US Airways
US Airways has denied recent suspicion that it has begun to block award seats made available by its Star Alliance partners for mileage redemption by members of its Dividend Miles program — a practice pioneered by United Airlines, which I first exposed in 2008.
The airline has been silent on the issue since reports about apparent blocking surfaced last fall. Many travelers said they found award inventory on various Star carriers, using one or more of the publicly available sources — the websites of All Nippon Airways, Continental Airlines and Air Canada — but US Airways agents were unable to see those available seats.
To some of us, that looked very much like StarNet blocking — manipulating the alliance’s award “middleware,” which provides access to any Star partner’s inventory on a first-come-first-served basis, to avoid paying other carriers for seats booked on their flights. The patterns resembled those on United, with the most filtering applied to Business and First Class cabins, though some fliers stumbled on coach seats as well. The most affected availability appeared to be on Lufthansa, but also on Swiss, United and others.
In addition, it made financial sense for US Airways to be limiting access to premium partner awards. In the last couple of years, it has in effect been printing miles with lightening speed, as a result of extraordinary promotions it has had, including selling miles at 100-percent bonus. Many Dividend Miles members bought miles and redeemed them for Business and First Class on partner flights, which likely weighed heavily on US Airways’ budget.
Several travel bloggers wrote about the issue, including Gary Leff on “View from the Wing” and Ben Schlappig on “One Mile at a Times.” Leff was more inclined to give the airline the benefit of the doubt, suggesting the problem might have been caused by technical glitches, as well as US Airways agents’ ignorance that some of their partners have First Class in addition to Business.
I’m not a big Dividend Miles fan, though I did help my sister buy miles for a trip to Europe with her family last summer, so it took me some time to look into the issue. I finally got around to it and alerted a US Airways contact at its Phoenix headquarters who has been very helpful in the past — Valerie Wunder, associate manager of media relations. She asked the powers that be and gave me the following response:
“We don’t block award inventory on other airlines, nor do we do the inverse — other Star partners block us from seeing their inventory to maximize their revenues.”
Probably the most frequent difficulty Dividend Miles members have been experiencing has to do with intercontinental First Class awards on Lufthansa, Swiss and others, so I asked Wunder if US Airways may be trying to restrict access to those specific seats.
“We have no restrictions on redemptions, regardless of class,” she said.
However, she offered no explanation for the problem. The mystery continues.
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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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Are you one of those travelers who wait until they get to the airport to find out that their flight has been delayed or canceled? It’s time to become a proactive flier and learn how to predict disruptions, so you can get rebooked before anyone else on your flight, with a minimum impact on your travel plans.
Although there is no guarantee that your prediction success rate will be 100 percent, because airlines often swap aircraft, the method I’ve adopted works most of the time. It’s actually rather simple: I track the planes assigned to my flights by matching arrival and departure gates. Continental Airlines makes it even easier by providing the most advanced data in the industry, but more on that later.
The aircraft for a United Airlines flight I recently took from Washington to San Francisco came from Sao Paulo. Had the flight from Brazil been late, I would have known hours in advance, which would have allowed me to get rebooked on the phone before even leaving home.
You might ask why you need to waste time tracking planes and matching gates, when airlines usually send e-mail and phone alerts in case of delays and cancellations. I find that I’m usually ahead of them, because for some reason their systems often take hours to update.
If I see that United 952 from Washington to Frankfurt is four hours late, I know immediately that the return flight 953 will be delayed, too. But I’ve seen United take hours to reflect that in its system, perhaps hoping that the plane will make time in the air. That can be a valid reason to wait for a final determination, as can be the possibility that another aircraft may be found to replace the delayed one.
So why am I so sure Flight 953 won’t depart on time if Flight 952 is four hours late? There is only one Boeing 767 flying to Frankfurt daily, and it operates both 952 and 953, which leaves no room for aircraft substitution. In addition, the turnaround time for that plane on the ground in Frankfurt is less than two hours, so there is no way the plane will leave Frankfurt on time after arriving from Washington four hours late.
Knowing the type of aircraft assigned to your flight would make the gate-matching exercise much faster, especially at a hub like Washington Dulles or Chicago. To make it even easier, you can use your departing airport’s website, which will display all arriving flights in a certain time frame with their gates on the same page. If you know your flight leaves from Gate 72 in Los Angeles, save yourself time by going to the LAX website, rather than the United site.
Most planes, of course, operate several flights a day, so if I have time, I track my planes since their first voyage in the morning. Yesterday, for example, the Boeing 767 I flew on from LA to Chicago had started the day in LA, flown to Denver and Chicago before returning to LA to pick me up. By the way, the tail number of that plane was N666UA.
What about aircraft replacement? That’s another reason to do your homework. That flight from Washington to San Francisco I mentioned earlier was scheduled to be operated on a Boeing 767 — with a domestic seat configuration, which means two cabins and those utterly unimpressive domestic first-class seats. As soon as I learned my plane was coming from Sao Paulo, I knew there had been a swap to an internationally configured, three-cabin Boeing 777, so I’d sit in a much more comfortable business-class seat. Since the substitution changed seat assignments, I quickly logged in and grabbed my favorite seat in the business cabin.
All major U.S. carriers’ websites show gate information, but Continental beats them all to the punch by displaying much more valuable data — it actually shows the tail number of the specific aircraft assigned to your flight and tells you where it’s coming from, including the inbound flight’s number. For instance, you are flying from Newark to Berlin on Flight 96 today, your Boeing 767′s tail number is N158CO, and it’s coming from Zurich as Flight 79. Right next to that information on the Continental site is a link to the real-time status of that flight.
Continental goes even further, offering descriptions of beverage and meal services for that particular flight, as well as data on in-seat power, entertainment, aircraft features and seat configuration.
This is a great example of a customer-friendly policy, which the merged United should adopt on its website. In fact, all airlines should provide that information — it would certainly make our lives much easier.
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Continue reading about Predicting flight delays and cancellations
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.
Related stories:
Airlines abuse ‘direct’ flights
One of the big questions of the United-Continental merger is whether the domestic premium cabin will be sold as first class, as is currently the case with United, or business class, which is what Continental does. For customers’ sake, that cabin should be sold as business class.
This is not just about a name — it affects booking classes and flight inventory, and the present discrepancies between domestic and international flights can be very confusing for passengers, and sometimes even for agents.
The domestic first-class designation is a tradition started decades ago, when all commercial planes had two cabins of service. But then along came business class, and the major network carriers ended up with three cabins on international flights. Currently, only United and American Airlines offer three-cabin service.
However, even carriers with two-cabin international flights call the premium cabin business class, while continuing to label the same cabin as first class on domestic flights. That’s the case with Delta Airlines and US Airways. Continental’s policy is confusing in a different way — it calls the front cabin first class, but if you look at its inventory, you’ll see that it uses business-class booking codes for it.
On United’s two-cabin narrow-body aircraft, the same cabin that is sold as first class on domestic flights is sold as business class on flights to Central America. For example, here is the inventory for Flight 209 from Washington Dulles to Los Angeles on Sept. 3, operated on a two-cabin Airbus 319 (the bolding of the premium codes is mine):
F2 A1 Y9 B9 M9 E9 U9 H9 Q9 V9 W9 S6 T6 L5 K5 G1
As many of you know, the letters F and A signify first class. Compare that to Flight 823 from Washington Dulles to Mexico City on the same day, also operated on a two-cabin Airbus 319. The letters J, C, D and Z signify business class:
J4 C4 D4 Z0 Y9 B9 M9 E9 U9 H9 Q9 V9 W9 S9 T9 L9 K9 G0
Now let’s look at an intercontinental flight, United 916, from Washington to Frankfurt, again on Sept. 3. We see both first and business-class inventory, as the flight is operated on a three-cabin Boeing 777:
F4 A4 J9 C9 D9 Z9 Y9 B9 M9 E0 U0 H9 Q6 V3 W0 S0 T0 K0 L0 G0
Things are about to get much more confusing. As I’ve written before, United is one of the biggest champions of what I call fake “direct” flights. Those are two separate flights that have nothing in common but a number. In this case, United sells its morning flight from Seattle to Washington with the same number 916. Why? Because that allows it to market it as a “direct” Seattle-Frankfurt flight, deliberately misleading customers, most of whom make no differentiation between a direct and nonstop flight.
Seattle-Washington is operated on a two-cabin Boeing 757 — yet, if you look at the inventory, you’ll see that United is selling it as a three-cabin flight, because in theory it’s the domestic connection to the truly three-cabin Washington-Frankfurt flight:
F7 A7 J7 C7 D7 Z7 Y9 B9 M9 E9 U9 H0 Q0 V0 W0 S0 T0 K0 L0 G0
So what happens if you want to upgrade on this flight? Do you upgrade to business or first class? The rule is that you can upgrade to the next higher class of service — according to the inventory, that’s business, but according to the aircraft, it’s first. What if upgrade space is not available in business, but is open in first? Are you allowed to jump over business into first and, in effect, get a double upgrade? Well, it’s not really a double upgrade because there is just one premium cabin.
United’s inventory management tries to align the seat availability in business and first class on those fake three-cabin flights, but sometimes they fail to do so. Perhaps they are confused, too. I’ve had occasions when I was waitlisted for an upgrade on one of those flights, and there was an upgrade seat available in the business-class inventory (the code United uses for that is NC), but not in first (code NF).
Once, I was on a two-cabin flight from Portland, Ore., to Chicago, which had the same number as a flight from Chicago to London. There was NC space, but not NF. My upgrade wasn’t clearing, so I called United and asked for a supervisor. She explained that, because this was a domestic flight, I needed NF space to get the upgrade — but it would have cleared had that been an international flight. I was furious, of course — it’s the same freaking cabin; why are we arguing about NC and NF codes? The upgrade did clear the next day.
More recently, I was on a two-cabin Washington-San Francisco flight that was sold as a three-cabin, because United markets it as the “continuation” of its Dubai-Washington flight. Guess where my upgrade was booked? That’s right, NC. So was that supervisor earlier wrong? Who knows…
Wouldn’t it be much easier for everyone if the domestic premium cabin was called business class? The only argument I’ve heard in favor of keeping the status quo is that passengers are used to domestic first class. I wouldn’t worry about that — they weren’t used to paying baggage fees, either.
The United-Continental merger, which received a green light from the Department of Justice last week, is a good opportunity to do something that should have been done years ago, when the rest of the world changed with the times.
Of course, it would be even better if United got rid of those fake “direct” flights — a practice Continental doesn’t use as widely as United — but more about that next week.
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Continue reading about Why new United should have domestic business — not first — class
