Who was tops in Zagat airline survey?

The fliers are having their say, and Zagat is there to record it.

It’s time for Zagat’s annual Airline Survey, tracking travelers’ experiences with 16 U.S. airlines and 73 foreign airlines, and 30 U.S. airports. Each airline was rated on its comfort, service, food, and website.

These are the airlines to come in first this year:

Large Domestic (Premium class):
Continental Airlines
Large Domestic (Economy class): JetBlue Airways
Midsize Domestic (Both Premium and Economy):
Virgin America
International (Both Premium and Economy): Singapore Airlines

Any guesses on the top-ranked airport? Portland, Oregon. And the worst? LaGuardia, New York.

The full survey goes on to list everything from best luggage policy, to best in-flight entertainment, to quips from the ‘write in’ portions, such as “Treats occasional fliers like dirt, and treats frequent fliers like a better class of dirt.”

In total, the survey gathers the collective consensus of 5,895 frequent fliers and travel agents, who took 97,600 flights altogether in the past year.

Cockpit Chronicles: Come along and enjoy the view

“Descend to 1-3-0.”

“Descend to 1-2-0.”

I found myself listening to London Control while admiring one of the all-time greatest views I’ve ever seen.

“Slow to 220 knots. Fly heading 1-7-0.”

As we banked to the right, I looked over my right shoulder at the London eye, a blue ferris wheel that stands out among the amber lights struggling for relevance against the sunrise.

No one should be up this early. Most of London is still asleep, and even if they were awake, they wouldn’t be seeing the view we were witnessing. The lights of the city, the bridges crossing the Thames river and the sunrise that blankets the buildings with more light after every turn of our holding pattern makes me pause for a moment to realize just why this job is the most visually rewarding of any occupation.

As we turned to the right one more time, I began to ponder whether an astronaut would actually prefer the variety of these spectacular sights that a mere ‘low-level’ pilot can see.

A 777 ahead of us was still dark enough to cover the city lights. Even Mike, the captain with close to 40 years in the air, was taken by the scene. “That’s just incredible” he said as the airliner banked to the right and peeled away from us a thousand feet below.

I had to resist the temptation to pull out my camera. I had taken some photos earlier, at 12,000 feet, above the 10,000 foot floor where we can’t allow a camera to distract us during the more critical ‘sterile period’ of our arrival into Heathrow.

So often I wish I could save the five most interesting things my eye sees on a flight. I have to try to capture whatever I can and post them here or on Flickr.

It was a couple of well timed views like this that inspired me to post a picture from every flight with a small caption on a blog years ago. Then I’d write more. And then more. Finally leading to the Cockpit Chronicles.

It’d be so much easier if I could just bring you along in the cockpit jumpseat.

That morning I filmed a few clips while above 10,000 feet that are almost like being there. Here’s what spinning around Guildford, England looked like.

Coming home from London, three and a half hours into the flight, we came upon a view I hadn’t seen yet in the eight years I’ve been flying across the Atlantic.

Our route of flight was far more northerly–nearly 200 miles north of any track I’d been on, in fact. We would be crossing directly over the southern tip of Greenland. This time I’d be ready. Should the clouds allow, I was sure to get some pictures or a video clip of the landscape below. In the past, I’ve seen Greenland from 59 and 60 degrees north latitude, which put the ice covered island just off in the distance. Unfortunately, clouds usually cover most of the island.

This time we were at 62 degrees north, passing over jagged mountain tops that weren’t obscured by clouds, but surrounded by silky glaciers that resembled low level cirrus clouds. In fact, it was hard to tell if the snow below was actually cloud cover.

The captain made a PA and I called back to our flight attendants. They needed to see this. A view of Greenland they’d likely never forget.

Of course, you’re welcome to take a look as well:

A piloting career may not be what it used to be. Speeds have changed. The technology has changed. Security procedures and threats have changed. But one thing that has always remained remarkable in this job, even in my grandpa’s era, has been the view.

Those lower altitudes may be filled with more detail, but the higher flight levels can give a wonderful sense of perspective. And sometimes a little perspective is just what we need. I certainly got my fill on this trip.

Cockpit Chronicles takes you along on some of Kent’s trips as an international co-pilot on the Boeing 757 and 767 based in Boston. Follow him on Twitter @veryjr

Drive a rental car to Florida for $1

I agree with Mike Barish’s recent post. Road trips do rock. I love grabbing some friends, jumping in the car, and blasting great music as we cruise down the highway or along back roads. If you love a good road trip…..and you happen to live in Texas or on the east coast……and you want to drive one-way to Florida…..and you just happen to plan on going before November 15, well then Thrifty Car Rental has a deal for you.

The car rental company is offering the rock-bottom-rate of $1 per day for renters willing to pick up the car at Houston Hobby, Houston International, Corpus Christi, Boston, Burlington, or Providence airports and drive it to one of nine airports in Florida before November 15.

Odds are that not many people will be able to take advantage of this offer, except perhaps some of the snowbirds, like my grandmother, who head south every winter. But if the circumstances are right for you, it is an awesome deal.

There are some additional restrictions though (yes even more than those above!). Availability is limited and you must make the transfer within seven days. Drive fast, grandma!
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Travel professionals: stop going the extra mile

It sounds counterintuitive, right? Normally, customers expect that extra effort, and we complain constantly that we don’t get it enough. What we sometimes don’t understand, though, is that the extra effort is at the root of many of the customer service problems we encounter. Going the extra mile at the wrong time can be a disaster.

I remember a case presented at a conference I attended back in 1999 (yeah, it made an impression), when I was a consultant in the hotel industry. Some customer service guru was teaching us how to better serve our clients – which was pretty important, since our clients, the hotels, were in the service business. She discussed with us a bank teller who spent extra time with a customer – going that extra mile” – even though there was a long line waiting. The guru couldn’t summon enough praise for this teller. Even though everybody else was waiting, this teller put forth more than was necessary to make a customer happy.

Almost as soon as the story was over, people in different parts of the audience barked almost in unison, “What about everyone else?” The service aficionado spent several minutes ducking and dodging as a growing number of attendees hurled the lines of “I’d be pissed,” “That’s not good service!” and “Do you really believe that stuff?” She eventually recovered and finished her session, but the discussion at the bar that night was all about whether to please the one at the expense of the many.

Just about everyone has seen this problem from the three perspectives involved. I know I’ve had to serve the idiot, wait in line behind the idiot … and, of course, been the idiot. The last time I was the cause, I inadvertently looked over my shoulder and noticed the line behind me. Immediately, it dawned on me. The person helping me – because of my stupidity – was screwing everybody else.

That’s what prompted me to dig into this issue. I realized that, on occasion, going the extra mile for one customer can alienate many others.

If you’re on the service side of the desk, instead of rushing to help, consider the following criteria before committing plenty of time:

1. Is the problem legitimate?
If the customer/passenger has been wronged somehow, do everything it takes to fix the problem. If this isn’t the case, go to #2.

2. Can the situation reasonably be resolved?
A problem with no solution isn’t worth everyone else’s time. At some point, the madness has to stop.

3. What was the customer’s role in all this?
Is this a situation of the customer’s own creation (e.g., late for a flight)? If so, take this into account. Personal responsibility should be considered.

Speaking of personal responsibility, we have some obligations as customers, too.

1. Admit when you screw up
Don’t try to shift the blame and extract the best outcome reasonably possible. Confess, make it as easy and fast as possible to remedy the problem (that you created) and accept whatever alternative can be supplied.

2. Know when it’s time to quit
Don’t push for the answer you want when it’s clear you won’t get it. When defeat is obvious, move on.

3. Use other resources
Complaining at the airport, for example, is a waste of time after a while. Instead, call customer service, write a letter to the CEO (they are read) or turn to social media. Facebook, Twitter and blogs can be great ways to spread the word. Many companies monitor these environments, and the good ones will respond quickly (props to OGIO and Babies “R” Us).

We all love the thought of doing everything possible to help a customer, but sometimes, it just doesn’t make sense. “Reasonable” can do a lot to keep the lines moving and make everyone much, much happier. The best customer service, from time to time, is as little as possible.

[Photo by Larry Myers via Flickr]

Husband and wife team steals 1,000 bags

If you were to steal 1,000 pieces of luggage, where would you keep it all? Wherever they shoved the bags, Keith Wilson King and Stacy Lynne Legg-King saw the police pull them out of their house one-by-one and stack them in the yard. The duo had been pinching luggage from the baggage carousels at the Phoenix airport, amassing an impressive collection of stolen goods … so big the police couldn’t provide an exact number.

Phoenix Detective James Holiday called what the Kings did “a livelihood,” rather than the pieces of luggage picked up a bit at a time or only as a one-shot deal.

Keith King was originally arrested three weeks ago for misdemeanor theft. The police kept an eye on him, though. When he went back to the airport again, the police followed him home (on Monday). The next day, they searched the King home and found many, many more. Both King and his wife were arrested, with the latter also picked up on charges of tampering with evidence.

The moral of the story? Be careful what you check!

[Photo by sun dazed via Flickr]