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Delta’s Ausband: “Customer service is very important to the bottom line”

Here's part two of my interview with Allison Ausband, Delta Air Lines’ vice president for reservations sales and customer care.

Delta’s Ausband: When it comes to customer service, “we want to be even better”

Allison Ausband is Delta Air Lines’ vice president for reservation sales and customer care. I met with her last week to discuss the progress since our last interview in 2010. Here's part one of our interview.

Blogger Bob: “There is more to security than simply going through a checkpoint”

Bob Burns, a.k.a. "Blogger Bob" doesn't need any introduction. I've been following his work at the TSA for years, and refer to it frequently on this site and in my weekly TSA Watch column

Amtrak is all aboard with electronic ticketing in 2011

One of the most common complaints I get from Amtrak customers is about their tickets. The National Railroad Passenger Corporation uses old-school paper tickets that have cash value. I asked Matt Hardison, Amtrak's chief for sales distribution and customer service, about the ticket troubles, and how to solve them.

Isom: Numbers-obsessed US Airways paid $1 million in “above and beyond” bonuses last year

US Airways is kind of obsessed with its numbers. It's a good kind of obsession -- it regularly touts its improvements in on-time arrivals, misplaced baggage, oversales and other metrics reported every month to the Transportation Department. Why is the airline so fixated on these figures? I asked Robert Isom, US Airways' executive vice president and chief operating officer.

Travelocity’s Mahl: “In a perfect world, a guarantee like ours wouldn’t be necessary”

Ginny Mahl is Travelocity's vice president of sales and customer service -- the woman behind the online travel agency's vaunted "Travelocity Guarantee". I asked Mahl about getting the best customer service from a travel Web site, and how her company is doing its part.

CheapOair’s Roy: “We do face a challenge when users ask us for refunds”

Sneharthi Roy is the senior vice president of operations for CheapOair, a Web site that sells discounted airline tickets and hotel rooms. I asked him about the low travel prices we've seen lately and some of the possible pitfalls of buying travel in a buyer's market.
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