United Airlines fulfilled its promise this week by finally allowing one-way mileage awards on its partners in the global Star Alliance. More importantly, it showed that its Mileage Plus program is truly an industry leader — it didn’t follow American Airlines in taking away stopovers on award tickets, which will save travelers many frequent-flier miles.
Mileage Plus has become one of the most customer-friendly loyalty programs in the world. As odd as it sounds, offering one-way awards is a rather progressive step, given how rare it is in the industry — for no good reason. United has been offering one-way awards on its own flights since February.
Stopovers on international awards are incredibly useful — they are usually not permitted on domestic tickets. I don’t use them all the time, but I do often enough to mourn their loss on United. They are partly responsible for my visits to 82 countries.
When American banned stopovers last year, its justification was that the introduction of one-way awards eliminated the need for stopovers — one can now visit two cities or countries by booking three one-way segments. The problem for customers was that such an award now costs many more miles.
It would have been easy for United to copy American’s move. After all, taking stopovers away would have taken more miles off its books and decrease its liabilities. United has historically matched various practices initiated by its arch rival, but this time it made its own decision. Mileage Plus members should be grateful — preserving stopovers will save them tens of thousands of miles per trip.
I must admit, I was a bit confused about the stopover policy, and an earlier version of this column said United was doing away with them. I was misled by a reservations agent last weekend, and by a sentence on United’s website, saying “That means no stopovers.” It appears that only applies to one-way awards.
I received a comment from a reader who had seen a thread about the column on FlyerTalk.com, which prompted me to speak with a supervisor at Mileage Plus. He checked his resources and assured me that stopover are still permitted on round trips.
I’ve been praising Mileage Plus repeatedly since Graham Atkinson became president two years ago. In February, I wrote about all the right things Atkinson did — one negative thing he couldn’t change was the infamous StarNet award blocking. At the time, he told me that no decision had been made about stopovers.
Atkinson left United in September, as part of the management changes resulting from the merger with Continental, but I’m glad to see that his approach to customer loyalty lives on.
By the way, don’t forget the 24-hour international connection rule, which lets us do a mini-stop en route, so look for those day-long layovers if you want to sample a new country on the cheap.
Continue reading about United keeps free stopovers on awards
Do you sometimes prefer making a connection or two instead of taking a nonstop flight, either to save money or rack up more frequent-flier miles? You might have to change your ways. Domestic U.S. transfers are now allowed much less frequently than before, and making connections on flights between an airline’s hubs is almost impossible.
No big deal, you might say. Wouldn’t any reasonable person choose a nonstop any time? Not necessarily. Different travelers have different priorities — some would rather save time, others money. But the best thing about the previous practice was that passengers had options. Now, that’s no longer the case.
Until June, you could make four transfers each way between Washington and Los Angeles on United Airlines — both cities are United hubs. Since then, the lowest fares have said this in the legal routing rules:
TRAVEL MUST BE NONSTOP
It’s not until fares of just under $700 round trip that the routing gets a bit more liberal — but it allows only one connection and only at a hub airport. Here is how this looks in the United tariff:
WAS-CHI/DEN/LAX/SFO-LAX
The slash indicates that you must choose among Chicago, Denver and San Francisco, but you can’t go through two of them — you would have been able to do so had there been a hyphen between them.
How does this affect you? As of this morning, the lowest published United fare between Washington and Los Angeles is $119 each way and books in L class — but it’s only valid on nonstop flights. What if none of the nonstops on the day you need to fly has available L seats? Then you will have to buy up to S booking class — the next lowest currently published — or whatever seat is available. There may be L availability on a connection through Denver, but it wouldn’t qualify for the L fare because it’s not nonstop. The bottom line is, the routing restriction will cost you at least $100 more.
United was actually the last of the major carriers to clamp down on routing rules, and many mileage runners — people who fly just to accumulate miles — had lots of fun for a long time. It still has one of the more liberal rules — except between hubs. American Airlines and US Airways follow the same policy. American requires a nonstop between Dallas and Miami, and US Airways between Philadelphia and Phoenix.
Delta Airlines is one of the strictest. For example, discounted fares between Atlanta, its main hub, and most major cities require a nonstop, even if that city is not a hub, such as San Diego and Las Vegas. A fair comparison would be the United routing between Washington and Las Vegas, which is much more generous:
WAS-SFO/LAX/DEN/CHI/WAS/EWR/HOU/CLE/PHL/CLT/PHX-LAS
This is actually a typical United routing. You can transfer only once at a hub, but it doesn’t necessarily have to be a United hub — Continental and US Airways hubs are also allowed, because United code-shares a huge number of their flights. Of course, current Continental hubs will become United hubs once their merger is complete.
Delta is so strict, in fact, that sometimes it requires a nonstop when neither of the two cities is a hub — for example, between Washington and Los Angeles. The curious part is that Delta doesn’t fly nonstop between those cities, but it code-shares the only daily Alaska Airlines flight from Washington National. So the only way to get a decent fare is to book that one flight at 9:15 a.m. If you can’t, you have to pony up.
To be fair, Delta allows both nonstops and “direct” flights, and when the other carriers say nonstop, they do mean nonstop. “Direct” flights are those fictitious flights I wrote about last month, which have nothing in common except for their number — most of them are operated on different planes and require changing gates and sometimes even terminals.
In addition, Delta is not always as draconian as in the Washington-Los Angeles case. Here is the routing between non-hubs Chicago and Los Angeles:
CHI-SLC/MSP/DTT/CVG/MEM/ATL/LAX/IND/DEN/SFO/LAS/PHX-LAX
The smaller the city, the more liberal the routing — although some bigger places seem to fall through the cracks, probably not for too long. Here is the United routing from Washington to Houston.
WAS-ATL/CLE/DTT/DAY/CMH/IND/RDU-CHI-HOU
WAS-ROC-BUF-CHI-HOU
WAS-ABE/HAR/ROA/SDF/RIC/CAK/CRW/ORF-CHI-HOU
WAS-NYC/EWR-ATL/CLE/DTT/DAY/CMH/IND/RDU-CHI-HOU
WAS-NYC/EWR-ROC-BUF-CHI-HOU
WAS-NYC/EWR-ABE/HAR/ROA/SDF/RIC/CAK/CRW/ORF-CHI-HOU
If you look closely, you will see that up to four transfers are permitted here — this many hyphens are very rare these days. I have the feeling this generosity will disappear once United and Continental start flying as one airline, for which both Washington and Houston will be hubs.
International routings are much more liberal and sometime can fill a page, but that’s a topic for another column.
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Should the new United Airlines have international first class, like the old United, or not, like the old Continental Airlines? Most frequent fliers expect a decision in favor of one of the two models, but why not go with a mixed model? Why not keep first class on routes where it makes business sense, and fly two-cabin planes where it doesn’t?
Since the two carriers’ merger was announced in May, there have been many opinions in online travel forums advocating just coach and business class, but it’s hard to see the world’s largest airline without long-haul first class at all. Continental may call its premium cabin BusinessFirst, but it’s business class.
In addition, United has already installed new first- and business class seats on more than half of its wide-body fleet, and it makes little sense to now remove first class and expand business class.
Regardless of the mechanics, there are routes that can sustain first class and actually make money, especially now that business travel has recovered from the slump during the global recession. Wouldn’t it be a luxury for United to pick and choose the routes on which it operates three-cabin planes and even change them seasonally?
Many foreign airlines have flown both two- and three-cabin aircraft on long-haul international routes for years, including United partners in the global Star Alliance, such as Lufthansa, Thai Airways and Asiana Airlines. In fact, Asiana currently flies one two-cabin and one three-cabin plane daily between Seoul and Los Angeles. In the Oneworld alliance, British Airways, Cathay Pacific and Qantas use a mixed model.
If you look at the loads in both first and business class on all those carriers, you will discover that they are selling extremely well — many flights in the next few weeks are actually sold out. As I reported last year, the recession forced some airlines to cut back on first-class service temporarily, but things now are very different.
So let’s not count United’s first class out quite yet.
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Continue reading about Keeping United international first class
Did you know that hundreds of fictitious flights inhabit airline schedules every day? They don’t exist in real life — just on paper. They are meant to make more money for the airlines by tricking customers and perverting a practice that was actually started to help travelers. In fact, they spell nothing but trouble for passengers.
Those fictitious flights are labeled “direct” by the airlines, which years ago decided to rewrite the dictionary and use that term for flights that weren’t nonstop but made at least one stop on the way to their destination. First, those flights were operated by the same aircraft, but later a “plane change” was introduced. The Department of Transportation has allowed the airlines to abuse the practice any way they like.
On my way back home from Boston last weekend, I was on United Airlines Flight 897, which the purser announced repeatedly was “a nonstop service to Washington Dulles, with continuing service to Beijing.”
I immediately cringed, because there is nothing “continuing” about the two flights, except for their number. The plane I was on was a two-cabin Boeing 757 and arrived at gate C19 at Dulles. The plane destined for Beijing was a three-cabin Boeing 777 and departed from gate C3. So the passengers connecting to Beijing did exactly what others did connecting to Flight 803 to Tokyo at gate C1 — or any other flight for that matter. They left the first plane and walked to their new gate.
Did the Beijing-bound travelers benefit in any way from the fact that their tickets had one flight from Boston to Beijing? Absolutely not. In fact, many of them were probably surprised to discover they were on two separate flights.
Then why does United even have that fictitious “direct” flight? Because it wants customers to think that they can fly from Boston to Beijing without the hassle of a connection — a competitive advantage no other carrier offers.
Have you tried to upgrade a “direct” flight? That can be a nightmare — not just for passengers but also for those who work in inventory management. They have to create inventory for a flight that doesn’t exist and to balance the load of two separate flights on different aircraft types with a different number of cabins and hugely different number of seats. As a result, the lowest booking classes and upgrades are often unavailable on “direct” flights. Some travelers are willing to pay more to avoid the hassle of transfers, not realizing there is a hidden connection.
Almost every international United flight has a domestic tag attached to it, but United is by no means the only U.S. airline abusing the system. All major carriers do it. Delta pretends to fly “directly” from Minneapolis to Moscow, Continental from Amsterdam to Denver, US Airways from Los Angeles to Zurich and American from Tokyo to Boston.
As I wrote two years ago, United and Delta are the biggest abusers, while American seems to be the most prudent in that most of its “direct” flights are operated by the same aircraft. American is also the only one whose website displays a “direct” flight as two separate segments at the very beginning of the booking process.
In the rare cases when foreign carriers, such as Lufthansa and Singapore Airlines, operate “direct” flights, they are flown on the same plane, so there is no danger you will miss your “continuation,” which happens regularly on U.S. airlines. If my flight from Boston to Washington had been late, United wouldn’t have held the plane for Beijing just because the two flights share the same number.
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Singapore Airlines topped yet another industry ranking this week, and while it usually deserves the awards it wins, there are a few aspects of the way it does business that drive some customers and partner-carriers crazy. Still, don’t expect those practices to change anytime soon.
The latest awards were bestowed by Britain’s Business Traveller Magazine. Singapore was named best airline overall and also won best economy and business class. Best first class went to Emirates, probably because of the shower on its Airbus 380 aircraft.
I have yet to meet anyone who has flown Singapore and didn’t like it, regardless of which cabin they were in. It has long been the world’s leading carrier in hard-product innovation and luxury, often years ahead of its competitors. One of my favorite features is the “Book the Cook” service, which allows passengers to order meals from a long and diverse menu as soon as they buy a ticket.
Many travelers point out the incredible attention to detail that Singapore flight attendants pay, but that is not uncommon among top Asian airlines, such as Asiana and All Nippon Airways. What has impressed me the most is that, in first class, the flight attendants anticipate your next need or wish and are ready to satisfy it before you even ask.
Once during a flight, I stood up from my seat to go to the lavatory, which was behind me, and when I turned around, I saw a flight attendant dashing toward the lavatory to open the door for me. I had just enjoyed black caviar as part of a five-course dinner I probably couldn’t afford on the ground, and I loved the bedding of the fully flat seat, but for some reason that gesture meant more than the luxuries.
The trouble with perfection is that it’s impossible 100 percent of the time, and most of Singapore’s policies are written for a perfect world, which is also impossible in the airline industry. Employees of every airline must follow certain rules, but Singapore’s staff has almost no flexibility in making exceptions or bending the rules to respond to a specific case or situation.
A couple of years ago, I flew from New to Singapore, with an hour-long layover in Frankfurt. Even though there was no plane change, all passengers had to get off and re-board. As soon as I reached the gate area, I realized I’d forgotten my cell phone in my seat pocket. I wasn’t allowed back because the cleaning crew had begun working, but a gate agent went to look for the phone. She came back and said it wasn’t there.
I was the last first-class passenger to deplane, and coach and business class passengers weren’t allowed in the first-class cabin, so most likely the phone was stolen by a cleaning crew members. But after a lengthy process that involved more paperwork than I’d expected, the airline refused to offer any good-will gesture or compensation.
There is no question that Singapore has some of the best premium products in the sky, but it may be overvaluing them a bit too much.
Let’s say you’ve paid more than $10,000 for a Star Alliance round-the-world ticket in business class. If you want to fly between Singapore and Los Angeles nonstop, you have to pay an additional $900 surcharge just for that one flight for the privilege of enjoying the “new” business class seats, which are now almost four years old. Charges of $500 and $600 apply to most flight between Singapore and both Europe and North America.
In addition, Singapore often blocks access to those flights by zeroing out the inventory in D booking class, which is the one required for round-the-world tickets.
It’s no secret that Singapore thinks the current round-the-world fares are too low. There are suspicions that it’s one of the driving forces behind the drastic increases in those prices in recent years, although there is no way to know this for a fact, because the Star Alliance uses a blind process based on input from its members to determine the fares.
Even more maddeningly for customers, Singapore bans members of the frequent-flier programs of its partners in the Star Alliance, such as Lufthansa, Air Canada or United Airlines, from using miles on flights with the “new” business-class seats. While the seats are the most spacious in the industry, the ban makes redeeming miles to Europe and North America virtually impossible — there are only two flights with the old seats.
Relations between Singapore and some of its Star partners — especially United — have long been sour, mainly because Singapore thinks it’s superior and doesn’t hide it. I’ve always been amazed that Singapore doesn’t code-share any of United’s flights, but it does code-sharing with US Airways.
There have been rumors that Singapore wants to leave the alliance, but so far they are just rumors.
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Continue reading about Singapore Airlines’ maddening perfection
