March a good month for on-time arrivals

by Tom Johansmeyer on

We all love to hate the airlines, and on-time arrivals are among our largest gripes. There’s nothing worse (well, within reason) than seeing the toe-tapping that comes with the disgruntled looks of people waiting to pick you up … it’s not like they had to spend endless hours on the runway or circling LaGuardia. Well, in March, they weren’t as bad.

The 19 largest airlines in the country reported an improved rate of on-time flights compared to March 2008, according to some data from the Feds. Well, the bar wasn’t set very high. On-time results for March 2008 were 71.6 percent, according to the Department of Transportation‘s Bureau of Transportation Statistics and reached 78.4 percent this year. Before you get too excited, it’s down from 82.6 percent in February.

So, what does all this mean? Airlines were late almost a quarter of the time, and that includes the padding applied to routes. Aviation analyst Michael Boyd says that a flight from Binghamton, NY to New York City is scheduled for an hour and 15 minutes – not the 45 minutes it takes.

Aviation system delays were responsible for 7.3 percent of delays, with late arrivals from other planes kicking in another 6.5 percent. Factors within airlines’ control were responsible for almost 5 percent delays.

Extreme weather? A mere 0.62 percent.

How to complain about your airline or hotel service – and get results

by Scott Carmichael on

Lets face it – poor service has become a fact of life. It doesn’t matter whether you are at the airport, in the air, or at your hotel. Sooner or later you are going to run into something that is handled poorly, and you’ll end up suffering.

In my years of traveling I’ve ran into all kinds of horrible service – from 2 off-duty pilots fighting in the first class cabin, to a hotel room with water dripping down from the ceiling onto the bed.

Some complaints are minor, some are major, and some are just not warranted, but no matter how serious your complaint is, there are 2 ways to deal with the issue – the right way, and the wrong way.

In this article, I’m going to gather some of the best tips on how to get results when you complain, and what to do when you don’t get the results you desire.
Know when to complain (and when not)

Some complaints are best kept till you get home, others are best dealt with immediately. If you are in your hotel room, and something is wrong, don’t wait to complain. Call the front desk right away, and make sure someone with hotel management knows about the problem. If your coffee maker does not work, and you send a letter 2 weeks later, there is little the hotel can do about the problem, and they’ll let you know that they would have been perfectly willing to help you out when you actually wanted that cup of coffee.

Another situation when you need to immediately escalate things, is when you are not getting what you paid for at the airport. If you reserve a first class ticket, but you end up in coach due to overbooking, make sure someone is made aware of the situation, and demand that your record locator is updated with the downgrade. Knowing your rights at the airport is the best way to prevent the airline screwing with you, and unfortunately they will if they get the chance.

If your complaint involves something during a flight, quietly ask a flight attendant for their help – many problems can be resolved with some help from them, and if the issue can’t be resolved, they’ll usually be able to provide a way of reporting the incident to the airline. Don’t just ignore the problem and complain about it weeks later – the airline usually prefers to have a written report from their own staff.

The “when not to complain” part refers to the fine line that exists between sending in a complaint, and becoming a chronic whiner. Remember, you would not be the first person told to never come back when you complain too often!

The complaint letter

One does not have to be an Oxford Scholar to produce an effective complaint letter, all it takes is adhering to some simple steps. First of all; never ever write your complaint letter when you are still fuming mad. Trust me, the best complaint letters are produced when you have calmed down and can think clearly.

When you start writing your letter, imagine you are the recipient. Would you really want to read 100 letters a day with people describing how long they have been flying your airline, and any number of other personal details?

Leave the personal details out of the letter, the airline does not care how loyal you have been to them in recent years.

An effective complaint letter is all about the details – the quicker the recipient understands the issue and what resolution you are expecting, the better.

Include only the details required for things actually related to the complaint. Details like payment method, dates, people you dealt with and room or flight numbers are important. The color of the bus that drove you to the hotel is not relevant, so leave that out.

Put yourself back in the shoes of the recipient – don’t take a rude tone, don’t call them names, don’t call their airline or hotel “useless” and don’t make nasty comments about their colleagues. In fact, in every complaint letter, it’s nice to point out one or two things or people that exceeded your expectations. The most effective complaint letters get straight to the point, stay calm and polite, and make the reader understand your issues.

Your demands

When you send a complaint letter, you are not writing it just to vent, you are letting the company know that they messed up, and that you’d like them to make it right.

Do not be scared to make a demand, but keep it fair. If you spent $100 on a hotel room, and the maid woke you at 5am, don’t ask for $200. Airlines and hotels always prefer to compensate you with miles or discount coupons, simply because those have the least value to them, and they’ll ensure you come back.

I’ve learned that asking an airline for 25,000 miles for a spoiled flight is often quite acceptable, and on international flights I’ve regularly asked for 50,000 miles for things like an inoperable entertainment system or if the airline runs out of food. The worst that can happen is that the airline says no.

Remember, miles = free trips. If the airline compensates you with 25,000, you’ve got yourself a free round trip ticket within the US, which is often worth about $400.

One big “do not do” when it comes to demands, is threatening legal action – if the customer support agent reads a letter that contains legal threats, they’ll usually pass it on to the legal department of the airline. Those people don’t determine whether or not to help you based on customer service, they base it upon the law. If they are in the clear, they’ll tell you to get lost.

If your complaint yields an offer from the airline, don’t be scared to decline it – a $50 coupon for a 3 day delay is not reasonable. Make sure your reply thanks them for the time they took to reply to you, but ensure they understand that you expect a reasonable compensation, not a token gift to make you go away.

They ignored me – what now?

If you have a legitimate complaint, and you find yourself unable to find anyone that cares, then it’s time to take it to the next level. At this point you have several options, which all depend on the severity of how poorly your were treated and what steps you already took.

At the hotel

If the front desk is unwilling to help, ask for someone in management. If your issue is serious enough, do not accept excuses. Of course, it is quite possible that a manager is not immediately available, in that case provide your personal details, and request that you be contacted within a reasonable time frame. Always make notes of who you are talking to, and what promises are made.

If the hotel manager is unwilling to help, make sure you keep your notes, and contact someone with the hotel chain itself. This could be a district manager, or even someone in upper management.

At the airport

If your issue is at the airport, your best bet is to stay calm and ask to speak to a station manager. Given the size of the airport, it is perfectly possible that they won’t be anywhere near you, so ask to talk to them on the phone. One important tip at the airport is to always stay calm. Never yell, never make threats and never ever lose your temper with a gate or ticketing agent. If the issue can’t be resolved at the airport, leave it until you get home and contact the airline directly but make it clear that you did everything you could to resolve it at the air
port.

At the security checkpoint

If your airport problem involves the TSA, then things get a little more complicated – each TSA checkpoint will have TSO’s (transportation security officers), Master TSO’s and a transportation security manager. If something went wrong, step aside, and politely request to speak to the manager. Remember, most TSA agents are there to help you, but if you become rude and obnoxious, you probably won’t make your flight.

If the TSA manager is unable or unwilling to resolve your problem, ask for a complaint form, and have him write down his name. Also make sure you write down the exact time and date of the incident, in the event someone needs to pull some video material.

When all else fails…

When all else fails with airline related complaints, you have either run into incompetence, or your problem is simply not deemed important enough. Either way, if you feel you are not receiving the attention you deserve, then it may be time to contact the Department of Transportation Aviation Consumer Protection Division. The ACPD can be contacted by mail, or through an online complaint form. Airlines dislike these complaints, because each complaint shows up in the yearly statistics of the DOT.

Serious hotel problems are not protected by the Department of Transportation, so the best bet for getting results here will require some real creativity. The Consumerist.com created the term “Executive Email Carpet Bomb” or “EECB”. This involves digging up as many corporate contacts you can, and emailing every single one of them.

With a little help from Google, and some elbow grease, you’ll eventually you’ll run into someone who wants your problem to go away. Of course, the whole thing is rather time consuming, but the results are often worth it.

Don’t forget to harness the power of the Internet – some of the best complaint resolutions have come after someone sent their complaint to a consumer site. One of the most famous Internet complaints is from 2001 and is called “You have a very bad hotel“, millions of people read that presentation and it caused some major changes within the hotel that mistreated them.

If all else fails, and your other attempts fail too, then your only option is to share your experiences with the world. Post your problems with the property or airline on one of the many review sites, and warn others of what happened to you.

Just remember, sometimes all the effort just isn’t worth it, and the best complaint is the one you make with your wallet.

10 tips for smarter flying


5 steps to smarter packing

Collapsed 35W Bridge Rebuilt in Minneapolis, Other Projects Lagging

by Josh Lew on

Last August, the collapse of the 35W bridge over the Mississippi River in Minneapolis captured national attention. Though the loss of life was significantly less than it could have been, the idea that a collapse could and did happen had people cringing and gritting their teeth whenever their crossed any bridge.

A new bridge was being planned within hours of the demise of the old one. Local politicians pushed for and received federal funding to aid in both the clean-up and construction of a new span. The new structure was slated to open at the end of this year, but finished ahead a schedule. I drove across it for the first time this morning. It…well…looked like a bridge, but I guess that was what they were going for. Nothing spectacular, but seemingly sturdy.

Here’s the problem I have with the new 35W Bridge. It was completed quickly because politicians and the Department of Transportation’s had their necks on the line. Meanwhile, the Wakota Bridge, connecting the Twin Cities to the eastern suburbs and Wisconsin has been floundering in a state of half-completeness for as long as I can remember. On separate occasions, engineering mistakes and a budget crunch have halted work for months at a time. Sure, the new 35W bridge is awesome, but out of the spotlight, the Minnesota Department of Transportation is lacking. Readers: Is your state’s DoT as inept, or is it just me?

Dept. of Transportation: Airlines should auction off flight slots

by Jeffrey White on

Auctions are coming to the New York area — but probably not the kind you’d want to attend.

The Dept. of Transportation has announced that it plans to hold a series of “slot auctions” at Newark Liberty International Airport and John F. Kennedy International Airport. What are slot auctions? Slots amount to the number of planes that can either take off or land at an airport. An airport sells its slots to airlines, which then own a particular time, which they subsequently incorporate into their flight schedule. A Continental flight departing Newark at 4:40 p.m. is one such slot owned by Continental.

What the DOT wants to do is to give airlines a certain amount of slots at JFK or Newark — 20 a day, according to the current proposal. The DOT then wants to force airlines to auction off a certain amount of their slots above that threshold. At Kennedy, the DOT is proposing that airlines make 10 percent of their slots above the benchmark available to auction, with the money going to improve congestion or to auction off 20 percent of their additional slots and keep the money for themselves. A similar proposal is afoot for Newark. In either case airlines can bid on their own slots.

What does all this mean? Admittedly, it’s confusing. The Associated Press reported yesterday on the plan and other measures that DOT is proposing, all of which the Air Transport Association is fighting.

However, it comes down to this: The government is trying to make changes that will ultimately relieve congestion at the two airports that are pretty much the worst for on time arrivals and departures, while sponsoring a little more competition in these busy markets. Seems like passengers could stand to benefit from that.