William S. Ayer
Chairman, President and Chief Executive Officer
Alaska Airlines and Alaska Air Group
Dear Mr. Ayer,
I recently took a flight from Anchorage, Alaska to Seattle, Washington on Alaska/Horizon. I can only begin to imagine how difficult it is to run an airline in the current economic and security environment and at the same time create […]

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 […]

Today I experienced the joys of my bank’s IVR (Interactive Voice Response) system. I had a simple question about why my email alerts were not working but trying to get through to a real person was, well, like trying to break into a medieval castle. I, the customer, am getting irritated. OK, I’ll cool off […]