A funny letter of complaint to an airline with an unusual response from customer service

Apparently, Southwest Airlines’ passenger B.J. Schone had a rather unpleasant experience on his flight, or at least once he got off, as his brand new TravelPro suitcase had been damaged. Instead of taking the action that most people on a late-night flight home for Christmas would take (i.e. cursing out a staff member or writing a nasty letter to the company), Schone took a different approach and wrote the funniest letter of complaint I have ever seen, complete with animations, photos, jokes, and a polite ending asking for help.

While many people who have seen the letter, which you can read by clicking here, are skeptical of its validity, what’s even more shocking is the reply that Schone apparently received from a person named Verity from Southwest Airlines, which you can read by clicking here. Instead of just offering to solve the problem, the return letter is written in the same comedic and animated style of Schone’s original, with a happy ending awarding Schone a check for new luggage.

Are the letters real? On Southwest Airlines Twitter account they sent a message to Schone on January 5 saying “Hey BJ! We saw your web site. Someone from our customer relations team will be in touch today!” Then, on Schone’s Twitter account on January 12, he posted the response letter and tagged not only Southwest Airlines in the tweet but also Verity herself, followed by a message saying “Thank you very much. You guys rock!”

While the answer to the validity of these letters isn’t 100% confirmed, it does appear that it is possible. Either way, they’re definitely worth a read.

Bowermaster’s Adventures: Running out of water in the Maldives

Kunahadhoo Island— On a very hot, very typical, mid-morning in the Maldives I walk the streets of this tiny island just north of the equator.

Most of its 800 residents had gathered at the shoreline to greet visitors from a nearby island. While they focused on a first-of-a-kind beach clean-up along the rocky coast, accompanied by a drum band and dancing, I took a small walking tour looking for something the Maldives doesn’t have much of: drinking water.

(A late morning visit to its elementary school provided another interesting glimpse into island life; while most of the students raised their hands said they knew how to swim, yet virtually none had ever worn a mask and snorkel, so had no idea of the rich life that surrounded their island home.)

It was quickly evident from the jury-rigged plumbing systems fitted to the exteriors of most of the one-story cement homes that the options for delivering clean water were few. Some homes had barrels for collecting rainwater; others had wells dug into the rocky island terrain. Most of them, they admitted, leaked.

Everyone on the island also admitted that if it weren’t for the arrival of the weekly cargo boat, and its bottles of water in plastic, they wouldn’t last a week on what they had in storage.
A recent news story from another Maldivian island group exemplified the problem, reporting that a dozen islands had nearly run out of water completely.”I am very upset with the government because we need water,” 42-year old Jameela Aboobakuru from Gaafaru had explained to the Maldives Bug. “We ran out of water, so we borrowed water from our brother. When he ran out of water we started buying bottled water imported from Male’.”

She said her 12-member family was spending $22 a day to buy bottled water for drinking and cooking, on a combined daily income of just $26.

That means 85 percent of their income was going to buy fresh water.

The response from the government in Male was that it was installing water makers in a boat that could travel from island to island to help out in such emergencies.

Just two days before my walk around Kunahadhoo, the tiny Pacific island nation of Tuvalu had actually declared a state of emergency due to a severe shortage of fresh water. Officials in that Indian Ocean island group were reporting that some parts of the country had only two-days of water left. Its tiny island of Nukulaelae in the Tuvalu’s reported it had just 60 liters of drinking water left for 330 people.

Like the Maldives, Tuvalu relies almost exclusively on rainwater collected from the roofs of homes and government buildings to supply a population of 10,000.

Speaking at the WaterWoMen conference I was attending on the neighboring island in Laamu Atoll, Dr. Jacqueline Chan, president of Water Charity, which helps communities around the world find clean water and sanitation (SEE VIDEO), reminded us all that the lack of clean water was certainly not a problem faced by the Maldives or Tuvalu alone.

“There are 884 million people in the world without access to safe water,” she said. “That’s the equivalent of the populations of the U.S., Vietnam, Germany, the U.K., Kuwait, Russia, Thailand, France, Italy and Qatar combined.

“If all those countries had no water, would we do something? Or just stand by and watch?”
In a lively debate that concluded the day Indian filmmaker Shekhar Kapur (Elizabethand Elizabeth: The Golden Age) was specific in his prediction about the planet’s future when it comes to clean water: “Long before we run out of water, we’ll go to war over it.

“Nature loves cockroaches and algae as much as it does people, and it’s possible only they will survive.”

[flickr image via Ian Sane]

Orbitz “Insider Index” predicts London, Chicago and Austin will be popular in 2012, looks at 2011 and 2012 travel trends

According to Orbitz‘s annual survey, released this week, London, Chicago and Austin are primed to be top travel destinations in 2012. The “Insider Index” used both travel experts and the OTA’s booking and consumer search data to predict what they think will happen in the 2012 travel market.
Hotspots for 2012
London: London will mark its place in history as the only city to host the modern Olympic Games three times when it welcomes the 2012 games this summer. In late June, the city will also host one of its most beloved events, Wimbledon, where spectators can watch some of the best tennis champions compete on the court.
Austin: The trendiest part of Texas only seems to grow in popularity each year and 2012 will be no different, Orbitz experts predict. Regarded as a music lover’s mecca, tens of thousands of revelers flock to the self-proclaimed “Live Music Capital of the World” every spring for the annual South by Southwest Festival, which takes place March 9-18 this year.
Chicago: The city that attracts 40 million visitors a year is gearing up to welcome even more as it serves as the backdrop for two high-profile world events in 2012. The 12th World Summit of Nobel Peace Laureates will make its North American debut in Chicago in April followed by the G8 Summit in May. For those who find their own version of peace on the back nine, Chicago will also host the Ryder Cup in September– a bi-annual international golf event eagerly followed by golf enthusiasts around the world.
Sure Bets for Great Deals in 2012
San Diego: Whether a mountain adventurer or a coastal relaxer, there is something for everyone at a price that works in San Diego. And this year, there’s even more of a reason to visit this coastal city. The convention business is growing, but has yet to reach the peak levels attained during 2007. This, combined with an increase in supplier inventory, means great values throughout the city.
Washington, D.C. : A bit of a hush falls over the nation’s capital during election years with the Washington insider crowd outside the Beltway campaigning. “As candidates hit the campaign trail in 2012, more hotel rooms and flights have space available and that can add up to great deals for travelers looking to explore Washington, D.C.,” said Donna Mulligan, Washington, D.C. destination expert and regional director for Orbitz Worldwide.
Riviera Maya: Soft white sand and beautiful aqua water make Mexico’s own Riviera an oasis for travelers seeking relaxation. With its large hotel infrastructure-the biggest in Mexico-Riviera Maya has long been a shoo-in for travel deals. However, trending declines in visitors from foreign countries will make the area even more affordable in 2012.
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What Consumers Want Most in a Hotel in 2012
Based on consumer search inquiries in 2011(1), Orbitz travel experts anticipate these popular perks will continue to drive consumers’ hotel booking decisions in 2012:
Convenient transportation: Whether driving or flying, travelers are looking for easy, no hassle ways to get to their destination. Free parking and airport shuttles are among the top-searched hotel amenities.
Pool: Swimming pools rank high on the list for both families traveling with kids and for those heading to spots like Las Vegas or Miami where it’s more about the scene (and being seen) than actually swimming. As one of the top-searched hotel amenities for the second year in a row, pools often determine whether a hotel option will sink or swim for a consumer.
The extras: Consumer searches show there is strong interest in hotel amenities that go beyond the basics. Four-legged companions are often seen as an integral part of the modern family. As such, search behaviors show that lots of travelers are seeking lodging that will accommodate their pets. There is also strong interest in hotels that provide spa services, fitness centers and wireless internet.
Predictions for 2012
In-house travel experts at Orbitz also identified the top three travel booking trends for 2012.
Mobile: Mobile commerce is expected to nearly double in the U.S. next year(2) and many of those mobile consumers will be on-the-go travelers, Orbitz forecasts. “65% of hotel reservations made via our mobile channels are for same-day stays compared to 14% via traditional desktop browsers,” said Chris Brown, vice president of product development for Orbitz Worldwide.
Flash Sales: The number of flash sale sites rose more than 350% from July of 2009 to July 2011 and the popularity of such sites seems only to be growing.
Gift of Travel: Today, many consumers are finding more meaningful value in giving experiences and memories vs. products off store shelves. “We are seeing parents gifting travel for graduations and birthdays and more engaged couples are opting to register for activities for their honeymoons instead of a set of towels,” said Jeanenne Tornatore, senior travel editor for Orbitz.com. While most give the gift to help people explore somewhere new it can also be a subtle reminder, and the extra push some need, to visit loved ones who do not live nearby.
Top 2011 U.S. Destinations
The usual suspects are back atop the list of the 10 most popular U.S. travel destinations. Las Vegas and New York claimed the top two spots for the fourth year in a row. One surprise showing, however, came from Orlando, which nudged ahead of Chicago, bumping the Windy City down to number four.
2011 could be dubbed the year of the urban escape as U.S. travelers often opted for cities over sand. In fact, the following beach destinations on the 2010 list were notably absent in 2011 rankings: San Diego (#5 last year), Honolulu (#7), and Miami (#10). Meanwhile, Boston and Los Angeles-two top destinations for 2009-reemerged in 2011 and Denver (#6) and Atlanta (#8) were welcomed as newcomers.
Top 2011 International Destinations
The top three international travel destinations for U.S. travelers – Cancun, San Juan and London-held steady in the same slots as 2010. However, there was a bit of shuffling from 2010 with Paris moving up two spots to number four and Toronto climbing one spot to six. Additionally, Mexico had an impressive showing, adding three of its cities to the list.
Warm climates and adventure activities enticed consumers to hop flights to foreign destinations last year. In addition to scenic beaches, travelers benefitted from lower rates in Mexico City, Guadalajara and San Jose del Cabo, while Cancun stayed relatively unchanged.

[Flickr via TJ Morris]

Is this the year hotels become more autism-friendly?




It isn’t easy traveling with a child with autism. In every piece of literature I’ve read about autism and sensory disorders and in every daily decision I’ve witnessed in my own son, autism is driven by routine. Travel is anything but routine. The fact that so many facets of travel are left up to chance makes many parents of autistic kids, as well as many adults living with autism, uneasy about leaving the comforts of home to explore new cities, countries, or cultures.

Since Gadling first reported on the Clinton Inn Hotel, a property in Tenafly, New Jersey, that re-designed its Alpine Suite to cater to families traveling with autistic children, more hotels are (slowly) starting to reach out to autistic travelers with autism-sensitive accommodations and amenities. The Center for Autism & Related Disorders, or CARD, a Tampa-based clinic, is ushering in many of these changes by working with local hotels to establish a standardized criteria by which accommodations can be deemed “autism-friendly.” In 2010, CARD designated the Wyndham Tampa Westshore as the first autism-friendly hotel in Tampa. Since then, five Tampa-area hotels and resorts, including the Tradewinds Resorts on St. Pete Beach, have earned “autism-friendly” status.

So, what makes a hotel “autism friendly?”The Centers for Disease Control and Prevention (CDC) estimates that, in 2011, 1 in 110 children in the United States have Autism Spectrum Disorders. The neurological disease can affect everything from speech to emotional development to fine and gross motor skills. As it is “spectrum disorder,” autism affects every child it touches in different ways. But there are some easy steps that hotels can take to make accommodations more inviting for special needs travelers and more secure for the parents or companions who travel with them. These measures come from my own experience, suggestions on autism forums, and practices already in use at some autism-friendly properties. Many of these tweaks can be implemented easily at modern hotels, else a hotel can retrofit a room or rooms to accommodate guests with autism.

Measures to Make Hotels More “Autism Friendly”

  • Make all lighting adjustable with dimmers to accommodate travelers who have light sensitivities.
  • Provide temperature controls in rooms.
  • Ensure that all guest room doors have locks on the inside. Put alarms on all exit doors.
  • Many children on the autism spectrum are on restricted diets, whether because of food sensitivities (to taste, texture) or because of allergies. Provide mini fridges in guest rooms so that parents can store their own food and drinks.
  • Bolt down some decorations and amenities, such as lamps, televisions, and telephones.
  • Outfit balconies and/or windows with locks and/or keypads for safety. Many children on the autism spectrum have difficulties with spatial recognition, which could reduce their fear while on a balcony or near a window.
  • Avoid using harsh chemicals or cleaning products and provide frill-free decor. The more basic, the better.
  • Provide extra blankets and pillows. The extra weight simulates the feeling of a “hug” for some on the spectrum, and thereby ensures a more secure and restful sleep.
  • Bathtubs in guest bathrooms are preferable to showers.

As part of its “autism-friendly” services, the Wyndham Tampa Westshore provides kids with an overnight toolkit, which explains visually what to expect during a stay at the hotel; visual schedules have been proven very effective – whether at home, in class, or on the road – with autistic children who need to know what their routines will entail. The Wyndham has also enlisted CARD to train its staff to understand autism and how to cater to guests with autism. In addition to those services, the Tradewinds Resorts touts its recreational activities, such as Splash Island Water Park and the bungee trampoline, as highlights of its autism-friendly services.

Speaking as a parent of a five-year-old with autism and as a travel enthusiast, I would love to see more hotels work to attract travelers with special needs. With every 1 in 110 children in America living with autism, the market for autism-friendly hotels is enormous. And given that families touched by autism are bound by tedious daily routines, I foresee thousands of potential travelers in search of accommodations that will simplify the transition from home to hotel.

Do you know about more autism-friendly properties or hotel amenities? Please let us know in the comments below.

Bowermaster’s Adventures: Protecting the Maldives

Laamu, Maldives— The recent four-day, ocean-focused conference — dubbed WaterWoMen by its sponsors, Six Senses Resortsand +H2O— was a first-of-a-kind blend of water sport activities and intellectual athleticism.

Equal part coming out party for the resort on this remote Maldivian atoll just a100 miles north of the equator included were not just some of the world’s top water athletes (surfers, windsurfers, free divers, kite boarders) but some of the planet’s more thoughtful thinkers on ocean issues as well.

On the athlete side were surfers Layne Beachley and Buzzy Kerbox , windsurfers Levi Silver and Keith Teboul, kite surfers Mark Shinn and Alex Caizergues and extreme wake boarder Duncan Zuur.

The slightly less active contingent included biologist and oceanographer Dr. Callum Roberts; aquatic filmmaker and 3rdgeneration ocean lover Fabien Cousteau; Carl Gustaf Lundin, director of the IUCN’s Global Marine Program; Bollywood producer/director Shekhar Kapur; Chris Gorell Barnes, executive producer of the film “End of the Line;” and Water Charity co-founders Dr. Jacqueline Chan and Averill Strasser.

The Maldives is a perhaps the perfect place for such a meeting since warming sea temperatures have put its coral reefs at risk, thus endangering both its local population and the tourism industry that is its economic base. The event was prudently also a fundraiser for a trio of ocean non-profits:

The Blue Marine Foundation(www.bluemarinefoundation.com), created by Barnes, a recent initiative pushing for ten percent of the world’s ocean to be placed into marine reserves by 2020 (today less than one percent is thus protected);

Plant A Fish(www.plantafish.org), Fabien Cousteau’s hands-on marine education and restoration effort to engage local communities around the globe through schools, businesses and government agencies to “re-plant” aquatic plants and animals in environmentally stressed areas;

Water Charity(www.watercharity.org), focused on providing safe drinking water, effective sanitation and health education to those most in need via the most cost-effective and efficient means.

One the most important subjects whenever marine folk gather is that of how to better protect the ocean at the edges of our coastlines. The statistics are simple and seemingly ridiculous: More than 12 percent of the earth’s land is protected, whether as park, reserve, preserve or sanctuary. Of the ocean, which covers nearly 72 percent of the planet, far less than 1 percent is formally protected.

The Maldives is proudly home to the new, 1,200 kilometer square Baa Atoll World Biosphere Reserve.
One frank discussion during the Maldives gathering included some of the more experienced players in that arena: Callum Roberts, whose “Unnatural History of the Sea” is perhaps the best book out there about how man has so badly treated the ocean over the past 500 years; Chris Gorrell Barnes, a London-based advertising executive who used his promotional skills to help “The End of the Line” move from book to internationally seen film about man’s grave impact on the planet’s fisheries and Carl Gustaf Lundin, who oversees marine and polar programs for the International Union for Conservation of Nature, which is responsible for helping create MPAs around the globe.

Roberts led off and was most direct: “So-called paper MPAs won’t work,” he said, referring to all the talking about, thinking about and hoping to protect parts of the ocean that goes on without actually doing it. “Establishing them, then enforcing the boundaries is key.”

“And only local protection works,” he continued. “Bringing in environmental groups or government agencies from outside won’t work. Local people have to protect their own waters.”

Calling MPAs “barometers” of the ocean, he said he was thankful for the newly announced set aside of the Baa Atoll — one of 26 big atolls that make up the Maldives, which include more than 800 individual islands or smaller atolls — because the Indian Ocean that surrounds the island state has been badly impacted by development stress, overfishing, pollution and, particularly, the impacts of climate change.

Barnes, whose Blue Marine Foundation — created as a follow up to the success of the “End of the Line” — was among several instrumental in getting the Baa Atoll approved as an official UNESCO Biosphere Reserve. The goal of Blue Marine is to see 10 percent of the world’s ocean formally protected in the next decade.
“What we need now is not more science. It’s money. The biggest challenge is how to fund marine reserves, especially in bad economic times,” said Barnes.

Working with the IUCN, an MPA five times the size of the one in the Maldives has been set up in the Chagos Islands. “But in order to get that accomplished,” said Barnes, “we had to raise outside money to help the U.K. government, which is a prosperous First World nation. Imagine how difficult it is for countries in the developing world to find money to protect the ocean.”

Roberts chimed in that the money needed to protect even 30 percent of the ocean was not that much, in the big picture. “That would cost just over $14 billion,” he said, “or about the amount spent on beauty care products each year.”

The IUCN’s Lundin suggested that $14 billion was paltry compared to the $70 billion spent by countries around the world to subsidize fishermen. “The big question for MPAs, including here in the Maldives, is how do you subsidize people notto fish?”

He had dived off Laamu earlier in the morning and had seen just five big fish in a stretcher where “I should have seen 50.”

“We have to do better at teaching people that a live manta ray, which helps bring millions of tourist dollars to the Maldives, is a far better deal than killing and selling its gills in China for a few hundred dollars.
“But the time to act is now,” he said,” since we’ve only got 10 percent of the fish left.”

He agreed with Roberts that enforcement was key to making MPAs work.

“We have helped many areas in India gain protection, but enforcement then becomes a low priority. The reality is that you have to hang a few people high from time to time, as example, to help with enforcement,” he said.
The IUCN keeps a list of scofflaw vessels around the globe, including the names of ships and their captains, but Lundin liked the example of Malaysians who when they catch a boat poaching in its waters sink it within 24 hours.

” ‘Warm and fuzzy’ doesn’t always work,” he said. “For MPAs to work, enforcement has to be swift and effective.”