East coast flight delays continue, tensions rise

by Grant Martin on

Snowgasm™ 2010 continues in earnest today, as hundreds of flights across the eastern seaboard are canceled, rerouted and shuffled together, resulting in thousands of passengers stranded at airports and howling with rage.

It’s a lose-lose situation for the passengers and airlines, as underpowered air carriers try to manage a massive influx of rebooked fares and confusion reigns. Here at Gadling Labs we’ve been rebooking fellow travelers left and right, and the exasperation that we hear on the phone and among passengers is extraordinary. Just last night a colleague needed to be rebooked from Birmingham, AL to NYC and had to accept a flight three days later due to oversold and canceled flights.

Several community blogs including travelsmartblog have published tips and solace for stranded passengers, but as in all weather disasters, rebooking and organization take time. Our advice? Settle in, find a wall outlet, get some snacks and call the airline for rebooking: it’s going to be a long few days. Here are the numbers you need for rebooking.

American Airlines: 800-433-7300
Delta Airlines: 800-221-1212
Continental Airlines: 800-300-1547
Southwest: 800-I-FLY-SWA
United: 800-864-8331
Virgin America: 877-359-8474

[image via Wikipedia Commons]

Photo of the Day (12.26.10)

by Jeremy Kressmann on

Hats off to Flickr user MikeGL for this unique capture of New York’s world-famous Brooklyn Bridge. One of the great joys of visiting this unassuming New York borough is walking across the Bridge from Manhattan. Along the way, you’ll get a great view of the Bridge’s unique arches, soaring above you here in dramatic fashion. Make sure to give it a try next time you find yourself in the Big Apple.

Have any great photos from your recent travels? Why not add them to our Gadling group on Flickr? We might just pick one of yours as our Photo of the Day.

The 10 snowiest cities in America … bundle up!

by Tom Johansmeyer on

I spend all summer fantasizing about winter. From the end of May to the beginning of October, I wind up drenched in sweat, wishing I could peel off my own skin and running from one air conditioned environment to another. It’s miserable. When the biting cold of the winter season hits, I embrace it, finally able to be somewhat comfortable when I’m outside. Add a bit of snow to the equation, and the result is positively heavenly.

So, when I saw The Weather Channel’s list of snowiest cities in the United States, my mind immediately wandered to chilly places where I could hop on a sled (which I prefer to skis or snowboards), pour a big, steaming mug of hot chocolate and hurl snowballs at random passers by.

Are you into that sort of thing? Well, you’ll probably want to dash off to one of the 10 snowiest cities in the country! In case you’re wondering, here they are:

%Gallery-108139%1. Valdez, Alaska: The Weather Channel reports that this city gets 297.7 inches of snow a year, with 180 of them coming in only one month. If you go to the second snowiest city in the country, the annual average is six feet lower than it is in Valdez. Slackers.

2. Boonville, New York: Boonville just sounds like a snowy place. With 220.5 inches a year, this town in the foothills of the Adirondacks calls itself the “Snow Capital of the East” and has the powder to back up that claim.

3. Hancock, Michigan: In December, 56 inches of snow are dumped on Hancock, with another 68 inches following in January. The city averages 218 inches a year and once boasted of two feet of wet snow on June 2. This is my kind of place!

4. Crested Butte, Colorado: From November through March, you can expect at least 30 inches of snow to fall every month, with an annual average of 217.7 inches. If you like snow to shroud your Labor Day barbecue, this is the place to be – you can also find snow falling as late as the end of June.

5. Truckee, California: In the late 1800s, one storm pummeled Truckee with 10 feet of snow over two days. Since then, the elements have been merciful, if you call an annual average snowfall of 198.3 inches merciful. Do the math on this one.

6. Lead, South Dakota: Storms dropping more than 10 inches of snow hit at least three times a year in this city, which averages 187 inches of snow a year.

7. Steamboat Springs, Colorado: For 97 days a year, you can expect this mile-high city to have at least 10 inches of snow on the ground. The annual average snowfall of 175.5 inches is nothing to sneeze at.

8. Red Lodge, Montana: There have been years where snow didn’t fall in only two months – that’s what it takes to score an annual average of 173.9 inches. And, the snow lingers: there’s at least an inch on the ground 127 days a year.

9. Tahoe City, California: The snow doesn’t start to fall until November, but when it does, it comes plentifully. Tahoe City averages 170.8 inches a year.

10. Ironwood, Michigan: This city has a slightly pornographic name and a hell of a lot of snow. Ironwood averages 164.6 inches of snow a year and is a hot spot for winter sports, according to The Weather Channel.

[photo by bsabarnowl via Flickr]

Controversy over new Turkish Airlines spokesman Kobe Bryant

by Meg Nesterov on

In order to promote the upcoming new Los Angeles–Istanbul flights, the new Turkish Airlines spokesman Kobe Bryant has prompted some protest in the Armenian American community. Turkey (as well as the United States) does not recognize the death of 1.5 million Armenians at the end of Turkey’s Ottoman Empire as genocide. 700,000 Armenian Americans in California are hoping Bryant will use his stature to raise awareness and put pressure on the United States to recognize the deaths, threatening to boycott the basketball star and the L.A. Lakers if he doesn’t back out of the deal.

Should he continue with the deal, Bryant will make his own inaugural trip in 2011. “I’ve never been to Turkey,” Bryant told CNBC. “But all the guys on the team in the league who have been keep saying it’s one of the hottest places to go to.” The LAX-IST flights will begin in March, four times a week. Turkish Airlines also has direct flights from New York, Chicago, and Washington, D.C.

Turkish Airlines’ current brand embassador is actor Kevin Costner, though no protests are known against his films or for the work of Benicio del Toro, whose image can be seen all over Turkey in advertisements for Magnum ice cream.



[Photo via Flickr by Keith Allison]

Five ways to deliver a meaningful customer complaint

by Tom Johansmeyer on

Bad customer service bothers the hell out of me. I know I’m not alone on this: nobody likes receiving something less than he pays for. But for me, it’s something of an obsession, having worked in businesses where there is nothing quite like a “quality problem” to put the brakes on your career (or derail it entirely). And perhaps unreasonably, I have incredibly high standards – which I do reward commensurately, from gratuity to word-of-mouth advocacy. Whatever the driver, I am quite comfortable approaching a hotel or restaurant manager with both criticism and high praise, and I’ve found out what works and what doesn’t.

If all you want to do is go for the jugular when you get unacceptable service, don’t bother reading the rest of this: it won’t help you out. When you encounter a service failure, sometimes you have to fight every urge you have to win and stay focused on what really matters: delivering a meaningful customer complaint. In the end, you will feel much better about how you’ve behaved. I had to bite my tongue Saturday night at a hotel‘s resturant here in New York: it hurt, but in the end, I’m happier with the outcome (which is limited to my behavior, since the restaurant’s manager failed to take interest, let alone action).

So, the time comes to talk to the manager … here are five ways to do it effectively:1. Forget about free: nothing annoys me more than people who bitch and complain just to get a 10 percent discount next time. It’s as transparent as it is demeaning to all involved. The human race, quite simply, deserves better. O, the next time you have a service gripe, open with, “I’m not looking for anything out of this,” or “Don’t worry about a discount or free anything, I’m just looking to have a situation fixed.” It changes the nature of everything that follows.

2. Be constructive (and show it): focus what you say on the situation at hand, and explain your problem in detail. At the same time, offer ways that it can be fixed. Most restaurant and hotel managers, for example, will throw a discount or a comp at you (which, at least, is better than the airlines, who won’t help to remedy a situation without a struggle). This may make the immediate problem go away, but it doesn’t solve anything. If you’re specific and contribute something worthwhile, you’ll get better results.

3. Be calm and clear – but firm: yelling and screaming may give you some temporary satisfaction, but that wears off quickly. Wouldn’t you rather get a resolution that’s more enduring? Approach the situation with a cool head, and remain rational. If you make a point, back it up with examples from the experience that bothered you. Report the facts, so to speak, and be very careful to avoid a tone that comes across as accusatory. At the same time, however, you do have a right to stand up for yourself. Use it.

4. Follow it up in writing: this goes for both good and bad service frankly (email and letters rarely reflect the former, and it does make a difference). Even if you have a conversation, summarize it in email, and click send. This will add a bit of weight to your concern and increase the likelihood that it will be addressed. Also, it will keep the manager honest with his employer and himself.

5. Prepare to offer a second chance: okay, this can be tough after you’ve had a bad experience. If you have offered targeted constructive criticism that has been taken seriously, and you’ve been in touch with the establishment after your initial encounter, you do owe the property a chance to win you back. When you do return, you should thank the manager for any discounts offered but refuse them. If this isn’t possible, add your savings to the gratuity (if service warrants it). The experience alone should be your reward, not the financial incentive.

[photo by star5112 via Flickr]