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Log in Subscribe today for full access on your desktop, tablet, and mobile device. Subscribe Now Already a print edition subscriber, but don't have a login? Register your digital access. Manage your account settings. My Account Find subscriber exclusive deals, events, manage your account and more. Insider View the E-Newspaper Manage your Newsletters View your Insider deals and more Member ID Card Chat Support Chat Support Support Support Log Out Get the news Share This Story! Let friends in your social network know what you are reading about FacebookTwitterGoogle+LinkedInPinterest For travelers, chatbots and AI can't quite take you there These early days of travel bots that specialize in customer service, chat, messaging and search are a cautionary tale. Loading… Post to Facebook Posted! A link has been posted to your Facebook feed. Join the Conversation To find out more about Facebook commenting please read the Conversation Guidelines and FAQs For travelers, chatbots and AI can't quite take you there Christopher Elliott, Special for USA TODAY Published 3:00 p.m. MT Aug. 27, 2017 FacebookTwitterGoogle+LinkedIn Tips and tricks all travelers should know Fullscreen [facebook-loading.gif] Post to Facebook Posted! A link has been posted to your Facebook feed. How to book a hotel the smart way: 1. Start with How to book a hotel the smart way: 1. Start with a thorough search. Check an online travel agency like Expedia or Booking.com or call your travel agent. Check the rate against the price your preferred hotel would charge if you book direct. 2. Review the restrictions. Hotels can impose restrictions for booking through their site, like making their rooms non-refundable, so read the conditions closely before deciding where to go. You might be better off working with a big agency that has negotiated better terms. 3. Check the incentives. Ask yourself if you really need the points or the upgrade. Red Roof Fullscreen Tips on avoiding tips: 1. Take out instead of eating Tips on avoiding tips: 1. Take out instead of eating out. If you order takeout, no tip is expected because no table service is provided. 2. Visit a business with a no-tipping policy. But beware: Instead, some "no tipping" restaurants add a mandatory "service charge" of 18% to 20%. 3. Avoid the outstretched hands. (You can.) You can stay in vacation rentals, rent a car or use mass transit, buy your food in a grocery store and take the self-guided tour and avoid having to leave a tip. Getty Images/iStockphoto Fullscreen How to avoid missing amenities in your vacation rental: How to avoid missing amenities in your vacation rental: 1. Carry a vacation rental emergency kit. If you're staying at a rental, be prepared. Consider an emergency kit with towels, toilet paper, soap and detergent. 2. Consider renting through a service. Companies such as Vacasa, Wyndham Vacation Rentals and TurnKey Vacation Rentals go beyond bare-bones listings. 3. Just ask. Vacation rental owners can be very accommodating. Getty Images Fullscreen How to opt out of aggressive email campaigns: 1. Click How to opt out of aggressive email campaigns: 1. Click the unsubscribe button. Every legitimate email campaign must have one. The sooner you click it, the louder your message to the hotel, tour operator or cruise line that these high-pressure tactics won't be tolerated. 2. Say "no" — and say why. Most travel companies will offer a "feedback" option when you opt out of an email campaign. Tell them why you're unsubscribing, especially if the annoyance affects whether you'd do business with them again. 3. Tell the feds. Complain to the Federal Trade Commission (FTC) if a business is emailing you without consent. Under the CAN-SPAM Act, you have the right to end the seemingly relentless emails. Getty Images/iStockphoto Fullscreen How to handle a rude TSA agent: 1. Report the agent How to handle a rude TSA agent: 1. Report the agent to a supervisor. Ask for a Supervisory Transportation Security Officer (STSO) immediately. 2. Complain in writing. You can send an email directly to the TSA (tsa.gov/contact-center/form/complaints). 3. Contact your elected representative. You can contact your representative online at house.gov/representatives/find. Congress has tried to hold the agency accountable for its actions in the past, and its vigilance is bipartisan. Scott Olson, Getty Images Fullscreen Who to call if your travel insurance claim has been Who to call if your travel insurance claim has been denied: 1. Your state insurance commissioner. To find your insurance commissioner, visit the National Association of Insurance Commissioners site: naic.org/index_members.htm. Some travelers have reported that their claims were honored after copying their state insurance commissioner on their appeal. 2. The Better Business Bureau (BBB). The BBB investigates claims of this nature, but it has little sway over the final outcome of your appeal. 3. A consumer advocate. Even though travel insurance companies operate "by the book," they can be prodded into changing their minds by an outside party. Check out the National Association of Consumer Advocates site for a referral: consumeradvocates.org. Getty Images/iStockphoto Fullscreen How to avoid an in-flight emergency: 1. Know when you How to avoid an in-flight emergency: 1. Know when you shouldn't go. Generally, you should avoid flying if you're sick, recovering from a serious illness or have a condition that is easily exacerbated by the stress of flying. 2. Don't fly if you're contagious.Airlines will issue a credit and may waive the change fee if you can prove you were sick at the time you were supposed to fly. 3. Avoid flights that could divert. Some flights are likelier to experience a medical emergency than others, particularly those to destinations that tend to attract retirees or passengers in poor health. Flights to Las Vegas, Miami and Fort Lauderdale may fall into that category. Getty Images/iStockphoto Fullscreen How to avoid wrinkled clothes: 1. Roll, don't fold. How to avoid wrinkled clothes: 1. Roll, don't fold. It doesn't just save space, it can prevent wrinkles. 2. Spray 'em out. Wrinkle-release sprays can fix travel-related wrinkles in a pinch. 3. Don't overpack — or underpack. “Wrinkling is caused when the bag is underpacked or overstuffed, so add or remove items until you have the perfect amount of items to keep the items in place while traveling," advises author Tori Toth. Getty Images/iStockphoto Fullscreen How to keep your travel complaint from being ignored: How to keep your travel complaint from being ignored: 1. Cite the rules, chapter and verse. If you have a strong case for compensation or a refund, it'll be in the contract. 2. Lawyer up — without lawyering up. Without threatening to go to court, let the company know that it may be violating the law (if, indeed, it is). 3. Appeal to a company's customer service culture. Travel companies frequently promote warranties, customer promises or mission statements that claim to put you first. A quick reference to these documents can be enough to persuade an airline, car rental company, hotel or cruise line to do the right thing. Getty Images/iStockphoto Fullscreen What standard travel insurance doesn't cover: 1. Pre-existing What standard travel insurance doesn't cover: 1. Pre-existing medical conditions. Though some policies offer a waiver for medical conditions, you have to make sure you meet all of its conditions. 2. Changing your mind. Don't want to take the vacation? Most insurance won't cover you, but you can always go for a more expensive "cancel for any reason" policy, which would. 3. Psychological or nervous disorders. If you can't board a flight because you're afraid of flying, you generally can't file a successful claim. 4. Partying too hard. If you had a little too much to drink the night before your return flight and missed it, don't bother filing a claim. scyther5, Getty Images/iStockphoto Fullscreen How to avoid visa problems: 1. Mind your expiration How to avoid visa problems: 1. Mind your expiration dates. Both visas and passports have an expiration date. Be aware of them, and make sure you don't overstay. 2. Take the right photo. Countries are specific about their requirements (no sunglasses, no hats, specific formatting). 3. Remember, a visa isn't a guarantee of admission. Getty Images/iStockphoto Fullscreen How to find the best agent: 1. Ask a friend. A personal How to find the best agent: 1. Ask a friend. A personal recommendation remains the best way to find a competent travel professional. 2. Use an agent finder. The American Society of Travel Agents publishes a directory of its agents at Travelsense.org. Also, check a consortium such as Virtuoso or Travel Leaders. 3. Look for the title. The Certified Travel Associate (CTA) and Certified Travel Counselor (CTC) designations issued by The Travel Institute are signs that your agent has taken the time to study up on the industry. Getty Images/iStockphoto Fullscreen How to avoid a car rental surprise: 1. Read the fine How to avoid a car rental surprise: 1. Read the fine print. Many surprises aren't surprises at all — they're just "gotchas" concealed in the fine print. Look for the "terms and conditions" in small type. Don't ignore them. 2. Ask before you rent. Does your car insurance cover the vehicle? How about your credit card? The only way to know for certain is to ask. If you assume, you may be stuck with an unnecessary bill. 3. Resolve in real time. Don't wait until you get home to fix a bad surprise. Most problems can be resolved at the counter. Getty Images/iStockphoto Fullscreen How to spot a fake review: 1. Check the reviewer's How to spot a fake review: 1. Check the reviewer's record. Fake reviews are often posted by accounts with little or no additional review history. 2. Show and tell. Talk is cheap, but photos of a resort or restaurant are harder to fake. You might think twice before trusting a detailed review without photos. 3. Look for extremes. If you see a one-star or a five-star rating or a lot of superlatives in the description, chances are you're looking at a fake. Getty Images/iStockphoto Fullscreen How to say no to a tip request: 1. Be polite and firm, How to say no to a tip request: 1. Be polite and firm, but don't over explain. 2. Avoid a confrontation. Restaurants and other establishments generally push you to offer a tip privately. Just leave the tip field on your credit card slip blank or decline to leave extra cash. 3. Use the system to your advantage. For example, can the employee see the tip amount you're authorizing on Square? Not always. If you don't believe you should be tipping, just click the "no tip" field and sign the screen. Getty Images/iStockphoto Fullscreen How to avoid a traffic ticket overseas: 1. Stay out How to avoid a traffic ticket overseas: 1. Stay out of downtown areas. Restricted zones are largely confined to heavily congested city centers. 2. Do the math. Pay particular attention to the difference between kilometers and miles, and slow down unless you want a speeding ticket! 3. Read the signs. Look for red circles with the words "Zona Traffico Limitato" in them when you're in Italy. In Germany, it's called an "Umweltzone." In Britain, the signs read, "Congestion Charging" and "Central Zone." Getty Images Fullscreen How to avoid unfair fees: 1. Single supplement: Some How to avoid unfair fees: 1. Single supplement: Some cruise lines offer single cabins. And some tour operators charge modest single supplements. 2. Non-refundable tickets: Southwest Airlines has some of the most passenger-friendly fares and fees, when it comes to changes. 3. Fuel surcharges: Fortunately, these fees must be included in the price of your ticket. But if you see an airline with high fuel surcharges in time of lower oil prices, you may want to seek one that doesn't. 4. Resort fees: Don't stay at a hotel with resort fees. It's the only way to send a message that you don't tolerate these misrepresentations. Steve Mason, Getty Images Fullscreen How to prevent your identity from being stolen: 1. How to prevent your identity from being stolen: 1. Don't play fast and loose with your ID. Your passport and ID are some of the most important travel documents. Don't leave them in your hotel room. And when you carry them on your person, keep them close to you, preferably in a money belt or travel wallet. 2. Keep 'em separated. Don't store critical documents in the same place. You may need one in order to replace the other. 3. Upload copies of critical documents online. A copy of a document by itself will not allow you to travel, but it can make the process to replace a passport a whole lot easier. Michael Reynolds, EPA Fullscreen How to fit more in your suitcase: 1. Cube it. Luggage How to fit more in your suitcase: 1. Cube it. Luggage cubes allow you to compress lots of clothes into a compact space. 2. Vacuum pack it. You'd be surprised how much air is between the clothes in your carry-on. A vacuum packing technology can create even more space, although your clothes may be a little wrinkly. 3. Roll it. Instead of folding your clothes and pushing them into the bag, fold and then roll. Even without a cube or vacuum pack, you'll fit more in your luggage. Getty Images/iStockphoto Fullscreen How to avoid a flight from hell: 1. Avoid connecting How to avoid a flight from hell: 1. Avoid connecting and late flights. Generally, the more connections you make, and the later in the day your flight leaves, the greater the chances something will go wrong. 2. Know your rights. By far the best resource for airline consumer rights, at least when it comes to federal regulations, is the DOT's Fly Rights brochure, which is available online. Also, check your airline's contract of carriage. 3. Be grateful. Take a deep breath and appreciate the big picture. If your flight lands safely, that's the most important thing. Getty Images/iStockphoto Fullscreen How to avoid a dirty hotel: 1. Set high standards. How to avoid a dirty hotel: 1. Set high standards. Stay at a hotel with top-notch reviews or customer service scores. 2. Check in and check out. If a hotel doesn't meet your standards, don't let an employee talk you into staying, even if you've prepaid for your stay. Leave and ask for a refund. If you don't get it, dispute the charges on your credit card. 3. Report the hotel. If you check into a property that's unlivable, your next call needs to be to the health department to report the condition of the hotel. Getty Images/iStockphoto Fullscreen How to avoid a vacation rental surprise: 1. Rent with How to avoid a vacation rental surprise: 1. Rent with names you trust. Airbnb, VRBO and FlipKey have legitimate rentals and higher standards. 2. Assume nothing. Every vacation rental comes with linens, right? Wrong. 3. Never wire money. Wiring money can lead to the most unpleasant surprise of all: a rental that doesn't even exist. Getty Images/iStockphoto Fullscreen How to spot hidden fees: 1. Don't get cute. If you're How to spot hidden fees: 1. Don't get cute. If you're booking online, avoid pop-up blockers, unconventional browsers or anything that might interfere with the normal display process. Why? Clever operatives can hide their disclosures in places that can't be seen if you're browsing in an unconventional way. 2. Use a big screen. Making reservations on a tiny phone screen is just asking for trouble. 3. Review the grand total. Almost always, you'll find every required extra, including taxes and fees, as part of the "final" charge. Getty Images/iStockphoto Fullscreen How to avoid fees on your rental car: 1. How to avoid How to avoid fees on your rental car: 1. Tolls: Car rental companies add extra fees for using their transponders, sometimes charging by the day. Either bring your own toll transponder or avoid tolls with a reliable mapping app. 2. High insurance rates: Car rental insurance can be found in unexpected places, including your own credit card, travel insurance policy or as a standalone product from your online travel agency. 3. Tickets: Download an app like Speed Cameras & Traffic by Sygic, which lets you see the speed limit for the road you are traveling on, or CamSam Plus, which alerts you to speed cameras. Many GPS navigation systems also come equipped with traffic enforcement warnings. Getty Images/iStockphoto Fullscreen How to avoid smells at hotels: 1. Go hypoallergenic. How to avoid smells at hotels: 1. Go hypoallergenic. Stay with a hotel that offers hypoallergenic rooms, which are not scented. Most of the major chains now offer no-smell quarters. 2. If you smell something, say something. Some hotels pump smells into every part of the property. If you're sensitive to scents, don't wait until you're halfway through your visit to complain. 3. Fumigate your own room. If all else fails, open a window, or find the source of the smell and stop it. emera Technologies/Getty Images Fullscreen What to do at the airport for free while you wait: What to do at the airport for free while you wait: 1. See the art. Phoenix Sky Harbor, for example, has an impressive collection of art. 2. Watch the planes. One of the best places to plane-spot is Honolulu International Airport. Terminals there are connected by long, open-air walkways, where you can see the aircraft up close, smell the aircraft fuel and hear the deafening roar of aircraft engines revving up. 3. Take a hike. Stretch your legs before you take off by walking through the airport terminal. Getty Images/iStockphoto Fullscreen How to get an aisle seat: 1. Ask for it. Airlines will How to get an aisle seat: 1. Ask for it. Airlines will assign a desirable aisle seat to passengers who need the extra room or access to the lavatory. You can also ask a fellow passenger to switch with you after boarding. 2. Pull the card. If you have a loyalty card, you may be entitled to a better seat, even if you're sitting in economy class. 3. Pay for one. Airlines will love this suggestion because they'll make more money from you. But if avoiding a window or aisle is important, you may want to spend a few extra dollars. Getty Images/iStockphoto Fullscreen How to keep your personal information private while How to keep your personal information private while traveling: 1. Use a virtual private network. A VPN creates a secure encrypted tunnel between your device and a server somewhere on the Internet. That makes it nearly impossible for someone on the same network to eavesdrop on your network traffic. 2. Tell your phone to say "no." Disable location services, Bluetooth and Wi-Fi when possible. 3. Use caution in rental cars. Either manually enter the address into the car’s navigation system or use your own device, but don't connect to the infotainment system. Getty Images/iStockphoto Fullscreen How to find quiet when you travel: 1. Book where there's How to find quiet when you travel: 1. Book where there's less noise. The front of the aircraft is less noisy and tends to have a quieter kind of passenger (read: business travelers). On a train, look for the quiet cars. 2. Block it. Noise canceling headsets can filter out unwanted noise. But if you're serious about avoiding noise pollution, always travel with a pair of earplugs. 3. Timing is everything. Don't expect to get much quiet if you're in New Orleans around Mardi Gras or in one of the popular spring break destinations in March. Getty Images/iStockphoto Fullscreen How to fight questionable car rental tactics: 1. Sign How to fight questionable car rental tactics: 1. Sign up for a company's frequent-renter program, which allows you to state your preferences before you arrive. That could make you less vulnerable to upgrade, downgrade and option games. 2. Automated check-in kiosks limit the amount of interaction with a salesperson. But pay close attention to what you're agreeing to on the screen. 3. Carry a copy of your car insurance or evidence of insurance through your travel insurance policy or credit card. If you don't, a representative could pressure you — or even deny you the keys to a car. Getty Images/iStockphoto Fullscreen How to avoid air rage: 1. Fly early. Experts say alcohol How to avoid air rage: 1. Fly early. Experts say alcohol and drugs are a major factor of in-flight incidents. So book an early morning flight to avoid heavily intoxicated passengers. 2. Avoid tight quarters. Use a site such as Routehappy that finds flights based on amenities and comfort. 3. And choose the right seat. A bulkhead row, exit row or seat near the galley might be less likely to be the scene of a midair disturbance. Getty Images/iStockphoto Fullscreen Like this topic? You may also like these photo galleries: Replay * How to book a hotel the smart way: 1. Start with 1 of 31 * Tips on avoiding tips: 1. Take out instead of eating 2 of 31 * How to avoid missing amenities in your vacation rental: 3 of 31 * How to opt out of aggressive email campaigns: 1. Click 4 of 31 * How to handle a rude TSA agent: 1. Report the agent 5 of 31 * Who to call if your travel insurance claim has been 6 of 31 * How to avoid an in-flight emergency: 1. Know when you 7 of 31 * How to avoid wrinkled clothes: 1. Roll, don't fold. 8 of 31 * How to keep your travel complaint from being ignored: 9 of 31 * What standard travel insurance doesn't cover: 1. Pre-existing 10 of 31 * How to avoid visa problems: 1. Mind your expiration 11 of 31 * How to find the best agent: 1. Ask a friend. A personal 12 of 31 * How to avoid a car rental surprise: 1. Read the fine 13 of 31 * How to spot a fake review: 1. Check the reviewer's 14 of 31 * How to say no to a tip request: 1. Be polite and firm, 15 of 31 * How to avoid a traffic ticket overseas: 1. Stay out 16 of 31 * How to avoid unfair fees: 1. Single supplement: Some 17 of 31 * How to prevent your identity from being stolen: 1. 18 of 31 * How to fit more in your suitcase: 1. Cube it. Luggage 19 of 31 * How to avoid a flight from hell: 1. Avoid connecting 20 of 31 * How to avoid a dirty hotel: 1. Set high standards. 21 of 31 * How to avoid a vacation rental surprise: 1. Rent with 22 of 31 * How to spot hidden fees: 1. Don't get cute. If you're 23 of 31 * How to avoid fees on your rental car: 1. How to avoid 24 of 31 * How to avoid smells at hotels: 1. Go hypoallergenic. 25 of 31 * What to do at the airport for free while you wait: 26 of 31 * How to get an aisle seat: 1. Ask for it. Airlines will 27 of 31 * How to keep your personal information private while 28 of 31 * How to find quiet when you travel: 1. Book where there's 29 of 31 * How to fight questionable car rental tactics: 1. Sign 30 of 31 * How to avoid air rage: 1. Fly early. Experts say alcohol 31 of 31 Autoplay Show Thumbnails Show Captions Last SlideNext Slide XXX IMG_IMG_3252.PNG_1_1_T5HUR530.JPG Chatbots now work well for ordering a pizza, but managing a complex travel itinerary is a different story.(Photo: Facebook) CONNECTTWEETLINKEDINCOMMENTEMAILMORE Ask any technology expert about the future of artificial intelligence (AI) in travel and they'll breathlessly tell you we're on the verge of a revolution. They'll describe a world in the not-too-distant future where smart applications can find and book a bargain airfare, manage your trip and troubleshoot any problems that might come up with greater speed and efficiency than any human travel agent. But ask any traveler to describe their experience with AI, and you might hear a different story: One of struggling to be understood by technology that claims to be smart. These early days of travel bots that specialize in customer service, chat, messaging and search are a cautionary tale. Technology may be good and getting better, but nothing replaces a person. That's unlikely to change for a while, and maybe ever. Take my recent experience with Hipmunk, widely praised as the cleverest of the customer-facing AIs. I asked it repeatedly to recommend a cold-weather getaway. Instead, it suggested I book a getaway to Nassau, Bahamas. When asked for an island with lower temperatures, Hipmunk cheerfully changed my itinerary -- to a weekend in balmy Port Au Prince, Haiti. "I don't think that AI in travel is even remotely usable yet," says Brian Harniman, who founded Brand New Matter, a strategic advisory and venture capital firm that specializes in travel. "It's what people are talking about building in order to sound like they have cutting edge tech." Hipmunk shouldn't feel bad. In the recent past, social media chatbots have created their own incomprehensible language, spouted expletives and in one memorable case, two Chinese AIs churned out anti-revolutionary statements and had to be taken offline. Several travel chatbots I tested didn't even respond to my repeated text queries. Not knowing the difference between the Bahamas and Iceland is, by comparison, a relatively innocent mistake. "Every experience I've had has been a total waste of time," says Bruce Sweigert, who works for a travel technology company. "I would love to hear at least one positive anecdote about using artificial intelligence in travel." I asked travelers to tell me about their great AI experiences, but heard only crickets. Perhaps the they were too busy enjoying their AI-booked vacations. People in the industry, on the other hand, were downright chatty. They explained that my expectations of the technology, which is still in an early stage, are too high. AI is reasonably good at simple tasks, for now they say. "It can replace some of the simpler tasks," explains Kayne McGladrey, a computer security consultant in Bellingham, Wash. AI can help plan trips, recommend the least agonizing flight itineraries and handle some of the easier tasks handled by a hotel concierge, like recommending restaurants. There's a reason why this technology works so well: it's not that new. Applications like "Ask Julie," the Amtrak automated virtual travel assistant, are five years old. Julie can field basic questions about train schedules, but don't get too cute with her. For example, if you ask about how comfortable the trains are, she's likely to respond with, "I'm not sure how to answer that. I understand simple questions best. Can you try asking that in a different way?" Some of the latest applications can go further. For example, Avianca’s new AI, Carla, can confirm itineraries and flight status. For domestic flights in Colombia, passengers can even check-in through Carla using a mobile device. And Booking.com's new booking assistant allows you to get support for your upcoming hotel reservations, including fast responses to your most common stay-related requests, like "What's my check-in time?" But other chatbots are frustratingly one-dimensional. Ana, Copa Airlines' new web-based chatbot, seems more like a frequently-asked-questions section than an intelligent agent. It "suggests" questions from a pre-written list of queries. Even insiders admit that the most advanced system is easily foiled. "My Irish accent gets stronger the more frustrated I get," says Conor Brady, chief creative officer of Critical Mass, an experience design agency in New York. "And obviously travel can get stressful. So voice assistants stop understanding me, as I'm yelling into my phone to translate a street name in Hong Kong, or point me in the direction of a decent cup of coffee in Lisbon." Maybe you can have the best of both worlds. That's the idea behind new apps like Pana (pana.com/) and Lola (lola.com), which combine the best of AI with human agents. For now, letting the technology do the dirty work and allowing human agents to handle the complex stuff seems like the most reasonable course. The technologists are right: artificial intelligence will change the way you travel. But maybe not in the way they think -- or the way you think. Where to find good AI in travel Hopper (hopper.com): Serves personalized suggestions about trips you may be interested in, but haven't explicitly searched or watched, based on your activity in the app -- just like Netflix recommends movies you might like. Skyscanner (messenger.com/t/skyscanner): A social media chatbot that helps you quickly find a cheap airfare on Facebook Messenger. I found a bargain fare from Seattle to Hong Kong. But you have to be specific, giving it an exact city. It found the least expensive dates to fly. Carla, The CWT Personal Travel Assistant (cwtcarla.com/CarlaWeChat/): Still in development when I tested it, this AI chatbot for business travel has a lot of potential. It can make smarter recommendations on flight connections and lodgings, plus it memorizes your company's travel policy and your travel preferences. Christopher Elliott is a consumer advocate. Contact him at chris@elliott.org or visit elliott.org. CONNECTTWEETLINKEDINCOMMENTEMAILMORE Read or Share this story: https://usat.ly/2xEGAG2 Share your feedback to help improve our site experience! From The USA TODAY NETWORK These sites are part of the USA TODAY NETWORK. Their content is produced independently from our newsrooms.