As AI chatbots frustrate travelers during disruptions, some travel companies are considering charging extra to reach a human.

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

This is the fourth of five articles co-written by Sandra Thomas-Comenole and Frank Belzer on the "New Travel Consumer". The articles in this series delve into the concept of how COVID-19 and the ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

During the pandemic, travelers enjoyed some of the best customer service in years. Hotels welcomed returning guests with rock-bottom room rates. Airlines eliminated customer-unfriendly fees. Rental ...

According to the World Travel & Tourism Council (WTTC), the tourism GDP in Latin America reports a regional increase of 48.2 percent in 2021, so it is expected to be a great year of recovery. One of ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

The rebound in summer travel has caused more than the usual amount of headaches for Americans hitting the road. And it’s not just the shortage of flights and rental cars. Consumers are finding it ...