Views & Reviews From the Frontline

A licence to bill

BMJ 2012; 345 doi: (Published 23 October 2012) Cite this as: BMJ 2012;345:e7078
  1. Des Spence, general practitioner, Glasgow
  1. destwo{at}

I buy an airline ticket online—simple, you might think. But automatically I am charged for a bag or travel insurance for a trip to London, or I am offered the chance to pay extra to be first in the slowly moving herd in the airport queue. Lastly, I pay an extra premium for using a credit card. Customers constantly complain; there is no sense of goodwill towards this company. My red mist descends—I feel I am being systematically and cynically ripped off. I happily pay a premium just to avoid flying with this company. Bad …

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