Customer Service

I just got back from a trip to San Francisco. We had fun. But if I ever ran my business the way airlines and hotels do, I'd be bagging groceries at the local supermarket.
Our EWR to SFO flight was scheduled to leave at 7:15 PM. We boarded, we taxied, we waited, we refueled, we taxied, we waited, we waited, we took off at 10:35 PM. We landed in SFO about 1:15 AM. Our limo was waiting. Our industry has to do it right.
We got to the hotel and guess what, we had no room, go figure, they overbooked. Even after we called just before departure to tell them we would be extremely delayed, they didn't care. They did provide a taxi to take us to another hotel, but at 2:00 AM I just wanted to go to bed. We finally got to our new rooms after 3:00 AM
At the wedding we attended we had cab service back and forth. Between us and the other guests we had four mini vans. At the end of the night the fourth van, mine, because we were the last ones to come out, was 15 minutes late. The owner offered us a free ride, but being in the business I paid him any way. The way the trip was going 15 minutes was nothing.
When we got to SFO for our flight back to EWR, we had, guess, a one hour flight delay.
Now, I don't want you to get the wrong impression, the hotel after asking what they were doing to make amends did satisfy us. So I do have to give them credit.
The airline!!! Oh yeah, what is that famous customer service line, "We're sorry". That is all your getting from them.