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Links 1 through 10 of 40 by Adriana Lukas tagged UK

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seems companies (in general and airlines in particular) haven't really grasped that communication is everything in time of breakdown of any kind. Or indeed at any time. They add insult to injury by not being there, reassuring at least with their presence, if not with anything they can do to change the situation. If it mind-bogglingly stupid to assume that just because it's a) not their fault (rare but possible) b) there is nothing they can do to resolve the situation, companies are somehow absolved from communicating constantly. Or is it safer to assume they are just running away leaving abandoning their customers? Way to go...

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