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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Planning
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Packing
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Pack a couple of mountaineering carabiners. Clip one through the handle or strap of your bag and secure it to something solid wherever you may be (to a bench in the park or in a train station, to the railing of an overhead compartment on a bus, etc.).The carabiner adds a bit of security, especially if you're snoozing.

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Planning
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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.

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Packing
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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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Hotels
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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!)

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Technology
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Hotels
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Planning
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Note the expiration dates of any debit or credit cards you plan on using while you're away. In Budapest, I tried to withdraw cash with my ATM card, only to find that it had expired just days before.

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Packing
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Pack a glue stick for journaling. Rather than bringing home an envelope full of ticket stubs and mementos, you can glue them into your journal as you're traveling. You'll have a better chance of remembering what the ticket was for if you label it right away.

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Technology
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When overseas, I carry a "cheat sheet" that includes exchange rates and metric conversions. Currency conversions are available at oanda.com.

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Photography
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I enjoy off-peak travel best--rates are cheaper, lines are shorter--but the weather can be iffy. To combat Mother Nature's unpredictability, I always pack a roll or two of black-and-white film. While dreary-day color photos bring only consoling remarks from friends, black-and-white film tends to lend a mystique to gray landscapes and creates some very dramatic Ansel Adams--esque shots.

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Packing
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Frequent fliers should consider noise-cancellation headphones. They have a built-in device that "hears" low-frequency sound just before you do and generates a sound wave that cancels it out. Several manufacturers make them, ranging in price from $40 to $300 or so.

— Ed Wilhite
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By starting a blog for each trip--at blogger.com, among others--you can keep your friends and family up-to-date on your adventures. All you need is an Internet café to add entries and photos while you're on the road.

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Packing
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I like to bring a Frisbee when I travel. At the hotel, it's a convenient place to collect car keys, loose change, my ChapStick, and any other small objects I normally keep in my pockets. I always know where everything is, and things won't fall off the nightstand. It's also handy to have so you can play Frisbee at a nearby park or beach.

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Planning
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Car Rentals
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Family Travel
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If you're on a road trip with young children and you're looking for a place to let them blow off some steam, check out the playgrounds at local elementary schools. They almost always have equipment that your children will love to explore. It will also give everyone in the family a welcome chance to stretch their legs.

— Heather Fitzgerald
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Packing
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Use an empty M&M's Minis tube to carry quarters. The top holds tightly, but still pops open easily enough, and the size is perfect to slip into a car door or bag. I find it very useful when traveling by car (for tolls and parking meters) and by airplane (for luggage carts or newspapers).

— Judi McDowell
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Planning
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If you wait to buy a discount-granting Entertainment Book until around six months before it expires (expiration is usually scheduled for November), you can often buy a $20 to $47 book for as little as $10, plus $5 shipping. Online access to the coupons is sold for $7 a month. These are great for vacations out of town.

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Planning
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You can enjoy free airport-area parking by staying the night before departure at an airport hotel or motel that offers park-and-fly rates. The cost of that overnight (which usually entitles you to two weeks of parking) is much less than what you'd otherwise pay at an airport parking lot.

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Air Travel
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Cruises
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Public libraries in the ports of Alaska are a tremendous money-saver. Who wants to pay $5 a minute for Internet use from a cruise ship? During a port stop on a recent Alaska cruise, we found a city library that offered free Internet use for 15 to 30 minutes. Our only cost was a short wait in line.

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Planning
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Packing
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Before I embark on a trip, I cover the dirt of my potted plants with plastic bags after watering them well. (Cut a few slits in the bags and keep plants out of direct sunlight.) The soil will stay damp for about three weeks.

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Packing
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No longer do the many key chains I get as advertising languish in bureau drawers. I attach one or two at the ends of my luggage zippers. They make it easier to work the zippers and help me identify my luggage on airport carousels.

— Marie J. Kilker
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Download the most up-to-date airline schedules from the individual airline Web sites to your PDA before you leave home. Should you encounter a delay or cancellation at the airport, you'll have all the information needed to find another flight quickly.

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The middle seat isn't always awful. On a recent trip overseas, I called too late to confirm an aisle or window seat. After explaining the plane's AB-CDEFG-HI configuration, the customer service agent urged me to take the very middle seat, E, because D and F have less foot room. (In some rows, there are metal boxes underneath the seats in front of you that house wiring for onboard electronics.) I went along with her advice somewhat skeptically, but I ended up with plenty of room. The people on either side of me weren't so lucky.

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When buying bottled water, look at the bottle cap to see if the seal is still intact. While visiting the Acropolis on a very hot day this summer, I caught a young boy refilling empty water bottles from a tap and recapping them. He was then selling the bottles to thirsty tourists.

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Solo Travel
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When I travel to a new city, I check with the local running club to see if there are any events planned during my stay. The entry fee is usually donated to a charity, and I get great exercise, meet locals, and tour a part of the city I may not have known about.

— Kelly Christensen
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Check out worldclimate.com to find monthly average temperatures and rainfall for thousands of cities worldwide. You can avoid countries during their rainy seasons, and the information is useful for figuring out what to pack.

— Elizabeth Bass

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