It helps, though. After scoring a space-available upgrade to business class on a Delta Air Lines flight from Pittsburgh to New York, Jaerianna’s luck ran out. The airline canceled her flight at the last minute and rebooked her on another one.
When she boarded the aircraft, she found herself in an uncomfortable middle seat. In the last row.
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Question: I’ve been subscribing to the Sunday New York Times for years. No one can explain why I was able to get the paper delivered until September 2012 (when I left the country) and can’t get them delivered in November 2012 (when I returned and re-subscribed).
My address has been the same since I’ve been subscribing. The city I live in has over 80,000 people. They couldn’t have taken all the subscribers off the route. Why me?
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She had rescheduled a flight from Washington to Los Angeles on Virgin America to avoid superstorm Sandy, which was about to slam into the East Coast. But she’d forgotten to order a wheelchair.
Owen, who works for a nonprofit organization in Washington, had recently broken her foot, which was in a cast. “I had been on the phone on hold with Virgin America for well over an hour,” she remembers. Halfway to the airport, she decided to send Virgin America a tweet — a message on the microblogging service Twitter.
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Question: I need your immediate assistance. Tonight at 5 p.m. Comcast disconnected my phone service without a verbal or written warning. When I asked Comcast agents why this transpired, none could provide me with a valid answer or fix it.
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Best Western guarantees you’ll find the lowest rate on its website. Unless your name is Russ Thomas.
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Customers do the dumbest things.
Last week, I dissected some of the outrageously mindless online behaviors. But that’s really nothing compared with what they do offline.
If you remember only one thing from this story, then please let it be this: Companies are counting on your stupidity to turn a profit.
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It’s the little things that matter.
After being on the road nonstop since finishing my book Scammed: How to Save Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals, back in June, I can tell you that good customer service isn’t a big deal — it’s a lot of small ones.
