Airlines not alone in poor customer service studies

by Tom Johansmeyer on

The Airline Quality Rating report was released last week, exposing the five worst airlines in the United States. It’s fun to beat up on the airlines … as it is to beat up on other companies and industries notorious for poor customer service. So, this made me wonder just how the airlines stack up against everyone else.

Back in August, the American Customer Satisfaction Index rated hundreds of companies and came out with the results. Some airlines are in there, of course, but they aren’t alone. I took a look at the bottom of the barrel – 18 companies featured by Business Insider – and saw that the airlines were well-represented but far from dominant.

Telecommunications companies led the pack, accounting for a third of the list, with airlines next – four companies accounting for 22 percent. Banking followed with 17 percent. Strangely, social networking contributed two companies, with both Facebook and MySpace getting poor marks for customer service. Insurance, restaurants and utilities each contributed a company.

The airlines that got the nod will look pretty familiar: in fact, they’re four of the five identified in the Airline Quality Rating report. American Airlines took the #12 spot, immediately behind Facebook and MySapce. Delta and US Airways took the next two positions, with United Airlines at #17.

The worst company for customer service was AT&T Mobility, with DirecTV and Citibank behind it.

Windows Live Photo Gallery and Foursquare team up to provide photo tips

by Scott Carmichael on

If you are anything like me, making great photos is a challenge. When I shoot my photos, I always assume that only 1 in 10 will actually turn into something worth sharing.

Thankfully, professional photographers from the Windows Live Photo Gallery team have joined forces with Foursquare to provide hyper-local tips on where to make the best shots. With these tips, you’ll be able to find your way to a location, check in to it, and make a great photo of it.

The tips are currently offered in New York, San Francisco and Seattle. To get the tips, simply follow the Windows Live Photo Gallery team on Foursquare, and keep an eye on the tips they have posted. Of course, when a lot of people visit these locations, your chance of grabbing a mayorship becomes quite slim… And while you are on Foursquare, don’t forget to become friends with Gadling!

Harrah’s All Stage Pass offers 2 days of unlimited access to 17 Vegas shows

by Scott Carmichael on

Almost every visit to Las Vegas revolves around three activities: gambling, eating/drinking and shows. Nobody ever needs any help finding ways to gamble away their money, and unless you are too drunk to locate a restaurant, you’ll also never go hungry in Vegas. Shows are a little more complicated . there are a lot of them and their pricing is often a bit steep (especially if you don’t know where to find discount tickets).

Vegas visitors can save a pretty decent chunk of their gambling budget by purchasing the Harrah’s All Stage Pass. This all-you-can-see show pass builds off the success of their buffet-of-buffets promotion, offering 48 hours of unlimited access to 17 Las Vegas shows.

The pass costs $119 and drops to $99 for members of their Total Rewards loyalty program. Once you’ve purchased your All Stage pass, you can walk up to any of the box offices for the shows and get yourself free tickets.

There are obviously a few caveats – the promotion does not include Barry Manilow, Cher, Donny & Marie or Penn & Teller – though you do get access to $40 tickets for those shows. And while not all the entertainers in the lineup may appeal to you, there are some very worthy shows on offer – including Anthony Cools, Rita Rudner and (if you are into that kind of thing) The Chippendales.

Also – you’ll really need to spend some time doing math and scheduling before dropping cash on the passes, because unless you manage to squeeze in as many shows as you can, you’ll end up paying more than you would if you found some discounted tickets.

To learn more about the shows on offer, the pricing and where to purchase the All Stage pass, head on over to the Harrah’s promotion page.

Hotels to ditch front desks in the next three years

by Tom Johansmeyer on

Is the hotel front desk a thing of the past?

I was pretty blown away by this concept, which I ran into on MSNBC yesterday. It seems that the Los Angeles Andaz hotel and the Andaz in New York City have both gotten rid of the front desk. Instead, the hotel is greeting guests with a “host” bearin wine, a great chair and the chance to choose a room by laptop. The move, intended to be high-touch and personal, has played differently in both locations – welcomed in LA and not so much in Manhattan.

Yet, it could signal the next big trend in the hotel industry. The personal welcomes do focus more on the guest, and the thought of waiting in a comfy lobby chair instead of standing in line laden with baggage is pretty attractive. So far, Courtyard by Marriott has moved away from the front desk concept in 201 of its 800 lobbies in the United States, favoring “welcome pedestals” instead. By 2013, it hopes to complete the transition.

Changes are coming at other hotels, too, according to MSNBC:

Several thousand customers who already carried Starwood Preferred Guest cards were texted their room numbers before arriving at the Aloft Lexington in Massachusetts, allowing them to bypass the front desk and head to their floor. Once there, they simply tapped their preferred guest card on the door lock for room access. That pilot program is being expanded to Alofts in Harlem, Brooklyn, Jacksonville, Fla. and Brussels, Belgium.

James Sinclair, principal of OnSite Consulting, which focuses on the hospitality and restaurant industries, expects the front-desk concept to last another 36 months. In addition to appealing to many travelers, the move is expected to cut operating costs and give hotels a bit more breathing room follow a trying economic period.

[photo by prayitno via Flickr]

Daily Pampering: New “Presidential Bungalows” at The Beverly Hills Hotel

by Melanie Nayer on

What’s it like to stay in presidential style? The Beverly Hills Hotel is unveiling two new ultra-luxe, residential-style “Presidential Bungalows,” to give visitors a glimpse of the really good life.

Tucked among 12 landscaped acres of banana leaves, palm trees and perfectly manicured gardens, the new Presidential Bungalows will be the largest, most prestigious suites in Los Angeles with more than 5,500 square feet of living space indoors and out.
The Presidential Bungalows resemble individual homes set in the most prestigious residential neighborhood of Beverly Hills, with indoor living opening to the outdoors while assuring absolute privacy.

Intrigued? Reservations for the $9,000 to $12,000 per night bungalows can be booked now for arrival beginning on February 15, 2011 for the first new Bungalow. The second Bungalow will be available as of March 2011.

What’s makes the new bungalows so “presidential”? Read on…
Inside the bungalows:

  • Fireplace in every room – five in total, including circular outdoor fireplace
  • Great Room with classic cottage raised-beam ceiling, custom walnut wood planked floors, and a dining room with seating for 10 overlooking a waterfall-edge plunge pool
  • Professional chef’s kitchen with Sub-Zero refrigerator, wine cooler, stainless steel appliances, dishwasher, stove, microwave, undermount sink with stainless steel apron, stone counter tops, glassware display shelving and mirror backsplash as well as a butler’s pantry and private entrance for staff
  • Bright interior color palette inspired by the beauty of California outside
  • Wood-clad Art Deco-style Study overlooking gardens and the pool, with custom-designed rolled-edge peninsular desk with innovative swivel lamp and every technology
  • Master Bedroom with unique furnishings and a fireplace facing inside and out before French doors that open onto an individual private garden
  • Sizable walk-in closet with vast luggage space and adjacent makeup room to appease the legendary Hollywood pastime of getting
  • Red Carpet-ready in style Master Bathroom with garden views and a freestanding bathtub for two, stone Deco-inspired vanity, nine-foot counter, separate W.C., and rain shower/steam shower with two showerheads
  • Two spacious Junior Bedrooms with individual private gardens and courtyard access Gallery/Sun Porch with fireplace, sectional sofa, custom tables and high-tech entertainment components. Can be joined to each of three bedrooms to create a privately keyed suite Home-theatre components in virtually every room with Bang & Olufsen flat-screen monitors (65-inch in the Great Room) with BluRay/DVD players and input for game controllers.
  • MP3 player docks with built-in speakers in all rooms and outdoor spaces, including underwater in the swimming pool High-touch technology with a single, easy-to-use remote control for lights, drapes, fireplaces and all media options

Exterior highlights include:

  • Over-sized private gardens landscaped with inspiration from The Beverly Hills Hotel’s legendary tropical paradise
  • Lap pool with waterfall features and underwater speakers
  • Custom-designed lounge furniture for relaxing beneath the stars or in the sunny California climate, with dining area lit by elegant wrought-iron gas lanterns
  • Outdoor fireplace and outdoor design elements unique to each bungalow including circular outdoor banquette seating at Bungalow 23 and a greenwall garden backdrop behind the pool at Bungalow 24
  • Outdoor garden shower for two off the Master Bathroom, with absolute privacy

Want more? Get your daily dose of pampering right here.