Feedback from the Frontlines of Travel
We welcome reader feedback on issues related to travel generally and frequent flyer programs in particular. Please use this link to submit comments.
Foreign Versus U.S. Airlines
"I agree with China John [in last week's newsletter] that foreign Airlines do a much better job of providing service and value. U.S. Airlines' have abandoned any notion of a service culture and are greedy so they unbundle as many services as they can, and charge everyone irrespective of their loyalty status. I have been flying United since 1965 and even bought a lifetime Red Carpet Club card way back when.
"Even though I have Premier status, after my recent retinal detachment surgery, United wanted to deduct $150 on each ticket (my 4 tickets!) for cancellation, irrespective of whatever the reason for cancellation. I even asked for them to give me full credit on their airline so I can use that on United alone! In fact, their agents kept repeating that there is penalty no matter what, unless one is dead or will never again travel by the airline! Compare that with Singapore airlines' practice -- when SA was notified of my cancellation because of that surgery, they returned the full amount within 6 days. All of these tickets were nonrefundable. When U.S. Airlines terminate or cancel a flight they certainly don't compensate me -- I have to fight for everything I am entitled to by law.
"I am appalled at the poor service and cumbersome self-proclaimed rules of the U.S. airlines. I am in favor of the good old days when FAA regulated the airlines. As a free enterprise advocate, I am ashamed of the records being set by U.S. airlines for poor service and bad business practices." [New England Ben]
Foreign Versus U.S. Airlines (continued)
"I have had Air France or BA Amex cards for ten years and spent in excess 100,000 pounds on them. My experience with Air France is excellent but with BA:
" ~ Gate Gourmet service withdrawal while travelling first class redeeming airmiles. Compensation was 5% of the miles used... oh and the pajamas!
" ~ Baggage delay at Heathrow T5 resulting in a missed connecting flight at LAX. When I asked to change my return flight as a consequence of the knock on effect, was denied due to ticket type.
" ~ Daughter's illness identified to BA Amex and request to extend vallidity of Amex voucher on postponed travel denied... because I had another one. Amex approached BA for some slack on the expiration rules and were politely told to get lost. Sorry Amex, you will lose me.
"If you think all foreign frequent flier programmes are better than all U.S., think again.
"I am reverting to Air France and Lufthansa as my frequent flier programme of choice with airlines." [Sean H. - Solihull, UK]
Delta Miles Lost in Transition
"I have been waiting to link my Delta/NWA accounts based on NWA email news updates from last fall and early January that this would be done in February of this year.
"After the announcement of the merger of the two companies last fall, I checked my Delta account and found that I had 100,000+ miles in the Delta account but was an infrequent flyer on Delta as I post miles earned on my NWA account whatever SkyTeam alliance member I would fly. I have been a Platinum member of NWA's program since platinum was created. Thus, I followed and waited for the process to be put in place to merge the accounts on the NWA side of the business. Received an email from NWA on 4 Feb. stating that the accounts and miles could now be merged.
"Much to my surprise when I opened the Delta account on 4 Feb. I found 0 miles available for transfer instead of what I thought would be slightly over 100,000 miles to transfer to my NWA account. I contacted Delta immediately only to find out that they were enforcing their inactivity rule even during this transition to the new company and that my miles expired middle of January because of the inactivity. I have since protested in writing describing that I was following the procedures that were put in place to merge the Delta/NWA accounts (no earlier than Feb. 09) thinking that all was well and recognizing that in the past (as recently as last summer 2008) Delta had contacted me by mail informing me that I had miles expiring and that I could use the expiring miles for such things as magazines, etc. (which I did take advantage of at the time that I was notified of the miles expiring by taking subscriptions to selected printed materials). At no time since the announcement of the purchase of NWA by Delta had I been informed by mail or on the Delta web site that the 100,000+ miles would expire in January.
"I was ready to merge the accounts at the end of last year but could not do so based on their (Delta/NWA transition committee) need to put a transition process in place to handle the accounts from their respective companies. Delta at this time has chosen to enforce the inactivity rule but as I have pointed out to them I was ready to merge the accounts at the time when the miles were, in effect, valid and transferable. Because the transition process/procedure was not in place prior to that expiration time (a matter of a couple weeks), I am to lose the miles and feel wonderful about the new company emerging at the end of this year..." [E.M.B.]
Mysterious $49 Fee for United Flight
"My daughter and her two friends purchased airline tickets from United Airlines to fly from Wilkes-Barre Scranton airport to Orlando, Florida on January 31, 2009 and returning on February 2, 2009.
"When they approached the check in they were told that if they did not pay an additional $49.00 for their flight they would not be able to board the plane.
"My daughter questioned the ticket agent and she said that if she had anything to do with it they would not board the flight.
"I have tried to contacted United Airlines and to no avail. They are always busy or on line when you enter the information the computer cuts out and no information is able to get to United Airlines.
"Do you or anyone know why they had to pay an additional $49.00 for their return flight home? In my mind I believe this is what is called extortion. I think the girls should be reimbursed for the fee." [Fran W.]
[FrequentFlier replies - Of all the many fees currently being imposed by the airlines, I can't think of one that's $49. When you do reach United -- try their reservations line -- let us know what it turned out to be.]
Until next week...
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