What are the qualities of a highly successful consumer? In this week’s newsletter, I tell you what they are. I also explore Florida’s newest theme park and examine the “false choice” you’re presented with at the car rental counter.
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Travel
A New Florida Theme Park With Old Roots
Florida’s newest theme park looks kind of familiar.
The Travel Troubleshooter: Priceline promised to refund my package
Priceline promises to refund Ian Dennis’ vacation package when he makes a typographical error. But then it reneges, leaving him with a big bill. How can he prove he was offered a refund if the conversation took place by phone?
Can social media improve customer service? Vail Resorts discovers the answer one run at a time
When it comes to using technology to improve the travel experience, Vail Resorts is known as one of the most progressive resort companies in America.
Ridiculous or not? A “false choice” at the car rental counter
As a frequent car rental customer, Parker Mann has endured countless sales pitches for optional insurance. But recently, the hard sell efforts have crossed a line, he says.
Is this enough compensation? “Very disappointed” by Southwest – so they sent me a voucher
I‘ve already written about Southwest’s new restrictions on credits. Well, passengers haven’t exactly warmed to them and other policy changes.
Can this trip be saved? “It feels like we are being ripped off”
Heather Lockridge and her husband thought they would be checking into the honeymoon suite at the Ocean Maya Royal in Cancun, an all-inclusive beachfront resort described as the embodiment of “exotic serenity.” After all, it was their honeymoon.
Is it time to “occupy” the travel industry?
When I was in New York last week, I decided to drop by Wall Street to see the protests. I wasn’t impressed.
TSA watch: Confessions of a rogue Transportation Security Officer
“As a proud American, I served my country with loyalty and dedication in the aftermath of 9/11 by joining the TSA and the fight on terror,” the letter begins.
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Customer Service
7 Qualities of a Highly Successful Consumer
I spend a lot of time harping on customers who screw up. Sometimes I can’t help myself. Not only are the cases interesting, but they’re also instructive.
What’s your problem? Double-billed by my gas station
Gabriel Sabbagh is double-billed for gas in Pittsburgh. Shell can’t show a receipt for the first purchase. Is there any hope for a refund?
Is this a scam? Help, I’ve been forced to rent a transponder
Here’s a question about a possible scam from reader Candice Sabatini. She’s noticed that an increasing number of toll roads and bridges no longer have toll booths — you either carry a transponder or pay a fine.
The smarter consumer: The 10 worst scams in America
We live in a world of schemes, swindles and shady deals. I know. I’ve been navigating its dark waters most of my career.
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Also
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Our underwriters
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