Vivian Rouleau missed her connecting flight to Akron, Ohio, for because of baggage. Not hers, but everyone else’s. Worse, her airline didn’t seem to care about the resulting connection problem, even though it seemed to be entirely preventable.

Rouleau’s story, and others like it, suggest the new $15 fees for the first checked bag aren’t just a commercial failure (as I’ve noted in the past, there can be a negative correlation between the fees and an airline’s profitability) but they also have all the makings of a disaster, from an operational perspective.

Consider what happened on Rouleau’s flight:

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  • Elliott

    Christopher Elliott has been called one of the world’s leading travel experts. But his focus isn’t on the destination, or ev…

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