Got a customer complaint? Take it up with the CEO

Going straight to the top can achieve faster – and often better – results than calling customer services. And there’s a website specially designed to help youStranded alone in an airport in North Carolina, Lucia Davies* was frustrated. In the middle of a backpacking holiday, her £676 Delta Air Lines flight home had been cancelled due to bad weather and she was grounded for two days. She was, she says, given no help finding a place to stay by Delta airline staff and no com