Two recent stories in the news have disturbed me greatly. The first was an ABC News Report about the shoddy luggage practices of Continental Airlines. It seems that all the safeguards that were put into play at airports give travelers a false sense of security. While we jump through all the hoops before we check our luggage, the real threats are once the bags are in the custody of the airline. It's there that dishonest employees are rifling through passenger belongings and pilfering valuables. The other story was splashed across the front page of yesterday's Washington Post. It exposed the disgusting way that the remains of deceased persons, including decorated veterans, are stored while waiting for burial.
These breaches go beyond bad customer service--I believe that they are criminal. In both cases, John Q Public does exactly what he's supposed to--like using TSA travel locks or arranging for a dignified burial of a loved one through a reputable funeral home--and, through no fault of his own, the whole thing disintegrates.
What do we do when companies fail us? How do we fight back? And most importantly, when these stories are finally brought to light, why do our public officials and regulatory agencies back away from them? What is this about?