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Passengers need more than apologies from airlines after holiday chaos

By Frédéric Dimanche, Professor and Director, Ted Rogers School of Hospitality and Tourism Management, Toronto Metropolitan University
Kelley A. McClinchey, Teaching Faculty, Geography and Environmental Studies, Wilfrid Laurier University

After the transportation crisis this past holiday season, apologies from major airlines, airports and government officials are not enough. It’s time to protect passengers from travel companies.

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