Comments on: In My Mailbox: Infrequent Flier is Mad at American (Seat Shortage)

By: Deezer

Deezer — Thu, 14 Aug 2008 14:27:46 +0000

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.”

By: Bacai

Bacai — Fri, 27 Jun 2008 21:12:34 +0000

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.”

By: Fred Shen

Fred Shen — Thu, 26 Jun 2008 06:09:38 +0000

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.

By: bacai

bacai — Wed, 25 Jun 2008 01:47:01 +0000

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)

By: Rick Seaney

Rick Seaney — Tue, 24 Jun 2008 14:56:29 +0000

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.

By: Sally Watkins, CTC

Sally Watkins, CTC — Fri, 20 Jun 2008 16:04:42 +0000

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.

By: Halibut-Harvesting Hal

Halibut-Harvesting Hal — Fri, 20 Jun 2008 14:26:33 +0000

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.

By: Artie

Artie — Fri, 20 Jun 2008 03:06:12 +0000

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!

By: Hillrider

Hillrider — Fri, 20 Jun 2008 02:01:20 +0000

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.

By: toomanyfeesalready

toomanyfeesalready — Thu, 19 Jun 2008 21:42:19 +0000

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.