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…

DOT keeps false ‘each-way’ airfare ads

The media was full of stories last week about the Department of Transportation’s (DOT) requirement that advertised airfares include all taxes and fees, which goes into effect Jan. 26. But most stories missed the detail that promoting each-way fares “based on a required round-trip purchase” will still be allowed.

This means that a $220 fare you see advertised may not be the actual final price, after all — despite DOT’s much trumpeted pursuit of transparency and consumer protection. In its ruling last April that finalized the new requirements, it only demanded that the fine print be more prominent. “The department is codifying existing enforcement policy, allowing sellers of air transportation to advertise an each-way price that is contingent on a round-trip ticket purchase, so long as the round-trip purchase requirement is clearly and conspicuously disclosed in a location that is prominent and proximate to the advertised fare,” the final ruling said…

U.S. ESTA trouble for SAS passengers

It has been more than seven months since the new U.S. Electronic System for Travel Authorization (ESTA) has been mandatory for airlines that fly citizens of visa-waiver countries to the United States. Yet some carriers’ computer systems are reportedly experiencing serious problems, resulting in denied boarding for travelers with valid ESTAs.

Last week, I received a disturbing e-mail message from an Austrian citizen who had read my previous coverage of ESTA issues. On July 5, she wasn’t allowed on a Scandinavian Airlines (SAS) flight from Stockholm to Chicago, for which the carrier blamed problems with the passenger’s ESTA…