Our consumer editor Alex McWhirter answers your travel queries.
Simply email editorial@businesstraveller.com. Please note that due to the popularity of Alex's advice, we cannot guarantee a reply to every query.
Points problem 29/08/2010
Dear Alex,
I am a silver member of Krisflyer, Singapore Airlines’ (SIA) loyalty scheme. Last March I flew business class between Indonesia and Brazil via Singapore and Frankfurt with SIA and Lufthansa.
When I checked in for my return flight LH9829 between Sao Paulo and Frankfurt, I was surprised to find the Lufthansa code changed to one of TAM’s [a Brazilian airline that is now a Star Alliance member]. However, the agent assured me I would get my points and so my Krisflyer details were entered in the system.
I now learn I will get no points for this sector. When I complain, all I’m told is: “Sorry, that’s the way it is.” Can you help?
Emmo Italiaander, Jakarta
Terminated baggage 29/08/2010
Dear Alex,
I live in Thailand and for the past 12 years have been flying between Bangkok and the US. I recently had the sad experience of my US carrier, Delta Air Lines, terminating its baggage agreement with my international airline, Taiwan’s Eva Air.
It means that after flying from Bangkok to San Francisco via Taipei, I must reclaim my bags on arrival and pay extra baggage charges. As a result, I will continue to fly Eva Air because of its excellent prices and service but discontinue using Delta.
How can passengers ensure their bags get checked right through?
Rebecca Lomax, Bangkok
Which seat when? 29/08/2010
Dear Alex,
I recently flew with Korean Air (KAL) between Tel Aviv and Seoul. On both legs the A330 aircraft had the old “cradle-style” business class seat.
I am curious about how an airline decides on which route it will allocate its newer lie-flat seating. Each of my flights took more than 11 hours, which certainly qualifies as long-haul.
As KAL is the only Asian airline serving Tel Aviv, I can only assume it’s because of a lack of competition. Am I right?
Richard Barr, London
False economy 06/07/2010
Dear Alex,
Earlier this year we booked a short trip to Phuket with Jetstar [from Singapore]. After a great time we arrived back in Singapore only to find that the airline had lost our suitcase, which contained all our summer clothes (we each had to purchase a fresh set) and gifts for family members.
Three days later the missing case arrived but it had been opened and some of the contents was missing. Please inform your readers that you may save [money] when flying with a budget airline but, equally, you can lose out when your suitcase goes astray.
Bruno Hoflich, Midland, Ontario, Canada
Ash crisis 06/07/2010
Dear Alex,
[Because of the volcanic ash situation in mid-April] my wife and I were delayed for five days in Brisbane, facing hotel and other associated costs. We held business class tickets [the journey originated in Spain] with Cathay Pacific from Brisbane to Frankfurt via Hong Kong. From Frankfurt we took Iberia on to Madrid and, finally, to Mahon in Menorca.
When flying to the EU, an EU airline has an obligation to compensate passengers under rule 261. But what is the situation when connecting from a non-EU carrier [Cathay Pacific] to an EU one [Iberia]?
Do we qualify for any reimbursement? I would add that the local Cathay office in Brisbane was superb in trying to rearrange our flights.
Richard Martin, Menorca, Spain
Baggage blow 06/07/2010
Dear Alex,
Late last year I booked with the South African Airways (SAA) website (flysaa.com) to fly from London Heathrow to Walvis Bay via Johannesburg. I used SA Express for the sector between Johannesburg and Walvis Bay.
For this trip I expected to be granted Star Alliance gold benefits, which include [an extra 20kg] baggage allowance for both the international and domestic flights. But I found that SA Express would not honour this higher allowance, so I had to pay excess fees. Nor does [SAA regional partner] Airlink. Why can’t SAA’s website spell out exactly what passengers are entitled to?
Peter Rejchrt, London
Misplaced upgrades 31/05/2010
Dear Alex,
How does the free upgrade system work? Last April I was booked on an Emirates flight between London Heathrow and Dubai. The flight was overbooked and a number of passengers got upgraded.
One, a Skywards silver member, was offered an upgrade to first.
But the offer was not extended me to me even though I am a gold member and a very frequent traveller. It seems my loyalty to Emirates is misplaced.
Bashar Jazmati, London
Booked out 31/05/2010
Dear Alex,
Last March I attended a trade show in Hanover and booked and prepaid e310 for a room at the Marriott Courtyard. On the evening of my arrival I called for directions, only to be told the hotel was overbooked and that my reservation had been switched to the Maritim.
I drove to the Maritim but on arrival found this property was not up to the same standard. When I called the Courtyard to point this out, staff in guest relations apologised but said there was nothing they could do.
This experience stunned me as I have never been “bumped” by a hotel before. I belong to Marriott’s Rewards scheme and, although not an elite member, make several stays a year with this chain.
After I wrote to Marriott Rewards about this experience, I received 5,000 points and another apology. So my questions are – is there any recourse with a hotel in a situation such as this? And is there anything else I should have done at the time?
Russ Shaw, London
No refunds 01/05/2010
Dear Alex,
In February I attended a trade show in Barcelona. I got there by taking US Airways to London using my frequent flyer miles and then buying a separate ticket to Barcelona with British Airways.
My flight US728 was due to depart Philadelphia at 2115 and reach London Heathrow the next morning at 0925. From here I was taking BA474 to Barcelona at 1125. But US728 was delayed departing Philadelphia because the catering firm was late in delivering food to the aircraft. By the time I reached Heathrow it was 1020 and, because I was not through-checked to Barcelona, I had insufficient time to make the transfer. I had to buy a fresh one-way ticket in business class for the next flight [BA480 at 1420] as economy was full. This cost me US$1,197.
Do you think US Airways will refund the cost of the British Airways ticket bearing in mind its catering company was at fault for delaying the departure from Philadelphia?
Antonio Massa, Philadelphia
Old favourites first 01/05/2010
Dear Alex,
I am an [Executive Club] gold member and this December I am using my BA miles for a business class flight from London Heathrow to Hong Kong.
Business Traveller recently reported that Qantas [a fellow Oneworld alliance member] might soon scrap first class on this route with “favoured” passengers being seated in the old first class cabin.
It means Qantas appears a good choice for my trip, but how could I secure an allocation in the former first class cabin where the seats have the fully-flat bed?
Albert Yuen, London
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