Airlines neglect non-flying experience

Why do numerous airlines, including those aspiring to be among the world’s best, keep focusing on improving the in-flight experience, but don’t seem to care what kind of service their customers receive before they even step foot on a plane?

It’s high time they understood that travelers are getting smarter, and mediocre reservation agents won’t be tolerated much longer. In April, I wrote about my disastrous experience with Singapore Airlines’ award-booking agents, who were so poorly trained they might as well have worked for a third-world carrier. In May, I mentioned British Airways’ arrogance and refusal to offer the slightest apology after losing the luggage of two First Class passengers who had paid $12,500 per ticket…

Where are my ex-secretaries of state?

I began the week reminiscing about my travels with four secretaries of state, so I thought I’d end it by answering another question I’m frequently asked: What happened to the three secretaries I covered before Hillary Clinton? Starting with the most recent, they are Condoleezza Rice, Colin Powell and Madeleine Albright.

I’ve also been asked often about the differences between those former chief U.S. diplomats, especially during travel. I usually point out an obvious similarity among them first: None of them is a white male. In fact, the last secretary to fit that description was Warren Christopher, who left office in January 1997, when Albright ended the centuries-old tradition.