Why your airline says it’s sorry

Source: Shivani Vora, N.Y.Times (Paid Registration)

Air carriers have become more apologetic in the wake of the viral video spawned by that last episode, but those quick regrets have not led to broad systemic change in policy toward customers. Even as customer complaints against them soar, the airlines often respond with a quick refund or voucher, an apology that grabs headlines in a local news outlet, and business as usual. Some compensation policies for bumping passengers are more generous, but the main impact on consumers has been witnessing a seemingly never-ending stream of apologies that are a catalog of customer relations gone awry.

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complaints, airlines, passengers, apology


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