A Tale of Two American Airline’s Cities

 

New American Terminal at Miami Airport

I am writing this on my way home from a conference in Miami FL. I am sitting in seat 28C on an American Airlines 757. I don’t know why, but American can’t seem to give me two problem free flights in a row. 

Let’s start on Saturday morning at Chicago’s O’Hare airport. I had a 9AM flight to Miami. I arrived at O’Hare at 7:20AM. I walked up to the self-service kiosk, checked my bag (for $15 –Ouch!) and was on my way to the gate. The American employees we very helpful and very pleasant.

I made it through security. Let me tell you, that is always an experience. I was behind a family of 3. They had 3 suitcases, 3 carry-on bags, a stroller and various stuff in their pockets. Well, it took them 10 minutes to get every thing on the belt and get it into the scanner. Then of course they could not get through the metal detector. They must have gone through that detector 10 times until they stopped beeping. It was a comedy of errors. I had to laugh or I would have started to cry. They need to bring the “Family Lane” to O’Hare so that people that travel a lot and know how to go through security can avoid these situations.

So I made it through security, finally! I proceed to the gate and waited to board. The boarding process went smooth, even with a full plane and we were off to Miami on time! Wow, what a great flight. I really enjoyed it, all the on board entertainment worked very well, and the seat reclined too, as little as it reclines, it’s still nice when it works. We arrived at Miami 10 minutes early and I was a happy customer. Now remember, I check my bag. I guess that was a mistake. I waited almost 40 minutes for my bag and my bag was one of the first ones to come around the belt. I guess this should have been my first clue that American at the Miami Airport has some major operational problems. I took my bag and I was off to the Hyatt Regency Miami in a cab. I actually got a cab driver that knew where he was going and got me to the hotel in record time.

It was a great weekend conference. I had hundreds of people at my workshop and panel. It was a really wonderful experience.

So it is now 5:30AM on Monday and I am on my way to the Miami Airport for my return flight home. I arrive at the American Airlines terminal and proceed to the self-service check-in. As easy as it was at O’Hare on Saturday, it was that very difficult in Miami. I had already checked in on my computer at the hotel and I had my boarding pass. So I followed the directions on the self check-in machine and I touched “Bag Check Only.” I am good at following directions. It then told me to scan my boarding pass or put in my record locator number. Well, my boarding pass would not scan, so I entered my record locator number. It took it a while but it found me. It asked me how many bags I wanted to check and I pressed 1. It then asked me for my credit card. I inserted my Amex, it didn’t like that one, it said, “Enter another Credit Card” so I entered my Visa. I guess it liked that magnetic strip, and it charged my credit card. It then told me to go to the “Checked Baggage Only” line. And then it printed another boarding pass for me. Why I don’t know. So there are signs all over that state “Look For The Baggage Only Check-in Line.” That’s great, I am looking all over the place for this Baggage line and I can’t find it. I ask one of the AA employees, where is this Baggage Only line for self-serve? She informs me that I should just get in any line, we don’t have a Baggage Only line. Now mind you, I am standing in front of this sign that is telling people to look for this Baggage Only line and this employee is telling me they don’t have a Baggage Only line. So I get in line and I wait 20 minutes to hand my bag to an agent and it is 6AM! Once I get to the agent, she could not print out my luggage tracking tag that I had already put in all the info in the check-in kiosk. Unlike the Chicago Check-in kiosk where your luggage tags are printed out at the front of the bank of kiosks. So it took 30 minutes for me to check in at a very disorganized Miami Check-in area for American. Then you have to lug your bag over to this area where another employee takes your bag. And this is out of the way. They really have to figure this baggage thing out in Miami.

Now it’s off to the security. I figured, 630AM on a Monday morning, how bad could it be. I came around the corner and noticed that the line was not that long. So that was a good sign. Little did I know that the TSA agent that was checking ID’s thought he was Columbo and was interrogating every passenger that had to pass through his post. This short line that should have been no more than 5 minutes turned into another 20-minute ordeal.

Once I got through security, and yes I was behind another family that had at least 120 pieces of stuff to put thought the belt. How do I get so lucky! All I want to do is check in, go through security and get on my airplane. Is that too much to ask?

I now hike to the new gate area at the Miami Airport. American has opened part of their new terminal. It is really very nice, but the hike to the last gate, well, it’s a REAL hike. And there are no moving sidewalks like some other new airports with long walks have. But I make it to the gate with about 35 minutes to spare. I find a nice spot to settle in to wait for boarding. Now I understand how AA wants to board. You have a group and you are to board by group. Well, it kind of didn’t happen, as the agents lost control of the entire boarding process, which in turn backed everything up. It was like watching a keystone cop movie. Instead of having each group board, they boarded the early boards and then they called group 1, then 2 minutes later they called group 1, 2 and 3. And this is on a FULL 757! On the plane, there was not enough space for the deluge of carryon bags that the $15 bag charge has caused. People standing in the aisles shoving these bags that should have never gotten past the gate agent, trying to cram them into the overhead bins. Well, we did leave 8 minutes late, because no one that was in the aisle would sit down. What a nut house!

So we finally get settled and the plane gets pushed back, taxied and we took off.  The crew was friendly and efficient, but the audio system had this terrible buzz that it was very hard to watch the video. After about 15 minutes of the buzz, it started to fade, so I was able to watch the “CBS eye on American” video entertainment on the video screen. They showed 3 sitcoms. “How I Met Your Mother” “The New Adventures of Old Christine” and “The Big Band Theory.” Now these are prime time family sitcoms right? Well, I guess American doesn’t think so. Get this, they were bleeping out 25% of the dialog. It ruined the video. I was able to read lips at times and the words they were bleeping out were, sex, screwed and full sentences. Folks, these are not programs that are on pay per view, these are prime time network sitcoms. I just don’t get it. Why would they censor these programs? It really ticked me off. I think that American needs to chill out or stop airing video on its aircraft.

 The flight itself was comfortable and the plane was clean. But if you have to fly out of Miami on American, beware! They don’t have their act together like they do at Chicago O’Hare and it could be very frustrating.

Travel Agents, Worth their weight in GOLD!

 

Alan On Tour In The Pacific Northwest.

Have you tried to make any travel plans lately? If you have, you probably have searched and searched the web till your head was spinning. What you need to do is find a good professional consultant. A good travel consultant can find you deals that are not available on the web and can save you hundreds of dollars on cruises and tours. They can also give you great advice for your trip, such as little known places to visit at your destination. 

There has been lots of talk as of late that Travel Agents are a dying breed. Not so, they are not only alive and kicking, but more and more travelers are turing to them for help in booking their vacation travel. So a tip to the savvy traveler or the novice traveler, use a travel agent and save lots of time and money!

United TED, A Good Idea Gone Bad

 

The end of A Good Idea - TED by United

TED, was a great idea. Create an airline built on the Southwest model. One type of aircraft, one class of service. All crews can fly any flights as there is only one type of aircraft to be checked out on. Great Idea right! Wrong! United decided not to differentiate Ted and United and the public was confused. The passengers wanted to know what the difference was between the two airlines? Why should they fly TED? Unlike the Cruise industry, United did not keep the two brands separated, so there was no reason to fly TED instead of United. If United did their homework they would have made TED a separate airline and market it that way. But they didn’t and they drove it into the ground. I liked TED. It was a great idea, with friendly crews, clean late model planes and great fares. But just like the rest of the Higher UP’s in the executive offices at United, they just don’t understand how to run an airline let alone two airlines. I really hope that someday, someone with some business and customer service sense becomes the president of United. Until then, I guess we will just watch this once great airline implode piece by piece.

Delta to Add First Class to Shuttle Flights

Delta will begin adding first class seating on their MD88 Shuttle fleet starting December 1, 2008. The Delta Shuttle flies between Boston, New York LaGuardia and Washington DC. The new two class of service will seat 14 passengers in First Class and 128 in coach. Delta will continue the “Open Seating” policy in both classes on all Shuttle flights. If you decide to buy a First Class ticket, it will cost you $679 as opposed to $164 for coach. Currently The Delta Shuttle offers 30 daily between the three airports. Well, at least Delta still does not charge for your first checked bag.

Southwest New Boarding System Works Well

 

Southwest gate at Louisville Airport

I just returned from a business trip to Louisville Ky on Southwest. I have to say that Southwest has their act together. I love the new boarding process they have instituted. When you check in at home on the web, or at the airport you receive a boarding pass with a letter and a number. The letter is the boarding group and the number is the boarding position within that group. So if you are in group A and position 15, you will board with the first group and you will be the 15th person on the plane. It worked so well and everyone was happy. We boarded quickly and we were closed up and out of the gate and in the air in no time. The plane was full and we were on time!

 

Southwest also does not charge you to check your first or second bag. They do not have any hidden fees. What you see is what you get. I love that. Clean, efficient transportation. I wish the other airlines got it. They should all take a lesson from Southwest. Thank you Herb! You know how to run a great airline!

Wifi Comes to the Sky on Delta Airlines

Delta Airlines will outfit it’s entire fleet of 330 planes with WiFi by the summer of 2009. So you will be able to surf the net, send emails and read the local news at 35,000 feet. Delta is partnering with GoGo Internet service. The cost of surfing on Delta will be $10 on flights 3 hours or less. $13 on flights over 3 hours. The only thing you will not be able to do is make phone calls on the net with a service such as skype.

30,000 feet over the Pacific Northwest

Update on United Customer Service Problem.

 

Sunrise over the west coast

Well, I tried to use my FREE denied boarding compensation voucher but it was just such a hassle to get it booked, that I just went ahead the next day and bought a full fare ticket to Las Vegas on the website. That way I did not have to speak to anyone at United. I cannot tell you how frustrated I was and still am at United Airlines. I could not get a reservation agent to help me book this ticket. How can anyone run a business that way. The airlines need all the happy customers they can get. But all they do is Piss People Off on a consistent basis. I will try to use the voucher on my next trip, when I am not working on a deadline and I don’t need to get some where on a particular time and day. But the next time I call United I really want to talk to a person that I can understand and that will not insult me on the phone. Get a Clue United! Hire people that care about your customers! I really liked flying United, I want to like United, but they keep kicking me in the head every time I try to book a flight!

Orient Lines Returns with the Marco Polo II

 

 

Marco Polo II at anchor

 

Orient Lines, which was purchased by NCL a number of years ago and basically dismantled, is rising from the ashes today. Wayne Heller, CEO and owner of the “New Orient Line” announced today that Orient Line has acquired the SS Maxim Gorkly and will rename it the Marco Polo II. The 24,981 ton vessel is a classic ship in the tradition of Orient Line’s original Marco Polo, which was much loved by Orient Lines’ guests, said Wayne Heller. The ship will hold just over 600 passengers.

The new Marco Polo II will make her maiden voyage in April 2009 and sail from Barcelona on a Western Med itinerary.  You will be able to book your cruise on the Marco Polo II beginning on September 8, 2008. The cruise schedule is very destination focused with cruises ranging from 11 to 37 days. Prices will start at $2399 per person based on two to a cabin. The line will include several free shore excursions with each cruise. There will be a single seating in the dining room, which is a plus for all passengers as you won’t have to decide what seating to choose.

I am really looking forward to the launch of the new Orient Lines’ Marco Polo II. I hope it will continue the Orient Lines tradition of exceptional service.

When You “Got to Go!” There is Help…..

If you travel for business or pleasure, there comes a point in your day when you “Got to Go!” Yes that’s right, you have to find a toilet and you are in a strange city and you need one BAD! What do you do? Well fear not anymore, I found this great website that works on your mobile phone. It’s called MizPee and it will direct you to the closest toilet in the area. Just go to www.mizpee.com on your mobile browser, click on “Find toilet” then input your location and click “Find” and presto! a list of Toilets near your current location pops up. This can be a real life saver when you are on the GO! (no pun intended).

Check it out and let me know if it worked for you. It has worked for me, thank goodness!

Seniors Save Big on Royal Caribbean

 

Brilliance of The Sea at anchor

I have been sailing with Royal Caribbean since the late 70’s. I am always look for ways to save money and take as many cruises as possible. You may not know that Royal Caribbean offers Senior Citizen fares for people 55 years of age and older. Now these reduced fares are not available on all ships on all sailings but the sailings they do offer them on can save you hundreds of dollars. If you book your cruise through a travel agent that knows their cruises, they can help you save big bucks. If you want to save $300 to $500 per person, look into the Senior Fares on Royal Caribbean. You can check out the senior deals at www. royalcaribbean.com and maybe I will see you on your next Royal Caribbean Cruise!