Airlines abuse check-in deadlines

SJO 013Have you ever been told by an airline agent that you had missed the check-in deadline, even though you arrived at the airport well before the published cutoff time? That happened to dozens of Spirit Airlines passengers this week, but it’s nothing new. Agents have been abusing customers for years and have even made them pay penalties.

A former intern of mine told me once that he was returning home to Washington from Las Vegas with a friend when an agent declared it was too late to check them in. At least the agent was honest and admitted that the fault wasn’t theirs. Technically, there was still time before the deadline, but the flight was overbooked. Because the two passengers didn’t have seat assignments and the plane was already full, there was no space for them — despite the fact that they were holding confirmed and paid tickets for the flight.

The agent was not only honest but incredibly arrogant, making the students pay a $150 change fee each to get on another flight. The young men didn’t know better as to stand up for their rights and ponied up the penalties. So the airline, which had overbooked the flight and made money from more passengers than there were seats for on the aircraft, ended up making even more money from apparently inexperienced travelers…

United raises ticket change fees by $50, others follow

MIA 033United Airlines has quietly increased the fees it charges for voluntary changes on tickets for travel within North America, and between North and Central America by $50 to $200. The change took effect on April 18, according to an internal company advisory sent to employees.

The decision makes United the airline with the highest change fees in the affected markets. Other major legacy U.S. carriers, such as American, Delta and US Airways, still charge $150, and smaller airlines like Frontier and Virgin America charge $100. Alaska Airlines’ change fees are $75 online and $100 by phone. Those fees, which Southwest Airlines proudly spares its customers, are in addition to any fare differences. Changing the most expensive — or full-fare — tickets doesn’t incur penalties on any airline.

The United fee increase, coming just a week after the carrier was named worst in customer service in a national ranking tracking airline performance, is certain to anger United fliers even further. Industry watchers will be monitoring very closely whether other airlines follow suit — that has been the trend historically, though customer backlash and social media outrage have forced carriers, including United, to reverse controversial decisions in recent years…

Rethinking government air travel costs

It’s no secret that the U.S. government wastes huge amounts of money on airfare, and that waste has been institutionalized. So it’s hardly a surprise that Republican presidential candidate Ron Paul has done the same, as an Associated Press story pointed out yesterday.

The reason for the story was the apparent discrepancy between Paul’s crusade against excessive government spending and his own spending. But while he did waste taxpayers’ money, he didn’t break any rules. So perhaps it’s time for the rules to change. Government employees are usually required to buy full-fare tickets — meaning Y or B booking class — when traveling on business. The main reason for that is to have the flexibility to change and cancel those tickets for free…

British Air loses bags on $12,000 ticket

There must be very few things more embarrassing to an airline than losing the luggage of a passenger who paid more than $12,000 for a First Class ticket. Even more shockingly, British Airways, which did just that last week, didn’t try to right the screamingly obvious wrong and offer some sort of a good-will gesture.

Many of us often wonder who would pay $10,000 or $15,000 for a plane ticket, but let me assure you, there are such people. Premium travel has staged a remarkable recovery in recent months. As I look at flight inventory, I’m amazed every day by how full Business and First Class cabins are on various carriers…

When airfares jump on you for no reason

I’ve always brushed off suggestions that airline websites are deliberately programmed to increase the fare if you don’t take their initial offer immediately. But I’ve become suspicious since Air Canada’s site recently jacked up a ticket price on me by hundreds of dollars in seconds, even as its lowest published fare and the flight inventory remained unchanged.

Airlines have gone to great lengths in recent years to encourage customers to book tickets on their websites, and that can certainly save travelers time and hassle in the event of any changes to a ticketed reservation. However, to their utter shame, many carriers haven’t built reliable and user-friendly sites. In fact, some airlines, such as South Korea’s Asiana, have outsourced their entire online booking process — at least in the U.S. market — to a third-party travel agency, which charges its own booking fees…