July 2000 Issue

Slow Burn

Has Customer Service Hit Bottom Yet?

Journalists who have covered wars have a saying: The first casualty is the truth. The same can be said of squabbles between customers and companies who try to sell them things, something we see a lot of around here.

As part of Aviation Consumer’s charter to its readers, we find ourselves as a neutral third party in many of these disputes. I wish I could say that being a referee is fun and rewarding but the fact of the matter is that it’s neither. But as the old cliché goes, someone’s got to do it.

Fairness dictates that we listen to both sides of the sad story and try to draw some kind of conclusion that will prove useful to our readers. Very often, these disagreements degrade to finge...

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