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…

Fighting airlines’ attempts to overcharge

How do you know that an airline agent is trying to charge you much more than necessary to change a ticket? Two agents attempted that on me just yesterday, but they quickly realized they were messing with the wrong guy and retreated from their positions. The difference was thousands of dollars.

In my book, I explain why it helps to know what exactly you want before calling an airline, and more importantly, to know the outcome of an agent’s actions. I never trust agents to tell me how much I need to pay for anything — I call them simply to accomplish something I can’t do online. A couple of months ago, I issued a Business Class ticket for a client who flew the outbound portion but had to cancel the return. I called the airline to take him off that flight and said I wasn’t ready to rebook yet but would call back when I was…

Should airline booking codes be secret?

Flying Blue, the frequent-flier program of Air France/KLM, has banned customer service agents from revealing the codes the airlines use when booking awards or upgrades. If you ask them, they will tell you it’s none of your business. Is this misplaced paranoia or do carriers have the right to keep that information secret?

For smart and sophisticated travelers, the importance of having access to raw airline data cannot be overstated. Benefiting from that access has changed my travel life — it has ensured that I always pay the lowest possible fares and fly in comfort and luxury at the same time. Booking codes, of course, use letters of the alphabet…