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Do Two Cancellations Make a Right? - WSJ

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I rarely write about my own travel experiences, even though I think it’s important for me to experience a lot of travel on a lot of airlines. Part of my job is to retell other people’s experiences and spot trends and patterns that happen to lots of travelers.

But this time, I thought my experience in Madrid was an opportunity to explain to readers a bit more about how airlines think and how they operate. It’s often an ugly picture, as this week’s Middle Seat shows.

Like many travelers, I found myself face-to-face with an airline agent yelling because I thought the woman had lied to me and my wife. Repeatedly over the past couple of hours. Or so it seemed. That’s when I realized writing about the experience might be illuminating for travelers.

via blogs.wsj.com