When Catherine Mayer found herself waiting in an airline customer service line to find out why her luggage didn't show up after an international flight in early April, she knew there had to be better way. In fact, she knew exactly what that way should be. Mayer is VP-airport services for SITA, which is at the forefront of an industrywide push to accelerate passenger self-service options. "Give control to the passenger," says Mayer. "If the passenger wants to vent, give them a person to vent ...

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