Issue #68  --  November 18, 1999

<< U P F R O N T >>

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Tips from Chris
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As mentioned in last week's issue, we are pleased to be offering you tips from business travel expert Chris McGinnis. In this and future issues, look for Chris's tips in the Business Travel Tips section. We begin the series, logically enough, with Chris's suggested "things to know before you go."

<< M I L E S >>

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American, Swissair and Sabena Link Programs
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Beginning November 23, AAdvantage members can earn and redeem miles for flights on Swissair and Sabena, and members of the Qualiflyer program can earn and redeem on American.

The frequent flyer program link is part of an expanded relationship between American and the 2 European carriers, which includes code-sharing on Transatlantic flights. Tomorrow, the group will submit an application to the DOT seeking antitrust immunity, which will allow the 3 airlines to coordinate their schedules and establish fares jointly.

>> More <<
o American
o Sabena
o Swissair

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United Airlines' "Gift of Travel"
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United Airlines customers may offer the gift of travel to friends and family this holiday season with the launch of Give Miles. Effective immediately, customers can purchase Give Miles online, which are e-mailed to the recipient along with a special electronic United greeting card.

Customers may purchase up to 15,000 Give Miles per recipient for $.025 per mile (plus an excise tax and processing fee) by visiting the web site, www.ualmiles.com . These miles must be purchased online by credit card and are added to miles in an existing Mileage Plus account. Purchasers need not know the recipient's account number. Customers should allow 2-4 weeks for the mileage to be credited to the recipient's account. This offer is valid for U.S. residents only through June 30, 2000.

>> More <<
United's Miles-for-Sale site

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LanChile, Alaska Airlines Link Up
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LanChile and Alaska Airlines have entered into an agreement to form a commercial alliance.

This new alliance includes a unilateral codeshare agreement, which provides customers with service from additional locations in the U.S., as well as participation in both carriers' frequent flyer programs.

Effective November 3, 1999, LanChile's airline designator code LA appears on Alaska Airlines flights from both Seattle, Washington and Portland, Oregon. Another important benefit for passengers is the reciprocal frequent flyer agreement in which members of both LanPass and Alaska Airlines' frequent flyer programs will have the opportunity to accumulate reciprocal mileage credits.

>> More <<
o Alaska Airlines
o LanChile

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Double ClickMiles for Double Purchases
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Earn double ClickMiles for qualifying purchases when buying online at 2 or more of the following e-retailers: cooking.com, CDNOW, Kbkids.com, eNutrition, eBags, Skymall.com and Officemax.com.

You must begin your shopping from the ClickRewards website. The offer is good for purchases made through December 31, 1999.

>> More <<
ClickRewards

<< S T E A L S & D E A L S >>

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Southwest Discounts Internet Fares
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Customers can travel for between $29 and $89 each way, anywhere on Southwest's published route system when booking on Southwest's website.

For example, customers booking on www.southwest.com can travel between Baltimore and Cleveland for $29 each way; between Baltimore and Jacksonville for $49 each way; between Baltimore and Orlando for $59 each way; between Nashville and Chicago for $39 each way; between Houston and Corpus Christi for $29 each way; between Phoenix and El Paso for $29 each way; between Los Angeles and El Paso for $79 each way; and between Dallas and Austin for $39 each way.

On the West Coast, Internet-only fares include all published Intra-California service, such as between Oakland and Los Angeles, between San Diego and Sacramento, and between Ontario and San Jose for only $44 each way.

From St. Louis, Internet-only fares are available beginning at $29 each way. Sample fares include between St. Louis and Little Rock for $29 each way; between St. Louis and Chicago for $29 each way; and between St. Louis and Louisville for $29 each way.

Special fares are also available from several Pacific Northwest cities if customers purchase via the Internet. For example, the fare between Seattle and Boise is $29 each way; between Seattle and Oakland is $39 each way; between Portland and Oakland is $39 each way; between Salt Lake City and Boise is $29 each way; between Reno and Portland is $39 each way; and between Seattle and Salt Lake City is $59 each way.

In addition to the Internet specials, the airline is bringing back its $99 fare sale for a limited time. For example, between Hartford and Los Angeles, Las Vegas, Oakland, Sacramento, or San Diego, a customer can travel for $99 each way, representing a savings of $89 each way off the lowest seven-day advanced purchase fare. Between Baltimore and Los Angeles, Phoenix, Reno/Tahoe, or Oakland a customer can travel for $99 each way, representing a savings of $92 each way. Also, a Customer can fly between Seattle and Orlando or Tampa Bay for $99 each way, a savings of $152 each way.

Both offers are good for roundtrip travel only, and an overnight stay is required. Seats are limited and will be unavailable on some flights that operate during peak travel times, including Thanksgiving, Christmas, President's Day Weekend, and Spring Break holidays. Tickets must be purchased by Dec. 15, 1999, and the first date of travel is Nov. 30, 1999, for the $99 or less fare sale.

For the Internet-only sale, tickets must be purchased by midnight Pacific Standard Time, Dec. 2, 1999. Travel must be completed for both offers by March 31, 2000. Tickets must be purchased within one day of making reservations, and at least seven days before departure. For the Internet-only sale, tickets must be purchased at the time of reservation, and sale fares are not combinable with other fares.

>> More <<
Southwest

<< I N D U S T R Y U P D A T E >>

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American Will "Size" Carry-On Bags
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American Airlines and American Eagle are taking steps to speed up the boarding process and improve customer access to available carry-on storage space aboard aircraft.

To that end, American will install on Dec. 1 carry-on baggage sizer panels on X-ray machine conveyor belts at many major domestic airport security checkpoints. Several other major airlines also have installed the sizer panels in recent months.

The panels provide a template that ensures carry-on luggage meets American's existing size requirements. The panels allow standard roll-away type luggage and fold-over hanging bags to pass through and be carried onboard as long as they are not overstuffed. Dimensions for the panels are 15 X 9 inches for standard bags with a little extra room at the top for outside pockets, and 24 X 5 inches for fold-over hanging bags. (See link below for a photograph of the actual sizer.)

The airports where the panels will initially be installed at American and Eagle security checkpoints are: Dallas/Fort Worth, Chicago O'Hare, Miami, New York Kennedy and LaGuardia, Los Angeles, Boston, Newark, San Francisco, and Kansas City. Other airports will follow in the coming weeks and months. Bags that do not meet the size requirements will have to be checked at the ticket counter or at curbside. Initially, American will post employees at security checkpoints to help customers get used to the panels and direct those with oversize bags back to a special location to check those large bags.

>> More <<
Photo of American's new sizer

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Strike Threat Looms Over US Airways
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As the end of a 19-day marathon of contract talks approaches, US Airways flight attendants are prepared to create CHAOS at the airline, if they don't have a contract in hand by November 19.

AFA vows that if there's no agreement by November 19, the union will ask the National Mediation Board to declare an impasse and start the federally- mandated 30-day cooling-off period. If no agreement is reached by the end of the 30-day period, flight attendants will engage in CHAOS. Creating Havoc Around Our System is a strike action that may take a variety of forms. Flight attendants may stage a mass walkout for a day or a week or strike individual flights.

Talks between the airline and AFA are continuing in Washington, DC. Approximately 10,000 flight attendants are employed by the airline at bases in Charlotte, Boston, New York, Philadelphia, Pittsburgh, Baltimore, and Washington, DC. All are members of AFA, the world's largest flight attendant union.

>> More <<
AFA's website

<< T R A V E L O N L I N E >>

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Priceline.com Adds Remaining Major Airlines
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Until this week, Delta was the only one of the U.S. Big Three airlines participating in priceline.com's name-your-own-price service for leisure airline tickets. No more...

With the just-announced addition of United Airlines, American Airlines and US Airways, priceline.com's inventory access will increase by 94%. United is the nation's largest airline, American is second-largest and US Airways is fifth-largest. Priceline.com now includes all of the nation's major full-service airlines as partners in its airline tickets program: United, American, Delta Air Lines, US Airways, Continental, Northwest, TWA and America West.

Priceline.com also has 20 major international airlines participating in its airline ticket service.

United officially begins writing tickets this week through priceline.com American and US Airways will begin writing tickets through priceline.com within a few weeks, although it typically takes 6 to 8 weeks for new participating carriers to fully utilize the priceline.com airline system.

Delta has agreed to restructure its existing priceline.com equity position to facilitate the entrance of United, American and US Air to the priceline program.

>> More <<
Priceline.com

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Travelocity Increases Capacity, Features
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Travelocity.com this week announced the launch of several website enhancements and a 50 percent increase in network capacity, as follows:

-- Alternate Airports Feature -- When searching for low fares, members now have a new companion feature to Best Fare Finder that automatically searches nearby airports within arrival or departure cities for lower airfares and displays options via an interactive window. In addition, airfare savings and driving distance between the original and alternate airports are also included. A recent example suggests instead of flying from Boston's Logan Airport to Los Angeles' LAX, try Manchester, New Hampshire to Burbank, Calif. for savings of more than $350.

-- Flight Tracking -- Members can visually track the path of a specific flight in route to a destination by entering the flight number or city and time. Members can also track flights from the exact moment of departure to touchdown, using real-time flight departure and arrival information. As an added bonus, members are able to view a national flight delay map with weather conditions, as well as receive notification of possible delays through an alphanumeric pager using the Flight Paging service available through the site.

-- Hotel Mapping -- Compare hotel options. Once the city, date, and amenity requirements have been entered, Travelocity.com displays an interactive map of all the available hotels that meet the designated criteria. Members can view each hotel's location in proximity to areas of interest while also viewing other comparison information such as the price, name of the hotel and the hotel chain.

-- Network Upgrades -- Travelocity.com has upgraded its server and increased network capacity by 50 percent.

>> More <<
Travelocity

<< B U S I N E S S T R A V E L T I P S >>

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Things to Know Before You Go
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The following is the first in a series of business travel tips extracted from Chris McGinnis's "The Unofficial Business Traveler's Pocket Guide--165 Tips Even the Best Business Travelers May Not Know."

>> Stay Inside the Information Loop

Among business travelers, the phrase "knowledge is power" rings truer than ever. While a basic understanding of this $160 billion market is important, sometimes it is the details that can make or break a business trip. How would you know how to ask for an upgrade to first class if you didn't know it was even a possibility? How would you find out that a new non-stop flight to a well-traveled destination could shave a couple of hours or dollars off your journey? How do you find out about that new hotel just around the corner from your client in Denver offering double miles in your favorite airline frequent flier program? Smart business travelers have learned to quickly sift through the mountain of news, offers, deals and come-ons to find out what and who is really worth listening to.

Read up! Stay in tune with the travel industry. Aside from what you are holding in your hands, here are some of the best sources of business travel information.

o CNN occassionally covers business travel topics on its "Morning News" shows, on "Headline News," and on its CNN Airport Network. The Weather Channel also offers helpful business travel news and tips during early morning hours when most business travelers are watching.

o The "Wall Street Journal"'s "Takeoffs & Landings" column, which appears in the Friday Weekend Journal section, usually begins with a topical article on the first page and continues on a full page deeper in the section.

o In addition to the travel industry news reported in "USA Today"'s Money section, a special column (aptly called "Business Travel") appears every Tuesday. Also watch for "USA Today"'s business travel pullout sections, which appear every quarter.

o "The New York Times" runs a helpful "Business Travel" column every Wednesday in the Business Day section. The Sunday Travel section is also a good place to look. Although mostly devoted to leisure travel, you'll find periodic reporting on business travel topics. Especially helpful is a regular feature called "The Practical Traveler."

o The business sections of some smart local papers now carry local or syndicated columns addressing the business traveler. See the "Los Angeles Times" "Executive Travel" column every Wednesday and the "Atlanta Journal-Constitution" "Business Traveler" and the "Philadelphia Inquirer" "Business Travel" columns every Monday.

o "Conde Nast Traveler" and "Travel and Leisure" magazines usually include at least one good business travel report in each issue.

o There's a plethora of helpful travel newsletters and magazines, but the best for business travelers include the "Consumer Reports Travel Letter," which covers the industry with factual, objective Naderesque zeal ($39/year, tel: 800-234-1970); "InsideFlyer" for frequent traveler information ($36/year, tel: 800-767-8896); "Frequent Flyer," which is usually sent along with the "Official Airline Guide" and provides good national and international coverage ($24/year, tel: 800-323-3537).; "The Ticket," which is mainly for business travelers based in the Southeast ($34/year, tel: 404-327-9696); and "Best Fares," which helps travelers with back-to-back or hidden-city fares and other travel deals ($49.95/ytear, tel: 800-635-3033). Hard-core information seekers should look into trade publications: "Business Travel News," for corporate travel managers ($95/year, tel: 800-447-0138), or "Travel Weekly," for travel agents ($29/year, tel: 800-360-0016). Call and ask for a trial issue, then decide whether or not to subscribe.

o Other sources include frequent flier program statements, travel agency newsletters, and the best source of all--other business travelers.

Chris McGinnis
Travel Skills Group
PO Box 52927
Atlanta, GA 30355
http://www.travelskills.com

<< R E A D E R R A N T S & R A V E S >>

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Service Center Contacts
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Hi Tim,

I was very interested in reading your rant about contacting customer service centers because I can certainly relate to your frustrations.

I have had similar problem with Alaska Airlines. A couple of years ago I was almost pulling my hair out trying to get proper flight credit for members of my family. I too, wore out the redial button trying to get through to customer service and then put on hold for eternity. What was really frustrating was the fact that I had to phone and fax several times over a six month period before they got credit for the flight they took.

I also experienced frustration with people at United and Northwest. United never responds to my request for information about Mileage Plan. I have asked to receive copies of their newsletter to no avail. A similar request to Northwest only resulted in them saying that they spend enough money keeping their members informed that they were unwilling to provide Eliteflyer with any information. Talk about frustrating.

The one airline that has been very cooperative and quick to respond has been Canadian Airlines.

Ahhh!!! I feel better now that I have vented.

Regards,

 - Jason, Eliteflyer.com

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Continental, Toll-Free
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Just a comment about the non-toll free call to Continental OnePass.

I too had been a little frustrated about that, until just a couple weeks ago I learned that if you call their toll-free Reward Desk Line, one of the numbered selections will take you (free) to OnePass Customer Service or the InfoPass line.

Unfortunately, I don't know if Continental might "fix" this "problem" if news of this got spread around too far...

 - Brian

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United vs. Delta
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I also find your newsletter very helpful and valuable, and look forward to it each week. I thought of the gentleman who reported on his experiences at Denver w/United personnel when I, a United Premiere, patiently waited for service at PDX October 30th. I had a United travel voucher to use against another ticket I wanted for Florida in the spring, and I had found flight itinerary & price I wanted beforehand on the net. I waited 15 minutes by a sign saying "purchase tickets." One staff person told me the lady adjacent would help me as soon as she was done checking people in for a flight. So, I continued to wait patiently. Well, that moment came, and the lady turned to me and said, "what are you doing there?' I started to explain, and she told me her job was solely to check people in (there weren't any, of course), that I wasn't standing in the right place, and she proceeded to berate me for several minutes. Finally, I said, that's enough speechmaking. here is my passport, credit card, premiere card, and voucher. Here also is the trip itinerary I want. I have a flight to catch and would like to take care of this. Well, taken aback at my unwonted assertiveness, she responded with the observation that someone else should wait on me. I said no, you do it, and let me move on. She eventually quit lecturing me in a hectoring tone, and did as I requested. There was no apology. The really sad thing about this is that her ID identified her as the service manager on duty that morning. I hold my nose about United personnel who behave like this. In contrast, I am shifting more and more business to Delta where I have encountered only good manners & a dedication to service. Also, in-flight service is better than ever.

 - Helen

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United, Barking (cont)
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I just read your Crier letter for Nov. 11 and I would like to respond to your article entitled "United, Barking" -

My father is a Captain for United Airlines and I have been given the privilege of using stand by employee companion tickets to fly the airline. Since my move to San Francisco in early 1999 - I obviously fly United in and out of SFO. Below is a letter I sent to my father in reaction to a VERY POOR experience I had with an agent in SFO - much like the one described in your recent newsletter.

In my case - I never sent the letter to United, but rather to my father to handle, as I did not want to step on his toes since it is his employer. However, after reading your article and the experience this person had that was so extremely similar to mine, I felt it would behoove me not to respond.

I happened to get the name of the agent who was rude to me. His name was J*** B*** and I wonder if it was the same person who treated your writer so badly. In any event, my hesitancy to make a stink about it was in consideration of my father, but I can't stay quiet, especially after reading your letter. This is something United Airlines should be aware of... the fact that one or many of their SFO flight crew are unprofessional is starting to make them look bad and effecting customers in such a way that they are reconsidering flying that airline again.... me included, and my father is employed by them... go figure.

Please read below:

Hi Dad:

Here is what I recorded after my experience at the SFO Airport - September 3, 1999 5:00am. Not sure how you want to handle, but I don't think this guy should get away with what happened...it was sort of unprofessionally handled. Let me know what you think......

******************

Never in my years of flying with my father's companion ticket have I ever experienced what I experienced this morning. The United employee's name is J*** B*** and he was nothing but rude. I was headed to NY with my father's companion ticket for which I was listed for First Class.

Dressed in khaki dress pants, dress sandals and black sweater, I approached the first class ticket counter for check-in. Nit realizing SFO has a specific area for United Employee check-in, I approached the First Class counter. Little did I know what I was in for that morning.

Jeremy, who was the ticket agent at this counter, took my ticket and proceeded to point out that I was in fact in the wrong spot and indicated where I 'should have checked in' - and in a short and curt manner offered to check me in anyway, as if he was doing ME a favor. At this point he sent out a very rude vibe - condescending in nature...

I thanked him anyway as he proceeded to ask me if I was already listed - I said yes.

After a moment of computer work, he looked up and asked me what I was wearing.
While doing so he came from around the counter and checked out my attire (which I have worn on previous flights as a stand by companion). He proceeded to ask me if I was wearing panty hose... then he answered the question for me as he turned over my companion ticket and manually indicated that I was in violation of the code . He then indicated that my shoes could 'very well' be considered beach shoes or flip flops and that it didn't look likely that I would be permitted on this flight.

He was extremely rude and condescending. As if this was not enough, he added that he would be attaching a note or an "FYI" to my father, a senior captain for the airline and an employee for 35 plus years, that his daughter was not aware of the rules of dress. This was not necessary - and what I would consider unprofessional.

as he handed me my ticket he again emphasized where I should check in for companion tickets...and to be more aware of check in area next time.

I walked away from this experience very very upset. Upset that I was treated poorly, but also with the idea that my father has worked long and hard for this benefit and for me or any one of his family to be treated in this manner was uncalled for. what is upsetting also for the airline is that if Jeremy is treating other employees like this, how is he treating the revenue customers???

I respect United's dress code - and recognize that my shoes, though not flip flops, could very well be considered a violation of the code....there is a way to treat people with common courtesy that should go along with the benefit of participating in the companion tickets, that was severely lacking that day from Jeremy.

He as well as all employees should be reminded of this just as much as they are reminded to enforce such a code.

I can honestly say that this negative experience alone has made me seriously think twice about United and its customer care/service..... something that can make or break a business in today's competitive marketplace.

 - Joey

<< S I T E 2 S E E >>

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TravelProblems.com
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With the busiest travel day of the year just one week away, TravelProblems.com announces the launch of its travel complaint management website to help passengers with issues ranging from delays to overbooking to rude agents.

Founder David Jarashow, an attorney with mediation and arbitration experience, will contact airlines on behalf of passengers to negotiate settlements in the form of refunds, credits, frequent flyer miles and upgrades.

TravelProblems.com will charge a flat fee of $25 for its complaint management service for claims under $200.00. This includes all correspondence, phone calls, faxes and emails in the pursuit of a negotiated settlement. If Travelproblems.com is unable to reach an agreeable settlement, they will promptly issue a refund.

In addition to handling the claims correspondence, TravelProblems.com will forward a copy of airline-related complaints to DOT.

>> More <<
TravelProblems.com

Until next week...