Finding more room on an airplane

Having just flown myself and talking to people who are traveling, I know how crowded the flights are this summer. It is also discussed a lot in the industry and newsmedia. In addition to long delays and lost baggage, travelers are being packed in like sardines. All of my flights in the last six months have had every seat occupied. What to do? There are some strategies air customers can use to make themselves more comfortable. Use a less-traveled route or less common air carrier. This article explains these approaches.
http://travel.nytimes.com/2007/07/15/travel/15prac.html?n=Top%2fReference%2fTimes%20Topics%2fSubjects%2fA%2fAirlines%20and%20Airplanes

Travel Trends

I just read an article discussing the travel industry so far this year. The analysis comes from a magazine called Travel Industry Indicators. It says that travel demand is up slightly, with the gains in business travel outpacing the leisure sector. It says that domestic trip volume through May is just 0.6% above a year ago. The strongest domestic growth is in the major business centers on the East Coast. Leisure travel growth continues to lag behind business travel. International air traffic through May is 3.9% above a year ago, with inbound foreign arrivals significantly stronger than outbound traffic, up 8.3%. Outbound overseas travel by Americans is being hurt by the inability of first-time foreign travelers to obtain passports. The delays in processing US passports have affected trips to the Caribbean and Mexico. Indicators are that the rest of 2007 will continue the same trends.

Travel Trends

I just read an article discussing the travel industry so far this year. The analysis comes from a magazine called Travel Industry Indicators. It says that travel demand is up slightly, with the gains in business travel outpacing the leisure sector. It says that domestic trip volume through May is just 0.6% above a year ago. The strongest domestic growth is in the major business centers on the East Coast. Leisure travel growth continues to lag behind business travel. International air traffic through May is 3.9% above a year ago, with inbound foreign arrivals significantly stronger than outbound traffic, up 8.3%. Outbound overseas travel by Americans is being hurt by the inability of first-time foreign travelers to obtain passports. The delays in processing US passports have affected trips to the Caribbean and Mexico. Indicators are that the rest of 2007 will continue the same trends.

Travel Trends

I just read an article discussing the travel industry so far this year. The analysis comes from a magazine called Travel Industry Indicators. It says that travel demand is up slightly, with the gains in business travel outpacing the leisure sector. It says that domestic trip volume through May is just 0.6% above a year ago. The strongest domestic growth is in the major business centers on the East Coast. Leisure travel growth continues to lag behind business travel. International air traffic through May is 3.9% above a year ago, with inbound foreign arrivals significantly stronger than outbound traffic, up 8.3%. Outbound overseas travel by Americans is being hurt by the inability of first-time foreign travelers to obtain passports. The delays in processing US passports have affected trips to the Caribbean and Mexico. Indicators are that the rest of 2007 will continue the same trends.

Travel Trends

I just read an article discussing the travel industry so far this year. The analysis comes from a magazine called Travel Industry Indicators. It says that travel demand is up slightly, with the gains in business travel outpacing the leisure sector. It says that domestic trip volume through May is just 0.6% above a year ago. The strongest domestic growth is in the major business centers on the East Coast. Leisure travel growth continues to lag behind business travel. International air traffic through May is 3.9% above a year ago, with inbound foreign arrivals significantly stronger than outbound traffic, up 8.3%. Outbound overseas travel by Americans is being hurt by the inability of first-time foreign travelers to obtain passports. The delays in processing US passports have affected trips to the Caribbean and Mexico. Indicators are that the rest of 2007 will continue the same trends.

How the system works

This is a rough summer for travel. There is no doubt about it. However, dire predictions about people getting fed up with high costs and inconvenience don’t seem to be accurate. Despite soaring gas prices, people took to the roads for the Independence Day weekend. Even with delays and lost luggage, the number of people flying increases.

To understand the causes of travel difficulties, I read a lot of articles. This one discusses that the problems at JFK in New York are impacting travel at other airports as well. It does a good job of explaining the different factors that result in delays in the system.

http://www.usatoday.com/travel/flights/2007-07-09-jfk-cover_N.htm

Real Experience Air Delays

I keep reading dire predictions on travel sites about the difficulties with air travel this summer. Delays and the incidence of lost luggage are up, but after traveling myself, and talking to friends, it seems that things are as bad as they say.

I just got back from flying to California to spend a long weekend with my mother. I got to the airport two hours before my 9:30 am flight and needed most of the time I had allotted to get through security. I wasn’t allowed to use curbside checking and had to get my boarding pass at the gate. After they tagged the luggage, though, I had to haul it across the terminal to an area for luggage. I stood in line for 15 minutes before they closed that location and sent me down long corridors to another station where I stood in another 15 minute line. When I finally got to the front they asked me if I had firearms or film and took the bag to put in a pile. I really can’t imagine why that couldn’t have been done at the gate. Then the line for security snaked around the terminal and took 40 more minutes. Once I got through security, my flight was delayed an hour, the gate was changed, and it was delayed again for another hour. Every seat was filled and 15 people on standby were turned away.

Coming home my flight was delayed two hours (although there were no lines in security and I used curb-side check-in.) Once we landed we sat in the plane for 50 minutes on the tarmac waiting for a gate. Then the luggage took 40 minutes to get to the carousel . It didn’t get lost though. I did talk to a sales rep who travels every week out of San Antonio, and he said his luggage has been lost three times since January (once when he was on a non-stop flight! For some reason, after they landed, they transferred his bags to another plane.) He was telling me how difficult it is to go on a sales call when you don’t have a clean shirt.

If you plan to fly, my advice is to be patient with the process. It’s a bear.

Airline Delays

There is a lot of discussion on travel agent sites about all the problems with the airlines. This is because there are more travelers and less scheduled flights. In addition, the traffic control system is over stressed as well and the airlines are recording record levels of flight delays. In fact, since the government began collecting data about flights, this year’s numbers are the worst. Only 72.5% of flights have been on time up through April. Lost baggage complaints are also up. To avoid these problems as much as possible, travel early in the day and Tuesdays and Saturdays tend to have fewer delayed flights. Also, some airlines are more punctual than others. AirTran, JetBlue, Continental, US Airways, and Delta have the highest incidence of delays. SkyWest, Mesa, Hawaiian, Southwest, and Frontier have the least.

Passports

The changing passport requirements coming from the State Department continue to consume a lot of energy in our business. We still receive many calls from travelers confused about the requirements, but we see that it isn’t going to get less confusing going forward. The original goal of the change was to phase into requiring passports for all travelers coming into the US. This was to improve border security (and that makes sense). Prior to January, 2007, travelers to Mexico, Canada, and many Caribbean destinations did not need passports. This year, air travel to all destinations began to require passports. Next year sea and land travel would have also been included. However, because the State Department was unable to accommodate the increase in passport applications for this first phase, there have been short-term adjustments in the policies and that is what is creating the confusion. However, the long and the short of it is—within the next two or three years (depending upon how many readjustments there are going forward), everyone will need a passport to come back into the US. Why not get it now?

Sleeping Pods for London Travelers

Here’s a great idea—airports that have sleeping cubicles where travelers can catch a nap as they wait for connections. I just read about pod-like cabins that are scheduled to open at London’s Gatwick Airport starting on July 1. I read something about a similar service that was scheduled for Los Angeles International Airport. I would love to see this expand because there is no place less comfortable for long waits than the airport. The television is on and everyone is on their cell phone. I get tired of hearing why Aunt Mildred is not speaking to Cousin Jim or the gory details of Janet’s surgery.

The cabins at Gatwick rent for $50 for four hours and include internet and TV, as well as a private bathroom and shower. Sounds like a wonderful option for me.

New Business Class

I read an interesting article today about flights to Europe. I am planning to take my mother to Hawaii in August and had to pay double for her air ticket so that she could go first class, so I am thinking a lot about travel comfort. She has some health issues and would be unable to make the trip if she couldn’t elevate her legs. The rest of us have a hard time being crammed in coach for a long flight. The article talked about a new airline niche business that is developing. A few new lines are offering Business Class travel on smaller planes. That would make those long trips much more comfortable. Read more about it at
http://online.wsj.com/article/SB118220442477339653.html?mod=dist_smartbrief

As usual, on Mondays I check what is going on in the travel industry. Lately there are always stories about passports, but there is also information about improvements or difficulties with cruise lines, resorts, or airlines. The one that caught my eye today was the customer service issues at United Air Lines. The articles gave examples of disastrous experiences of travelers on United and discussed the reasons for the difficulties. The airline industry is rated lower than other businesses in terms of customer service because there are some inherent difficulties, but United is having more problems than most. The reasons are obvious.

United Airlines emerged from Bankruptcy in early 2006. During restructuring they eliminated about a quarter of their workforce. The remaining employees do more for less money because of contract changes. In addition the phone reservations and customer-service jobs were outsourced to call centers in India, the Philippines, and Poland. It also eliminated 200 U.S. finance jobs, including 30 in refunds and these were also outsourced overseas. To deal with their developing customer service issues, they created the new position of Vice President for Customer Experience and named Barbara Higgins, formerly of Walt Disney Co. to the job. They will have to meet selection, training, and quality control challenges if they are to reverse the reputation they have been developing.

Travel Headaches

I heard a commentary on the radio yesterday concerning the headaches travelers can expect as we head into the peak season. I had noticed that all the flights I have been on lately have had every seat full. The expert noted that my impression was accurate. He said that, after the airlines were impacted by 9/11 and the industry retrenched, it has been growing back. Traffic today is above pre-2001 levels. However, the number of aircraft were reduced, and they were replaced with smaller planes that are less expensive to operate. This means that there are more travelers with fewer available seats. No wonder all the flights are packed. Those of us who travel will do better if we understand that checkins will take longer, there won't be much room, and other people will be stressed. I just try to stay relaxed and then have a better experience. I hope you can do the same.

More Passport Clarification

We have been fielding a huge number of calls in the last three days about the passport regulations. People continue be confused. The key is to remember that the government needs to be able to guarantee that the person traveling is who they say they are and that they are an American citizen. Nothing has changed for any destinations but Canada, the Bahamas, the Caribbean or Mexico. Those were the places impacted by the changes implemented by the State Department in January, 2007 and are causing the backlog.

If you are planning to travel to one of those places, you still need to apply for a passport well in advance of your departure. If your passport doesn't come in time, you can download confirmation that you applied off of the State Department website. You can show that along with a government issued picture ID (driver's license) and official state issued birth certificate (usually with a raised seal) in lieu of a passport. We hear rumors that a notarized document attesting to your citizenship will work, but I am skeptical. In my experience, the government has rules and they adhere to them. It is safer to follow them exactly.

The key here is that it will take four weeks for the record of the application to appear on the government website. If you have expedited your passport, it will still take a week. This means that it will not be possible to apply and fly the next day. I keep wondering why more people don't apply before they know they want to go anywhere to avoid these problems. If you get a passport now you can avoid expeditors fees and then you will be able to take advantage of any opportunities that come along.

Today, the State Department suspended the regulation that travelers in the Western Hemisphere need a passport to reenter the U.S. because of the increasingly long processing times for passports. Since the change in regulations in January, air passengers have needed to apply for their passport as much as 16 weeks in advance or pay an expeditor to speed up the process. This suspension of the regulation is probably because elected officials have been inundated with complaints from constituents.

If you have already applied for a passport, you can now go to the State Department website and get a confirmation that it is in the works. To do this, go to the link below. Once you have your confirmation, the printed copy can be presented at customs, in lieu of the passport, along with a driver’s license or other governmental ID. Passengers to destinations other than Canada, Bermuda, the Caribbean, and Mexico, and those who have not yet applied, will still need to get a passport. The biggest benefits to this relaxation of the regulations will be the elimination of travelers' anxiety about processing times and expeditor fees.

http://travel.state.gov/passport/about/npic/npic_896.html

Travel Experts

The more I come to know this business, the more I understand there is to learn. Today we were very excited when a radio station called Robbert to interview him for the news. Robbert is well-respected by other travel agents and has a wealth of knowledge, so it is appropriate that he would be asked to explain difficulties travelers are having right now with passport processing. Hopefully more travelers will understand that if you expect to leave the U.S., you need to plan ahead and apply for your passport early. In fact, it would be a good idea for anyone who thinks they might travel to get the passport now. Your local drug store can take the pictures for under $10 and you can get the application at many post offices.

Passports are the buzz of the travel industry right now because the new goverment regulations have complicated travel. There is a big delay in getting passports because applications are up 40% over last year. And there are fewer people to do the processing. It just makes sense that it would talk longer. Going forward, the government is looking at ways to improve the process. One of the suggestions is to create a driver's license type identification document that would take their place. Here is an article about the debate:

http://www.travelweekly.com/articles.aspx?articleid=56615

Traveler Satisfaction

I just read an article about a study by J.D. Power’s concerning Airport Satisfaction. Power reported that after surveying more than 10,000 travelers, airport accessibility and baggage claim are the factors that have the greatest impact on satisfaction. With the new regulations about carry-on liquids, the amount of checked luggage is up by 10% from last year which undermines satisfaction levels because more people are being delayed. After 17 minutes waiting in line to check-in or waiting for luggage, satisfaction levels drop appreciably. It is obvious that increased security measures will impact traveler satisfaction. Of the large American airports, Dallas/Fort Worth (my home base) rates highest in customer service, Kansas City is number one in the midsize group, and Houston Hobby is tops among the smallest ones. Airports continue to search for ways to improve satisfaction among travelers while also ensuring their safety, but finding that balance will continue to be a challenge.

Passports and Child Support

The change in policy by the United States government beginning last January that Americans returning to the country by air must all have passports has caused big headaches for some people. Now, if you are leaving the US, you must have a passport and that means planning ahead because the turn-around time for passport applications is running between eight and twelve weeks or more. And, we have had several incidents in the office where people applied for passports and booked travel out of the country but were then denied their passport because they were behind on their child support. Our clients then had to come back in the office to change to a destination inside US borders while they straighten out their legal obligations. In addition, the penalties for changing the itinerary will apply unless they have travel insurance. It can be very expensive and disappointing for everyone.

Prepurchase Rail Passes

Sometimes I feel like a fly on the wall. I learn a lot from listening to the agents in our office as they talk to customers.

Yesterday I overheard a conversation with someone who is planning a trip to Europe and they were discussing rail service. I learned that pre-purchasing rail passes is advisable because there are discounts if they are booked before the trip and it protects against having them be sold out. New technology has made it much easier to book point-to-point trips well in advance. In the last few years, sales of European train tickets to North Americans booking their trips from here have increased almost 20% per year. With new high speed trains like the one from Paris that begins commercial service June 10, trips to more than a dozen cities in Germany, Luxembourg, Switzerland and northeast France will be even easier and more comfortable.

Getting the Most from Your Travel Agent

I just came across a wonderful article in “Travel Professional” magazine (the journal of the Travel Institute) about working with a travel agent. Since beginning to work in a travel agency I have newfound respect for the professionals around me. I now understand that their knowledge of destinations and ability to determine what the client wants and the best way to get if for the traveler is an important service. For complicated travel or when travelers do not have much experience, using a travel agent can save money, time and frustration.
http://www.thetravelinstitute.com/home.cfm?tn=standard&menuid=164&navids=27,164&pageid=38

Traveling and "Keeping it Real"

Today I am feeling a bit philosophical. Over the weekend I had a conversation with a friend who told me that he wouldn’t be interested in a vacation that was a cruise or tour because the experience wouldn’t be authentic. He has the view that if he went on an organized experience to a destination he would be herded around and he would not have the opportunity to have any kind of genuine experience of the location. I told him that, no matter how he goes, that will always be true.

I know that a big part of our business is selling organized trips, and I confess that is not the best way for everyone to explore a new locale, but it is not because you get a more “authentic” read on the culture when you go on your own. In physics they talk about the “uncertainty principle” which is found in the social sciences too. It says that the act of looking at something alters it so it will not be the same as it was before it was observed. (Teachers know that their class is different when the principal visits.) Anyway, when outsiders come into a place, it changes the place. It is inevitable. So, if you visit, it isn’t the way it usually is. That is true whether you are on a tour or alone. People act differently when you are there.

And, do we want it to stay the same? If you go into a village, do you want to eat and sleep as the natives do? Some people do, but most don’t. The reasons to use organized travel (tours or cruises) is that the travel company knows what other people have enjoyed about the place and have the where-with-all to provide it. They know which places and people are likely to be interesting to you and they can make the arrangements. If you go into a new place by yourself, you have to ask around and still may not find what you would have enjoyed. You may also have some uncomfortable or threatening experiences.

The best part of organized travel is the huge variety of experiences available. The smaller your group and the more customized the activities, the higher the cost. But, there are experiences for everyone. It surprises me that there are now so much variety in the kinds of vacations people can schedule and afford. Just remember that no matter how much anyone tries to “keep it real”, as soon as we start viewing something, it changes it.

When I accepted my role as Marketing Manager for a travel agency, people were surprised that this was such a thriving enterprise. To be honest, so was I somewhat. As I have begun to learn about the industry, however, I have become convince of the advantages of using a travel professional. And the word on the street is that the industry is growing. Why? Because people value the expertise and the time savings that a travel professional offers. In addition, like many tasks you can do yourself (your taxes, sell your house, etc.) an experienced, trained professional can insure success and minimize problems. June’s issue of Smart Money has an article that eloquently makes the point. I invite you to read it.
http://www.smartmoney.com/mag/index.cfm?story=june2007-travel

Travel to Canada

The other day, one of my friends remarked that a colleague recently had a difficult time being allowed into Canada on a business trip. As a young man he had been convicted of destroying property when he and some buddies were inebriated. Unfortunately, Canada's restrictions against entry of anyone convicted of a crime resulted in a long interrogation at the port of entry. Ultimately, the Canadians decided to let him enter "this time", but warned that he would probably be barred from future visits.

The word is that this is a frequent situation. It isn't that the rules have tightened up, but that communications between authorities in the US and Canada have improved. Now, in addition to needing a passport to get back into the US for almost any destination, you need to be aware that regulations are being enforced. If you have found yourself crossways of the law at some point in your past, the advice is to notify the Canadians well before you travel and provide them with information. In this case, fifteen years had elapsed since his boyish pranks, but it remains on his record. He was totally surprised about his treatment as an undesirable. Today he is an professional business person. When I mentioned the incident to our travel agents they all told me that they advise travelers about things like this. It was news to me.

Something interesting happened on the flight home from our trip to Cancun that is worth sharing.

Our flight was delayed and, with the extra time, one of our group members kept going back to the duty free store to get more perfume as gifts. That was fine for getting on the flight, but she only had a carry-on bag and had to transfer once we landed in Dallas. Unfortunately, she could carry the bottles on the flight from Mexico, but not onto the next domestic flight because they contained more than 3 ounces of liquid. All her perfume would have been confiscated. Luckily someone else who lives in Dallas plans to be in her part of the country next week and offered to take her purchases. They will bring them when they come. Unfortunately, though, her mother will have to wait for her Mother’s Day present.

Despite the fact that we are travel agents, none of us had considered this because the airline regulations keep changing. Also, the merchants at the duty-free shop lied to people about how many bottles of liquor can be brought in without paying duty when you get to the States. If you go out of the country, you can only bring back one liter of alcohol without paying additional duty. To make sure you know what the regulations are, you can go to http://www.cbp.gov/xp/cgov/travel/vacation/kbyg/

Back from Cancun

We returned from our visit to Cancun yesterday afternoon. It was a fabulous trip. We had more than thirty other travel agents with us visiting the sites and various resorts. We ate very, very well and spent time in extremely lovely, romantic locations. All of this was intended to give the agents information that they can use when they help their clients make travel decisions. If the agent knows what the traveler enjoys and wants to experience, they can help to tailor the schedule to meet their desires. This means that agents have to know what the location has to offer.

We toured a number of resorts around Cancun to see their amenities (WOW!), and ate meals in many of them. The food was fabulous, the beaches are lovely, and the pools, spas, restaurants, and rooms are beautiful for anyone looking for a relaxing get-away from home. Because there had been a devastating hurricane several years ago, all of the buildings are completely new or totally refurbished. Everyone spoke English, most places are all expenses included, and I never changed any of my money into pesos because dollars were accepted everywhere we went. I think we all learned a lot that will be useful as we try to help our clients plan the perfect vacations.

Preparing for our trip to Cancun

I put in a long day at the office today. We are trying to make the arrangements to ensure that our group has a wonderful time with no problems. That should be easy. In talking to the resorts it is clear that they are accustomed to providing all the amenities for all kinds of groups. While we are there we will tour a lot of resort properties, play on the beach, and hear presentations to help us facilitate matching the traveler with the right excursion. We will even have an optional opportunity to soak up the sun, see more properties, have an adventure excursion, or visit the archeological site at Tulum. I can understand why Cancun is one of the most popular destinations for Americans to get away. There are so many different things to do.

Going to Cancun

I have been reading about the resort where we will be staying in Cancun. It is called the Paradisus Riviera Maya and is a half hour south of Cancun on a stretch of beach that is compared to the French Riviera (hence the name.) The facilities sound lovely, with terrific amenities and opportunities for enjoyment for all ages. For myself, I am looking forward to seeing what the properties have to offer, but I will also enjoy seeing the nearby Mayan ruins. I am not much for sitting by pools or beaches, or hanging out in clubs (which are in abundance), but love to see historical sites or experience culture. It seems that this is a good option for all kinds of travelers.

Airline Fees and Cancun

Yesterday I overheard one of our agents who was scheduling travel for a customer on the phone mention that there was a $10 extra charge to reserve a seat assignment. That surprised me and I went online to find out more. That led me to an article in CNN Money.com. It discusses all the new fees that are being added by the airlines. It is pretty interesting reading. The address is http://money.cnn.com/2007/04/30/pf/airline_fees.moneymag/index.htm?cnn=yes

From there, I followed the link to the "7 Amazing Travel Secrets" at the bottom. More valuable information for travelers. Check it out.

Today I am busily preparing materials for our outside agent’s retreat in Cancun on Wednesday.

One of the important parts of our business is the support we offer independent contractor travel agents. These home-based agents pay a fee and benefit from our relationship with suppliers and ticket software suppliers. We also do much of their accounting and help them resolve customer service issues. This trip is an appreciation gift to them, but also an opportunity for them to see properties in Cancun and learn more about vendors and efficient business processes. I am looking forward to seeing what Cancun has to offer for the first time and to getting to know many of our outside agents.

I will share what I learn on the blog.

“All About Travel by Kay”-- First Blog

At my age, it seems strange to be using as much technology as I do, and now I have decided to create a blog. It wasn’t so long ago that I didn’t even know what a blog was. This is my very first blogging experience.

Let me introduce myself: my name is Kay and I have decided to host a blog forum about travel. I have couple of reasons for deciding to do this—last year I retired from one career and now I am embarking on another one. The best part is that my new business is something I have always enjoyed—TRAVEL. And the company is in the Dallas area and we provide travel arrangements for people like me. My paid job is to help get the word out so that the individuals who would like the information will have it. How perfect is that !?! I love to travel and talk about travel, and now it is my job! As a result, I will have access to all kinds of interesting travel facts and resources. I have decided to share that with you using a blog.

So, this is my first post. In my job I will be reading a lot about travel and the travel business (as well as doing a fair amount of traveling) and as I learn about all this, I plan to make that information available to anyone who wants to read it.

I invite you to participate, but I would like to establish a couple of ground rules. This blog is being established in order to have a civil discourse about the topic of travel. Let’s avoid slandering anyone or including any vulgarity. This is a PG rated site. I expect that we might have differences of opinion, but let’s keep it polite.

This is good for both of us. As I share what I learn, you can give me feedback or add extra information. Then everyone benefits. I expect to add further posts frequently and I hope you will check back during the week to see what’s new. This will all be more fun if you contribute too. For instance, why don’t you begin by asking anything you want to know about travel. I will try to find the answers.

Happy Traveling!