I recently read two great articles I thought were worth mentioning. They really have nothing in common, I just found them very informative and also the second ones shows how customer service can break it or take it.

Do I have the right to refuse this search?

Which, coincidentally, out of around 14 trips I was ‘randomly selected’ for everyone. The reason I was explained that I was ‘randomly or really not so randomly) searched was

• I had made and cancelled some trips (I may not have gone home that weekend, or I may have rented a car and driven to a site not to far away instead)
• I was going one way.
• I was not travelling with anyone.

And, for each airline, they each had a different way of ‘flagging’ me on my ticket to do the search

The second link

• Smart Customer Service Lessons: Responding Faster To Complaints About Your Competitors

now this explains how customer service can make it break it.

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