Last fall, when Michael Key, CMP, canceled a meeting in Cancun at the last minute (it was scheduled for the week after September 11) American Airlines refunded his company's money. Another carrier didn't. “American was very good to us,” says Key, director, meetings and incentives, Monumental Life Insurance Co., Durham, N.C. “I appreciated what they did, and I've instructed our travel department to use American for my meetings whenever their fares are competitive.” That's the way it's ...

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