Annette Johnson thinks the travel industry is taking self-service too far. She's watched airlines drop their phone support and add fees for airport check-ins that use a human agent. Some air carriers are even tearing out their kiosks and prodding passengers into using a phone app at the airport. "It feels like you're being punished if you need a little help," says Johnson, a
There's a discrepancy between the Justice Department's support for the model used by ultralow-cost carriers and the Transportation Department's move to more tightly regulate ancillary fee disclosure.