Change: There were only format changes (bold, italics, etc.) in this version. See this version for details. (Word count: 718)

Change: help you. As one subscriber put it, “You get more bees with honey than vinegar.”_________________________________________________________________________________ Peter Gurney and Lisa Goodman are customer service consultants in Seattle, Washington. Email Peter and Lisa at editor@executivetravelmag.com.   View changes from previous version. (Word count: 718)

Change: The effects of 9/11 are also to blame. The plethora of airline budget cutbacks and employee layoffs has resulted in fewer staff doing more work—and   View changes from previous version. (Word count: 710)