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10 Things Your Airline Won't Tell You

By JIM RENDON

1. "Welcome to the crowded skies."

If you've flown lately you've probably noticed that air travel feels like rush hour on the subway. Indeed, as airlines get more efficient, they're squeezing more people onto fewer planes. But that's had an unintended consequence: More fliers get left behind. Airlines have always overbooked flights to compensate for last-minute cancellations. But they don't always get the numbers right. And with so few seats open on later flights, fewer folks are volunteering to get bumped. As a result, the number of involuntarily bumped passengers is up, having grown 44 percent between the first nine months of 2005 and the same period in 2007, according to the Department of Transportation.

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Some airlines get more complaints than others. Click forward to see the rankings from the annual Airline Quality Rating. The lower the number, the better the airline.

Not Pictured: Atlantic Southeast, complaints per 100,000 passengers: 1.21

The silver lining for travelers is that airlines must get involuntarily bumped fliers to their destination within four hours of the expected arrival time or refund them up to $400. The bad news is, the problem isn't going away -- airlines are busy developing computer systems to help them rebook bumped passengers. "Instead of fixing the problem," says Tony Polito, an associate professor at East Carolina University who has published several studies on the airline industry, "they are institutionalizing it."

2. "Your hard-won air miles are worth less all the time."

Air miles are easy to accrue. You can earn them using your credit card, getting a mortgage, "for anything short of breathing," says Tim Winship, editor at large of SmarterTravel.com. American Airlines, for example, has thousands of "mileage partners" to whom it sells air miles, making its frequent-flier program an important revenue center. And United Airlines' Mileage Plus plan brought in $600 million for the company in 2006.

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But as miles flood the market, they're getting harder to use. Joe Lopez, a publications manager in Phoenix, wanted to redeem the 70,000 miles he earned on Northwest -- but couldn't find a flight he liked. "It was ridiculous," he says. (A Northwest spokesperson says 50,000 miles will get you a seat on almost any domestic flight the airline offers.) What's worse, some airlines have reduced the shelf life of air miles, while others increased the amount required for an upgrade. Winship says customers can keep their account current by using a credit card affiliated with the program, which will build miles as they make purchases. You can also redeem a small amount of miles, to keep your account active, on things like magazine subscriptions.

3. "We'll give you a good deal -- if we can get something out of it."

Once in a while airlines do offer serious bargains. Currently, they're doing so in an effort to steer you away from the Expedias and Travelocitys of the world. Why? Airlines pay these online booking sites a fee for every ticket they sell -- something they'd rather not do. The upshot: If you're looking for the best deals -- anywhere from a few dollars off to savings of 25 percent or more -- your first stop should be the airlines' own Web sites.

The industry is following the lead of Southwest, which long ago pulled its tickets from travel sites. In 2005 it introduced Ding, a computer application that scans for the best fares and regularly updates you on deals. What does Southwest get in return? Loyalty and repeat fliers. "Subscribers to Ding are highly engaged customers," says Anne Murray, senior director of marketing communication with Southwest. "They fly a lot." American recently launched a similar application called DealFinder, which offers big discounts on flights, and other airlines may follow. But there's a limit, says George Hobica, creator of Airfarewatchdog.com. "If every airline does this, how many of these things can you run on your computer?"

4. "We love hidden fees."

The inflation-adjusted price of an airline ticket has actually fallen since the airlines were deregulated in 1978. But at the same time, fuel costs have skyrocketed. How do airlines make up the difference? In part through special fees. These fees keep the listed ticket price competitive but boost the total cost to travelers, often at the end of the booking process, when buyers are less likely to change their mind.

The most common is the fuel surcharge, which ranges from $5 to $25 or more. (Southwest hedged against rising oil prices before they spiked; it doesn't have a fuel surcharge.) Other examples of fees: Northwest charges $15 for an exit-row seat. United now charges $25 each way for checking a second bag. And Allegiant, a small airline that provides services from cities like Missoula, Mont., to the Sunbelt, charges $9.50 just to book a ticket online -- a process that costs the company virtually nothing. Even frequent-flier programs, which are supposed to let you book "free flights,"have added fees for things like booking too close to your travel date. "I keep seeing more and more of these hidden fees," says Hobica. "I get complaints from people all the time."

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5. "Customer service isn't always our top priority..."

Twice last year, when Larry Meyer tried to fly from the U.S. Virgin Islands to Florida, he arrived at the airport only to find his flight had been canceled and nothing was available until the next day. "It really rubbed me the wrong way," he says. "They have my number in the computer; you'd think they could call me." And some customers, after enough bad experiences, have started fighting back. Kate Hanni, who was delayed on the tarmac for nine hours in 2006, formed a group that pushed New York State to enact a passengers' rights law.

According to Claes Fornell, a professor at the University of Michigan Ross School of Business, the major U.S. airlines currently have their lowest customer-satisfaction ratings in seven years. "There is collusion in dissatisfaction," he says. "They all offer about the same lousy service." But David Castelveter, spokesperson for the Air Transport Association, which represents the airlines, sees it differently. He says fliers, upset by delays that are often out of the airlines' control, assume customer service is the problem when other factors are to blame. "This is a customer-service-driven business," Castelveter says.

· Continued on Page Two

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282 comments

Vadams5000 11:43:24 PM Apr 22 2008

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I wish the airlines success in their attempt to keep trying to separate their passengers from their money in devious ways. This is one problem I will never have to deal with. I know it costs much, much more to operate an airlines than it did just a few years ago however there are other methods of travel and I choose to use them.
I haven't been on a plane in over 25 years and don't plan to ever fly again. If I can't reach my destination by other means of travel, I simply don't go!

Ghelmke 08:13:29 PM Apr 22 2008

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Southwest Aitlines operates outside the rules that govern the legacy carriers. They don't write or accept interline tickets. They con't check bags interline. They function as if they were the only airline out there.....Consequently, in order to accomodate the needs of passengers, the legacy carriers encounter many more problems than Southwest will ever face.

This being the case, to judge Southwest in comparison with the legacy carriers is somewhat akin to judging peaches with fish....They're both food, but that's where the similarity ends.

If you people want to compare airlines, you need to level the playing field.

Patti Crompton 07:47:11 PM Apr 22 2008

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so drew took a poop in the woods, did she think where it was going when it rainned? right into our water system.the others are buying a lot of stuff in plastic bottles, but its ok its organic. i would like proof that a plastic bag takes 1000 years to desolve.

Je4Dv 07:36:43 PM Apr 22 2008

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I think we need one national airline also. I do not like government involvement in the private sector, however I make an exception when it comes to transportation.

EL CANTINE 07:24:08 PM Apr 22 2008

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HRobb943...I hope for your sake foreign airlines do take over our domestic routes. I want to watch you board some West African airline at JFK in New York on Christmas Eve. Bring your own toolbox, perhaps an ice-srcaper, some anti-biotics (there are some nasty diseases out there), and maybe a survival guide to read while you're waiting for THEIR coast guard to pluck you from the icy North Atlantic (if you survive the ditching). You do know your seat cushion becomes a flotation device, don't you? People like you should get what they wish for. We'd all be better off.

Mswinehart0419 07:23:01 PM Apr 22 2008

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What about the fuel surcharges and foreign country taxes? For example, a posted fare of $1400 for a round-trip ticket to Japan actually costs $1800 when you add in those unspoken fees.

Mswinehart0419 07:20:25 PM Apr 22 2008

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How about the fuel surcharges and foreign country taxes? For example, the fare for a round-trip ticket to Japan is listed as $1400, yet will end up costing $1800. Thank you, George Bush.

Atragon 07:17:56 PM Apr 22 2008

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Dissolve all the big carriers. One national airline, like other countries have. Strictly regulated by the FAA. Next, clear up the baggage problem, way too many bags getting lost or misdirected. Stop frisking grandmothers.

WHITLO75 07:14:48 PM Apr 22 2008

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I think we need for the airlines to go back to being regulated. It would help with pricing and keep bankruptcies down. My father worked for Easter which was bankrupted by it's own CEOs after dereg. LIke NAFTA, it's just stupid.

Judylikescats 07:08:04 PM Apr 22 2008

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With fuel costs going into orbit, you can expect higher prices for airline tickets and more add on prices. There is a better way to offset high prices, wheher that is gas, housing or vacations. The simple answer is to own your own business complete with full tax deductions like the big corporations take. Simply visit 6figuresandmore.com. Not a get rich quick scheme, no free lunch, must do the work to earn the income. Used to work in the Corporate World some 80 hour plus workweeks, now work about 20-30, and with a click of the mouse, have replaced my entire 6 figure income staying at home. Warm Regards and God Bless

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