When the five people who ranged from an R& B singer moving to NYC to seek her fortune-- to a young man trying to get to Hartford, Connecticut and his sick grandmother as quickly as possible, sidled up to the Greyhound ticket counter in Port Authority bus terminal in Manhattan, they weren't itching for a fight. What they wanted was some compensation for their Greyhound induced travel woes.

See, the bus they had taken from Cleveland had arrived two hours late. It's not unusual for a bus to be late. Traffic, weather and a bus breakdown can occur. Their bus's lateness was due to driver error. The driver, after a scheduled rest stop, had headed the bus back towards Cleveland for more than 70 miles.

What made this snafu feel worse is that they would have arrived earlier than the scheduled arrival time if it wasn't for the driver's mistake. If you've ever been on a road trip that has been lengthened by the wrong way, perhaps you'll recall that jumpy nervous twitch that ensues--the kind of feeling where any moment you could LOSE YOUR MIND.

As written in the previous post, Gadling knows these details because Gadling was there. Here's the rest of the story. What happens when a passenger does complain? Airlines take notice.

Continue reading Greyhound customer service delivers after bus heads wrong way for more than 70 miles

Greyhound customer service delivers after bus heads wrong way for more than 70 miles originally appeared on Gadling on Fri, 20 Nov 2009 14:30:00 EST. Please see our terms for use of feeds.

Continue reading How to effectively complain about your trip via Twitter

How to effectively complain about your trip via Twitter originally appeared on Gadling on Thu, 19 Nov 2009 11:00:00 EST. Please see our terms for use of feeds.

Congress is digging into all those new airline fees. Extra bags, special check-in situations ... you name it. Before you start cheering on our lawmakers, though, you should know that they aren't doing this from a sense of consumer advocacy. Frankly, Congress doesn't give a damn how much you pay for air travel. But, it does care how you pay. Why? A cash-strapped government is wondering if it's leaving money on the table.

When you look at your receipt, the line with "taxes" has never been lost on you, right? Well, the add-ons aren't included in this number: Congress has a tax on airfare, not all the other stuff. So, for the airlines, this has been a tax-free revenue stream, one that's been crucial to helping the already bruised airlines survive the current recession.

Yet, is it really just airfare in another form? That's what Congress wants to know. Even if this is a different form of revenue, do you think it will be left untouched? Of course not! The government needs money, and there's nothing stopping it from passing a new bill to tax the extra services. How much resistance would be raised?

Continue reading Congress to investigate airline fees ... but not for your benefit

Congress to investigate airline fees ... but not for your benefit originally appeared on Gadling on Sat, 14 Nov 2009 14:00:00 EST. Please see our terms for use of feeds.

Give and receive this holiday season. Instead of just booking your getaway, Intrepid Travel is upping the goodwill ante, donating 10 percent of all its new "Urban Adventures" sales to charity. This is a new collection of city-based experiences which is likely to appeal to a wide range -- from backpackers to business travelers. If you have a long layover or even want to see your own city from a different perspective, this new program from Intrepid could be a good fit.

Ten percent of every sale made in December will be donated to The Intrepid Foundation, which supports 35 community projects around the world. And, Intrepid will match each of these donations fully, doubling the final amount that will be sent to the foundation.

Urban Adventures are not expensive. They start at around $15 and go up to around $144. So, there's no reason not to check out this new experience, even if you are a local. This new experience was launched last month and is available in 26 locations around the world via 80 trips ... with another 250 expected to be added by the middle of next year.

Intrepid Travel saves the world with Urban Adventures charity connection originally appeared on Gadling on Thu, 12 Nov 2009 16:00:00 EST. Please see our terms for use of feeds.

In an era where communication is fast and easy, sometimes it's easy to forget about boundaries. American Airlines fired a web design employee because of this. The employee responded to a blog post from a "disgruntled user," but the airline felt he went too far, saying that he released sensitive information about American. This was a violation of his non-disclosure agreement with the company.

So far, the employee is being called "Mr. X" -- an original moniker, right? Well, he saw a pretty brutal post from Dustin Curtis, an unhappy passenger. He basically wrote an open letter to the airline after having "had the horrific displeasure of booking a flight on your website." It was so bad, he wrote, "that I vowed never to fly your airline again." He then offered some suggestions, drawing on his background as a user interface designer and closed with the sentiment: "Imagine what you could do with a full, totally competent design team."

According to Curtis, it only took American an hour to fire "Mr. X" after he addressed to the employee's response. Yep, a decade of experience as a user interface designer and a portfolio that Curtis wrote, has "some great work," went down the tubes. In an e-mail to Curtis, Mr. X explains the internal situation at American's AA.com group in considerable detail. He provides insights into which groups handle specific functions and is kind enough to point out that there are some enhancements coming in the next 12 to 18 months (so, keep an eye out for them).

Continue reading American Airlines fires web designer over response to rant

American Airlines fires web designer over response to rant originally appeared on Gadling on Wed, 11 Nov 2009 14:00:00 EST. Please see our terms for use of feeds.

It sounds counterintuitive, right? Normally, customers expect that extra effort, and we complain constantly that we don't get it enough. What we sometimes don't understand, though, is that the extra effort is at the root of many of the customer service problems we encounter. Going the extra mile at the wrong time can be a disaster.

I remember a case presented at a conference I attended back in 1999 (yeah, it made an impression), when I was a consultant in the hotel industry. Some customer service guru was teaching us how to better serve our clients - which was pretty important, since our clients, the hotels, were in the service business. She discussed with us a bank teller who spent extra time with a customer - going that extra mile" - even though there was a long line waiting. The guru couldn't summon enough praise for this teller. Even though everybody else was waiting, this teller put forth more than was necessary to make a customer happy.

Almost as soon as the story was over, people in different parts of the audience barked almost in unison, "What about everyone else?" The service aficionado spent several minutes ducking and dodging as a growing number of attendees hurled the lines of "I'd be pissed," "That's not good service!" and "Do you really believe that stuff?" She eventually recovered and finished her session, but the discussion at the bar that night was all about whether to please the one at the expense of the many.

Continue reading Travel professionals: stop going the extra mile

Travel professionals: stop going the extra mile originally appeared on Gadling on Fri, 06 Nov 2009 09:00:00 EST. Please see our terms for use of feeds.

Continue reading Are the economics of Twitter airfares worth it?

Are the economics of Twitter airfares worth it? originally appeared on Gadling on Wed, 04 Nov 2009 10:00:00 EST. Please see our terms for use of feeds.

People love to complain about the dismal state of air travel these days. Whether it's the stomach-churning airline food (and there's so little of it!), the complete lack of leg room, or the fact that your luggage was for some reason routed through Honolulu, we've come to expect some pretty poor service from quite a few airlines these days.

In any other industry, customers register their indignation by refusing to spend money at the offending establishment. Found a finger in your Caesar's Salad? You're probably never visiting that restaurant again. Tired of your cable cutting out in the middle of House? You just might cancel that company's service and call up their competitor (who'll probably even throw in a year of Starz at no extra charge!)

But with airlines, we're like the pathetic girlfriend who's been cheated on five times but still believes her boyfriend when he says, "Seriously, this time will be different! I've changed!" The worst airlines stay in business because by and large people are willing to put up with crummy service if it means they get a cheap flight.

Continue reading Poll: Have you ever passed up the cheapest airfare to avoid a bad airline?

Poll: Have you ever passed up the cheapest airfare to avoid a bad airline? originally appeared on Gadling on Tue, 03 Nov 2009 13:00:00 EST. Please see our terms for use of feeds.

The FTC rule requires disclosure only by bloggers - traditional media outlets will not be affected, despite the fact that they receive plenty of swag ... and that we (the bloggers) learned it from them. If the goal is to help the consumer make an informed decision, this rule will only "help" blog readers and leave consumers of traditional media exposed.

Beyond the question of fairness, though, there's a greater issue: practicality. Especially in the travel space, the trips and gear provided by hotels, restaurants, manufacturers and their publicists is a vital part of how we can provide more than mere reblogs of "man pukes on a plane." Original travel content comes at a cost. Travel writers need to be out on the road to be effective, and even 12 months of discount travel can add up quickly. For readers interested in luxury and upscale experiences (and there are many here and at Luxist, where I also write), it would be impossible for impoverished bloggers to deliver first-hand accounts of these destinations.

It can be tough to understand the role that comp'ed travel can play in an operation such as Gadlings - or that of any other publication that covers travel. So, to help clarify the issues involved, here are 10 factors that help make sponsored press trips effective.

Continue reading Free press travel: necessary ... and certainly not an evil

Free press travel: necessary ... and certainly not an evil originally appeared on Gadling on Fri, 23 Oct 2009 15:00:00 EST. Please see our terms for use of feeds.

Responsible Travel changes their mind originally appeared on Gadling on Fri, 16 Oct 2009 16:30:00 EST. Please see our terms for use of feeds.

Bio jet-fuel: fact or fiction? originally appeared on Gadling on Thu, 15 Oct 2009 15:00:00 EST. Please see our terms for use of feeds.

Bury the turtle. originally appeared on Gadling on Thu, 15 Oct 2009 14:00:00 EST. Please see our terms for use of feeds.

Gallery: World Monuments Fund 2010 Endangered List

World Monuments Fund announces list of endangered treasures originally appeared on Gadling on Wed, 14 Oct 2009 14:30:00 EST. Please see our terms for use of feeds.

Continue reading Should a medical exam be required before a major trek?

Should a medical exam be required before a major trek? originally appeared on Gadling on Wed, 30 Sep 2009 08:30:00 EST. Please see our terms for use of feeds.

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San Francisco airport wants to sell you carbon offset credits originally appeared on Gadling on Fri, 18 Sep 2009 12:30:00 EST. Please see our terms for use of feeds.

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Continue reading The best from the weird and wacky world of tourist complaints

The best from the weird and wacky world of tourist complaints originally appeared on Gadling on Thu, 17 Sep 2009 14:00:00 EST. Please see our terms for use of feeds.

Continue reading Airports say no to sexy Pamela Anderson PETA commercial

Airports say no to sexy Pamela Anderson PETA commercial originally appeared on Gadling on Thu, 10 Sep 2009 12:00:00 EST. Please see our terms for use of feeds.

Tropical Adventures is making it pretty easy for travelers to save the world. The company's new Cultural Encounter Package offers a six-night/seven-day package at a steep discount of 45 percent. The first two nights are at the historic Hotel Don Carlos, with the other four in the Bamboo Cultural Center's rustic accommodations in the Talmanaca Indigenous Region. The package includes all meals and some snacks, as well as upgraded transfers to all locations.

Once in Costa Rica, you can take advantage of volunteering opportunities at an elementary school, retirement home and indigenous cultural center. Also, a five-hour local farm tour is available, where you'll get the chance to see exotic and unusual frogs, birds and butterflies, among other animals.

Based on double-occupancy, the trip costs $899, and the package is good through the last day of February next year.

Voluntourism in Costa Rica doesn't have to be expensive originally appeared on Gadling on Wed, 02 Sep 2009 16:00:00 EST. Please see our terms for use of feeds.

Gallery: Kamchatka

Continue reading Bowermaster's Adventures -- Kamchatka v. Kodiak, What a Difference 225 Years Makes

Bowermaster's Adventures -- Kamchatka v. Kodiak, What a Difference 225 Years Makes originally appeared on Gadling on Tue, 01 Sep 2009 09:00:00 EST. Please see our terms for use of feeds.

Continue reading More power for the government to search your laptop at the border

More power for the government to search your laptop at the border originally appeared on Gadling on Thu, 27 Aug 2009 18:30:00 EST. Please see our terms for use of feeds.