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Lena Sun

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Washington, D.C.
Health Reporter — The Washington Post
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Health reporter for The Washington Post. Pls send tips to lena.sun@washpost.com Or secure drop wapo.st/2BnwcFK My stories: wapo.st/1mTCHnl

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@bylenasun — 5,656 followers, 4,484 tweets

I’m going to stop in the cabin and have a little chat with him about basic customer service. @america air.  https://twitter.com/lennymbernstein/status/953075708254998528 
@americanair. Passengers understand there are things out of your control. But you CAN control what you tell passengers. Tell them early, and be honest.  https://twitter.com/americanair/status/953068796197130241 
When a passenger asks for an explanation (me), pilot makes it sound as if that is unreasonable request. @AmericanAir, that is basic customer service. #delayed2140 to Boston.  https://twitter.com/bylenasun/status/953062418783113216 
@AmericanAir. Such poor customer service tonight on #2140 from DCA to BOS. You board all the passengers, then announce that flight is delayed for 90 minutes. And give no reason.
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