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Two stupid airline policies you need to know about

September 11, 2007

Just when you thought the airline industry couldn’t possibly come up with any more absurd rules, it has. Anyone who wonders why air carriers are on the verge of being re-regulated, or is at least curious about their abysmally low customer-service scores — here’s your answer.

Stupid rule #1: You want an upgrade? Not without a change fee.

Ken Martin of San Francisco booked a flight to Prague for next Christmas. “I paid the lowest economy fare, which allows for no changes unless I pay a penalty,” he says. Now, by “no changes,” Martin assumed (as I would have) that the changes would apply to a different flight. Not so.

“A couple of months later I decided to pay the extra $400 to travel in premium economy on the same flight, which works out at $100 per inch of extra legroom,” he says. “But British Airways also insisted on charging me the $200 penalty — even though the only change I was making was to move to another section of the plane.”

He protested, but a reservations agent dismissed him, saying it was the airline’s policy. British Airways did not answer his email asking for an explanation. Nor do I expect he will get one. That’s because there is no valid explanation.

Stupid rule #2: The cheapest airline tickets may be in first class.

Always check the first-class options on a flight. Amazingly, they may be less expensive than the economy class tickets. That’s what reader Joe Farrell discovered when he reserved a flight on Continental Airlines.

“We were looking for a cheap fare from Hartford to Tampa, and I noticed that the airlines were asking for $500 to $600 roundtrip in coach class,” he says. “Then I clicked on ‘first class’. I was surprised to see fares of $450 round trip for the identical flights.”

Hmm. Economy for $500 or first class for $450. Which would you pick?

Lesson learned: “Coach is not always the least expensive ticket — and many people never know that,” says Farrell.

If nothing else, these two silly rules should underscore that when you’re dealing with an airline, you have to think like one. Which is to say, don’t use logic and make no assumptions. They certainly aren’t.

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.

10 comments

  • http://www.amazing-bargains.com Michael Coley

    I’ve discovered a very similar situation with Coach and First. When redeeming airline miles with many airlines, there are two tiers of “coach” awards, usually 25k miles for a “saver” award and 50k miles for a “choice” award. The cheaper ones book up quickly. First Class awards are similar, with awards running about 45k and 90k, but they seem to be much slower to book up. I can’t count how many times I’ve found no “coach saver” (25k) awards available (only “coach choice” awards at 50k) when there are plenty of “first class saver” awards available at 45k.

  • Matthew

    Michael hush! The more people you tell, the less you’ll get to use it yourself!

  • krista

    You know it’s really sad to consistently read about all the bad things we airline employees supposedly do on a daily basis. Or how awful it is in our industry and how we as an airline take advantage of everyday folks. What’s sad to know is that the things that we as airline employees do or what our airline does on a daily basis that are great are hardly ever published. Or the fact that our industry has had to deal with major factors in the world that other businesses do not. Do you know what it is like to go to work one day feeling wonderful loving your job and you can’t wait to get on a plane and fly somewhere knew. Then that same day seeing on TV acts of horror that directly impact not only your work life but also your home life. There was no escape for us because we were confronted by it on a daily basis. Then as the rest of the businesses got somewhat back to “normal” we had to come to some type of rediscovery of what defined normal in an industry that would never be “normal” again. We had to strive to survive and depend on each other for support while at work and in our home lives. We had to strive to make people feel safe again to fly and to make our families feel safe when we were at work and they were at home or at school worrying about us. I am an airline employee. I love my job and the company I work for because in a way they are a second family to me. We are proud of our company and of each other. We make a difference in each others lives and the lives of the people in our communities. We strive to make a difference and to help our passengers as they check in to travel with us. Whether they be a first time traveler or a million miler we treat each person with respect, understanding, and with a smile. That may sound corny to you but we do strive for great customer service. We do this on a daily basis even though we have to overcome words such as “terrorism” “bankruptcy” “fuel prices”, “FAA equipment being outdated over the East and the government not doing anything about it” and with articles such as the ones that i see on this website and others. What is really sad is you don’t see the mention of things like that fact that our airline helped families get out of New Orleans after Katrina by suppling aircraft and volunteers to evacuate people, or the fact that we are extremely visible in our communities through the United Way and many other non profit organizations. Nor do you hear about the various ways our companies and its people support each other through fund raisers when emergencies occur such as tornados, hurricanes, floods, fires etc. The everyday little things like waiving a fee or an additional collection because someone needs a little extra help due to an extenuating circumstance. Or watching or military fly out knowing that some may return to us in a way we do not like to witness. But when they do come home that way we are proud and supportive of them and when they come home healthy and happy we are just as proud and supportive. I am an airline employee going on 12 years now. I have seen a lot of good and a lot of bad in my industry and working for my company and I would not trade it for anything in the world. I have been in reservations, customer service, at the airport working in baggage at the gates and at the ticket counter. I will continue to grow and strive in my career and I will never take for granted my co-workers, my passengers, or my company. I felt that was important to say because to be honest I am really tired of hearing all the negatives that your web site and many other media outlets seem to want to publish. Just remember if you will we are an industry of heroes….and I see it everyday.

  • Dan

    Krista, I have had a lot of really great experiences with airline employees. I’ve had a couple of really bad ones too, but the vast majority of people on the front lines that I have dealt with have been truly excellent to me and my family.
    Dealing with the airlines and their “rules” on the other hand, has been a pretty constant source of frustration.
    This site is merely a voice for people who have been let down by an industry that doesn’t seem to care about the people who pay for their boardrooms. It exists for very good reason, because people are unhappy with air travel in general. If the airline industry’s customer service were on par with other service industries, this site would not exist. Again, I’m not talking about employees on the front lines, I’m talking about the air industry’s complete self absorption, and lack of regard for the common guy who has to save to buy vacation airfare every year. I put them on the same level as the fuel and insurance industries in this regard. They get to make up their own rules, and the frustration grows out of knowing that absolutely nothing will be done about it any time soon.

    Airlines have become very good at doing great things when there is good publicity (disaster evacuations), or healthy tax benefits (United Way) involved.

  • Pingback: Sometimes First Class Is Cheaper Than Coach

  • Tracy

    Dear Krista,
    I don’t doubt you are nice with customers, there are a lot of flight attendants who are. However, as Dan explained, you are working for an industry that robs people and make their own rules. We all remember when the ticket prices had to go up because of “fuel price increase”. What happens when it goes back down ? Nothing. How come you have 100 people in coach, and nobody paid the same price as their next seat neighbour ?
    The price of a ticket is more and more expensive and you get less and less. Now sometime you don’t even get a pillow or blanket. I know, you can request one, but when there are 20 for 200 passengers, you better ask fast or bring your own. Same for the “gourmet” meals that we all “like” so much. Now sometimes if you want one you have to pay for that ?? Why can’t that be added to the already outrageously expensive ticket price, this way it might appear less “cheap” on the airline part. I don’t even mention the “chicken or vegetarian ravioli ?”
    “Chicken please”
    “Oh I am sorry, we are out”.
    Anyway, all these little details get on the customers’ nerves, because we feel conned, and especially because there is NO customer service at all whatsoever from the airline industry at all. All we want is a bit more consideration for us, stupid customers paying for all these people’s salaries, not caring at all about what is going on, and less stupid rules, or at least be able to “bend” some.

  • Steve

    I myself used to be a airline employee working in a call center for AA and I can say that I myself tried to help people as much as I could around fees and other rules, but it is at times difficult to help the little guy when the little guy enters into a binding contract that has rules. I helped both Domestic and International travelers for both “cash” and Frequent Flyer reservations. The main thing to do is ask for rules like how much of a change fee is there, and what restrictions apply to my FF reservation. I’m somewhere in the middle of siding with current airline trends and the “little” guy. The have had to cut costs and the customers need to acknowldge the fact that the airlines can’t afford to feed everyone on their flights for no charge. My question to Tracy is would you rather they increase the price of all tickets to serve you food. Even if you and others would say yes to that, the underlying problem is that the “little” guy wants the cheapest price, and as soon as you include things like food into your price it will look higher and the “little” guy will go to a competitor and get their ticket cause it says its $3 cheaper even though it doesn’t include a meal. I can guarantee they will never do that cause the “little” guy is who the industry is trying to pull in and if they dont have the lowest price they can kiss that seat sold goodbye. End Rant As far as the first class being cheaper, it can happen when paying for your tickets as well if the coach cabin is really full, but first isnt, they have a seat that is considered a coach seat that is upgraded to first, and can be cheaper than the really high full fare coach ticket.

  • Catherine

    All I can say is:
    A) I always check both prices. I have had the experience of first class being cheaper or minimally more expensive (i.e. $20)
    B) I have only ever had one bad experience with an airline employee, and while I admit that it wasn’t necessarily her fault it was still a ceircumstance that made me very angry. However, this was an isolated incident. Even the flight attendant on my first flight to europe was patient with me when I kept accidently hitting the call button on my armrest.

  • Mary H

    I’ve been treated well by most frontline airline employees, but it really rankles that the carriers won’t face the fact that if they cut enough, their planes will fall out of the sky. I remember the great one, Piedmont. Then came US Airways. I wondered long ago: if USAir cabins are so neglected and dirty, what’s happening under the hood.

    This weekend I had my first experience of attendants doing big-time janitorial service, for crying out loud. When there are so many americans out of work, some could be hired to clean out the cabins between flights. Except that the guys running these operations need to show ever higher profits every quarter. It’s not the people we meet in the course of business, but the ones hidden in penthouse offices that make our flying uncomfortable and pennypinching. Perish the thought they should run a company to give service in exchange for our cash, therefore prospering, instead of setting profit goals and squeezing the money out of us one drop at a time.

    Isn’t it about time we accepted that flying is a privilege some can pay for and others cannot? Where is the right to fly promised in the founding documents? Pay more or stay home. But expect and get service for what we do pay.

    The front line folks who look happiest to me, work for Virgin Atlantic. Long may they fly and how long before they fly to more cities?

    The pilots, attendants, mechanics and all others who gave pay and benefits back to the company to help keep their planes flying have my empathy and sympathy, but they don’t have the kind of attorneys who can pull out fingernails in corporate offices when payback time comes and the bosses whine poverty. If they can’t run a profitable airline with decency, they should be in another business. One where the people on the front line get respect and decent pay for all they do. I would not give up my sleep to work the schedules they must deal with every day.

  • Pham

    On Air Canada fare structure, there is a similitude
    Tango Fare : the most restrictive fare with plenty of penalties and less services and reduced miles credit.
    Tango Plus fare : more flexible, less penalty and full mileage credit.
    Usually Tango Fares are cheaper than Tango Plus fare but not always.
    You must always check Tango Plus Fare too, because, sometimes the Tango Plus Fares are cheaper than the Tango Fare with less restrictions, less penalties and more miles. It happens often for fare to international destinations.

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