Flair Airlines Commits To Improving Customer Service
This was a news piece for Open Jaw, a travel trade publication, covering Flair Airlines' response to a wave of criticism after it racked up the highest passenger complaint rate of any major Canadian airline.
I covered the launch of a new Montreal-based customer service team built to handle escalated complaints and regulatory inquiries, along with CEO Stephen Jones' comments on the airline's plans to rebuild trust following a highly public seizure of several leased aircraft. It's a quick-turn industry story built for a readership of travel professionals who need to know what's changing at a major carrier and why it matters for their clients.
