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Ungrateful Airline?
The Travel Troubleshooter · January 15, 2001

Q: I recently booked a vacation to Las Vegas on America West Airlines. But after the horrible events of September, I thought of canceling the trip. I decided to go ahead with my plans after the president and the airline industry encouraged me to travel.

That's when I began to notice all the incentives being offered by the airlines to fly with them. Little things such as upgrades, better hotel rooms, free meals, or show tickets. I e-mailed America West and told them that my companions and I have put our faith in them by going on with our vacation instead of asking for refunds, as thousands of others did after September 11.

I wanted some gratitude - an upgrade to first class, maybe a better hotel room, a free meal, or show tickets. I didn't even get an acknowledgment. I was totally ignored. They took my money and laughed at me.

As far as I'm concerned, America West has lost a customer. The only thing that can set this right is an apology and free round-trip vouchers for me and my three companions to anywhere in the continental United States.

-- Muriel McGuire

A: You'd think that America West, like the other airlines that didn't go out of business after September 11, would be just a little thankful for passengers who didn't cancel their travel plans. But this is one airline that's so preoccupied with trying to stay in business that it apparently can't afford the luxury of gratitude.

America West is in deep trouble. It's applying for up to $426 million in emergency federal loan guarantees as I write this. Its stock price is circling the drain. It is offering remarkable, unsustainable discounts on tickets and generous commission incentives to travel agents in the hopes that they will bring travelers back.

I searched for evidence that America West was the slightest bit grateful to passengers like you. And in fairness to the airline, I found a halfhearted "thank you" in an open letter from Doug Parker, the carrier's CEO, on its website. "Your loyalty has been especially important to our airline during this past year," he writes at the end of the lengthy message. "And we appreciate your ongoing support."

Now this isn't exactly the personalized note you were hoping for. Nor is it the discount on a hotel room or upgrade that you thought you deserved for sticking with your travel plans. But at the very least it means someone at the airline doesn't take you for granted.

Should America West have responded to your inquiry? Without a question. A form letter with a quick "thanks" would have been appropriate. A follow-up mailer with a few coupons might have been a nice touch. Free upgrades and show tickets? Maybe, but not absolutely necessary.

Which brings me to your demand for four round-trip tickets. I understand your disappointment, but if America West is that generous with every passenger it offends, then the airline would be bankrupt in no time. America West fulfilled its part of the contract of carriage when it transported you to Las Vegas. It doesn't owe you free tickets for having bad manners.

I can only imagine what would happen if every airline compensated passengers whose feelings it hurt with a free ticket. Air travel would grind to a halt as passengers lined up to collect their travel vouchers. Air travel would no longer be viable and we would all have to drive.

Do you really want to take the bus to your next Las Vegas vacation?

Christopher Elliott is a travel commentator based in Key Largo, Fla. All e-mailed questions may be edited, condensed or republished at the site's discretion. ChrisCrossings appears weekly on this site.