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Acknowledgments

I would like to express my gratitude to the following individuals who have in their own ways, provided support and assistance and in helping to make A Practical Guide to Airline Customer Service possible.

I would like to thank Doris Wai for helping me in editing and proofreading matters. Thanks to Jeffrey Young, my publisher who encouraged me to pursue this book project.

Many thanks to Grace, Tony, Eva and Wylie for sharing their invaluable personal experiences, of which have formed the basis for the numerous case studies and the dialogues featured in this book.

Last and not least, I would like to thank all the air travelers who I have crossed paths with during my time working at the airport. Thank you for providing the inspiration for A Practical Guide to Airline Customer Service.