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Wall Street Journal, March 23, 2009 — An airline loses your bag or cancels your flight because of a mechanical problem. The next time you show up at the airport, an agent personally apologizes and offers a free pass to an airport lounge for your troubles.
Don't laugh. Someday it may happen at U.S. airlines.
Wall Street Journal, January 22, 2009 — The Courtyard and other Marriott chains recently stopped putting hand lotion in their rooms, leaving guests to ask for it at the front desk. Wyndham Hotels and Resorts are putting fewer towels in rooms. And Ritz-Carlton hotels are shaving opening hours at restaurants, spas and retail shops.
BusinessWeek, April 6, 2007 — Coco Chanel, the late grande dame of French couture, said she didn't do fashion—she was fashion. An apt metaphor, perhaps, for the latest trend among the titans of fashion and luxury. No longer content merely to design haute couture and accessories, they are branching out into the "experience" business by lending their design style and brands to top-of-the-line hotels and resorts around the world. Love your outfit from Bulgari, Armani, Missoni, Versace, or Moschino? Now you can wear it in surroundings conjured up by the same designers.
BusinessWeek, March 5, 2007 — Bob Emig was flying home from St. Louis on Southwest Airlines this past December when an all-too-familiar travel nightmare began to unfold. After his airplane backed away from the gate, he and his fellow passengers were told the plane would need to be de-iced.
Inside 1to1, February 27, 2007 — If any company leads in setting the gold standard for service, it’s the Ritz-Carlton, whose commitment to quality is not just part of the company’s philosophy, it’s part of the employees’ DNA. Follow us through a day inside the organization.
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