Triangle Trip

Like Captain G, I recently canceled a flight.  I had purchased a round trip ticket on Southwest and I already traveled on one segment (the outbound).  I wanted to cancel the return trip and thought this would be a painful process. The following points that made my Southwest experience a pleasant one.

1.  Southwest allows you to cancel any segment without a change fee. No $150 change fee like other airlines (See Captain G’s post on United).

2.  Southwest credits the entire segment you are canceling (this is when you buy non-refundable tickets).

3.  Southwest does not outsource customer service. I love how I can understand the customer service representative without an interpreter.

4.  Southwest customer service representative was very polite and considerate and even explained how to use the credit for my next ticket in the detail.

All major airlines except Southwest are using domestic change fees to make up for lost revenue. United is notorious for imposing strict penalties on changes to your airline ticket. Below is an example of how they are doing it.

I will not be able to depart on my scheduled return flight from JFK to LAX on March 11, 2009. I went to United.com to modify my itinerary to change my return date from JFK to LAX to next Sunday, March 17, 2009. I noticed United has repriced my ticket to: $319 plus a $150 change fee making the new ticket $469. United then subtracted my original ticket of $279 and tells me I will need to pay $190 for the change. Below is a print screen directly from united.com.

I then went to Kayak to see how much the one-way JFK to LAX ticket for the same flight with the exact same date and time is worth. The result (below) is $200.

United is basically telling its customers that they are getting a $10 discount for making a change on a return flight vs buying a new one way ticket. United and other airlines should reward their customers for booking round trips with them. Booking a round trip used to be cheaper and customers were rewarded for being loyal. Under this circumstance, I do not see why I should be booking round trips with United or any airlines that charges a hefty change fee. I recalled back in 2005 when United would only charge you their change fee ($50 or so) and put you on the next available flight.

Based on my current finding, I will cancel my United return flight on the very last minute to make sure United cannot sell my seat to another person. As long as you cancel before the flight takes off, United must issue you a credit. In the meantime, I will monitor Kayak and other sites for a cheaper return – I noticed American has a 9AM return on the same date for $180 which is a $10 saving.

Taking advantage of customers through change fees should be reviewed by our Justice Department. Here’s a link to my previous post regarding airline change fees making your ticket under $200 worthless.

United Airlines now operate out of Los Angeles International Airport’s (LAX) Terminals 6, 7, and 8. Following my previous post on how to get quickly get through LAX security in Terminal 7, this post gives you two more options should the LAX Terminal 7 garage security checkpoint is closed for whatever reason or becomes too crowded.

Option 1 – Use United Premier Line in Terminal 6:  United has their Premier check-in counters and security line in Terminal 6. Unlike LAX Terminal 7 (or other airports), Terminal 6’s security checkpoint does not have a pre-screener to look at your ID or re-validate that you are a United Premier member. If you walk into Terminal 6 and make an immediate left, you will see the United Premier security line. This line is generally empty and connects you to the normal Terminal 7 main security line. However, the Terminal 6 security line is much shorter as it does not wrap around like Terminal 7’s main line. If you do see a pre-screener and he/she does not let you go through, just tell him/her that you were dropped off by the rental car bus and have to catch the flight that’s in an hour. If that fails, go to Option 2.

Option 2 – use LAX Terminal 6’s TSA security line to get to Terminals 7 and 8:  This option will require some walking. Terminal 6’s normal TSA security is to the right of United Premier check-in. LAX Terminal 6 does not have many big airlines (AirTran, Continental, Spirit, Virgin America, etc.) so the security lines are generally shorter than Terminal 7. After you have cleared the Terminal 6 security line, make a left and walk through a tunnel that connects you to Terminal 7.

For your convenience, below is a map of LAX highlighting the United Terminals. I have labeled locations for Options #1 and #2 in red.

LAX United Terminal Map

I have tried both options and both worked like a charm. I was at LAX at 3:20PM to catch a 4PM flight and there was no pre-screener at the United Premier security line in Terminal 6. I bypassed the normal Terminal 7 pre-screening and the long wrap around line. I have also tried go through security at Terminal 6 and walking back to Terminal 7. The entire process (clearing security to walking to the gate) took less than 15 minutes as no one uses the TSA security lines in Terminal 6.

I am still waiting for Clear to show up at the world’s 6th busiest airport. Here’s a link to my previous post regarding this topic. I would also like to give credit to Statusmonger for telling me about the United Terminal 6 secret.