Heather, thanks so much for this illuminating article. I just cancelled my TA account as I’d had enough of their careless communication, pettiness, stupidity and incompetence but I would have cancelled sooner if I’d read your article before.

It’s important for consumers to have a voice, to feel that they count. The heavily-corporate bias of TA evidently means that it isn’t the answer, indeed it’s now a large part of the problem. Perhaps we should think about creating a “people’s TA”…