tcook052
Feb 27, 05, 11:51 am
http://www.sfgate.com/cgi-bin/article.cgi?f=/chronicle/archive/2005/02/27/TRGBJBFUV41.DTL
Consumer clout: It's a potent weapon these days for bullying travel- related companies into changing policies. Competition is so tight that airlines, hotels and car rental agencies are listening -- and responding -- to customer complaints with renewed vigor.
Numerous complaints have prompted Hertz to back off a plan announced earlier this month that would have added a $2.50 reservation fee to all of its vehicle rentals in the United States. The retreat followed recent moves by several airlines to eliminate their Saturday-night-stay requirement and by other carriers to slash their ticket exchange fee to $50 from $100. Also recently, some hotels responded to persistent complaints from guests about grubby bedspreads, replacing them with covers that allow easier and more frequent cleaning.
Consumer clout: It's a potent weapon these days for bullying travel- related companies into changing policies. Competition is so tight that airlines, hotels and car rental agencies are listening -- and responding -- to customer complaints with renewed vigor.
Numerous complaints have prompted Hertz to back off a plan announced earlier this month that would have added a $2.50 reservation fee to all of its vehicle rentals in the United States. The retreat followed recent moves by several airlines to eliminate their Saturday-night-stay requirement and by other carriers to slash their ticket exchange fee to $50 from $100. Also recently, some hotels responded to persistent complaints from guests about grubby bedspreads, replacing them with covers that allow easier and more frequent cleaning.