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Every now and then, I get an email I feel compelled to share; usually my correspondent is amazed or angered by an airline’s performance (mostly the latter). The “Elite” issue has been brewing this week as Chris Elliott stirred the pot in his MSNBC column. But these emails are more than rants — I often learn something from them (not sure why a seat wasn’t confirmed for her at purchase time …). Let me know if you do, too. Hey, Rick! Just had an interesting experience with American Airlines: interesting as in, “awful.” Here’s what happened: I needed to go to Dallas, so I booked my trip from LA about 10-days before. Like any good citizen, I planned to leave the house with my boarding-pass in hand. Hah! You know how you can only get the pass beginning 24 hours before your flight, right? And there I was, 24 hours ahead of time, ready to make my seat selection and print out the pass. Only one problem. There were no seats. Keep reading - you may be surprised how long it took her to get seats. |
Okay, so there were no seats 24 hours ahead of time - available to me, at least. I’m patient. I checked back 3 hours later; still no seats. 5 hours later, 8 hours later, 12 hours later, same thing.
By this time I’d contacted American, and I am pleased to report they responded promptly. Of course, what they said in their prompt response was of no help, but still…
Anyway, here it is, verbatim: “American Airlines usually withholds a percentage of seats until the day of departure. This allows our airport personnel to accommodate passenger needs on the day of departure. If you are unable to pre-assign your seat at the time of your booking, you may obtain your assignment upon check-in for your flight.”
Wait - is this the same airline that urges you to print out a boarding pass before you come to the airport? It is. Well - I didn’t have one! (And yeah, I checked again, right before I headed to LAX). First time in years I’ve gone to the airport sans boarding pass.
So what? Well, c’mon - it meant a little more trouble for me AND more time and trouble for the airline - they had to take the time to get me a seat and they had to take the time to print me out a boarding pass. It adds up, for them, for me.
Look, I know what they were doing - saving seats for more “valuable” passengers than me, the business fliers who have to breeze into the airport at the last minute, and because they’re elite mileage guys, they expect the best seats. And I also know the airlines were probably hoping to “sell” some seats in the latest “fee for roomier seats” scheme they’ve got going, but really…I would have settled for knowing I had a middle seat, anything, if only to be able to print out that boarding-pass and save myself some time.
I am done venting. It’s a little thing - but like I said - those little things add up. And I’m steamed. Nope, not gonna say I’ll never fly American again - I’m too cheap for that and if they have the lowest price, I will fly them.
BUT…if another airline, any other airline out there has the SAME price as American or a price that’s just a couple of bucks more, I will fly the other guy.
Talk to ya soon,
Patricia
Hey Rick - next new fee - for a seat - any seat - aisle, window, middle, anywhere on the plane - the ones right in front of the bathrooms - you know the ones that do not recline - ok - you paid for your reservation - but cannot get your boarding pass printed out in advance - as there are NO SEATS - when you get to the airport - if you want to actually board that plane - the one for which you have a paid reservation - you have to pay $100 for whatever seats are left over — to board the plane and actually fly to your destination - and if you refuse to do that - then you lose your reservation and all of your money! What a deal - I bet AA is the first one to try this fee.
Comment by toomanyfeesalready — June 19, 2008 @ 5:42 pm
If AA was withholding seats at all, it was not for “elites”, but for those willing to pay their “full price” of $1225.50 ONE WAY.
And as long as people like you have an attitude of “if they have the lowest price, I will fly them”, then they are acting totally rationally in taking any cost-cutting expedients to lower prices, even if it means treating passengers like dirt, since they will be back.
You can’t have your cake and eat it all. If you don’t like the service, don’t fly them again–enough people doing so they will get the message and improve the way they treat you.
Comment by Hillrider — June 19, 2008 @ 10:01 pm
Hillrider brings up an interesting point. Currently, airlines don’t have any incentive to improve their product because the one impetus for change - that would be us customers - are not demanding change with our pocketbooks. We SAY we want good service, but we don’t back that up by booking with an airline that offers good service if it is more expensive.
HOWEVER, what domestic airline out there actually offers a good product in economy anymore? Most all airlines don’t really offer a “wow!” economy product that is really different from the competition. In my opinion, there are very few differentiators left; such as Continental still serving free food in Economy or Southwest not charging fees for every little thing or JetBlue offering TV and more legroom. But in the end, I’m pretty sure US consumers are not willing to spend even $50-$100 more for a couple more inches and a small TV screen.
Indeed, a Catch-22!
Comment by Artie — June 19, 2008 @ 11:06 pm
This column, and C Elliott’s piece, resonate with me. As an infrequent leisure flier, it seems all facets of commercial air travel are conspiring to make travelers of all types more anxious and defensive. I certainly noticed it during our recent MSP-DEN and return flight, particularly at Denver Intl. Airport. You pay more and get less, the airports are crowded and hassle-ridden. The airline counter I flew was understaffed, and self-check kiosks were rendered useless because 1) unfamiliar fliers didn’t use them and 2) baggage tags backed up behind the counter as airline staff scrambled to process them as well as fix the true problems and requests for help.
At the security line, a mom and son had the audacity to cut the serpentine line leading to the checkpoints. Our (late a.m. Tuesday) departure was delayed 45 min, primarily because the flight was late coming in. However, some boarding was pokier than it should have been because of some clueless or unconcerned passengers.
Luckily the crew was able to cut half the delay time in flight. Attendants requested final-destination passengers to stay seated to allow people scrambling to make connections. At that point, I was a little angry and greedy and wanted to ignore that, but my spouse calmed me down and I agreed to that– up to a point. As expected, about 3 rows back, some passengers slowly removed lots of large carry-ons as those behind them anxiously waiting.
No wonder one needs a sense of calm, go-with-the-flow as you experience modern US commercial air travel nowadays. Most every aspect of flying cause people, regardless of cabin or frequent-flier status, to reflexively seek satisfaction and assurance.
Comment by Halibut-Harvesting Hal — June 20, 2008 @ 10:26 am
If the traveler made her reservation 10 days in advance, she could have done her own seat assignments at that same time. Her complaint doesn’t indicate that she had tried that…I realize that she may not have known to, but most travelers get those at the time they book.
Comment by Sally Watkins, CTC — June 20, 2008 @ 12:04 pm
Sally, she said she DID attempt to get her own seat assignment at the time of purchase — but she couldn’t do so, as the airplane seating chart that popped up showed NO seats available.
Comment by Rick Seaney — June 24, 2008 @ 10:56 am
I agree with Rick (#6), I booked 3 tickets for this July Lax-EZE with UA for $606/ticket (including all tax+surcharge), but the return had no seats???? So I cancelled it. Most of the time AA has seats (emergency exits)for the elites, but don’t ask for any “elites” treatments…there is none. Hal (#4) gave us the key point “understaff”. I flew business class with AA with 1 (yes, ONE) flight attendant served 16 “elite customers”.
And to agree with Hillrider (#2), first class can NOT admit to “First” class lounge. Has anyone hear of Singapore airline, EVA air, & Thai Airways??? Do they serve their customers??? Find out pls, so we don’t cry over our pathetic US airlines (I love my USA, don’t take me wrong)
Comment by bacai — June 24, 2008 @ 9:47 pm
Singapore Airlines (SIA) has best customer service by far. The fares do cost a little more. I have flown SIA and United (UA) on the SIN-HKG-SIN route several times. Yes, UA was cheaper. No comparison on service. Yet SIA was fully booked. Again, if price is your main concern, then fly the cheapest airline. Second, you do not have to be an “elite” member to use the lounges if you hold a business/first class ticket. It is automatic admittance. At least in Asia and Canada it is. I read it is not in the US for domestic flights. You will find that Asian airlines (my experience) still offer wow economy (see Cathay and SIA as 2 examples). Perhaps it is the nature of Asia that service matters and they are pleased to serve you.
Comment by Fred Shen — June 26, 2008 @ 2:09 am
Yes, I agree w/ Mr Shen. the “service matters”.
You can also “seating down check-in” @ Singapore airport for business class, just like you go to the bank to open a new account. You got nice champagne glass as soon as you sit down on Thai airways business class. With SIA, econ class is nice enough (if you are not overweight.)
“They are pleased to serve you.”
Comment by Bacai — June 27, 2008 @ 5:12 pm
Rick….I believe you misread her statement. She didn’t try to get her seat assignment at the time of ticket purchase, but rather at the time she tried to print her boarding pass (24 hours prior to flight). Seat selection at the time of purchase works pretty well.
“You know how you can only get the pass beginning 24 hours before your flight, right? And there I was, 24 hours ahead of time, ready to make my seat selection and print out the pass. Only one problem.”
Comment by Deezer — August 14, 2008 @ 10:27 am