At Your Service: Airports vs. Airlines

Boston's Massport tells carriers, Shape up or pay up

At 11:30 on a recent morning in Terminal C at Boston's Logan Airport, Ed Freni posts himself at a ticket counter and watches a long line of passengers grow even longer. For 12 full minutes the line barely moves. There are seven ticket agents, but three are devoted to first-class flyers. Freni is growing as irritated as the customers. Later, he's down at baggage claim, watching in disbelief as arriving passengers are directed to a luggage conveyor belt that is clearly out of order. In fact, it's roped off.

Such airline idiocies make everyone mad--but Freni is one person who's...

Want the full story?

Subscribe Now

Subscribe
Subscribe

Get TIME the way you want it

  • One Week Digital Pass — $4.99
  • Monthly Pay-As-You-Go DIGITAL ACCESS$2.99
  • One Year ALL ACCESSJust $30!   Best Deal!
    Print Magazine + Digital Edition + Subscriber-only Content on TIME.com

Learn more about the benefits of being a TIME subscriber

If you are already a subscriber sign up — registration is free!