As I write this, the ink is still drying on the CARES 2.0 legislation that Congress passed in order to offer relief to individuals and businesses as the pandemic rages on. What does it mean for aviation and the airlines? In short, it’s a Band-aid, and not much else. Last spring, as the full extent ...

“Customer service,” unfortunately, is not usually synonymous with the airlines. We’ve all heard or experienced the horror stories of lost bags, exorbitant fees, lost kids, and heaven knows what else. But in this era of COVID, customer service is taking on new meanings and new challenges. In the post-9/11 world, it is all but impossible ...

The reliability of modern air travel is really quite remarkable. Airlines routinely report a success rate of well over ninety-eight percent. Even a drop of a tenth of a percentage point can get the attention of the bean-counters and managers. If a carrier operates 5,000 flights a day, and only one percent cancel, that’s still ...