When contract workers are involved, the employee loyalty and airline identity is lost. When that happens customer service suffers. This is a sad story about outsourced customer service that didn’t work.
Lufthansa’s travel-agent fee will make comparison shopping for airfare more difficult and, if followed by other airlines, add costs to more than half of the world’s airline consumers.
When a passenger is running late for a flight, these tips may be the difference between missing a flight and just making it.
Travelers with excuses pay change fees. Airlines with excuses just shrug, pocket your money and move on. But, just when you think you’ve heard them all, the airlines come up with new and creative excuses. United came up with several this month. (Open note, I have no doubt other carriers, especially the legacy carriers, are […]
Southwest Airlines has one of the most consumer-friendly images in the airline industry, and its “bags fly free” and “no change fees” are a big part of that. But Southwest does have fees. As frequent travelers know, “no change fees” doesn’t mean not paying a hefty fare difference, sometimes for even slight flight changes. And […]
Preferred seat surcharges are a big moneymaker for airlines. At times, these charges are actually as much, or more, than the fare itself. This clearly helps with profits. While not a scientific study, more and more I’m seeing and hearing from clients that these fees have an unintended consequence — delayed flights. Basically, with an […]
For many travelers, frequent flier miles are less about free tickets than about getting out of the sardine-can seating in the back of the plane. Since airlines would of course prefer to sell those premium seats, booking in advance has historically made a big difference. Even if upgrades are sold out, or the carrier has not […]
It’s hard to believe that there was a time in the not-too-distant past when travelers needed paper tickets to fly. And even when there was an e-ticket option, many preferred having actual tickets in hand. These days, not only are almost all tickets electronic, many people travel casually with no paper at all. But, in […]
There was a time, not so long ago, when many hotels would allow travelers to make reservations on a “6 p.m. hold.”
United Airlines is cracking down on carry-on overload. The airline will tell workers at security checkpoint entrances to eyeball passengers for over-sized bags. Plus, it is putting out bag-sizing boxes at airports before security.