An open letter to US Airways

by Mike Barish on

I just got back from spending a week visiting a friend in Puerto Rico. Considering I am tan, well-rested and had perfect weather, I guess it was a successful trip. But it was almost derailed from the very beginning when US Airways lost my luggage.

You see, I was forced to check my luggage because the overhead compartments were full. When I asked the US Airways representative why people in our seating “zone” had to check our bags and not others who boarded first, he simply said, “next time book a seat in the back of the plane.” Now seems to be the right time to point out that I was seated in row 22 of a 30 row plan yet was in Zone 6 out of 7. Logic, thy name is not US Airways.

Well, the attendant quickly scribbled my flight info on the luggage ticket. And by quickly I mean sloppily. How sloppy? His SJU (San Juan, Puerto Rico) ended up looking like SJO (Juan Santamaría International, Costa Rica). Woops! Of course, no one knew where my bag was for days. Which meant that I spent New Year’s Eve in clothes purchased in San Juan and several days in a pretty ornery mood. Ultimately, my bag was found and returned and I am happy to report that I encountered several wonderfully helpful US Airways staff members along the way.

What follows is an open letter to US Airways (rest assured it has also been emailed, faxed and mailed to their Customer Relations department). I made sure to praise those who helped me. It’s only fair.

US Airways Customer Relations,

I am writing to express my great frustration and disappointment. On December 30, 2008, I departed LaGuardia airport en route to San Juan, Puerto Rico with a stop in Charlotte, NC (Flight 899 with a transfer to Flight 1568).

I attempted to board the plane at LaGuardia when my zone was called (Zone 6). At this time, I was told that the overhead compartments were full and that I would need to check my carry-on bag. When I asked the US Airways representative why people in our zone were essentially being penalized, he simply told me, “next time book a seat in the back of the plane.” However, I was in row 22 of a 30 row plane. Yet, I was in Zone 6 out of 7. Why was a seat in the last third of the plane included in Zone 6? And such a dismissive and smug response from a member of your staff is disrespectful.

I reluctantly gave up my carry-on bag to the attendant. However, because of his sloppy handwriting, my bag was sent to Costa Rica (SJO) instead of San Juan (SJU). I did not learn this for several days. In that time, I was in Puerto Rico for New Year’s with absolutely no clothing and no idea where my luggage was and if it would ever be recovered.

I made several calls to your toll-free number and found your customer service representatives to be uninformed and dismissive. My bag could not be tracked or accounted for.

Thankfully, I can say that your on-site luggage services staff in Charlotte and San Juan are professional, courteous and honest. David in Charlotte searched diligently for my bag and had the idea to check Costa Rica. He went so far as to call me back twice to assure me that he was still working on my case. Sheila in San Juan was fantastic. She called me repeatedly and even had the delivery service bring my bag to me before their scheduled deliveries. She later called me again to confirm that I had received the bag. I wish that your corporate office staff were as friendly and helpful as your airport staff.

It is absolutely unacceptable that A) my seat was in Zone 6 for boarding since it was in the back third of the plane, B) a member of your staff would give me such a dismissive explanation as to why I had to check my luggage, C) the haste and sloppiness of one of your employees would result in my luggage going to an entirely different country for several days, and D) your corporate staff is as ineffective as they are.

You should be ashamed of a situation like this. I certainly have no intention of utilizing your airline in the future. My disappointment is tempered only by the kindness of your airport staff, who showed that a little patience and humanity can go a long way.

Overall, however, your airline’s service was an embarrassment.

Sincerely,
Michael Barish

Drunk man forces Moscow-Atlanta flight to divert to Canada

by Josh Lew on

Yesterday, a Delta Airlines flight from Moscow to Atlanta had to make an unexpected stop in Newfoundland after the pilot decided that an unruly passenger had to be removed from the plane. The Royal Canadian Mounted Police were waiting at the gate in the town of Gander. They immediately took the man into custody.

Few details about his behavior were given, but he was said to be drunk, aggressive, and unruly. However, the man did not injure any other passengers. The flight arrived in Atlanta about 4 hours late. There were more than 200 people on board.

Canadian authorities are expected to file charges against the man, who is still being held by the Mounties. His identity has not yet been released. A passenger told an Atlanta newspaper that he noticed an empty bottle of Chivas (the 1.5 liter variety) next to the man’s seat. Other passengers said that the man had also taken prescription medication along with the alcohol.

These women weren’t drunk — but they did cause a stir in the air. Click the pics to find out what they did.


Airbus wins bet, makes president less of a loser

by Tom Johansmeyer on

When your reputation is so bad that you have to make a bet that you’ll meet production targets, as Airbus President Tom Enders did, you need to realize that your victory would be break-even for anyone else. The man with the poor track record scored a bottle of champagne by delivering the fourth of four planes to Emirates Airline on time. The total order is for 58, which means Airbus has plenty of work ahead of it.

Hell, he even had two days of wiggle room. If the champagne is as good as his reputation, Enders will endure an incredibly sweet victory.

Before we give Airbus too much respect, his announcement of champagne success was accompanied with a warning that the fifth plane, due by the end of March, will not be ready until mid-April. Of course, this will occur despite the fact that the on-time delivery “gives us a good basis to further ramp-up our production in 2009.” Emirates president Tim Clark leaked this tidbit to Reuters.

Enders made the bet with the media at a press conference in September because he’s missed his deadlines four times in three years. And, we all know that reporters are perpetually broke … they only make bets they’re likely to win. This says so much about Airbus and its leader.

Already, he’s screwed up 2009. Airbus parent EADS confessed that it will miss its objective of 21 A380s this year. This, apparently, is how one treats its largest customer.

[Via Reuters via USA Today]

Most Annoying Airline Passengers

by Annie Scott on

The holidays are a hard time to travel, and Lemondrop has compiled a gallery of the people who make it even harder.

“The Most Annoying Airline Passengers Ever” include people who stop in the aisle while you’re boarding to rearrange the bag they’re stowing, strangers who talk too much, and everyone in first class.

While they don’t mention my personal nemeses (the people who can’t keep their elbow and/or various other body parts on their side of the arm rest) the list is pretty darn good, and the pictures are fun, too. Special appearance by Samuel L. Jackson in his Snakes on a Plane role.

[via Lemondrop]

10 New Years travel resolutions you won’t want to miss

by Scott Carmichael on

The year is almost over, so after looking back at some of the best and worst the year had to offer, it is now time to look forward at the new year.

I’ve collected ten ways that can help you make the best of your trips, and may even help you collect some extra miles on the way there.

Re-evaluate your airline and hotel loyalty

I have some bad news for you – your airline or hotel of choice does not consider you to be a good friend. Despite your years of loyalty, they really don’t care who you are. Unless you are in the top 1% of their frequent guests, it may be time to evaluate the other companies.

Many people consider themselves loyal to one airline or hotel chain, often in exchange for some basic perks from their frequent guest program. I’ve come across people at the airport with a mid-tier loyalty card, who somehow thought that they were very important to the airline. Fact of the matter is, unless you spend a considerable amount of money on first class tickets or hotel suites, they will never ever care who you are.

With this in mind, it always makes sense to check out the grass at the other terminal. Research the airline or hotel chain on one of the many frequent traveler chat boards, investigate their perks, and check out ticket sites for the price of tickets or rooms you usually purchase. You won’t always find a better option, but at least you can travel knowing you are getting some decent value for your money.

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Travel lighter

Before you embark on your next trip, take the time to go through your bags and dump anything you should not be carrying. You’d be surprised how many old hotel room keys and crumpled boarding passes you’ll find at the bottom of a well traveled bag.

Take the time to go over your high-tech equipment, and consider investing in lighter solutions like the Chargepod charger, or even a shiny new Netbook. The investment will pay off in the long run, and your back will thank you for it.

If you need a new laptop bag, get yourself a TSA friendly one, it may only save 30 seconds at the checkpoint, but you will no longer have to remove your laptop every time arrive at the airport.

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Go for a status match (if you have any status)

The status match is the undocumented trick airlines use to help you switch your loyalty to them. If you have status with one airline, you can usually have a competing airline match that status in their own frequent flier program. There are couple of exceptions though.

Airlines usually decline status matches to fellow airlines in the same alliance. For example; United Airlines won’t match BMI since they both participate in the Star Alliance, exceptions are sometimes made if you can convince the airline you only fly routes that don’t overlap.

To get a status match, simply call the customer service line of the airline you’d like to try, and they’ll usually provide you with the information you need to have them process the match.

The advantage of a status match is that you can switch airlines, without losing any of the perks you got at your previous airline. The status match often comes with some fine print. Some will only grant the new status for 6 months, and others may “challenge” you and ask you to prove your loyalty by flying them a couple of times before they hand over a shiny new gold card. One final warning; the status match is almost always a one-time thing, so don’t ask for a match until you really need it.

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Plan your summer destinations now

Feeling cold? Why not sit down and find your next summer vacation destination. This is especially important if you plan to cash in some miles to fly. The sooner you book, the greater the chance you’ll actually be able to finally spend some of those hard earned miles.

Don’t always worry about paying for a ticket now, some airlines now offer best price guarantees and will refund any drops in price between now and your departure date. Just be sure to check with your booking site for the terms of the ticket you are paying for before you click “buy”.

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Update all your mileage accounts

If you don’t care who you fly, then chances are you have 5 or 6 different mileage accounts. Each account probably has a few thousand miles. Go over each account, and check whether your miles are at risk of expiring. Make sure your email and address information is up to date, and make any changes necessary.

Some airlines have very low redemption levels for certain non-flight perks. Your small collection of miles might be enough for a newspaper or magazine subscription, or you could simply donate the miles to one of the many charities often involved with the airline. If you do find an account with miles that are about to expire, find a way to add some miles to the account through a shopping portal. These small transactions are usually enough to keep your mileage account alive for another couple of years.

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Educate yourself on the TSA rules and regulations

Last week I wrote about some of the silliest things the TSA did in 2008. Not everything that goes wrong at the security checkpoint can be blamed on the TSA agents. Plenty of travelers still arrive at the checkpoint horribly unprepared.

If you are not a frequent flier, check out the TSA web site, and educate yourself on the current rules and regulations. You’d be amazed how many people arrive at the airport without a valid ID, and with a bag full of oversized bottles of toiletries.

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Get yourself a mileage earning credit card

If you are going to spend money, then why not spend it and earn something back at the same time? Credit may have tightened up a bit, but there are still plenty of great ways out there to earn a nice signup bonus and earn more miles when you use your card.

A decent list of all current mileage earning cards can be found here, but often it simply pays to call your bank and see what they have to offer. Citi, Chase, Captial One and American Express all offer their own brand of mileage (or point) earning cards.

Sadly, the best deals often come in the mail, so next time you see one of those horrible pre-approved envelopes, don’t immediately throw it away. Before signing up for a card, be sure to check out the yearly membership fees and whether the bank is willing to offer a nice 0% APR deal.

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Check for missing mileage credits

If you travel more than a few times a year, then it may be worth sitting down behind your computer and checking for any missing flight segments in your mileage account. You’ll need to have your boarding passes and a list of when you flew.

You’d be surprised how often an airline miscalculates your mileage, or completely “forgets” to credit you for a flight you took. This is especially if your original flight was canceled or rerouted as your frequent flier number may have dropped off the new reservation. To compare what you should have earned, with what you actually got, you’ll want to use a mileage tool like WebFlyer’s MileMarker.

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Start writing about your trips

If you are lucky enough to fly more than a few times a year to fun destinations, then consider documenting your trips. Even if nobody reads it, you’ll create a permanent record of what you did.

Also, don’t just shoot 100’s of photos that grow old on your computer. Upload them to one of the digital photo hosting sites, many of which are free to use. I’m a big fan of Smugmug myself, but with so many different sites, there is bound to be one out there that fits your needs.

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Be prepared for when things go wrong

How many of you have the most up to date phone numbers for your airline or hotel chain stored in your phone?

Do you know who to call if you suddenly find yourself stuck at the wrong airport and have to fight with 200 others for 50 hotel rooms? In just 10 minutes, you’ll be able to add all the important airline and hotel reservation numbers to your phone. Also, take the time to print out the numbers in case your phone arrives at your destination with a dead battery.

If you have the right equipment at home, make a copy and/or scan of your passport and drivers license and try to dig up the phone numbers of all your credit card companies. If disaster strikes and your wallet goes missing, you’ll thank yourself for being prepared.

So there you have it, ten simple things that could make your upcoming year of travel a tad easier to deal with. Of course, as with all new years resolutions, don’t feel too gloomy if you only make it till the third week of the new year!