The Gelosi Project
Just when I thought customer service was dead — when I lament how brand after brand gets it dead wrong — a candidate comes along that surprises and delights and restores my faith in brand experience.
They’re calling it a ‘co-payment.’ I’m not kidding. That’s what they’re calling it. Today, American Airlines announced that it would begin charging for some mileage upgrades. Now, I get it. Times are tough. Fuel prices are high. The airlines are getting squeezed from every angle. I’m actually sympathetic. Carriers like American are saddled with a [...]
