TripShake Magazine » Janice Hough

Even with an e-ticket, don’t forget this…

Janice Hough — Wed, 08 Jul 2009 13:00:13 +0000

There’s one thing besides your identification you should never leave home. It’s your electronic ticket number.

Electronic or e-tickets as they are called, are getting to be standard. Most U.S and European carriers won’t issue paper tickets anymore, and if they do, they generally charge extra. And IATA – the International Air Transport Association – is close to their goal of 100 percent e-tickets. Even skeptical travelers have become used to the concept and are relaxing about not having paper in hand.

But don’t get too relaxed. Especially if your itinerary includes more than one airline.

I just got another call from a client at the airport. And it happens at least once a month, sometimes once a week.. She flew out on Northwest to Boston via Minneapolis, and was flying home on United. The gate agent told her “You don’t have a ticket,” and wanted her to buy a new one.

Fortunately, this client called me, and I gave her the ticket number. I could hear in the background “Oh, there it is.” And she got her boarding pass.

Had I or another agent not been available, we would have had to hash it out with United and/or Northwest’s refund department.

Most e-tickets work smoothly. But if you are in the minority when they don’t, it’s no fun. I missed a plane myself earlier this year because a Delta agent couldn’t pull up a United electronic ticket on a close connection in time for the flight.

Besides having more than one airline on the ticket, other factors that increase the chances of a problem include having changed your ticket, having made a reservation that was canceled at any time before you bought your ticket and having had any schedule changes on the ticket.

If the fare allows, ticketing each airline separately helps with check-in, though this may expose you to secondary screening because the airline will show it as one way tickets. But having that ticket number in hand, whether as a receipt or a printout, will definitely increase your chances of solving any problem.

And the trip you save may be your own.

photo by matt.hintsa on flickr

Oyster.com – a new entrant in the hotel review wars

Janice Hough — Thu, 25 Jun 2009 13:00:52 +0000

Whether you are a do-it-yourself, or book through a travel agent, hotel reviews are often an important part of the booking procress. Except they are also often the most controversial part of the process.

Tripadvisor, for example, uses as its motto – “Get the truth, then go.” And they allow “real” travellers to post reviews.

But one of the problems with allowing anyone to be a critic is that, not only is the process subject to abuse, but people have different standards. A basic motel with clean sheets may get a rave review; a five-star resort with expensive food and drink choices can get a terrible review.

And booking sites, such as Travelocity, Expedia and Orbitz, use a rating system that is capricious at best, and usually heavily tilted towards making the hotels sound as good as possible.

In fact, I am sure most travellers have had the experience of either having stayed at a so-called three- or four-star place, that really isn’t up to its rating. Or of seeing an online review of a place you already know and thinking, “What were they drinking to give it that rating?”

One option is Star Service, which uses paid reviews, and is a favorite of many travel agents. But it is a subscription-only service that starts at around $249.00 a year, which is probably out of the reach of most do-it-yourself travelers. Personally, I have found it to be a great tool for my clients and very reliable, albeit not perfect. Because even with paid reviewers there are differences of opinions, and hotels can change quickly.

Now, a new entrant is joining the field, called Oyster.com

Oyster.com is starting out with four areas for review, Aruba, the Dominican Republic, Jamaica and Miami. They plan to add New York and Las Vegas. The site employs reporters to write all reviews, pays for their own hotel nights, and does not function as a booking engine. And at the moment, they are free. In answer to the question – “How do you make money?”, their response on their site is:

Oyster.com does not currently make any money. We don’t, however, plan on that being the case forever. We are currently focused on building out additional destinations and improving our site experience so that we can acquire more customers. Over time, we believe there will be a lot of ways for us to make money while ensuring that our editorial opinions remain independent and unbiased. In the meantime, our first priority is creating a site that will help millions of people make the right decisions about where to stay.

The founders have obtained funding from venture capital companies including Bain Capital. Clearly, they have convinced some smart people that they have some hopes of making this work.

Admittedly, even if Oyster becomes successful, they will probably not cover many smaller towns and motels. Sites like Tripadvisor and online travel sites will probably still be the only source of information in those cases. But a preliminary look at the site is encouraging; it is fast, well-written, and the reviews are interesting.

As with most startups, it remains to be seen if Oyster.com can become a viable option, but for now, it’s a promising new contender in the hotel review wars.

photo by gailf548 of Sandals White House in Jamaica on Flickr

True questions tourists have asked about Hawaii.

Janice Hough — Wed, 17 Jun 2009 13:00:35 +0000

Today’s post is a collection of questions I have been asked or heard asked in and about the state of Hawaii. And I promise I have not made any of them up.

The inspiration came from a manager from the Four Seasons Lanai, who told me that when he talked to a guest about spear-fishing, was asked

“Can you swim all the way under the island?”

Another true questions, either asked of me personally or vouched for by hotel or boat staff:

“Is there water on the other side of the island?”

And to hotel employees regularly,

“Do you live on the island?”

Along with,

“Where do you get electricity?”

Asked to me as a travel agent,

“Can you use U.S. money in Hawaii?”

And its corollaries,

“Do you need a passport to go to Hawaii?” and “Do the natives speak English?”

“Can you drop off a rental car on a different island?” (The person in question thought it was like the Florida Keys with bridges.)

Asked on a catamaran off Maui,

“What altitude are we at now?”

“Where do the whales sleep?”

And of an island in the distance,

“Is that Catalina?”

And my all time favorite:

“How do they keep the islands from floating apart?”

(The person in question here was commenting on the “nice” formation of the islands, with Hawaii as the most southeast, Kauai on the west. The hotel employee who told me the story said he still wishes he had told her they were all anchored to the ocean floor with really big anchors.)

Although if any TripShake readers have heard questions to match or top these, please feel free to add them in comments.

Photo from the Fairmont Orchid on the Big Island of Hawaii.

Why use a travel agent for a “simple trip?”

Janice Hough — Wed, 27 May 2009 13:00:29 +0000

Over and over again, I read travel writers saying that travelers should use travel agents for complicated or exotic trips, but that generally they can just book “simple trips” on their own online.

And as a travel agent, I can say honestly, that the service fees most agents get from domestic trips are often not what’s keeping us in business, so this isn’t a pitch for more sales. But actually, there are reasons travelers might consider an agent, even for “simple” trips.

The first reason is if the flight is delayed or canceled. Service cuts at the airports and all those check-in kiosks mean that the wait to speak to a human is longer than ever. Travelers with an agent can get on the phone and be rebooked before they get to the front of the line.

Also, if a trip is booked in advance the chance of schedule changes is high. Sometimes these schedule changes are trivial, other times they can result in a missed connection or hours waiting at an airport. An agent can get this resolved, even say, changing travel cities if a service cut means no good alternative.
For example, I have talked airlines into changing tickets from Fort Lauderdale to Miami, and San Jose to San Francisco recently. Which an individual can do too, but it make take a while.

Then there’s the issue of seat assignments. Lately, it seems as if, except for bookings made months in advance, there are no decent seat assignments left — sometimes even for elite mileage members. Most good travel agents, however, will keep checking back for seat assignments for their clients, and most of the time, something opens up. (And then there’s Northwest, in a class by themselves by only pre-assigning seats 90 days in advance.)

In addition, a few airlines, like British Airways and United Airlines, have special deals with some agents for seat assignment priority.

And finally, it’s another pair of eyes. I lose track of the number of requests I get for a flight say, on Monday May 17. Except that May 17 is a Sunday. It’s an easy mistake to make, getting day and date wrong, but the airlines are not terribly sympathetic. An agent is more likely to pick up these and other discrepancies, name issues, misspellings, etc., before a ticket is issued.

One of my favorite clients finally gave up booking online some years back after several airport problems. He likes to tell his co-workers, “You know, I am just thrilled when I have paid Janice her fee and she only had to do a few minutes work for it. Because it means everything went super smoothly. Unfortunately, with the airlines these days it happens a lot less often than I would like.”

Photo “Too early to Check in – Sydney Airport” by Charlie Brower on Flickr

Disney parks in the U.S. now allow visitors to bare more than arms

Janice Hough — Tue, 12 May 2009 13:00:46 +0000

The current economy has caused all sorts of changes in the travel industry. Depending on your age, gender — and perhaps how twisted your sense of humor is — you may or may not be pleased with Disney’s latest cost-cutting move.

The change has to do with what some guests have referred to as “Flash Mountain.” At certain attractions, Disney cameras snap a picture just before a big drop. When guests depart the ride, they see the pictures shown on preview screens, and can purchase copies.

Some guests, especially young women, couldn’t resist the temptation to show a little more than a smile. So for the past ten years in California and Florida, Disney has employed people to scan the photos before posting them, to ensure that gueonsts departing the ride aren’t treated to more than a “G” rated experience.

Now, that scanning position has been eliminated as part of general cost-cutting. But a Disney spokesman said “actual inappropriate behaviors by guests are rare.” Well, they have been rare, but one wonders how much of that is because word has gotten out that such pictures will not be shown on the screen.

The new policy affects Splash Mountain, the Hollywood Tower of Terror and Space Mountain in both California and Florida. And the California Screamin’ adventure at Disney’s California Adventure.

I am sure that no readers of this post would ever engage in inappropriate behavior at an amusement park. Although at Disneyland Paris, they no doubt are wondering why anyone should care.

In any case, those travelling to Disney now might want to either distract their children, or, depending on interest and sense of humor, pay extra close attention to those photos at the exits.

No doubt Disney will review their new policy at some point based on customer feedback. And I wonder, will there suddenly be a surge in fathers willing to do ride duty with their children?

In any case, for now, it’s up to individual visitors to cover the bare necessities.

If shoes were sold like airline tickets….

Janice Hough — Mon, 04 May 2009 13:00:28 +0000

Between the swine flu and the economy, I figured we all could use a laugh. Though this might be funnier if it weren’t likely to be so accurate:

Customer: “I’d like to buy a pair of the “Supercool Superfast” running shoes you have advertised for $39.99, size 8 medium.”

Clerk: “Certainly ma’am, that will be $159.99.”

Customer: “Wait a minute,the advertised price said $39.99.”

Clerk: “Yes, but that’s per shoe.”

Customer: “That’s still only about half of what you are charging me.”

Clerk: “Yes, but that doesn’t include the fuel costs involved to get the shoes to our store. And of course sales tax, a fee to cover our store security, and local taxes from China where the shoes were made. Plus there’s a couple others, I don’t remember them exactly.”

Customer: “That doesn’t really seem right.”

Clerk: “And that final price does include a surcharge for mypersonal assistance. We do have to charge a little more when you don’t order online.”

Customer: “So I could have gotten a better price without actually coming to the store?”

Clerk: “Yes, if you could have figured out our website, I have been told it’s a little confusing. And then there would have been a restocking fee if you didn’t like the shoes.”

Customer: “So there really were no shoes available at the advertised price?”

Clerk: “No, the ad is correct. But actually, it’s all explained in the fine print. You know the price would have been cheaper if you came in Tuesday or Wednesday night. And the least expensive price is only available for size 5 narrow. Most sizes are more. Just be glad you don’t need one of our premium sizes.”

Customer: “Well, I need the shoes, and they are supposed to be great. So fine, I’ll take them.”

Clerk: “Great, and would you like laces for an additional $20?”

picture by Moore Fun on Flickr

Early birds get the worm, but maybe not the best hotel rate.

Janice Hough — Fri, 01 May 2009 13:00:18 +0000

Savvy travellers have known for a while that when you book an airline ticket in advance, that it’s worth checking back later to see if the fare has gone down. While not all airlines will refund the difference, some will give you the difference in a voucher, and still others will give you a refund or a voucher less a fee.

But lately, I’ve been noticing a similar phenomenon, with hotel rates.

Like the airfare situation, prices don’t always go down, but it’s often worth a few minutes of your time. (Or your travel agent’s time, but most agents are happy to check, especially if you ask nicely.)

It’s probably not worth checking constantly, but once or twice can’t hurt, especially if you’ve booked months in advance. And if the rate has gone up, you’ll feel good about booking early.

Just this week I found a hotel rate in South Africa for May dropped approximately USD 33 a night. I’ve also found recent savings in Italy and in Washington DC. Even if you don’t save money, you might find a nicer room; one Four Seasons hotel in Singapore adjusted their rates enough to make their Club level room comparable to the original standard rate.

Occasionally some specials are for “new bookings only,” which might take some negotiating. And unfortunately hotels are sometimes guilty of the same “bait and switch” tactics used by the airlines. Which means they may advertise a ridiculously low rate, which only applies on Tuesdays and Wednesdays in the offseason, or something like that.

Still, many hotels, especially but not only large chain properties, now use the same airline style “yield management” on their rates. Which means different rates for the same room based on season and occupancy. While it can be confusing, and at times annoying, during this recession the practice means a chance for some real savings.

Hotel photo from Hotel Andra in Seattle.

While you’re spring cleaning, check your passport!

Janice Hough — Tue, 21 Apr 2009 13:00:17 +0000

Spring cleaning is a rite around the world, and it feels good to have your life at least seem more in order. And while you’re cleaning, how about a quick passport check?

The first order of business: where is the passport? Yes, I know, most passports “live” in the same place all the time. Except when they don’t. As a travel agent I can’t count the number of frantic calls I have received when clients go to get their passport before a trip, and it’s not where it should be.

Next, what is the expiration date? This issue particularly can be a problem for children’s passports, which are good for only five years. A family assured me last year their passports were current to fly to Vancouver for a cruise; they discovered the week before that their son’s had expired. They saved the trip only after a two-hour drive to the nearest passport office, plus a lot of waiting time, and a rush fee.

Then, where is your next destination? Some countries, including England, require six months validity on a passport beyond the entry date. Otherwise they will deny entry. Seriously.

Also, make sure your passport has a few blank pages. Some countries want a clean page to stamp their authority to enter. No space, no entry. And still other countries want clean pages for a visa. You can mail your passport in and get extra pages, but you need them before requesting a visa.

Finally, if you have had any name changes, through marriage, divorce, or any other reason, does your current name match your passport? I just dealt with a divorced woman who gave me her “legal” name for a ticket, except that she forgot that her eight-year-old passport had her old married name on it. Fortunately an amused Delta agent in a good mood allowed us to change the ticket.

A passport check should take only a couple minutes now. And it could save you hours, stress and money before your next trip.

Two for one? Airline offers you probably should refuse.

Janice Hough — Wed, 15 Apr 2009 13:00:38 +0000

The difference between business class and economy is often not that great on flights within the U.S. or Europe. But on longer flights the difference between the back of the plane and business class may make the difference between arriving fresh and ready to go, and being a complete zombie for a few days.

Which makes offers like American Express’s Platinum program and British Airways’ “two for one” Visa Signature card so enticing. Buy one, get one free? What’s not to like? As it turns out, plenty.

The latest British Airways offer sounds like a great deal, available only to holders of Chase BA Signature Visa cardholders. A companion ticket anywhere British Airways flies from the United States, in either First, Club (business), or World Traveller Plus (premium economy) class.

But is it a savings? Well usually, not exactly.

There are plenty of simple conditions, as in the two passengers must travel together for the entire trip. Although this can be a problem, if say a spouse or friend wants to come along for only part of a business trip.

The real catch, however, is the part that says “non-restricted, fully flexible, full airfares.”

Here are a couple examples: A British Airways San Francisco business class ticket roundtrip to London is currently is $14,911. Which includes about $618 tax, which must also be paid on the free ticket. But the lowest discount fare for the same flights with 14 days in advance and the same weekend stay requirement is $3219.

In World Traveller Plus, from Chicago to Milan, the unrestricted roundtrip fare is $4909. The same flights can be obtained with only seven days advance, for $1861.

Of course, all of these fares are subject to change, but the general principle applies to other British Airways fares, and to other airlines offering this kind of “deal.”

One situation where passengers might personally benefit is if their corporations or a client would be reimbursing them for one ticket. But it’s hard to see how the corporations themselves benefit.

In fact, even at the last minute, when a real sale might not be available, there are almost always cheaper tickets available than the unrestricted full fare.

In British Airways’ case, the offer was scheduled to expire but has been extended. So it’s hard to know if British Airways has been doing well with the promotion, or whether they are extending it in hopes of getting more travelers to take them up on it.

photo by garybembridge on flickr.

One time you should never believe an airport customer service agent

Janice Hough — Tue, 07 Apr 2009 13:00:59 +0000

Many frequent travelers go by the maxim, “there are lies, damn lies, and airline speak.” Though in reality most airline employees do the best they can.” But there is one situation especially where ignoring what the airline tells you can save you a lot of time and stress — when they say they can’t get you to your destination.

As a travel agent, I frequently get calls from stranded travelers, some of them before they have talked to the airlines. And some after the airline has already given them their “best option.” And quite frankly, sometimes that isn’t even close.

Clients going to Jamaica last month were told by Northwest that their flight was canceled, and that nothing was available until the following morning. When they called me to ask what to do about the hotel, I found a wide-open American flight via Miami, and reserved two seats.

Armed with the confirmation number they went back to the counter and the agent shrugged, called American, and reissued their tickets. (The clients told me later the American flights were not full, but the only people from their original flight who also ended up the same planes had also called THEIR travel agent.)

Travelers heading to San Jose, California to San Jose, Costa Rica were called by American and told their flight to Dallas was delayed, and that they would miss their connection flight. The agent offered them the following day, or a four hours connection in Los Angeles and then a Lacsa overnight flight. They asked if it might be possible to pay more and fly first class. The answer was no.

Again, my quick computer check showed an American flight overnight from San Francisco to Miami with a one hour connection to Costa Rica – with a discounted first class fare available. Since San Francisco is only 30 miles from San Jose, my clients loved the idea. I booked the seats, and American reissued the tickets with only the fare difference, no penalty.

Admittedly, the reservation agent in the last case probably wasn’t in California, but presumably airline employees should know about nearby airports. Especially since the travelers said they would pay not to take the uncomfortable coach red-eye.

To be fair to the airlines, staff cuts mean that gate agents are more harried than usual. And certainly it is both easier and cheaper to give delayed travelers only one option. Sometimes, too, there may not be that many seats on an alternative flight. But if it means saving hours, or an entire day, you want all your options.

What to do?

If you have a travel agent, call them. Even online agencies have customer service numbers.

If you’ve booked direct, get creative. Call reservations, explain that you are flexible and be as proactive as you can. You can even look for options online first. Suggest other airlines, suggest nearby airports and be as aggressively nice as you can. (Screaming usually is not a productive option.) When faced with an agent who doesn’t seem to get it, there is always the “I’m sorry, this is a bad connection, I’ll have to call you back” approach. And try again.

This isn’t to say that airlines always lie about options. Sometimes they just don’t see them and sometimes they really don’t exist. But before giving up, it’s worth a little effort to be sure. The trip, or at least the time, you save may be your own