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...

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