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Dec 12, 2017
blog

Customer service lessons for British Airways, Heathrow and all airlines

A final update on my journey out of the London Heathrow chaos, along with a few takeaways that the incident made me think about, not just for the airline and airport directly involved, but for the wider industry....More
Dec 11, 2017
blog

Should movie theaters disclose popcorn prices ‘up front’?

With DOT dropping proposed rules that would have required airlines to disclose bag fees 'up front,' there is a lot of finger wagging about 'hidden' airline fees....More
Dec 10, 2017
blog

British Airways, Heathrow & UK Border Force mess up big time

It's 3am, London time, Monday and I'm sitting on the floor of Heathrow Terminal 5....More
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