Customer service FAIL


A good start

For a decade, I flew Delta and America West (now U.S. Airways) almost exclusively. I’d come to appreciate their level of customer service, and would often choose them even when competing airlines were up to 10% lower than their price. But, since I was spending my personal research funds on this trip–scarce funds which I also use to pay my graduate students and buy my research equipment–I decided to go with the cheapest airline. In this case, that was American Airlines: $753.29 round-trip from Salt Lake City to Madrid versus about $800 for Delta.
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