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 Frequent Flyer Miles
"Hi, I am a UA frequent flyer and I have had great luck using my miles for trips. I just got back from Hawaii and am going to DC in the fall; all using my miles. A couple of other people traveling with me are doing the same.
"So far I have been very happy with UA. I try to be reasonable and polite and so far things have gone well. I will continue to use UA over other airlines." [Margert from the Bay Area]
Problems Redeeming American and United miles
"I don't have trouble using miles on either American or United. If the person complaining literally had hundreds of thousands of miles, they probably wouldn't have problems either. Please check the quality of the comments on this site.
"High mileage flyers still get taken care of." [Joe L.]
American and United Award Availability
"To Kevin [writing in last week's newsletter], who was having trouble using his American and United miles for upgrades... if you are really sure you can't get your upgrades then turn your mileage into use through Hilton HHonors for hotels.
"I got so upset with American not being able to use my mileage for first class that's what I did, and so I have nice rooms and spend a little more for flights. It all works out about the same." [V.D.]
JetBlue and the Passenger Bill of Rights
"Hi, I got stranded for more than 6 hours last Friday in New Orleans Airport, due to a maintenance problem with the aircraft I was intended to board headed to Boston.
"JetBlue Rocks, it had an available empty aircraft in Orlando, that was flown up to pick all of us up, there were quite a few and every one was so patient. JetBlue gave us lunch and dinner vouchers, and within 5 business days, sent along vouchers for the entire round-trip fare (which was about $600).
"Am I surprised? No, JetBlue does it right. I fly them over my old standby American Airlines. I think it is good to let the positive feedback be known." [Louise M. - World Traveller]
Southwest Rant and Rave
"In one paragraph I'll try to both compliment Southwest and RANT about an amazingly lousy bit of anti-passenger activity.
"The rant without comment: We landed in Burbank after the usual long, hard work/travel day, stood up in line and as the door opened an SWSSDB (Southwest Self-Serving DingBat) bounded up the gangway and cheerily ordered the stews 'Hold the passengers while I empty the trash' And the stews said "OK." I'm too angry to dare comment but my personal letter to SW CEO detailed the stupidity and need for training -- or better, termination of the SWSSDB and both stews.
"The Southwest compliment: That same flight (the dingbat encounter) gained me a one-year free companion pass -- arguably one of the best deals in airline rewards for a husband/wife corporate team who frequently travel together on business and pleasure trips. We mostly limit our marketing to cities served by Southwest, primarily in CA which also wonderfully avoids United, American and other airlines on which I WAS 100k. But that's history." [Lawrence L.]
Continental Airlines Missed Transactions
"For the past year now, I've been doing a lot of shopping online through continental.com in order to get more miles for my OnePass account. However, I've found Continental's ability to record the transactions as very much 'hit and miss.'
"Sometimes they would credit my account and other times nothing would appear on my statements after the required 8 week wait period. I would then submit a credit request, which would often times be denied, as Continental would claim that they don't have a computer record of the transaction. Repeated attempts to get the credits have fallen on Continental's deaf ears, as their customer service representatives refuse to honor the credit request, though I provide all information -- usually just the paid receipt.
"Since I've purchased many big ticket items such as generators, washers and dryers, I've lost out on nearly 10,000 miles. At this point, I've switched to online shopping through Delta.com where I have never experienced this problem.
"Lastly, Delta usually credits my Skymiles account within 1 week of the transaction date versus Continental's average of 5-6 weeks. I urge other readers to avoid Continental.com and use Delta.com for their online shopping needs. Continental needs to improve their system or lose another customer. Like me." [John - Sumter, SC]
Bernie Madoff On the Wing
"So, why "everywhere," "everyday"?
"Oh sure, the carriers have to amortize the capital investment in the airplane. But after 31 years of 'deregulation' (is Alfred Kahn still alive?), one would think that 'yield management' would have advanced beyond hysteria in the corporate office.
"Meanwhile, bag fees, boxed lunches, boxed seats and a surcharge for trim tabs on landing is not cutting it.
"Can't remember the airline, but the greatest campaign ever was 'Hi! I'm Debbie! Fly me!'" [Ed N.]
[FrequentFlier.com replies - Alfred Kahn, who is known as the father of airline deregulation for his role in dismantling the Civil Aeronautics Board in the late 1970's, was very much alive and lucid several years ago, when I had the pleasure of interviewing him for a column on the effects of, what else, deregulation. I believe he's still an emeritus professor at Cornell. If memory serves, the "Fly me" ad campaign was National Airlines', also from the 1970's.]
Until next week...
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