Travel companies teach customer-service lessons

One of the biggest misconceptions about the travel industry is that it offers the worst customer service around. In fact, in the last couple of years, airline and hotel companies have achieved significant improvements, and it would be wise for other businesses to watch and learn.

Regular readers of this column can testify that I’m no apologist for the travel sector — I try to point out both good and bad practices, though the criticism may sometimes outweigh the praise. But I get angry when I read or hear in the media that airlines are synonymous with bad customer service…

Hilton, InterContinental cross swords

Fierce competition in the hospitality business is nothing new, but last week one of the world’s largest hotel companies took the game to a new level with a bold move aimed at enticing customers of a major competitor.

The InterContinental Hotels Group took advantage of many frequent travelers’ anger with Hilton Worldwide for devaluing its loyalty program, HHonors, last month and offered them bonus points if they also have an account with InterContinental’s scheme, Priority Club. As I reported in November, Hilton decided to increase the number of points required for “award” stays at many of its hotels…

Hotel rates too high? Get creative!

Is the room rate for your next hotel stay too high for your travel budget? No need to cancel that trip yet. There are creative ways to pay for your accommodation, and using your own money is just one of the options.

The creativity I have in mind involves more than just redeeming your hotel points with a loyalty program. In fact, let’s assume that you don’t have enough points for your intended stay. Mike Schlappig was recently in that position. He was planning a trip to Egypt next month and wanted to spend the last two nights at Le Meridien Pyramids in Cairo. However, he was unpleasantly surprised by the rate of $220 per day, which is relatively high for that market…

Year-end travel deals trimmed

Does elite status with your preferred airline or hotel chain seem elusive this year? The good news is, year-end promotions offering elite fast-track and bonus points are back. The bad news is, they are fewer and less generous than in the past.

That, of course, is hardly surprising, with all the ills that have befallen the travel industry in recent months. What is surprising is the diversity of those deals, depending on the loyalty program to which you belong. No two of them are exactly alike — except that most require registration and end Dec. 15, so holiday travel is not covered. American Airlines is offering its customers who fly a round trip between the United States and Britain a free companion ticket for a future trip to either Britain or the Caribbean…