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.
United Upgrade Runaround
"I have been trying to upgrade on the San Francisco to Maui flight for three months. Periodically the flight shows first is available to Maui and business available from Maui. If you book online your award is put in a cue that won't be confirmed until 24 hours before the flight. If you call an agent they tell you that the seats will be available soon. I have been hearing soon for the last two months. United changes the Hawaii flight on 1 July to 5,000 more miles each way PLUS $500 surcharge for the award privilege.
"I think they are holding back on awards until they can charge more both points and dollar wise." [Dave A.]
All-Powerful Flight Attendants
"Last week I flew Chicago to DC via Detroit on a Delta ticket but NWA equipment and crew. There was a 37 minute connection time in Detroit for a half-mile trek, which may have been 'legal' but still seems dubious to me.
"NWA in Chicago and I decided the only way I could make the connection (I am a 'senior' and not able to walk fast) would be on a wheel chair, which was therefore ordered. The flight was late in deplaning (the NW flight attendant had been rather scornful of my fear of not making the connection). The wheelchair was waiting, but it turned out that the person pushing the chair had two passengers to tend. I therefore had to wait while he returned to get the other person and, worse still, when we arrived at the end of the 'shuttle' he took the other passenger to her gate before taking me. When we arrived, the gate was closed. The plane was there, however, and they were willing to have me board but said I could not take my carry-on (regulation size, by the way), one of which was a roll-on with a computer, the other full of cameras and lenses and other valuables.
"Since I was travelling in First, the gate person was not sure I could not find space, so I took in the roll-on, for which there was space above. When I returned to get my cameras he announced he had sent that bag. I told him in slight panic that that bag had my passport, among other things. He managed to get the bag, at which point the flight attendant announced she did not want me on her flight. The gate people would not explain until I had returned outside, at which point they said she had decided I was too agitated and would remain so for the trip. There was no further reason for me to be agitated once I had my camera bag with my passport (everyone to whom I have told this story has agreed there had been ample cause for agitation). They told me they could not overrule Madame the Flight Attendant, so I was forced to take another flight two hours later. NWA would not telephone the person meeting my flight and pointed to the pay phones nearby. Should I add that I have some 700,000 SkyMiles waiting to be used, that my ticket stated clearly that I was a Delta SkyMiles Platinum card holder, and, lastly, that I was not drunk?
"I have written both NWA and Delta about this, telling Delta they have some 'reeducating' to do. NWA has so far not bothered to answer my complaint." [Nancy E.]
Avoiding Auto-Tip Restaurants
"Is anyone else avoiding restaurants which include a mandatory delivery charge for bringing the food to the table?
"I'm irate about the addition of an automatic 'TIP' added to the bill because it's really a delivery charge. The menu price is only for the food itself until it's placed on the outgoing waiter shelf. Last month two very upscale San Diego restaurants computed a 'tip' (at 22% and 21%) and then printed a line below the 'tip' which stated 'You may add an additional tip if desired.' When I crossed out and reduced their 'tip' the manager accosted me on the way out saying the charge was mandatory and I hadn't paid my full bill. Won't go back to either restaurant of course and now ask in advance about total food costs.
"This reminds me of the fake 'resort charge' which hotels attempted without advance disclosure many years ago. I hope the restaurant owners are reading this as well as Southwest Airlines because both restaurants were listed in their 'frequent diners' program." [Lawrence L.]
Lost Cruise Deal
"VACATIONSTOGO.COM like most cruise line companies advertise some very good cruise deals, especially last minute deals. My experience after 14 cruises is to act fast because the rate can change quickly. Sometimes in less than a day. Most cruise discount companies like VACATIONSTOGO have a form you must submit for availability or they want you to call their 800 toll free number for their sales pitch.
"Few allow you to book immediately Online and pay by credit card.
"I jumped on a VACATIONSTOGO deal for MSC Cruise ship Poesia leaving Venice, Italy on April 7, 2009 = 11-nights Greek Islands. A category 04 - $699.00 plus $53.33 tax per person. I sent in the form and bingo, Leo, a VACATIONSTOGO representative responded by e-mail stating "I just checked the MSC cruise line and can get you guys on."
"I'm vacationing in Buenos Aires, leaving on a MSC cruise to Venice that arrives April 6, 2009. So, the Greek Island MSC cruise was perfect timing and a great deal. I asked Leo to call me because I'm unable to make a long distance telephone call from my rental apartment. Owners put a lock on long distance calls.
"Leo is off on Fridays. So, guess what? Yep, the deal is lost. I contact another VACATIONSTOGO representative Serena. Serena is full of apologies and a very fast talker -- like she's reading from a prepared script when something like this happens to a client. Serena has a tone that you immediately recognize as uncaring about your situation. I can't get a word in with fast talking Serena.
"Maybe, 3 hours later Leo telephones and apologies and claims the 2 hour time difference was a factor. Buenos Aires is 2 hours ahead of EST. Yea, sell me the Brooklyn Bridge.
"VACATIONSTOGO needs to take responsibility when they mess up like most professional, quality service organizations do when they fail to provide service. An apology is fine but I lost out on a cruise deal and VACATIONSTOGO refused to make up the difference in cost that went up from $699 to $1,049. VACATIONSTOGO was happy to book me at the new rate but unwilling to take responsibility. So, my wife and I will not be celebrating our anniversary cruising the Greek Islands. VACATIONSTOGO lost a customer and a recommendation to everyone I know in life that cruises." [Michael Z. - New York, NY]
Until next week...
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