customer complaints

The Customer Isn't Always Right, Especially When He's Complaining

When it comes to customer service disputes, there's an old adage in the retail industry: The customer is always right. Of course, the customer is very frequently in the wrong, and unfortunately for put-upon customer service reps, new research suggests that consumers complain the most when they know they're wrong.

Why Fly? The Case Against Air Travel

It's bad enough that air fares and extra fees have been rising as fast as a plane taking off -- now, travelers must wonder if aircraft have been properly inspected. Are the costs, pains and risks of flying reaching the point where frequent fliers should reconsider their transportation choices?