Delta’s Ausband: “Customer service is very important to the bottom line”

Allison Ausband/Delta

Here’s part two of my interview with Allison Ausband, Delta Air Lines’ vice president for reservations sales and customer care. You can read part one here.

Whatever happened to First Point of Contact? Does it still exist?

Absolutely. We’ve told our people either to fix it, or find someone who can, which is what First Point of Contact was all about. So, if you can’t solve a problem, raise your hand and talk to a leader.

We just started a program with our customer support supervisors in reservations. If they get to an impasse with a customer, they offer to end the call and then call or email the customer back after a short break. It gives the supervisor the chance to review the situation and consider some options that perhaps they hadn’t considered.
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Delta’s Ausband: When it comes to customer service, “we want to be even better”

Allison Ausband/Delta Air Lines

Allison Ausband is Delta Air Lines’ vice president for reservation sales and customer care. I met with her last week to discuss the progress since our last interview in 2010.

It’s nice to see you again. And you’re still here. Before you came along, this position was like watching a game of musical chairs. (Here’s my 2009 interview with Ausband’s predecessor.)

Thank you. I liken it to solving world peace on some days. I try to fix everything. But I’ve never been more excited about our momentum.
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Blogger Bob: “There is more to security than simply going through a checkpoint”

Editor’s note: I’ve restructured my Q&A feature a little. The questions are now yours. I’ll be soliciting queries for my next interview on Facebook soon, so please stop by and “like” my page.

Bob Burns, a.k.a. “Blogger Bob” doesn’t need any introduction. I’ve been following his work at the TSA for years, and refer to it frequently on this site and in my weekly TSA Watch column.

A note about the format of this interview: These were reader questions, and I didn’t have an opportunity for a rebuttal. Your comments are always appreciated. I can be reached here.

I started our interview by asking him a question that’s been on my mind for a while: Could Burns cite one example of responsible TSA coverage, either in a mainstream media outlet or in a blog? He declined. “I’ve been around the PR pros long enough to learn at least one lesson,” he told me. “Never pick a fight with anyone who buys ink by the barrel.”
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Amtrak is all aboard with electronic ticketing in 2011

One of the most common complaints I get from Amtrak customers is about their tickets. The National Railroad Passenger Corporation uses old-school paper tickets that have cash value. I asked Matt Hardison, Amtrak’s chief for sales distribution and customer service, about the ticket troubles, and how to solve them.

What are the rules regarding lost tickets on Amtrak?

Most consumers have forgotten the days when tickets essentially had cash value. Today, there are almost no conventional tickets for the airlines anymore. Consequently, Amtrak is one of the last intercity modes of travel whose tickets still have value – what we call “value documents” – and for now our policies still need to reflect that.
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Isom: Numbers-obsessed US Airways paid $1 million in “above and beyond” bonuses last year

US Airways is kind of obsessed with its numbers. It’s a good kind of obsession — it regularly touts its improvements in on-time arrivals, misplaced baggage, oversales and other metrics reported every month to the Transportation Department. Why is the airline so fixated on these figures? I asked Robert Isom, US Airways’ executive vice president and chief operating officer.

What’s so important about the numbers?

We focus on these numbers because they represent the reliability and convenience our customers expect from US Airways. These are also the metrics that the media most closely reports on and that all of the airlines are consistently measured against.

These are the measures most often cited as defining an airline as an under or over-performer, and you have to believe that these are the metrics that level the playing field — although, that being said, comparing yourself to an airline that flies, say solely in Hawaii, from an on-time arrival perspective when your operation is based in the Northeast, for example, doesn’t seem to be a great leveler but hopefully you get the point.

Our core beliefs as a company are that at the end of the day, most people want and are willing to pay for a safe, reliable, clean, hassle-free trip where you’re treated with respect along the way, and where your bags arrive when and where you do. So from that perspective, too, these measures work for setting and continually raising that bar for us.
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Travelocity’s Mahl: “In a perfect world, a guarantee like ours wouldn’t be necessary”

GinnyMahl_082609Ginny Mahl is Travelocity’s vice president of sales and customer service — the woman behind the online travel agency’s vaunted Travelocity Guarantee. I asked Mahl about getting the best customer service from a travel Web site, and how her company is doing its part.

Travelocity seems to be doing well despite a depressed travel industry. How has good customer service contributed to your company’s recent performance?

Thanks, Chris, for the vote of confidence. Our customer service team has come a long way since introducing the Travelocity Guarantee four years ago and by remaining committed to its principles, I think we’ve helped the company’s bottom line. Plus, our ongoing investment in training our agents on how to best support customers through all kinds of scenarios has paid dividends.
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CheapOair’s Roy: “We do face a challenge when users ask us for refunds”

roy2Sneharthi Roy is the senior vice president of operations for CheapOair, a Web site that sells discounted airline tickets and hotel rooms. I asked him about the low travel prices we’ve seen lately and some of the possible pitfalls of buying travel in a buyer’s market.

In American vernacular, the word “cheapo” can be used to describe someone who is frugal and knows how to save money — which is usually thought of as a good thing — but more often than that, someone who is a miser. When you decided on the name CheapOair, what were you trying to convey?

When deciding on a name we wanted to convey value, savings and pricing to the users as well as have a catchy name which the user could remember, there were also not too many domain names available which would convey such a message. We also wanted it to be a bit on the humorous side, since travel should always be a bit of fun.
Continue reading…’s Booker: Adding new fees “would be a tricky thing to pull off right now”

Scott Booker is the chief hotel expert and guest advocate for I asked him about this summer’s unprecedented crop of hotel bargains and how to take advantage of them in a recessionary economy, plus the outlook for new hotel fees.

Q: Can you give me a sense of how inexpensive hotels are this summer, compared with summers past?

BookerBooker: This is absolutely the summer of the deal, and bargain pricing is just about everywhere. For instance, we have a three-star Ramada near Universal Studios in Southern California starting at $76 that typically runs for $109. It’s $50 lower than other three-stars in the area, and includes breakfast.

The Walt Disney World Swan, which typically has rates in the $250 range, has rooms starting at $180. The Hotel Valencia Riverwalk in San Antonio has rooms at $142 that typically go for more than $250. They’re offering a third night free over the 4th of July, and 30 percent off a three-night stay for the remainder of June, July and August.

We’re seeing big interest from properties to participate in our promotions – more than 900 are participating in our 4th of July sale, for instance. It’s not just about an inexpensive nightly rate, but the value travelers are getting for their money. Properties are making the trip more affordable overall with promotional offers like gift cards, dining and spa credits, and free nights with a multiple night stay — these are quite common right now.

Q: Where are the best deals to be found? And which destinations are still pricey?

Booker: Deals are literally everywhere — I think it’s harder to find a city that’s not on sale. We’re seeing amazing values in places like Boston, Chicago, Las Vegas, Los Angeles, Myrtle Beach, Orlando, Phoenix, and San Antonio. New York has a sale now with more than 60 deals in the market.

In Los Angeles, we have a brand new five-star property, Terranea Resort, at 50 percent off, with rates from $145. This is more than $300 below other five-stars in L.A. In Vegas, the Trump International Hotel has the lowest rates among the five-star set at $99 a night, plus a $50 spa credit. New York has the Park Central with rooms from $137, and the St. James at Times Square from $109.

If you want a rock-bottom deal, try the Tropicana Express in Laughlin, Nev. Stay two nights, get 50 percent off, with $10 rates from Sunday through Thursday through July. It’s about 100 miles from Las Vegas.

Q: Other than booking a hotel through your site, how do you land a deal this summer?

Booker: Even though that’s the best way to find a deal, I’d recommend two additional points: Read as much as you can about the destinations you want to visit. And, look at package deals that can bring the overall cost of the vacation.

Q: What advantages does someone have booking through a site like, versus a travel agent or directly through a hotel?

Booker: There are some great advantages. I’ll point out three.

Welcomerewards, our loyalty program, is the best advantage. Once you accumulate 10 nights, you get a night free. There are 53,000 property choices available and you can build credits by staying anywhere — chain hotels, independent properties, condos, resorts, B&Bs. Travelers can build up to ten however they’d like — as long they spend $40 a night, they get a free night up to $400. No one else offers a program like this, and we’re getting great response from our guests who have joined – they love the fact that it’s simple, generous and flexible.

Another advantage is our reviews. We have more than one million authentic reviews on the site. People must book and complete a stay with us in order to post a review. This feedback from recent guests is critical in helping travelers make the right property choice.

Also, our call center. We don’t charge to book by phone and our call center is critical in helping us stick with our customers before, during and after the trip. Talking with a live person and asking questions helps many travelers make the decision — we don’t own properties so we’re not trying to push people in one vs. another. If there’s a problem during the trip, we want the customer to call us. We have relationships with our properties and we’ll advocate on their behalf. If for some reason it can’t be fixed, we’ll relocate the traveler to another property nearby. Whereas a chain might need to relocate a traveler to another chain property across town, we don’t have that restriction. It’s likely we have another partner property of the same or higher quality within a few blocks.

Q: I understand you’re in the process of relocating to London with your family. I hope you can answer this question from both a professional and a personal perspective. Just about every hotel says it’s family-friendly or child-friendly, but beyond that claim, is there any way of telling that you’ll be welcome there with young kids? Are there any signs that you shouldn’t go with kids?

Booker: Look beyond the “family friendly” statement to see what’s actually offered. For example, can kids stay free? Is breakfast complimentary? Does the property have attached rooms or suites and kitchenettes? What about children’s activities, a pool and babysitting onsite? If you’re not sure if the space or amenities will work for your family, call to clarify your questions – don’t risk making a mistake and being disappointed once you arrive.

Also, this question really hammers home the importance of guest reviews. On, you can sort reviews by trip type — business, romance, family, with friends, etc. If I’m traveling with my family, I look at the family average guest rating and family reviews to see what these guests just experienced. The property might have great family friendly options, but if reviews say the pool area is dirty, the free breakfast options were paltry and the road noise or downstairs bar kept kids awake for the night, I’m going to look elsewhere.

Q: There’s some talk that hotels may move to an a-la-carte model, like airlines — charging extra for things like housekeeping and fresh towels. Given that the hotel industry is in such a slump, do you think these fees are in our future?

Booker: I don’t think we’ll see this in the near term. Properties want to keep it simple for guests to book, and they want to add value for them wherever possible. Nickel-and-diming guests for the basics they expect in the stay would be a tricky thing to pull off right now.

Q: I’ve been hearing a lot about “total” pricing lately, but when I go to a site like and search for a hotel, I get a lower “average nightly rate” but I’m not offered a total price, including taxes, until I book. Can you help me understand how this helps your customers?

Booker: We don’t really get that many complaints in the U.S on this. Given many retailers offer the total price in the last stages of the booking process, I think people expect to see that format on our site as well.

Q: There are two common complaints about booking a hotel online. First, my hotel never got my reservation. Second, they charged me more than they said they would. Can you tell me what has done to minimize these types of problems? What advice would you give hotel guests who want to avoid these problems?

Booker: On the first issue, we’ve been working over the last several months to improve our process and ensure properties receive, confirm and enter into their system all of the bookings we send them. All three steps are critical. If one of these slips, a room may not be waiting for the guest, and that’s a terrible way to start any trip. As a guest, we will be there for you and we will fix the problem, so please call us directly. We will work with that property to find you a room, or rebook you somewhere else nearby.

On the second issue, we disclose on our site the total cost of the stay, and note in the property description which additional fees may apply (parking, Internet, etc.). We reach out to every guest post-stay to ask them to complete a review — and when they do — they often make mention of these fees. So, customers have two spots (property descriptions and reviews) they can check for added fees before they book.

Clarify again at check in that you will incur no additional fees, scan your statement carefully before you check out, and if anything strange appears, ask that it be removed. This is easier to do when you’re still at the property vs. after you’ve returned home. If you can’t resolve it with the property, again, call us and we’ll advocate for you.

Q: Resort fees, which are really little more than hidden price increases, have been around for more than a decade. Although most chain hotels have stopped imposing mandatory resort fees after being hit with lawsuits, there are lots of independent hotels that continue this questionable practice. What is’s position on resort fees?

Booker: This is a tough one – we see many “hidden fees” for things like parking and Internet, but for the most part, those charges are tacked on when people use the service. Even if you stay at a resort-style property, you might not play golf or visit the spa, so why should you be subject to the added charge?

This hits on transparency and honesty — if the property discloses the fee clearly, I as a customer can decide to accept it and book there, or find another property. I think problems tend to happen when hotels don’t provide this detail upfront. Customers don’t like surprises on trips — and one of the worst to get is a laundry list of added fees at checkout you had no idea you would get. I’ll reiterate my advice from the previous question — check before you book, clarify again at check out, and try to resolve any problems before you leave the property. And, write a review when you get home so you can help inform future travelers.

At, if a property gets complaints consistently because of hidden fees, we will delist them or move them down the sort.

Q: If a site like and Expedia and Hotwire — all owned by the same company — simply stopped selling hotels that forced customers to pay resort fees, it just might be enough to stop them. Would you ever consider that?

Booker: It’s an interesting question. Given we want to provide the most variety and number of choices to consumers, I don’t think we’d stop selling a particular type of property. But, we will provide as much detail about properties so that everyone can make an informed decision. We detail these fees in the description, and guests often comment on them in their reviews.