In the previous article I mentioned that the airlines and airports are only partially to blame for a miserable travel experience.  The quality of the airport and flight experience, perhaps more than any other service, can be affected by not only by the service providers, but also by the customers themselves (the traveling public).  Granted, […]

This article will be the first in a series to examine the challenges of air travel, the customer touch-points during the travel process and what customers themselves can do to improve their experience.

We all know the current state of airline travel.  A recent 2008 study by JD Power determined (no surprise) that satisfaction is down. […]

I used to be under the impression that American Express was a company that cared about their customers. My recent experience suggests that they are more like the octopus pictured in this playground. The head is hollow, disconnected from its tentacles and the number 3 tentacle does not know what the number 8 tentacle is […]