I'm writing a piece on customer service tonight for a client and I came across this timely article on the NPR website about the airline industry and its multitude of rightfully disgruntled passengers. On the eve of the biggest travel days of the year, this highlights just the sort of miserably non-customer-oriented "service" and sheer insanity/massive volume of travelers that led me to ditch air travel altogether at the holidays five years ago.
If you're flying this week, I feel for you already...
J.
UPDATE: 11/20/07: Holiday Travel Gets Off to Rocky Start
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