Having to fly for work nowadays means not having any control over what airline I fly. Since some its merger with Northwest, Delta has implemented a lot of anti-flyer policies and fees and for that reason whenever possible I choose not to fly them. However, on my current work trip to Cruise3Sixty in Vancouver, my flight was booked for me on Delta.
The actual flying experience was a mix of good, not so bad, stupid and bad.
I'll start with the good:
* There was very little turbulence -- good job pilots! * The desk staff and flight attendants were nice --- the ones in Minneapolis and from Minneapolis to Vancouver were super nice (guess that's the Northwest contingent). * They gave free cookies, peanuts or pretzels -- hey, at least it's something. * Although the flight was full, I found the seats to be roomy enough for me (I'm only 5'2") and there was plenty of room under the seat in front of me to put my big overnight bad without having to stuff it. * On my first flight no one sat in the middle seat making it even more comfortable -- although good, I can't really give Delta credit for that though.
The Not So Good:
* If you're going to charge people to buy food on board at least offer something worth eating -- it's ridiculous to sell overpriced junk food when people are flying over dinner time! Offer a sandwich for cryin' out loud!
The Stupid:
* Maybe someone can explain the rationale of making people who are on a flight to Vancouver, with a stop in Minneapolis, switch planes and seats even though its the same flight, with the same flight number. I don't get that!
The Bad:
* No entertainment of any kind. Each flight was more than 3 hours but they didn't even have the overhead TVs. Boring!
* Charged to check my suitcase. I know all the airlines do it, but it still doesn't make it right.
Sounds crazy, right! But it's real. Japanese carrier All Nippon Airway is introducing women-only bathrooms on most of its planes, for all international flights. According to the air line, the new loos are in response to passenger requests -- from female passengers.
One women's only bathroom will be designated at the back of the plane. It will display a pink version of the universal symbol for women's bathrooms -- you know what I mean, the stick like figure in a skirt. If this bathroom is in use, women are free to use any other toilet that is open.
However, men may only use the women's only bathroom:
1.) When required for safety reasons -- I've been trying to think of a saftey reason that would require a man to use a bathroom, but haven't been able to come up with one yet...
2.) When a male passenger is not feeling well -- well, doesn't that defeat part of the purpose! Part of the reason to use a women's only bathroom is that when a man is having "stomach" issues, it usually (I said usually) smells worse than when women have the same problem.
3.) When there are very few female passengers and the women-only designation has been lifted for the flight -- can you imagine the overhead announcement. "Welcome Ladies and Gentlemen. As there are actually very few of you ladies onboard today, we'll be lifting our women's only bathroom rule. Gentlemen, please feel free to use the lavatory with the pink women on it."
So what do you think?
Personally, I think it sounds great! I can't tell you how many times I've gone to the bathroom, realized I forgot to put my shoes back on before I left my seat and ended up with sticky socks! I try very hard not to think about what's making my socks sticky!!
And like I said before, we all know guys' crap smells worse than women's, right??
A flight comparison Web site in the UK, Skyscanner, polled its visitors about what they thought of the idea. Interestingly, the concept divided the opinion of respondents almost in half.
The poll asked whether travelers agreed with All Nippon Airway's move? 46% of voters agreed with it, and said all airlines should do the same. 51% isapproved of the idea.
Hmm, you think that division is a divsion by sex. Most women perhaps agreeing and most men disagreeing?
In its press release announcing the results of this study, Skycanner said "With fewer toilets to choose from when flying, men may have to queue for longer on flights that offer women-ony WCs."
As I posted last week, I recently was away on vacation in Antigua. We made the plans back in June and bought our tickets, using frequent flier miles, on Delta at that time. We had booked non-stop fights between New York's JFK airport and Antigua, and were scheduled to leave on Wednesday, Nov. 25 (the day before Thanksgiving).
The Sunday before hand, on a whim, I decided to check our itinerary to make sure our seats were assigned and see if the times had changed at all. I log in and at the top in red letters it says that one or more pieces of our itinerary have been changed. As I look down to see what the new times are I notice something pretty amazing -- the only flight listed is my flight coming back from Antigua to New York. There is NO flight to Antigua.
Well, suffice it to say, I flew into a tizzy. How could they not alert me to the fact that they'd canceled our flight down to Antigua!! I immediately get on the phone to call Delta. Three hours later I'm still listening to elevator music and the message telling me they're experiencing higher than normal call volume. Let me say that again -- THREE HOURS LATER.
During that time, I do some online searches to see what my options might be. Delta has NO flights to Antigua on the day we're supposed to leave or the day before or the day after. Nor, do they have flights to other Caribbean islands (just in case we could maybe switch our resort). American Airlines has a couple of flights with seats left. United has one flight. There are no other available flights within that three-day period.
Then, I screw up. I have my phone on speaker phone so that I don't have to keep it to my ear for three hours. When I suddenly think I hear a real voice get on the line, I mistakenly hit the button to turn the phone off instead of just turning speaker phone off. I'm ready to start crying at this point. I'm ready to spend a couple thousand dollars to get us tickets to Antigua. But everyone is telling me Delta will put us on another flight so I should wait. Of course, I still have to get through to Delta!
The second time I call Delta I skip the 800 number and call the actual area code number. Within five minutes I'm talking to an actual person. She tells me that the earliest she can get me on a Delta flight is the 27th. I tell her, okay, put me on another carrier. At first she wants to put me on an American flight that leaves from JFK, flies to Puerto Rico where we'd have to wait 6 or 7 hours(!!!) before flying to Antigua and arriving late at night. Screw that! I tell her I want to be put on the American flight that leaves from Newark, flies to Miami, where it leaves less than 2 hours later and gets us to Antigua only 2 hours later than we were originally scheduled to arrive.
She looks it up, says she can do it and books it for us.
Ok, that's taken care of. I await my e-mail confirmation from Delta. When I get it I look at it to make sure everything is in order. Wait - the date of departure says Nov. 24, the day before we were supposed to depart.
I call Delta back (again using the area code number and not the 800 number). I get a different sales rep. I tell her what happened. She looks up the American flights and says, American doesn't have any seats on the flights departing on the 25th. Well, why didn't the other sales rep tell me this? The lady I'm talking to tells me she can put me on the Puerto Rico flight if I want. No, I don't want. I'd rather fly down a day early. Thankfully, I'm able to get the resort (St. James's Club & Villas) to let us come down a day early for a minimal fee.
In the end I suppose we should say thank you to Delta since we got to go down to Antigua a day early, and even avoided the day before Thanksgiving airline rush. But we were lucky we had the flexibility to do that. A lot of people wouldn't have. And it doesn't change the fact that Delta never even bothered to tell us the flight had been canceled.
When I got back from my vacation I sent them an e-mail with my complaint and was told their records showed they had tried to call and e-mail me way back on Oct. 8.
Unless their idea of trying to call is ringing once then hanging up, or getting voice mail and not leaving a message, there is no way they tried to call. I'd have noticed a message saying my flight had been canceled. And as for e-mail, I got the original itinerary via e-mail, I got the new itinerary via e-mail, I get all their advertisement e-mails and frequent flier monthly reports but I never got an e-mail telling me my flight had been canceled.
They can tell me their records tell them they contacted me until dooms day, they are lying. They made no effort to contact me -- and I'm an Elite flyer with Delta.
And to top it all off, when we got back one of our suitcases was soaked in fish juice! Don't even ask me how that happened. Luckily enough everything inside was okay, but the suitcase had to be thrown out. I included this incident in my e-mailed complaint. They didn't even mention it in their response.
I told them loud and clearly that they had lost me as a loyal customer. Given any choice at all, I will avoid Delta. I used to like them, now they definitely top my Worst Airlines list.
Delta doesn't care about its customers. They continue to make this very clear. Because of their size they know people usually won't have a choice and will have to fly them, so they put no effort into customer service, no effort into customer care.
Let me say here quickly, I do not mean the flight attendents who, as with any airline, can be either really good or not so good. I mean Delta Air Lines, the company, considers its customers to be worthless, as worthless as the bags they casually toss into the cargo hold of its planes.
If you have a choice, send Delta a message -- I am the reason you exist and if you won't treat me with the respect and service that I deserve, then I will take my business elsewhere.
I think by now you all know how I feel about the airlines and their fees! So you won’t be surprised that a recent report once again had me seeing red. According to the report, released by IdeaWorks, a Wisconsin-based market research firm, airline fees have risen by 345% since 2006! And more fees are expected before the end of the year. In 2008, airline fees brought the airlines $10.25 billion – that’s a lot of changed itineraries and checked bags.
Of course, the airlines want us to know that the industry is expected to lose $9 billion this year due to the recession and fuel costs, but according to the International Air Transport Association (IATA) the US airline industry will actually make a small profit. A result of all the fees, of course.
The US airlines have become so fee crazy, that for the first time a US carrier, Allegiant Air (a Las-Vegas based airline), out-charged Ryanair (the low-cost European airline famous for charging all kinds of crazy fees) bringing in 22.7% of its revenues from extra fees. In just the first half of 2009, Allegiant has brought in $85.9 million in fees, over a total of $56.3 million in all of 2008.
But the report also showed the growing importance of these fees to the larger airlines as well. American Airlines now brings in 9.3% of its revenue from fees; United brings in 7.9% and Delta brings in 6.6% from fees. JetBlue brings in 10% of its total revenue from the extra fees.
So while the airlines make money, flying continues to be a miserable experience for passengers. And passengers never know what the next fee will be and when it will suddenly pop up. It seems that every week an airline is imposing a new fee. The report concluded that eventually all carriers will at the very least charge bag fees for all coach passengers. I’d be willing to go a lot further and say that eventually, coach passengers (both domestic and international) will be charged for everything except the air they breathe and the right to use the bathroom.
In his Sept. 7th New York Times column On the Road, Joe Sharkey discusses the airlines' newest method of saying "screw you" to their customers.
Numerous fees for every thing under the sun are no longer enough. Now in an effort to get people off the planes as quickly as possible and then clean the planes even faster, so they can be turned around for another flight, some airlines are prohibiting people from putting anything in the seat pocket in front of them!
In other words, you may not put your paperback book in the seat in front of you. You may not put your pack of tissues, your reading glasses, the magazine you bought at the airport, nothing, nada, zip, zero. Whatever you have with you either goes in your bag under your seat or in the overhead compartment. Screw you if you need them and can't reach them because the seats are too packed together so you can't reach under your seat or there's a bit of turbulence so you may not stand up to get to the overhead bin.
The airline Sharkey experienced this wonderful new rule on was SkyWest, one of the many regional airlines that operates as a subcontractor for some of the large, legacy airlines including United, Delta and Midwest. What's more, the flight attendent who enforced the rule with frigthening efficiency claimed the rule was a safety precaution. Since clearly my pack of tissues and People magazine pose no danger (I can't think of a single circumstance where they might), the "safety" rule is a ruse for some other reason. I can't help but wonder if this flight attendent actually believed she was ensuring the safety of her passengers by enforcing this inane new rule.
Sharkey goes on in his column to say that so far this rule has only been encountered by his readers on regional airlines. He adds that after speaking with the other airlines, they all said that by banning personal belongings in the seat pockets the airline can speed up the cleaning process.
But while this rule so far seems confined to the regional airlines, Sharkey brings up a valid point. Many people who fly regional flights actually booked their tickets with a major carrier, which then subcontracted a route it did not feel warranted one of its own planes to a regional carrier that specializes in the area. These fliers booked a ticket with the major carrier, they paid the major carrier, they expect the rules and regulations that are listed on that major carrier's Web site to prevail. But they don't, nor does the major carrier stick up for its passengers and demand that the regional airlines treat their passengers the way the larger airline would.
I find this hard to believe and once again I'm amazed at how the usual rules don't apply to airlines. If I go to a deli in New York City and order a bagel and that bagel has a piece of glass in it when I bite into it, the deli is responsible for my injury -- even if the deli didn't bake the bagel itself but instead bought the bagel from a bakery. So even though technically they subcontracted the production of their bagels to another company, because I bought the bagel from the deli, they are responsible. How come it's not the same with the airlines?
Is it because airlines offer a service, not a product. Is the company that does the subcontracting not responsible for service provided by the subcontractor it hires?
If I pay Airline A, if they are getting my money, then shouldn't I be subject to their rules? Shouldn't I get all the amenities they offer? Why is it o.k. for them to put a disclaimer in saying, we're not responsible for anything our subcontractors do?
As usual, the airlines leave me with a bitter taste in my mouth, praying for the day when the consumer is finally in a position to say "screw you" back to the airlines.
Several months ago Delta became the first airline to charge for a second checked bag on some (i.e. most) international flights -- a whopping $50. At the time, I e-mailed them to let them know how disgusted I was with their policy and that they were losing my business. I was at the time a Silver member of their frequent flier program. I made the decision to switch my loyalty to another carrier, even though I know there may be times I have no choice but to fly Delta. But whenever I have a choice, I will avoid Delta when I can.
Then last week American Airlines announced that it too will begin charging $50 for a second checked bag on select international flights. I've already sworn off flying American Airlines, as I consider it one of the worst airlines out there. I believe they are the least reliable and have the worst customer service. Any time I am forced to fly American Airlines I cringe and so far, with almost no exceptions, every AA flight has been a disaster. The last time I flew them, my flights into and out of Newark were canceled. Unfortunately, I do still have more than 100,000 frequent flier miles from AA though and do maintain my balance by using an AA credit card, but once I've had the opportunity to use those miles (I'm hoping to use them to go to Africa some day), I plan to continue avoiding American Airlines as well.
Yesterday, US Airways announced that it is both upping the amount it charges for first and second checked bags on domestic flights but will also charge $50 for a second checked bag on international flights.
Also yesterday, Continental Airlines broke my heart when it jumped on the bandwagon of charging $50 for the second checked bag on ALL flights to Europe. I had hoped they would hold out a little longer but alas they are as greedy as the other airlines. It's sad for me because Continental is the airline that I have chosen to give my loyalty to whenever possible. I made that decision because they are the only airline that still offers food onboard for free. But it is getting harder and harder to justify my loyalty to them, especially as they have made the decision to join the Star Alliance, which is headlined by United Airlines (my second least favorite airline after AA).
The thing that kills me is that I truly believe that once this new fee takes hold, which it will as Delta had no trouble with it, airlines are going to start charging for the first checked bag on international flights, as well. And the thing is, they'll all do it, so I can't even give my loyalty to the most flier-friendly airline, because, with just a few exceptions like Southwest (which doesn't fly from my home airport) and JetBlue (with a limited number of flight destinations), there is no such thing as a flier-friendly airline!
So choosing an airline truly has become an act of choosing the lesser of all evils. And there's nothing we can do about it. I can not wait for the day when a real alternative to flying is discovered or invented. Airlines will see just how fast their passengers abandon them then.
Which is your favorite airline, or least favorite airline, and why? What do you think of the baggage fees?
JetBlue announced yesterday that it is offering a special $599 pass for unlimited domestic flights between Sept. 8 and Oct. 8.
Pass holders will be able to choose from 56 cities to fly to/from. The pass must be purchased by August 21 and flights must be purchased at least three days before date of departure.
So if you've got some extra time on your hands, live near a airport from which JetBlue departs and have some disposable income for the pass and any hotel stays you might need, this is the deal for you.
Keep in mind, JetBlue flights for that time period can vary from fairly inexpensive to moderate, so you might need to travel two to four times roundtrip for the cost to really pay off!
But considering that JetBlue flies to Las Vegas, Ft. Lauderdale, Los Angeles, Fort Myers, Martha's Vineyard and other great weekend getaway spots, this pass could make the month of September a month to remember!
It's been awhile since the latest over-the-top airline customer service screw-up, so to make up for lost time ExpressJet went all out and forcibly kept 47 passengers on a small commuter plane for more than nine hours.
Way to go ExpressJet and for taking Continental down with you -- Continental actually markets and books the flight operated by ExpressJet, its regional partner.
According to the ExpressJet staff at the time of the entrapment, airline regulations prevented them from allowing passengers off the plane when it was diverted from Rochester, MN to Twin Cities, MN. ExpressJet said passengers were not allowed off because screening staff had already gone home for the night and without being screened passengers are not allowed in the airport. Crew, however, were allowed off because they exceeded the amount of time they were permitted to work. Wait, doesn't than mean the airplane crew weren't screened?
I love the thinking behind this "no exceptions" action. The plane was diverted because of bad weather, no one on the plane knew ahead of time the flight would be diverted to Rochester, so any terrorist with a plan to damage the Rochester airport would have to have been psychic! Plus, weren't they screened before getting on the plane. Was whoever who was in charge afraid somebody had picked up a smuggled gun onboard the airplane?
But here's where the blame game begins. ExpressJet blamed the airport saying it couldn't get permission to let passengers get off and go into the airport. The airport says that's not true and passengers would have been allowed in.
To add to the fun, when complaints and questions first started coming in to Continental, the larger airline wouldn't comment and directed people to ExpressJet. Continental has since done an about face and officially apologized saying the service was unacceptable, offered compensation to passengers and says its working closely with ExpressJet to figure out what went wrong.
And wrong it was as according to Continental policy -- adopted last year in response to several well publicized tarmac delay disasters -- no passenger may be kept onboard a plane for more than three hours without being offered the opportunity to deplane.
The US Transportation Department is of course demanding answers, though I don't know why. Legally, airlines can do whatever they want with their passengers. In spite of the fact that an airline bill of rights bill has been introduced to Congress several times, and even been debated, Congress never actually acts on it. Even in the face of blatant disregard for passengers' well-being. I guess airlines really do line the pockets of most politicians.
And the worst part of all of it is, we passengers have no choice but to accept shoddy treatment. Until an alternative form of transportation, that can offer the same travel time as airplanes, is invented we're all stuck. Airlines can treat us like crap (and they do, and then wonder what happened to brand loyalty!), charge us whatever they want for every little "service" they provide, and all we can do is... nothing.
