Email;
Another bad customer service interaction caught on a smartphone on an american airiline. This time it's Delta, and they are kicking someone off a flight for buying a seat for their child. It seems that the confusion arose by the fact that the child's ticket was in the name of another family member and it was too late to do a name change. Plus some obscure FAA regulation was pulled out. No wonder the airlines want us to put our phones away, they keep recording terrible customer interactions like this.
Featured Courses
Recent Posts
The Uber-ization of Content
May 26, 2023
The world of television before cable had been limited to 3 networks and a handful of local TV stations. But the advent of cable meant that suddenly there were 60, 70 soon to be 100 or more new channels. And all of those channels needed content. But where were they going to get it from? A huge market for content had just opened up.
What TV News Can Learn From Netflix
May 22, 2023
Q: What do TV news and Netflix have in common? A: They both appear on the same screen. They both tell stories.
No News is Bad News
May 15, 2023
This morning, I went out early to buy my copy of the weekend FT — a great newspaper, by the way. I was a bit surprised to see that my regular newsstand, on 6th Avenue and 55th Street, had exactly 3 newspapers for sale — one copy of Baron’s and two copies of The New York Post. That was it. No FT, no NY Times, no Washington Post, no… nothing.