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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Transportation
363245

A bike tour will offer a good introduction to a place, and you'll cover much more ground than if you were on foot. In Buenos Aires, for example, Lan & Kramer Bike Tours (biketours.com.ar) has a few guided itineraries that are fun for all ages and abilities.

— Meda Florin
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Cruises
475617

Don't assume you can save a spot at the pool with your towel. Cruise lines give you one pool towel at the start of the cruise. If you don't have it (or a cleaned trade-in) at the end, you'll get charged. If you let it out of your sight, you run the risk of losing it or having it stolen by a fellow cruiser.

— Martha and Ken Wiseman
Tagged
Packing
501570

If you plan to visit a theme park, always bring a few sandwich-size Ziploc bags. They'll protect your cell phone and wallet when you're riding on flumes and other water attractions.

— Jack Bell
Tagged
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
Tagged
Technology
392283

When my husband and I travel with our children, our luggage is weighed down by diapers, formula, and other necessities. To save space and hassle, we now ship ahead most of those items to our hotel. We also came across a Web site called babiestravellite.com, where we can order supplies and have them shipped anywhere in the world.

— Mina Camera
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Loyalty Programs
345273

Preserve even the small number of frequent-flier miles you may obtain by making occasional use of a particular carrier; the miles can be worth money. Even if you don't regularly fly on Delta, Northwest, Continental, or several other airlines, sign up for their frequent-flier programs when you book a long or overseas flight. Points.com allows you to redeem miles for magazine subscriptions, music downloads, and other products. You can also use miles to get small discounts on purchases at retailers such as Amazon.com.

— Jonelle Niffenegger
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Packing
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Whenever my husband and I get new pairs of eyeglasses, we relegate the old ones to our luggage, along with an inexpensive repair kit from the drugstore. If something happens while we're away from home, we can hopefully fix the glasses ourselves. If they're beyond saving, we have the backup pairs to get us through the rest of the trip.

— Carol Alabaster
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Air Travel
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We were told by an airport security official to tape a business card onto the cover of our laptop. Turns out he has an average of six laptop computers left behind each day! There are so many more procedures now--removing shoes, removing coats--that people forget when they send their laptop through in a separate bin. The official added that it's very difficult to return them because most laptops have passwords that keep the owners' personal information hidden.

— Liz Nealon
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Technology
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Just before a trip to Spain, I emailed myself a list of addresses of the friends and family I might want to email while away. At a cybercafe, I was able to simply cut and paste the list into the address line of a new message.

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Car Rentals
356271

Whenever I know I'll be renting a car, I pack a couple of folded paper towels and two small spray bottles--one filled with window cleaner and the other with Rain-X, a product that repels raindrops. It's hard enough driving an unfamiliar car in an unfamiliar location. At least with a clean windshield I'm able to see properly, no matter the weather.

— Ed Rainer
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Cruises
461599

Internet phone services like Vonage can be programmed to send transcribed voice mails to your email in-box. That way, you can check your home answering machine quickly at an Internet cafe without paying insane roaming fees on your cell. The transcriptions won't always be perfect, but you'll get the gist.

— Martha and Ken Wiseman
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Air Travel
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It's often cheaper to buy a ticket to London and then fly onward within Europe via a regional low cost airline. Last summer, my husband and I bought consolidator tickets to London for $397. From there, we flew EasyJet to Nice for $72. The total cost was $469—much less than flying directly to Nice, plus we enjoyed a stopover in London.

— Jasmine Tata
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Hotels
421345

When I'm on the road, I often have to use the hotel iron before heading out to business meetings. But getting water into the iron can be a hassle--most irons won't fit under the sink faucet, and using a glass to pour water into the tiny hole is nearly impossible without spilling everywhere. There's an easy solution: Use the carafe from the coffee maker. Just be sure the carafe is clean, or you could end up with coffee stains on your clothes.

— Paul Schnebelen
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Cruises
389316

We decided to take our bikes on our last Caribbean cruise. It was a little crowded in the cabin, so the steward let us store them down the hall with the wheelchairs. We were last off the ship when we docked in Bermuda, but after five minutes we'd left our fellow passengers in the dust. And in less than fifteen minutes, we were far away from the busy port, enjoying a beautiful, deserted snorkeling beach.

— Wayne Matchett
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Hotels
416339

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
Tagged
Planning
360272

If you arrive in a foreign city after banking hours (and you can't use an ATM), convert only the money you'll need for the night. Some exchange booths offer a less favorable rate after banks close and then switch back to competitive rates when banks reopen.

— Jim Citron
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Packing
407285

When I travel with friends, we decide ahead of time who's going to bring what. If we're sharing a suite or have adjoining rooms, we don't need multiple hair dryers and umpteen bottles of shampoo. With the weight limits on baggage, we'll need the extra space in our suitcases for souvenirs!

— Haley Christensen
Tagged
Hotels
451355

I always bring a small flashlight to hotels in case there's a blackout. The building may not be equipped with emergency lighting, and, if necessary, my flashlight will help me quickly locate the nearest exit.

— Lois Meshonek
Tagged
Technology
386300

To find the perfect destination with airfare that meets your budget, try Travelocity's Dream Maps travel tool (travelocity.com). Select a maximum fare and a type of destination (city, national park, etc.) and the Web site will display a variety of trips matching that description.

— Matt Vance
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Planning
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I've discovered a wonderful way to enjoy massages at a fraction of the usual cost. Some massage-training schools provide superb service in a spa-type environment. Do a Google search to see if there are training programs near your next vacation destination.

— Karen Gardiner
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Planning
362279

When planning a vacation, we send away for brochures from major tour operators. They provide hotel and restaurant recommendations and sightseeing itineraries, which we then duplicate on our own. Use this trick to mimic the vacation packages of high-end tour operators for what can turn out to be a fraction of the cost.

— Raymond White
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Packing
383288

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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Planning
371294

You can suspend more than your newspaper when you're away. On several occasions, DirecTV has agreed to put my account on hold while I was traveling--without penalties, additional fees, reconnection charges, or the like. So, instead of a monthly bill of $65, mine gets prorated.

— Ed Clancy
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Car Rentals
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We rented a car last summer to tour northern Italy. Initially, we contacted Europcar (europcar.com) and got a quote of more than $500. We then clicked on a rental-car link from Best Fares (bestfares.com) and received an offer that knocked off about $50. When we mentioned to Europcar that we'd seen lower offers on the Web, they told us that if we sent them the URL and they could verify the offer, they'd match it. We eventually found a car that was an additional $100 cheaper from a British company. Europcar-which offered better service for our itinerary-accepted that lower price, saving us $150.

— Marcia Meyer
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Packing
371273

During the hot months of summer, I plan to travel with a very small spray bottle. I'll fill it with water and use it as a mister to keep cool. I got this idea when we stayed at the Noga Hilton in Cannes. On the dresser was a pink aerosol can full of Evian water. I took it with us sightseeing and, wow, it was so refreshing to spritz water on our faces.

— Joy Shebroe
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Museums
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If your travels take you to U.S. cities large enough to have museums, zoos, and/or botanical gardens, consider buying a membership in your home city's counterpart. Many have reciprocal privileges with institutions elsewhere. A membership at Chicago's Lincoln Park Zoo, for example, lets you see the National Zoo in Washington, D.C., and zoos in Los Angeles, Des Moines, and Jackson, Mississippi, at no charge.

— Alice M. Solovy
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Hotels
455352

The help of a concierge at an expensive hotel is available even if you're staying at a motel across the street. Go to the concierge with $5 (or whatever the assistance is worth to you) held discreetly but visibly in your hand. Chances are you won't be asked whether you're staying at the hotel. This worked for us once when we were stranded by a blizzard. We tried to rebook our flights on our own, but phones at the airlines were busy for two days straight. The concierge at a fancy hotel a few blocks away got through on his first try and managed to rearrange our flights for us.

— Janet Willer
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Packing
385291

If you know you'll be cooking while on vacation, bring along small amounts of the spices you need for your favorite recipes. You'll save by not buying large containers of spices.

— Joan Phillips
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Dining
380274

Using restaurant.com, you can buy gift certificates good at eateries in your destination city, regularly snagging (in my experience) $25 certificates for as little as $5 to $8.The site is awesome, and it works as well for restaurant certificates in your own city and for obtaining gifts for friends.

— Derrick Tennant
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Dining
379286

I carry recipe cards with me to jot down interesting dishes I come across while on vacation. (I also like to use colorful postcards from the area I'm visiting and trim them to fit my recipe box.) Here's a wonderful dessert idea I brought home after spending a rainy afternoon with my husband in a London pub: Top a warm waffle with vanilla ice cream, maple syrup, and chopped pecans. It's heaven with a cup of hot tea.

— Susan Mullens

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