With fewer Americans able to afford travel this year, due to our economy, Ireland's
tourism has dealt a blow and I'm hearing the effects -- from last-minute availability to hotels trying to renegotiate my group rates. The time is ripe for travel to Ireland again...
The U.S. Has Sneezed!
My friends have often told me, "When the U.S. sneezes, Europe catches a cold" but I have always been a humble American, not realizing just how important our economy is to the rest of the World. Sure, we hear about our imports exceeding our exports and how pretty much all of the World is unhappy with our current President, as opposed to Americans in general... but through it all, despite our lows -- our country is quite influential on the World economies.
The U.S. has more than a cold, perhaps the flu, and the rest of the world is slowly
catching on. I've talked to friends both on the phone and via email to tell me that the unemployment rate has risen for the fifth straight month and that tourist are far and few between to visit another friend's art gallery. It's distressing to hear this, knowing that the hardest part has yet to come and we're not even sure if we've seen the worst here at home.
Cancelling one of my October tours due to lack of interst, I was met with more than one hotel that wanted to give me lower rates! This is new to me as rates have always gone UP in the past. Unfortunately I didn't have enough registered on this particular trip to ensure it would break even that I had to cancel anyway.
Fall Is Perfect Travel Time
Seeing the indicators that prices are falling in Ireland, the fall will be a prime time to travel as the shoulder and off season begin to take hold.
Monday, July 21, 2008
Should I Give My Irish Bed & Breakfast Host a Gift?
This question has been brought up many times on the Frommers Message Forums and I typically take a back seat because my opinion is quite the opposite of many on the board... they agree to take a gift and I oppose it.
Well, I finaly opened my fingers and typed away explaining why I don't agree with taking a trinket or something representing your home town and was surprised that I had a few folks back me up here.
Before you berate me for being rude or inconsiderate, let me explain...
Ireland Bed & Breakfast Are Run As A Business
The Irish Bed and Breakfast is a business and they're run as just that, sometimes the
only source of income for a family. You'll be told what time you can check-in, what is on the breakfast menu as well as times and a time when you'll need to vacate your room so the owner can clean it, wash sheets and get ready for their next guests.
Disrupt this routine and you'll be politely reminded of the rules so as to not delay the turnaround time. You will be told that payment in cash is preferred to credit card (which cuts into profits). You will be charged a supplement for a private bath with certain voucher systems. Sounds like a business doesn't it?
Would you give a gift to the Hyatt reception when check-out and pay your bill? How about your Doctor after he orders a battery of mind-numbing tests? Do you receive gifts by your clients after providing a service? Of course not...
Times To Give A Gift
Ok, so I told you not to give a gift to bed and breakfast owners when traveling through Ireland and now I'm going to tell you that there are tinmes when you might want to give a gift.
I might consider taking a gift and giving it to the owner when I've stayed with them a few times prior and the owner remembers you, conversations begin with you both catching up with what has happened over the past year.
One year I gave a Christmas tree ornament from Philadelphia to a B&B owner in Galway
because I had stayed with her the prior three years and we were always welcomed with tea and biscuits as well as conversations of family, life and travel. She noticed our wedding rings and made such a fuss, congratulating us and asking about the details ... we had become friends and I would give a friend a gift.
I would also take a gift if I were staying in one B&B for a few days or longer. My
experience has shown that you really learn a lot about the owner and their family as you become more familiar to them and requests may become more unsual. Conversations about your daily adventures and inquiring about local sites and attractions usually unveil hidden treasures for which I want to thank the owner for sharing.
Gifts That Don't Clutter
If you are going to give a gift then I would suggest a gift that shows appreciation while not leaving an imprint. In other words, find out something that your host likes, perhaps a particular type of chocolate or candy, a bottle of wine or treat from home. These items will be appreciated but they won't clutter the B&B itself.
Here's my reasoning that your item be edible -- B&Bs have an average of 3 rooms and are open 7 days a week during the 3-month high season. If each person brought a gift of a knicknack or trinket, that would be 252 "things" the owner would feel obligated to display, not to mention the other 9 months of the year! Not only would these items clutter the B&B but what are the chances that all 252 be the same taste of the owner?
Your stuff is going in the garbage quite soon after the first house-cleaning so your
gift, while well-intentioned, is not going to be appreciated for too long.
A Gift That Lasts - TripAdvisor.com Review
I have to give credit to BetsyA from the Frommers
Message Forums who suggested a good review on TripAdvisor.com - a brilliant gift that shows
gratitudes, lasts a long time, helps the host's business and more!
I absolutely love this idea, can you tell?
Leave a note on a nice little card for the owner to thank them for their hospitality and let them know you will be giving them a positive review on TripAdvisor.com. If you have any concerns that you will mention online, I would be kind and let them know as well so t is not a surprise and they can rectify the situation.
This "gift" will allow web surfers (and my clients) to find the B&B and positive reviews will ensure future business for the owner. A true gift to me would be referrals and more business.
An online recommendation also ensure the owner keeps up their level of service and
accommodations -- a slip here or there will result in a post that is not so favorable, leading to declining bookings. It ensures future travelers will have the same experience that you did.
And -- you won't clutter the B&B with your "gift" nor will it be thrown out as you leave their driveway.
Well, I finaly opened my fingers and typed away explaining why I don't agree with taking a trinket or something representing your home town and was surprised that I had a few folks back me up here.
Before you berate me for being rude or inconsiderate, let me explain...
Ireland Bed & Breakfast Are Run As A Business
The Irish Bed and Breakfast is a business and they're run as just that, sometimes the
only source of income for a family. You'll be told what time you can check-in, what is on the breakfast menu as well as times and a time when you'll need to vacate your room so the owner can clean it, wash sheets and get ready for their next guests.
Disrupt this routine and you'll be politely reminded of the rules so as to not delay the turnaround time. You will be told that payment in cash is preferred to credit card (which cuts into profits). You will be charged a supplement for a private bath with certain voucher systems. Sounds like a business doesn't it?
Would you give a gift to the Hyatt reception when check-out and pay your bill? How about your Doctor after he orders a battery of mind-numbing tests? Do you receive gifts by your clients after providing a service? Of course not...
Times To Give A Gift
Ok, so I told you not to give a gift to bed and breakfast owners when traveling through Ireland and now I'm going to tell you that there are tinmes when you might want to give a gift.
I might consider taking a gift and giving it to the owner when I've stayed with them a few times prior and the owner remembers you, conversations begin with you both catching up with what has happened over the past year.
One year I gave a Christmas tree ornament from Philadelphia to a B&B owner in Galway
because I had stayed with her the prior three years and we were always welcomed with tea and biscuits as well as conversations of family, life and travel. She noticed our wedding rings and made such a fuss, congratulating us and asking about the details ... we had become friends and I would give a friend a gift.
I would also take a gift if I were staying in one B&B for a few days or longer. My
experience has shown that you really learn a lot about the owner and their family as you become more familiar to them and requests may become more unsual. Conversations about your daily adventures and inquiring about local sites and attractions usually unveil hidden treasures for which I want to thank the owner for sharing.
Gifts That Don't Clutter
If you are going to give a gift then I would suggest a gift that shows appreciation while not leaving an imprint. In other words, find out something that your host likes, perhaps a particular type of chocolate or candy, a bottle of wine or treat from home. These items will be appreciated but they won't clutter the B&B itself.
Here's my reasoning that your item be edible -- B&Bs have an average of 3 rooms and are open 7 days a week during the 3-month high season. If each person brought a gift of a knicknack or trinket, that would be 252 "things" the owner would feel obligated to display, not to mention the other 9 months of the year! Not only would these items clutter the B&B but what are the chances that all 252 be the same taste of the owner?
Your stuff is going in the garbage quite soon after the first house-cleaning so your
gift, while well-intentioned, is not going to be appreciated for too long.
A Gift That Lasts - TripAdvisor.com Review
I have to give credit to BetsyA from the Frommers
Message Forums who suggested a good review on TripAdvisor.com - a brilliant gift that shows
gratitudes, lasts a long time, helps the host's business and more!
I absolutely love this idea, can you tell?
Leave a note on a nice little card for the owner to thank them for their hospitality and let them know you will be giving them a positive review on TripAdvisor.com. If you have any concerns that you will mention online, I would be kind and let them know as well so t is not a surprise and they can rectify the situation.
This "gift" will allow web surfers (and my clients) to find the B&B and positive reviews will ensure future business for the owner. A true gift to me would be referrals and more business.
An online recommendation also ensure the owner keeps up their level of service and
accommodations -- a slip here or there will result in a post that is not so favorable, leading to declining bookings. It ensures future travelers will have the same experience that you did.
And -- you won't clutter the B&B with your "gift" nor will it be thrown out as you leave their driveway.
Friday, July 18, 2008
Should I Purchase Travel Protection Insurance? Is It Worth It?
There was a time when I thought that Travel Protection Insurance was just another attempt for travel agencies and tour operators to make more money. Years ago airlines had a better record of being on time and there were less disruptions in travel, making travel fairly routine with minor hiccups.
This past year has given me a new outlook on Travel Protection Insurance and I'm now pushing clients to purchase it in an effort to protect their vacation, an investment in their sanity and wellbeing. I am so adamant about Travel Protection Insurance that each client must sign a special section on our Credit Card Authorization indicating that they have been explained the costs and whether they have accepted or declined to add this to their trip.
So What Does Travel Insurance Cover? Can I Pick My Coverage?
Each policy is different and you truly have to read the policy to understand the extent of coverage and how the policy can be invoked. Some policies will cover items like luggage delays or loss to flight delays while others only protect you if you are sick or there is a death in the family. It's very important to read the policy prior to purchasing the insurance -- ask for it and I'll quickly email you a copy.
You can purchase Travel Protection Insurance to cover just about any travel hiccup out there and some policies now allow you to cancel for any reason which I'll discuss later.
When you purchase insurance for a particular product, such as airfare and hotels, the insurance will cover you for only those items purchased through a travel agent or tour operator. If you purchase a tour and accept the insurance but you've decided to purchase your airfare yourself ... the insurance will not cover your airfare purcahsed separately.
Most basic Travel Protection Policies will cover your vacation package should there be a documented medical emergency with you, a traveling companion or someone in your immediate family as well as death among any of those people. The key here is that a medical doctor must document the emergency and you must prove the relationship if the member is not traveling... it will be quite difficult to forge a relationship or emergency and the insurance company will investigate before paying out a claim.
If you need to use your Travel Protection Insurance you simply file a claim with the insurance company with the required documentation -- and don't show up for your trip. You would think that you should inform me so I can notify the airlines, hotels and car rental agencies but you've already paid for those services and cannot cancel them -- the insurance will simply reimburse you for the package.
I once had a group of travelers from Chicago where the father was sick and they were trying to get everyone to Ireland on a chauffeur tour. The trip was planned and paid for and shortly after the family informed me that the father was denied travel by his doctor. Since the trip is pre-planned and non-refundable (as most are), the family could cancel because he was unable to go or they could go without him and his portion would be reimbursed by the insurance company. The latter was the course of action. They went on their trip and when they returned they filed an insurance claim for reimbursement.
What About Pre-Existing Conditions?
Insurance policies are completely different so each policy should be read carefully.
Most insurance policies cover pre-existing conditions if you purchase the insurance at the time of booking. After all, who would purchase an expensive vacation when they knew they couldn't take it, right?
If you purchase insurance after booking your vacation, then pre-existing conditions will not allow you to invoke the policy when needed. Suppose you purchased a trip and then found out you couldn't go due to medical reasons ... and then purchased a trip to get your money back? The odds aren't so good for the insurance company, are they? Trust me, they will require documents to establish date of diagnosis to determine if you file a claim.
Some policies purchased online (see below) will give you a grace period of a few days to purchase all of your travel pieces and then cover them under one umbrella policy -- so the pre-existing condition will be considered if the policy is purchased within that window.
For example, Policy A may require that you purchase insurance within 7-days of purchasing your travel. If you purchase your airfare on Monday... and then you purchase hotels over the next few days and a car rental on Saturday. If you purchase your Travel Protection Insurance on the following Monday then it will cover pre-existing conditions. If you purchase it on the following Tuesday (Day #8) then pre-existing conditions will not be covered.
Tour Operator vs. Purchase My Own Travel Protection Policy
When you purchase a tour or complete package, the tour operator typically offers an insurance policy to cover all items purchased in that one reservation. These policies are actually quite convenient and their coverage is fairly good ... but you're not required to purchase the insurance.
You may go online or use your favorite company to purchase insurance. You'll need a copy of your confirmation and costs to select the appropriate amount of coverage.
Can I Compare Travel Protection Policies?
One of my clients sent me this site:
Insure My Trip Travel Protection Comparison
It allows you to select the amount of coverage as well as the type and then it aggregates the policies so you can view each one online, ensuring you choose the right coverage for your trip.
The Travel Lite policy appears to be quite popular and I actually had a client who had to file a minor claim, with my help. Their flight was routed from Shannon to Dublin due to weather and they were bused 4 hours back to Shannon. They arrived the same day but the delay getting back to Shannon for their car rental afforded them a $200+ refund per person, a percentage of their total per person cost!
"Cancel For Any Reason" Insurance Policies
The newest policy to enter the arena in Travel Protection Insurance is the "cancel for any reason" which allows you to do just that... with restrictions.
You can cancel your trip anytime until a few days prior to your vacation and you don't need a reason! You won't receive a refund when you cancel your vacation but rather a credit (voucher) for the value of your package which must be redeemed within a certain amount of time.
This is where things become a bit murky -- one particular policy required the traveler to redeem their vacation, and travel, by the date when the package was originally booked. Ok, so if a client books a trip in April for travel in October ... and they cancel the trip in September, they must rebook their trip and travel before April of the following year.
After the "Cancel for any reason" period passes (typically 72-hours prior to departure), then the second portion of the insurance policy kicks in and you must have a medical emergency or death in the family. At that point you will receive a refund for your trip, minus the insurance premium of course.
Just Consider It Required
When traveling these days I consider Travel Protection Insurance a required part of my package because my vacation is an investment to me. Where American Airlines grounded many of their flights due to maintenance issues -- travel insurance would have protected those passengers. When bad weather, delays and cancellations wreak travel on vacation plans, insurance will help recover money. Although it cannot alleviate the headaches of travel, it can protect the price you paid for it, your investment in your own sanity.
This past year has given me a new outlook on Travel Protection Insurance and I'm now pushing clients to purchase it in an effort to protect their vacation, an investment in their sanity and wellbeing. I am so adamant about Travel Protection Insurance that each client must sign a special section on our Credit Card Authorization indicating that they have been explained the costs and whether they have accepted or declined to add this to their trip.
So What Does Travel Insurance Cover? Can I Pick My Coverage?
Each policy is different and you truly have to read the policy to understand the extent of coverage and how the policy can be invoked. Some policies will cover items like luggage delays or loss to flight delays while others only protect you if you are sick or there is a death in the family. It's very important to read the policy prior to purchasing the insurance -- ask for it and I'll quickly email you a copy.
You can purchase Travel Protection Insurance to cover just about any travel hiccup out there and some policies now allow you to cancel for any reason which I'll discuss later.
When you purchase insurance for a particular product, such as airfare and hotels, the insurance will cover you for only those items purchased through a travel agent or tour operator. If you purchase a tour and accept the insurance but you've decided to purchase your airfare yourself ... the insurance will not cover your airfare purcahsed separately.
Most basic Travel Protection Policies will cover your vacation package should there be a documented medical emergency with you, a traveling companion or someone in your immediate family as well as death among any of those people. The key here is that a medical doctor must document the emergency and you must prove the relationship if the member is not traveling... it will be quite difficult to forge a relationship or emergency and the insurance company will investigate before paying out a claim.
If you need to use your Travel Protection Insurance you simply file a claim with the insurance company with the required documentation -- and don't show up for your trip. You would think that you should inform me so I can notify the airlines, hotels and car rental agencies but you've already paid for those services and cannot cancel them -- the insurance will simply reimburse you for the package.
I once had a group of travelers from Chicago where the father was sick and they were trying to get everyone to Ireland on a chauffeur tour. The trip was planned and paid for and shortly after the family informed me that the father was denied travel by his doctor. Since the trip is pre-planned and non-refundable (as most are), the family could cancel because he was unable to go or they could go without him and his portion would be reimbursed by the insurance company. The latter was the course of action. They went on their trip and when they returned they filed an insurance claim for reimbursement.
What About Pre-Existing Conditions?
Insurance policies are completely different so each policy should be read carefully.
Most insurance policies cover pre-existing conditions if you purchase the insurance at the time of booking. After all, who would purchase an expensive vacation when they knew they couldn't take it, right?
If you purchase insurance after booking your vacation, then pre-existing conditions will not allow you to invoke the policy when needed. Suppose you purchased a trip and then found out you couldn't go due to medical reasons ... and then purchased a trip to get your money back? The odds aren't so good for the insurance company, are they? Trust me, they will require documents to establish date of diagnosis to determine if you file a claim.
Some policies purchased online (see below) will give you a grace period of a few days to purchase all of your travel pieces and then cover them under one umbrella policy -- so the pre-existing condition will be considered if the policy is purchased within that window.
For example, Policy A may require that you purchase insurance within 7-days of purchasing your travel. If you purchase your airfare on Monday... and then you purchase hotels over the next few days and a car rental on Saturday. If you purchase your Travel Protection Insurance on the following Monday then it will cover pre-existing conditions. If you purchase it on the following Tuesday (Day #8) then pre-existing conditions will not be covered.
Tour Operator vs. Purchase My Own Travel Protection Policy
When you purchase a tour or complete package, the tour operator typically offers an insurance policy to cover all items purchased in that one reservation. These policies are actually quite convenient and their coverage is fairly good ... but you're not required to purchase the insurance.
You may go online or use your favorite company to purchase insurance. You'll need a copy of your confirmation and costs to select the appropriate amount of coverage.
Can I Compare Travel Protection Policies?
One of my clients sent me this site:
Insure My Trip Travel Protection Comparison
It allows you to select the amount of coverage as well as the type and then it aggregates the policies so you can view each one online, ensuring you choose the right coverage for your trip.
The Travel Lite policy appears to be quite popular and I actually had a client who had to file a minor claim, with my help. Their flight was routed from Shannon to Dublin due to weather and they were bused 4 hours back to Shannon. They arrived the same day but the delay getting back to Shannon for their car rental afforded them a $200+ refund per person, a percentage of their total per person cost!
"Cancel For Any Reason" Insurance Policies
The newest policy to enter the arena in Travel Protection Insurance is the "cancel for any reason" which allows you to do just that... with restrictions.
You can cancel your trip anytime until a few days prior to your vacation and you don't need a reason! You won't receive a refund when you cancel your vacation but rather a credit (voucher) for the value of your package which must be redeemed within a certain amount of time.
This is where things become a bit murky -- one particular policy required the traveler to redeem their vacation, and travel, by the date when the package was originally booked. Ok, so if a client books a trip in April for travel in October ... and they cancel the trip in September, they must rebook their trip and travel before April of the following year.
After the "Cancel for any reason" period passes (typically 72-hours prior to departure), then the second portion of the insurance policy kicks in and you must have a medical emergency or death in the family. At that point you will receive a refund for your trip, minus the insurance premium of course.
Just Consider It Required
When traveling these days I consider Travel Protection Insurance a required part of my package because my vacation is an investment to me. Where American Airlines grounded many of their flights due to maintenance issues -- travel insurance would have protected those passengers. When bad weather, delays and cancellations wreak travel on vacation plans, insurance will help recover money. Although it cannot alleviate the headaches of travel, it can protect the price you paid for it, your investment in your own sanity.
Thursday, July 17, 2008
USAirways Puts Passengers' Safety At Risk To Lower Costs
Enchanting Ireland & Beyond
We've all read about airlines trying to safe money, charging for everything from checked luggage to USAirways $2 soda/water charge.
Lately they have decided to remove all entertainment systems from their domestic flights to reduce weight and save money. I find that interesting especially when some of their domestic flights are used for International -- I know this because my flight from Philadelphia to Ireland was late coming from another city last year. Either they are selectively removing them or international flights will also be lacking entertainment... rev up those video iPods folks!
Today the news is filled with stories about USAirways indirectly reprimanding their pilots for requesting "an extra 10 to 15 minutes worth of fuel," according to the AP News. The FAA requires that all planes carry enough fuel to not only reach their destination but an alternative airport -- and an additional 45 minutes worth of fuel. Pilots have the last say in this and may request additional fuel as they see fit.
I recall hearing on the news that airlines have requested immediate landings at major airports (NY) due to low fuel after reducing their loaded fuel to increase savings so it's not just USAirways, they just happen to be called on the carpet by their pilots who do not feel safe flying planes while suits mandate they reduce their fuel.
I have to side with the pilots here, after all they are the ones on the plane and taking the risk should their fuel run out. They don't care about the bottom-line and profits for management and share holders but rather the safety of the passengers as well as their own.
What is your safety worth... 10- to 15-minutes of extra fuel? Or corporate profits where you are paying for everything from luggage to water?
We've all read about airlines trying to safe money, charging for everything from checked luggage to USAirways $2 soda/water charge.
Lately they have decided to remove all entertainment systems from their domestic flights to reduce weight and save money. I find that interesting especially when some of their domestic flights are used for International -- I know this because my flight from Philadelphia to Ireland was late coming from another city last year. Either they are selectively removing them or international flights will also be lacking entertainment... rev up those video iPods folks!
Today the news is filled with stories about USAirways indirectly reprimanding their pilots for requesting "an extra 10 to 15 minutes worth of fuel," according to the AP News. The FAA requires that all planes carry enough fuel to not only reach their destination but an alternative airport -- and an additional 45 minutes worth of fuel. Pilots have the last say in this and may request additional fuel as they see fit.
I recall hearing on the news that airlines have requested immediate landings at major airports (NY) due to low fuel after reducing their loaded fuel to increase savings so it's not just USAirways, they just happen to be called on the carpet by their pilots who do not feel safe flying planes while suits mandate they reduce their fuel.
I have to side with the pilots here, after all they are the ones on the plane and taking the risk should their fuel run out. They don't care about the bottom-line and profits for management and share holders but rather the safety of the passengers as well as their own.
What is your safety worth... 10- to 15-minutes of extra fuel? Or corporate profits where you are paying for everything from luggage to water?
Monday, July 14, 2008
Will Airlines Return to Customer Service to Retain Your Business?
Throughout the years I’ve heard many horror stories from clients regarding airline service, delays and missing baggage and have often taken the stance that one bad experience does not mean the airline is horrible and should be avoided. I have to admit I have had clients where I’ve made mistakes and if they took that stance I would be hurting as most of my business is word-of-mouth and repeat clients. Thankfully I’m still here because I believe in excellent customer service and rectify my mistakes to the best of my ability.
We Will Avoid USAirways at All Costs
This year alone I have decided to stop flying USAirways, my hub carrier here in Philadelphia. Over the years hiccups have occurred and I’ve tried to stay true to my philosophy here and give them another chance… and another… and another. I’ve had luggage lost and returned days later. I’ve had flights delayed on the tarmac for hours. I’ve had miles deducted for upgrades and then been refused a seat in business class. A flight was canceled due to “bad weather” while every other airline was flying that night. And I’ve had reservations made for the wrong date.
We all know that luggage is lost each day and thankfully mine was lost on the way home from Ireland rather than the flight over. My concern here is that USAirways could not track my luggage nor could they let me know when it would be delivered. Apparently a cab driver dropped it off during the day, leaving it on my doorstep in plain view for an entire day – in Philadelphia!
I can’t even remember where we were flying but I do remember pulling away from the gate and taxiing and then stopping. No bad weather, just traffic and congestion either in Philadelphia or a destination. Who knows but we were not advised of the situation until 30 minutes sitting there and it took another 90 minutes before our flight actually took off. I’ve missed connections in Ireland to Scotland due to their flight delays and just last October they delayed us two hours because our plane was late coming in – and no compensation for the delay and annoyance with everyone inquiring about our delay.
I’ve upgraded flights and when checking in through the First/Business Class line I was asked to change lines because they did not have my upgrade, but certainly deducted my miles. Rather than have a manager come and help resolve the situation I had to argue with the manager elsewhere, show her my upgrade on the flight over, my confirmation and even then she refused my seat. It took 30 minutes before she acknowledged there were seats available and we finally talked our way into the seats – our seats.
Just a few weeks ago my partner was in Tennessee and USAirways cancelled his flight home due to bad weather and they had no more flights for the day. He was told that Southwest was still flying and he could try to get on that flight and they would refund his ticket price… but Southwest was more expensive by $70! He did all of the work to get himself home and USAirways had no interest in helping him despite his continued patronage.
The final straw was our trip to New Orleans on May 23rd whereby I made the reservation directly with USAirways since we were using flight coupons from one of our delays. My mistake was not calling the Silver Preferred Reservation number and therefore I was transferred to an agent in the Phillipines, their call center location. We spent about 45 minutes making a simple reservation where I gave flight dates and flight numbers and at the very end the agent repeated everything back, I wrote it down and was told the record locator was the same as my flight certificate number – perfect. Two days prior I called to confirm – only to find the reservation was made for April 23rd! I would now have to purchase a new ticket at 3x’s the cost and lose the previous ticket! This is when I booked a ticket with Delta on the way down and Delta on the way back – and our decision to avoid USAirways at all costs.
The common denominator here has been poor customer service, USAirways agents either blaming me for the problem or unwilling to help find a solution yet we continue to fly this airline and keep them aloft. After speaking with many flight attendants and staff members I have found that the employees are extremely discontent with their management, management who make millions in bonuses while the employees make concessions in their pay and increase their hours. Their discontent has filtered down to us, the traveling public, and is evident from the service you receive on the plane to the way agents help resolve problems caused by their airline.
It doesn’t have to be this way though – other airlines haven’t fallen this far with regard to their customer service.
Customer Service Done Right
Our Delta flights from Philadelphia to Atlanta and Atlanta to New Orleans opened my eyes to service and how we should be treated by airlines that we pay hundreds of dollars each time we plan a vacation. Flying direct is no longer a concern these days and the connection typically reduces the cost – why, I have no idea but it does.
The plane to Atlanta was new with each seat having electronic monitors, games, etc. in the headrest and comfortable seats but it was so early and once I hear the hum of the engines, I’m out cold – and stayed that way the entire flight. When we arrived I knew we had a 2 hour connection but prepared myself for folks jumping up, grabbing their luggage and pushing past everyone else to get off the plane … but I was completely wrong! Everyone waited until the seatbelt sign went off and they casually stood up, pulled their luggage from the overheads in a relaxed, calm manner and were extremely courteous on exit, allowing the row in front of them to completely vacate before continuing. People were too tired from such an early flight … wait until they wake up.
The second flight did not have the electronic entertainment system but it was comfortable inside and the service was average but the attendants were very pleasant. Again, the passengers waited until we heard the bell to indicate we could stand and the deplaning was just as orderly as the first flight! Something wasn’t right and we both noticed it, appreciating it more anyone could know.
Delta was now one of our best experiences after having flown USAirways for 10+ years (well, aside from Lufthansa once).
Coming home was on Delta via Houston and we hit our first hiccup upon check-in … our taxi was late picking us up at the hotel and the gate to our flight was closed by the time we got there. The agent could not have been friendlier, checking flights and getting us listed as stand-by for the next available flight for both segments – what else could we do. The point is she was friendly and accommodating despite this being our fault – and putting us on the next flight at no additional cost in a time when airlines are charging for anything and everything. We made both of our flights home as stand-by passengers and we noticed that the deplaning process was just as orderly as Delta.
Doing a little research and looking back on these flights I speculate that the employees of Continental and Delta are content, if not happy, with the employer and the company. I believe they have a profit-sharing plan whereby the employees reap the rewards of happy fliers and increased sales which is important in the overall health of a company and more importantly an airline. Their attitude affects every aspect of flying from the experience at check-in and ticketing to the gate agent and flight attendants.
Was this the reason everyone on the plane was relaxed and orderly when we pulled up to the plane and ready to exit? I’m thinking it is – passengers are greeted at check-in as though their business is appreciated and if there is a problem, such as my delayed taxi, they take care of the problem and help reassure me rather than telling me to try another airline myself. When we were stand-by the agent was constantly hounded by others wanting to know if they were on the flight and she remained calm and pleasant, even joking with us as she handed us our tickets and we sighed with relief. The flight attendants were very pleasant and friendly throughout despite it being a full plane on a holiday weekend.
Yes, I truly believe that the employees working the flights are responsible for the success of these two airlines and I’ll be giving them my business in the future regardless of the price or number of connections.
Returning to Customer Service
I think there will be a shift back to customer service to attract passengers either by trying another airline based on lowest fare or hitting your frustration level where you say, “Never again.”
As airlines are adding more fees and changing their business model, some are opting to ensure customer service is integrated as each new fee is added to a ticket. Those that focus on the customer service aspect will retain and gain passengers while the USAirways, who add fees and have discontent employees, will continue to lose valuable (and preferred) customers to other airlines.
We Will Avoid USAirways at All Costs
This year alone I have decided to stop flying USAirways, my hub carrier here in Philadelphia. Over the years hiccups have occurred and I’ve tried to stay true to my philosophy here and give them another chance… and another… and another. I’ve had luggage lost and returned days later. I’ve had flights delayed on the tarmac for hours. I’ve had miles deducted for upgrades and then been refused a seat in business class. A flight was canceled due to “bad weather” while every other airline was flying that night. And I’ve had reservations made for the wrong date.
We all know that luggage is lost each day and thankfully mine was lost on the way home from Ireland rather than the flight over. My concern here is that USAirways could not track my luggage nor could they let me know when it would be delivered. Apparently a cab driver dropped it off during the day, leaving it on my doorstep in plain view for an entire day – in Philadelphia!
I can’t even remember where we were flying but I do remember pulling away from the gate and taxiing and then stopping. No bad weather, just traffic and congestion either in Philadelphia or a destination. Who knows but we were not advised of the situation until 30 minutes sitting there and it took another 90 minutes before our flight actually took off. I’ve missed connections in Ireland to Scotland due to their flight delays and just last October they delayed us two hours because our plane was late coming in – and no compensation for the delay and annoyance with everyone inquiring about our delay.
I’ve upgraded flights and when checking in through the First/Business Class line I was asked to change lines because they did not have my upgrade, but certainly deducted my miles. Rather than have a manager come and help resolve the situation I had to argue with the manager elsewhere, show her my upgrade on the flight over, my confirmation and even then she refused my seat. It took 30 minutes before she acknowledged there were seats available and we finally talked our way into the seats – our seats.
Just a few weeks ago my partner was in Tennessee and USAirways cancelled his flight home due to bad weather and they had no more flights for the day. He was told that Southwest was still flying and he could try to get on that flight and they would refund his ticket price… but Southwest was more expensive by $70! He did all of the work to get himself home and USAirways had no interest in helping him despite his continued patronage.
The final straw was our trip to New Orleans on May 23rd whereby I made the reservation directly with USAirways since we were using flight coupons from one of our delays. My mistake was not calling the Silver Preferred Reservation number and therefore I was transferred to an agent in the Phillipines, their call center location. We spent about 45 minutes making a simple reservation where I gave flight dates and flight numbers and at the very end the agent repeated everything back, I wrote it down and was told the record locator was the same as my flight certificate number – perfect. Two days prior I called to confirm – only to find the reservation was made for April 23rd! I would now have to purchase a new ticket at 3x’s the cost and lose the previous ticket! This is when I booked a ticket with Delta on the way down and Delta on the way back – and our decision to avoid USAirways at all costs.
The common denominator here has been poor customer service, USAirways agents either blaming me for the problem or unwilling to help find a solution yet we continue to fly this airline and keep them aloft. After speaking with many flight attendants and staff members I have found that the employees are extremely discontent with their management, management who make millions in bonuses while the employees make concessions in their pay and increase their hours. Their discontent has filtered down to us, the traveling public, and is evident from the service you receive on the plane to the way agents help resolve problems caused by their airline.
It doesn’t have to be this way though – other airlines haven’t fallen this far with regard to their customer service.
Customer Service Done Right
Our Delta flights from Philadelphia to Atlanta and Atlanta to New Orleans opened my eyes to service and how we should be treated by airlines that we pay hundreds of dollars each time we plan a vacation. Flying direct is no longer a concern these days and the connection typically reduces the cost – why, I have no idea but it does.
The plane to Atlanta was new with each seat having electronic monitors, games, etc. in the headrest and comfortable seats but it was so early and once I hear the hum of the engines, I’m out cold – and stayed that way the entire flight. When we arrived I knew we had a 2 hour connection but prepared myself for folks jumping up, grabbing their luggage and pushing past everyone else to get off the plane … but I was completely wrong! Everyone waited until the seatbelt sign went off and they casually stood up, pulled their luggage from the overheads in a relaxed, calm manner and were extremely courteous on exit, allowing the row in front of them to completely vacate before continuing. People were too tired from such an early flight … wait until they wake up.
The second flight did not have the electronic entertainment system but it was comfortable inside and the service was average but the attendants were very pleasant. Again, the passengers waited until we heard the bell to indicate we could stand and the deplaning was just as orderly as the first flight! Something wasn’t right and we both noticed it, appreciating it more anyone could know.
Delta was now one of our best experiences after having flown USAirways for 10+ years (well, aside from Lufthansa once).
Coming home was on Delta via Houston and we hit our first hiccup upon check-in … our taxi was late picking us up at the hotel and the gate to our flight was closed by the time we got there. The agent could not have been friendlier, checking flights and getting us listed as stand-by for the next available flight for both segments – what else could we do. The point is she was friendly and accommodating despite this being our fault – and putting us on the next flight at no additional cost in a time when airlines are charging for anything and everything. We made both of our flights home as stand-by passengers and we noticed that the deplaning process was just as orderly as Delta.
Doing a little research and looking back on these flights I speculate that the employees of Continental and Delta are content, if not happy, with the employer and the company. I believe they have a profit-sharing plan whereby the employees reap the rewards of happy fliers and increased sales which is important in the overall health of a company and more importantly an airline. Their attitude affects every aspect of flying from the experience at check-in and ticketing to the gate agent and flight attendants.
Was this the reason everyone on the plane was relaxed and orderly when we pulled up to the plane and ready to exit? I’m thinking it is – passengers are greeted at check-in as though their business is appreciated and if there is a problem, such as my delayed taxi, they take care of the problem and help reassure me rather than telling me to try another airline myself. When we were stand-by the agent was constantly hounded by others wanting to know if they were on the flight and she remained calm and pleasant, even joking with us as she handed us our tickets and we sighed with relief. The flight attendants were very pleasant and friendly throughout despite it being a full plane on a holiday weekend.
Yes, I truly believe that the employees working the flights are responsible for the success of these two airlines and I’ll be giving them my business in the future regardless of the price or number of connections.
Returning to Customer Service
I think there will be a shift back to customer service to attract passengers either by trying another airline based on lowest fare or hitting your frustration level where you say, “Never again.”
As airlines are adding more fees and changing their business model, some are opting to ensure customer service is integrated as each new fee is added to a ticket. Those that focus on the customer service aspect will retain and gain passengers while the USAirways, who add fees and have discontent employees, will continue to lose valuable (and preferred) customers to other airlines.
Friday, July 11, 2008
What is the value of a travel agent these days?
EnchantingIreland.com: What is the value of a travel agent these days?
Yes, I was actually asked this by a potential client on the phone the other day and while it got my back up against the wall, I was able to articulate my actual value to my clients and eventually closed the deal. Rather than listing my value I simply gave examples of it, true-life stories of clients whom I helped over the years.
Either the public is truly ignorant in thinking that travel agents charge them above an beyond the cost of travel or we, as an industry have failed to educate consumers that our services are paid for by the supplier (car rental, hotel, tour operator, etc.) I suspect it’s the later of the two because it has always been taboo to discuss these types of things with clients and now it’s come back to bite us right in the rump.
I didn’t realize this until a few clients asked me upfront, “What are you charges for planning this?” I would explain the commission process and even advise the client that that rate is the same if you book directly with my partner as if you do myself, they just keep my commission as their own profit. All tour operators work this way to ensure it’s a level playing field for all agents – we all offer the same prices and discounting is usually against our contracts.
Rack Rates vs Bulk Rates
Years ago I decided to check on a potential client and see if they were ready to book after weeks of emails flying to settle their itinerary. “We decided to book directly with the hotels and car rental to save money as we’re on a budget. Thanks for your help!” I was curious on what properties they settled on and they furnished an itinerary for my review. I quickly worked up a price based on the same exact hotels and emailed her back the quote – a savings of $83 per person, not to mention the car rental which offers discounted insurance! She quickly cancelled her reservations and booked her package with me and the commission I made helped pay for all of the time and effort I put into planning the vacation for them.
(These days I no longer help with itineraries until after the package is purchased due to many clients knowing I do no charge and trying to use my services for free.)
Our pre-negotiated “bulk rates” beat almost every “rack rate” (direct rate) out there and some of the savings is considerable. As recently as last week I had a client looking at a hotel in Lahinch for €85 per person, double occupancy which is about $272 for one night, two people. My hotel consolidator was able to get me the same rate for $238 which was a nice savings for the client.
Planning Knowledge
You cannot beat the value of a knowledgeable agent and if you combine that with the fact that their services are FREE, you have hit the Mother Load!
Talking with clients or corresponding via email I can get a basic idea of what they want to accomplish on their trip to
One of my favorite stories here is planning a trip for a couple that coincided with my own trip – we would both be in Dublin at the same time, me arriving on their last night of vacation. We made loose plans to meet up at a pub and I would buy them a pint and see how their trip went – and run for cover if there were any problems. I left them a note with a map to the Auld Dubliner and gave them a time we’d be there. This time it was so crowded downstairs that we went upstairs and into a quiet corner so we could all talk and my client couldn’t find us. My sister-in-law was outside smoking and they went up to talk to her and all of a sudden my name popped out of their mouth and Mary whisked them inside, up the stairs and into our corner for drinks. From there we caught up on what they saw and how they enjoyed their trip… no running away from me, nothing but smiles because it went off without a hitch. The personal “thank you” meant the world as I usually don’t get to see my clients in person.
This is the most agonizing part for me but shows the value of a good travel agent 10-times over.
When a client has had a “hiccup” in their trip whether it’s the wrong car at check-in or a delayed flight, a good agent is your liaison to recover money from a travel insurance policy or a tour operator if warranted.
One recent incident comes to mind whereby a client had the wrong date for the car rental drop-off and asked if they could keep the car one additional day. She contacted me and upon noticing the error was on our end, we immediately told her we would pick up the one day car rental and the agency contacted us for payment details. Unfortunately she also had a problem with kidney stones while in
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