Category Archives: travel

How customer service should be done

Last week I was skiing in Deer Valley when Groupon’s terrible earnings came out. While I was skiing, I got an email from CNBC asking if I could come on air to talk about them. We tried to get me … Continue reading

Posted in customer service, travel

Short-term, transactional thinking in a social media world

I woke up this morning to find a bill under my door for a $7.60 bottle of water, courtesy of the Palace Hotel in San Francisco. Apparently the bottle of water next to the bathroom sink wasn’t free. There wasn’t … Continue reading

Posted in strategy, travel | 2 Comments

Up In The Air

The airline industry is one of the most volatile out there. I’ve had a chance to experience many of the ups and downs of the industry on a variety of U.S. and foreign carriers. U.S. carriers Alaska American Cape Air … Continue reading

Posted in travel

Asking meaningless questions: CBS’ faulty poll on TSA screening

In defending its actions in screening passengers, the TSA continually points to a CBS News Poll which claims that 80% of Americans support the scan. What does that really mean? Let’s take a look at the actual question that was … Continue reading

Posted in metrics, research, travel | 3 Comments

Favorite airports from around the world

I’ve been doing a lot of travel the last few years and have gone through a lot of airports. There are huge variations in quality from airport to airport and even within terminals of the same airport. A few stand … Continue reading

Posted in airlines, travel | 11 Comments

The benefits of starting from scratch

Today marks the second anniversary of the launch of Virgin America, an upstart carrier that has inspired many loyal followers. Virgin America is a clear example of the benefits of starting from scratch. Among Virgin’s features: Brand new planes. Cheerful … Continue reading

Posted in airlines, customer service, travel | 4 Comments

Online at 36,000 feet: trying Gogo WiFi on board

I tried inflight WiFi last week aboard Virgin America. The day I flew happened to be the same day Virgin became the first U.S. airline to offer Internet access across its entire fleet. I live tweeted and uploaded pictures to … Continue reading

Posted in airlines, travel, twitter | 2 Comments