Why it’s time for industry to think like consumers

In my column here a few weeks ago I described my own experience of being a consumer let down by an airline company. As I explained then, it was a timely reminder not just of how disruptive and inconvenient such a let-down can be, but of how hard it can be in the moment for consumers to know what their rights are and how to seek redress. . http://www.heraldscotland.com/news/16599721.citizens-advice-scotland-comment-why-its-time-for-industry-to-think-like-consumers/