If you had a chance to confront your tormentor in public, what would you say?

I ask, because for years, the source of most of my consumer complaints has been the domestic airline industry. (I probably wouldn’t call them my tormentors, but they certainly keep me busy.) Next week, I’ll have a chance to put a microphone in front of their faces when I address a gathering of airline customer service executives — and, hopefully, get some honest answers.

So, what do you want me to ask them?

No, seriously. Tell me. I want you to send me your questions now. Here’s my email address.

Please include your name, city and daytime occupation, because I’ll be following up with a story about the event in the Washington Post. I’d like to possibly refer to your question.

I think it’s going to be an interesting presentation. And I have to be honest with you, I don’t think the customer service executives are the enemy. I think we’re fighting for the same thing in many respects. They’re waging a war internally for better service, struggling with the bean counters and the realities of running an airline in the 21st century, while I’m pushing for fairness from the outside.

I don’t expect this to be an adversarial encounter, overall. But still, sparks will fly. Oh, they will fly.

As a follow-up question for you, I’d love to know how you feel about the folks with the words “customer service” in their title. Do you think they want you to have a great customer service experience? Or are they just the people who have to persuade you that all the fees and customer-unfriendly policies are really there for your benefit? Whose side are they actually on?

I’ll have a full report next week and look for my story soon. But in the meantime, please send me those questions!

Here are this week’s stories:

See you next week!

Click Me





I'll send you insider tips, my latest stories, and deep thoughts from the world of consumer advocacy. What are you waiting for?