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We were in the airport in Bend, OR recently, returning from seeing one of my clients. As we waited for our plane, I couldn’t help but overhear a lady on an extended phone call with an airline. It seems she booked free flights on one airline using miles from a partner airline and was mad because she had to pay to check bags.

Pay attention to the notices, i.e. the fine print. I just booked a ticket for my daughter using points. There were big bold letters telling me that baggage fees may apply.

I don’t know what her baggage fees were but it probably wasn’t much money. Not enough to warrant her consternation. However, the point isn’t about the money. It’s about paying attention to the details and we all need to do it especially when we’re communicating with our customers.

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