Regardless of how much you plan and prepare, problems can happen when traveling -- everything from airline delays to car rentals not being available. Trust me, I've had enough of them happen on my trips and dealt with many clients over the years that I'm practically an expert on this subject right now.
Years ago, travel agencies were partners with airlines and we had the ability to handle many situations right from our computers and with the help of the airlines. Airlines stopped paying agencies a commission but still charged for their computer systems, the relationship went sour and airlines are taking on the responsibility once shared with agents.
Now we're just the intermediary, using our knowledge and resources to get you what you want at a good rate and advising on how to handle problems, facilitating when possible. Here are a few hints and stories on handling travel problems when away.
First and Foremost
The first thing you should do is take a step back and ask yourself, "What can I do about this?" If you can't do anything yourself then there is no reason to get stressed or upset over the situation. Staying calm and rational will help resolve the issue rather than ranting and raving at everyone in your line of sight. The desk agent did not cause your problem (hopefully) but they're willing to help if you give them a chance.
Please keep in mind that while your travel agent booked your vacation for you, they may not always have the pull that you think to resolve your issue. Since you are physically there, you will have more sway than an agent on the telephone... but do keep all receipts and information so the agent can help resolve your issue on the back end.
Airline Issues
If you check your airlines "Contract of Carriage" before purchasing a ticket, you'll likely find that they're not responsible for getting to your destination, let alone on time. It's just a fact these days and airline problems occur more often then I can ever remember.
Years ago I was flying from Philadelphia to Chicago and then to Ireland, arriving at Philadelphia International three hours prior to departure and ready for my flight to Chicago. Upon checking in at the desk the agent informed me that our flight had just taken off! I was informed of a flight change so I went online and printed my confirmation, not knowing that they don't update our online confirmations -- we had to use another website for that information. Yes, even travel agents have these problems too. Remaining calm I asked what our alternatives were and after being told we would be staying over in Chicago she found another connecting flight that would barely get us to Chicago in time for our connection... so we could be staying in Chicago or we could make it to Ireland, though our luggage may not. We hopped the flight and, to our surprise, the Aer Lingus flight was delayed in Chicago so we had plenty of time to sit and wait.
Just recently we were in New Orleans and due to our taxi being late for our early-morning pick-up, we missed the flight as the gate had just closed. We checked-in and since we were very calm and pleasant, relying on her kindness to get us home, she put us on the next flight to Houston on stand-by and standy-by for the Philadelphia flight as well. We didn't complain that we weren't sitting together or that there was no guarantee we'd get home the same day. All turned out well and we made it home only slightly later than expected.
Unfortunately some clients have not had similar experiences, losing a part of their vacation altogether. I was once contacted by a client in the mid-west to tell me their flight was delayed into Chicago and they would miss their connection to Ireland... could I get them to Chicago? When the airlines are delayed due to weather or traffic, there is nothing I can do. In fact, these days I can't do much when it concerns the airlines other than help you after the vacation is over which is what I did here. The clients had purchased travel insurance and I helped them file a claim for the missed day of travel.
Car Rentals
I haven't had any bad experiences with car rentals myself but clients have called me with problems and all I can do is steer them in the right direction because I'm not there.
This summer I had three such calls, one regarding the car rental size, one due to a car accident and one regarding everything from car insurance to an illness.
In the first instance I received an early-morning call from a group of women who were complaining about their car rental, insisting they rented a van instead of a station wagon. My first thought is that I made a mistake and I need to rectify the problem but after I research my emails and reservations forms, the client ordered an automatic station wagon and decided against the high price of the van despite my many recommendations. When I called back to relay this information, the clients were already on the road with their station wagon and had somehow talked them into an upgrade at no additional charge. Looking back, the clients had a voucher which clearly states the car rental size and transmission and if there were a question when they received the documents I could have handled the situation -- but since they were there, they received an upgrade for free!
Next I was called by a man who had just had a car accident and was instructed to return the car to the nearest agency, a return to the airport as it turns out. He did not want to drive back to the airport and wanted to confirm that this was, in fact, required. The rules are set by the rental agency and I called Ireland to confirm what he was told so he returned the car -- these same instructions are given to each rental client when they check-in for their car. He called back to ask why he was required to purchase the CDW insurance again and did not accept the answer given by the desk agent. I returned his call again to re-iterate the answer to him. In the end I provided no further information but I suppose hearing it from me was reassuring and I have decided to add this information to our Hints and Tips brochure sent with all documents.
My final call was from a client who had purchased insurance but was told she didn't when she checked-in for the car rental. Again, I went through my emails and found out that our quote system dropped the CDW somewhere along the way and so I told her I would refund her the CDW along the way. What she then told me was that she purchased ALL insurance options available, to the tune of $600 rather than the $200 I had provided her. She wanted me to call and have them reduce the insurance for her ... but this was an agreement she signed, not me. She had to return to the rental agency and sign a new contract to remove the Super CDW however she would pay for those few days she had used. We kept in touch via email throughout her trip which was nice but the last day before coming home I received a call, she was sick and could not make her flight the next day. I advised her to call the airline there in Dublin and advise of the situation, notify the front desk for an extra night and save all receipts. I could have called the airline but they'd be less than sympathetic and would require a change-ticket fee... the hotel would charge the going rate rather than keeping the pre-paid rate, again due to sympathy. They followed instructions and got on the next flight without an extra charge!
Hotels
Many clients have made requests that simply that, a request and not a guarantee and we do everything we can to make a note on the reservation to ensure the request is viewed and that they get what they want. It doesn't always work.
Years ago we went to Las Vegas with pre-paid accommodations, staying at the Paris Hotel right on the strip. Unfortunately we arrived at 11pm and when we checked in we found that our room was a smoking room and wreaked of stale cigarette smoke. Since we had pre-paid vouchers (which saved us money), we were unable to get them refunded and the hotel was full, no rooms available to move us to. Fortunately we had friends with us so we bunked in their room until someone checked out... and at that point we were comfortable and just stayed with our friends.
Clients aren't always so understanding, thinking we can control the hotels and demand that they change the room. I've had phonecalls from clients telling me they didn't like the B&B they were staying in while traveling Ireland -- a B&B that they chose! Requests for adjoining rooms that did not materialize have turned into phone calls and unhappy clients. I actually received an email telling me that the mattresses were soft and caused an aching back and that one hotel didn't have WiFi, both serious problems (simply telling the front desk and asking for another room might have gotten a firmer mattress.)
When there is an issue with a hotel the best remedy is to pleasantly head to the front desk and ask if a change is possible. Calling home to a travel agent will not help getting what you want.
Showing posts with label Airline Delays. Show all posts
Showing posts with label Airline Delays. Show all posts
Wednesday, August 6, 2008
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.
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