Confessions Of...An Airline Executive

"Only a few people will get the cheapest fares"

(Illustration by Christoph Niemann)

Our anonymous confessor has been in airline public relations, marketing, and customer relations for a decade now.

Complaints Executives are concerned about the company's image, and the most effective complaints go right to the top with threats of talking to the media or the Department of Transportation. These complaints are handed off to someone like me, whose job is to make you feel better--in the form of free tickets, if you're lucky.

Refunds and changes I'll never get those travelers who buy nonrefundable tickets and then give the airline a hard time because they can't have a refund. If you must change plans, you can request that a reservation agent waive a fee, but it's unlikely you'll get anywhere. Agents try as hard as an NFL defense to hold the line. We will, perhaps, waive change fees if there was a death in the family, you're horribly sick or under military orders, or you encountered a flash flood or some other disaster on the way to the airport. But don't be surprised when we ask you to prove your situation.

Lost luggage Airlines anticipate that about 1 percent of checked bags will be mishandled, damaged, or lost, and they even budget accordingly. The maximum that domestic airlines have to pay for damaged or delayed bags is $3,000 per passenger, as per the Department of Transportation. But airlines hardly ever pay anywhere near that amount because they don't reimburse for cash, cameras, video equipment, computers, jewelry, antiques, or other expensive stuff.

Delays and cancellations If flights are delayed or canceled, airlines usually promise to reimburse passengers only for immediate needs (such as meals, ground transportation, and lodging). Airlines will never pay claims for losses that are due to missed meetings or lost wages. If you make a big stink, however, we may provide tickets or discounts on future flights, as a gesture of goodwill.

Sale fares We limit the number of sale seats on each flight, so only a few people get the cheapest fares. We may offer lots of sale fares on less popular "dog flights" (usually on Tuesdays and Wednesdays) but few or no discounted seats on Fridays and Sundays. There's no law stipulating that a certain percentage of seats be discounted when an airline announces a sale. In 1993, the DOT slapped Continental's wrist and stated that a combination of flights with sale-fare seats ranging from 0 to 7 percent of capacity wasn't reasonable. Our lawyers say we're safe if we discount 10 percent of capacity during a sale. Can an airline get away with 7.5 percent? Probably.

Of course, there's the "float the boat" effect, in which a well-publicized sale brings in customers who wind up buying tickets at much higher prices. Another executive recently boasted to me that he offered a rock-bottom sale for a limited time--and nearly two thirds of the tickets were sold at higher fares.

Where the deals are Consumers marvel at the ease and convenience of booking through an online travel site like Expedia or Orbitz, but airlines have to pay those sites as much as $10 per flight for the booking. It's no wonder that the lowest fares are usually found on the airline's own website.

Note:This story was accurate when it was published. Please be sure to confirm all rates and details directly with the companies in question before planning your trip.
 
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Travel Tips

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Photography
450638

Carry a Polaroid camera when traveling to developing countries. In Cambodia, several village children gathered around us, posed enthusiastically for pictures, and were fascinated by their images in our digital camera. We wanted to send them the pictures, but they were unable to tell us their address. Polaroids would have solved the problem!

— Cynda Perun
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Hotels
471338

Don't assume a single room costs less than a double one. I booked a hotel in Spain online and noticed that rates were the same whether I booked a single or a double, but the single was much smaller and its bathroom had only a small shower stall and no tub.

— Don Carne
Tagged
Hotels
415339

Before you go to sleep, check to see if a previous hotel guest left the alarm clock on. I've been awakened before 7 a.m. twice in the last couple of months by alarms I did not set. (Make sure the clock shows the right time, too!)

— Rachele Helphill
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Packing
382300

My husband cut an old contact lens case in two and uses the halves to carry his medication when we're traveling. He prefers them to regular pillboxes because lens cases are watertight and compact enough to carry inside a shirt pocket.

— Jean Holtmann
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Loyalty Programs
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Pay close attention to those newsletters enclosed in your frequent-flier statements. They usually contain special offers and promotions that can earn you double or triple miles if you stay at a certain hotel or eat at a certain restaurant.

— Kim Borisenko
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Transportation
363245

When I'm on a cruise with my wife's family and we're in a foreign city for the day, I get off the boat as soon as we dock and hail a taxi. I ask the driver to call his dispatcher and find me a van with an English-speaking driver. Then I negotiate an hourly rate and a pickup time at the dock. The family tours together for a few hours, and then each couple either gets dropped off where they want to spend extra time or returns to the boat (this is great for my elderly in-laws). We get a tailor-made city tour for a much cheaper rate than if we had booked through the cruise line.

— Stuart Hanzman
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Air Travel
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If you've accumulated more souvenirs on your trip than you can carry, drive your rental car up to curbside check-in, then return the vehicle and come back on the shuttle bus with only your carry-on. This only works if there's no check-in line, but can save dragging your luggage onto the shuttle bus, across parking lots, etc.

— Robyn Volkening
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Road Trips
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I take each of my grandchildren on a road trip the summer each turns twelve. The trips range in length from two weeks to a month and require careful packing. I've learned to put our clothes and any snack items we'll need in large plastic bins that fit in the back of my minivan. We each bring a small bag and pack it every evening with items we'll need for that night and the next day: no lugging heavy suitcases in and out of motels or hotels.

— Patsy Maddox
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Technology
418299

My husband and I travel to out-of-the-way towns where rural roads can be hard to navigate. We use a handheld GPS (Global Positioning System) to mark the spot where we're staying, the main highway turnoffs, and, most important, the turns to unmarked side roads. When we're back-tracking and arrive again at confusing intersections, we whip out our GPS and immediately know which route to take home.

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Family Travel
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Give your children a coach's whistle in case they get lost; put it on a ribbon so they can wear it around their neck. The piercing sound may be annoying, but you'll definitely find them quicker!

— Chandra Huang
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Loyalty Programs
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If you don't have enough frequent-flier miles to get to Europe, use your miles to reach a major airport in the United States and then pay for the overseas flight from there. For a trip to Ireland, my husband and I used Delta SkyMiles to get from Cincinnati to New York's JFK airport and from there took Aer Lingus to Ireland. The Aer Lingus internet special was $267 per person. A Delta flight from Cincinnati to Ireland was $1,150 for two. We saved more than $600.

— Kristin Farrell
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Packing
361242

Everyone knows that duct tape is great for helping out in travel emergencies, but no one wants to lug around a bulky roll of the stuff. By wrapping a few feet onto a pencil or ballpoint pen, you'll get a miniature roll that does not take up much in the way of additional space.

— Randy Hartselle
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Packing
360286

To save space, pack items for travel that you can use in at least two ways. In a pinch, shampoo can double for detergent when washing your clothes (carry the bottle in a Ziploc bag in your suitcase); sandals or flip-flops also function as slippers; and a swimsuit cover-up can serve as a bathrobe.

— Patricia LaRock
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Planning
351258

If you're planning to use an ATM abroad, make sure the money you need is in your checking account, because some foreign ATMs don't allow access to savings accounts. And remember to carry your bank's local phone number with you; 800 numbers generally don't work overseas.

— Donna Johnson
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Technology
408287

We always e-mail our itinerary--including flights, hotels, and confirmation numbers--to ourselves and to family members. If our luggage is lost or our wallets are stolen, all of this essential information is just an Internet café and a few quick clicks away.

— Courtney Fuller
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Planning
453643

My husband and I create personal cards (like business cards) before we leave home. We put our name, address, phone, and email address on them, as well as a picture of us. How many people have gotten home from a trip, looked at a slip of paper with a name and address, and wondered, Who is this? The picture helps link a name to a face.

— Susan Fornoff
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Packing
372258

For overnight flights, pack a few Oral B Brush-Ups in your carry-on. Before the plane lands, you can "brush" your teeth, leaving you refreshed and ready for the day!

— Janice Pruitt Winfrey
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Planning
381259

When I'm planning a trip, I almost always call the hotel concierge before I arrive, and if my hotel doesn't have one, I call a hotel that does. Recently, I asked for advice on what to see since I only had four days in a new city. I told the concierge what I thought I should try to do, and she said I had too many things packed into four days. She gave me a list of hot spots to visit and places to avoid, and even recommended a florist to call on for fresh flowers. With her help, my trip was far more enjoyable than it would have been otherwise.

— Brian Berg
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Planning
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I have the words "hotel" and "taxi" on my cell- phone speed dial. On a trip, I change the numbers, but leave the preprogrammed titles the same--instant access and no more little slips of paper everywhere.

— Isabel Burk
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Packing
378288

When I travel for business, I usually tack on a few extra days to do something active like hike in a nearby national park. I find that by taking two small suitcases instead of a single large one, I stay better organized and less burdened. I keep my business clothes, papers, and laptop in one bag and hiking clothes and gear in another. I leave the suitcase I'm not using at the time in the rental car and easily carry the lightweight case with the equipment and clothes I need into my hotel.

— Ellen Worthing
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Cruises
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Most cruise lines offer certain drinks for free--juice, lemonade, iced tea, coffee, milk, tea-but you'll have to pay for soda. If you're a caffeine addict, pack a bottle or two. Unlike on a plane, you won't have to worry about paying for the added weight.

— Martha and Ken Wiseman
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Packing
382272

If you're traveling with a companion, pack half of your belongings in his or her suitcase and vice versa. This way, if one piece of luggage gets lost, you'll each still have some clothing.

— Christina Costigan
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Packing
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When traveling in the developing world, I always bring several packets of stickers to give to children. They're wonderful icebreakers.

— Linda Vogel
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Safety
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I agree that the anti-seasickness medication for cruises, Bonine, is excellent and effective; but there is a budget way to buy it. The primary ingredient in Bonine is meclizine (25 mg). While a package of eight Bonine tablets costs just over $4 at a drugstore, you can buy a bottle of 100 generic meclizine (25 mg) for about the same price. This is an over-the-counter (no prescription needed) item, but you usually have to ask for it at the pharmacy counter.

— Lila Held
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Dining
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Deli counters in grocery stores are great mealtime alternatives to restaurants or fast-food fare when you're exploring the United States. The food is fresh, there's a big variety (hot and cold), and economically, it's a great break. I recently had a complete hot meal, including beverage, for $3 from a grocery-store deli.

— Teresa G. Barcus
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Planning
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Be certain to have enough blank pages in your passport. Someone I know had a terrible time getting per- mission to board a flight from Zambia to South Africa because she didn't have the two blank passport pages required to enter South Africa. Thank goodness my husband had read about the requirement. Before the trip, we sent our passports to the center in Charleston and had extra pages added at no charge.

— Patricia Beagle
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Road Trips
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For our road trip through the English countryside, I printed out a detailed map for every location we wanted to visit from multimap.com. I labeled each map with the day we planned on using it and wrote down the interesting sites and places to eat along the way. I kept them all in a folder and added brochures from the places we saw. It was a great souvenir upon returning home.

— Karen Holt
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Packing
362297

Always carry peanut butter. A plastic jar is easy to pack, doesn't need refrigeration, is a great source of protein, and makes a quick, cheap meal when coupled with local bread. (But don't forget to pack a plastic knife for spreading it.)

— Nancy Norman
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Car Rentals
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I've saved lots of money using AAA. In addition to providing excellent roadside services (help with stalled cars, lost keys, etc.), most AAA chapters offer discounted tickets to Disney World and a preferred parking pass that enables you to grab specially designated spots near the entrances. It's a dollar saver, and you don't have to walk far or take the trolley in the parks!

— Judy Small
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Hotels
440361

If you can't sleep due to the heat in your non-air-conditioned hotel room, take a cold bottle of water and place it on your pillow, in the crook of your neck. It will cool your whole body down.

— Tony van Hasselt

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