Monthly Archives: January 2008

The surprise news that the Transportation Security Administration started its own blog, which the travel blogosphere seems to still be recovering from, got me to thinking. Who else is out there who should be blogging — but isn’t?

Here’s my wish list:

Richard Branson, Virgin entrepreneur. He already has a well-trafficked fan blog. Why not give us the real thing?

Bob Dickinson, retired Carnival chief executive. No one know the cruise industry like Bob. But he’s also a sharp, funny guy who would immediately have a following in the blogosphere.

David Neeleman, JetBlue founder. He may be the best airline CEO ever, and now that he’s not calling the shots at JetBlue anymore, he would be free to speak his mind.

Ian Schrager, hotel god. He has a new chain, Edition, that he’s launching with Marriott, and let’s face it, he’s a larger-than-life character who would translate well in the blogosphere.

Norman Strickman, airline cop. Norm is the chief of consumer affairs at the Department of Transportation, and his insights into the airline industry would be valuable not only for passengers, but also for the airlines.

How about you? Which travel icon would you like to see start a blog?

If you’re into the world’s most dangerous places, chances are Kenya’s at the top of your “must visit” list. The State Department has advised Americans to stay away from the violence-plagued East African country. So where does that leave people with nonrefundable airline tickets to Nairobi?

That’s what Richard Brooks wanted to know. Last November he booked a ticket on British Airways for a Feb. 1 flight from San Francisco to Kenya. “With the political turmoil in Kenya after the elections, I decided it was no longer safe for me to travel there and wanted to cancel the flight,” he says.

He continues:

I called British Airways and was notified that they were offering refunds for persons traveling up until Jan. 11, initially, which was then extended to Jan. 25. There is a travel warning for Kenya on the U.S. State Department Web site dated Jan. 11 which continues to Feb. 12. When I called the airline on Jan. 25 to find out if they had extended their policy for refunds, I was informed that their policy had instead been retracted. I therefore postponed the flight to Feb. 22, at least hoping to avoid losing the entire $1,400 I spent on the ticket.

But the situation in Kenya didn’t improve.

Today, I read in the newspaper that 19 people were burned to death in a town not far from Nairobi. I find it hard to believe that British Airways considers it safe to travel there despite the ongoing violence and the continued warnings from the State Department. I have contacted them numerous times, yet they stand by their policy. They have no way of contacting customer relations by phone and instead require contact by e-mail, which I have done and am awaiting a reply. I appreciate your advice.

I asked British Airways for its policy and reviewed Brooks’ itinerary. But I noticed a problem with the timing. The State Department issued its first travel warning Oct. 18, almost a full month before Brooks made his reservation. If there was a travel warning that the passenger should have been aware of, does British Airways still owe him a refund?

It would be a nice gesture, but I’m not sure if it’s not something I could ask British Airways to do.

Late yesterday, British Airways revised its Kenya policy:

Following a deterioration of the situation in Kenya, the Foreign and Commonwealth Office have updated their advice for travel to Kenya. They are now advising against all but essential travel to parts of Kenya, including Nairobi.

Due to this change in advice, the options for customers due to travel to/from Nairobi have been re-instated for travel up to and including Friday 08 February 2008. As previously, the situation will be continually monitored and any updates communicated as appropriate.

Advice for customers

Customers holding a ticket who are due to travel to/from Nairobi up to and including Friday 08 February 2008 who want to change their travel plans or no longer wish to travel, are covered by the following options:

Rebook on a British Airways flight to the original destination

- On the closest available flight to the original flight, provided that a seat is available in the cabin originally booked or

At the passenger’s convenience:

- Up to 2 weeks after the original flight, provided a seat is available in the cabin originally booked

- Up to 2 weeks prior to the original flight, where applicable, provided a seat is available in the cabin originally booked

- At any time outside of the above periods, provided a seat is available in the same fare class and same cabin as originally booked

Conditions

a) Any changes to the booking (PNR) must take place no later than two weeks after the original flight.

b) The passenger will be booked into the same booking class, or where applicable, the lowest available class within the same cabin of travel.

c) Travel must be completed within ticket validity or within three months from the original flight, whichever is longer.

d) The return flight, if applicable, can be rebooked at the same time, and no extra fare is payable. Rebook on a British Airways flight to an alternative destination, with any additional fare to be paid by the customer

Conditions

a) Any changes to the booking (PNR) must take place no later than two weeks after the original flight.

b) Travel will be governed by the new fare rules.

Refund of the original British Airways flight, plus any parts of the journey not made which are on the same ticket as the original flight

- The refund will be provided to the original form of payment.

Brooks received a full refund.

Lesson learned: Always check the State Department site before booking a ticket to a country where security is iffy. Next time, British Airways might not be so generous.

Did your last car rental bill include a surcharge for vehicle registration, contracts or a security fee? Bob Baker’s did when he rented from Avis recently. So he asked.

Here’s what happened next.

I haven’t rented from Avis in a while, but I wanted to this time. I can’t believe the balls of Avis to expect me to pay their vehicle registration, a “security” fee and what the hell is a “contract fee”? and others. Look at this list. Are you insane?

Your Base Rate is for : 3 day(s) / unlimited mileage 617.97 USD
Car Information: Intermediate SUV Class
Pontiac Vibe or similar
Seats 5
Holds 2 large, 3 small Suitcases

Pricing
Base Rate: 617.97
Taxes & Surcharges:
Total Surcharges: 92.71
* 1.10% (Vehicle License Fee)
* $5.00 per day (Domestic Security Fee)
* $0.75 per day (Customer Contract Fee)
* 11.11% (Concession Recovery Fee)

Total Tax ( 7.000% ): 48.54
Mileage: Unlimited
Approximate Subtotal: 759.22 USD

Here’s Avis’ reply:

Hello Mr. Baker,

Thank you for contacting Avis Car Rental.

I apologize for any concerns, or confusion due to the different taxes, and surcharges that are imposed on the rental charges.

The taxes are required by the government bodies where the Avis is located. It may include state sales tax, county sales tax, or city sales tax. Locations within the same state may have different tax amounts because each county, or city may impose different tax rates.

Airport authorities charge concession fees to car rental companies who operate on airport property for use of its roadways, and facilities.

Thank you for choosing Avis

Josephus Daniels
Avis Customer Service E-Mail Dept.

Let me take a moment to point out that both parties could have done better with their initial letters. Baker’s note could have been more precise and polite — here are a few guidelines — but Avis shouldn’t have sent a form letter that didn’t address the question.

Here’s Baker’s response:

Hello Josephus Daniels,

You did not answer my question. I demand that you escalate this email to a higher source.

I did not ask about taxes or the 11.11% airport concession fee. I know all about them.

I asked about the other fees that Avis charges and keeps for themselves.

I want to know what these fees are:

Total Surcharges:
* 1.10% (Vehicle License Fee)
* $5.00 per day (Domestic Security Fee)
* $0.75 per day (Customer Contract Fee)

If you prefer I ask the State Attorney General instead, I will be happy to do so.

Thanks,

Bob Baker

Very good. Except for the threat to ask the attorney general. Copying the AG on the note would have probably been far more effective.

To which Avis said:

Dear Mr. Baker III,

Thank you for contacting Avis through www.avis.com.

We certainly do apologize that the initial response did not answer your questions for you. In regards to the surcharges that you have listed below the 1.10% vehicle license fee is assessed to license, $5.00 per day surcharge is in regards to the increase in security that is needed at the locations, and $0.75 customer contract fee is in regards to the fee for the processing of the contract. We are sorry if you feel that these are unneccessary charges however every customer is charged these and every rental car agency does assess surcharges.

If we can be of further assistance, please let us know.

Sincerely,

Sancha Adams
Avis E-Mail Customer Service
custserv@avis.com

What kind of a nonsense answer is that?

Fact is, there’s no good explanation for why car rental companies bill you for security, contracts and registration fees, other than that they can. If this is their best defense of the fees, maybe it’s time for the state attorney general to take a hard look at these questionable surcharges.

The travel community was outraged last week when my MSNBC.com colleague Bob Sullivan reported that Dollar had begun charging a $2 “top off” fee at certain locations. But why? No one has gotten a straight answer from the car rental agency, except a claim that the new fee was “not a widespread practice.”

Then Stuart Goodfellow picked up a Dollar car in Hartford, Conn.

“In the printout of the reservation it said, ‘All cars returned with full gas tanks will be charged a $2 top-off fee’,” he says. “When I got to the rental counter I asked about this charge. The agent said this Dollar agency was a franchise and the owners mandated the charge and it was not waiveable.”

Goodfellow asked why. “I told him the usual policy of most companies where a receipt from a nearby gas station will negate any surcharges,” he says.

“The reply I got was, ‘The owners know that everyone drives a little after filling the tank’,” he says.

“Well, duh!” adds Goodfellow. “Unless the car lot is right next to a gas station, that is always the case. When I left the car lot I drove past a huge Mobil station a whopping 0.8 miles down the street. Do I think the owners actually use that $2 to top off the tank, or does it go directly to the bottom line? I think you know what my answer is.”

Yes, I do.

It’s time for Dollar to drop this unconscionable fee.

When it comes to cruising, the only back and forth that passengers expect is the motion under their feet when they’re at high sea. But Bernie Brocklehurst didn’t have to board Regent’s Paul Gauguin in order to get seasick — he just had to book the cruise. His experience is a cautionary tale for anyone booking a cruise, and for this ombudsman.

Brocklehurst shopped for his cruise online and found the perfect itinerary on the Regent Seven Seas Cruises site. His travel agent pulled up a $2,856 per person fare, which included a $100 shipboard credit.

When we went to confirm the reservation, we were told that the air special was only applicable to a $3,194 cruise price. The new price was $3,956.50 per person.

Was Brocklehurst experiencing a bait and switch?

My response: prices change. With all of the new fuel surcharges going into effect these days, I wasn’t surprised that Regent was renegotiating a price on its site. But since Brocklehurst hadn’t booked the cruise yet, my best recommendation was to find a different itinerary or another cruise.

But Brocklehurst and his agent pressed the point with Regent. Yesterday I heard back from him.

I just thought I’d let you know that Regent did honor the price, after all. They not only honored the price. They gave the “current” promotions too — a free category upgrade and $250 per person of ship board credit!

Lessons learned …

1) Work with a good travel agent.

2) Don’t take “no” for an answer — even if it comes from the Travel Troubleshooter.