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Posts Tagged ‘KGB’

PC: CONCEALING THE TRUTH WITH LIES

In Bureaucracy, History, Law Enforcement, Military, Politics on July 14, 2014 at 10:37 am

On June 8, 2010, newspapers around the world headlined the latest triumph of Politically Correct language.

The Israeli government had apologized for circulating a video parodying the lyrics of Michael Jackson’s hit, “We Are the World.”  Its purpose: To mock terrorists from the Gaza flotilla smuggling arms into Gaza.

In early June, 2010, six Hamas ships set out in defiance of the Israel’s blockade of Gaza.  One of those ships, the Mavi Marmara, suffered nine casualties during a subsequent Israeli raid on the flotilla.

In the video, Israelis dressed up as activists offer their own take on the incident through song.

Among its lyrics:

We’ll make the world
Abandon reason
We’ll make them all believe that the Hamas
Is Momma Theresa
We are peaceful travelers
We’re waving our own knives
The truth will never find its way to your TV

Click here: The Flotilla Choir Presents We Con The World – YouTube

The Israeli Government Press Office distributed footage of the music video to foreign journalists on June 4, but then sent an apology to reporters just hours later, insisting it had been an accident.

“The contents of the video in no way represent the official policy of either the Government Press Office or of the State of Israel,” Israel’s Government Press Office later told CNN.

But the retraction did not stop “We Con the World” from becoming an Internet hit, getting over three million views in less than a week

By issuing such an apology the Israeli government forfeited a vital weapon in its ongoing struggle for not simply sovereignty but survival: Ridicule.

Every great tyrant has feared the laughter of his enemies. For that reason, the Roman Emperor Augustus banished the satirical poet, Ovid, from Rome and the KGB worked overtime to suppress anti-Communist jokes.

It’s clear that Israeli bureaucrats–like American ones–have caught the Political Correctness disease, where even the most criminally depraved are off-limits as targets for satire.

During most of the eight-year Presidency of Bill Clinton, the State Department applied the “rogue state” moniker to nations like Iran, Iraq and North Korea.

In a 1994 lecture, Madeleine Albright, then U.S. ambassador to the United Nations, defined a rogue state as one that actively tried to undermine the international system.

But in 2000, the State Department declared that it would no longer refer to such nations as “rogues.” Instead, they would now be referred to as “states of concern.”

“Rogue,” said a State Department spokesman, was inflammatory, and might hamper the efforts of the United States to reach agreements with its sworn enemies.

In short, it’s become Politically Incorrect to refer to even our sworn enemies as enemies.

As Steven Emerson, president of the Investigative Project on Terrorism (IPT) puts it: “If you can’t name your enemy, how can you defeat him?”

During World War 11, GIs–and their commanders–routinely referred to German soldiers as “krauts.”  Japense soldiers were universally referred to as “Japs.”

Throughout the Vietnam war, North Vietnamese troops were called “gooks,” “dinks” and “Charlie.”  During the 1991 Gulf War, American soldiers called Iraqi soldiers “ragheads.”

Admittedly, that’s not the sort of language to use in polite company.

But there is nothing polite about war, and it’s unrealistic to expect those whose lives could be snuffed out at any moment to be Politically Correct in talking about their enemies.

The United States has been at war with Islamic nations since September 11, 2001.  But terms such as “jihadist,” “jihadi” and “mujahedeen” are now officially forbidden by the Pentagon.

So is “Islamofascism,” a term often used to describe Islamic aggression against other countries–especially non-Muslim ones.

Similarly, the American government now seeks to impose the same Political Correctness restrictions on how to refer to daily invasions of its sovereign bordeers.

“Illegal alien” is taboo–although totally accurate.   An “alien” is defined as “a foreigner, especially one who is not a naturalized citizen of the country where they are living.”

And a foreigner who violates another country’s immigration laws is in that country illegally.

“Undocumented immigrant” is the new fashionable term to be used by all federal agents charged with enforcing our immigration laws.

Liberals feel that this sounds nicer, and won’t offend our “little brown brothers” south of the Rio Grande.

“Undocumented immigrant” makes it seem as though the mass violations of America’s national border are no big deal.  You might even think the illegal alien simply lost his legal papers while sneaking across the border.

More than 500 years ago, Niccolo Machiavelli, the father of modern political science, laid out the guidelines for effective propaganda.  In his notorious book, The Prince, he wrote:

…Men in general judge more by the eyes than by the hands, for every one can see, but very few have to feel.  Everyone sees what you appear to be, few feel what you are….

Apparently, many people in government are now convinced: If you don’t admit there is a problem, the problem doesn’t exist.

HOSTAGE NEGOTIATION: KGB STYLE

In Bureaucracy, History, Military, Politics on June 18, 2014 at 10:12 am

Retrieving hostages is always a difficult task.

Even when you get your hostages back, there can be serious reprecussions–as President Barack Obama is fast learning.

Several Republican lawmakers in the U.S. House of Representatives and the U.S. Senate believe that Obama broke the law by exchanging five Taliban leaders for captured U.S. Army Sergeant Bowe Bergdahl.

And they are urging Congress to investigate whether this is grounds for impeachment.

A Federal law requires the Secretary of Defense to notify Congress 30 days before releasing any detainees from prison.  He must also explain why they are not expected to again pose a threat to the United States.

“I think in the eyes of many, he broke the law by not informing Congress 30 days before that,” California Rep. Buck McKeon, the chairman of the House Armed Services Committee, said in an interview on MSNBC Monday.

“[National Security Advisor Susan] Rice said Congress has been informed of this along the way. I don’t know who they were talking to. I have not been a part of this, and I’m the chairman of the committee.”

Senator Lindsey Graham (R-S.C.) is highly concerned that the five released Taliban prisoners could will return to wage war against Americans.

Senator Lindsey Graham

In a letter he recently sent to Armed Services Committee Chairman Carl Levin (D-Mich.) and Ranking Member Jim Inhofe (R-Okla.), Graham stated:

“The five terrorists released were the hardest of the hard-core. They have American blood on their hands and surely as night follows day they will return to the fight.

“In effect, we released the ‘Taliban Dream Team.’ The United States is less safe because of these actions.”

Graham predicted that the release will “inevitably lead to more Americans being kidnapped and held hostage throughout the world.”

Meanwhile, in Israel, tensions are high over the kidnapping, on June 12, of three teenagers in the West Bank.  They were hitchhiking home near the Palestinian city of Hebron.  Two of the teens are Israelis; the third is an American.

Their kidnappers are presumed to be Palestinian militants.

Israeli soldiers scoured the West Bank but, so far, no signs of the missing teens have turned up.  And, so far, no one has claimed responsibility for the kidnappings.

Benjamin Netanyahu, Israel’s prime minister, warned his countrymen in a televised statement: “We are in the midst of a complex operation. We need to be prepared for the possibility that it will take time.”

Usually, political kidnappings trigger ransom demands and agonizing decisions by high-ranking government officials as to whether they should be met.

But there is another way governments can respond to such terroristic blackmail.  It might be called, “The KGB Method.”

On September 30 1985, four attaches from the Soviet Embassy in Beirut, Lebanon, were kidnapped by men linked to Hizbollah (“Party of God”), the Iranian-supported terrorist group.

The kidnappers sent photos of the four men to Western news agencies.  Each captive was shown with an automatic pistol pressed to his head.

The militants demanded that Moscow pressure pro-Syrian militiamen to stop shelling the pro-Iranian militia in Lebanon’s northern port city of Tripoli.

And they threatened to execute the four Soviet captives, one by one, unless this demand was met.

The Soviet Union began negotiations with the kidnappers, but could not secure a halt to the shelling of Tripoli.

Only two days after the kidnappings, the body of Arkady Katov, a 30-year-old consular secretary, was found in a Beirut trash dump.  He had been shot through the head.

That was when the KGB took over negotiations.

Insignia of the KGB

They kidnapped a man known to be a close relative of a prominent Hizbollah leader. Then they castrated him, stuffed his testicles in his mouth, shot him in the head, and sent the body back to Hizbollah.

The KGB then informed the Hizbollah leader: We know the names of other close relatives of yours, and the same will happen to them if our diplomats are not released immediately.

Soon afterward, the remaining three Soviet attaches were released only 150 yards from the Soviet Embassy.

Hizbollah telephoned a statement to news agencies claiming that the release was a gesture of “goodwill.”

In Washington, D.C., then-CIA Director William Casey decided that the Soviets knew the language of Hizbollah.

Click here: Hostages? No Problem Soviets Offer ‘How-to’ Lesson In Kidnapping – Philly.com

Both the United States and Israel–the two nations most commonly targeted for terrorist kidnappings–have elite Special Forces units.

These could be ordered to similarly kidnap the relatives of whichever Islamic terrorist leaders are responsible for the latest outrages.

Ordering such action would instantly send an unmistakable message to Islamic terrorist grouops: Screw with us at your own immediate peril.

As Niccolo Machiavelli warned more than 500 years ago: “Men have less scruple in offending one who makes himself loved than one who makes himself feared. 

“For love is held by a chain of obligations which, men being selfish, is broken whenever it serves their purpose; but fear is maintained by a dread of punishment which never fails.”

In the United States, the U.S. Navy SEALS, Green Berets and Delta Force stand ready.  They require only the orders.

DA PLANE! DA PLANE!

In Bureaucracy, Entertainment, History, Politics, Social commentary on March 20, 2014 at 12:35 am

On March 8,  2014, Malaysian Airlines Flight 370 took off from Kuala Lumpur International Airport for Beijing Capital International Airport.

Less than an hour after taking off, the boeing 777-200ER last made contact with an air traffic control tower–and then vanished.

With it vanished 227 passengers–the majority of them Chinese–and a crew of 12.

By March 18, 26 nations were participating in the search.

Not since the 1937 disappearance of aviatrix Amelia Earhart has the disappearance of a single plane triggered such an international frenzy.

And that frenzy extends to the media coverage given it–especially on CNN.

Since its disappearance on March 8, Flight 370 has been the preeminent story on CNN.

With no telltale wreckage or even an oil slick to indicate the plane’s fate, CNN has been forced to make do with maps and “talking heads” speculation.

And to keep audiences attuned while there is no actual news to report, CNN has been forced to rely on a steady stream of “BREAKING NEWS” headlines.

And then what follows is more “talking heads” offering more speculation.

On March 16, CNN anchor Don Lemon and Brad Meltzer, host of Brad Meltzer Decoded, raised the possibility of “the supernatural” as responsible for the disappearance.

Lemon used a toy plane to demonstrate a series of turns and dives before simulating a landing on his anchor desk.

 Don Lemon with his toy plane

“We go to church, the supernatural power of God,” said Lemon.  “People are saying to me, ‘Why aren’t you talking about the possibility?’

“And I’m just putting it out there–that something odd happened to this plane, something beyond our understanding.”

And Meltzer responded: “People roll their eyes at conspiracy theories, but what conspiracy theories do is they ask the hardest, most outrageous questions sometimes, but every once in a while they’re right.

“You can say, ‘Oh, it crashed into the ocean.  But where are the parts? Where are the pieces? Why did it keep going for seven hours?”

This, in turn, has had both a positive and a negative effect.

On the positive side: CNN–which has found itself struggling in the ratings war against Fox News and MSNBC–has seen its ratings surge.

Over the weekend of March 15-16, CNN’s ratings soared, rising by almost 100% in prime time.

On the negative side: CNN’s “All-Vanished-Plane/All-the-Time” coverage has annoyed and angered many other viewers–including some prominent ones.

One of these is Bill O’Reilly, host of Fox News program The OReilly Factor.

“When I’m watching this, I’m like throwing–I’m upset about it,” he said on March 18.   “I know it’s ratings obviously or people wanna watch the mystery, but it’s now corrupting the news business I think.”

Charles Krauthammer, the conservative columnist, replied: What bothered him was that networks were treating the tragedy as “a game, when actually it was a terrible, terrible event.”

“There comes a point where it becomes a burlesque show, it becomes a farce and we’ve reached that point on this coverage,” O’Reilly said.

“When does Godzilla come in? And on another network they actually said aliens might’ve taken it. They actually said that on the air!”

As a result, there are three journalistic truths that CNN can–and should–take to heart:

  1. Breaking News!” means “news that is happening right now.” It does not mean “news that happened last week but we just found out about it today.”  Nor does it mean speculation about events that still remain a mystery.
  2. It is possible to broadcast more than one news story in a 24-hour period. The disappearance of the Malaysian plane does raise troubling questions about aviation safety. But there are other events going on in the world. And some of them are–surprise!–even more important.
  3. When you don’t have any actual news to report on a particular story, just say so and move on to another story where you do have news. Putting a half-dozen “talking heads” around a table to endlessly speculate about what might have happened isn’t the same as actually reporting the news.

There’s nothing wrong with a network’s sticking with a story as long as (1) it’s truly important, and (2) it’s actually ongoing.

The classic example of this: When, in August, 1991, the KGB and other Right-wingers overthrew Mikhail Gorbachev, General Secretary of the Soviet Union.

Closely following this story–for reporters and viewers–made sense: The Soviet Union commanded enough nuclear weaponry to destroy the United States.

Boris Yeltsin, President of the Russian Federation, denounces the KGB coup

So it truly mattered whether Gorbachev–a moderate reformer–remained in power or was replaced by a KGB-sponsored coup.

Fortunately–for Gorbachev and the West–he was returned to power and Communism collapsed.

Watching on TV as Russians throw off the yoke of 70 years of Red slavery was like watching the fall of the Roman Empire.

This was a truly monumental and historical event.   And those who lived through it as spectators could be grateful to CNN and other networks for their ongoing coverage.

But the disappearance of a single Malaysian plane doesn’t fit into these categories.  Even if it proves monumentally good for CNN’s ratings.

KGB AIRWAYS: PART EIGHT (END)

In Bureaucracy, Business, Law, Self-Help on December 16, 2013 at 12:18 am

So you’ve decided to sue the airline you believe wronged you.

One option is to do so in small claims court.

A plus is you don’t need an attorney. In fact, you’re barred from bringing in an attorney. You represent yourself, which means you don’t have to pay an attorney–either up-front or at the end of the case.

Another plus: It will cost you far less to represent yourself than it will cost the airline to send a representative.

If you file in California and the airline is headquartered in New York, it will be expensive for them to send a rep to attend the proceedings. If the airline fails to send someone as its representative–which is highly unlikely–it loses by default.

A minus is that you may not be the confrontational type.  You may also feel intimidated by the legal process–and afraid of looking like an idiot if you lose.

Another minus is that each state sets a different amount you can win in damages.

To learn about the rules applying to small claims courts in your state, consult the following link: Click here: 50 State Overview of Small Claims Rules | Nolo.com.

A second option is to take your case to civil court.

A plus is that the dollar-amount you can obtain at this level is far higher than in small-claims court.

A minus is that you’ll definitely want to retain an attorney.

True, you can legally represent yourself.  But aviation law is complex.  The airline will definitely have an attorney, so if you don’t, you’re bringing a knife to a gunfight.

If you can find an attorney willing to represent you on a contingency fee basis, you don’t have to pay him unless you win.  His fee will then come out of your settlement amount.

Another minus: If you can’t find an attorney willing to take your case on this basis, you’ll have to pay him by the hour, after first putting up a retainer fee, which can be quite large.

A third minus is that the courts are clogged with cases, and it can take months or even years before yours will be heard.

And remember: The vast majority of cases–civil and criminal–are settled outside of court.  In civil cases especially, judges strongly urge both sides to reach a compromise rather than duke it out in court.

And both sides are usually willing to do this, since there’s no telling how a jury might rule.

Finally, there’s the option of filing a class-action lawsuit.

A plus to this is that you’re not alone in your charge against the airline.  Other passengers who have been similarly wronged are seeking damages, and so the spotlight is not on any one plaintiff.

A minus is that such cases are extremely complex and must be handled by experienced attorneys.

Typically, federal courts are thought to be more favorable for defendants, and state courts more favorable for plaintiffs. Many class actions are filed initially in state court. The defendant will frequently try to remove the case to federal court.

Another minus: If your side prevails, the amount of money each plaintiff receives will be far smaller than if the award were to be divided between a single plaintiff and his attorney(s).

Finally, even if you win, you can be certain the airline will appeal the verdict.  Such appeals can go on for literally years.

On a more far-reaching basis, you can demand that your Congressional representatives support passenger rights through legislation.

Protections are especially needed when a single airline official–such as a steward–kicks a passenger off an airplane for reasons that have nothing to do with security.

(Examples:

  • Two women kissing;
  • a steward demanding whether a woman is wearing underwear;
  • another steward taking offense at a passenger’s request for help.)

During the administration of President George H.W. Bush, Congress overrode only one of his 44 vetoes.  In that case, Congress put a cap on the rates cable TV companies could charge.

They did so because their constituents had made clear their rage about high-priced fees.

Members of the Senate and House of Representatives will respond to constituent demands:

  1. If enough voters make their specific demands known; and
  2. If those voters make clear that ignoring their demands will guarantee defeat at the next election.

There are consumer rights organizations now pressing for vitally-needed passenger protections.  These organizations need support–both in terms of members and money.

Only then can they counter the legalized bribes (known as “campaign contributions) the airlines offer to members of Congress.

An example is Flyers Rights, which can be reached at: FlyersRights.ORG – Largest Non-Profit Airline Consumer Organization.

Above all, remember: Airlines are run by corporations.

Their foremost concern is not your comfort or even safety as a passenger.  It’s with further enriching their key executives.

You must be willing to stand up for your own rights–because the airline couldn’t care less about them.

KGB AIRWAYS: PART SEVEN (OF EIGHT)

In Bureaucracy, Business, Self-Help, Social commentary on December 13, 2013 at 12:31 am

You can’t get the airline to take your complaint seriously but you don’t want to file a lawsuit.

So now what do you do?

You could file a complaint with one or more consumer complaint websites.  Just remember:

  • What you say online can hurt you.
  • Accuse someone of criminal or shameful behavior, and you can be sued for libel.
  • Threaten someone with exposure or financial ruin aunless he pays you money and you can be privately sued and/or criminally prosecuted for extortion.
  • And once you click on the “Send” button, there’s no recalling your email.

Review the guidelines offered in Part Six of this series on how to safely craft your letter/email.

Below is a partial list of consumer complaint websites.  No endorsement is implied by this listing.  It’s offered simply to illustrate the variety of such websites available.

http://www.pissedconsumer.com/ - Pissed Consumer (complaints only)

http://www.measuredup.com/ - Measured Up (“Customers Review / Businesses Reply / Everybody Wins”)

http://www.complaints.com/ - Complaints (post and research consumer complaints)

http://www.thesqueakywheel.com/ - The Squeaky Wheel (submits your complaint to google)

http://www.consumercomplaintagency.org/ - Consumer Complaint Agency (“Take [unspecified] action on your behalf”)

https://www.ftccomplaintassistant.gov/ - Federal Trade Commission (does not resolve individual consumer complaints)

http://www.complaintnow.com/ - Complaint Now (complaints only)

http://hissingkitty.com/ - Hissing Kitty (posts your complaint on Google, Yahoo, and Bing)

http://www.airlinecomplaints.org/ - Airline Complaints (complaints only)

http://airconsumer.ost.dot.gov/problems.htm - Aviation Consumer Protection and Enforcement (U.S. Department of Transportation) (complaints)

http://www.airsafe.com/complain/complain.htm - Air Safe (“critical information for the traveling public”)

http://www.consumeraffairs.com/travel/airlines.html - Consumer Affairs (complaints only)

Your first impulse will probably be to immediately file your complaint with a website like one of these.

Don’t do it.

Instead, try to resolve your problem (assuming it can be resolved) with the airline.

Why?  Two reasons:

  1. You may be able to obtain what you want at that level, without having to do anything more.
  2. If you don’t give the airline the chance to address your grievance, you will be accused of pursuing a vendetta.  This will be especially true if you later sue the airline.

Use websites like these as a fallback option–in case you’re unable to can’t resolve your problem with the airlines.

And, frankly, there’s a good chance you won’t.

In its September 3, 2009 issue, Time magazine warned that calling the airlines’ customer complaint lines would likely prove a waste of time.

The major carriers have, quietly, made it steadily more difficult for customers to reach a person with their complaints. “The airlines don’t want to talk to their  customers,” says John Tschohl, a consultant to businesses on customer service.

Even the few airlines that still have customer-service numbers bury them deep within their websites.  Finding them is often as much a matter of luck as persistence.

So as advised in Part Five of this series: Don’t waste your time with the Customer Service line.  Go directly to the topmost official(s) of the airline and make it clear why it’s in their best interests to resolve your problem. 

Then, if you can’t find a workable solution, file your complaint with as many consumer-protection websites as possible.

You can also file complaints with one or more federal agencies that hold jurisdiction over the airlines.

If your complaint is safety related, address it to the Federal Aviation Administration (FAA) at:

Assistant Administrator for System Safety ASY-100
Federal Aviation Administration
800 Independence Ave., S.W.
Washington, D.C. 20591

1-866-835-5322

Click here: Contact the Aviation Safety Hotline

If your complaint involves security, direct it to the Transportation Security Administration (TSA).  You can reach this by phone at 866-289-9673 or by e-mail at tsa-contactcenter@dhs.gov.

A final option is to sue the airline.

For most people, bringing in a lawyer is like bringing up the heavy artillery.  When should you do so?

Christopher Elliott, author, consumer advocate and journalist, outlines “five times when you should consider skipping the complaints process and going straight to court:

  1. When they’re playing games.
  2. When they’ve broken a contract.
  3. When they’re being dishonest.
  4. When they’re ignoring you.
  5. When they aren’t listening to reason.

Elliott’s webpage contains a wealth of practical advice for those who’ve had their fill of airline arrogance.  It can be accessed thus: Click here: See you in court: 5 times when you should just sue ‘em.

Yet another must-read for those wondering if they should file suit: Click here: Lies the Airlines Tell Us – ABC News

Assuming you decide to sue, there are three ways to do this:

  1. In small claims court.
  2. In regular civil court as an individual claimant.
  3. As part of a class-action lawsuit.

Each approach has its own series of pluses and minuses.  I’ll explore these in my next column.

KGB AIRWAYS: PART SIX (OF EIGHT)

In Bureaucracy, Business, Law, Self-Help on December 12, 2013 at 12:09 am

For your complaint to be addressed, it must first be put in writing–whether in a letter and/or an email.  Most likely, several letters and/or emails.

Even in our video-oriented society, the written word still carries far greater weight than the spoken one.  A document can be used as evidence in a civil lawsuit.

If you cringe at writing it yourself, you can ask someone else to write it for you.  But if s/he lacks excellent judgment and literary skills, you’ll be no better-off.

At best, the letter will prove ineffective and be ignored.  At worst, it could open you to charges of libel and/or extortion.

And even if the person can write an effective letter on your behalf, chances are you’ll have to pay for that service.

If you decide to write the letter yourself, you’ll find highly effective advice in Shocked, Appalled, and Dismayed: How to Write Letters of Complaint That Get Results, by Ellen Phillips.

Product Details

Click here: Amazon.com: Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results (9780375701207): E

Among the subjects she covers–in detail–are:

  • Who to write to, what to say, what to ask for.
  • The names and addresses of over 600 major companies.
  • How to draft personal petitions covering everything from tenant-landlord disputes to workman’s compensation.
  • What steps to take to avoid litigation.

My own tips for writing a successful complaint letter are:

  • Remove any vulgar or profane words. 
  • Don’t make sweeping accusations: “Your agency is a waste.” 
  • Stick to facts you know can be proved: The who, what, when, where, how and why of reporting.
  • Don’t attribute motives to people you’ve had problems with.  You don’t know why someone did what he did.
  • Cite the names and titles of any airline employees who (1) witnessed the reason for your complaint, or (2) were witnesses to it.
  • Show how the failure of the official to address your problem reflects badly on the company: “This is not the level of service your ads would lead potential customers to expect.”
  • If there is a specific action the airline can take to redress your complaint, be sure to mention it.  (You can be so angry when making a complaint that you forget to say what you want the company to do to resolve it.)
  • Be reasonable and realistic in what you ask for. 
  • If you want reimbursement for expenses you had to make (such as hotel lodgings) owing to the airline’s fault, then provide copies of receipts.
  • Emphasize your desire to resolve the complaint amicably and privately within the company.
  • If necessary, note any regulatory agencies that can make life rough for the company if your complaint isn’t resolved. 
  • Cite the applicable law(s) under which it can be sued: “According to the Passenger Bill of Rights….”
  • Make certain the airline knows you expect a reply within a certain length of time: “I would appreciate your response within the next 10 business days.”

Of course, your overture(s) may be ignored.  Or you might feel the airline has not made a good-faith effort to compensate you.

In either case, you have two more courses of action to pursue.

  1. Threatening the airlines with bad publicity; and
  2. Threatening the airlines with a private lawsuit.

Thanks to the Internet, it’s far easier to spread the word about companies that mistreat their customers.

“Fly the Friendly Skies” is no longer n advertising slogan (even at United Airlines, which popularized it).  But airlines spend millions of dollars a year on selling just that image of themselves.

So anything that threatens to throw mud on that image is guaranteed to set off alarm-bells at corporate headquarters.  Especially if that mud is well-deserved.

An easy way to avenge airline mistreatment is to make full use of a wide array of consumer-opinion websites.

It’s important to check out each website carefully to increase your chances of having your complaint resolved.

  • Most websites simply offer a forum to vent your spleen.
  • Others promise to take various forms of action on your behalf–such as directing your complaint to the airline or a government agency.
  • Others offer to refer your complaint to an attorney.
  • Many of these are free.
  • Others charge a nominal fee (such as $5) for posting your complaint.
  • Some complaint websites are run by the Federal Government–such as those of the Transportation Safety Administration (TSA), the Federal Aviation Association (FAA) and the Federal Trade Commission (FTC).
  • Some are run by individual states–such as the Office of the California Attorney General.
  • The major airlines provide “file a complaint” pages on their websites.

WARNING: What you say online can hurt youAccuse someone of criminal or shameful behavior, and you can be sued for libel. Threaten someone with exposure or financial ruin and you can be privately sued and/or criminally prosecuted for extortion.

And once you click on the “Send” button, there’s no recalling your email.

KGB AIRWAYS: PART FIVE (OF EIGHT)

In Bureaucracy, Business, Law, Self-Help on December 11, 2013 at 12:40 am

Have a complaint against an airline–but don’t want to waste your time with low-level Customer Service reps?

Good.  You’ve just learned what is probably the single most important lesson in bureaucracy-busting: If you want action, seek out those who are empowered to make it happen.

So take your complaint to someone who has the authority to resolve it. This means, preferably, the CEO of the airline, or at least one of his executive colleagues.

But who are these people? And how do you track them down?

You start by realizing that every major airline has a website. And that website can usually be counted on to list the top honchos of the company.

Even if it doesn’t, you can usually obtain this information on the Internet. Go to “google” and type: “[Name of airline] board of directors.”

This should arm you with

  • the name of the CEO;
  • the company’s mailing address;
  • its phone number for reaching its top executives; and
  • its website and/or email address.

Below are listed

  • the names of the CEOs of the major United States airlines
  • their mailing addresses
  • their corporate phone numbers and (where given)
  • their email addresses.

But the corporate world is filled with men (and a few women) who are highly skilled at moving up–by moving others out.  So keep in mind that the names provided below will not be permanent.

Check out the appropriate websites to obtain the latest information before writing that letter and/or making that call.

Send out a letter addressed “To Whom It May Concern” and you’ll instantly be branded as a lightweight.   This only shows that you were too lazy/stupid to find out who holds power in the organization.

Whereas a well-written letter addressed to the key decision maker will instantly warn top executives: “Take this person seriously.”

Now, the airlines:

DELTA AIRLINES

Richard H. Anderson – Chief Executive Officer of Delta since September 1, 2007.

Edward H. Bastian – President of Delta since September 1, 2007.

Email:  Email us
Phone: (404) 715-2600
Mail:
Delta Air Lines, Inc.
P.O. Box 20706
Atlanta, Georgia 30320-6001

Click here: Delta Airlines Board of Directors

AMERICAN AIRLINES

Thomas W. Horton – Chairman, President and Chief Executive Officer, AMR Corporation / American Airlines, Inc., Fort Worth, Texas.

John W. Bachmann - Senior Partner, Edward Jones, St. Louis, Missouri.

Mail:
P.O. Box 619616
DFW Airport, TX   75261-9616

Phone: (817) 963-1234

Click here: American Airlines Board of Directors

UNITED AIRLINES

Glenn F. Tilton – non-executive chairman of the board of directors of United Continental Holdings, Inc.

Jeffery A. Smisek – President and Chief Executive Officer, United Continental Holdings, Inc.

Oscar Munoz – Executive Vice President and Chief Financial Officer, CSX Corporation

Shareholders and other interested parties may contact the United Continental Holdings, Inc. Board of Directors as a whole, or any individual member, by one of the following means:

  1. writing to the Board of Directors, United Continental Holdings, Inc., c/o the Corporate Secretary’s Office, HDQLD, 77 W. Wacker Drive, Chicago, IL 60601; or
  2. by emailing the Board of Directors at UALBoard@united.com

If neither of these methods seems to work, try these:

Mail:
P.O. Box 66100
Chicago, IL 60666

Phone (general): (800) (800) 864-8331

Phone Investor Relations: (312) 997-8610

United Continental Holdings, Inc. – Investor Relations – Board of Directors

JETBLUE AIRWAYS

Joel C. Peterson – Independent Chairman of the Board of Jetblue Airways Corporation.

David Barger – President, Chief Executive Officer, Director of JetBlue Airways Corporation.

Mark D. Powers – Chief Financial Officer, Executive Vice President, Treasurer of JetBlue Airways Corporation.

JetBlue Airways Corporation Corporate Office | Headquarters
118-29 Queens Blvd.
Forest Hills, NY 11375
Phone:  (718) 286-7900
Toll Free: 800) 538-2583

http://www.jetblue.com

AIRTRAN

AirTran Airways is a wholly-owned subsidiary of Southwest Airlines.  Thus, complaints against Airtran should be directed to the top executives of Southwest.

SOUTHWEST AIRLINES

David W. Biegler – Chairman and CEO

Douglas H. Brooks – Chairman of the Board, President and Chief Executive Officer
Southwest Airlines Corporate Headquarters
Physical Address:
2702 Love Field Drive Dallas, Texas 75235
Mailing Address:
P.O. Box 36611 Dallas, Texas 75235
Telephone: (214) 792-4000 (Main Switchboard)

Click here: Southwest Airlines Investor Relations – Board of Directors

US AIRWAYS

W. Douglas Parker – Chairman of the Board, CEO

Bruce Lakefield – Vice Chairman of the Board, President, CEO

Derek Kerr – Chief Financial Officer, Executive Vice President

Corporate Contact Information:

Mailing address: US Airways 4000 E. Sky Harbor Blvd. Phoenix, AZ 85034 Corporate headquarters: 111 W. Rio Salado Parkway Tempe, AZ 85281 Phone: (480) 693-0800 7 AM – 5 PM Monday – Friday

Daniel E. Cravens
Director
Investor Relations
US Airways
111 West Rio Salado Parkway
Tempe, AZ 85281

Phone: 480.693.1227

E-mail: Click here: US Airways | Compliments/complaints

Click here: US Airways | Investor relations

Click here: US AIRWAYS GROUP INC (LCC:New York): Board of Directors – Businessweek

ALASKA AIRLINES

William S. Ayer – Chairman

Bradley D. Tilden – President and CEO

Brandon Pederson – Chief Financial Officer

Corporate Offices:

P.O. Box 68900
Seattle, WA   98168

Phone: (206-433-3200

Click here: Executive Leadership – Alaska Airlines

CONTINENTAL AIRLINES

In 2010, Continental Airlines merged with United Airlines.  Direct all inquiries and complaints to United Airlines, whose corporate information is given above.

KGO AIRWAYS: PART FOUR (OF EIGHT)

In Bureaucracy, Business, Law, Self-Help on December 10, 2013 at 12:44 am

The concept of “consumer rights” has not yet reached the airline industry.

Under Federal law, as enforced by the Federal Aviation Administration, airline passengers have only the following guaranteed rights:

If your flight is delayed (such as by bad weather) and you’re stuck on the tarnac:

  • Tarnac delays cannot exceed three hours. You can leave the plane if you choose after that.
  • Food and water must be available after the plane has been stuck on the tarnac for two hours.
  • The airline must service toilets, keep air conditioning on, and keep trash cans clean.

In addition, the U.S. government mandates these “rights” for air travelers:

  1. Compensation when you’re bumped due to overbooking –and for no other reason.
  2. An airline must accept lost/damaged baggage liability up to $3,000 in depreciated value per passenger for a domestic flight (limits on international flights are either about $1,700 or $635, depending on which rule applies).

Beyond those, all you can claim is what’s in each airline’s “contract of carriage.” Those contracts are–naturally–heavily biased toward airlines, not customers.

Given that the law–and the Congressmen who create it–is still largely owned by the airlines, you, as a customer, are forced to make do with the weapons at hand.

These essentially boil down to two:

  1. Threatening the airlines with bad publicity; and
  2. Threatening the airlines with a private or class-action lawsuit.

In both cases, it’s best to first contact the highest-ranking officials in the airline company.

There are two reasons for this:

  1. They have the most to lose, and
  2. They have the power to redress your complaint.

You can try to reach the CEO or one of his assistants during the time of the incident.  But, most likely, this will happen afterwards.

If a mini-Hitler of an airline steward decides to eject you because s/he doesn’t like your clothes or request for help, there’s nothing you can do about it.

If you physically resist, you will almost certainly be arrested and charged with some version of domestic terrorism.  You’ll be shipped off to jail and forced to defend yourself against the bogus charge.

Even if the authorities decide to not prosecute, you’ll have to spend at least several hundred dollars on legal representation.

And, of course, the airlines won’t care.  They won’t be spending a dime on your prosecution–that will be paid for by the local U.S. Attorney’s (federal prosecutor’s) office.

Niccolo Machiavelli, the father of political science, wisely advised in The Prince:

A prince…must imitate the fox and the lion, for the lion cannot protect himself from traps, and the fox cannot defend himself from wolves. 

“One must therefore be a fox to avoid traps, and a lion to frighten wolves.”

This is definitely the time to take on the trappings of a fox.  However painful it is to swallow the insult at the time it’s given, don’t give the airlines an excuse to have you arrested.

Take your revenge afterward.  That’s what musician Dave Carroll did.

Carroll alleged that, in 2008, he and fellow passengers saw United Airlines’ baggage-handling crew throwing guitars on the tarmac in Chicago O’Hare.

He arrived at Omaha, Nebraska, his destination to discover that the neck of his $3,500 Taylor guitar had been broken.

Carroll complained to three United employees, but they proved indifferent.  He filed a claim with the airline–but was told he was ineligible for compensation.

The reason?  He had not filed the claim within the company’s stipulated “standard 24-hour timeframe.”

Carroll turned to his musical roots for a remedy.  He wrote a song, “United Breaks Guitars,” and turned it into a music video which he posted on YouTube and iTunes in July, 2009.

Click here: United Breaks Guitars – YouTube

The song went viral, and became a public relations nightmare for the airline.

The Sunday Times reported that, four days after the video’s posting, United Airlines’ stock price fell 10% costing stockholders about $180 million in value.

Most customers, admittedly, aren’t musicians.  For them–short of suing–the weapons of choice will be:

  • The phone
  • Letters
  • The Internet
  • Consumer protection organizations that can be enlisted

Let’s start with the first: The phone.

Most customers assume the place to take their anger is the airline Customer Service desk.  And the airlines encourage people to do just that.

Don’t do it.

Customer Service is staffed by people who may ooze compassion but who aren’t authorized to do anything on your behalf.

And of course they’ll be well-versed in the standard airline excuses for why your request is denied.

(Think of Dave Carroll and the excuse United’s reps offered him: You didn’t file your claim within 24 hours.)

Even if they truly want to help you, they’ll find themselves outranked at every level.

So take your complaint to someone who has the authority to resolve it.  This means, preferably, the CEO of the airline, or at least one of his executive colleagues.

KGB AIRWAYS: PART THREE (OF EIGHT)

In Bureaucracy, Business, Law, Self-Help on December 9, 2013 at 12:30 am

When Leisha Hailey and her girlfriend kissed aboard a Southwest Airlines flight to Los Angeles, they quickly found themselves in trouble.

Leisha Hailey

A flight attendant told them that Southwest was “a family airline.” When they argued they were targets of homophobia, the attendant ejected them from the plane.

Hailey–the star of Showtime’s The L-Word (and a lesbian)–posted her experience on Twitter.  Calling for a boycot of Southwest, she tweeted:

“I want to know what Southwest Airlines considers as ‘family.’ I know plenty of wonderful same-sex families I would like to introduce them to. Boycott @SouthwestAir if you are gay. They don’t like us.”

Naturally, Southwest had its own explanation for what had happened:

“…We received several passenger complaints characterizing the behavior as excessive. Our crew, responsible for the comfort of all Customers on board, approached the passengers based solely on behavior and not gender. The conversation escalated to a level that was better resolved on the ground, as opposed to in flight.”

In short, the situation was “better resolved on the ground” by forcing two unarmed, non-threatening women to leave the plane rather than having the airline honor their high-priced tickets.

Now, a quick question: When does a camera become a dangerous weapon?

When you snap a picture of an especially rude airline employee.

  • A  Miami photographer was escorted off a US Airways plane and deemed a “security risk” after she did this at Philadelphia International Airport in July, 2011.

Sandy DeWitt believed the employee, Tonialla G., was being rude to several passengers in the boarding area of the flight to Miami.

So DeWitt, a professional photographer, used her iPhone to snap a picture of G.’s nametag.  She intended to file a complaint with US Airways and wanted the picture as evidence.

As DeWitt settled into her seat, preparing for take-off, G. entered the plane and confronted her.

She ordered DeWitt to delete the photo.

DeWitt had already turned off her iPhone, as required before take-off.  She turned the phone back on to prove that the photo hadn’t come out.  Even so, she deleted the too-dark picture.

G. then walked into the cockpit to inform the pilot that DeWitt was a “security risk.”

Suddenly, DeWitt found herself being escorted off the plane by two flight attendants.  Her husband followed.

Speaking with Michael Lofton, a US Airways manager at Philadelphia International Airport, she learned that she would not be allowed back on the plane.

The reason:  She was a “security risk.”

But that didn’t keep Lofton from directing her to American Airlines for a flight back to Miami.

But that flight had already departed and it was already after 7 p.m.  And there were no other flights back to Miami until the following morning.

“We were expecting to spend the night at the airport,” she said.

They eventually boarded a Southwest Airlines flight to Fort Lauderdale at 11 p.m.

Apparently, Southwest didn’t consider her to be a “security risk.”

Naturally, US Airways had a cover-story to explain what had happened.

Todd Lehmacher, a spokesman for US Airways, told msnbc.com that DeWitt was removed for being “disruptive.”

“Once onboard, she was using foul and explicit language,” Lehmacher said. “She was removed at the request of the captain.”

Apparently, “disruptive” means whatever an airline official claims it to mean.

Business Insider ranked US Airways sixth in a list of the 19 Most Hated Companies in America.

The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the United States. It is produced by the American Customer Satisfaction Index, a private company based in Ann Arbor, Michigan.

The ACSI interviews about 80,000 Americans annually and asks about their satisfaction with the goods and services they have consumed. And Americans’ most-hated companies include large banks, airlines, power and telecom companies.

David VanAmburg, managing director at ACSI, offered a critical insight into why these companies are so detested.

“These are not terribly competitive industries, as the switching barriers for most of them are quite high,” he told Business Insider in June, 2011.

“In other industries, like the food or clothing sector, the competition is huge. They bend over backwards to make customers happy, because they have to.”

That certainly applies to airlines–whose numbers are limited and continue to shrink due to mergers and the rising cost of fuel.

For the airline industry generally, the former slogan of United Airlines–”Fly the Friendly Skies”–has unofficially been replaced with: “We don’t care. We don’t have to.”

So–when you’re facing a would-be KGB agent masquerading as an airline employee, what do you do?

First, you recognize that the concept of “consumer rights” has not yet reached the airline industry.

Then you do what you can to see that it does.

KGB AIRWAYS: PART TWO (OF EIGHT)

In Bureaucracy, Business, Law, Self-Help on December 6, 2013 at 12:00 am

The First Amendment of the American Constitution guarantees freedom of speech.

But some airline employees haven’t gotten the word.

Click here: 3 Easy Ways to Tell If a Business Puts Its Customers First – DailyFinance

Yes, what you say can get you thrown off an airplane–or worse.  And it doesn’t have to be anything even remotely like a threat.

  • In May, 2011, a US Airways flight was due to depart San Francisco International Airport for Charlotte, North Carolina at 1:20 p.m. But due to bad weather, passengers boarded the plane after 2 p.m.

Once on the plane, a flight attendant told customers over the intercom to hurry up and put their carry-ons in bins so they could take off and make their connecting flight in Charlotte.

One of the passengers, Luke Hazlewood, turned to the person next to him and said it was the airline’s fault they were late, “so don’t get mad at us.”

The flight attendant rushed out of the galley demanding to know who had said that. Once she determined it was Hazlewood, she told him he would have to leave for being disruptive and a threat to the plane.

Sandra Kraus, a former flight attendant, came to Hazlewood’s defense–and the flight attendant told her to get off the plane as well.

Both passengers asked to speak with the captain but he refused to speak with them.

Kraus was put on another flight.  Hazlewood and his accompanying girlfriend (who had left the plane with him) found that US Airways wouldn’t compensate them for a hotel room.

The airline refused to answer questions about the matter. Its written statement said “The passengers interfered with the flight crew and in the interest of safety they had to be removed.”

It’s a truism in both journalism and police work: When people refuse to answer questions, it’s nearly always because they know they have something to hide.

And the airline’s response came in the classic voice of the all-powerful dictator: “They refused to treat me like God and so they had to be eliminated.”

Business Insider ranked US Airways #6 on a list of Click here: The 19 Most Hated Companies In America – Business Insider

  • In December, 2011, three middle-aged women were thrown off an AirTran flight at Palm Beach International Airport after a steward began roughly handling the luggage of one of them.

Marilyn Miller, a lawyer, was buckled in for takeoff when the attendant mishandled her overhead luggage.  “I have breakables in that,” she said.

The attendant ignored her and kept shoving other bags into hers.

Another passenger, Carol Gray, a retired travel agent, asked the same attendant for help, saying that her seat was broken.

“I’m not talking to you,” said the attendant, and poked her in the arm.  He then threatened to throw Miller and Gray off the plane.

“You’ve got to be kidding me,” said Miller.

“Well, you’re getting off,” said the attendant.

Two sheriff’s deputies and airline staff arrived to remove them.

A third passenger, a therapist named Karyn Schoor, spoke up in their defense: “This is crazy, they didn’t do anything.  Why are you doing this to them?”

“Throw her off too,”’ ordered the attendant.

All three women were marched off the plane and back into the terminal.

The women were offered flights on other airlines paid for by AirTran.

And the official explanation given by AirTran?

“Our employees are responsible for the safety and comfort of everyone onboard a flight. Our goal is always to mitigate any uncomfortable situation prior to departure.”

Uncomfortable for whom–the passenger who doesn’t want her luggage roughly treated?  Or the attendant whose ego gets bent out of shape at the slightest objection?

  • In July, 2010, Southwest Airlines removed a slender, five-foot-four woman from a plane to accomodate an obese passenger.

The woman was flying standby from Las Vegas to Sacramento.  She had paid full fare for the last available seat, boarded and stowed her bags–and was told she must deplane immediately.

The reason: A late-arriving, 14-year-old passenger required two seats because of her girth.

When the woman asked Southwest personnel why she was being removed her from the flight, they berated her for daring to question their decision.

The temporarily stranded passenger managed to catch the next flight out to Sacramento.

  • You don’t have to assault someone to be thrown off an airplane. Even kissing your partner will do.

Southwest Airlines kicked Leisha Hailey–who not only plays a lesbian in Showtime’s The L-Word series but is one–and her girlfriend off a flight to Los Angeles.

Their crime?  Kissing.

A flight attendant told them that Southwest was “a family airline.” When they argued they were targets of homophobia, the attendant ejected them from the plane.

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