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A lifetime of loyalty, erased in a second

Loyalty. It ain't what it used to be.

What to do when your airline betrays you

To call Ron Giancoli a loyal US Airways customer might be something of an understatement. A sales manager from West Chester, Pa., he's flown on the airline — which recently merged with American Airlines — almost exclusively for the last three decades.

It’s the end of the airline industry as we know it

There are no more travel companies.

How to stop the customer service apocalypse of 2014

When you spend most of your waking hours advocating for consumers, it's easy to lose your sense of perspective. Complaints pour in, often hundreds per day. I can't help but feel like the customer-service apocalypse is imminent.

How absurd can airline junk fees get in 2014? You ain’t seen nothin’ yet

The intoxicating combination of junk fees and loyalty programs seems too powerful for even the most consumer-friendly airline to resist.

An inconvenient truth about loyalty programs

Maybe it's time to rethink what we mean by "loyalty." Maybe real loyalty, like trust, must be earned — not coerced or bought.
  • Can Capital One really “erase” my debts? And while you’re at it, could you do another rant about loyalty programs?
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    Can Capital One really “erase” my debts? And while you’re at it, could you do another rant about loyalty programs?

Can Capital One really “erase” my debts? And while you’re at it, could you do another rant about loyalty programs?

When Capital One offers to "erase" part of her debts with award points, Kate Morrical calls on a points skeptic to clear things up. See what happens next.