Hotel vs Airline Customer Svc

1- Both are service industries. There is no excuse including govt regulations for poor service and indiferent
personnel.
2- No there are about 6 hotel companies, the same as the airlines
3- I fly frequently, most of the airlines customer svc is poor, refer to the travel threads
4- I fly about 10 times per year, and lies/misinformation is the norm. Another example, connecting flight thru Chicago on a bad weather day. My flight was an hour late so I missed my connection. Was told to go to the service desk for United. Service rep told me without even checking his computer said I couldn't get out for 2 days. I was also told I would have to find my own hotel and pay for it out of my own pocket. I decided to look for my own flight. Saw a flight for Philly which I figured I could rent a car to get back to NY. Gate attendant said this was not necessary as there were PLENTY of seats to NY. Got on a half empty plane to NY an hour later.

So, airline either

A - lied
B - didn't care
C - both A & B

I have many more examples

I cut the airlines much more slack than the hotels. Airlines have to put up with a ton of bitchy customers (not referencing anyone here) and complaints that are out of their control. If a flight gets cancelled because of a hurricane you can bet there are 100 people screaming at the check in agents anyway...like what are they suppossed to do? Call God on the phone and clear the skies?

Flight attendants have a very stressful job essentially wating on 250 people in a cramped space - many of whom are statisitically going to fall into the "buttface" demographic of the population....and they dont make that much money....and their job security is virtually zero as airlines lay people off with the cycles of the economy.

Does that make it okay for the airlines to kick dirt in your face? No. But they have to do something pretty major to piss me off.

I agree.

RD, you read my mind.

Yes RD he seems a bit testier maybe he will become a shill for the travel industry besides at the LVA.

Back on topic I guess I would be lucky flying with SW for the past 12 years. I can't really say I have needed to deal with customer service. Basically have been on time. And the few times I had to change something or book on the phone because online was down. They have been good.

And staying lately at SP they are great.

So no resort fees, no bag fees at SW or change fees. So lucky to be dealing with them. But there are plenty of bad experiances out there. Could always be the next trip.

Terry

I know Allegiant recently started charging $35 for overhead carry on bin space, too. Pretty soon they will charge extra to seat you INSIDE the airplane!

Connie

Airlines just doing what has worked for years with hotels/motels. They list a low basic price but jack up the final price with fees and "extras". Hotels get away with listing say $69 rate then add in "extras" like resort fees (which usually are mandatory whether you use the facilities or not), parking and even housekeeping extras. While it will get a little easier to compare airlines with the new law which mandates airlines must list the total cost (not just the fare) up front to include any taxes they still wont have to list extras upfront since they will vary. They still wont have to put in the final total baggage charge (folks may or may not check bags), carry on fee (you dont have to bring a carry on) or things like extra fees if you want an aisle or window.

One reason many of us prefer SouthWest. While initially their fare may seem more expensive then some there are no hidden extras like baggage or overhead and of course you pick your own seat when you board. Having said that even SW has sort of jumped on the bandwagon charging extra for early check in.

In a way hotels/motels and airlines becoming like buying a car. The sticker price is an illusion and a starting point and the best way to buy may be buying services. The latest Consumer Report has a review of hotel/motel chains and on how to get the best price for a room. Turns out the "blind" sites like hotwire and priceline are the best way to go!

Once again marcr is spot on with his posting.

I agree that you save money by using Priceline and Hotwire...I've used them many times with satisfaction. But they have drawbacks too. My experience with them is that you definitely get a cheaper rate ... but you also usually get the crappiest room in the hotel. And thats ok if saving money is your prime objective. And often the crappiest room in the hotel is still pretty nice...but your contract is firm and non-negotiable. You want to upgrade to a better room? Too bad - even if you are willing to pay extra at the front desk. You want to keep your rental car an extra day? No way...not without massive penalties...even if you are willing to boost your rate to the regular full price for the extra day. So there is a definite trade off.

I have found that my joining the hotel rewards programs that you can get the best rates, along with room upgrades, free health club access and free breakfast to name a few benes.

PJ is right that priceline etc. customers get 2nd class treatment.

I also have found that one can get even better rates by using the AAA card in conjunction with the rewards program