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Airline cancels route – but what about my credits?

Nancy Palmer cancels her flight from Seattle to Baltimore. Then her airline stops flying from Seattle to Baltimore. So what happens with the ticket credit she was offered? Is her ticket really nonrefundable?

When airlines go above and beyond

Airlines and bad service. The two kinda go together, right?

Auto insurers don’t play fair with customers

The Scan is a synopsis of news you can’t miss. Get it delivered to your “in” box by signing

An unexpected act of kindness from a big airline

If you think airlines stopped caring about everyone but their elite-level "high value" passengers long ago, you'll want to hear Dick and Zoe Hannah's heartwarming story that — I've gotta be honest with you — really restores my faith in humanity.

Would you care to hold that plane?

Holding a plane for a passenger is an iconic customer service gesture. In a different era of commercial aviation, before on-time arrivals became so important that aircraft doors closed 15 minutes before departure, planes were almost routinely kept at the gate for passengers who were trying to make a connection or who were just late.

Is your credit card safe at cruising altitude?

Maybe it was the Bloody Mary that got Jean Shanley into trouble on a recent flight from Louisville to Las Vegas.

Holy water! Did Southwest mistreat passenger on a pilgrimage?

There isn't much Val Maswadi and Southwest Airlines can agree on.
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