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Analysis

Body Mass Index airline seat pricing

An article at Boing Boing caught my eye today – that United Airlines wants to charge obese passengers for two seats. The argument is a simple one: if you’re too large to fit into a seat you have to pay for a second one as you are inconveniencing the person […]

Analysis

You know you have a problem with your main airport when…

…you can make jokes about Heathrow Terminal 5 in adverts in German in the magazine of the Sueddeutsche Zeitung. Translation: “Sorry, our advertisement is still stuck in Heathrow Terminal 5”. The deckchair seems to make reference to the famous anti-German Carling Black Label advertisement about Germans and British and sunbathing. […]

Analysis

Customer service – how you should do it

I’ve been so frustrated in recent weeks by a complete lack of customer service in all kinds of places I’ve been – Coditel and UPS in Belgium, Thomas Cook Airlines in Canada, BAA at Gatwick (on my return from Canada – not as severe as Boris Johnson’s experience!) – that […]