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In This Issue |
Payout to bumped airline passengers to double (continued) | ||
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It comes none too soon. According to the Airline Quality Report, released two weeks ago, passengers have never been so besieged with delays and, frankly, shoddy service, said Dean Headley, professor at Wichita State University and co-author of the report for 18 years. "When airlines are scrambling just to make payroll and buy jet fuel, it's hard to get them motivated to offer the best customer service," he said. "They are not focused on customer service anymore; they are trying to stay in business." The new payouts will pertain for the first time to passengers on planes with as few as 30 seats, putting the onus on regional airlines to step up their accountability, too, experts said. Small jets are being added because the number of flights with 31 to 60 seats increased by 13.5 percent between 2002 and 2006, according to government data. The previous $200 and $400 limits had not been raised since 1978. To cut delays this summer, the DOT will open an "escape route" into Canadian airspace to alleviate congestion in bad weather around New York and proposed auctioning slots at LaGuardia Airport to force carriers to use it more efficiently. The suggestion set off a firestorm from groups such as the Air Transport Association and the Regional Airline Association, which said the bidding would limit access from small markets, including Memphis. "Clearly, in our view, this is another attempt by this administration to implement the wrong solution at the wrong time," said Roger Cohen, RAA president, who said that with the exception of the days following 9/11, U.S. airlines have never been more challenged than they are with barrels of oil costing $110. While the increased payout for bumped passengers sounds generous, Headley expects few will actually see it because airlines seek unpaid volunteers first. He recommends travelers take note of their worth and prepare to negotiate wisely when they volunteer to give up their seats. For instance, if you're bumped off the last flight of the day, it's perfectly reasonable, he said, to expect to be rebooked the next day, get a voucher for future travel, payment for the night's lodging and any food you're going to need in the meantime. If it seems pushy, remember you are likely being bumped for a higher-paying passenger, perhaps someone who purchased after you. Because the airlines have perfected the science of knowing what percentage will be no-shows, they overbook flights to guarantee full planes. Dallas Minner, agent at Stress Relief Travel in Memphis, said passengers can come out ahead by knowing the playing field. "When given a choice, take a voucher instead of round-trip ticket because you can use a voucher on any ticket or sale fare," he said. "And if you buy a ticket with a voucher, you're not competing with frequent fliers. There are only so many of those seats on any plane." You improve your odds of getting a seat by checking in online 24 hours in advance. "That way the airlines know you have your boarding pass and at least intend to fly," Headley said. "If you can't do it then, check in as soon as you can. Five hours early is better than two hours." Clearing the air Airlines will pay $400 to passengers involuntarily delayed two hours, $800 if rerouting takes longer. Department of Transportation will reroute planes into Canada to avoid summer storms. Department also proposes auctioning some airline slots at New York's LaGuardia Airport to highest bidder, but some say that would limit access. |
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