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

Daily deal – Kensington Contour Traveler rolling laptop bag for $29.99

by Scott Carmichael on

My daily deal for today is for the Kensington Contour rolling laptop bag. This laptop bag has a single extending handle and a contoured back pad for carrying the bag using the shoulder strap.

The bag is large enough for most 15.4″ laptop computers, is water resistant and has pockets for your mobile phone, mp3 player and most other loose items. The bag itself is fairly lightweight at just 6.4lbs.

The Contour Traveler bag usually retails for about $100, but J&R currently has it on sale for just $29.99 (plus an additional $10 for shipping).

I’ve had one of these Contour bags before, and it was quite impressive. I was especially happy with the design that moves the wheels to the outermost corner, increasing the space inside the bag.

Daily deal – Swiss Gear Montreaux backpack for $8.54

by Scott Carmichael on

My daily deal for today is for the Swiss Gear Montreaux technical daypack.

This high quality bag has 2 side pockets, one large main compartment and an iPod/mp3 player pocket with a headphone pass-through jack.

The bag is available in several colors, but to get the low price of $8.54, you’ll have to select pink, red, black or gray, if you select any of the other colors, the price will shoot up to just under $19. The normal retail price of the bag is over $30!

As always, you’ll need to order more than $25 from Amazon to be eligible for their free shipping, or you can use your Amazon Prime account if you have one.

There are no reviews of this bag, but to be honest, at eight and a half bucks, there is very little that can go wrong, so I’ve ordered one for myself (just not in pink).

Looking back at ’08 – 5 things no longer with us

by Scott Carmichael on

We lost quite a bit in 2008. Several old banks are gone, the value of your house is probably gone, and in the world of travel several things disappeared for good as well.

I’ve listed 5 things no longer with us as we head into the new year. Come back in a few days to read my list of 5 things we gained in 2008, and keep your fingers crossed that things pick up a bit in 2009!

Aloha Airlines

In 2008, almost 80 airlines went bankrupt. I’m sure most of you were not too upset when Swazi Express Airways stopped flying, but one of the more popular airlines we lost was Aloha Airlines.

Aloha had been flying between the islands and the mainland since 1946, but 2008 would become their final year. As usual, rising fuel costs were cited as one of the main reasons they could not survive.

Another, probably more important reason for their demise, was an intense price war that broke out between Aloha and GO!. GO! started offering inter island flights to local residents for as little as $15.

In an ironic twist of events, the very airline that contributed to the collapse of Aloha has managed to purchase their name and will be renaming themselves “Aloha” next year.

*

Skybus Airlines

Airlines come, and airlines go. But seldom does this happen as fast as with Skybus. Skybus started operating out of Columbus, Ohio in May of 2007, and by April of 2008 it was grounded. The airline had set itself up like many European carriers, with flights to smaller secondary airports, a flexible pricing system and even forced people to dispose of all food and beverages before boarding the plane.

Once on board, food, beverages, snacks and pillows were sold, and 10% of the revenue became salary for the flight attendants.

The concept obviously looked good on paper, but their timing was horrible, and passengers did not care for the total lack of service. Skybus never published a phone number, and all communications with the airline had to be made through email.

In the end, their business model clashed with rising fuel prices, and the airline went under, stranding 1000’s of people at various airports around the country.

*


Free baggage allowance

Of all the perks the airlines took away from us in recent years, this is the one that is bound to hurt the most. I survived the removal of pretzels, I managed to deal with a 4 hour flight without a pillow, but forcing people to pay for their checked luggage is just cruel.

Of course, the natural effect this is having on passengers and their bags, is that people are now carrying more than ever on board the plane. The airlines still have a tad of compassion left, as their elite travelers are currently exempt from these new money making measures.

*

Berlin Tempelhof Airport

I’m sure more airports closed in 2008, but none of them were as important to aviation history as Berlin Tempelhof. The airport closed on October 30th, and will make way for a single Berlin Airport which is scheduled to open in 2011.

Tempelhof played a very important role in German aviation history, and was the home of Lufthansa for many years. Of course, the war transformed the airport, and the massive terminal building at Tempelhof was one of many buildings Hitler commissioned for the city. After the war, Tempelhof played a pivotal role in supplying food and other supplies during the Berlin Airlift.

*


The 2008 Chinese Olympics

The buildup to the Chinese Olympics was filled with scandals, anticipation and a lot of worrying.

In the end, the games went pretty much like clockwork. It’s always a little sad when such a long wait for something is over in just 2 weeks. The Chinese put on one heck of a show, in some of the most impressive sporting venues the world has ever seen.

Like with most Olympic events, before the games start, there is always a ton of bad news, rumors about incomplete facilities and some corruption scandals, but he Chinese managed to prove everyone wrong, and gave the world a great show as well as a nice view into their culture.

Daily deal – 5 piece Springfield luggage set at Macy’s for $49.99

by Scott Carmichael on

We are now a little too close to Christmas to rely on online orders and shipping, so my daily deal for today is available online and instore.

This “Springfield” luggage set is available at Macys.com and most Macy’s retail stores. The set usually retails for $200, but is currently on sale for just $49.99.

Included in the 5 piece set are 3 rolling suitcases, a beauty case/tote and a travel accessories bag.

The set is available in red and blue. The rolling bags feature a full steel frame construction, and all bags are made of high density polyester.

As always with luggage like this, I would not recommend it for the frequent flier, but if you only take the occasional trip, it should work out just fine.

You’ll find the luggage set here, which is where you’ll also find the instore inventory locator.

(Via: Fatwallet.com)