Rare airport luxury, almost wasted

Turkish Airlines has built an impressive business lounge at its hub is Istanbul, with the best sleeping rooms I’ve seen anywhere in the world, including in First Class lounges. The best, that is, until you try to sleep — unless you don’t mind loud noise that even Bose headphones on top of earplugs can’t block out.

As I’ve written before, Turkish has made significant progress in recent years toward becoming a world-class carrier, but it’s still a long way from being anywhere close to the top. It rushes to do something it deems top-notch but doesn’t really think it through — and for high-end customers, a little glitz doesn’t sparkle brightly enough if the entire experience is inconsistent and unpredictable…

The peculiarities of airline agent training

It’s one of the unavoidable realities of airline customer service that three agents will often give you three different answers to the same question. But I recently discovered a more rare phenomenon: Dozens of agents consistently doing something the wrong way. Was it lack of knowledge or deliberately ignoring the rules?

Before I continue, let me say that there are numerous superb airline agents to whom I’m grateful for unknowingly teaching me the ropes of the complex air travel system for years by satisfying my insatiable curiosity. I’ve also praised U.S. agents for handling rebooking during irregular operations better than their colleagues at foreign airlines…