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.
More Thoughts on National's 'Fly Me' Ads
"One of your readers says: 'My thought was that "fly me" was a National Airlines promotional ad, but far be it of me to try and say so. And, who the heck is flying all the time now that would even remember National Airlines?'
"I was in my mid to late 20's during National's popular ad campaign and I'm still flying around at age 61 along with others my age and older, and when I qualify for senior rates I'll fly even more. Plus, if you figure that people ten or fifteen years younger than me would remember flights on National if they had half a brain, and those folks would be in their mid 40's to early 50's now and obviously they are still flying around. It's only been 29 years since National evolved into Pan Am with the merger." [Don B. - Miami Lakes, FL]
"Since we can't resurrect National Airlines, maybe can find the advertising agency!
"The other memorable moment was a jingle that went 'Coast-to-Coast-to-Coast with National Airlines.' The third leg being the Gulf coast.
"It was a catchy line (still is, 40 years later!), but not enough to save the airline." [Ed N.]
"I was a travel agent for 39 years, retired in 2006.
"'Fly Me' was indeed an ad for National Airlines. It got killed when they decided to do a joint ad with National and Norwegian Royal Cruise Line (I think that's the name.) The ad featured a National 'stew' saying 'Fly Me' and a handsome officer from NRCL saying 'Cruise Me.' It was quickly pulled when the gay community got hold of that. Everybody wanted to 'cruise' the Norwegian officer. Yeah, that was really a long time ago. I think the ad campaign lasted less than a month." [Scott S. - Fruit Heights, UT]
Booking Changes With No Notification (Continued from Last Week)
"I also have had my FF reservations changed without notice and had I not checked on my reservation on line I would not have known.
"However, when Frontier changed my reservation giving me a 10 minute layover between flights I called them to tell them this was an impossible connection. The agent told me I could spend the night in Denver at my own expense and they would put me on the first plane out in the morning. I declined and decided to search for myself. A few weeks later a very nice rep from Frontier called me to say that since the change was their going it was their obligation to find me different reservations that would work. And they did!!! I told her what the first agent said and she told me that was not how they do business and she apologized.
"Mind you I was using a free ticket to fly from Omaha to Denver to Orlando and back the same route. Frontier returned me on a United flight for no additional charge. I was grateful and complimented them on their wonderful customer service. Now I do check on my reservations from time to time.....just in case." [Phyllis]
"In March, I had booked nonstop Christmas time FF award tickets to Hawaii on non-stop United flights. I recently made a business travel ticket purchase on united.com and upon completion found that 'my itineraries' included a trip to San Francisco. I panicked thinking I had just made an error on newly purchased ticket. After some deep breathing, and clicking on the SFO flight I learned that United had changed my Hawaii nonstops to 1-stop tickets with significantly changed flight times.
"I never received an email notification of changes. (Note -- keep checking your long term reservations for schedule changes.)
"I took a couple of days to research the new schedule changes and options. I really needed nonstop flight as my mother will be 86 and uses oxygen (otherwise healthy and mobile). When I called United and spoke with award reservation folks, I asked if we could take nonstop flight a day earlier to avoid losing a day of vacation. Because the new schedule had only a red-eye return (not best for a senior) on our original date, I asked for a different date that had an afternoon flight similar time to our original departure. United granted both requests without charges or drama.
"Obviously we were flexible on dates, but not flexible regarding the nonstop flights. We'll spend a couple of extra days in Hawaii, but it's a price we'll pay! The United agent was extremely helpful and courteous. They accommodated our requests without hassle. Hopefully there will be no more schedule changes before the holidays.
"Other news just learned -- on 5/14/2009 United apparently changed their policy on use of portable oxygen concentrators. Before they were banned in flight, now they can be used. Saves the expense of paying United for oxygen in -flight." [Kathie L.]
US Air - Horror Stories!
"I fully empathize with the family that traveled from London to Charlotte, with the worst service from US Air!
"Last year I had used my frequent flyer miles to fly to Singapore and back -- the sector from SFO to PVD was on US Air (first class). While I had my email confirmation, when I checked in at SFO, US Air agent could not find the record (he was eager to get rid of me so he can continue talking to a female colleague)! When I insisted, he quickly issued an economy ticket to me and the service was absolutely the worst I had ever experienced! That was the last time I flew US Air -- I do not look at United flights which are code-shared with U.S. airlines any more! I wrote a long letter to US Air President, providing names, details, dates, etc. -- not even an acknowledgment!
"I specialize in advising organizations in services marketing -- the U.S. airlines do not understand that every dissatisfied customer is another nail in their coffin! I never fly U.S. airlines anymore for overseas trips! When U.S. airlines go bankrupt or congress changes ownership restrictions, may be we will get airlines management that is concerned with better customer service!" [Traveler from Rhode Island]
Transferring Miles to Cathay Pacific's Program
"Tell the person asking about transferring miles to Asia Miles [in last week's newsletter] that if they could do it (you can't), it is a crazy move.
"Asia Miles requires far more miles for the same trip than almost any other program. So leave the miles with the other airlines and get more flights out of them. Cathay Pacific is a much better airline than the others, so he'll enjoy the CX flights more, but don't try to waste the miles." [Mike S.]
Honesty, the Best Policy
"O.K. Here's the customer 'sledge hammer.'
"To the extent Southwest Airlines may be re-thinking its pricing model, there is this.
"If you can't cover costs, raise the fares. It really is that simple, and the public will buy it.
"Bag fees, cocktail fees, toilet fees, on and on ... this does nothing but make people mad! You could bag the advertising program with that attitude and save a lot of money.
"Fact is, airfares today, not even factoring inflation, are less than 40 years ago!
"To Southwest (and anyone else): Just, please, be honest." [Ed]
Until next week...
|
