Most of the time, travel works well. You get where you're going, you make your connections, the gate agents are pleasant and give you the right information.But when things go wrong, as the comments to this article illustrate, they can mess up your vacation, make you miss a funeral, cost you thousands of dollars, and when you object, bombard you with excuses and outright lies.  The companies rightly say, "Most customers are satisfied."  And they'd rather risk unhappy customers than invest in better customer services – they make more money that way.The travelers in this article won only because a consumer advocate for a major news organization fought for them.  That is not a solution available to virtually anyone else.  No administration official, no, not even Pete Buttigieg, can enforce competence and honesty.  Solutions require legislation.  I wish Mr. Kugel and his fellow consumer-advocate journalists would get together and write some model legislation.  Everyone who's ever been messed over by an airline or a travel insurance company would applaud.

Most of the time, travel works well. You get where you're going, you make your connections, the gate agents are pleasant and give you the right information.But when things go wrong, as the comments to this article illustrate, they can mess up your vacation, make you miss a funeral, cost you thousands of dollars, and when you object, bombard you with excuses and outright lies.  The companies rightly say, "Most customers are satisfied."  And they'd rather risk unhappy customers than invest in better customer services – they make more money that way.The travelers in this article won only because a consumer advocate for a major news organization fought for them.  That is not a solution available to virtually anyone else.  No administration official, no, not even Pete Buttigieg, can enforce competence and honesty.  Solutions require legislation.  I wish Mr. Kugel and his fellow consumer-advocate journalists would get together and write some model legislation.  Everyone who's ever been messed over by an airline or a travel insurance company would applaud.

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