Feedback from the Frontlines of Travel
We welcome reader feedback on issues related to travel generally and frequent flyer programs in particular. Please use this link to submit comments.
'American Miles: Pretty Much Useless'
"I have not been able to use AA miles for any flights or upgrades for the past 6 months. They seem to offer almost nothing we need. The last time I was able to book a ticket from Boston to San Francisco (and I used to make this trip 4 or more times a year) not only were there no non-stops available (really, SF to BOS is a major link between science and academia) but I had a 5 hour layover in St. Louis. Because I wanted to have at least a shot of comfort, I booked a 'first-class' ticket. Business First, as they now call it, is a lot like coach used to be when they removed a few rows of seats a few years ago (only to quietly put them back). The seat was small, I had almost no leg room, and the guy in front of me, when he leaned back, was basically in my lap. I was really puzzled as to why this was supposed to be better than coach. Oh, yeah. There was a meal. The 'meal' was a grisly bbq beef sandwich wrapped in foil. Had I known this, I would have bought something edible before I left. And that was just on the first leg.
"I am appalled by American's treatment of their Frequent Flyers. I was unable to book a ticket to Paris, even though I had a month of flex. to work with, and started trying 7 months in advance. They just don't offer them. Then, when my husband asked about using miles to upgrade on his full-fare ticket, he was told it would be 60,000 miles PLUS $350. One way. And they still keep sending us more and more 'offers' for credit cards or ways to earn (or buy, of course) more miles. Well, they are basically useless to us, so why would we do that?
"Calling did not help, either. Agents used to be empowered to help, at least a little bit, and I would gladly pay the $10 (or is it $50 now?) to speak with a human. But since that is what we did when we asked about my husband's upgrade, it seems that they have no power or interest in helping customers anymore. That is, if you are even lucky enough to get a connection that does not sound like your childhood walkie-talkie. We earned our miles, and have been loyal. But I swear, as soon as I can find a way to use the dang things, we will no longer be flying American. They stink. Question is, is anyone (besides Virgin and JetBlue) any better?" [Barbara M.]
Raves for Asian Carriers
"I recently flew back to China on Air China from New York (JFK) and must compliment them. Because of heavy rains in Beijing, we were diverted to Harbin for a few hours and arrived in Beijing late for my connection to Dalian.
"Without hesitation, Air China put those travelers who had missed connections up in 5 star accommodations, paid for the taxi fares and breakfast the next day, and rebooked us on other flights leaving the next morning.
"Present U.S. carriers would NEVER contemplate this kind of service.
"I am an old hand at traveling and have logged millions of miles on carriers worldwide and must tell you the Asian carriers I now use far surpass their U.S. counterparts in all areas (service, ease of converting miles to actual travel, efficiency and overall hospitality). The decision makers at the major U.S. carriers would do well to pay attention to this.
"I never use U.S. carriers unless absolutely necessary today. Some airlines have not forgotten the customer." [John D.]
Bland Air
"One way or the other, your readers are piling on Delta with vigor.
"Having written before with my own read on Delta -- a one-time very-favorite carrier in the days when Ron Allen was CEO (and hated by many employees) -- I'll leave it alone now. Except to say that 'beverage service' this week on a 55-minute commuter-connection flight from Bozeman, Montana to Salt Lake City was limited to a glass of water poured from a liter plastic bottle (no ice).
"My guess is the tales of woe will only intensify as America's premier 'also-ran' airline (Northwest) is integrated. It's likely your correspondents will notice there's no batter left in the bowl to lick." [Ed N.]
Insuring Frequent Flyer Miles
"Do you know of anyone who insures frequent flyer miles? I use to belong to a program many years ago but I can't remember which one it was." [Leslie B.]
[FrequentFlier.com replies - You're thinking of AwardGuard. They stopped insuring miles in March 2003, and I'm not aware of any other company that has stepped up to take their place.]
Preferred Traveler Shuts Down
"Preferred Traveler in Jacksonville International Airport (JAX) has also ceased operations... Their kiosk was unceremoniously removed from the security screening area today (7/17/2009)." [Erik M.]
Until next week...
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