We are weekly getting complaints from unhappy clients who have been disappointed because they cannot get the flights they want using their frequent flyer miles. They received those miles because they were loyal customers.
You might be interested to know that a while back Consumer Reports tested 9 airlines over a period of several months and as you would expect, found major differences between the carriers on their frequent flyer programs.
Delta claimed in their advertising that they offered more frequent flyer seats and that was an accurate statement compared to other airlines. Southwest airlines came in second. The airlines requiring the most miles and the highest fees were Spirit Airlines and USAir. Of course USAir is merging with AA, so there is no telling what will happen to those earned points. For sure it will not be to the advantage of the consumer.
The tip for the day is to use frequent flier miles make reservations well in advance of your planned trip. Also, remember that they reduce the availability for frequent flyer seats during the summer vacation time and holidays. In fact, finding seats during Thanksgiving, Christmas and New Years will likely be an experience in futility.
Speaking of the airlines, we had an incident this past week that illustrates the clear lack of customer service to the traveling public. Weather caused a delay and cancellation of fights for a small group we had going to New York. In trying to get re-accommodated to continue their flights the leader stood in line at the counter for over an hour and a half only to be told that they couldn’t help them, that the best thing they could do is call their travel agent, go on-line, or call the AA toll-free number. The travel agent was at church, so they stood in another line for 2 hours while still trying to get an answer on the phone.
In the first place, the group had paid good, hard-earned money for their tickets, so the airline and their counter agent was under obligation right then to help them get to their destination. The travel agent wouldn’t have the authority to put them on another available carrier. The only reason they would have to offer that advice is to get them away from the counter so they wouldn’t have to work to solve the situation.
The group did get on a later flight that day on stand by, but to make matters worse, the agent working their records cancelled their return flight back to Abilene. Here’s where the travel agent comes in to save the day. We discovered the problem when checking to see how they made it to New York, discovered the problem of the cancelled return, and immediately called the group desk to get them reinstated. It took over two hours to get it done, but the clients were certainly reinstated. Just think of the confusion and problems they would have experienced when they got to the airport to return home. . .a potential mess!!
And people wonder why we do what we do for only $25 a ticket!!! Customer Service at The Travel Factory, 4150 Southwest Drive or call us at 698-1421.