As is the case with most things, air travel has come a long way. Gone are the days of breezing into an airport 30 minutes before your flight leaves and visiting the captain in the cockpit before taking your seat. What hasn’t changed, though, is the fact that people love to complain — so we’ve come up with the following list of travel gripes to take you back to the policies of yore. Read on, reminisce and be sure to leave your own additions in the comments section below.
Then: “My bags are so heavy I won’t be able to carry them all.”
Now: “My bags are so expensive I won’t be able to pay for them all.”
Forget nickel-and-diming. Fees for checked bags are becoming downright ridiculous.
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Then: “I’ll walk you to your gate.”
Now: “I’ll walk you to the ticket counter.”
Regulations have become so strict that you can’t accompany a traveling friend or loved one to the gate anymore. In fact, you can’t even make it much past the ticket counter without proof that you’re actually flying.
Then: “Will this flight really take five hours?”
Now: “Will this security line really take five hours?”
Little known tidbit: Experts* say the amount of time it takes to clear the security checkpoints at the airport is equivalent to the amount of time it takes to plan for, pack for and work enough hours to pay for a trip.
*By “experts,” we mean nobody at all.
Then: “What do you mean I can’t bring a rocket launcher onboard?”
Now: “What do you mean I can’t bring a snow globe onboard?”
As if packing weren’t already difficult enough, now we’re reduced to toting the world’s tiniest bottles of shampoo and conditioner. And does lip balm go in the quart-sized bag or not?
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Then: “The person next to me is smoking.”
Now: “The person next to me is taking up half of my seat.”
Sure, the ways in which fellow fliers infringe on your personal space has changed, but the basic fact that they infringe hasn’t changed at all.
Then: “I’m 6’2″, and I have hardly any room to stretch my legs.”
Now: “I’m 6’2″, and I have even less room to stretch my legs.”
As airlines try to cram more passengers on each flight, seats have become smaller and smaller while passengers seem to get larger.
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Then: “This food isn’t good.”
Now: “This food isn’t free.”
It used to be that passengers would complain about the quality of the food. Now they complain about having to pay for the right to complain about the quality of the food.
What would you add to this list?
– written by Ashley Kosciolek
I have just as many gripes about airlines as the next person, and given that I’m a travel journalist, I tend to smile and nod vehemently when they’re crucified for decreasing seat sizes and charging for things like carry-on bags. But I can’t keep my mouth shut on this one.
After analyzing federal data, a group of private researchers says airline complaints from passengers increased by about 20 percent in 2012, despite more on-time flights and fewer lost bags, the Associated Press reports.
While I agree that customer complaints are bad — in an ideal world, there would be none at all — the article goes on to say this: “United Airlines had the highest consumer complaint rate of the 14 airlines included in the report, with 4.24 complaints per 100,000 passengers.” Forgive me if I sound insensitive, but is there really a reason to be terribly concerned if the worst offender generates only four complaints for every 100,000 of its passengers?
And let’s not forget this added tidbit: “That was nearly double the airline’s complaint rate the previous year.” Oh, the horror! Now four of every 100,000 United passengers are angry instead of two? I think I just heard the audience gasp.
To be fair, these numbers only include the passengers who were annoyed enough to report their grievances to the U.S. Department of Transportation; there are probably many more who took their complaints solely to the airline. And of course, seeing the number of complaints double is never a good sign. But let’s keep things in perspective.
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The AP also notes that larger planes and smaller seat sizes, which allow airlines to cram more passengers onto each plane, still aren’t enough to offset the decreased number of available flights — meaning last year saw a rise in the number of passengers bumped due to overbooking. “The rate at which passengers with tickets were denied seats because planes were full rose to 0.97 denials per 10,000 passengers last year, compared with 0.78 in 2011.”
In plain English, it means that of every 10,000 passengers, less than one person gets bumped because his or her flight is full. Can I get a big, fat “so what?”
Let’s focus on what the airlines are doing right. Want your bag to get to your destination at the same time you do? You’re in luck. According to the AP, the mishandled bag rate was 3.07 in 2012, down from 3.35 bags the previous year (and a high of 7.01 bags back in 2007). That means about three of every 1,000 bags were mishandled in the last two years. Yes, I’ve had lost luggage, and I know that for those three passengers, it’s terrible. But the stats are getting better.
The same is true for on-time arrivals, about 82 percent of which arrived on time in 2012 — an improvement over the 80 percent that landed on time in 2011.
I happen to think this is a positive outlook for the industry. Now, if only someone could figure out ways to speed up the security process and keep that middle seat unoccupied.
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What do you think? Is the report full of hot air, or does it have merit? Weigh in below.
–written by Ashley Kosciolek
This post is part of our “Airlines Behaving Badly” series, which chronicles the oft-wicked ways of the air travel industry.
If it weren’t September I’d think the recent news about Ryanair’s CEO calling passengers “idiots” was an April Fool’s joke. I mean, the CEO of a company who relies on its customers for business wouldn’t really call them idiots, would he?
But now that my initial shock has passed, I’m actually more surprised that I was surprised this happened. Despite the fact that business would dry up if passengers decided to revolt, Ryanair and its low-cost compatriot in the U.S., Spirit Airlines, are the two most customer-unfriendly airlines.
In his most recent “up yours” moment, Ryanair CEO Michael O’Leary called passengers who do not print out their boarding passes ahead of time “stupid” and “idiots,” the Huffington Post reported.
According to the article, O’Leary’s comments were prompted by a customer who complained about having to pay 300 euros to print out five boarding passes before flying from Alicante, Spain to Bristol, England. The whopping 60 euro charge for getting a boarding pass printed at the airport was upped from 40 euros in 2011 after a Spanish court found the fee to be illegal. The company vowed to fight the ruling and increased it rather than get rid of it.
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When the angry customer took to Facebook to share her frustration, O’Leary responded in his usual customer-friendly (NOT!) manner:
“We think Mrs McLeod should pay 60 euros for being so stupid. She wasn’t able to print her boarding card because, as you know, there are no internet cafes in Alicante, no hotels where they could print them out for you, and you couldn’t get to a fax machine so some friend at home can print them and fax them to you.”
Per The Independent, as quoted by the Huffington Post, O’Leary said that virtually all passengers print their boarding passes in advance, so to the few who don’t, he says “bugger off.”
O’Leary is not alone in his anti-customer spirit. Spirit Airlines’ CEO Ben Baldanza is also known for brushing aside customer complaints.
In an interview with FoxNews.com, Baldanza made it clear he does not subscribe to the “customer is always right” philosophy, saying that customer complaint rates are “an irrelevant statistic.”
According to the U.S. Department of Transportation, out of 100,000 passengers last January, Spirit received 8.27 complaints, by far the worst record in the industry.
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But he told FoxNews.com you have to look at the statistics the other way around. “If you ran a restaurant, and out of every 100,000 customers, 8 of them said they didn’t like your menu, would you change your restaurant?” he asked. “Why don’t we interpret that 99.92 of all customers have no complaints? Because that is what it says.”
He most famously revealed his feelings about his customers in 2007 when he hit “reply all” instead of “reply” on a customer complaint that had been forwarded to him. In doing so he sent his reply not only to his employees but to the original customer as well. He wrote, “Please respond, Pasquale, but we owe him nothing as far as I’m concerned. Let him tell the world how bad we are. He’s never flown us before anyway and will be back when we save him a penny.”
Call me naïve, but I still believe the airlines are here to serve my needs and treat me accordingly. If that means I have to pay an extra penny or an extra $100 to go with an airline that still treats me like a valued customer, so be it.
Maybe folks that go with the low-cost carriers and expect to be treated well are idiots. What do you think?
– written by Dori Saltzman
I usually love meeting fellow travelers. They’ve pointed me in the right direction when I was lost, translated for me in places where I couldn’t speak the language and livened up long plane rides with fascinating conversation.
But not all my fellow travelers are such exemplary citizens. Woe be unto you if you’re trapped on a train or tour with one of the four types of travel boors below. Which ones do you recognize?
The Name Dropper
This is the tourist who can’t appreciate the place she’s in now because she’s too busy showing off where else she’s been. “This temple is almost as impressive as the one we saw in Cambodia last year!”
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The Royal Pain
“Does the Mediterranean salad come with iceberg lettuce or mesclun? … Mesclun? Okay, I’ll have that. But with shrimp instead of chicken. No tomatoes or olives, but lots of extra cheese. Goat cheese though, not feta. Oh, and can you put the dressing on the side?” Oh, and can you say high-maintenance?
If you’ve ever heard someone asking a tour guide questions just so he can expound upon the guy’s answers, or been subject to an unsolicited lecture on the flora and fauna of the Costa Rican rain forest, you’ve encountered this all-too-common travel bore — er, boor.
The Traveler Who Never Leaves Home
Oh, sure, he may have flown a couple thousand miles, but he still expects all his usual creature comforts: climate control, familiar foods (“Where’s the nearest McDonald’s?”) and people around him who speak English, no matter where in the world he goes. Friendly hint: If you want all the comforts of home, just stay home.
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Which travelers would you add to this list?
– written by Sarah Schlichter
No, that’s not a typo in the title. As America’s collective waistline expands, some airline passengers may be looking at even smaller seats on their flights. According to a report by TerminalU.com, airplane manufacturer Airbus may decrease the width of middle and window seats on its A320 aircraft models, which each offer two sections of three-abreast seating, separated by an aisle.
The move, which is still under consideration, would decrease each of the aforementioned seats by one inch (from 18 inches to 17) in favor of increasing each aisle seat by two inches (from 18 inches to 20). The larger seats would be designed to accommodate larger passengers — or merely those looking for more roomy flights. And, of course, airlines would have the option to charge extra for the “privilege.”
For years, we’ve been hearing horror stories of overweight passengers being booted from flights or forced to pay for two seats as per airline obesity policies. I’m glad the industry is taking a constructive look at the issue and presenting possible solutions, but I’m not convinced Airbus has arrived at the right one just yet.
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Although an extra fee would likely be more affordable for larger folks than an entire second seat, there’s no word yet on how much airlines would charge for that extra fee. And, while this idea gives other fliers the option to choose more seat room, it also means that more passengers may find themselves needing — rather than wanting — to purchase for-fee seats as the size of a standard seat shrinks. I also wonder whether those sitting in regular seats would pay smaller fares since their seats are smaller — somehow, I doubt it.
And what about those who simply prefer sitting in the aisle? Some airlines already charge an extra fee for select aisle seats, and this would expand that unfortunate trend even further. Meanwhile, folks who prefer the window seat would have to sacrifice space to sit in their favorite spot.
I think someone needs to go back to the drawing board on this one. Perhaps this could be implemented for some rows but not all, or maybe some rows could include just two seats instead of three, essentially making each an entire half-seat larger.
What’s your take on Airbus’s idea — awesome or ill-advised? Sound off below.
– written by Ashley Kosciolek
There are seemingly endless tips on how not to offend the locals while traveling. We know that tank tops and shorts won’t fly past the flying buttresses of Notre Dame. We know not to leave a tip on the table while dining out in Tokyo if we don’t want to be pursued out of the restaurant to have our money returned by an insulted server.
We try to familiarize ourselves with local customs. Pack scarves and slip-on shoes. Make an effort to blend in. (See our brand-new 12 Ways to Feel at Home in a Foreign Place for advice on this front.) We make this concerted effort not to offend out of respect for cultures different from our own. However, there are times when we, as the outsider, may feel awkward, insulted or even threatened by local customs or behavior.
Imagine walking through a mall in central Bangkok where a popular store sports a nearly life-sized doll that resembles the hate-child of Ronald McDonald and Hitler. Young people imitate the faux Fuhrer’s salute, posing for photographs with it. (Check out CNNGO.com for more photos.) They wear T-shirts bearing cartoonish images of the Nazi dictator as a pink Teletubby, in a panda outfit or with the fast-food chain mascot’s red bouffant hairdo and yellow jumpsuit. To Western eyes, it’s offensive. It’s disrespectful. It’s also ignorant.
Similarly boorish is hefting a beer with a Buddha-tattooed arm right outside that very same shopping mall in Bangkok. In fact, Thailand is considering a ban on tourists getting religious tattoos because we fail to understand how offensive it is to drink alcohol, party and misbehave with such sacred ink showing.
Fair enough. We can respect that. But some things make us bristle — like being rebuffed if, as a woman, we try to sit down alone at a cafe in Morocco, or dancing the night away in a Jamaica club before we realize the lyrics to the music encourage homophobic violence.
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How do you respond when you find yourself at odds with local ways or laws?
– written by Jodi Thompson
This post is the first in a new series called “Airlines Behaving Badly,” which will chronicle the oft-wicked ways of the air travel industry.
“This is an emergency announcement. We may shortly need to make an emergency landing on water.”
Not what you want to hear at 3 in the morning, cruising about 35,000 feet above the North Sea. But that is exactly what happened to some 275 passengers aboard a British Airways flight from Miami to London Heathrow on Friday night, according to Britain’s Daily Telegraph.
As expected, the passengers — many of whom were awakened by the calm female voice on the automated announcement — panicked. Fortunately, they didn’t have much time to work up a frenzy as the cabin crew quickly canceled the alert.
Oops. A flight attendant reportedly announced on the public address system about 30 seconds later that the message was played by mistake.
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In August 2010, that same terrifying message was accidently played aboard a British Airways flight from London to Hong Kong. If it’s that easy to release the beast, perhaps it’s time to jettison it.
Should the need arise for such a message, just let the flight attendant scream into the mike: “We’re going to die! We’re going to die!”
The response would likely be the same. Well, not exactly the same, but passenger reaction might well be just as terrified.
The plane landed without incident on Saturday, and British Airways issued an immediate apology to the passengers, although some complained that the airline had trivialized their fear.
The Daily Telegraph reported that a passenger said he couldn’t think of anything worse than being told your plane’s about to crash. Hmm, can you?
– written by Jodi Thompson
When it comes to planning a vacation, there’s one big issue on which my travel partner and I always disagree. No, it’s not the classic traveling couples’ clash over who gets the better plane seat. (I’m shorter, so I take the middle seat every time. And I expect to be canonized after I pass.) We can’t agree on the value of the post-vacation vacation day.
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When we sketch out our trip plans, my travel partner, Dan, insists on adding an extra at-home vacation day to the end of our itinerary. So if we fly home on a Monday, he argues that we need to take off the following Tuesday for “recovery.”
In my opinion, this is a waste of a solid day off. Vacation days are for traveling. If I’ve packed, planned and paid hundreds to fly to my destination, I want to spend as much time there as possible. Plus, a day on the road trumps a day at home no matter what. Squandering a good vacation day on the couch at home is like choosing to sit in coach after you’ve been upgraded to first class.
I’ll let Dan explain his side, in his own words: “I need a buffer day to get back into something of a non-vacation routine before I resume real world activity. Otherwise, the transition from vacation to reality is too abrupt, too painful.”
Who wins? Ultimately, we usually end up going with whichever dates allow us to snag the cheapest fares.
Where do you stand? Post your opinion in the comments.
– written by Caroline Costello
Last month, we asked our readers a simple question and were hit with a flood of fiery feedback: Is it rude to recline on an airplane? Opinions on this matter are divided, but it seems that every traveler has something to say about seatback etiquette — and a good chunk of them spilled their sentiments on our blog. Here’s a sample of what our opinionated readers shared:
A number of readers claimed that all passengers should be able to recline wherever they want and on whomever they want. Wrote Doug, “Reclining any time is fine, the button is there for a reason. You want more room? Buy a better seat.”
Ava declared, “If you don’t want someone reclining on you, buy first class. If you can’t afford it then we all have to take what we get. They do not go back that much in the first place. Shish!”
And according to Andy Sutton, “If I have paid for a ticket and the seat allows me to recline then frankly I will do it when I want, to the extent I want.”
“Do unto others” appears to be the creed of the upright fliers’ brigade. Wrote Matt Leonard, “Recline on me and I’ll recline on someone else. Seems like good justification. Otherwise, I’ll stay upright. Oh, left off the fact that whoever reclines in front of me will have zero chance of sleeping as I will knee the seat, or play with the tray should I catch them trying to relax. Stay upright and I’ll let you sleep in front of me.”
Wilson shares Matt’s karmic views: “I hate when people recline on me, so I have NEVER reclined on the person behind me, even if they are 5 feet tall with plenty of space.”
Despite the apparent polarizing effect of the Great Seatback Debate, some travelers were willing to compromise. Said Scott – Quirky Travel Guy, “Reclining a few inches is ok. Going all the way back is not. That’s just common sense and common courtesy!”
Soliteyah wrote, “If it’s an overnight flight, the cabin lights are dimmed, no food is being served … then I think it’s totally fine to recline! But during mealtimes, or if I have a very tall person behind me, then I probably wouldn’t do it.”
Susieq made an interesting proposition: “I suggest that passengers divide their time equally on a flight between reclining and staying upright, saving the poor soul behind them from a reclined seat for the duration of a flight.”
Did you join the debate yet? We want to hear from you! Tell us where you stand in the comments.
– written by Caroline Costello
During a recent United Airlines flight from Washington D.C. to Ghana, one passenger reclined his seat and was introduced to his rear-seat neighbor — with a slap to the head. A fight ensued.
According to The Washington Post, which broke the story, a flight attendant and a fellow passenger stepped in to stop the tussle. Then, upon learning that violence had broken out among his passengers, the pilot turned the plane around and headed back to Dulles International Airport.
Before the plane could land, the pilot had to circle for roughly 25 minutes. The Washington Post reports that while the plane, a Boeing 767, can take off with up to 16,700 gallons of fuel, it can’t land with it — hence the pilot had to lighten his load. As the aircraft flew in loops, two Air Force fighter jets arrived to escort the plane back to Dulles.
Once the plane landed, you’d think the police would have booked the belligerent duo. But get this: No one was charged with a crime. Not even the guy who started the fight (the one who throws the first punch is usually to blame, isn’t he?). Rob Yingling, a spokesman for the Metropolitan Washington Airports Authority, told the Post that officers did not feel the incident warranted an arrest.
Ultimately, jet fuel was wasted, the Air Force was beckoned and people were inconvenienced because a couple of hot heads wanted to go to war over the loss of a few inches of seat space. Now here it comes: the Great Seat Back Debate. Clearly, mid-air violence is unacceptable, but what, exactly, is the appropriate course of action when cruising altitude is reached and the seat back button beckons? Is it rude to recline?
In The Etiquette of Seat Backs and Elbow Room, Ed Hewitt offers a simple compromise: “I believe there is a time for upright seats, and there is a time for reclining fully. Everything in its season, I read somewhere.” Hewitt suggests that travelers glance to the rear before reclining. (Don’t do it if the passenger behind you is eating a meal or is extremely tall.) Furthermore, says Hewitt, “You don’t have to push your seat all the way back to get a snooze; only take what you need.”
John Deiner, Managing Editor of IndependentTraveler.com’s sister site Cruise Critic, argues for a more compassionate approach to seat back reclining: just don’t. Says Deiner, “When people put their seat back it bothers the heck out of me, so I always assume it does the same to the person behind me. I’m 6’1″, so putting the seat back doesn’t really improve my legroom that much at all anyhow. One way my wife and I deal with it: She gets the seat in front of me, and if someone puts the seat back in front of her, it’s not such a big deal because she’s shorter. I’ve tried talking to people who put their seat back expecting me to perform dental work on them, and sometimes we come to an agreement, sometimes they wave me off. When they do that, I aim the cold air from my seat vent at the top of their head.”
Better to aim cold air than a few punches at the guy pushing that seat in your face. My opinion? I recline whenever I feel like it. I paid for the seat. It’s my right to transition from a stiff upright position to a stiff mostly upright position if and when I so choose. It’s not like the seats recline all that much anyway. The difference between a reclined seat and an upright seat on an airplane is the difference between a quiet hum and a whisper. (Okay, I’ll admit it. As a petite person who barely scrapes 5’3″, I’m probably somewhat ignorant to the plight of the statuesque air traveler. Maybe I’ll reconsider my position on this. Maybe.)
Now it’s your turn. Whose side do you take?
– written by Caroline Costello