All we’re really asking for are fair fares

zoomTurns out passengers are upset about rising luggage fees — and more.

I couldn’t have imagined the response to my recent commentary about US Airways’ decision to increase its baggage surcharges. In reader feedback on this site, Twitter and Facebook, it seemed as if many passengers really were on the verge of revolting.

But against what, exactly? I think I know the answer.

It’s really the lies that bother us.

Lies like these.

ishot-3

Here are fare quotes from New York to London on a travel site. The boldface is a “base” fare, but it’s not the real price. Look below that, in smaller type, to find the “total.”

Is that the total? No. If you need to check a bag or eat on the flight, you’re taken to another page with a huge chart and the following indecipherable instructions:

The following major airlines currently charge an extra fee each time bags are checked with that airline. For passengers whose tickets are sold as a codeshare flight, operating and/or marketing carrier fees may apply. For other airlines, please check that carrier’s website for detailed information concerning that carrier’s baggage fee policy.

There’s no need to mention the popular online travel agency I’ve gotten this from, because they pretty much all do it. And that’s the problem. None of the sites will change their fare displays because they don’t want to put themselves at a competitive disadvantage.

Airlines don’t do much better. Here’s the same fare on an airline site:

ishot-4

Huh? What’s an “average” fare? What’s the difference between that and a “fare per person”?

Why not just display the total price first?

Of course, none of this includes luggage and food, which few people want to do without on a seven-hour flight.

Are airlines trying to make their tickets appear cheaper than they are? Absolutely.

So what’s the solution? Well, here’s what Frontier Airlines does, and I think it works.

ishot-6

When you’re quoted a fare, you’re offered several different price options, called AirFares. I asked the airline’s head of customer service to explain in a recent interview.

What we’ve done is create a fare structure that allows passengers to purchase just what they want and that saves them money. Not checking a bag? Perfect, book Economy. Taking a short flight and don’t care what seat you get? Perfect, buy Economy and you can still check-in the night before. Know that you’ll be checking a bag, traveling with the family — so you want advanced seat assignments — TV, a snack and a beverage? Book Classic Plus and get all the amenities in your ticket price and flexibility to change if your plans change.

Frontier’s AirFares are a good start.

I think passengers are upset because they believe they’re being lied to — and they are. The Transportation Department will not act because it says it can’t regulate fares. Yet these are unfair and deceptive practices, if not bait and switch advertising. The DOT has jurisdiction and must act in a situation of deceptive pricing like this. Why won’t it?

Where will it end? At zero fares? At what point will the government step in and say, “enough” — the people we represent deserve fair fares?

  • http://londonhotelsinsight.com/ Rajul

    This is a timely article as we face a similar issue over here in Europe, particularly with the low-cost carriers. It’s a problem exacerbated by the price comparison mentality, where consumers (like me!) will typically only spend a second or two to skim a bunch of fares and naturally click through to the cheaper one. So as consumers we also need to shape our behaviour so that the airlines are forced to take note. But I also agree that at some point the government and consumer agencies will simply have to intervene.
    Apart from that, it’s a great opportunity for a savvy airline to win market share by taking a more principled and transparent position.

  • Logan

    I know that Kayak offers an option to fold baggage fees into the fare results it returns. I’ve seen a couple examples where the addition of a checked bag or two changes which airline is lest expensive for a given flight.

  • Jim Bartholomew

    I now fly Frontier as often as I can. I lovetheir fare structure. I always get the clasic fare since I also check a bag and want an Aisle seat. I would like to see other airlines take this fare structure plan. Believe me it works!

  • Jeanne

    In regards to airlines increasing their baggage fees: There are still numerious incidents of airlines who charge the baggage fee losing luggage, but still not taking accountability for the lost luggage (or providing adequate compensation).

    Since this is the case, I think that for some travellers, the prospect of sending luggage ahead via UPS will become a more attractive option – especially if airlines have another round or two of baggage fee increases.

    I just went out to the UPS website, and used their cost calculator to get an estimate for shipping a 50 lb package (maximum weight of a piece of luggage) over 1500 miles, via standard ground shipment (4 business days).

    The cost: $41.00 – not too much more than some airlines charge for baggage fees, with the increase. Plus, you have tracking and can insure the package.

    Granted, you’d have to know in advance when you were travelling to allow for the 4 days of advance shipping of your bag. Also, this option would probably not be practical for the professional business traveller who travels 200+ days a year.

    However, if airlines raise their baggage fees by too much more, I think some occassional travellers will consider shipping baggage ahead of time using UPS to be an attractive option.

    And no, I don’t work for the UPS. ;-) I just got curious about using it as an alternative to checking you bag.

  • Ani

    I think the government probably won’t step in, until they have to pay with their own funds. THEN and only then, will they stop the deception. Since they get reimbursed for their airfare and luggage charges, by the tax payers, it doesn’t hurt. Until it hurts, it will remain.

  • Joe Nelson

    On Frontier’s website when you move your mouse over the fare designation, such as “economy” you get a display of everything that’s included in the fare, and what is extra. The trouble is that online travel agents such as Expedia, etc. only displays Frontier’s lowest fare, since that’s probably what most people are looking for. You have to go to http://www.frontierairlines.com to get the complete choice.

  • Dave

    I’d like to hear some suggestions as to what we can DO, in organized fashion, to fight this. Are any organizations lobbying, proposing legislation, suggesting lawsuits to force the various regulatory agencies to do their jobs? I’d join in and financially support such an organized effort. Meanwhile, Look At The Bottom Line! And Fly Southwest And Frontier!

  • Joel

    Chris,

    you’ve got a great point with this column, but have you ever looked at your underwriter Cheapflights.com? Even though their searches state “Tax Included” on the initial search, that doesn’t seem to be the case after you click through. Aren’t they exactly what you are talking about?

  • Carver Farrow

    I have to strongly disagree. In the US most purchases are displayed without taxes included. Why do we single out airlines. Go to the grocery store. Everything is displayed pre-tax. Some items will have sales tax applied other’s won’t.

    As an employee, your salary is quoted in pre-tax dollars. That is normative for the US.

    Additionally, the price should exclude those items which are discretionary to the purchaser. Checking bags and purchasing food are not required. On most trips, I make sure that everything I need fits into my carry-on bag. Similarly I often purchased food before I embark on the plane. These items should be excluded from the base fare.

    However, I do have two issues. 1) Since not everyone travels often, the booking agent, whether telephone, website, etc. shoud inform the purchaser whether his flight includes food, luggage, etc. That way, there is no confusion. 2) Discetionary charges by the airlines such as concession recovery fees should be included in the base fare.

  • Ituri

    This reminds me of a similar problem, having worked in the service sector on and off here in the US. When clients from, say, Germany arrive, we would often (as desk staff) have to deal with their anger over having to pay a higher price than advertised.

    It was the ‘hidden’ taxes and fees that added to the advertised price, which is NOT allowed in some places elsewhere. Taxes and fees must be “included” in the advertised price, by law. Why is this such a difficult thing to adopt? Because we’re a strictly (obsessively?) capitalistic society, where the lowest advertised (if not real) price gets the buyer. With few regulations and rules to protect consumers, anything “unbundled” goes, even it if means the “purchase price” is a lie… and even if we all KNOW its a lie.

    Why can’t we just buck up and demand a straight forward price system? There’s no reason this couldn’t be done in the US, and it would solve a LOT more problems than just airline pricing.

    Just a thought. ^_^

    ~Ituri

  • Mark

    @Jeanne – never mind UPS, for the $100 round trip baggage fee some travelers will find it less expensive to start their vacations with a quick trip to Wal-Mart, buying the stuff they might put in a second bag, and throwing it in the trash before they head home!

  • FL Traveler

    The deception on the part of most of the airlines is amazing as this article points out. Worse yet is when you agree to a fare (online), select buy, and then are told the fare is no longer available. Unreal! The luggage fees are one of the reasons I choose to fly Southwest and other carriers with no additional charges whenever and wherever possible. I recently flew AA and as a result of those fees, the amount and size of carry-ons was incredible. What a hassle for the passengers and attendents all for the sake of tacking on a few more dollars to an already high fare.