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.
"Bill was commenting [in last week's newsletter] about the high price of fast food and the lack of coupon honoring at airport concessions.
"Part of the problem is that airports charge enormous fees, including sometimes a percentage of sales, for airport vendors. Outside the airport, a restaurant can negotiate with various property owners to get the best deal on a good site, and (usually) has control over all of their own operations, including hours and choices of sub-contractors. In an airport, you're dealing with a monopoly landlord (not like you can go elsewhere and still serve the airport crowd), and you generally have to use the airport's contracted vendors for cleaning, beverages, and so forth. I don't know what the franchise fee for an airport location at LaGuardia is, but a double-digit percentage of sales wouldn't surprise me. So it's no wonder prices are a lot higher (even before you factor in the 'captive passenger audience' markup).
"Coupons for a free burger, etc. almost always clearly state 'at participating vendors.' Most do, but not all, and if an airport location requires fees even on coupon-paid food, I can understand the reluctance they might have to accept them. It's not cheap, but it's a hell of a lot better than the $8 sandwich you MIGHT get on board - if you're lucky." [Kevin M. - Baton Rouge, LA]
"For Sandy E. who said American Airlines is charging $150 per ticket for them to redeposit their miles to India [in last week's Crier], one bright spot is that she probably paid some taxes when she was ticketed, and it is likely that she will be credited for the taxes, thus reducing the bite a bit. I just cancelled 2 Delta frequent flier tickets to South America. I was charged $100 per ticket to redeposit, but they said they will be refunding the $110 that we paid in taxes." [Francine O.]
"Why doesn't someone do something about the false advertising of Southwest Airlines. The advertised fares do not exist and they are not what they say they are. I had a trip to San Diego from Nashville a couple weeks ago. A month prior I tried to book a ticket on SW since it has nonstop service. The price was more than $500 for non-refundable and over $800 for refundable. American, my preferred carrier, was $218.00. Now, who is the discount carrier?
"Also, SW advertises a $15 'business' fare add-on, which is actually $30 each way. This site represents frequent fliers and should begin to do something about this type of situation. No wonder they joke around so much in the air-the joke is on us!" [Melvin E., MD]
"What are your feelings on fares for the coming year?
"With the recession and less people travelling is there any sign that the airlines will slash fares, both domestic and international, to encourage people to travel." [Brian W.]
[FrequentFlier.com replies - As alluded to at the top of this newsletter, I'm anticipating widespread fare cuts during the first part of 2009, as the airlines reluctantly price-compete to maintain their shares of a shrinking travel pie. The two-day Southwest sale on Las Vegas fares reinforces the point. Such discounting will continue until the supply of seats and the demand for them reaches a state of equilibrium. Obviously, the airlines hope that happens sooner rather than later.]
"I tried unsuccessfully to pay for a Delta booking twice online, spending over two hours (including hold time with web support on three different calls, speaking to two different Medallion agents and four people in online support). The first woman I spoke with (incredibly) told me she did not have a supervisor. The supervisor (yes, Virginia, they do exist) that I finally spoke with and one of the other web support agents told me that I had to be on the computer and try again. That I had already tried twice was of no importance to them.
"I think forcing people to use the website to avoid fees is fine, if the website works; yet the wizards at Delta think that, rather than paying for the reservation made online, I decided to have fun, call web support, spend an hour+ on hold, and make up a story about how I could not complete the purchase (just for the privilege of speaking to someone).
"Finally, I got back to the computer and called again. This time, the online support agent waved the fee without making me walk through the web process, or even asking about the computer. She was pleasant and efficient, but told me that it was technically a violation of their policy.
"So, at Delta, being good at customer care requires you to break policy and standard policy seems to be to deceive the customer, to treat the customer as an adversary, and push to get fees even when they are not deserved. An interesting idea, although, it seems many at Delta need to be reminded that the organization should be selling tickets, not fees.
"If Delta's goal is to have an adversarial relationship with their customers, they are doing a good job. As a Northwest Platinum Elite, it makes me very nervous." [Orn G.]
Until next week...
|
