Column: Airline rules too often stacked against customers

03/26/2010 | Wall Street Journal, The

Columnist Scott McCartney says airline rules are too often in favor of the carrier and stacked against the passenger. For example, McCartney explains how airlines cancel flights but make it very difficult for their customers to change or cancel their trip. McCartney delves into the inequity involved when a mistake is made. "A traveler who makes a mistake when booking a reservation is often stuck with it; an airline that makes a mistake posting fares can undo a transaction and cancel the contract it entered into with the traveler days or weeks after the deal was closed. Fair?" he asks.

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