Southwest Increases Denver Service

New year brings four new Southwest flights a day to DIA

I'm a big fan of Southwest Airlines, with its lack of pretension that it is anything other than a transportation provider, its efficient turn-arounds, its passenger-friendly policies in an industry that rarely is that and perhaps most of all, continuing to allow passengers to check to bags without paying an additional fee. Southwest just announced additional flights to and from Denver: two new daily nonstop roundtrips between Denver and Boston Logan; one new daily nonstop roundtrip between Denver and Spokane and one new daily nonstop roundtrip between Denver and Reno/Tahoe beginning January 10, 2010.

Passengers Bill of Rights Stranded -- or Not?

Long-delayed passenger protection legislation seems stalled again -- but there is a deadline

A decade ago, in 1999, Northwest Airlines imprisoned a planeload of passengers on the tarmac for what The Indepdent Traveler described as "eight horrific hours without food, water, working toilets, honest or timely information, or the simple ability to walk off the plane despite being a couple hundred yards from the terminal gate at a major airport." And that was before 9/11, the TSA or other security excuses given these days when passengers are stuck in a parked airplane that isn't going anywhere for many hours.

"Airline passengers are more reliant on the good will of the airlines than most customers are on the good will of their service suppliers. So why shouldn't we have the same rights when flying that we do in other ordinary purchases of goods and services? Of course we should enjoy the same consumer rights when buying airline tickets as we do when buying anything else."

That is premise behind The Travel Insider's four-part series in early 2005 called "We Need an Airline Passengers' Bill of Rights." The first post on The Coalition for Stranded Passengers' advocacy and informational blog dates back to December 2007. On January 4, 2008, the San Francisco Chronicle ran a story called "Airline Passengers Rights Movement Taking Off." Reporter George Raines wrote about milestones in the fight for passenger rights:

1) "It's possible that Congress, when it takes up a bill reauthorizing the Federal Aviation Administration, perhaps in February, will include in it protections for passengers who are inconvenienced by being stranded on airplanes for three hours or more.

2) New York decided it couldn't wait for Congress to act. On New Year's Day, the first-in-the-nation airline passengers' bill of rights became law, requiring airlines to provide stranded passengers at New York airports with critical supplies to make delays more tolerable," with lawmakers in New Jersey, Rhode Island and Connecticut then in various stages of preparing similar legislation.

3) Kate Hanni, founder of the aforementioned Coalition for an Airline Passengers' Bill of Rights to lobby for the federal legislation, took the matter of "tarmac confinement" in late 2007.

4) "Aviation Consumer Action Project, a nonprofit group monitoring safety and security issues, negotiated a settlement on behalf of 4,000 Northwest Airlines passengers who were confined in airplanes from four to 11 hours during a snowstorm at Detroit Metro Airport in January 1999. They shared in a settlement of $7.1 million."

All along, travel consumer advocate Christopher Elliott has been reporting on stranded passengers incidents (most recently about a Delta flight on July 26 that left passengers trapped in their plane for 392 minutes) and the snail's pace in which these issues are being addressed.

Ironic, isn't it, that legislation relating to the fasted form of travel is moving along so slowly? Actually, given the staunch opposition of the Air Transport Association, the trade organization of what's left of US commercial air carriers. Its major goal: "The association’s fundamental purpose is to foster a business and regulatory environment that ensures safe and secure air transportation and permits U.S. airlines to flourish, stimulating economic growth locally, nationally and internationally. By working with members in the technical, legal and political arenas, ATA leads industry efforts to fashion crucial policy and supports measures that enhance aviation safety, security and well-being" Nothing there about passenger service, is there?

Meanwhile, how has the bill fared in Congress? H.R. 1303: Airline Passenger Bill of Rights Act 2007 was introduced to committee in March 2007 but stalled there. And that seems to be the current status of H.R. 624: Airline Passenger Bill of Rights Act 2009, introduced in January of this year. However, there is a timeclock right now. As I understand it, Congress has until September 30 to extend the Federal Aviation Administration Act, and the Airline Passengers Bill of rights could be attached to it. Stay tuned.

P.S. The day after I wrote this, Chris Elliott posted "Why I Don't Support a Passengers' Bill of Rights." I'm not entirely sure that I agree with him, but he has followed the subject more closely than I, and I hold him in high regard. The truth is that neither of us has a crystal ball to know what the bill's final form might be, what last-minute compromises might be made and how whatever regulations are eventually passed will be enforced. Continue to stay tuned.

"Confessions of a Travel Writer"

Travel Channel premiere of a program that's a bit about my life

Many of my travel writer colleagues are totally fabulous: smart, curious, adaptable, genuinely nice. But some are less so: demanding, complaining, self-centered, condescending. And a few are particularly unpleasant to travel with. "Confessions of a Travel Writer," which was shown on the Travel Channel on August 10 but which I just watched, alluded to both. Fortunately, the show didn't feature the worst of the travel writer species or I'd be embarrassed by association.

Cameras followed five travel writers hosted by the Chilean Tourist Office on a one-week press trip last February (I think) to Santiago, San Antonio Valley wine country, Valparaiso and Patagonia (including the totally spectacular Torres del Paine National Park). And I finally watched, thanks to the magic of DVR. Charles Runnette hosted the show, with Shira Lazar, Chantal Martineau, Jimmy Im and Andrew Evans comprising the rest of the guests. Some of them represented publications that I thought did not accept "sponsored trips" -- but that's a topic unto itself. I could totally identify with it: a packed-full itinerary, private van transportation (and flights to/from Patagonia) between stops and lavish hosted meals that everyone seems to be hungry for.

On camera, Runnette sported the been-everywhere-seen-everything shaggy traveler look. He complained on camera about trivial inconveniences such getting the worst room in a Valparaiso hotel, about sitting in the last row on the flight to Punta Arenas, about penguin poop at the Isla Magdalena penguin rookery and about mosquitoes elsewhere in Patagonia. I can testify that press trips rarely give guests much of a chance to spend much time in their rooms other than take stuff out of their bag(s) and put it back in, shower and sleep. Runnette was enthusastic about a couple of big soaking tubs, but I've rarely had time to fill, let alone soak, in one of them on a press trip.

What the TV show failed to convey is the real work involved in gaining some insights and getting an interesting story despite the grueling schedule and the fact that even a group as small as five has different interests. Plus the host's desire to show off very specific things. The Society of American Travel Writers' 2006 convention was in Santiago. About half of us stayed at the same hotel that this press group did and the rest in a different high-rise hotel distant from the historic town center. Many of us ate at one of the Bellavista restaurants that this group did upon arrival. Many of us went to Valparaiso fof a day. And a few of us lucky ones selected a post-convention trip to Patagonia, including Torres del Paine National Park. Unlike a press trip, however, which is hosted, members pay to attend SATW conventions -- and in some cases, pay more than other groups but often get more for our meeting money. That said, we had slightly different versions of many of the experiences that this group did.

Like most reality shows, "Confessions of a Travel Writer" was not really real. All five of the guests were rather young, trim and telegenic. In truth, many travel writers have many decades on their odometers and aren't nearly as telegenic as this quintet. The women clearly were not members of the Patagonia/North Face/REI tribe. They wore the New York version of active outdoorwear, city-style makeup and glowing smiles. But even five people can be a microcosm of the travel writer experience. Charles and Shira hung together a lot. Jimmy misplaced his notebook in Valparaiso. Andrew was interested in photographing things that did not necessarily captivate the others -- especially Charles. But on balance, they seemed to get along. And that, on any press trip, is sometimes an accomplishment.

In an interview with WorldHum.com, which is owned by or affiliated with The Travel Channel, Runnette described the tightrope that we travel writers walk. He told interviewer Michael Yessis, "Any job is difficult to summarize in 43 minutes on TV, and, frankly, this show only scratches the surface of what it takes to be a travel writer. The funny thing about this job is that when you tell anyone you’re a travel writer, nine times out of 10 the first thing out of their mouth is: 'That’s my dream job.' I would say this show lays waste to that popular myth. Yes, it’s better than many jobs, but after watching this show viewers will understand the down side of travel writing. Dealing with morons, bad pay, long days and nights. And, frankly, it can be lonely at times."

The program was promoted as a "premiere," but according to a Facebook entry, it is a pilot -- so there may be others. If there are, I'll be watching.

A Berry Nice Hike

Fall is in the Colorado air (and on the Colorado ground) -- but are the aspens OK?

The other day, President Barack Obama signed an official proclamation designating September 2009 as National Wilderness Month. My husband, our friends Reed and Dave and I celebrated it with a hike into the James Peak Wilderness. When we left Boulder shortly after 8:00 a.m. with the intention of hiking to Rogers Pass, the sun shone in a clear blue sky. When we arrived at the East Portal Trailhead (below), the sky was still blue, and the sun was still bright.

We hiked up the trail that is familiar in winter and in summer. It leads to Rogers Pass, but there are also side trails to Arapahoe, Forest and Crater Lakes. We've never seen so many raspberries on bushes in open areas. Are the bears all working the garbage cans closer to town rather than the raspberry bushes? I stopped to pick and eat every time I spotted red. My companions nibbled a few, but I went after as many as I could.

Picking and eating those sweet, fresh-off-the-bush berries proved so distracting that it took me a while to notice that the sky was quickly clouding over. It was only later, when it started getting cool and threatened to sprinkle, that I stopped to put on a long-sleeved shirt.

It's 5 miles or so from the trailhead to the pass, but we weren't interested in getting wet, so a few miles in, we turned around. The descent was quick, the rain held off and once we were out of the conifers, I started really looking at the grasses and bushes, which definitely showed their true fall colors.

From afar, the aspens were beginning to turn to gold.

Closeups revealed spots of dark brown and black.

Several years ago, the aspens along the Front Range went from green to black to fallen to the ground without ever showing their classic autumn beauty. Here's hoping it doesn't happen again in during National Wilderness Month '09.

Why Can't an Airline Be More Like a Bus Line?

Washington Post compares eight Washington-New York bus lines. Wow!

I was living back East in the last century when Eastern Airlines launched its then-revolutionary Shuttle between New York's LaGuardia and Boston to the northeast and Washington-National to south. Low fares. Hourly flights in both directions. No strings. No TSA screening. Except in the heart of the rush hour, quick cab ride to close-in airports. Business travelers embraced it. And it soared. In those pre-Amtrak days, rail travel on antiquated trains (the New Haven Railroad to Boston, the Pennsylvania Railroad to D.C.) seemed tedious, and buses, for business travelers, seemed déclassé.

Fast forward to this century, and buses seem to be a fantastic way to travel between these two cities. Washington Post reporters rode 10 different buses operated by 10 different bus companies, and all I can say is: with the arguable exception of Southwest, the worst bus line sounds preferable to the best airline these days.

The Post's motorcoach comparison shopping, assembled into a chart called "Rolling With It," reveals low fares (the lowest reported as $1*, the highest one-way fare is $30), convenient center-city stops, online booking with no or modest change fee, walk-up service with no or modest surcharge (but usually cash only) and often amenities that airline passengers can only dream about. Depending on the bus line, these can include free WiFi, electrical outlets, leather seats, free bottled water and free movies that in one case passengers vote on. Most have some kind of frequent-rider deal, with a free trip after as few as four paid trips. Amazing!

*There must be strings to a dollar fare, but I don't know what they are.

The most stinging criticism the Post had was for two lines. MVP was described as, "Our non-MVP bus was pretty dismal. Hindsight lesson: MVP runs its own vehicles Monday-Thursday but uses others on weekends. No WiFi, broken reading lights and the restroom was like an indoor outhouse, unclean and lacking toilet paper and hand sanitizer." Of New Century Travel, the paper commented, "The boarding was unclear — we were instructed to board the Philly-bound bus, but then what? — and the ride was harrowing from start to finish. We want our 20 bucks back!"

I suppose that those Continental Express passengers stranded overnight on the tarmac in Minneapolis last month would have been ecstatic if such had been the worst of their experiences. Click here if you've forgotten that awful true story.

If you are traveling that NYC-WAS route, check the Post's chart with prices, policies, phone numbers, websites and ratings from four buses to a half-bus. If I were still traveling the Northeast corridor, that's what I would do.

Bruising Add-On's Tarnish the Cruising Experience

Royal Caribbean taken to task for charging extra for cupcakes

I can't pretend to be an authority on cruise ships, having taken all of one full trip and one out-and-back trip to nowhere on a "naming cruise" with mainstream cruise lines in my life. Even with my limited experience, I was shocked at all the extras that are not included in the price of the voyage. In fact, I wrote a feature called "Keeping the Bargain in Bargain Cruises" after I found out how many add-ons there are and how much they cost.

Now Anne Campbell's post, "Royal Caribbean the First to Charge for Cupcakes," on her Ship Critic blog shines an authoritative spotlight on these extras. She wrote, "Aboard Royal Caribbean’s 'Oasis of the Seas' you’ll pay extra — the cruise line says prices aren’t available yet — for a cupcake at The Cupcake Cupboard, an on-board shop."

While she praises the beauty and such innovative diversions on RCCL's ship(s) as the “flow rider” surfing simulator, rock climbing, ice skating, roller blading on deck and central Promenade of stores, restaurants and bars, she takes the line to task for charging extra for room service and a surcharge or a la carte pricing (a record in the cruise industry) at nine of 24 restaurants aboard.

"But no one wants to feel nickeled and dimed aboard a cruise," she notes.

What People Don't Like About Hotels

Advice for avoiding hotel billing hassles

In yesterday's post, "What People Like About Hotels," I speculated that "travelers seem overwhelmingly disappointed with air travel, but hotels seemingly are still viewed favorably," and gave the results of a survey about hotel positives. Today, travel consumer advocate Christopher Elliott wrote about an increasingly common problem with hotel stays. He called it "folio failure." Most, he noted, are "erroneous charges that . . . are innocent mistakes — a wrong room number, sloppy handwriting or a computer glitch." His advice is to check your bill before you leave so that the error can be corrected on the spot. Here's his advice (with my added comments in italics):

1. Have an alibi - Elliott gave an example of a restaurant/bar bill that had mistakenly been charged to his room. He wasn't in the hotel at the time of the charge and could prove it, so the charge was removed.

2. Say ‘no’ to the minibar key - "Accepting a minibar key, even if you don’t intend to use it, can lead to billing problems later on," he wrote. Further advice, when doing so, ask the front desk agent to note in the record that the key has been declined. He pointed out that "some minibars register a 'sale' any time an item is moved, meaning that if you touch it, you buy it." Many of us touch the mini-bar contents when storing a doggie bag in the little refrigerator. When I remember, I do refuse the minibar key. Now that I've written this, I'll bet I remember more often.

3. Keep your receipts - Retain receipts from meals, taxis and other services outside of the hotel. If you get charged for a room service or hotel restaurant dinner but can prove that you weren't in the hotel at the time, such erroneous charges can be removed more easily (see tip #1). Of course, is you are someone's guest, say, at dinner, you won't have a receipt for that meal, but make a habit to keep receipts when you can to increase your odds of avoiding wrongful charges.

4. Ask first - He pointed out that "so-called 'full service' hotels like to charge you for every little thing." In addition to hotels that charge guests for receiving guests' packages, not uncommon for travelers attending trade shows or conferences, annoying add-ons include telephone fees, Internet connections (WiFi or Ethernet), one bottle of water free upon checkin that is replaced by others that cost, access to on-site gym or swimming pool and parking. In many respects, mid-range motor inns provide the best value. Parking, recreational facilities and Internet access are generally free. I also like hotels like the Kimpton properties and some suite hotels that put on a complimentary wine and cheese in the afternoon. Others offer complimentary quality coffee and tea in the morning. "The solution," Elliott counseled, "is to never assume any service, no matter how small, will be free, and to always ask if there will be a charge."

5. Don’t wait to dispute a charge - "If you see an incorrect charge on your bill, notify a hotel employee immediately," Elliott wrote. With the popularity of so-called "convenient" online checkout, many travelers are in a hurry and push buttons to accept charges without really looking to see what they are. Conversely, when checking out in person and there's a line piling up, many people are reluctant to take the time to look over their bill. Moral of the "folio failure" story is to take an extra moment -- regardless.