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.
Are Airline 'Discounts' a Big Joke or in a Parallel, Inaccessible Universe?
"After pricing a trip from LAX to Edinburgh next year I am convinced that the 'discount' ticketers are either a joke or exist in parallel inaccessible universe. The same rates came up on all the sites -- and I tried them all: Travelocity, Orbitz, ...Guru, etc. Even tried Auto Club, AARP and other association sites. All prices were within a few dollars and those which were lower later added in a 'handling fee' which leveled the pricing.
"Sure -- a few ticketers promised vague upgrade possibilities but it only took a few telephone calls (answered by strangely accented folks who had a must-sell desperation in their voices) to realize that these offers were just bait and switch. One guy actually tried to sell me a four-stop trip which required 27 hours of travel for an 18 hour trip when the two layovers of 3 hours were included. Another lady was trained to subtly increase their bookings by stating that she could get me a great deal (it wasn't) if I extended my trip by a few days on both ends and then booked the (extended) hotels stays through her agency. Yeah, not too subtle but I guess it works on some folks. They really became upset when I said no hotel or car was needed because we were staying with relatives in Scotland and my travel dates were firm.
"Sure glad I don't bother with frequent flyer loyalty plans anymore -- now I can just remain on standby and pounce on any really good deal which (might) come along.
"Exact same experience occurred while booking our Alaska cruise next year. Same boats and same prices on all sites. The upgrades appear a bit more likely (buy low, stay high) but the fine print says '... subject to change without notice...' which I interpret as 'if we can sell your upgraded room just before your board then your expectations are just a joke and certainly non-binding on us boat people.'
"Sure glad I don't bother with frequent boater loyalty programs anymore -- now I can just remain on standby and book the best deal without worrying about worshipping at the feet of the almighty POINTS!
"Oh yeah -- while I'm ranting -- I just dropped out of Southwest Airlines frequent diner program. Biggest problem were the daily ads pumped into my email (and you MUST have a valid email on file to be a member) plus the additional email ads which came after I actually ate at an 'included' restaurant (these were poorly disguised ads which asked how I liked XYZ restaurant on a specific date - no concept of privacy of course if a staffer or relative has access to my email. Stupid people.
"God I feel free!" [Lawrence L. - Former 100K+ on multiple airlines and longstanding but former Hilton HHonors Diamond]
American's Service: 'Disappointing'
"I just want to relate an experience a friend and I had in Dallas. We were both on business class Oneworld round-the-world tickets starting in South Africa. We arrived in the States in Dallas from Vancouver (Canada) on American Airlines. We went to the American Airlines lounge as we had several hours lay over on our way to Minneapolis. We were told at the entrance to the lounge that we were not eligible to enter because we needed to be arriving on an international flight. When we pointed out that we had just arrived from Canada, we were told that did not count (51st state? we wondered). Then we saw a sign saying that American Express cardholders could also get in. Both my friend and I each have two Amex cards and showed them. Of course not one of the four was of the correct flavour to gain admittance. Our opinion of the great American Airlines was lowered even further when on our dinnertime flight to Minneapolis (now in First Class) we were served only warm nuts. Fortunately BA, Cathay Pacific and Qantas made up for the disappointing service from American. It is too bad that one of them doesn't fly domestic flights in the U.S." [Stan T. - Knysna, South Africa]
Dropping $9 Fair Club on Spirit Airlines -- a 'Total Pain'
"A year ago when I booked a flight to St. John's U.S. Virgin Islands, Spirit Airlines unknown to me signed me up for their $9 Fair Club and charged my Amex Card $39.95. I called Amex and had the charges reversed and Spirit hit me again and I had Amex reverse it again.
"This past week, Spirit tried to hit me again for $39.95 unless I cancel the membership I never signed up for or wanted. To cancel the unwanted membership was more complex than filling out any of the U.S. Federal Income Tax Forms I have ever used and their web site is totally counter intuitive. After going through the pain of closely following my crib sheet to cancel the unwanted membership, plus their pay for everything attitude that rivals Ryan Air, Spirit is at the very bottom of my list to fly any where I need to go." [Steve S.]
United 'Starting to Understand Customer Service?'
"United just floored me this week while we endured a delay at Vancouver airport because of faulty tires. Regardless of all the 'stories' they told us about how they were going to handle the problem, the bottom line is that our 3:15 pm flight to San Francisco left at 9:30 pm. Of course, we were at the airport at 1:15 so it was over 8 hours sitting in the airport.
"Well, aside from what I expected from United, basically nothing, the pilot told us that he was sure UA would 'take care of us' -- yeah right. Well, the flight attendant told us the same thing just before we landed and actually gave us a website to go to find out what UA would offer. They actually offered a menu of items. $150 off a domestic flight for all 50 states ($200 for premium members), 20% off a domestic flight or selected international destinations, 7,000 FF miles (9,000 for premium members) and, for premium members only two 500 mile e-upgrades. I'm premier exec so maybe 1K's were offered even more.
"As frustrated as I am with the U.S. carriers, this just blew me away. Maybe they are starting to understand customer service? Or maybe they finally understand why they are losing business as John D. explained in his message last week." [Jeff D.]
The Airlines Have All Gone to Hell
"The airlines have all gone to hell, from my perspective.
"They all know we have to fly, so they take advantage of their loyal patrons in every way they can. What a crock to have to pay to take one's luggage. They don't even give us a bite to eat unless we are flying internationally, and then, they think we are birds. I am aware that the cost of fuel has been a contributing factor, but if it dropped way down tomorrow, nothing would change." [Janet B.]
Over... and Out
"Given their record just this year, Continental Airlines might consider taking their name off the commercial commuter jet flight trade. Although perhaps not unique to them, in sorting out facts, lack of judgment comes up with regularity. Not necessarily limited to Continental's experiment, this traveler is thinking twice more often about booking any commuters." [Ed N.]
Until next week...
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