‘Keystroke error’ turns $289 rate into $28

Terry Capps finds a $28 a night room rate at a Westin hotel in Orlando. Turns out the hotel made a mistake, and that the real price is $289 a night. What now? Should the resort honor the original price or can it change the rate and force Capps to pay?

Zagat’s 2009 airline survey, with fascinating comments

Here are some of the results of Zagat’s 2009 Airline Survey covering 16 domestic and 73 international airlines, as well as 30 domestic airports. The survey incorporates the opinions of 5,895 frequent fliers and travel professionals.

Making sure you can hear the safety briefing

Here’s an odd one: On my recent US Airways flight into Washington National, I couldn’t hear the safety briefing. Why? Because a guy three rows behind me was talking loudly, non-stop, during the briefing. He was in a pilot’s uniform. A first officer. And he wouldn’t shut up.

The “pain in the butt” airline passenger is going out of style

This Thanksgiving, I’m declaring that the “pain in the butt” passenger is going out of style. I know there still are many of them out there, but the number of polite, grateful and helpful passengers around the world is growing by the minute. Some airlines and airport personnel are also seeing the benefits in joining this more positive movement. Evidently, kindness is contagious too.

10 resiliency tips for holiday (or anyday) travelers

Every so often it is nice to see what the industry side of the airline business is being taught. In terms of customer service, the Human Resiliency Institute at Fordham is one of the top trainers of airport personnel for airlines. It has incorporated four resiliency traits — adaptability, engagement, optimism and pro action — […]

What we’re reading: US Airways defers new planes, Schumer proposed FF rules, TSA looks at maintenance facility security

US Airways completes its third move to lower costs for survival After swapping slots with Delta between La Guardia and Regan National and negotiating new agreements with credit card companies regarding use of frequent flier miles, US Airways has deferred delivery of new aircraft for three years. These moves will allow the airline to conserve […]