I’ve been pretty quiet on current events with racism and inequality, and unsurprisingly, a few people have called me out on social media for it. To be honest, I’ve been afraid of saying the wrong thing, and that’s kept me from saying much at all. But that’s not okay – I’m learning that silence can be perceived as synonymous with acceptance and consent. While I’ve found it way too difficult to express what’s in my head in something short enough {Read More}
Travel Thursday: Setting the Upfront Tone for a Happy Customer Journey
December 14, 2017 by Leave a Comment
It’s been a while since I’ve done a Travel Thursday post, but with the holiday break fast approaching, I thought it might be a good time to jump back in. This week: why is the airline industry so hated, and what can airlines realistically do about it? Flying is unfortunately not usually a pleasant experience, and some of that blame does fall on the airlines. Back in the golden age of flying (pre-deregulation), the government set ticket prices and amenities {Read More}
Travel Thursday: “Price Gouging” on Hurricane Evacuation Flights
September 21, 2017 by Leave a Comment
This week, I was back in south Florida, and I was relieved to find that (at least the area I was in) was pretty much back to normal. There were a few billboards whose advertisements were ripped by the wind, and a few palm trees with lost fronds, but for the most part, everything had already been cleaned up, and I didn’t encounter any sort of power/water issues. I was so glad to see my client’s area back to normal! {Read More}
Travel Thursday: The Power of Limited Distribution
August 3, 2017 by 3 Comments
What’s your usual shopping MO? For pretty much everything I buy other than clothes, mine goes like this: search Google Shopping for the product I want, then go search Amazon and check out the price there. If it’s less than 10% more expensive on Amazon, I usually go with that; otherwise, the cheapest price wins. (I also use some cashback sites like Ebates and Mr. Rebates, but we’ll leave those out of this discussion.) It used to be that Google {Read More}
Travel Thursday: American Airlines Changes Upgrade Policy
May 18, 2017 by Leave a Comment
It’s Thursday, and I’m thrilled to be on my way back to Denver tonight. Well… I guess to be more accurate, I would say that I’m thrilled to be going home. But I’m not-so-thrilled to go from the sunny beaches of Florida to the apparent winter wonderland that is Colorado right now. The power went out in my neighborhood this afternoon, it’s snowing now and supposed to continue through tomorrow, and I’m pretty worried about both the garden of annuals {Read More}
Travel Thursday: My Thoughts on the Extended Laptop Ban
May 11, 2017 by 6 Comments
I’ve been thinking for a while about writing more about the airline industry. While I do feature lots of travel industry news in my Sunday Links I Love series, I never thought most of you would be interested in that kind of content. But customer experience for travel and transportation is my field of specialization at work, and news in that space has been quite a mainstream topic these days! Yesterday, I posted on Instagram (follow me here) about the forthcoming announcement of the {Read More}
