航空

Smart customer service hinges on intelligent help

Last month, in a hurry, I bought a Copenhagen to London ticket on Ryanair — for £13 — only to find, in the confusing blizzard of offers and add-ons, I had given the wrong date and had shown up at the airport exactly a month early.

My grandmother’s aphorism, “what is cheap is dear”, came to mind as I paid £277 to get on the correct flight.

Last week, however, I made a travel mistake which raised a more interesting issue than careless clicking.

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