Business Services Industry
Evening Standard, London, Jim Armitage column.
Knight Ridder/Tribune Business News, November, 2004
By Jim Armitage, Evening Standard, London Knight Ridder/Tribune Business News
Nov. 4--BRINGING ONLINE AGENTS TO BOOK: I vowed never to use Lastminute.com again. Booking a hotel for a romantic weekend in Madrid, I thought I'd try to put the package together online. It was all so easy and cheap I could hardly believe it.
Except that 12 hours before we left for Heathrow, I found the booking had not actually been made. It had no record of a Mr. A-r-m-i-t-a-g-e, no matter how loudly and slowly I barked each letter down the phone.
Tell friends about a bad online travel experience and you will always find someone with a similar tale of woe -- dingy rooms, misplaced bookings, crashing websites. But moves are afoot to clean up the industry, at...
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