For airline customer service workers, the holiday season serves it all: festive music on a loop, stressed-out travelers and, occasionally, movie-worthy triumphs. You might go see an airline agent if ...

If you run into an issue when catching a flight, it can be reassuring to have the time and the attention of both customer service and gate agents. But American Airlines appears to be changing the ...

Philippine Airlines was bankrupt, its passengers furious, and its contact center a black hole. Then it decided to go all-in ...