One of my clients objected to the only non-stop flight to her destination this week. Why? The airline that flies that route has lost her luggage. She went with a one-stop flight on an airline she thinks more of. The airline she objected to tops the list of the "Ten Most Complained About Airlines" and brings up an important point:
Pay more for a better airline.
Which hardly seems like a budget travel recommendation.
But the more travel I book, the more I realize that extra value should be placed upon a travel company that has good policies. My mental checklist includes:
1) Do you have to pay more for water? (U.S. Airways charged me $1 for a plastic cup of water. Not cool.)
2) Do I have to pay to select seats? (I paid $10 to put a client in an aisle or a window seat on Sun Country Airlines recently. I won't even consider AirTran for the same reason.)
3) If the price drops, will I get my money back (or credit)? Jet Blue and Alaska Airlines come through on this one for me.
4) If I need to cancel a flight, what is the policy? Most airlines (United, Alaska, Delta, etc...) will give you 24 hours after booking to cancel or change a flight with no penalty. American has no grace period.
5) Change fees? Southwest comes out big here, the only airline that lets you change without a fee.
Customer service matters. For the average person who doesn't book a lot of flights, lists that say who gets the complaints are important.
Sometimes bottom dollar is just not worth it.
...and never underestimate the savings that come from a good frequent flyer program. My hubby and I just booked a redemption ticket for the period December 19th through January 2. Individual tickets with Cathay Pacific cost a little more than competitor airlines - but the cost was more than recovered by not paying Christmas fares.
ReplyDeleteI just erased a long reply bagging all North American carriers in general. Overpriced. Crap service. Inferior rewards programs. Is there an airline that will let you redeem miles over Christmas?
Truthfully, if you can get yourself out of North America, you'll never fly another American Airline (given a choice). I flew a reputable airline for two hours within Asia (round trip) for the US equivalent of US$300. I can't get from Vancouver to Portland for that. Full meal. No charge for seats. No charge for bags.
American teachers being laid off should seriously consider applying at some of the American schools (for expats) in Asia - especially if you like travel.
Janet
Expat Educator (www.expateducator.com)