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You call this consumer advocacy?

"Do you ever strike out?” readers of my syndicated newspaper column often ask me. They see my Q&A feature in their travel section, and every week the good guys win.

New airline rules yet to be enforced, even as DOT levies record fines

Back in August, you might recall, the Transportation Department adopted a set of tough new consumer-protection rules to help airline passengers. In January, it added even more.

The smarter consumer: 7 qualities of a winning customer

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.
By |December 6th, 2011|OYS|0 Comments|

Ridiculous or not? Travel is going to the dogs — and it’s our fault

From the “gotcha” fees that can double the price of your trip to being roughed up by airport screeners, there’s no shortage of issues to get mad about in the travel business.

Scammed: How to Save Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals

It's official: I've just finished the final edits on my new book, Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. I just have to tell you about it.

Oh really? 5 things companies assume about customers, but shouldn’t

They steal. They’re overgrown children. They only want a deal.
By |February 26th, 2011|OYS|5 Comments|

Consumer watchdogs face an uncertain future — so does customer service

These are not the best of time for consumer watchdogs.