As always, Peter has an opinion about this week’s travel news…

Read what he has to say in his latest “Contrarian Traveler” blogs for BNET.com, the business traveler’s resource from CBS News.

Recently, Delta announced that it’s sending 11,000 of its front-line workers to “charm school” after dealing with an avalanche of customer complaints.

But how effective will it be if management continues to make decisions based on the bottom line, and doesn’tgive agents the authority to solve customer problems?

In his recent conversation with The New York Times‘ Joe Sharkey, Peter hashed out some of the finer details of travel insurance, including what you need to know in case of an emergency situation.

And in what seems like good news, the airlines are reporting fewer mishandled bags. But the fact is, airlines are simply handling fewer bags overall. Find out the latest stats in lost, delayed and damaged bags, and how you can avoid becoming a statistic.

Get more business travel news and information in our Business Travel section.