After 24 Years Of Angering Airlines And Hotels, These Are The 5 Rules I Keep Coming Back To
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After 24 years writing about airlines, hotels, and loyalty programs, the same themes keep coming up: be honest with customers, deliver what you promise, sweat the small details, stop hiding behind fake excuses, and respect shared spaces. Those principles explain why I get frustrated by resort fees, broken benefits, no-notice devaluations, bad service recovery, upgrade games, and travel brands that make loyalty feel like work.
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