Refunds from an airline? Say it ain’t so

by Alison Brick on

Just when you thought that airlines were nickel-and-diming us ruthlessly, (Let me check. Yep, they still are.) we get news to give us a sliver of hope.

An article in USA Today tells us that if the price of a non-refundable airline ticket that you’ve already bought goes down, you can ask for a refund. It just needs to be requested before the scheduled flight.

I’m not sure which idea is more surprising: prices going down, or airlines willingly giving up money.

Southwest makes it the easiest–they’ll rebook at the lower price, refund the price difference directly to your credit card, and they won’t charge you a change fee.

Other carriers give will you a refund, but they make it a little more tedious–giving you a voucher instead of reimbursing your credit card, and they might charge a change fee (from $75 to $150 for a domestic flight). The process for placing the request varies by airline, either by website or phone.

Refund by credit card, without change fee: Southwest
Refund by voucher, without change fee: United, JetBlue, Alaska
Refund by voucher, with change fee: Continental, Delta, US, Airways, Northwest, American
No refunds: AirTran, Virgin America, Spirit, Frontier

I hadn’t heard of Alaska’s guarantee before, but I like it: it applies if you buy a ticket on their website, but later notice a cheaper ticket (by $5) for the same flight on another website. If you call within 24 hours, you can still get the price difference applied to your credit card, plus a $50 voucher to boot.

Are you doubtful or encouraged? Yes, it takes some extra legwork to research fares and contact the airlines. And the refund might be nominal after the change fee. But the money that you get back might offset what the airline charges for checking luggage or requesting a blanket. Plus, it’s just satisfying to get money back from the airlines for once, isn’t it?

Top 10 stupidest laws you could encounter abroad


Make your flight (and mine) easier this holiday season

by Tom Johansmeyer on

The holidays are coming, and people will be flying. If you’re one of them, instead of feeling angry and entitled in every line in which you late, make a concerted effort to improve your surroundings. No, I’m not talking about picking up garbage or holding the door for some old lady who will punish you with tales of her grandchildren’s accomplishments. Take small steps to become more efficient. You-and everyone around you-will spend less time in line, and you might just be almost happy with your trip.

Rule #1
If you see someone who looks like he travels regularly, do what he does. If he takes his license out of his wallet before reaching the security line, you should too. Did he just remove his laptop from his bag? Guess what … you’ll probably want to take yours from your bag. You can’t go wrong by copying someone who’s obviously smarter than you are.

Rule #2
Don’t prepare for the security stop when you’ve already bellied up to the X-ray machine. While you’re in line, do the following:

1. Pull your laptop out of your bag (if you have one)
2. Take your ID (license or passport) out of your pocket, bag, etc.; hold it with your boarding pass
3. Empty your pockets into your carry-on; do the same with your watch, cell phone and any heavy jewelry
4. Remove your shoes, and carry them on top of your laptop
5. Repeat #4 with your coat and hatNow, you have a stack of personal belongings on top of your laptop. Carry them like you did your books back in grade school. You can drop the laptop into one bin for the X-ray machine, pick up the clothing and drop them in the next bin. It’s fast. It’s easy. It doesn’t leave you screwing around while people are waiting.

Rule #3
Unless you’re moving, don’t pack like you’re moving. If you can’t carry it, don’t bring it. This is just common sense. Bringing gifts to family members you see rarely? Mail the packages. Hell, with the cost of extra baggage right now, it’s probably cheaper to engage UPS for this anyway.

Rule #4
Eating at the food court instead of home? This makes sense. After all, the long lines force us all to go to the airport earlier … just in case. There are more of us than usual, and we’re all friggin’ hungry. So, why the hell does someone who’s in line for an hour wait, ponder and stutter when placing an order? Next time you’re jammed up at Wendy’s, use those 30 minutes in line to think about what you want. By the time someone asks if you want fries with your burger, you should already know the answer.

Rule #5
Forget every rule of good parenting. Sometimes, you need to let your kid cry to learn a lesson. Here’s the problem: we don’t need to learn that lesson, too. Do what it takes to keep your kid under control. If that means coloring books, candy or … dare I say it … active parenting, do it. Do what it takes. Your round trip involves two days of your kid’s childhood. Whatever you do for the sake of expediency will not make a lasting impression.

Rule #6
Know when to quit. We all love to scream at airline employees, and we know they are lying to us. When they say that weather caused the problem on a sunny day, when they say that there are no more exit row seats, when they say the flight is overbooked … we just know it’s bullshit. So, we fight. Sometimes, it works. Appeasement in the form of flight vouchers, hotel stays and free meals sometimes flow. But, at a certain point, you need to know when to stop. If you’re on a full flight of people with super-triple-platinum status (and you’re not), don’t expect to get a damned thing. Accept that you will lose.

Fighting the good fight is okay, but at a certain point, you lose the crowd’s sympathy. Be aware that people who look like serial killers don’t often get what they want (or need).

You’re more likely to have a safe and happy holiday season if you follow my advice. So, I wish you all the best in the coming weeks, and I encourage you not to be a moron once you pass through those automatic sliding doors. It happens to all of us, but maybe if we all make that genuine attempt not to make airport life worse, we’ll all have a better time.

JAL’s CEO takes bus to work and eats at the cafeteria (even when the press aren’t following him)

by Josh Lew on

Every couple of days here in Minneapolis, Northwest CEO Doug Steenland is on the television telling the thousands on Northwest employees living in the Twin Cities not to worry about losing their jobs after the merger with Delta is completed. Judging by the number of strikes and employee complaints NW has experienced over the past few years, I’d say no one takes him too seriously. If you you headed a company that performed so poorly and you still made Steenland’s salary (before perks), you wouldn’t be worried about anything or anyone.

Perhaps top execs at US airlines could learn something from JAL CEO Haruka Nishimatsu. After major lay-offs three years ago, Nishimatsu cut all his perks and then slashed his salary. In 2007, he made $90,000. A tidy sum, but much less than many of JAL’s pilots make. He takes public transit to work and eats lunch next to the plebes in the cafeteria.

Perhaps you could chalk up Nishimatsu’s approach to cultural differences between the US and Japan. But his explanation of the rational behind cutting his own perks and salary makes perfect sense to me.

“We in Japan learned during the bubble economy that businesses who pursue money first fail. The business world has lost sight of this basic tenet of business ethics.”

Is this ethical approach working? JAL is faring reasonably well. Compared to US airlines, it is quite successful. So you can be ethical and successful? Amazing.

Your ticket was expensive and your plane crowded, but at least you took off on time

by Josh Lew on

Is there an upside to the fact that the airline industry is struggling? Perhaps you can feel smug knowing that the CEOs of legacy carriers will probably be taking home six-figure bonuses this year, instead of the usual seven or eight digit haul (“Ha, greedy bastards finally got what they deserve,” you might say to yourself).

But all you smiling, glass-half-full folks out there can take comfort in this: airlines have the highest on-time percentages they’ve had in a long, long time. According to USAToday, 86% of all flights were on time during the month of October. That is compared to 78% during the same month of 2007.

A plane is considered on time if it reaches its destination within 15 minutes of its scheduled arrival time. I assume they mean less than 15 minutes later than scheduled; although I’m sure there is the odd person out there who might be put off by arriving 15 minutes early.

So look on the bright side of air travel. You may have to spend more for your ticket and your plane is bound to be crowded and, perhaps, noisy. But at least you have a good chance of getting where you are going on time.

US Airways Wouldn’t Like Me When I’m Angry

by Mike Barish on

You can’t drive drunk. You can’t operate heavy machinery on NyQuil. And you can’t fly angry. At least according to US Airways. Consumerist picked up a story of a traveler who was hoping that US Airways would price match a ticket that he had purchased to the new, lower price. US Airways informed him that they couldn’t match the lower fare. When he expressed his true feelings about the airline’s inability to be polite corporate citizens, he was told that angry is the new al Qaeda.

Just check out this exchange from his conversation with customer service (CS):

CS: “Did you say you were going to be angry on the flight?”
James: “I totally did. If I know that the guy sitting next to me spent $150 less for his seats than me, you better believe I’m not going to be happy.”
CS: “Well, if you’re telling me you’re going to be angry I’m going to notify security.”

A representative from US Airways Executive Relations later reiterated that James had said that he was “going to be angry, and that’s one of the words we look out for.”

I’d love to know what other words get you added to the watch list. And is it just for security? If I say that I’m parched, do they warn the bartenders in the airport lounge? If I mention that I’m horny, are the flight attendants put on high alert (sorry Heather)?

So add vocabulary profiling to the list of airline security techniques. And the worst part? Now real terrorists know not to tell their customer service reps that they are angry. Beware of the happy man with a one-way ticket.

Who else got into trouble in the skies?