More Fees? Or Just Different Ones?

Source: LA Times

Airline fees have become commonplace in the world of travel, it is difficult to remember a time when they did not exist. Ever since the terrorist attacks on September 11, 2001, the air travel culture has dramatically changed. Now, we are so accustomed to long security lines, taking shoes off, and standing in an ominous revolving scanner, it is second nature to perform all these tasks. We are unphased by all the security protocols. But one area people still have trouble accepting is the growing number of a la carte fees that airlines serve up.

According to a recent article in The Los Angeles Times, the world's largest airlines are expected to make $36.1 billion from fees. This includes food, drinks, wireless internet, priority seating, more leg room and checked bags. Some airlines even charge for checking in online, carry-on bags and expedited service through security check points. But it does not end there. At the Airline Information conference in San Diego, representatives from various airlines discussed ways to maximize the fees they charge passengers.

There was some talk of different travel insurance offers or letting passengers pre-order on-board meals and snacks, a move to reduce uneccessary spending and waste from leftover meals. One of the biggest trends, though, is basing fees on data collected from past bookings. Basically, airlines will offer package deals based on a travelers preferences, such as bundling tickets with onboard food, drinks and entertainment, at a discount.

Mining and analyzing passenger data could be seen as a bit invasive, but the reward is a specialized deal that fits you. Plus, if you can nab a discount on fees and charges that you would have paid anyway, why not? So while this trend could result in some new and different fees, the good news is that there does not seem to be any plans to add more to the menu. In fact, it looks like airlines are finally starting to get smart about looking after customers and making them happy.

Personally, I never buy on-board snacks (I tend to bring my own)or entertainment (when else do I have time to read a book), so I would like to see some other changes. I was actually reminiscing with my dad about what air travel used to be like before 9/11, and it occurred to me that the thing I miss the most is the ability to meet people at the gate, to greet them right after they've had a long flight. I think I would keep the fees if I could get that back.

First Experience Flying Southwest

"Bags fly free!" "No change fee!" "No blackout dates, no red tape!"

credit: Businessweek

If you watch television on a regular basis--or travel a lot--you know that these are the common catchphrases of Southwest Airlines, probably America's most popular budget carrier. Many of you have flown Southwest and have your own opinions about them. So now it is finally my turn to weigh in.

I recently returned from my Christmas vacation back in Denver, and I had the opportunity to experience Southwest for myself for the first time. Obviously, I had all the flashy advertisements running in my head, as well as the many comments from my friends and coworkers who have flown with them, but I had to push that all to the back of my mind and go into the whole trip with as clear and unbiased an opinion as possible.

On the day that I flew out of Chicago, I went online to check-in for my flight. I am accustomed to having a reserved seat, so the whole process was a little different for me. At first I was confused as I glanced at the boarding pass. Seating A, position 19. What does that mean? Also, after I printed my boarding pass, there was no button or link to say that I had completed the check-in process. I was sure that if I hit the link that said "return to previous page" that the whole thing would void out and I would have to try again. Yet there was no indication on the previous page that anything was wrong, so I assumed I had done it correctly, though I wish it had been clearer. When I checked the status of my flight--which was scheduled to leave at 6:00 p.m.--the website said there was a 40 minute delay. This was at 8:30 a.m. At first I was irritated that they could predict so early that the flight would be late, so I investigated earlier flight options, but they were all booked. Luckily, I checked back a few hours later and it had changed to a 10 minute delay...much better.

As far as checking bags, that could not have been easier. (It also helped that there were no lines at Midway Airport.) I just went up to the kioks, scanned the barcode on my boarding pass, selected the number of bags I was checking, and the attendant placed the sticker on my suitcase and I was on my way. Less than five minutes, I can handle that.

The boarding process was certainly different. I have flown on airlines that do not have seat assignments, but those were all in Europe--Ryan Air, EasyJet--and the system was pretty unorganized. With Southwest, it was slightly more coordinated, but still a bit of a jumble. I had opted to pay a little extra to make sure I was in the first seating group--which I highly recommend. When they called for seating A, I headed up to the numbered poles that were lined up near the gate. Since there isn't anyone around to make sure people are in the proper order, you have to trust the people around you, and I was pleasantly surprised that no one tried to hop in front of anyone else or claim they had a higher number so they could go ahead. We stood in line for a few minutes, which I didn't mind, but many of my fellow travelers were growing impatient. At this point, we were still scheduled to leave 10 minutes late, but if we boarded fast enough, it could have been sooner. The Southwest employee working at the gate announced that positions 1-30 would be boarding, so we all began filing through the door. A young man ahead of me was a little confused by the process, and was unsure if he was in the right place. The employee was very pushy, urging him along and not answering his questions. I understood he was trying to speed up boarding, but he was definitely a little rude to passengers.

Once on the plane, I grabbed the first aisle seat possible and waited patiently as everyone else boarded. I was impressed with how quickly people got on the plane, tossed their bags up and sat down. I think everyone got on in about 15 minutes, which I had never experienced before. I thought we had a good chance of leaving close to on time, worse case a couple minutes late. However, we ended up sitting at the gate for another 15 minutes. The reason? Our bags. Indeed, boarding was super quick, but it was so efficient that our luggage couldn't keep up, which meant our valiant efforts to leave on time were thwarted.

My flight to Denver had a stop over in Omaha, Nebraska, but I didn't have to switch planes, which was nice. Still, I was worried about how quick the layover would be, since we were already running a little late. Anyone staying in Omaha was quick to depart, which I appreciated, but Southwest needed to switch the flight crew, so that ended up taking a little over half an hour. With a good tale wind and a determined pilot, we landed in Denver exactly when we were supposed to, and once again I was pleasantly surprised. I went from a 40 minute delay to arriving right on time, way to under promise and over deliver.

Waiting for the my luggage was the most annoying part of the whole trip. I must have stood at the carrousel for almost a half hour, and it had taken me at least 15 minutes to walk through the concourse, catch the train and get over to the baggage claim, so in total it took nearly 45 minutes for the bags to even get there.

Even with the layover, the weather and the minor delays, the trip to Denver went pretty smooth, and I was happy to report only a couple setbacks. The return trip to Chicago went even better. There were long lines at DIA for checking bags, but employees at the kiosks were very helpful and they had made sure to staff enough people to keep the line moving. The boarding process, once again, went very quickly, and this time our bags were pretty much on the same schedule. We only sat at the gate for a few minutes before taxiing out. And while the flight was quick and relaxing, what made it most enjoyable was our flight attendant. Our safety demonstration was more than just a tutorial on buckling our seatbelts, but rather a short comedy routine. It definitely lightened the mood a bit, and showed that some Southwest employees really do enjoy their work.

airlinereporter.com

Upon arrival in Chicago, I once again had to wait an exceptionally long time for my bags. It was irritating, but nothing I hadn't experienced with any other airline.

Overall, I would say my journey with Southwest was pretty good. I would give them an average rating of an A-, mostly because the check-in and boarding process can be a bit confusing and hectic, and the long wait for bags was a bit of an issue. Southwest definitely gets points for having an efficient bag check--and no bag fee is certainly a bonus--as well as giving out free snacks on board, a friendly staff and on-time departures and arrivals.

However, I am not a complete convert just yet. Yes, on this particular trip, Southwest had the best fares, but that is not always the case. I have often found other airlines to be cheaper or have better flight times, so I cannot say for sure that I will pick Southwest over another airline in the future based on their benefits. Pricing is always a big factor in my airline decision process. Whoever has the best bid will win my business.

On Planes, Passengers Indulge

I've written a few posts about trying to stay active and eat healthy while traveling, since it is often difficult to maintain that lifestyle while on the road. Many people constantly ask how they can keep up with their diets or avoid packing on pounds while on vacation, so it seems oddly counterproductive to find out that most passengers will still choose the high-fat and calorie-laden items on airplane menus. What is going on here?

I read an article in the Wall Street Journal that critiques airplane food and discusses what people are choosing to eat onboard. While many carriers have tried to introduce healthy items like fresh salads, hummus plates, fruit and nut mixes, and greek yogurt, passengers seem to pass those over for something a bit more indulgent. For example, Alaska Airlines offers vegan and gluten-free items, and chicken and vegetable dishes. Yet, it's most popular item is the quarter-pound cheeseburger. United Airlines briefly had "active" and "organic" snack boxes, but ended up donating most of the food. In the end, it had to eliminate the items from the menu because they just were not selling. According to the airline, the most popular option is the "tapas" snack box, which has nine different items, like crackers, hummus, olives, cheese, almonds and candy, and weighs in at 553 calories. If experiments with healthy options seem to be failing as passengers decide to reach for salty, carb-ridden foods, what's the point of having them anyway?

Because there will always be at least one person on the plane that will choose the better product. But in all honesty, most airlines still fill menus with food that is not particularly good for you, even though they are making some moves in the right direction. Airlines like Delta still sell items like toffee-caramel popcorn or cans of Pringles sour cream-and-onion chips, which adds up to 375 calories. United's "Classic Snack Box" features both goldfish and pretzels, why do you need both?

Food experts say that many of these snack boxes contain between 600 and 700 calories, mostly because they are stuffed with a variety of different items that most people probably do not need. A turkey sandwich comes in at a reasonable 400 calories, but throw in potato chips, cookies, almonds and dried fruit, and you just bumped it up by another 300 calories or so. And since airlines do not print up the calorie counts for people, travelers believe they are consuming healthy options, when they really aren't. Since carriers cannot seem to sell beneficial food items, they are forced to either riddle them with more salty, high-calorie foods or remove them from menus all together.

For those who don't think twice about what they eat on planes, these options will suffice. But for those who are concerned about what they eat or are trying to maintain a diet or watch their waists, I suggest surpassing the food that airlines provide. The best thing you can do is pack your own food. It's easy to make a small sandwich and bring it on board, or pack small snacks like fruit, cheese and nuts. It's a safer bet calorie-wise, and it also saves you about $10.