Travel News Report
Dec. 12, 2012

Turning an angry customer into a fan
American Express OPEN Forum
Dave Carroll might be best known as the unhappiest customer in America. Carroll was flying with United Airlines in March of 2008 when baggage handlers mishandled his guitar at Chicago's O'Hare airport. The guitar was damaged, and Carroll began a nine-month odyssey to secure compensation from UA. "I was told that nothing was owed and that the matter was closed," he says. In response, Carroll created three YouTube songs titled "United Breaks Guitars," which went viral and reached a whopping 150 million people.More

Chip-based cards coming to United States; migration expected to take 5 years
Business Travel News
America's payment infrastructure is set to begin next spring a multiyear migration to chip-based card technology already adopted in most regions of the world. As one of the last countries to replace magnetic stripes and signatures on cards with a chip and personal identification number or signature security standard, the United States has the advantage of learning from the experiences in other countries. But it also is disadvantaged until the conversion occurs because the market remains a fraud magnet for the rest of the world.More

U.S. Travel Association study: Career start in travel has financial rewards
Business Travel News
Workers in the past 30 years whose first job was in the travel and tourism industry progressed "further in their careers" than others and earned an average maximum salary of $81,900, according to a study released by the U.S. Travel Association. About 2 in 5 of those travel industry workers earned more than $100,000 a year, according to the study, for which U.S. Travel collaborated with Oxford Economics to analyze 30 years' worth of U.S. Bureau of Labor Statistics data.More

TravelClick: Group travel growth flattens
Successful Meetings
Following a significant rebound in 2011 and continued growth through the first half of 2012, group travel is "leveling off," hotel consultancy TravelClick reported. According to third- and fourth-quarter data from the 2012 TravelClick North American Hospitality Review, committed occupancy for the group segment — blocks of hotel rooms reserved for events and conventions — is down 0.1 percent while average daily rate is up just 1.6 percent.More

More hotels add iPads in guest rooms, common areas
USA Today
Hotels are increasingly giving guests a reason not to pick up the phone or wait in lines once they check in. How? By installing hotel-owned iPads not only in guest rooms, but in public spaces such as lounges or lobbies.More

Southwest Airlines applies for additional slots at Ronald Reagan Washington National Airport
TravelDailyNews
Southwest Airlines announced it has filed an application with the U.S. Department of Transportation for slot exemptions that would allow Southwest to offer nonstop service between Ronald Reagan Washington National Airport and William P. Hobby Airport. The proposed service is possible due to Spirit Airlines' discontinued use of the slot exemptions, which are available for use inside Washington National's traditional 1,250-mile service perimeter.More