Fired Airline Ticket Agent Reveals Airline Secrets

by Depinto, Nicholas

  1. The Federal Aviation Act, which governs your rights on domestic flights in the United States, and/or The Warsaw convention, which governs your rights on international flights.

  2. You can obtain a summary of the hidden terms and conditions of most major airlines' contracts by requesting a copy of United States Air Carriers, Conditions of Carriage, Summary of Incorporated Terms (Domestic Air Transportation) from the Air Transport Association, 1301 Pennsylvania Avenue NW, Suite 1100, Washington, DC 20004; or call them at 800-497-3326.

  What is a consolidator?

  Consolidators are the "discount warehouse outlets" of the airlines. Ticket consolidators buy tickets in bulk from airlines, at a cheaper rate or have seats that would have otherwise not been sold and then resell them either to the public or through travel agents.

  Before you take advantage of the "really good deals" they are offering, here are a few things to remember:

  1) If you are going to use a consolidator, always use a credit card. You would be surprised how many consolidators go out of business. If you use a credit card to purchase your ticket, and the consolidator goes bankrupt, you can dispute the charge.

  2) Most consolidated tickets have really steep penalties for refunding or changing. Find out what they are before you purchase the ticket.

  3) Your ticket is only valid on the airline in which the ticket was purchased. If your flight is canceled for any reason, another carrier may not honor your ticket.

  4) Sometimes special discounted fares straight from the airlines are cheaper. Do your homework!

  5) Don't assume you will get your frequent flyer miles. In most cases these types of tickets are not eligible, so you won’t get miles for your purchase.

  How do I make sure I'm getting the lowest fare?

  Have you ever noticed that you might be sitting right next to someone on a flight who paid a lot less money than you did? It happens every day - on every flight. You may not have discussed your fare with the passenger sitting next to you, but he/she may have paid hundreds or thousands less than you. That’s not fair, right!? Well here are some tips on how to get the lowest available fare so you’re not the one who feels like you’ve been duped by the airline:

  1) The more advanced notice you have - the better. Most airlines don't even offer a discounted fare if you book your travel within 7 days of departure.

  2) Be flexible with your dates and times. Low fares may be sold out on your ideal flight date and time. Sometimes leaving an hour or two later may save you a bundle! Flexibility is the key to getting a discounted seat.

  3) Check alternate airports. If you are nearby two airports, get prices using both. One might be a lot less than the other.

  4) Keep checking - airlines modify their airfares constantly and availability changes. A low fare might not be available today - but it might be tomorrow. Don’t book right away, just wait a little to see if the airfare changes the next day.

  5) Use coupons! Airlines place coupons in everything these days, from publications to videos to phone cards to razors! Sometimes purchasing a $4.95 product can wind up saving you a bundle if an airline coupon is enclosed. Check with your travel agent - they might even have some around the office.

  6) Don't forget about senior citizen discounts. If you're over 62, most airlines entitle you to a 10% discount on your travel. Usually you get to take a companion along at the same price, too!

  What do you mean I don't have a seat - I have a reservation!

  Airlines assume that a certain percentage of passengers will not show up for a given flight - so they overbook nearly every single flight to make sure that their flight goes out as full as possible. Overbooking in the airline industry is completely legal and permitted by federal law.

  What do they do when all of the passengers show up?

  1) The airline is required to ask passengers if anyone is willing to volunteer to take a later flight. The airline will try to see if some passengers are willing to volunteer without any compensation. If they see that there are no takers, then they will usually offer a free ticket or travel credit.

  2) If there are not enough volunteers, even with free tickets or travel credits, the airline begins its own involuntary "bumping" plan. If you’re on the involuntary bumping list, you’ll just be denied from boarding the plane.

  If you are involuntarily "bumped" (denied boarding), you may be eligible for compensation. The amount of compensation usually depends on how long the airline makes you wait. It is important to obtain a copy and read the specific airline's "Conditions of Carriage" to make sure that you receive the compensation you deserve. If you refuse the offered compensation because of some special damage or loss, you can seek to recover damages in court.

  Delayed and canceled flights...What are my rights?

  The Department of Transportation considers a flight "on-time" when it arrives at its destination within 15 minutes of the scheduled arrival time. If your flight is delayed longer, you can run into problems like missing a connecting flight. If your fight is delayed or canceled, your rights are determined by the specific airline's "Conditions of Carriage". Again, it is important to obtain and read a copy of these conditions so that you do not get taken advantage of. Generally, airlines are not obliged to provide any compensation if forces of nature such as bad weather caused the delay, diversion or cancellation. They also are not responsible for air traffic congestion at a particular airport. However, if the problems are due to tardy crewmembers or bad scheduling, they may be required to compensate you as per their "Conditions of Carriage". If you do not feel that you have been compensated satisfactorily, you can challenge the airline by taking them to court, but the Conditions of Carriage" are usually upheld. If you have been misled about the span of delay, a court can rule in your favor.

  How do you find a good travel agent?

  Choose one like you would a doctor or lawyer. Get advice from friends and relatives who use an agent they trust. Since travel choices are personal decisions that reflect individual desires and lifestyles, you will want to visit or call several agencies to find the one that best suits your needs. Consider everything from the appearance of the office to the agent's willingness to listen and answer questions. The best agents want to establish a long-term relationship with a client, not just make one sale.

  What should be the determining factor in choosing a travel agency?

  Your agency should belong to the American Society of Travel Agents, Inc. (ASTA). ASTA is the largest and most influential travel trade association in the world. Membership includes travel agencies, airlines, hotels, railroads, cruise lines, tour operators, car rental companies and travel schools. Through its continuing education and training programs, ASTA prepares its members to operate high-caliber, competitive businesses. Members also have the ASTA Travel Agent Manual, the only comprehensive guide to operating a travel agency. Due to the Society's on-going educational programs, resource materials and stringent Code of Ethics, ASTA travel agents are known as dedicated, hard-working professionals who provide superior service to their customers.

  What special services do travel agencies offer?

  As the industry grows more competitive, travel agencies increase the quality and type of services they offer. Agents can arrange all types of domestic and international travel, from hotel and resort accommodations to air and ground transportation, including car rental needs and tour packages. They can provide assistance with insurance protection, passport and visa applications, inoculation procedures and other foreign travel requirements. Many have toll-free phone numbers and offer meeting planning and incentive travel services. Some agents maintain automated individual profiles that include the client's frequent flyer number, airline seating preference, smoking or non-smoking designation and other specifications for a custom-designed trip. Boarding passes are often issued in advance as an added convenience. Arrangements can also be tailored to suit business and vacation objectives, personal interests and budget concerns. Although most provide a wi
de range of services, some agencies may specialize in areas such as family travel, group travel, adventure travel, eco-tourism, the mature market, incentive travel, or travel for the disabled.

  How do I know if my travel agent is consumer-conscious?

  Membership in ASTA is a sign of consumer awareness. The Society works on behalf of its members to support pro-consumer issues. In addition to lobbying for consumer protection on issues like airline bankruptcy and travel safety, ASTA has an active Consumer Affairs Department that monitors travelers' problems and helps to find solutions. The Society works closely with other travel organizations to continually upgrade service and technology to better serve the traveling public.

  How do I know if my travel agent is well trained?

  Ask about your agent's professional background. Many have been trained in business management, travel and tourism or geography. Others have supplemented their agency experience with extensive education and training courses, such as ASTA's Travel Management Academy, one of the most intensive programs in the industry. Some travel agents are Certified Travel Counselors (CTC), having completed an educational program with the Institute of Certified Travel Agents.

  Who uses travel agents?

  Travel agents are the leading distributors of travel products and services. Agents book 80 percent of all air travel, 30 percent of all hotel reservations and 95 percent of all cruise reservations. Agents are the only unbiased professionals who can sort through nearly 100,000 daily changes in airfares alone. Experience, constant industry interaction and computer reservations systems make travel agents the only source savvy enough to engineer a relaxing trip out of the fluctuating complexities of travel offerings. If you are planning on using a travel agent, here are some benefits:

  • Save Money! Strong working relationships with travel suppliers and the latest in computer reservations technology enable ASTA agents to access the most up-to-date information on how to get you the best value.

  • Traveler Advocates--Your best interests are the priority. ASTA has a long-standing record of fighting for consumer rights and ASTA travel agents are required to adhere to a stringent Code of Ethics.

  • Convenience--The ASTA membership includes over 18,000 travel agencies across the country, most of which offer one-stop shopping for all travel arrangements.

  • Service--ASTA travel agents are knowledgeable and active in the industry. The Society provides education, training and resource materials to its members to equip them with the tools to offer the highest quality of service.

  More About the Benefits of Using a Travel Agent

  Here’s an Open Letter to Travel Editors from Joseph A. Watters, President, Crystal Cruises

  Dear Travel Editor,

  Why should I use a travel agent? As a veteran travel executive, that's a question I'm often asked. Today, with the overwhelming number of sources for travel information (the Internet, cable television, newspapers, magazines, guidebooks, etc.), it's no wonder the consumer is confused. Yet that's precisely why the services of a professional travel consultant are more valuable than ever.

  In January, the television news magazine, 20/20, reported the results of a test in which travel agents beat consumers at uncovering the best airfares. However, it is much more than the "lowest fare" that provides the compelling argument for a good travel agent.

  The best thing an agent can do is to match up a traveler with the vacation that's right for them. The professional travel consultant builds relationships with their clients to learn their interests and lifestyles, as well as their dispositions. Below is a list of some of the important services, which are either provided free or for a nominal charge, by travel agents:

  1. Distilling the product information: Through an on-going and time-consuming process of familiarization, continuing education and customer feedback, the agent becomes a travel expert.

  2. Investigating and supplying competitive information: No single supplier is going to advise a consumer that a better route or a better fare is available on a competing carrier.

  3. Staying abreast of the most current and timely promotions: Via daily faxes, agent-only e-mail transmissions, and their relationships with their district sales managers, agents are obtaining the most current promotional information.

  4. Analyzing the current promotions: The cheapest is not always the best.

  5. Clarifying the fine print, such as cancellation penalties and restrictions: Again, the benefits of a professional's experience can save travelers money . . . and headaches.

  6. Making recommendations for travel-related options: Travel agents share the experience and knowledge they accumulate about a variety of travel topics --- from where to eat, where to shop and what to pack.

  7. Simplifying the research and subsequent transaction: Like a personal shopper, agents can provide one-stop shopping for travelers who require air arrangements, rental cars, cruise accommodations and hotel stays --- with suggestions that are in the best interest of the client, not the supplier.

  8. Enhancing the trip with value-added benefits and amenities: Agents can add to the clients' experience by sending a bottle of wine, providing a special land package, a specific escort or other customer amenities.

  9. Using their clout to obtain the best possible in seemingly impossible situations: Whether it's airline seats, hotel rooms or cruise space, the travel agent has more buying power than the consumer.

  10. Getting problems resolved: The agent serves as the consumers' advocate in the event something inadvertently goes wrong.

  The use of outside service providers for many transactions, such as tax preparation, isn't questioned. Similarly, if one is going to spend hundreds or thousands of dollars, as well as a good chunk of valuable leisure time, it makes great sense to use a professional.

  Customs Regulations

  Of course, with international travel, you’re required to bring certain things with you before you board a plane. And there are things you won’t be allowed to bring with you. For details, visit the site: http://www.customs.gov/travel/travel.htm

  Travel Safely

  As one of our greatest freedoms, travel adds knowledge and pleasure to our lives and is a great force for international goodwill and peace. I recommend that to enjoy your journeys to the fullest extent, you have to become an informed traveler. If you’re working with a travel agent, describe your individual wants and needs for the best travel experience possible.

  Here are Some General Safety Tips:

  • Work with your travel agent to get as much information as possible about the destination, especially if you will be traveling alone.

  • If you are unfamiliar with the local language, carry a card or matchbook with the hotel's name and address. You can show them to a cab driver or police officer in the event you get lost. Before leaving the United States, make up several pocket cards with key phrases in the local language. (i.e., "Which way is the airport?" and "Where are the restrooms?")

  • If you will be renting a car, get maps in advance and clearly write out the directions from the airport to your hotel. If you need to stop for directions, go to well-lit public areas. Keep the phone numbers of your destinations with you.

  • Lock your car doors while driving. Do not pick up strangers or stop for people you don't know. Police cars will have blue and red lights; do not stop for cars flashing their high beams.

  • Close and lock your hotel room door at all times. Check sliding glass doors, windows and connecting room doors.

  • Don't answer your hotel room door without verifying who it is. If someone claims to be a hotel employee, call the front desk to verify.

  • When returning to your hotel at night, use the main entrance. Be observant before entering parking lots.

  • Don't carelessly display keys in public areas, such as restaurant tables or swimming pool areas, where they can be stolen.