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A few thoughts on customer service from the SOCAP convention

The Society of Consumer Affairs Professionals is holding its annual conference in Atlanta this week, and I was fortunate enough to be an invited speaker. I shared my thoughts about travel and customer service with a select group of SOCAP members from the travel industry yesterday.

Please don’t use the C-word at this airline fee conference

For some reason, I never got my invitation to the 2009 Ancillary Revenue Airline Conference, which is being held in Los Angeles next month. Maybe it was this post. Or this one. Or maybe this one?

Grab your protest signs and a bullhorn, and head to Miami next month

If you're tired of being nickeled and dimed to death when you fly, you might want to be in Miami on May 12 and 13. That's when hundreds of executives will gather at an industry conference to figure out how to grow the $3.5 billion in so-called "ancillary" revenues they expect to collect from us this year.