Byline: Evan Osnos; 2000-11-20; The Chicago Tribune;Article Links
". . .Often accidentally, but sometimes deliberately, airlines give customers inaccurate, incomplete or inconsistent information. It begins before they ever buy a ticket -- with unevenly defined "on-time arrival" formulas that muddy performance comparisons -- and persists after they return home, with different airlines setting different times to start the clock for the industry's commitment to return lost luggage within 24 hours. . ."
Description:In this Pulitzer Prize winning series, Chicago Tribune staff writers expose the issues airlines face.
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