Triangle Trip

I’m a Delta Gold Medallion member and was running late for a 4:40 flight. I tried to check in via Delta’s mobile site but the site was going through some maintenance since it was over the weekend. I got to JFK at 4:12PM, just missing the kiosk 30 minute check in window. Instead of arguing with a machine, I thought I could just talk to someone at the Medallion desk as I was in Terminal 2.

I met up with an agent at the Medallion desk to explain to her my situation, and the first thing she said to me was: “did you know that you are late.” Then the agent said Delta has given up my seat and the next flight was sold out. I then asked her for a receipt of my original flight so I can get pass security to make the 4:40PM flight as it is parked 90 feet away once I clear security. I also told her I am a Clear member which allows me to skip the security line. Terminal 2 was empty. I may have skipped two people had I used my Clear card.

The agent refused to help until I calmly asked for a supervisor. The agent finally printed me a standby ticket for the 6:50PM flight and the time was 4:25PM. It took me nearly 15 minutes to get an agent to complete a task that takes 2 minutes at most.

I was able to breeze through security and got to the gate at 4:30PM. I went to talk to the gate agent who was calling standby passengers. He quickly gave me a seat and told me to board the plane. Unfortunately it was a middle seat but it saved me a few hours at the airport and having to deal with the standby list. Had the agent at the ticketing desk, I would have had a better seat.

While I was pleading my case with the ticketing agent, I also noticed another agent was telling another passenger the same story on the next counter. That passenger was trying to get a ticket printed for a 4:50PM flight and I believe he was a Gold Medallion as well.

I don’t understand Delta’s Medallion service desk at JFK. Here we have two Gold Medallion members trying to make a flight with a paid ticket and the flight is not full (as I got on). Instead of helping your loyal customers with status board the plane, Delta agents at JFK are looking for ways for the passengers to miss the flight and go on standby for a following flight which causes more work for the gate agents.

As a frequent traveler in and out of JFK using Delta, I have also noticed Delta ticketing agents at JFK likes to argue with passengers. I have seen multiple arguments between ticketing agents and passengers – over sized baggage, confirmation fees, etc. I had a similar experience with Delta’s LAX crew and the were very accommodating – I got to LAX at 12:10PM and boarded a 12:35PM flight without any issues. Delta management needs to take a hard look at its JFK crew and reprimand the staff. I have written letters to Delta customer service about my experience but only got a standard reply. I will escalate this to senior management to ensure action is taken. I urge everyone spend some time to do the same. It is the only way to be heard. We all must keep in mind that there are still choices for air travel. If you fly 50,000 miles a year in this economy with an airline, they should take notice and respect your input.

I just got an email from USAir [US-Scare] telling me that they are bringing back free soft drinks starting March 1, 2009. I was going to write a post blasting US-Scare late last year for charging me $2 for an orange juice that came from a can. I also saw the flight attendant charging another passenger for water. I was on a 5 hour flight (JFK to PHX). Holding your customers hostage on a 5+ hour flight to get another $2 to $4 (some may need two drinks) does not make business sense.

I am not sure who is running marketing at US-Scare but Doug Parker (the CEO) better start to look for a new head of marketing. Fernand Fernandez was the signer of the email but I am sure Fernand reports to another old guy in the industry who needs to be replaced. Emails like “We’re bringing back free drinks” will not work unless drinks mean Glenlivet 25!

Most United Premier members from 2008 who didn’t qualified for 2009 Premier levels probably received an email from United asking for the following:

• $350 to be a Premier Associate (a sellout scheme created by United)
• If you fly 7,000 actual miles within 90 days, UAL will promote you to Premier
• If you fly 15,000 actual miles within 90 days, UAL will promote you to Premier Exec

As a frequent flyer, I believe you can achieve status if you just go about your business. Paying for status is not a best practice. If you read enough of our posts, you will see tons of ways to get status quick and tips to improve your travel experience.

I have the following gripes with UAL’s most recent pitch to pimp out status:

1. Premier Associate is purely a desparation to get more money from passengers. $350 for 90 days is not a good deal. I believe you can get a Premier Associate membership for $400 that can last a calendar year.
2. The latest pitch to extract $350 from 2008 Premier members devalues the Premier status. It is a kick in the face to the 2009 Premier members who have truly earned their status by flying on UAL in 2008. Essentially what UAL is saying is:  15,000 miles + $350 in present terms = flying 50,000 in 2008 which could have been worth $10,000 as you were on the plane at least 25 times at around $400 a ticket.
3. United also tries to sell you seats in the Premier zone when you check-in which is a “sell out” move. Now they are trying to make you pay for “bonus” miles when you check-in to speed up your qualification.

I have over 700,000 actual flight miles on UAL. The recent tactics  implemented by UAL not only devalues everyone’s status, it also makes me ashamed to be affiliated with them.

What’s next for UAL?  … charging me for the floatation cushion on a 1970s aircraft?