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Is the time right for a travelers alliance?

October 31, 2007

I used to get the letter once a month, maybe twice. The one telling me how airline passengers, hotel guests and car renters really felt. The one that told me what needed to be done about it. What I needed to do about it. But then I started getting the letter a couple of times a week. And people started calling.

The latest note arrived just yesterday:

Why not form a real air travelers association?

Since you have a Web site dedicated to it, why not start it?

You might be surprised at how many people would want to join. Fees could be used to oppose the airline and phony ATA’s lobbies in D.C. Also, to provide pamphlets and booklets in print and online about passenger rights. Also, to lobby to require that all airline personnel be required to give their name to any passenger without retribution, to lobby to remove the right of flight crews to remove a passenger without permission from the captain. To provide forms to members for official complaints to all relative agencies, as well as to the airlines’ upper management and congressional representatives and customs officials (I recently suffered the big red “B” mark on my customs card like a previous writer).

I hope that you consider this. It could grow into something real.

I am not referring to just a tool against the airlines, but an educational tool also to make sure that passengers understand the rules and even to mediate disputes. As a passenger who tries to obey the rules, I am also upset when I see gross violations of the carry-on policies. These violations cause problems for everyone. However, the carry-on problems should be taken care of before boarding.

I hope you consider this suggestion.

Thank you.

Robert Henderson
Houston

I pondered the idea after the first passenger rights revolution, but the timing just wasn’t right.

This is different.

The emergence of the Coalition for Airline Passenger’s Bill of Rights, which marked the beginning of the second passenger rights revolution, has changed things.

I’ve had numerous conversation with Kate Hanni, the coalition’s leader, during the last two weeks about creating an organization that represents the interests of all travelers.

And Robert is right. There’s no one lobbying for travelers in Washington. Worse, the two most prominent passenger “advocates” are actually closeted corporate lobbyists — meaning that people are saying things on our behalf that simply aren’t true.

So here’s the big question: Is the time right to create an alliance of interest groups that advocates for the traveling public? If so, how should the organization be structured? Who should lead it? And what would you be willing to do in order to make it happen?

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

12 comments

  • http://www.happycog.com Greg Hoy

    We would love to help you with the website for this.

  • Jason Cote

    I would be all for doing this. I read the articles here every day and learn something new about travel every day. This is a fantastic idea.

  • Dawn

    I live in the DC area and would love to help get it started and work for an organization like this! Having traveled to 38 states and 30 countries, I consider myself a road warrior. I used to enjoy (yes, enjoy) travel and actually quit my job because I could no longer deal with the stress of travel these days. The airlines’ complete disregard for the customer and the government’s inability to act on our behalf left me fed up and exhausted.

    It’s time for a change. It doesn’t have to be like this. And there can be a win-win if the airlines are willing to recognize that without passengers, they have no business!

  • MrBadExample

    Well Chris, As you already know US Airways already has an advocacy group called FFOCUS and a web site that while not as polished as yours is up and running. I agree with you that the timing appears to be right.

    While I’m very strident and opinionated all I really want is for airlines to abide by their own rules set forth by their Contracts of Carriage and to institute some basic customer service standards.

    Truth is many of the things that annoy travelers are out of the airlines direct control and a travelers advocacy would spend a great deal of its time lobbying Congress in lockstep with the airlines in order to improve the current situation.

    We’ve started the ball rolling at http://www.ffocus.org all by ourselves to attempt to change the way one airline has treated its best customers.

  • Jasper

    I would welcome a travelers lobby group. My idea would be to have a very good internet presence. Not for receiving complaints, but as a way to organize people. Grass roots campaigning is the name of the game here. This is important because a consumer/travelers organization will never be able to outspend the industry. Hence, it should be able to organize large numbers of people. People who will flood airlines, hotels, and the government with serious issues.

    For instance. By just registering people’s addresses, you could automatically ‘write’ standard letters for them to their senator, congressman and delegates. Just by coupling the addresses to the district databases that exist. People could come to the website, see an initiative they want to support, give their address, and off goes an e-mail to their state and federal representatives.

    Lastly, IF such an organization is started, please don’t be blinded by the ‘standard’ contracts that companies force down the throat of customers. Set-up (y)our own contract and start lobbying for a fair contract that balances good consumer value with good business.

    BTW: since the last two Firefox updates, the image of the anti-spam word doesn’t work decently anymore. Quite randomly, but more often than not, I can’t see the word. I can only listen to it.

  • Richard

    It’s about time, but we have to be willing to pay dues. Nobody in DC is listening to us, so we have to be organized and talk louder and in their direction.

  • Jack

    It would be a big help as the future is not bright for air travelers. You may be feeling like sheep now but we will all become floor rugs soon.

    I’d support a real strong group advocating for passengers!

  • Roland Hill

    I’m also think we need a real lobby for travel consumers, particularly airline passengers, who basically pay all the freight of the air travel industry. The ‘fake’ airline travel associations seem to be in the pocket of the airlines, or the government regulator management, or more likely, both. Where do I sign up for a subscription/membership?

  • Paul

    It is time for a travelers alliance and I would join. The airlines’ contract of carriage is written so that the airlines have no resposibilities and passengers have no rights. The airlines have seen the government do it, so they have joined the bandwagon.

  • Natalie

    Yes! Yes! Yes! Changes are needed, and it is not the airlines who are going to make them- it is going to have to come from us, just like every other change in industry in history. Let’s do it!

  • Richard Whewell

    Yes indeed! European air travel is not particularly customer-friendly, and the air travel industry (together with the railways) is remarkably further behind other industries in recognising the importance of the customer. BUT by comparison with American experiences we do very well over here! Start with the small things – our stewardesses wear name badges and we keep foreigners waiting for quite short periods before admission to our countries! Last time I was in America, my wife and I were repeatedly held up, made to take our shoes off and on, messed around on US domestic flighrts – now we simply don’t traverl to America, neither for holidays nor for the educational developments which it is my job to develop – and which are strategically important to our alliance.

  • Bruce Goldensohn

    Yes – a lobby group would be worthwhile. I have generally had success in solving individual complaints with the airlines; however, broader issues require a concentrated effort from many people. It will take a fair amount of work, and a geat deal of responsibility to start and operate this “lobby” group.

    Any organization needs some money to operate, but to be really effective you also need numbers of participants/members. Why not do it like the airlines (hahaha!). Have 3 classes of membership:
    First Class – (those who contribute $$$, pay dues, do legwork and effort with you, etc.);
    Business Class – (those who pay dues and respond to requests for e-mails, etc.);
    Economy – (those who are willing to send e-mails or mail real letters (!), make calls, receive newletters and pass info on to others, etc.).

    I have no idea how many people would contribure $$$, or pay dues. It is very difficult to track $$$, keep records, or handle the IRS (!) without professional help.That assistance would have to come as pro-bono assistance from your First Class members.

    It will also take quite a bit of your time to organize it and meet with your “first” First Class members.

    Good luck in your efforts!

    Note: Sorry to admit that today is the first time I have seen or heard of your blog.

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