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.
Amex Has 'Lost Its Mind'
"Amex Platinum has lost its mind. I just received a letter advising me that effective October 1, 2009, the rate on my Flexible Payment (Sign and Travel) Plan will increase to prime plus 11.99%, or (in finer print on the back of the letter) a current rate of 15.24%.
"Calling them, I confirmed that this 3% rate increase (my current rate 12.24%), equivalent, percentage-wise, to a 24.5% increase, was sent to ALL Platinum card holders without regard to credit history or experience, and, would be applied on 1 October to all outstanding Flexible Account balances; i.e., retroactively to charges made while the earlier rate was in effect.
"I registered my complaint to Customer Service which said it would definitely communicate it upward, and by calling Amex Corporate office and speaking with a Vice-President (or, I may have mis-heard, someone who reports directly to a VP)." [MDG]
Lessons Learned About Ocean Views and Coffee
"Just an observation I wanted to pass along to the travel experts. This was new to me.
"About two weeks ago my family and I booked a family vacation at KoOlina Beach Club (timeshare). The Marriott reservation agent gave us the mountain view rate, then the ocean view rate, and we decided why not splurge and get the ocean view room. We live in Waianae and see the beautiful mountains everyday, but we don't often get to see the spectacular Kapolei sunsets and the moon over the water.
"Upon check-in and arrival to our room, lo and behold all we could see were palm trees and part of the pool from the 4th floor room. Not a speck of ocean. Going back to the front desk and inquiring about our ocean view, they said they were sorry, none were available, but they would let us know.
"Okay, now the interesting part... after talking with 3 different KoOlina staff/management about our paying for an ocean view room, and not getting one, we're told being a guest at a timeshare works a little differently and owners take priority over non-owners (or 'guests') for the preferable rooms. I'm now getting the picture that we were never going to get an ocean view since KoOlina's Beach Club is at a healthy 92% occupancy rate right now and we are 2nd priority.
"The way I look at it, if I go into Starbucks and order a Venti latte, but they say they're 'really sorry but all we have are Grande cups available right now - but we'll let you know when we get some Venti cups.' Well, that's okay... I'm here... I'd like a latte... so a Grande is fine. Oh but you've already prepaid! Well, you know, I understand, no worries... it's not worth the trouble just keep the change. Okay... fine.
"But then the person in line behind you orders a Venti latte and gets one. Wait a minute... I thought you were out of Venti cups? Well, this customer is a member of our club. When we run low we only have Venti cups for them.
"So a guest paying the upcharge to get a Marriott KoOlina 'ocean view' (think Venti) room, in reality, will be the last one to actually get one.
"I'm still discussing this matter with the folks at KoOlina since I believe they should refund the ocean view upcharge for the view we never got, yet they're just as happy keeping it since they're business is so good." [Dave T. - Waianae, HI]
Northwest Premium Service - 'Cheap'
"We recently used a bunch of Delta SkyMiles to fly the NW B747-400 in domestic first class (biz class on international routes, with the biz class seats) nonstop from Atlanta to Honolulu and back.
"On both flights I was offered a drink before pushback and I had a screwdriver inflight before the meal but was never asked if I wanted another alcoholic drink during the 8+ hour flights each way. How cheap can they get with their premium service?" [DeeBee]
Asian Versus U.S. Carriers
"I somewhat agree with the reader who complained about American [in last week's newsletter] and was looking for a better carrier to Thailand. You have many good choices and, in all probability, they offer more competitive prices and fewer restrictions. They are all on the web.
"I have logged millions of miles over the years to almost everywhere on the face of the earth and always used U.S. carriers in the early years (back in the day when they were really superior).
"When I began to watch the deterioration of these giants and the subtle ways in which they sought to relieve themselves of the liabilities they themselves created (i.e. award programs) hoping the public would not notice, my loyalty to these carriers faded proportionately. I now avoid U.S. carriers whenever possible and have found the Asian carriers among the very best when it comes to service, attitude, ease of obtaining award travel, etc. This includes Air China which many may think is a second class airline (far from the truth).
"Until the traveling public wakes up and no longer believes the slick spin U.S. carriers put in their award advertising, they will continue to be the losers. I myself (and my staff) have long ago taken the only logical path. WE VOTED WITH OUR FEET.
"To United, AA, Delta, US Air and all the rest of the 'biggies' I say 'Goodbye and fondly remember you for what you once were.' [John D. - Dalian, China]
Until next week...
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