Should airlines charge a change fee even if they can resell the seat?

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Question: We recently booked a one-way ticket from Los Angeles to San Francisco on Virgin America to get us home after our trip from Tahiti. But about a month later, our travel agent informed us that our return flight from Tahiti to Los Angeles had been canceled.

I called Virgin America and was told that it would cost us $180 to change the flight to the next day, when our new flight was scheduled.

There are more than four months between now and then to resell those two seats. If those four seats were not rebooked in the next four months, I would be OK with getting charged or losing my money.
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You said it: Virgin America is “thinking outside the box”

I‘ve written about Virgin America several times in the recent past, and have even had a chance to fly with it.

Despite the occasional glitch, I think it would be fair to call me a fan of the airline.

I’m not alone. Here’s a note from reader Jeff Allen. He works for an engineering firm in Boston, and decided to give Virgin America a try for his weekly commutes to LAX.

“I fly a lot,” he says. “These folks at Virgin seem to have figured some stuff out that is really interesting.”
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Can this trip be saved? Flight attendant spills boiling water on my hand

Tea time didn’t go as planned for Star Rivera.

On a recent Virgin America flight, an attendant accidentally spilled hot water on her hand, she says. Accidents like this happen all the time — in fact, I’m surprised they don’t happen more often, with all the turbulence planes encounter — but she needs to know what to do next.

I’ll get to the specifics of her case in a moment. But first, a few words about mishaps that occur when you travel by air. There’s no easy way to know where to turn when something goes wrong, and it all depends on what phase of your trip you’re in. If you’re at a screening area, and you slip and fall, it could be the TSA’s jurisdiction. At the gate? That’s the airport. On the plane? Start with the airline.

Every airline has a special department for claims. In Virgin America’s case, it’s referred to as “guest care.” Details are in its contract of carriage (PDF).
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Virgin America’s Cush: Passengers “should not have to ask” for customer service

Virgin America begins service to Orlando tomorrow. Remarkably, the three-year-old airline has stayed off my radar, when it comes to customer complaints. I asked David Cush, Virgin America’s chief executive, how he’s done it.

First of all, congratulations on adding service to Orlando. I live here, so I’m pretty excited about having a new airline in town. At the same time, I’m curious about your reasons for coming here. Orlando isn’t exactly a lucrative business travel destination. What’s the appeal?

Orlando has an incredibly strong year-round tourism economy and a great deal of convention traffic. The addition of Orlando also helps us address seasonality in our still growing network. As we grow we do have to balance out our network for seasonal traffic patterns – adding a sunny warm weather destination like Orlando helps us balance our winter schedules.
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