‘Keystroke error’ turns $289 rate into $28

Terry Capps finds a $28 a night room rate at a Westin hotel in Orlando. Turns out the hotel made a mistake, and that the real price is $289 a night. What now? Should the resort honor the original price or can it change the rate and force Capps to pay?

What we’re reading: Liquid ban remains ’til 2013, Senate delays FAA reauthorization again, IATA questions airport security

Liquid ban to remain till 2013, FAA Authorization bill to be delayed again, IATA questions excessive airport security
By |November 26th, 2009|Today|0 Comments|

Southwest Airlines strikes out in airline food survey; Continental tops the list

Airline food. No, that's not the punchline to a joke.
By |November 25th, 2009|Today|7 Comments|

Zagat’s 2009 airline survey, with fascinating comments

Here are some of the results of Zagat’s 2009 Airline Survey covering 16 domestic and 73 international airlines, as well as 30 domestic airports. The survey incorporates the opinions of 5,895 frequent fliers and travel professionals.

By |November 25th, 2009|Today|1 Comment|

Making sure you can hear the safety briefing

Here’s an odd one: On my recent US Airways flight into Washington National, I couldn't hear the safety briefing. Why? Because a guy three rows behind me was talking loudly, non-stop, during the briefing. He was in a pilot’s uniform. A first officer. And he wouldn't shut up.
By |November 25th, 2009|Today|3 Comments|

The “pain in the butt” airline passenger is going out of style

This Thanksgiving, I’m declaring that the “pain in the butt” passenger is going out of style. I know there still are many of them out there, but the number of polite, grateful and helpful passengers around the world is growing by the minute. Some airlines and airport personnel are also seeing the benefits in joining this more positive movement. Evidently, kindness is contagious too.
By |November 25th, 2009|Today|5 Comments|

10 resiliency tips for holiday (or anyday) travelers

Every so often it is nice to see what the industry side of the airline business is being taught. In terms of customer service, the Human Resiliency Institute at Fordham is one of the top trainers of airport personnel for airlines. It has incorporated four resiliency traits — adaptability, engagement, optimism and pro action — into its Resiliency Edge curriculum to help airport and airline employees manage their pressures more effectively.

Here is the Institute’s release about using those same traits to help improve service on both sides of the counter.

By |November 25th, 2009|Today|0 Comments|

Does United’s new “LaneBuster” idea have a ghost of a chance?

With all the customer service "enhancements" the airlines like to trot out, one would think more customers would enjoy the travel experience.
By |November 25th, 2009|Today|3 Comments|

What we’re reading: US Airways defers new planes, Schumer proposed FF rules, TSA looks at maintenance facility security

US Airways completes its third move to lower costs for survival

After swapping slots with Delta between La Guardia and Regan National and negotiating new agreements with credit card companies regarding use of frequent flier miles, US Airways has deferred delivery of new aircraft for three years. These moves will allow the airline to conserve cash. Passengers will be faced with older equipment for at least the next three years.

The deferrals will lower US’s aircraft capital expenditures by around $2.5 billion over the next three years. Executive VP and CFO Derek Kerr said the carrier will take delivery of two A320s and two A330s in 2010 and an additional 24 A320 family aircraft in 2011 and 2012. “We have financing commitments for all 28 aircraft and believe this is a more manageable delivery rate given the current economic environment,” he said. The deferred aircraft will begin delivering in 2013.

By |November 25th, 2009|Today|0 Comments|

Government issues “precedent-setting” fines against three airlines in Rochester incident

Remember last summer's overnight tarmac stranding incident in Rochester, Minn.? The government does. This morning it issued what it called a "precedent-setting" series of fines against two airlines in connection with the lengthy ground delay.
By |November 24th, 2009|Today|3 Comments|