Commentary: Travel companies use technology to head off complaints

03/30/2011 | Washington Post, The

Airlines, cruise lines and other travel companies are trying to keep consumer complaints to a minimum by quickly making an offer when something goes wrong, writes Christopher Elliott, National Geographic Traveler magazine's reader advocate. Consumers are faced with either accepting the proposal, often computer generated, or rejecting it on the spot. Some airlines e-mail passengers before they land when something goes wrong, attempting to sidestep negotiations after the flight, Elliott notes.

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