Washington Post: When travel companies sue their customers
By Christopher Elliott
Sunday, February 7, 2010; F02
When a young woman named Carissa knocked at my door on a recent Saturday evening and introduced herself as a process server, I knew things were about to get interesting…
Matt Eventoff, an expert on crisis management and communications, recommends documenting everything, including any conversations with a travel company. If you think a lawsuit might be imminent, he suggests taking your grievance to the top. "Staff at corporate headquarters tends to be very aware of the public-relations implications of the messages sent in certain situations," he said.
Executives might have second thoughts about suing a customer who keeps meticulous records and isn't afraid to talk publicly about a grievance. "Everything that a company does sends a message, and any lawsuit filed against a customer would certainly send a message — and not a good one," he added.
Elliott is National Geographic Traveler magazine's reader advocate. E-mail him at celliott@ngs.org.
Please find the original article here. ent/article/2010/02/04/AR2010020401828_pf.html
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