How to recognize and fight airline tricks

There have been hundreds of media stories in the last week about the Delta Airlines website “glitch” that overcharged members of its loyalty program on airfare across the board, but what none of those stories tells us is how to recognize and fight such airline practices — whether deliberate or accidental.

As this column has pointed out before, airlines try to overcharge customers all the time, and a decade ago, I used to fall for some of those tricks. That’s why I decided to learn the system — and that’s one of the reasons I wrote “Decoding Air Travel.” If you ever needed proof that knowledge means power, look no farther.

So how could you have known that the Delta website was charging you more than the lowest available fare? First, you have to understand what an airline tariff is: A list of all published base fares on a certain route, along with their rules and permitted routing — they carry a code corresponding to a letter of the alphabet. The second thing is the flight inventory, or the number of seats in each booking class made available on a certain flight…

Why airline alliances are good for fliers

The Star Alliance’s 15th birthday this month reminds me that a global airline alliance is one of the most fascinating concepts in the history of commercial aviation. It’s also an example of the airline industry’s creative thinking aimed at increasing revenues. However, unlike some of the questionable practices I described in “Decoding Air Travel,” this one has dramatically improved the customer experience.

It’s fascinating for me personally, because it combines my two passions and areas of expertise, international affairs and air travel. In fact, what alliance executive teams do every day is nothing short of diplomacy. International negotiations and dispute resolution are two of their specialties, and a big part of their duties is selecting new members, not unlike NATO and the European Union.

When Star was formed in 1997, the idea was not only to represent its members’ best interests — that’s primarily the job of trade associations — but to boost business by feeding passengers from one carrier to another in the smoothest possible way. Soon, airline diplomacy began in earnest — first among alliance members, which after all are rivals in a fiercely competitive industry, and then with airports, transportation authorities and governments around the world. The other two global alliances are Oneworld and SkyTeam…