Even though I’m not traveling as much as I used to, I still stay on top of the travel industry and business travel topics by subscribing to several RSS feeds that I have found useful.  This month I came across an article on CNN that reminded me of a practice that I recommend for layovers in interesting but unfamiliar destinations.

Http://www.cnn.com/2012/04/30/travel/business-travel-tour-guides/index.html

If you have the time and the cash to spare, hiring a private guide to help you maximize your available time in your destination is a wise investment.  I’ve done this several times for differing reasons, and I have always felt like I got my money’s worth.

Tour Guide as Direct Support for Your Business Objective

During a business trip for my as-yet incomplete travel guide to Hong Kong, I hired a hotel car to drive me.  I needed to photograph specific locations and landmarks without the fuss of having to drive on the left side of the road or find parking for what would ultimately be a 3-5 minute stop.  I very carefully created a list of locations, stopping points, and estimate durations that I could give to my driver so that we would make the most of the 3 hours for which I was willing to pay.

On that trip I was staying at the Grand Hyatt, so hotel cars and drivers were a bit pricey, but considering that I had the opportunity to take stock photos from which I would ultimately profit, I felt it was a good use of my business funds.  Through careful planning, we were able to visit about 20 destinations in 3 hours, and I took over 300 photographs during that time.  That’s an average of 8.5 minutes per stop, which was all I needed.

The driver dropped me off, I ran to the location, snapped photos from a variety of angles, and then I ran back to the prearranged pickup spot (usually where I got out).  It worked out beautifully.  I think the driver was surprised that we got through the entire list!

Free Time During a Business Trip

The first time I hired a private guide for a trip during my free time was during a 5-day visit to Brisbane (Queensland), Australia.  I was working for Microsoft at the time, and I had a 3-day layover between conferences.  I found out that I was relatively close to the Coogi store in Surfer’s Paradise on the Australian Gold Coast, but I knew that I would not be comfortable trying to drive there to pick up the specific sweaters I wanted to buy for McAlister and myself.  Driving on the left side of the road is a skill I have not yet had time to develop.

The hotel recommended a private guide named John, but I found out that his minimum tour time was 5 hours.  I explained that my ultimate destination was the Coogi store, but that I was open to seeing other sites in and around Brisbane.

My experience with this guide is what I think most business travelers fear they might have to endure if they hire a private guide.  I learned more about Brisbane in those 5 hours than I ever expected to know.  Some of the information was fascinating, some of it less so.  I think John was unaccustomed to having only one person to talk to, and felt that he had to talk the entire time, but he was diligent and accommodating, and I didn’t mind him sharing everything he knew.

I do agree with the CNN author though about the value of using a private guide for free time adventures.  Like some of the people the author quoted, I also mostly travel by myself, so getting photos of take of me in these locations is tricky.  I am never comfortable handing my 4-pound professional camera to a total stranger who can probably run faster than I can!  So having John there to take a photo of me with my toes in the water on a beautiful Australian beach was a real plus.

John also took me to a kangaroo farm where I got to pet a kangaroo and wave at a wombat (http://en.wikipedia.org/wiki/Wombat). I could have also held and been photographed with a koala, but all I could think about was it sinking its razor-sharp teeth into my arm, so I passed on that idea.  So I have these memories (and photos and sweaters) to treasure, all of which would have been missed had I not spent the money and time on a private guide.

Mixing Business with Vacation Time

When I was considering Asian destinations for my first round of travel guides, I visited Bangkok on one of my around-the-world trips.  I stayed at a hotel near the airport, but asked for a private tour guide to take me into the city.  I have never been to Bangkok nor did I feel comfortable trying to get around on my own, so having a driver was ideal.  I wanted to take photos of and visit specific locations in and around Bangkok, so as with the Hong Kong trip, I made a list of destinations and planned our route.

My visit to Bangkok was in late August.  Normally I tried to put trips to Asia into September or October when the weather was a little cooler, but this was going to be my only opportunity to decide whether to write about the city, so I went for it.  Having the driver then turned out to be an extra benefit, because the heat and humidity was more than I could bear.

We made all of our stops, but every time I got back into the car, the driver handed me a COLD, wet, hand towel which I pressed to my forehead and neck.  I have very pale, sensitive skin, so because my face was flushed from the heat, I think the driver thought I might keel over!  I can’t tell you how wonderful it felt to have that respite, along with the bottles of water he kept feeding me.

We rounded out the trip with a visit to the Bangkok equivalent of a duty-free store (or so I was told — I got the invoice about 6 weeks later!).  There I purchased a beautiful hand-woven Persian-style rug that still graces my family room, along with a woven cashmere shawl and some other treasures.  I suspect that the driver got a commission for taking me to that specific store, but I didn’t mind.  He deserved it for keeping me cool and comfortable in Bangkok.

Tell Me About Your Experiences with Private Tour Guides

Have you ever hired a private guide on a business trip?  Leave a comment below about your experience with private tour guides on business trips.

My New Year got off to a wonderful start; January 1st was uncharacteristically quiet and relaxing for me.  January 2nd, however, was a nightmare.  I woke up to discover that my bank account had been emptied by fraud.  The day before I had been in a hurry, so I used my debit card to purchase a small piece of software from a reasonably reputable vendor through a third-party card processor and BANG, someone went to Amazon.com and started buying everything they could find.  January 2nd was a Monday holiday in the USA; my bank was closed.

God bless Amazon.com!  THEY notified me and immediately canceled the transactions AND refunded the money within hours, even before I could notify my bank.  But let me tell you, that experience really shook me.

So hearing about the possibility of millions of credit and debit cards being at risk from a third-party with less-than-stellar security made me think that it was time to share my pain AND my solution to it with you.

Http://www.huffingtonpost.com/2012/03/30/mastercard-security-breach_n_1391670.html

Gotta Love My Debit Card

I was raised in a cash-only family.  When I got married (oh so long ago) my parents had trouble getting everyone to the church the day of my wedding because we didn’t have enough cars to transport everyone, and Mom and Dad did not have a VISA card they could use to rent a car.  They later got a VISA card, but I doubt they ever used it, let alone keep any kind of balance on it.

Mom and Dad would be proud of me: I’ve returned to a cash-like existence (not easy these days), so the debit card’s the thing.  But I purchase things online all the time, especially software for clients for whom I am building a website.  Needless to say, I had to come up with another solution.

Prepaid Travel Cards

Back in 2004-2006 I was using an American Express prepaid travel card in lieu of travelers checks, and getting used to how those cards worked overseas.  Most of the time it wasn’t a problem getting cash or reloading a card, and it was nice to have the card to pay for meals and incidentals.  Eventually AmEx suspended the program (to my dismay) and for a while they didn’t have any prepaid cards.

I then turned to the Automobile Association of America (AAA) and purchased one of their VISA TravelMoney prepaid cards which I bought at the local office for US$4.95. Prepaid cards can be used for in- person purchases but not online, because your name is not printed on those cards.

I had to load the card either with a swipe of my business debit card or with cash.  That’s fine if you’re not in a hurry and not far away from an AAA office (like being out of the country).  At least I could check my balance online and print transaction records for bookkeeping purposes.  I still have the card; in fact I bought a second one when the first one expired.

So using a card like this for business purchases was not going to work.  I needed a card I could use at an ATM if necessary, online for sure, and reloadable with a minimum of hassle.

Prepaid American Express Cards

I just checked and found that AmEx has a prepaid card with the American Express name on it.  These cards are similar to prepaid travel cards, but it’s possible to have a card issued with your name on it so that its usable online.

Http://www.americanexpress.com then click on Cards, then Prepaid Cards, then View All Prepaid Cards

You can purchase the temporary card from “participating retailers” (right now that appears to be Office Depot), register the card, and order a permanent card.  The permanent card has your name on it, can be used online, and comes with travel benefits, etc. such as American Express is known to provide.  They allow 1 free ATM withdrawal per month, then charge you US$2.00 each in addition to whatever fees the ATM charges.

There is no finial minimum load amount, but the reload minimum is US$25.00. The maximum you can load is US$2,500.  According to their FAQ, you can reload your card online or by phone, from a bank account or with cash.  American Express also has prepaid cards you can purchase and give to anyone over age 18.

VISA Prepaid Debit Cards

The solution I chose for now is a VISA Prepaid Debit Card.  After quite a bit of searching and sifting through programs that had fees for everything, I found a program through a local credit union that has a US$3.00 monthly fee, but pretty much everything else is no-cost.  The credit union itself doesn’t administer the program, a national bank does.

The program was ostensibly designed to help people without bank accounts or those who wanted some kind of prepaid arrangement, so the literature is oriented towards 2 methods of loading the card: walk in with cash and stand in a special line to reload the card (you can’t even use the drive-through window — bummer!), or have your employer set up direct deposit of your paycheck.  Despite repeated offers to open a checking account instead, I insisted on the prepaid card, which they gave me.  I found out that after 4 deposits of any size, I would be automatically issued a card with my name on it, which is what I wanted.

What I discovered with a little experimentation is that this debit card, although not tied to a checking account, DOES have an ABA routing number and bank account number.  So it’s possible to do an Automated Clearing House (ACH) transfer directly to that account and have the funds show up in the account.  (You can confirm the transfer online).  I made two small deposits, then tried to set up a transfer connection from PayPal, which made the other 2 small deposits.  Within 2 weeks, I had my card.

I’ve transferred funds from PayPal and from my business account (one- way) and had the money show up in 2 business days.  As it happens, the local bank branch for this program is right across the driveway from my business bank, so if I AM in a hurry, it’s no problem to drop by and plunk down cash withdrawn from my business bank.

Whether you use a prepaid card for business only, or travel only, or some of each, it’s a good option to control spending, separate out funds for specific purposes, and keep your debit cards OFF the Internet.  I recommend setting one up even if you don’t think you’re going to need one; you never know!

Last month I reviewed 6 hotel booking apps for the iPhone (and other platforms) and talked about how user-friendly they are (or not).  This month I’m reviewing airline booking apps that are tied to major airline websites whose names you’ll recognize.  My interest is in how easy it is to access airline information while on the go as a business traveler.

I don’t necessarily think you’ll change the airline you fly based on the user-friendliness of their mobile app.  But if you read here about a feature that is not available on the airline app of YOUR choice, you can post feedback about the app on the app marketplace for your device, and encourage the app developers to “get with the program.”

I have selected 9 airline apps for the iPhone, and my assessments of them are below.  Besides the obvious uses for check-in and booking flights, I’m envisioning you running down the concourse while thumb- tapping your device, to find out whether you have any chance of making your connection.  In that scenario, it better not take more than a few taps to get the answer!

Air France

Opening Screen: has two sections, Manage My Flights, including check- in, flight status, and bookings; and Prepare a Trip, including Book Flight, Contact Us, Flight Schedules and a link to Flying Blue, their frequent flyer program.

Checking flight status by flight number requires only a few taps, and you could probably do that while walking.  If you don’t know your flight number but you know the Airport code, finding it can also be done single-handed while dragging a bag.  The app displays a list of cities, but if you type the code, it will also narrow the list so you can make your selection.

The rest of the interface is pretty easy to use.  I have large hands (years of piano lessons) so I’m always struggling with tiny buttons.  These buttons are big enough to be quick to use.

Alaska Air

Opening Screen: The first thing you’re offered is a login box with two buttons: Sign In and Not Now.  I don’t have an Alaska Air account, so I chose Not Now, which brought me to the next screen.  There are 3 big buttons: Reserved/Track Flights, My Account, and Contact Alaska Airlines.

Choosing Reserved/Track Flight brings up Schedules and Tracking, and Existing Reservation.  Tapping Schedules and Tracking gives me large buttons to choose the departure city and the arrival city.  I tapped in the airport codes and the app immediately filtered out all but the correct location.  I’m pleased with the ease of use once you get to the screen, but not how many taps it takes to get there.

American Airline

Opening Screen: I saw 6 buttons right away, but they were blocked by the login screen.  Tapping below the login screen made it switch to another screen; tapping the Back button got me to the first 6 choices: View Reservation and Check In; Check Flight Schedules; Check Flight Status; Book Flights; Aadvantage Enrollment; and Play AA Sodoku.

There is a row of icons across the bottom: Home, My Flights, My Account, Flight Status, and More.  I tapped the Flight Status icon and was offered a chance to check status by Airport, Flight, and Departure Date/time.  Exiting the application and starting it again brought up the first six choices and 5 icons, so it’s mostly 2 taps to get to flight status — very good.

Air Canada

The first screen I was offered had 3 buttons: Introducing Mobile Booking, with a subsequent choice to Tell Me More or Go To App.  I chose the latter.  The next screen had three choices: Air Canada, Air Canada Cargo, and Air Canada Vacations.  I chose the first one.

The app told me I didn’t have any flights added, and that this was the place to do so.  Across the bottom of the app were “My Flights” (the current screen), Book Flight, Check In, Find Flight, and More.  Tapping Find Flight brought up the search feature by Flight Number, City, and Booking Reference.  Exiting the app and restarting it brought me to the My Flights screen, so with 2 taps I can get to flight information.

British Airways

The opening screen had two choices: Executive Club members could log in to see their bookings.  The other selection, All Customers, could find their next booking.  Icons across the bottom were Book Flight, My Flights, My Home (current screen), Flight Info, and More.  Again, just 2 taps to get to Flight Information, with the options to search by route, flight, or airport.  A fourth selection, Search Timetables let me look at flights for a city pair with departure and return dates.  It’s a quick way to search flights without immediately committing to booking, which I appreciate.

Fly Delta

Delta immediately asked for permission to push notifications to my phone.  Since I am only testing, I declined.  The next screen was the SkyMiles login screen, but above it I could tap Continue as Guest, which I did.  I was then offered 5 choices: Find My Trip, Check Flight Status, See Flight Schedules, Track My Bags, and Traveling With Us.  Three more icons across the bottom provided Settings, Log In, and Contact options.

Tapping Check Flight Status provided the search feature by Flight Number, leaving Today (as the default).  It’s the most compact of the search buttons I’ve found.

It’s nice that Delta offers a “Track My Bag” feature, but it makes me wonder how often they lose bags if they felt the need to offer this as an option.  Feedback on their track record, anyone?

Jet Blue

The first screen I saw on Jet blue also requested the permission to push notifications to my phone.  Next it asked to use my GPS location.  I declined both because I was just testing their app.  Next the home screen had a large area inviting me to sign in or join their mileage program, TrueBlue, with smaller areas to tap for My Trips, Book a Flight, Flight Status, and Notifications.

I tapped Flight Status, and was offered a place to search by City or by Flight.  I also noticed a section for “Flight’s I’m Watching.”  To test this, I went to my laptop and found an actual flight I could search for, then tapped that into my iPhone.  It found the flight and offered me two choices: Receive Notifications, or Save to My Watchlist.  I chose the latter, then went back to the home screen and tapped Flight Status.  Sure enough the flight I had selected was now listed in the Flights I’m Watching area at the bottom of the screen.  I tapped that flight, and it updated the flight status for me and displayed it on the next screen.  I like this feature a lot, because then I imagine I wouldn’t have to keep typing the number in

Lufthansa

Lufthansa’s clever home screen resembled a flight instrument panel, with 3 choices: Timetable, Flight Status, and Check in.  Four more icons across the bottom offered me the Boarding Pass (with QR code), Favourites (British spelling), Settings, and More.

Tapping Flight Status offered me a chance to search by Flight Number, Route, or Airport, and by date.

I tapped the Boarding Pass option, and it informed me that no boarding passes had been loaded.  It offered me instructions on how the storing of mobile boarding passes worked, so I tapped the options.  Apparently, you can having your boarding pass stored during check-in using the mobile app; or you could do so manually if you checked in on your laptop.  Pretty cool!

Singapore Air

The opening screen asked me to agree to Terms and Conditions before showing me any data.  I tapped Yes, then was asked for my country code and phone number.  I went ahead and typed them in even though I wasn’t a member of their frequent flyer program.

The next screen offered me a chance to Book a Flight, Manage My bookings, Check In Services, Retrieve Boarding Pass, KrisFlyer Services, and Flight Schedules.  I tapped Flight Schedules and was told that I would be leaving the SIA application and be transferred to the WAP application.  Choices there were for Flight Schedules, Contacts, About, and Agreement.  I tapped the Flight Schedules link and was finally given a chance to enter the departure and arrival cities and the date.  This app needs a little more work.

Thai Airways

I was immediately asked to allow the use of my GPS location, which I declined.  The first thing I saw after that was a search box for Flight number, so this app wins the prize for getting me to my Flight Search the quickest.  Icons across the bottom included Flight Info (the current screen), Schedule, Passenger, Cargo, and Location.

As an alternative to a flight number the dropdown below the search box let me choose Departure: Domestic, etc, and I could see a list of all the departures from what I am assuming was Bangkok Airport — it didn’t really say.  So some work needed on that interface as well.

United

Last but not least was the airline I fly the most.  In this case I allowed push notifications.  The first screen I saw had choices like Book Flight, Check In, Flight Status, My Account, Airport Maps, and More.  I could also sign in from this screen, check on mobile boarding passes, reservations, and Flight Status Push Notifications.  The buttons were a bit small, but usable still.

Got a favorite travel app for iPhone, Android, or other smart phone?  Use the comment section on this newsletter’s blog post to tell me which apps you like to use.

Happy New Year to you all!  I hope that the year is progressing as you would have to be, including all of the business travel you enjoy.

Having fallen in love with my iPhone at this point, I’ve decided to periodically review groups of iPhone apps that are applicable to business travelers.  My interest in reviewing apps is not just about the deals you’ll find, but how easy the apps are to use.

This month I’m reviewing a hotel booking apps that are tied to major travel websites whose names you’ll recognize.  I was prompted to pursue this idea by a hotel booking advertisement on TV that features two skydivers booking their hotel reservations just after jumping from their plane.  While we get to stay on airplanes until they land, I thought the metaphor of booking one’s hotel room while “flying” through the airport to grab a cab was appropriate.  Can I thumb-tap my way through the booking app while dragging my bags to the taxi stand?

The apps I have chosen to review are for aggregator sites.  As a business traveler I don’t usually use this type of site to book travel, unless I’m on a spontaneous or previously unplanned trip, where finding a deal on a hotel immediately is more important than finding a specific hotel in a particular neighborhood.

Six Hotel Booking Apps for iPhone

What startled me most about comparing these 6 apps is the wide variety of what they assume are traveler priorities.  This means that home screen layouts, navigation buttons, and how quickly one arrives at search results varies widely.  I’ve listed as bullet points the aspects of each app that made an impression as I tapped my way through them.

Note: these apps are mobile versions of websites that aggregate listings from multiple hotel sources, not apps for specific hotels.  I’ll review hotel-specific apps in a future newsletter.

www.Hotels.com

The app took 45 seconds to configure itself before displaying information the first time.  The app immediately asked to use my current GPS location.  Has Tonight’s Local Deals button on home screen Easy to filter by name, price range, rating, etc. Easy to sort by rating, distance from current location, guest ratings, etc. Regular search picks up current location, assumes 1 person for 1 night, but it’s easy to increase the number of nights, rooms, and people with a quick screen tap.  Results viewable as a list or as map locations.  Sign-in available to your existing Hotels.com account, or sign up on your iPhone.

www.Priceline.com

The app took 30 seconds to configure itself.  It asks to use your current location via GPS but doesn’t show local deals as a result.  Clicking the map locator button will then show local deals.  The app has 3 main navigation buttons:

- Negotiate: gets you prices for hotel rooms and the areas where they’re available.

- Radar: this feature (including a pinging sound) shows recent winning bids in the area and their prices.

- Browse gets you prices and locations for a “book immediately” option as opposed to bidding blindly.  You can filter by popularity, star rating, and neighborhood.  Prices shown are before local taxes.  Sign-in makes booking go more quickly, but booking without sign-in is available.  The home screen also has a car deals button.

www.Hotwire.com

The app takes about 30 seconds to configure itself.  It asks to detect and use your current GPS location.  The app immediately starts with requirements: assumes check-in date is today for 1 night, 1 person, 1 room, all easy to change from drop-down lists.  Shows number of results, then asks to list by price, star ratings; to filter by neighborhood or amenities.  No photos: this is a blind search.  When selecting by star rating, it shows price and neighborhood, but no hotel name or photo.  Amenities are listed.

www.Expedia.com

The app took 15 seconds to configure itself.  The app immediately asked to use GPS Showed hotel availability first based on GPS location rather than asking any details; 1 night, 1 person assumed, but buttons there to change those details.  Names, photos, ratings and prices are all immediately visible Sort and filter available Same list viewable as pins on a map Nice size photo slideshows; link to reviews on same screen Red pins indicate that prices are currently discounted

www.Kayak.com

Didn’t ask first for GPS, asked to send “push” notifications: alerts, sounds, and icon badges.  The app includes search for hotels, flights, cars, and a flight tracker.  The Hotel search came up with Los Angeles as the starting city, but when I challenged the location by tapping on the name, THEN it offered a GPS fix as an option.  The search assumed 1 person/night/bed.  The remainder of the list included thumbnail photos, prices, locations, and star ratings.  Buttons include Filter, Sort, Map, and Compare.  Filtering by stars meant UN-checking the star ratings you don’t want to see.  Filtering options included price, brands, and name but NOT location!  I was seeing Seattle hotels despite my Bellevue specification, and there are 15 miles and a body of water in between the two cities.  Half of the results listed were links to Hotwire deals.

www.TripAdvisor.com

The app took 15 seconds to configure itself.  The app asked to use GPS fix, and asked to send Push notifications.  This site relies heavily on user ratings.  Search menu options include hotels, restaurants, things to do, flights and a link to their user forum as a link to write a review.  Home screen buttons include Home, Near Me Now, and Faves buttons, with the search box at the top.  Hotel search asked for city, zip, address, or the option to use a checkbox called Near Me Now.  Ratings take precedence — links in hotel listings also to guest ratings are right there on the same screen.  Checking rates brings up tabs for Hotels.com, Expedia.com, Venere.com, Orbitz.com, the hotel’s website, Priceline.com, and Travelocity.com, each with their own deals listed.  Not all sites showed the details for the hotel you select; some provided their own listings for other hotels instead.  I would use this for ratings, but probably not for directly booking the room, since TripAdvisor is only a ratings service NOT a booking agent.

From a usability standpoint, I think the Hotels.com mobile site has the best, most compact design.  I found it easy to, with one or two taps, find a deal for the night.

Got a favorite travel app for iPhone, Android, or other smart phone?  Use the comment section on post to tell me which apps you like to use.

The power of the media is undeniable, especially these days when everyday people have access to a public platform, be it Facebook, Twitter, or their own websites and blogs.  Just a few days ago, Verizon Wireless announced that they were going to charge a US$2.00 convenience fee if their customers used a credit card to pay a single phone bill (as opposed to signing up for auto-pay).  In LESS than 24 hours, Verizon backed off and changed their minds about adding this fee.  Why?  Because the customer backlash was so great that it wasn’t worth the bad publicity.

As a business traveler, you probably have had more than one opportunity to grouse about the fees airlines have tacked onto the cost of travel.  Since we’re frequent travelers, we probably encounter them less often because our membership in mileage programs alleviate some of those fees.  But leisure travelers encounter them all the time, everything from asking for a real person at check-in to baggage fees to cancellation and rescheduling fees.

The Silent Traveling Majority?

So why don’t we hear about passenger backlash regarding fees?  Well, for one thing, leisure travelers aren’t “organized” — by definition they travel only occasionally, and usually accept what is imposed on them because they don’t have any leverage with the airline.

However, in the fall of 2010, a website called www.MadAsHellAboutHiddenFees.com used their website and media attention to put together 50,000 signatures and deliver them to the Department of Transportation in time for the close of public comments on a potential change of rules about airline fees.  In April 2011, the DOT issued a new set of rules that took effect in August 2011.  In case you missed hearing about them, here’s a short list:

• Bumping: The new rules raise the amount airlines must pay for “involuntary bumping of passengers.”  For short delays, you’ll be entitled to up to twice the amount of your ticket, up to $650.  For longer delays, you can get up to four times the ticket price, or up to $1,300.
• Tarmac delays: The new rules impose a four-hour limit on the time international flights can sit on the tarmac before allowing passengers to get off.  Domestic flights are limited to three-hour delays.
• Refund of bag fees if luggage is lost, but you’ll get your checked- bag fees refunded only if the airline permanently loses your luggage.

Two other rules were delayed until 2012:

• Advertised fares must include all government taxes and fees — no more misleading advertising that leave those fees off!
• Travelers have 24 hours to cancel non-refundable tickets without penalty.  Some airlines already do this, though you might not discover that fact unless you’ve had to cancel and you tried calling the airline hoping for mercy.  Now it’ll be a rule.

You can get a more detailed description here: http://seattletimes.nwsource.com/html/travelwise/2015938600_trpucci21.html

Handling Grievances with the Airlines

Trying to get the attention of an airline when you have a problem can feel like being David and taking on Goliath.  Arm yourself with facts and knowledge of your airline’s procedures, and you stand a good chance of getting the remedy you seek.  Remember, David won over Goliath with a few well-placed stones!

Ticketing: Most airlines post links to Customer Service on their websites.  Among those pages you’ll find procedures for ticketing and pre-flight changes or refunds.

Baggage: Not every business traveler checks a bag or two (I usually have to), but if you do check yours and they go awry, it’s essential that you head straight for the baggage claim office and report it.  Thank goodness for bar-coding — most of the airlines can tell you WHERE your bag is, even if it’s not going to arrive anytime soon.

During Travel: If you don’t already have the phone numbers for your airline in your phone or PDA, take time before you leave to add them to your contacts.  Trying to track down that information is frustrating at best, and really inconvenient in the middle of a travel crisis.  When you fly internationally, be sure that you have the numbers on paper as well as in your phone/PDA, in case your battery runs out.

Be Persistent!

Don’t give up on getting a remedy for your issue with the airline.  Document every conversation (date, time, person you spoke to, etc.) so that you can impress the next person you talk to.  Be polite, be firm, and be consistent in your follow-up.

As for using the media (local consumer advocate, Facebook, Twitter, etc) to air your grievances, use that only as a LAST resort.  If you put something on the Internet, it’s there forever, and your angry words will probably come back to haunt you, even on an unrelated topic.

Got a travel horror story for which you eventually GOT a remedy?  I’d love to hear about it through your comments on this newsletter.