Christopher Elliott

United Airlines’ service begins to improve

Like a 747 loaded to capacity, United Airlines is rising – slowly, steadily and improbably.

“I thought I was imagining it,” says Anne Klein, who works for a marketing agency in Durango. “But United is listening. It’s trying to improve.”

Klein had two recent customer-service experiences...

Christopher Elliott is the ombudsman for National Geographic Traveler magazine. You can read more travel tips on his blog, or e-mail him at

more Travel Troubleshooter