Customer Relations
Bob Jordan, Southwest Airlines’ CEO, on What Went Wrong
Your unions say that for years, Southwest has been too focused on investors and hasn’t invested enough in the operation. What’s your response to that criticism? I’ve been asked a lot about whether we have antiquated technology. We spend a billion dollars a year on technology here at Southwest. And, like every company, there are […]
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Help! A Check-In Agent’s Mistake Made Me Miss an Antarctic Cruise and I’m Out $17,000.
“While we empathize and understand that the insured’s travel was negatively impacted,” he wrote, “the plan does not cover errors made in determining travel documentation.” I begged to differ, noting that your policy covers trip delays caused by common carriers “including, but not limited to, scheduled departure and return times and actual departure and return […]
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How Wish Built (and Fumbled) a Dollar Store for the Internet
Consumers have complained to the Better Business Bureau about Wish products that never arrived or were unrecognizable when they did. France, which was one of Wish’s largest markets, ordered search engines and mobile app stores last fall to remove the company from their online listings, citing the presence of dangerous appliances and other products. Merchants […]
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Thefts, Fraud and Lawsuits at the World’s Biggest NFT Marketplace
Chris Chapman used to own one of the most valuable commodities in the crypto world: a unique digital image of a spiky-haired ape dressed in a spacesuit. Mr. Chapman bought the nonfungible token last year, as a widely hyped series of digital collectibles called the Bored Ape Yacht Club became a phenomenon. In December, he […]
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Help! The Airline Changed My Flight Itinerary (for the Worse)
Dear Tripped Up, My question is about airlines switching itineraries, a huge frustration for me since returning to travel after a pandemic pause. I will book a direct flight at a good time and then get an email days or weeks later with an inconvenient time change or an added layover or both. The worst […]
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What to Do When Airlines Cancel Travel Vouchers
But airlines are now beginning to scale back their promises. “These companies are first and foremost businesses and at some point need to look at the economics of having these liabilities out there,” he said, referring to those miles and vouchers. But, he added, they needed to do so fairly, with clearly communicated policies and […]
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A Nation on Hold Wants to Speak With a Manager
“He kept shouting, ‘The governor said we no longer have to wear masks,’” Mr. O’Brien said. The woman’s response — that they were still required in places with a certain number of workers — only made him angrier. Finally, the owner arrived and “told the customer never to return,” Mr. O’Brien said. It’s not just […]
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