TRAVEL HAPPILY, TRAVEL LIGHT
He who would travel happily must travel light. – Saint-Expury
Own only what you can carry with you; know language, know countries, know people. Let your memory be your travel bag. – Solzhenitsyn
These two quotes sum up my formula for travel success: light on bags, light on environmental footprint, heavy on friends – those left behind, those traveled with and those met along the way.
SNAFU revisited - Delta Medallion Qualifying Segments
Tue, Jan 12 2010 01:43
| Permalink
Readers will recall a blog posting that noted Delta's SkyMiles online system SNAFU in that it's showing Medallion (frequent flyer) members a different set of miles and segments than what they've actually flown.
Delta's response to the blog post, in part, reads like a textbook for bad management:
I can assure you we'd like nothing more to have a few things to do and only activate them when they actual worked. Regretfully, this cannot happen and even though the new platform technology is quite awesome, there will be the 'bugs' and 'hiccups' to work out with these growing pain.
Translation: we're too busy to be bothered by our customers, while we work to provide customer service. In other words, too much to do without customers getting in the way . . .
The response went on to say:
At this time our technology team is aware of the problems you describe in your blog, due to the system integration. Regretfully, we do not have a timeline on when the issues you describe will resolved on delta.com. We have been advised the fixes probably will not happen until after the merger is complete sometime early in 2010. However, please know that your feedback will be forwarded to the technology team.
This response misses the issue, since I'd been told before writing the initial posting, that the tech team was fully aware but that management had not committed the resources to fix an issue that's been in place for well over two months now.
For me, personally, it's not worth flying an airline that had a perfectly good system prior to integration - and even had a good system for a month after the integration started - but that can't seem to understand that customer comfort extends to not having to frequently check up on the airline's performance and accuracy after EVERY SINGLE FLIGHT.
Until the time that I hear it's resolved, I've begun booking flights on another airline. Given the uncertainty on Delta's part, maybe I'll make the same level of status with the other airline before Delta resolves this unacceptable issue.
Delta's response to the blog post, in part, reads like a textbook for bad management:
I can assure you we'd like nothing more to have a few things to do and only activate them when they actual worked. Regretfully, this cannot happen and even though the new platform technology is quite awesome, there will be the 'bugs' and 'hiccups' to work out with these growing pain.
Translation: we're too busy to be bothered by our customers, while we work to provide customer service. In other words, too much to do without customers getting in the way . . .
The response went on to say:
At this time our technology team is aware of the problems you describe in your blog, due to the system integration. Regretfully, we do not have a timeline on when the issues you describe will resolved on delta.com. We have been advised the fixes probably will not happen until after the merger is complete sometime early in 2010. However, please know that your feedback will be forwarded to the technology team.
This response misses the issue, since I'd been told before writing the initial posting, that the tech team was fully aware but that management had not committed the resources to fix an issue that's been in place for well over two months now.
For me, personally, it's not worth flying an airline that had a perfectly good system prior to integration - and even had a good system for a month after the integration started - but that can't seem to understand that customer comfort extends to not having to frequently check up on the airline's performance and accuracy after EVERY SINGLE FLIGHT.
Until the time that I hear it's resolved, I've begun booking flights on another airline. Given the uncertainty on Delta's part, maybe I'll make the same level of status with the other airline before Delta resolves this unacceptable issue.
Comments (1)
SNAFU - Delta Medallion Qualifying Segments
Tue, Dec 22 2009 08:08
| Platinum, MQ segments, Flyer, Delta, snafu, MQM segments, Medallion, Frequent, MQM, mediallion qualifying, frequent flyer
| Permalink
[Update: apparently the word is out that Delta's activity information is errant. Must be that the Skymiles retrieval system is also hosed, since each representative I talked to called me by a different first and last name, so I had to give my account number to each rep. Was funny for the first two, but after three separate names, it made me wonder what's happening to the "new" Delta.]
[Update 2, January 2010: Apparently Delta is willing to put technology into place that doesn't fully work. See follow-on blog post for more details]
For those of us who don't live at a major Delta hub (Atlanta, Cincy, JFK, Salt Lake City, etc) one fact of life is the need to fly through a hub to get to another location.
For instance, if I want to fly from Asheville, NC, to New York's Laguardia (LGA), I either have to fly through Atlanta or Cincinnati. This means one short hop (typically less than 500 miles) and one longer leg (typically longer than 500 miles) for a total of two legs or segments.
The downside is a significant amount of flying in small planes that act as feeders to larger planes.
The upside is that Delta's Medallion status can be achieved by segments, rather than just by miles. Called MQM segments or MQ segments, the allow someone living at a smaller airport has the chance to achieve a Medallion status equal to those who might fly direct flights from a hub city.
There was a controversy a few years ago when Delta scrapped segments and only used miles for Medallion qualification, and the company admirably came around when it realized it was losing customers in smaller cities to competitors, adding the MQM segments and MQM miles to the mix.
Now, however, Delta's completely hosed its Delta.com online activity viewing. This problem occurred about three weeks ago, more than a month after Delta and Northwest merged their frequent flyer accounts.
The problem started when Delta added a column that is called MQ Segments Earned. It was compounded when Delta chose to combine segments together for the feeder and long-haul flights.
The end result is a snafu that's eliminating the ability for the frequent flyer to view his or her flights and segments. Here's an example:
This example is from November, where four flights were taking - two short hop and two long hauls - with the 500 mile MQMs (Medallion Qualifying Miles) being listed correctly, but the segments showing as zero. Is Delta doing away with MQM segments?
To add confusion to the mix, it is no longer possible to view each flight segment. Dropping down into the monthly view, here are the flights that match the miles for the first two flights:
Notice that it shows TWO flight segments departing SFO on back-to-back days (not impossible but highly unlikely) and are differing lengths (500 and 2139 miles, respectively). In reality, one flight left SFO on the 19th and flew for 2139 miles to Atlanta, arriving on the 20th; the second flight left Atlanta on the 20th of November and arrived at TRI that same day.
To add even more confusion, the most recent issue is a retroactive combining of flights under a single flight number. Here's an example from October:
Notice the repeat of "air activity" between Midway and Richmond with two separate mileages (500 and 590 miles) but a single flight number (Delta Flight 1044). What isn't listed is Delta 1711, which is the flight from Midway to Atlanta, which then changes to Delta 1044, from Atlanta to Richmond.
Confused? You should be, since most frequently fliers don't have time to send in every single ticket stub for every single flight, nor to call or email after every single flight.
Confusion also reigns for Delta representatives, including those at the web assistance desk. The most frequent response I got when talking to five representatives from the Medallion, Skymiles and Web desks was:
"Hmm, it must be that you stopped at an airport along the route of your trip."
This means it's up to the frequent flyer to explain what's happened, without the benefit of flight numbers (unless someone remembers to keep their ticket stubs for almost multiple months).
It also means that Delta's got a real issue on its hands at the end of the year, especially for those of us who may be close to gaining another level of Medallion status but don't have the time to go back through every single one of our flights for the year to confirm mileage/segments.
Management at Delta.com was not available for comment, even after repeated requests, and those I spoke to continued to say they have made repeated requests to have this addressed yet have received no timeframe for a fix.
One knowledgeable representative did say that over 4,000 emails have been received by those who are requesting confirmation of their yearly flights / status levels. Makes one wonder if it would be easier to move to another airline than have to constantly babysit an errant frequent flier activity account.
[Update 2, January 2010: Apparently Delta is willing to put technology into place that doesn't fully work. See follow-on blog post for more details]
For those of us who don't live at a major Delta hub (Atlanta, Cincy, JFK, Salt Lake City, etc) one fact of life is the need to fly through a hub to get to another location.
For instance, if I want to fly from Asheville, NC, to New York's Laguardia (LGA), I either have to fly through Atlanta or Cincinnati. This means one short hop (typically less than 500 miles) and one longer leg (typically longer than 500 miles) for a total of two legs or segments.
The downside is a significant amount of flying in small planes that act as feeders to larger planes.
The upside is that Delta's Medallion status can be achieved by segments, rather than just by miles. Called MQM segments or MQ segments, the allow someone living at a smaller airport has the chance to achieve a Medallion status equal to those who might fly direct flights from a hub city.
There was a controversy a few years ago when Delta scrapped segments and only used miles for Medallion qualification, and the company admirably came around when it realized it was losing customers in smaller cities to competitors, adding the MQM segments and MQM miles to the mix.
Now, however, Delta's completely hosed its Delta.com online activity viewing. This problem occurred about three weeks ago, more than a month after Delta and Northwest merged their frequent flyer accounts.
The problem started when Delta added a column that is called MQ Segments Earned. It was compounded when Delta chose to combine segments together for the feeder and long-haul flights.
The end result is a snafu that's eliminating the ability for the frequent flyer to view his or her flights and segments. Here's an example:
This example is from November, where four flights were taking - two short hop and two long hauls - with the 500 mile MQMs (Medallion Qualifying Miles) being listed correctly, but the segments showing as zero. Is Delta doing away with MQM segments?
To add confusion to the mix, it is no longer possible to view each flight segment. Dropping down into the monthly view, here are the flights that match the miles for the first two flights:
Notice that it shows TWO flight segments departing SFO on back-to-back days (not impossible but highly unlikely) and are differing lengths (500 and 2139 miles, respectively). In reality, one flight left SFO on the 19th and flew for 2139 miles to Atlanta, arriving on the 20th; the second flight left Atlanta on the 20th of November and arrived at TRI that same day.
To add even more confusion, the most recent issue is a retroactive combining of flights under a single flight number. Here's an example from October:
Notice the repeat of "air activity" between Midway and Richmond with two separate mileages (500 and 590 miles) but a single flight number (Delta Flight 1044). What isn't listed is Delta 1711, which is the flight from Midway to Atlanta, which then changes to Delta 1044, from Atlanta to Richmond.
Confused? You should be, since most frequently fliers don't have time to send in every single ticket stub for every single flight, nor to call or email after every single flight.
Confusion also reigns for Delta representatives, including those at the web assistance desk. The most frequent response I got when talking to five representatives from the Medallion, Skymiles and Web desks was:
"Hmm, it must be that you stopped at an airport along the route of your trip."
This means it's up to the frequent flyer to explain what's happened, without the benefit of flight numbers (unless someone remembers to keep their ticket stubs for almost multiple months).
It also means that Delta's got a real issue on its hands at the end of the year, especially for those of us who may be close to gaining another level of Medallion status but don't have the time to go back through every single one of our flights for the year to confirm mileage/segments.
Management at Delta.com was not available for comment, even after repeated requests, and those I spoke to continued to say they have made repeated requests to have this addressed yet have received no timeframe for a fix.
One knowledgeable representative did say that over 4,000 emails have been received by those who are requesting confirmation of their yearly flights / status levels. Makes one wonder if it would be easier to move to another airline than have to constantly babysit an errant frequent flier activity account.
SNAFU - Delta credit only meals
Mon, Nov 9 2009 01:40
| Platinum, dumb idea, Delta, credit, Domestic, snafu, cash, Medallion, Northwest
| Permalink
Remember when airlines cut out meals on flights on short-hauls, followed by long-haul domestic flights?
Imagine what would happen if you weren't able to eat on a flight, even if you had low blood sugar, for the singular reason that you forgot your credit card. . . .
Imagine what would happen if you weren't able to eat on a flight, even if you had low blood sugar, for the singular reason that you forgot your credit card. . . .
Delta's decided to do away with cash on all domestic and select international routes (including Mexico, Canada and the Bahamas). So if you don't have a credit card, or if your credit card is declined, you won't eat.
The idea sounds good, but the practicality is somewhat different. Let me use an example from my own recent experience.
I fly Delta. I fly Delta frequently.
I fly Delta frequently enough that I'm what they consider a Platinum Medallion, which means that I'm in a position to often get upgraded to First Class on most coast-to-coat domestic flights.
Yet, in this particular instance, I would have been subjected to the inability to eat from LAX to ATL, at least a four-hour flight.
I ended up in LA without my credit cards, but didn't notice it until I landed on my flight from Atlanta, mainly because I was bumped to First Class and didn't have to reach for my non-existent wallet to buy a meal.
After being on the ground for three days, two of those over a weekend, I was unable to get a replacement credit card before my return flight. I also needed to subsist on what I had in my pocket, until Monday morning, when I could visit a bank branch and verify my identity (with my passport, of all things).
The return flight from LA to Atlanta was full enough that I didn't end up in First Class, so I had to use the last $8 in my pocket to buy food on the plane (I'd withdrawn what the bank would let me, but had to pay for a hotel, etc.)
If that event had taken place anytime after December 1, 2009, I would not be able to even buy a meal.
That would not have been acceptable for reasons of both well-being and health.
Think, Delta, think! Do you want to lose frequent fliers just because you choose to disengage from cold hard cash?
The idea sounds good, but the practicality is somewhat different. Let me use an example from my own recent experience.
I fly Delta. I fly Delta frequently.
I fly Delta frequently enough that I'm what they consider a Platinum Medallion, which means that I'm in a position to often get upgraded to First Class on most coast-to-coat domestic flights.
Yet, in this particular instance, I would have been subjected to the inability to eat from LAX to ATL, at least a four-hour flight.
I ended up in LA without my credit cards, but didn't notice it until I landed on my flight from Atlanta, mainly because I was bumped to First Class and didn't have to reach for my non-existent wallet to buy a meal.
After being on the ground for three days, two of those over a weekend, I was unable to get a replacement credit card before my return flight. I also needed to subsist on what I had in my pocket, until Monday morning, when I could visit a bank branch and verify my identity (with my passport, of all things).
The return flight from LA to Atlanta was full enough that I didn't end up in First Class, so I had to use the last $8 in my pocket to buy food on the plane (I'd withdrawn what the bank would let me, but had to pay for a hotel, etc.)
If that event had taken place anytime after December 1, 2009, I would not be able to even buy a meal.
That would not have been acceptable for reasons of both well-being and health.
Think, Delta, think! Do you want to lose frequent fliers just because you choose to disengage from cold hard cash?
Tip 27 - Delta Airlines power outlets
For those who travel frequently, encumbered with significant amounts of electronic equipment, the term road warrior might better be termed seeker of power - as in power outlets. The odyssey is often circituous, and even in locations that having power makes sense, it's often hard to come by.
One welcome addition, for my travels at least, is the availability of power outlets at some seats on Delta flights.
For domestic US Delta flights, which I often get upgraded on, the addition of 110 power outlets is a welcome benefit. For Delta, this means flights on select Boeing 737, 747, 757, 767 and 777 planes.
On Northwest, the almost-subsumed airline carrier that Delta is merging with to create a single operating entity (SOE) that will be called Delta, the Airbus and Boeing 747 planes have outlets.
There are two annoyances with this wonderful addition.
First, while a few of the Delta planes have power outlets in particular coach class locations, at least according to Delta Sky magazine (deltaskymag.com), the location of these seems to be a well-kept secret that's not shown at the time of the seat-selection when booking online (delta.com).
Especially for those of us who fly frequently, including international flights where we no longer get bumped to Business Elite (the seats formerly known as First Class), the ability to choose a coach seat for a 6-8 hour flight that had a power outlet would be ideal and a great start to an overseas trip (imagine charging your laptop before you land rather than having to find a power outlet in a foreign airport).
Second, perhaps more disturbing for a feature that may entice some flyers choose Delta over another carrier, is the inconsistency with which the power outlets work. On the last two domestic flights, in first class, my power outlet hasn't worked, even though my seatmate's power outlet was working.
In the first instance, a flight from ATL to SFO on a 757, my question to the flight attendant about the failed power outlet led to a rebooting of the power system, which then caused everyone's outlets to stop working for the remainder of the flight. For the record, as much as I needed to work on the flight, I would not have made the request, had I known it would knock out the entire power outlet system.
In the second instance, on the flight I am currently on, the outlet at my seat also does not work, but my seatmate's does, and she - having nothing to charge - was gracious enough to let me use her outlet after the flight attendant first tried a reboot on the system. I don't know if that reboot (pushing a green button in the front of the cabin) jolted my seatmate's power outlet to life, as I had not tested hers beforehand, but I know it had no effect on the power outlet at my seat.
My suggestion, then, is to enquire with an agent on the phone (after booking your ticket online to save the booking fee) regarding the location of power outlets on the flight so that you can select a coach class seat and still have power close by, even if you don't get upgraded.
The secondary tip is to always treat your seatmate with respect, as you'll never know when you'll need a power up.
Delta, please fix the two annoyances, since this really is a great feature that entices flyers to remain with Delta.
One welcome addition, for my travels at least, is the availability of power outlets at some seats on Delta flights.
For domestic US Delta flights, which I often get upgraded on, the addition of 110 power outlets is a welcome benefit. For Delta, this means flights on select Boeing 737, 747, 757, 767 and 777 planes.
On Northwest, the almost-subsumed airline carrier that Delta is merging with to create a single operating entity (SOE) that will be called Delta, the Airbus and Boeing 747 planes have outlets.
There are two annoyances with this wonderful addition.
First, while a few of the Delta planes have power outlets in particular coach class locations, at least according to Delta Sky magazine (deltaskymag.com), the location of these seems to be a well-kept secret that's not shown at the time of the seat-selection when booking online (delta.com).
Especially for those of us who fly frequently, including international flights where we no longer get bumped to Business Elite (the seats formerly known as First Class), the ability to choose a coach seat for a 6-8 hour flight that had a power outlet would be ideal and a great start to an overseas trip (imagine charging your laptop before you land rather than having to find a power outlet in a foreign airport).
Second, perhaps more disturbing for a feature that may entice some flyers choose Delta over another carrier, is the inconsistency with which the power outlets work. On the last two domestic flights, in first class, my power outlet hasn't worked, even though my seatmate's power outlet was working.
In the first instance, a flight from ATL to SFO on a 757, my question to the flight attendant about the failed power outlet led to a rebooting of the power system, which then caused everyone's outlets to stop working for the remainder of the flight. For the record, as much as I needed to work on the flight, I would not have made the request, had I known it would knock out the entire power outlet system.
In the second instance, on the flight I am currently on, the outlet at my seat also does not work, but my seatmate's does, and she - having nothing to charge - was gracious enough to let me use her outlet after the flight attendant first tried a reboot on the system. I don't know if that reboot (pushing a green button in the front of the cabin) jolted my seatmate's power outlet to life, as I had not tested hers beforehand, but I know it had no effect on the power outlet at my seat.
My suggestion, then, is to enquire with an agent on the phone (after booking your ticket online to save the booking fee) regarding the location of power outlets on the flight so that you can select a coach class seat and still have power close by, even if you don't get upgraded.
The secondary tip is to always treat your seatmate with respect, as you'll never know when you'll need a power up.
Delta, please fix the two annoyances, since this really is a great feature that entices flyers to remain with Delta.
Tip 26 - WiFi and Loyalty Programs
Sun, Oct 18 2009 08:55
| Permalink
Mentioned in a previous post that Sheraton and Microsoft's joint partnership in Link@Sheraton is a great model, where computers, printers and WiFi are available in Sheraton lobbies.
Some Shearatons make their access widely available for anyone while others, like the Sheraton hotel at CDG, have it locked down with password protection.
Those in the loyalty program, Starwood Preferred Guest (SPG), can enter their loyalty program number and receive complimentary access.
If you don't have an SPG number, no worries: Sheraton makes it easy to sign up for SPG at the WiFi log-in page.
Clever concept and clever marketing.
iPhoned
Some Shearatons make their access widely available for anyone while others, like the Sheraton hotel at CDG, have it locked down with password protection.
Those in the loyalty program, Starwood Preferred Guest (SPG), can enter their loyalty program number and receive complimentary access.
If you don't have an SPG number, no worries: Sheraton makes it easy to sign up for SPG at the WiFi log-in page.
Clever concept and clever marketing.
iPhoned
Tip 25 - Paris RER payments
Sat, Oct 17 2009 06:05
| Permalink
Like the London Tube, the Paris RER regional trains no longer accept US Visa cards - debit or credit - unless they have the Chip + Pin (chip-pin uses a chip on the front of the card as a way to partially "dip" the card without putting the card all the way in to a machine).
In addition, the RER machines at Gare du Nord also only accept Euro coins up to 2 euros, so paper money is no help.
Since I only had a Visa debit and a fiver with Euro 3,65 in coin for a Euro 8,50 toll, I was hosed after arriving at 11:47 PM on the Eurostar for a midnight train.
So I did something I never do - took the offer of someone in the station to use their French card. Couldn't tell if it was someone who worked for the RER or SCNF, nor if he often gets a Euro 10 note and doesn't make change, but I would certainly have given him one if I had it.
Stock up on Euro coins for your next trip; even if you can't exchange them, they may come in handy, especially if you see someone like me looking desperate.
iPhoned
Tip 24 - London Tube payment types
Sat, Oct 17 2009 06:05
| Permalink
The London Tube payment system updates mean the Underground ticket system no longer accepts US Visa cards - debit or credit - unless they have the Chip + Pin (chip-pin uses a chip on the front of the card as a way to partially "dip" the card without putting the card all the way in to a machine).
Go to the wide, large ticket machines (typically in the center or at the end of a bank of machines) if you have bank notes or want to receive change for your pound or two-pound coins.
If you have coins and don't mind not receiving change, there is often one other machine in the bank of ticket machines keyed to this option.
iPhoned
Comments (1)
When in London, oops, no changes
Sat, Oct 17 2009 11:17
| Permalink
All Eurostar trains are delayed this evening from London to Paris, the famed Chunnel Eurostar route.
This is due to, I was told upon check-in, "a death on the line" that will delay the train before mine for probably another hour, as well as mine, the last one of the night.
The reason is understandable: the police need to do their work, and it's uncertain whether the fatality occurred inside a Eurostar train or on the tracks. May the deceased rest in peace.
What isn't understandable is the inflexibility of the system to accommodate changes in schedules, when the delay rests clearly on Eurostar, pointing up one very important difference between the airline and train industries.
With airplanes, if the event is unforseen and it is known a flight will be delayed, a passenger is allowed to change to a less delayed (earlier) flights if seats are available.
On the Eurostar between London and all points South, this is not an option. When I asked about changing to the earlier, less-delayed train, I was told it was not possible. When I asked about seats being available, I was told they were but that a non-refundable ticket meant no changes could be made to the reservation.
"Even if the delay is due to this unforseen circumstance," the check-in attendant told me, clearly surprised at the question, "we can not change the ticket. If one person changed to the earlier train, everyone would want to change."
That might be true, but one is certain that not everyone would ask; that's what the airlines get - and apparently Eurostar does not.
For Eurostar, it is apparently better for me to arrive very late in Paris, beyond the time at which my connecting train departs (it leaves at 12:15 AM) and stay the night in the Gare du Nord train station, rather than allow the option of being put on an earlier train.
Guess this is my last Chunnel ride for some time, until this issue is resolved.
iPhoned
Tip 23 - Inexpensive Hotels
Rotterdam
Thu, Sep 17 2009 04:15
| Permalink
So now I know why the Big Chemical Company in my adopted hometown likes its European headquarters city so much.
Unlike Amsterdam, which led the way as the main port of entry prior to industrial times, Rotterdam took the lead in mechanization - and paid dearly for it during World War II.
Despite its proximity to Den Haag (The Hague), Rotterdam's historical district seemed never to recover, even though building of industrial warehouses seems to have thrived.
The small central district, tiny and decrepit, seems now to be undergoing additional "enhancement" in the form of demolition.
Amsterdam, passed over in the mechanization race, also was spared in the bombings, perhaps because it offered wares of another kind.
Both have reaped what they've sown, with Amsterdam being the tourist destination and Rotterdam the factory and industry capital of the Netherlands. Never thought I'd say it, but give me Amsterdam - or tell me what I missed in Rotterdam!
Added bonus: UNESCO Center for Water Education. Don't think the portable urinal on the street in front of it is the type of education they have in mind.
Unlike Amsterdam, which led the way as the main port of entry prior to industrial times, Rotterdam took the lead in mechanization - and paid dearly for it during World War II.
Despite its proximity to Den Haag (The Hague), Rotterdam's historical district seemed never to recover, even though building of industrial warehouses seems to have thrived.
The small central district, tiny and decrepit, seems now to be undergoing additional "enhancement" in the form of demolition.
Amsterdam, passed over in the mechanization race, also was spared in the bombings, perhaps because it offered wares of another kind.
Both have reaped what they've sown, with Amsterdam being the tourist destination and Rotterdam the factory and industry capital of the Netherlands. Never thought I'd say it, but give me Amsterdam - or tell me what I missed in Rotterdam!
Added bonus: UNESCO Center for Water Education. Don't think the portable urinal on the street in front of it is the type of education they have in mind.
