Gerald Pech’s flight to Baltimore is canceled and he wants a refund. But he purchased his tickets through Expedia, they were issued by Iberia, and the flight was canceled by American. So who is he supposed to ask? “One OTA plus two airlines equals a complicated path to a refund”
Alexandra Lovejoy’s luggage is lost on her way to Spain. Iberia offers her 11 euros for the trouble. Is that enough? “Iberia lost my suitcase on my way to a wedding”
Kathryn Frieze just wanted her money back.
She had paid the airline Iberia $176 for an “extra legroom” seat on a flight from Chicago to Madrid, but the airline rescheduled her flight, dropping her upgraded economy class seat. Her repeated attempts to reach the airline proved futile.
“I’m getting the runaround,” says Frieze, a retired French teacher from Wichita.
“How to fix a travel problem half a world away”
Question: I recently lost a paper airline ticket to Spain that I booked through Travelocity. I was told to fill out a lost ticket refund application through Iberia Airlines, which I did. Both Travelocity and Iberia assured me that I would receive a refund for the second ticket I had to buy, minus a $100 fee.
Since my return, I have contacted Iberia numerous times to get the status of my refund, but they said they were not able to help me directly. I asked Travelocity to contact Iberia, which they did. I also provided Travelocity with background information and sent them the original paper tickets (which were subsequently found).
Travelocity contacted Iberia to request a refund on my behalf, but I have not heard anything since then. It’s been four months. I requested that Travelocity follow up, but they told me to contact Iberia directly. When I contact Iberia directly, they tell me they will only speak to my travel agent. What should I do? — Karen Smith, Stamford, Conn.
Answer: Did you say you had a paper ticket? I thought those were obsolete. Travelocity and Iberia should have issued an electronic ticket. (In fairness, this case was brought to my attention a few months ago, but still — paper tickets were supposed to go the way of the dodo in 2008.)
“Oh no! They lost my ticket refund”
Here’s an important footnote to the airline industry’s year from hell. A closer look at the Transportation Department’s 2007 report card shows some carriers were likelier to lose your luggage, deny you boarding, get you to your destination late and provoke a written complaint. And some airlines were above it all.
Here’s a birds-eye view of the DOT’s report, by category. I’ve broken it down into in an easy-to-understand blog posting so that you can sort the winners from the sinners and make a more informed booking decision.
Which airline is likeliest to lose my luggage?
No surprises here. The Hawaiian carriers outperformed everyone else. Low fare carriers did better than legacy airlines. And regional carriers continued their underperforming streak.
Mishandled baggage (reports per 1,000 passengers)
1. Hawaiian Airlines (3.41)
2. Aloha Airlines (3.88)
3. AirTran Airways (4.06)
4. Northwest Airlines (5.01)
5. JetBlue Airways (5.23)
1. American Eagle (13.55)
2. Comair (11.40)
3. Atlantic Southeast (11.24)
4. Skywest (10.87)
5. Mesa Airlines (10.46)
The industry average for mishandled baggage was 7.03, compared with 6.73 in 2006. Two years ago, the top performer was Hawaiian (3.14) and the airline with the worst record was Atlantic Southeast (17.37).
Which airline will oversell its flight and bump me?
Among the best performers, there were no surprises except one: United Airlines. Legacy carriers routinely overbook their flights and then deny passengers boarding. But United seems to have gotten its act together. Delta, on the other hand, does not. It joined the bottom-feeding regional carriers.
Involuntary denied boardings per 10,000 passengers.
1. JetBlue Airways (.02)
2. AirTran Airways (.15)
3. Hawaiian Airlines (.17)
4. Aloha (.29)
5. United (.71)
1. Atlantic Southeast (4.50)
2. Comair (3.15)
3. Delta Air Lines (2.47)
4. Skywest (1.69)
5. Mesa Airlines (1.54)
The industry average last year was 1.12 involuntary denied boardings per 10,000 passengers, compared with 1 in 2006. JetBlue was the best performer in 2006, with .07 involuntary denied boardings, and Atlantic Southeast lost in the category, with 4.47 IDBs per 10k passengers.
Which airline am I most likely to complain about?
The legacy airlines were clear winners – I mean, losers – in the complaints category. If you were flying internationally, British Airways led by a wide margin.
1. US Airways (1,828)
2. American Airlines (1,617)
3. United Airlines (1,540)
4. Delta Air Lines (1,325)
5. Northwest Airlines (768)
1. British Airways (285)
2. Alitalia (173)
3. Air France (152)
4. Lufthansa (84)
5. Iberia (72)
Which online agencies am I most likely to complain about?
This is a relatively new category for the DOT report card. I would expect next year’s numbers to be higher, now that passengers are aware they can gripe about their online travel agency, too.
1. Orbitz (45)
2. Travelocity (35)
3. Expedia (30)
4. Cheaptickets (22)
5. Cheapoair/Priceline (tie) (16)
Which airline runs on time?
Again, the Hawaiian carriers and low-fare airlines dominated, with a surprise appearance by Delta. Rounding out the bottom are two legacy carriers and the usual suspects — regional carriers.
Overall percentage of reported flight operations arriving on time
1. Hawaiian (93.3)
2. Aloha (92.2)
3. Southwest (80.1)
4. Frontier (77.6)
5. Delta (76.9)
1. Atlantic Southeast (64.7)
2. Comair (67.9)
3. US Airways (68.7)
4. American (68.7)
5. American Eagle (69.1)
The industry average for 2007 was 73.4 percent, well below the historical average (over the last 20 years) of 78.3 percent.
What to make of these numbers?
If you want a quality flying experience in the lower 48, go for a low-fare carrier. If you’re into pain, try a legacy carrier or better yet, a regional airline.