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Good customer service from the TSA? It’s no joke

Jim Davies agrees with me that the Transportation Security Administration desperately needs a top-to-bottom reform. Like me, he wasn't surprised when a Government Accountability Office study revealed widespread employee misconduct, including screeners involved in theft and drug smuggling activities, as well as circumventing mandatory screening procedures for passengers and baggage.

3 reasons you should love a customer service meltdown

Spectacular customer service failures are the grist of my consumer advocacy mill. But some of the loudest implosions are off […]

“There were angels all around me on that JetBlue flight”

Early boarding privileges are typically reserved for frequent fliers and passengers with obvious disabilities. But on a recent JetBlue Airways […]

Car rental absurdities I’d change if I could

Not a day seems to go by that I don’t hear from an angry car rental customer — folks like Craig Solomon, who rented a car in England from Avis for two weeks recently.

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|

The smarter consumer: 5 incredibly stupid things customers do offline

Customers do the dumbest things.
By |November 29th, 2011|OYS|1 Comment|

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.