Why Airlines Are Failing
How many people dropping by think it was a good idea for an airline
to put a hold on a ticket because it was bought with a gift certificate that exceeded the cost of the ticket? [That's right, they had more money than the cost of the ticket.]
How happy would you be with an airline that failed to inform you that there was any problem at all, despite the fact that they had your home address, your e-mail address, your wired telephone number, and your cellular telephone number, and the initial transaction occurred two months before the flight date?
A hint to American business: annoying customers is not how you succeed in business.