Issue #26 -- January 7, 1999
******************************
New Year's Mileage Resolutions
******************************
As with any of life's ongoing endeavors, earning miles requires discipline. And since the beginning of a new year is traditionally a time for resolutions, we offer four principles for achieving a mileage-rich 1999.
1. Choose the right program. The right program isn't necessarily the "best" program. First and foremost, it's the program which offers you--living where you do, traveling where you do, adhering to the corporate policies governing your travel--the most opportunities to earn miles.
2. Concentrate. As much as possible, concentrate your mileage-earning in ONE program. (You're much less likely to reach award and elite levels with miles scattered among several programs.)
3. Reach Elite status. Awards are nice. But frequent travelers know that the perks associated with elite status are nicer still. The most important of those elite perks: upgrades. And the more lofty your status (platinum trumps gold trumps silver), the better the odds of getting an up-front seat.
4. Be aware of the schedule for expiring miles. During the latter months of every year, we begin receiving the plaintive e-mails: I've got XXX miles that will expire at midnight on December 31st... what should I do? What you shouldn't do is wait until the end of the year, by which time it's too late to do much of anything.
************************************************
Banner Year for Safety, Profits (and Complaints)
************************************************
If you're air-safety minded (and who isn't), 1998 was a year to remember.
For the first time since 1967, when the National Transportation Safety Board began keeping records, there were no deaths on U.S. civilian aircraft. None. Anywhere in the world. 617 million passengers safely delivered from point A to point B.
Within the next few weeks, we should be receiving more good news about the airline industry, as the carriers release their annual performance figures: traffic was robust, as were revenues; costs were low; and profits were sky-high, probably reaching record levels.
The downside? The travel experience itself has never been less satisfying.
Planes are full. In economic terms, supply and demand are in balance. Great for the bottom line. But it means that the middle seat WILL be occupied, the overhead bins WILL be filled to overflowing, and upgrades will NOT be available.
Customer service staff are underpaid, overworked, and mentally if not physically on strike. So the "courtesy and concern" index is at an all-time low. Flights are cancelled or delayed by work slowdowns. Passengers are underserved and overwrought.
The meal, if there is one, makes Burger King look appetizing. While there's no way to effectively mandate quality, I'm leaning in the direction of petitioning the DOT to impose calorie requirements for airline meals: no fewer than 1,000 calories for 4-5 hour flights; 750 calories for 3-4 hour flights; etc. (Over the holidays, I was reduced to begging for leftovers on a transcon flight, because the breakfast had been downgraded to a snack, and the snack was stale, oversalted peanuts.)
But hey, at least you get there alive! (How 'bout this for a no-frills airline tagline: "Arrive Alive"?)
**********************
Hilton Doubles Rewards
**********************
Between January 4 and March 31, 1999, members of the Hilton HHonors program will earn both double HHonors points and double airline miles, with participating airline partner programs, for qualifying stays at Hilton, Conrad International and Vista hotels.
(HHonors is one of the only hotel programs to allow members to earn both hotel points and airline miles for the same business rate stay.)
For U.S. hotels, the member's stay must be charged with an American Express Card, including the Hilton Optima Card. For stays outside the U.S., you can earn double points and double miles using any payment method.
Terms & Conditions
You must be a member of HHonors to earn double points and double miles. Hilton HHonors membership, earning and redemption of points are subject to HHonors terms and conditions.
>> More <<
o Hilton online
o Or call 1-800-HHONORS in the U.S. and Canada.
**********************
The British Are Coming
**********************
British Airways has added its name to the list of airlines attempting to address issues surrounding carry-on baggage.
In this case, it's the corollary issue of lost check-in bags. And it is the specter of lost bags that prompts many flyers to carry their belongings onboard rather than check them in. So, the reasoning goes, if the airlines could improve their baggage delivery performance, travelers would be more willing to check their bags, thereby mitigating the boarding and safety problems associated with everyone trying to carry on everything.
The Associated Press reports that British Airways is experimenting with luggage tags with embedded silicon chips. Like the current version, the high-tech tags would be paper and disposable. But they would surpass current bar code-based tags in both the speed and accuracy with which bags are shuttled to and from the aircraft.
The test ends January 31, 1999.
*************************************
United Expands Bag-Management Efforts
*************************************
Another leader in the carry-on crusades has been United. In particular, United's championing of the use of "templates" to regulate carry-ons has been both praised and pounded, by both travelers and other airlines.
Proving perhaps that the problem requires a multifaceted solution, United Shuttle is installing reconfigured overhead bins in its B737 fleet to better accommodate bags that meet United's 45 linear-inch size guidelines. Instead of fitting just two 45-linear-inch bags, the modified bins will store four bags.
Passengers also will benefit from a safety standpoint because the reconfigured bins are designed to keep bags in their place. The upward angle of the modified bins keeps bags snug against the fuselage and reduces the possibility of carry-ons falling out when bin doors are opened.
The modified bins are four inches deeper than existing bins, and have a lighter weight door that is bowed, providing additional usable stowage space to accommodate four bags, side by side, allowing for as many as 26 additional bags on each Shuttle flight. All 59 Shuttle aircraft will be retrofitted with the new bins by May 1999.
The reconfigured bin size complements United's nationwide carry-on baggage initiative aimed at reducing delays and improving cabin safety. At more than 40 U.S. airports, stainless steel panels attached to security area X-ray machines will limit the size of bags that can be carried on United Airlines flights. Bags larger than 45 linear inches (22"x14"x9") will not be permitted as carry-on bags and will need to be checked with a customer service agent.
>> More <<
United's website
***************************************
Northwest and Alaska Extend Partnership
***************************************
Northwest Airlines, Alaska Airlines and Horizon Air will extend their commercial cooperation agreement, in effect since 1988.
The extension follows the announcement that Alaska had entered into a similar marketing agreement with American, which called into question the practicability of a continued relationship with Northwest. (Such marketing co-op agreements are typically exclusive, preventing an airline from partnering simultaneously with two or more carriers which compete. The fact that Alaska was able to have it both ways--partnering with both American and Northwest--speaks to the Seattle-based carrier's singular power to deliver passengers from many West Coast population centers to American and Northwest's regional hub airports.)
Northwest has cooperated in a number of areas with Alaska and Horizon including code-share service, frequent flyer plan participation, reciprocal use of airport lounges and "seamless" airport check-in and transfer service. The new agreement includes a long-term partnership between Northwest, Alaska and Alaska's sister carrier, Horizon.
The renewed agreement also extends Alaska's partnership commitment with Northwest partners KLM Royal Dutch Airlines and Air China. In addition, the agreement calls for Alaska to begin frequent flyer plan cooperation and code-share service with Northwest partner Continental Airlines.
To mark the extension of the commercial cooperation agreement, both carriers are offering their respective frequent flyers the opportunity to earn bonus miles for flights taken on the other carrier between January 4 and February 28, 1999. Every Northwest WorldPerks member flying on Alaska or Horizon, and every Alaska Mileage Plan member flying on Northwest will automatically earn 1,000 bonus miles for each flight taken during the promotional period.
>> More <<
o Alaska online
o Continental online
o Northwest online
o American online
***************
Reader Feedback
***************
From M.T.--
"You US guys do not realise how lucky you are. As a long standing Northwest Gold member, flying regularly out of London, it was decided earlier this year, (by NW or was it KLM?), that all us European NW frequent fliers would have our membership terminated forthwith, and would be transferred into the KLM, Flying Dutchman scheme. Not only is the scheme worse than NW...comparing like for like across the water, ie number of flights for a free ticket, but we cannot use our FD card to accrue points with Continental...but of course, it works the other way around. I could go on and on....the way we have been treated is totally unacceptable, but what can we do? who can we turn to ? is there a frequent flyer champion out there who could take up our case?"
From K.K.--
"Regarding your commendation of UAL for enforcing carry on baggage rules, I reluctantly agree. But don't you think they're putting the cart before the horse? If they'd improve their checked luggage system, and not require passengers to wait an interminable amount of time at the carousels, there would be no problem with carry ons."
"The same principle applies to rude and rowdy passengers. If they'd stop squishing people into their narrow seats, and gave them some leg room, passengers no doubt would be in a better mood. "
From J.G.--
"I'm an artist and fly to Europe pretty regularly--enough to qualify for Northwest Gold status for the past few years. I am also deaf. When things go wrong in the US, I have to rely on using a Tele-communications Device for the Deaf (TDD)--and a state relay operator--in order to call the airlines and get things straightened out. In Europe, however, there is no equivalent to the Americans with Disabilities Act (which mandates TDDs in airports)--so there is no TDD access for me in Europe. What does one do when something goes wrong for me there? And what degree of liability do US airlines have to US customers when we are in Europe?"
"A recent dilemma (outlined below in a copy of a letter to NW): I recently flew from NY to Rome for a 3-day trip to film a project. Three airlines were involved: NW, KLM, and Alitalia. There were delays. A switched flight. The airlines lost my bags (and those of my colleague) along with all our clothes and filming equipment. We filed a search report with Alitalia at Rome airport. We e-mailed NW, faxed, and (because I fortunately had hearing people assisting) called--Amsterdam, Minneapolis,--all to no avail. NW never responded or ackowledged the extent of the emergency. After a day and a half in Rome with no bags in sight, and with our clothes growing increasinly unsocial, we asked KLM to fly us back to the US. Eventually our bags were found and we obtained them at the Rome airport on the morning of our return to the US."
"Mishaps I can understand--a refusal to acknowledge them is another thing. Upon returning to the US I sent a detailed e-mail to NW Customer Relations outlining the experience--and five days later now have still received no response. I also faxed the same letter to Customer Service and Central Luggage after making a TDD inquiry with Customer Service. Still no response."
"So what's happening here? Does it mean that only oral--spoken--complaints result in some kind of response? What's a person without working ears supposed to do in Europe when things go wrong?"
"Not only was this trip the worst travel experience I have ever had--it was also the most expensive, having cost thousands of dollars in lost time and work. Adding insult to injury, I also have to go back to Rome to finish what I never even began. How can I get NW to acknowledge the extent of the problems here--and reimburse me in a fair way?"
From Y.M.--
"I'd like to mention some experience while contacting with MileNet."
"I was directed to this program. There were some technical nuisance emerged after I followed the latest download procedure on their web site. Those situations included the counter starts from zero each time I log in to their program, not accumulated as what they say it would; and it takes too much virtual memory."
"I sent them (the support group and the generators of MileNet) e-mail to address the nuisance. It has been more than 5 days and not a word from them yet."
"What will be your suggestions? And I wonder how many recipients of your weekly e-mail letters have experienced similar frustrations on MileNet."
YM, an unsatisfied potential customer of MileNet.
From V.N.--
"This is more in line with Customer Service at Northwest."
"I can understand the airline canceling flights due to bad weather. I am shocked at the callous manner in which Northwest is handling the cancellations. First, the 800-225-2525 number advises that they cannot speak to us due to call volume; Then automatic flight arrival and departures say that the flight is cancelled; They do not leave a clue as to who to speak to; There is NO OPERATOR assistance at ANY TIME; I had to get to the airport at 6 in the morning and wait for three hours, all the while listening to a CSR SHOUT at us to LEAVE the QUEUE and call the 800 number; I called the 800 number from the AIRPORT; THERE IS NO RESPONSE; There are 6 agents handling the long queue; I am shocked at this attitude and the way Northwest Airlines is making a bad situation worse."
"I am forced to take Northwest because I live in Detroit which is almost captive to this airline."
>> Editor's note: Northwest's handling of the above-cited weather-related delays has prompted a class-action lawsuit against the carrier. An extract from the press release distributed by the plaintiff's attorneys is included below:
"The lawsuit alleges that the operations department of Northwest Airlines instructed in excess of 25 aircraft to land at the airport during a period when management knew, or should have known, of the inability to disembark the passengers given the sufficient prior notice that a major snowstorm was moving into the Midwest, including the Detroit Metropolitan Airport area. The lawsuit further alleges that the failure of Northwest to rescue and/or allow persons to leave aircraft after several hours of unplanned detention constituted false imprisonment as it became intentional on the part of Northwest to keep the persons in the aircraft. Passengers on each of the airlines were trapped in grounded planes for an average of seven hours."
"Timothy Koczara and his wife, Susan Koczara, class Plaintiffs in the lawsuit, were detained for eight hours with their two children on an aircraft at Detroit Metropolitan Airport which originated in St. Thomas. The Koczaras report that there was no food or water available to the passengers. Further, the toilets could not be used as they were full. No diapers or food were available for parents of infant children who ran out because they did not expect such a lengthy delay. Other sources indicated that people urinated into cups, as bathroom facilities were unavailable. The Koczaras bring the lawsuit on their own behalf and all other similarly situated passengers of Northwest Airlines."
"Plaintiffs' attorneys, Larry Charfoos and A. Tony Taweel, of the law firm of Charfoos & Christensen, P.C., a premier Aviation Litigation lawfirm, contend the behavior of Northwest Airlines, in imprisoning passengers for up to eight hours, is unprecedented in the airline industry history and is outrageous beyond belief."
""This class action is being brought to force Northwest Airlines and all those involved to start paying more attention to their passengers, and less attention to their 'bottom line,'" says Charfoos."
>> Rants, Raves? <<
Feel free to take issue with any opinions expressed in The Crier. We recognize that ours isn't the only viewpoint, and make it a priority to devote space to others' feedback. So e-mail us... if it's relevant, and we have space available, we'll probably reprint it.
***********************************
American Airlines' BreakAAway Fares
***********************************
American and American Eagle are again offering BreakAAway Fares for travel in select markets in January and February. Details are as follows:
BreakAAway PURCHASE DATES: BreakAAway Fares are on sale through Jan. 23.
BreakAAway TRAVEL DATES: Jan. 9 through Feb. 9
BreakAAway FARE RULES: 7-day advance purchase; non-refundable; Outbound travel must begin on Saturday; Return travel must begin the following Monday or Tuesday; Lower off-peak BreakAAway Fares are defined as departing after 2:00 p.m. Saturday; Peak BreakAAway Fares for earlier departure on Saturday are slightly higher; Coast-to-coast routes are the same price for off-peak and peak -- departure on those routes is allowed anytime Saturday.
**************************
Northwest Winter Fare Sale
**************************
Northwest is discounting winter fares for travel between January 11 and April 30, 1999 to destinations in the U.S., Canada, Europe and Asia. Deepest savings to most destinations are available for travel through February 11, 1999.
Sample North America fares:
To - From Sale Fare*
Lansing - Orlando $89
Madison - New Orleans $109
Milwaukee - Dallas $109
Memphis - New York $114
San Francisco - Minneapolis $129
San Antonio - Boston $154
Atlanta - Denver $159
Austin - Winnipeg $159
Green Bay - San Diego $169
Fargo - Tampa $179
Indianapolis - Portland, OR $179
Philadelphia - Phoenix $189
Detroit - San Diego $199
Seattle/Tacoma - Montreal $209
Los Angeles - Washington, DC $209
*Fares are each way based on roundtrip purchase.
Sample International Fares:
To - From Sale Fare*
Los Angeles - Hong Kong $299
San Francisco - Singapore $324
Seattle/Tacoma - Bangkok $299
New York - Tokyo $424
Chicago - Taipei $349
Philadelphia - Amsterdam $169
Los Angeles - Copenhagen $259
New York - Venice $189
Houston - Gothenberg $234
Boston - Lisbon $179
*Fares are each way based on roundtrip purchase.
Terms and conditions for North American travel:
Tickets must be purchased by January 15, 1999 for travel through April 30, 1999. Tickets must be purchased at least 14 days prior to the start of travel. A Saturday night stay is required. Tickets are non-refundable and deepest discounts are generally available for Tuesday, Wednesday and Saturday travel. Seats are limited and other restrictions apply.
Terms and conditions for international travel:
Fares apply to selected destinations only. A 7-day advance purchase is required and tickets must be purchased within 72 hours of making reservations, but not later than January 15, 1999.
Travel dates to Europe: fares are valid for travel originating January 11-March 25, 1999. Fares are slightly higher for travel originating March 26-April 24, 1999. All travel must be completed by April 30, 1999.
Travel dates to Asia: Fares are valid for travel originating January 11-March 31, 1999. All travel must be completed by April 23, 1999.
Fares shown apply Monday-Thursday. Fares for travel on days other than those specified are slightly higher. Travel is not available to Taipei and Hong Kong February 11-19, 1999 and from Taipei and Hong Kong February 19-27, 1999.
A Saturday-night stay is required and stopovers are not permitted.
Air fares are nonrefundable. Seats are limited and may not be available. Fares are subject to change. Some travel may be on Northwest Airlink/Northwest designated affiliate-partner flights. Other restrictions may apply. Some fares are subject to government approval. Some trans-Atlantic and trans-Pacific flights are operated by KLM/Continental or Northwest/KLM designated partners.
>> More <<
Northwest
**********************************
Northwest, Continental Share Codes
**********************************
Beginning today, Northwest and Continental begin linking a major portion of their domestic flight schedules, and implementing more international flights. Northwest and Continental will start code-sharing on approximately 850 domestic and international flights to 95 destinations.
Continental will code-share daily on Northwest Airlines and Northwest Airlink domestic flights, including cities where Continental does not fly, such as Sioux Falls, S.D.; Boise, Idaho; Knoxville, Tenn. and Spokane, Wash. Northwest, likewise, will code-share daily on Continental and Continental Express flights, including cities where it has no service, such as Corpus Christi, Texas; Charleston, S.C.; Scranton, Pa. and Daytona Beach, Fla.
Continental will also begin code-sharing on select Northwest flights to Canada, such as Calgary, Alberta; Vancouver, B.C; Edmonton, Alberta; Saskatoon, Sask., and Winnipeg, Man. Continental provides daily service to Calgary and Vancouver, but does not operate its own service to Edmonton, Saskatoon and Winnipeg.
On December 29, Northwest and Continental initiated international code-sharing on 28 weekly flights between the U.S. and Japan, and 21 weekly flights beyond Japan.
In addition to code sharing, the alliance includes reciprocity between the two carriers' frequent flyer programs and reciprocity of airport lounge club membership privileges in the United States.
>> Editorial Comment <<
Airlines have labored long and hard to position code sharing as a consumer benefit. Is it?
Answer: sometimes. If the code share is on a partner's connecting flight (where a single flight number covers connecting flights operated by both partners), then presumably the two cooperating carriers will have adjusted their schedules, ticketing and baggage-handling procedures to insure an efficient, timely connection between the flights. So the consumer would benefit from the better integration of the connecting flights. Presumably, but not necessarily.
What is always true of code sharing is that it is implicitly misleading. The flight number (which always includes the airline's code) suggests you will be flying on airline X, whereas in reality you will be flying on airline Y. So, there's a problem in principle with the concept. In practice, where two cooperating airlines offer similar aircraft and comparable levels of ground and inflight service, it's arguably a wash. No harm, no foul. Problems arise, however, when you find yourself on the receiving end of inferior service provided by an airline you weren't aware you'd chosen.
At the end of the day, code sharing is driven by commercial considerations--it's about reducing the airlines' costs by rationalizing operations, and increasing revenues by selling more seats (taking advantage of the way reservations computers display connecting flights). It's not about serving the customer better, although it might have that effect. And it could result in poorer than (or different than) expected service when the carrier issuing the ticket is not the carrier operating the flight.
Caveat emptor.
*************************************************
Use of the Internet by Travelers Continues Growth
*************************************************
According to the following figures released this week by the Travel Industry Association, travelers' use of the Internet has increased significantly since 1996.
The number of travelers who use the Internet has grown by more than 141% in the past two years, increasing from 29 million users in 1996 to 70 million in 1998. In addition, 33.8 million travelers used the Internet for travel planning, up 11.7 million in 1997 and 3.1 million in 1996. Nearly half of all travelers who use the Internet use it to get information about destinations or to check prices or schedules.
***************
PAL Soldiers On
***************
In case you have been following the saga of Philippine Airlines' brush with bankruptcy and are wondering where the airline finds itself on the road to revival, following is the latest.
Notwithstanding official comments to the contrary, Cathay Pacific is one of two international airlines still in discussions with PAL regarding a bail-out. The other is Northwest. Earlier, Cathay was reported to be on the verge of making a substantial investment in PAL, in exchange for a controlling interest in the carrier, only to break off discussions.
PAL owes its creditors over $2 billion. The Philippine government has indicated that it cannot, and will not, unilaterally assume control of the airline.
Until next week...
|
