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.
Follow Up to Last Week's "Booking Continental Awards Online"
"Apropos last week's entry, and because it may be historic, your readers may be interested in knowing your observations on whether there is a general benefit in seeking to book award travel by code-share rather than directly with the carrier where the miles are logged.
"My own suspicion, as well as actual experience going well-back from now, is that code-share seat availability is a hidden, if not also lost, opportunity no matter whether domestic or international because the traveling public isn't up to speed to check it out.
"Quite candidly, on the piece submitted and you published, I was stunned at just how many award options were available on my search for domestic travel. And, as you may surmise, I'm not new to this." [Ed N.]
[FrequentFlier.com replies - With award availability as limited as it is, it's always worthwhile trying to book award travel on code-share flights or on flights operated by program partners. What we at FrequentFlier.com should and will do is put together a step-by-step guide for booking award flights, beginning with the straightforward (booking flights on the program operator) and progressing through the less obvious options, including code shares. Thanks for the suggestion.]
Delta-Northwest Merger Issues
"Greetings. Long time reader here. Can you cover the situation with Delta-NW?
"Issue #1 is Delta heralds the merger as smooth, but it is full of holes. For example, I recently booked on Delta site a trip home taking advantage of increase in MQMs by using K fare. That turns out to be NW flights. One CANNOT book seats on NW via Delta. In haste, I purchased thinking one can book a seat after purchase. NOT SO. One has to contact NW, via their site (if you have a NW FF #). NW does not use the DELTA Confirmation Number. Of course Delta disowns all responsibility, as does NW for Delta. Some merger!
"NW was able to book two out of four seats, but the main flights 'cannot be issued until flight' -- because i am not an elite flier on NW!! Although I do have an old NW number and some miles, no difference.
"And of course, if I cancel or change it costs me. You can bet I will be avoiding all NW flights.
"Issue #2 is Crown Room membership. Several months ago the Crown Room at Raleigh closed due to the opening of new terminal, yet Delta did not open the new Crown Room (American did, Delta's room sat empty to save $$). We were told by the staff that our membership would be extended, Delta on phone said, 'No, you can use other lounges when you travel, just not your main lounge at home from whence you travel the most!' Now, I'm being badgered to get the new Amex Card with 'free' Crown Room membership -- still no lounge as far as I know in Raleigh.
"Your thoughts?" [Dan C.]
[FrequentFlier.com replies - Regarding the DL-NW merger, I think we all anticipated that there would operational discontinuities of just the sort you've experienced. I would anticipate that most of those issues will be resolved toward the end of this year. As for the loss of your home airport lounge, I feel your pain. It certainly undermines the potential value of that pricey American Express card.]
Expired Aeroplan Miles (continued)
"I am the person that sent you the remarks that you included in your latest letter [last week's Crier], regarding expired Aeroplan miles.
"I feel that I should have some consideration from Air Canada/Aeroplan regarding the fact that they canceled my 70,000 miles based on some unusual circumstances. I would appreciate any suggestions or intervention by you, on my behalf, with them. One of the three people that I talked with was a 'supervisor,' but it appears that no one is empowered to make changes or exceptions to their rules, even for good cause.
"Before I retired, I was the President and COO of [a major corporation] of Canada. On more than one occasion I had to make a decision to allow some deviation from our published warranties based on extenuating circumstances where there was merit to do so.
"I am also a permanent Platinum American AAdvantage member with almost 3 million miles.
"I will look forward to hearing from you." [Richard E.]
[FrequentFlier.com replies - As a practical matter, we simply don't have the resources to evaluate consumer grievances and intervene with travel suppliers. In the frequent flyer program area, that would amount to a full-time job. All I can suggest is that you continue escalating the complaint to increasingly higher levels of management, until you reach someone who has both the authority and inclination to exercise some discretion on your behalf. As you correctly note, the rules are binding, until someone in authority decides to overrule them. Good luck!]
Until next week...
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