Skybus Airlines
Skybus is too new to have a reputation, but the early signs are not promising. It won’t allow customers to contact it by phone. It also has “rules” about flying, such as “Hungry? Thirsty? Bring cash,” and “Don’t be late. We won’t wait,” that seem indifferent at best and at worst, customer-hostile.
British Airways
British Airways is the first foreign carrier to get its file, and for good reason. I’ve received an unusually large number of queries about lost luggage, delays in processing lost-luggage claims, and fees relating to overweight luggage. Most of the complaints involve frustrations with its automated system that processes consumer inquiries in North America.
TB on planes!
Let us all take a deep breath. No one is dead — yet. Word that Andrew Speaker, a 31-year-old personal injury lawyer from Atlanta, carried a dangerous and drug-resistant form of Tuberculosis (TB) on Air France Flight 385 from Atlanta to Paris on May 12 is infecting the mainstream media and scaring air travelers worldwide.
May 30, 2007
ELLIOTT’S E-MAIL
First aid for travel
May 30, 2007
Who else wants to have a good trip this summer? You do? Well keep reading. This transmission of Elliott’s E-Mail is bursting at the seams with helpful information on how to travel well this season. There are new TV show episodes, a new column, a Travel Troubleshooter feature with [...]
A confirmation, but no ticket
His reservation is confirmed online, but when Max Putra gets to the airport, he doesn’t have a seat. SkyEurope Airlines forces him to buy a new, more expensive ticket, claiming his credit card company rejected his card. Now it’s balking at his request for a refund. Or is it?
Discovering Discovery Cove
Turns out Orlando has at least one upscale theme park. It’s called Discovery Cove Orlando, and I had the opportunity to experience it for myself earlier this week.
Read the fine print very carefully
They say the devil is in the details, and nowhere is that more true than with airfare rules. I’ve been working with a reader to help resolve a ticket change request, and you’ll want to read her story before you buy your next airline ticket.
May 23, 2007
ELLIOTT’S E-MAIL
First aid for travel
May 23, 2007
Just the thing for a bad air day. How bad will air travel get this summer? Two surveys — one by the University of Michigan’s American Customer Satisfaction Index, which I blogged about last week, and the other by J.D. Power and Associates, which I write about this week [...]
Left behind
Oh, the things we fail to pack. Since travel season is just around the corner, I thought a reminder of our forgetful ways might be useful. But first, an admission: I overlook things all the time. Once, I even neglected to pack underwear. Yes, it’s true. You can read all about it here.
Insurance claim denied
Because he’s traveling during hurricane season, Al Cooper takes out an insurance policy for his Mexico vacation. It’s a good call. A few days later, Cooper is diagnosed with cancer and has to cancel his trip. But now his insurance company, Access America, refuses to honor his claim. What gives?
Worst airports? The envelope, please
The latest North America Airport Satisfaction study is out from J.D. Power and Associates, and the news is not good for air travelers. Bottom line: If you want a good vacation this summer, stay home. Customer service levels remained flat from last year, which wasn’t a very good year to begin with.
Delta Air Lines
Delta Air Lines used to have a less-than-stellar reputation for customer service. But thanks to a shift in management attitudes (and encouraged, perhaps, but its huge financial losses) Delta now seems much closer to “getting it.”
United Airlines
United Airlines has emerged from bankruptcy protection as a different airline. Smaller, more efficient - and when it comes to customer service, somewhat better.
Northwest Airlines
Northwest Airlines does things strictly by the book. Which has its pros and cons (but mostly, cons). The upside: if Northwest doesn’t follow its own rules, you will probably get what you are asking for.
American Airlines
American Airlines is a solid, middle-of-the-road airline when it comes to customer service. Which is to say, there is no abundance of horror stories coming from American.