Issue #24 -- December 10, 1998
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Early Results of United's Carry-On Campaign
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United Airlines is reporting that it is pleased with early results of its stricter enforcement of long-standing carry-on bag rules.
The carrier has tightened enforcement in an effort "to improve on-time departure performance, smooth wrinkles in the boarding process for everyone taking its flights and reduce the risk of injury from falling bags in the cabins of its aircraft."
In addition to closer scrutiny of carry-on items by customer service representatives, United has begun deployment of a two-dimensional stainless steel template, or sizer, that accommodates bags measuring 9 inches by 14 inches. It is being installed at the front end of security screening X-ray machines through which all carry-on items must pass. If the bag clears the template, it qualifies to fly in the cabin either under a seat or in an overhead bin; if not, it is too large and must be checked for the flight.
The template was in place at two large hub airports -- O'Hare International in Chicago and Los Angeles International -- for the traditionally heavy Thanksgiving travel period. Others will be installed at more than 40 U.S. airports during the month of December.
At O'Hare, flight delays caused by cabin-checked baggage decreased 72 percent over the Thanksgiving period compared with a similar time period before the templates went into use. United claims similar results at Los Angeles.
Carry-on bags that conform to United's limits must be no more than 45 linear inches. That means the maximum dimensions are 22 inches (length), 14 inches (width) and 9 inches (depth).
As reported in last week's Crier, Continental has taken exception to United's "sizer" approach to the carry-on problem, claiming for itself the customer high ground by claiming that their solution is to add onboard stowage space. We support increased stowage space. But it's not a real solution: there must still be published size guidelines, and those guidelines must be enforced. Best case, then, would be a combination of more space, clear size/weight limits, and across-the-board monitoring and enforcement.
>> More <<
United online
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Reader Feedback
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>> The following was received from V.L., in reference to last week's article about Continental's tiff with United over the best solution to the carry-on problem...
OK, Your article on carry-on baggage "inspired" me to send a quick email. When I read the quote that "sizers would help remedy the "spoiled-brat petulance" of carry-on abusers", I nearly blew a fuse. (Editor's note--the quote was an airline flight attendant, not The Crier's opinion.) How absolutely, positively infuriating! It's not as if the service in the airline industry has been steadily improving. And to have them refer to their customers this way is an unbearable insult. It just shows the mentality in an industry that treats their customers with arrogance and self-righteousness now that it is finally becoming profitable. (ie; demand/capacity is at an all time high, albeit service is at an all time low)
While I agree with you that a solution must be provided on an industrywide/ carrierwide basis, I applaud Continental's attempt to improve customer service. And having spent the greater part of last year on an airplane, I do also empathize with waits because too many people bring in carry-on-bags. But I also experienced far more delays due to luggage handling snags for check-in bags or even losing my bags altogether (not too convenient to have to run out and buy a new business suit for a meeting). Airlines should be addressing the ever-growing culture of America of "quick and easy" rather than complaining. How nice it is to walk off a flight, greet your companions and exit the airport with no additional waits. Its about time the airline industry wake up to the fact that they are ignoring the one thing that makes them the most profitable - their customers. Maybe they should be asking their customers what solution they would like to see.
>> The next missive, from D.S., also concerns Continental:
I am a loyal Continental customer who generally pays full-fare. I fly Continental almost exclusively and have participated in OnePass for years. My current Elite status is Gold. While I believe the OnePass program is generally a good one - especially in terms of upgrades and the fact that the miles don't expire - I have never understood why it seems to be the overwhelming darling of those who pay attention to these things. In some ways, OnePass does have its downfalls.
Recent case in point: While it is true that previous Bronze and Silver OnePass Elite members have been "bumped up" to Silver and Gold levels respectively, Elite members who are already Gold are not bumped up to Platinum. Also, Gold Elite members used to receive a 125% mileage bonus, and now will only receive 100%. As someone who qualified for Gold Elite status in 1998 and was looking forward to participating in the highest level in the OnePass Elite program, I receive no more perks than those who only qualified for Silver. In fact, I now must compete with the influx of previously Silver members - now Gold - for many of the benefits. Unless someone can correct me, it appears that previous Bronze and Silver Elite members have gained a lot while Gold members have realized a net decrease in benefits. I don't quite understand why Continental has chosen to degrade the quality of the benfits received by its Gold Elite members, supposedly its most treasured and valued customers.
Other reality checks: Continental generally does not give bonus awards based on Fare Class. They do not let members use miles in exchange for discounts. Many of OnePass' reward mileage levels are higher than most, especially to Mexico, Hawaii, and Europe. Standard level rewards are rarely available, and can not be directly booked at all on Hawaii and Europe service (if you wish to redeem OnePass miles for a Standard reward to Hawaii or Europe, Continental will only assign a seat in Coach - itself rarely available - and waitlist the passenger for BusinessFirst. The only way to guarantee a BusinessFirst reward for Hawaii or Europe is to redeem an EasyPass reward at extremely high mileage levels (200,000 miles to Europe, 120,000 to Hawaii)).
Don't get me wrong. I am generally happy with Continental and OnePass. However, I don't recognize OnePass as the model frequent flyer program that many people seem to tout. For example, USAir's program has many progressive features that Continental doesn't offer. Continental has done a masterful job in gaining amazingly complimentary press on OnePass.
>> Rants, Raves?
Feel free to take issue with any opinions expressed in The Crier. We recognize that ours isn't the only viewpoint, and make it a priority to devote space to others' feedback. So e-mail us... if it's relevant, we'll probably reprint it.
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Holiday Travel Tips from Amex
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As part of its ongoing quest to position themselves as the travel experts, American Express has prepared a pamphlet with tips for international travelers. It includes some good advice, much of which applies equally to domestic trips.
Before Departure:
-- Make two copies of your passport, travel documents, travelers cheques
serial numbers and airline tickets. Leave one with family at home;
tuck the second in your suitcase.
-- Take only the charge cards you really need and a driver's license
with photo for identification.
-- Bring some "safe money" in the form of travelers cheques, just in case
the local ATM doesn't work or your money is lost or stolen.
-- Don't forget to take extra prescription drugs and other medical
"basics," as well as a spare pair of eyeglasses or contact lenses.
At The Airport/Train Station:
-- Don't bring expensive jewelry or even expensive-looking jewelry.
-- Never leave luggage unattended.
-- Be wary of impostor porters who may offer to help with your luggage.
-- Don't share a taxi with anyone you don't know.
At Your Hotel:
-- Keep all valuables in the hotel's main safety deposit box.
-- Don't display the sign requesting room cleaning services --
it identifies the room as unoccupied.
-- Don't let strangers overhear your sightseeing plans or other schedules.
On the Street:
-- Carry only the cash and travelers cheques you need.
-- Carry wallets in front pockets or keep pockets securely fastened with a
pin or velcro. If your carryall has a zipper, consider tying the ends
together with a trash bag tie for added protection.
-- Avoid ATMs which are not well-lit and secure, and quickly put cash out
of sight.
-- Be aware of "distraction thefts" by criminals working in twos and
threes.
-- Don't look or act like a 'ready' victim.
When Crime Happens:
-- Do not resist a robber (what you're carrying isn't worth your life).
-- Scream, yell and get help.
-- Get assistance from the hotel manager in contacting the police.
-- Get a copy of the police report for verification with insurance.
-- Call immediately to report lost or stolen credit cards or travelers
cheques. American Express can usually replace either by the end of the
next day.
>> More <<
The brochure, entitled "How to Have a Safe Trip: Tips for the International Traveler" is available by writing to: American Express Public Affairs, The Travelers Cheque Group, American Express Company, 200 Vesey Street, New York, NY 10285-4815.
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Look Out Full-Price Carriers... Here Comes Southwest
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Those living within driving distance of Long Island's MacArthur Airport will soon be freer to move about the country.
Southwest announced today that it will begin daily service from MacArthur Airport on Long Island on March 14, 1999. Southwest will operate 12 daily nonstop departures to four cities: Baltimore/Washington, Chicago Midway, Nashville, and Tampa.
The airline will offer eight nonstop flights to Baltimore/Washington, two daily to Chicago Midway, one daily to Nashville, and one daily to Tampa. Southwest also will offer direct or connecting service to 29 other cities such as Phoenix, Los Angeles, New Orleans, Ft. Lauderdale, Orlando, Houston Hobby, and Las Vegas.
Southwest is offering a $65 one-way unrestricted fare between Long Island and Baltimore/Washington, which is a 54 percent savings from the $140 one-way fare currently offered by other airlines between MacArthur Airport and Baltimore/Washington. Southwest Airlines' $65 fare is available on every seat, every flight, and every day between Long Island and Baltimore/Washington.
An even lower fare of $39 each way, based on roundtrip travel, is available with seven-day advance purchase for travel between Long Island and Baltimore/Washington. Seats are limited and an overnight stay is required. Tickets must be purchased within one day of making reservations and are nonrefundable but may be applied, if unused, toward the purchase of future travel on Southwest.
Customers can travel across the country for $299 one-way or less on Southwest Airlines. The unrestricted fare for travel between Long Island and Los Angeles, for example, is $299 one-way. Fares do not include airport-assessed Passenger Facility Charges of up to $6 each way and a federal tax of $2 per segment.
Fares:
Unrestricted, Seven-Day
Southwest Airlines Full Fare Advance Purchase Fare
From Long Island to: One-Way Each way based on
roundtrip travel
Albuquerque $279 $159
Austin 249 149
Baltimore/Washington* 65 39
Birmingham 149 89
Chicago Midway* 129 79
Cleveland 99 59
Ft. Lauderdale 169 94
Houston Hobby 229 139
Indianapolis 159 99
Jackson, Miss. 179 109
Jacksonville, Fl. 159 89
Kansas City 189 109
Las Vegas 299 179
Little Rock 209 119
Los Angeles 299 179
Louisville 129 79
Nashville* 129 79
New Orleans 209 129
Oakland 299 179
Oklahoma City 229 139
Omaha 199 119
Ontario, Ca. 299 179
Orlando 159 89
Portland 299 179
Phoenix 299 179
Sacramento 299 179
St. Louis 169 99
Salt Lake City 299 179
San Antonio 259 149
San Diego 299 179
San Jose 299 179
Tampa* 159 89
Tulsa 229 139
*Indicates nonstop service
Fares do not include airport-assessed Passenger Facility Charges of up to $6 each way and a federal tax of $2 per segment.
>> More <<
The Southwest website
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Internet Travel Sales Continue to Build
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In case you were wondering (as I was) how online travel sales are doing, the answer appears to be: Very well, thank you.
The SABRE Group reports that gross sales for their Travelocity online travel agency more than tripled during the Thanksgiving week ended November 29, compared to the same period last year.
Since its launch in March of 1996, Travelocity has registered more than 4 million members and logs more than 55 million page views per month.
According to Jupiter Communications, shoppers are expected to spend $2.3 billion online during the 1998 holiday season, more than double the $1.1 billion spent in 1997.
>> More <<
Travelocity
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Northwest Shoppers Fares
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I was initially inclined to pooh-pooh this "shop 'til you drop" offer from Northwest, but the further behind I found myself in my own Christmas shopping, the more compelling the idea became.
This Saturday, shoppers from 40 cities throughout North America can fly special Northwest "Mall of America" fares to take shop at America's largest indoor mall.
"Mall of America fares are a great way to pick up great bargains and to get a lot of shopping done all at once," said Rick Dow, Northwest vice president -- marketing and advertising. "We are delighted to help people experience the fun and excitement of this unique location."
This year, Mall of America fares are available only through Northwest's website (address below), where travelers can make reservations and purchase tickets on-line. Travel must begin and end on December 12 and fares range from $59 to $99 roundtrip. Seats are limited and other restrictions may apply.
Sample fares from selected locations:
Roundtrip Fare From
$ 59 Duluth
Des Moines
Fargo
Green Bay
Moline, IL
Sioux Falls
Wausau/Stevens Point, WI
$ 79 Chicago (O'Hare)
Grand Forks
Milwaukee
Madison, WI
Omaha
$ 89 Bismarck
Grand Rapids, MI
Kalamazoo
Minot, ND
Rapid City, SD
Saginaw/Bay City/Midland, MI
St. Louis
Winnipeg
$ 99 Austin, TX
Billings, MT
Boston
Bozeman
Charlotte
Cincinnati
Columbus
Dallas/Ft. Worth
Detroit
Indianapolis
Los Angeles
Louisville
Memphis
New York (LGA)
Newark, NJ
Philadelphia
San Francisco
Seattle
Toronto
Washington, DC (DCA)
>> More <<
Northwest online
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American Wants to Win the West
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Judging by two recent events, American has its eye on the West Coast, big time.
As we reported last week, American will be acquiring Reno Air, primarily a West Coast operator. This week, the Reno buy-out passed the required anti-trust waiting period and appears to be headed toward completion.
And also this week, American announced it would be developing a marketing alliance with Alaska Airlines, based in Seattle. The Alaska relationship will include code sharing and, probably, frequent flyer links.
>> More <<
American
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New Hanoi Hilton is No Prison
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The next time you hear mention made of the Hanoi Hilton, it's likely to be a real hotel, in Hanoi, operated by Hilton, rather than the notorious Vietnam-war-era prison with which it shares its name.
In February 1999, Hilton will open its first hotel in Vietnam, the 269-room Hilton Hanoi Opera. The new property will be situated in the heart of the central business district, adjacent to the Opera House. The ballroom will accommodate up to 500 guests and an executive boardroom will seat up to 100 guests. The hotel will also feature a swimming pool and health club.
>> More <<
Hilton's website
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Stowaway Feline Sentenced to Six Months
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Seems that Katie (a cat) found her way into the suitcase of John (a flight attendant with British Airways). John's luggage accompanied him on the seven-hour flight from London to Montreal. When John reached his hotel and unpacked, there was Katie--cold, stiff, but alive--at the bottom of the bag.
So far so good. The problem arises on the return. Seems John is too law-abiding to sneak Katie back into the U.K. the same way she got out. And U.K. Customs and Immigration laws require all animals entering the country to undergo six months in quarantine. So that's where Katie will be spending the next half-year.
I'm sure there's a moral to this story, but I can't quite put my finder on it. Maybe something about not falling asleep in open suitcases?
Meow!
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Site Suggestion
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We mentioned Travelocity above, and we mention it again here for different reasons.
In addition to its book-and-buy functionality, Travelocity has an information-only feature which can be of real value when meeting arriving passengers. Specifically, Travelocity allows you to type in the date, airline, flight number and/or departure-arrival cities, and receive in response the actual departure time, the estimated arrival time (as opposed to the scheduled arrival time), and the arrival gate. While there are a number of sites which offer this feature, Travelocity does it best.
>> More <<
Travelocity
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