Advertising standards 22/01/2009
Dear Alex,
Do you agree that one of the biggest marketing ploys in the airline industry is the introduction of new business class seats? Swiss is currently touting its new seats for introduction in spring 2009 – in reality the fleet might not have 100 per cent configuration until 2011. American, United and a good many others play the same game. So in my opinion it is absurd to be even talking about the product because a passenger has only a slim chance of getting the new seat.
Gerhard Mueller, Zurich
Advertising standards 22/01/2009
Dear Alex,
I agree with Allan Damian’s remarks about airlines advertising new seats and then not honouring them (see Ask Alex, September). A similar situation has happened here involving ANA’s domestic services.
ANA had been advertising a new Premium Class (which provided a larger seat) with higher fares. It claimed the new seats would gradually be fitted on its domestic fleet.
ANA didn’t install the seats on any domestic route for six months yet it continued to charge a higher fare.
As a result, ANA was swamped with complaints from business people and our Fair Trading Commission (FTC) warned the airline about its conduct.
What do you think about this?
Hiroaki Suda, Tokyo, Japan
Communication breakdown 18/11/2008
Dear Alex,
My experience of flying from London to Johannesburg last Christmas will be of considerable interest to readers everywhere.
I booked a first class electronic Star Alliance RTW (round-the-world) ticket with the journey starting in Zurich on December 23. On the same day, I had booked a connecting flight to Zurich from London with British Airways.
But when that day dawned, the south of England was covered in fog. Most short-haul flights (like my connecting service to Zurich from London City) were cancelled, although some long-haul services were due to operate, including SAA (South African Airways), which flies non-stop from Heathrow to Johannesburg.
Due to the general chaos that day, I couldn’t contact Swiss by phone (even though I tried over a period of at least six hours) to advise them of my predicament. However, I managed to reach SAA which, like Swiss, is a member of Star Alliance.
SAA (which is based at Terminal 1) offered me a business class seat provided I could get my ticket electronically endorsed over to them by Swiss at Terminal 2. In the event, that was impossible. Due to the chaos that day, T2 was barred by security men and closed to everyone unless they could prove they had a flight which was being called from that terminal. No amount of pleading would persuade them to let me in.
Subsequently, over at T1, SAA telephoned all known numbers for Swiss but their calls went unanswered. As it was a Sunday, I couldn’t contact my travel agent. I therefore had to pay SAA £3,607 for a one-way business class ticket to Johannesburg.
Swiss does not deny it cut off communications on December 23 but claims that a) it was doing its best to deal with passengers in person and b) in any event this was caused by “force majeure”. So far, Swiss has not settled my claim for the cost of the new ticket I had to buy. Can you get any sense out of them?
Robert Crichton, London
Hong Kong-Bangkok 18/11/2008
Dear Alex,
I regularly fly between Hong Kong and Bangkok with Thai Airways. Recently, I tried Emirates but found this carrier wasn’t in the same league. The service was much slower. I had to wait 95 minutes before being offered food or a soft drink.
I had to ask specifically for an alcoholic drink because the flight attendant told me: “It’s not company policy to offer drinks on this route.”
Is this the best one of the world’s top airlines can offer?
Neil Appleby, Hong Kong
Check and check again 25/09/2008
Dear Alex,
Last spring I booked online with LOT Polish Airlines to fly from Wroclaw to Milan via Warsaw. I verified the dates and flight itinerary on my PC, paid for the ticket and printed out the confirmation. However, I admit I then neglected to read the printed confirmation.
When I checked in for my return flight at Milan Malpensa, the agent told me that my return date was a month later than I had booked.
LOT wouldn’t change the ticket so I had to buy another one to get home. While this was taking place, another LOT passenger was having a similar problem with his online booking.
I have asked LOT for a full refund because of a fault in its booking system, but the airline will only offer a partial refund and this does not cover the cost of the new ticket I had to buy. Your comments please.
Andrzej Wojtas, Wroclaw, Poland
Mumbai transfers 25/09/2008
Dear Alex,
I am travelling economy class from London to Hong Kong this month (October) and the cheapest flight I can get is with the Indian carrier Jet Airways, which will involve a change in Mumbai.
In your editorial coverage of Jet, you really rate this airline. So would you consider this a viable routing?
Darren Jeacock, London
Cancelled trip 25/09/2008
Dear Alex,
I have gold-tier status with Emirates’ Skywards loyalty programme and I redeemed some miles to fly from Dubai to Los Angeles and back in first class on October 1 (the original date this new route was due to commence). Now I’ve been contacted by Emirates who say they have delayed the start date of the Los Angeles route, so I cannot make the trip. Is there anything I can do about this? Do I have any rights?
Sanjay Amarnani, Dubai, UAE
Boiling point 19/06/2008
Dear Alex,
I am a gold card holder of Qatar Airways’ loyalty scheme and recently flew economy class from Abu Dhabi via Doha to Kuala Lumpur with my family. As it was a surprise destination and we are fond of trying out various cuisines, I placed a special meal request. I asked Qatar that a Malay meal be provided but these particular meals never appeared on the flight.
Cabin staff said they hadn’t a clue where the meals were and this was despite me showing them copies of the written confirmation. So we had no option but to settle for the regular food which, by the time it was served, was cold.
I contacted Qatar about this matter upon our return but the airline has brushed off my complaint with platitudes. How do I get a better deal for this inconvenience?
Melwyn Rodrigues, Abu Dhabi, UAE
Starwood loyalty 19/06/2008
Dear Alex,
I want to boost my points for Starwood’s SPG loyalty programme so I have chosen to book the Grosvenor House West Marina Beach hotel in Dubai. This property is linked to the Le Méridien chain, which in turn, is part of the Starwood hotel group.
But according to the Starwood website, this property does not participate in SPG (Starwood Preferred Guest). Almost all the other Le Méridien hotels around the world accept SPG members and give benefits, so I wonder why this particular one does not.
I asked SPG’s office in Cork, Ireland for an explanation but nobody was able to tell me. Can you help?
Andrew Bracewell, London, UK
Round the world tickets 19/06/2008
Dear Alex,
I have booked an economy class Star Alliance RTW [round-the-world] ticket.
Does the luggage allowance still remain two pieces when flying from the US to the UK? I am arriving at London Heathrow with United then connecting with Bmi to Glasgow.
Henry Goh, Singapore
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