Cranky on the Web: Airline Satisfaction Rises (But Still Low), Dreading Flying, Drawing the Line With Unhappy Clients

Airline customer satisfaction up, but industry ranks lowUSA Today
The AQR may say airlines are slipping, but USA Today wrote about the ACSI which says things are improving. I, of course, don’t like any of these, but I spoke with the author about how I agree that things are improving.

Why has flying become something to be dreaded?Scott Radley Show
I joined Scott Radley on a Canadian radio show to talk about the state of flying today. It’s a 15 minute clip.

In the Trenches: When to Stand Firm With a CustomerSmall Business Center
You’d like to please everyone in business, but it just doesn’t happen. So we have to decide when it’s right to draw the line and say no.

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