When you are at the airport, on the subway, or even at the mall, have you ever wondered who the woman behind that voice you seem to hear everywhere looks like?

Believe it or not, she’s not a computer or a digitized voice…she’s Carolyn Hopkins, an unassuming lady from northern Maine. CBS News recently did a profile on the woman behind the message.

http://www.dailymotion.com/videoxmbs9nVideo Courtesy: CBS NEWS

Now you know! Cheers!

2011 has been a turbulent year in the airline industry, especially overseas.  Just in the past couple of months, Air France and Qantas have been hit by labor disruptions.  For the unprepared, this could spell disaster on top of disaster if you aren’t keenly aware of what your rights are when it comes to rebooking or getting reimbursed for your paid tickets.

Here are some helpful points to consider…

Every airline has what they call their “Contract of Carriage,” which is the basic contract that every passenger agrees to abide by when they purchase their ticket.  “What contract?” you may ask?  Well, believe it or not, just as with most anything these days, we are subject to the rules, regulations and restrictions that a business will abide by, should all hell break loose.  We usually don’t give it a second thought because most of us can’t be bothered with the details.  It’s like that long list of legalese that we skip through and click “Accept” automatically when you install a piece of software on your computer: you have the chance to read it, understand it and decide whether or not you are willing you “accept” the terms of the agreement or not.  Most of us (me included) never take the time to understand these contracts, and just impatiently tap the “Accept” button on the screen and move on with our lives.

It is the same when purchasing airline tickets.

Most airlines these days will consider a job action against the carrier as a Force Majeure event, thereby releasing themselves from any further responsibility to handle a customer’s need to rebook or be reimbursed for the loss of their ticket.  Having said that, as a high-profile consumer business, most carriers will try to work things out with you, try to get you rebooked, or refund the price of your ticket to you – but understand that they are under NO OBLIGATION to do so!  They will most likely do it in order to avoid any further “bad press” since they will likely lose future business for a time long after the strike is over.

During the strike, things will be quite dicey, to say the least.  Phone reservation agents and ticket counter customer service personnel will be stretched to beyond capacity, and no doubt hold times on the phone and extraordinarily long lines at the airport will be the norm.  Personally, as a high-mileage frequent flier, I would strongly urge people to reestablish a personal relationship with a trusted travel agent (yes they do still exist!) because they have connections that the average traveler simply doesn’t have and they are in the business of handling all sorts of issues, including getting you rebooked or restored financially if a strike were to occur.

For those who choose to do things for themselves, your options are somewhat limited.  It’s important to read all press releases that the air carrier publishes regarding the situation.  Get subscribed to their Twitter feeds, “Like” their Facebook pages, and if you are a frequent mileage member of the airlines, know the contact information (toll-free numbers, email addresses, etc.) to stay up-to-date about what to do when your travel plans are disrupted by the strike.

While the air carriers in the U.S. are now subject to the Passengers Bill of Rights Act, foreign carriers have no such restrictions and trying to be reimbursed or re-accommodated on one of these airlines can be very tricky.  Utilize the same tools as you would with a U.S. airline.  Plus, many foreign carriers have travel offices in the major U.S. cities so make sure not to forget this option.

There may also be a small silver lining to an airline that has been through a labor dispute.  Immediately following the end of a strike, an airline may drastically reduce their airfares in order to get back the business they lost.  Chances are that you may find some stellar travel deals on a recently grounded carrier.  As always, use caution and stay informed regarding the airline’s financial stability.  Most foreign carriers receive some sort of governmental subsidy, especially if it’s the only airline representing that country.  National carriers are less likely to flounder than a “free enterprise” airline, so keep this in mind.

Lastly, understand that an airline that is experiencing a labor action against it has very few obligations to help you out while it tries to iron out its troubles with their unions.  Check with other airlines that may honor your paid ticket or give you credit for your ticket towards a ticket on their carrier.  Sometimes, airlines have back-room agreements with competitors to handle each other’s passengers in times of trouble, but these are rarely made public knowledge.  It never hurts to ask or try to rebook.  Give it a shot, if you find yourself in this sticky mess.

Above all, take a moment to read your airline’s “Contract of Carriage” carefully.  Many times, it will spell out what you can and cannot do or expect the airline to do for you in these situations.  The more knowledge that you arm yourself with, the more “mileage” you may get when the airline is floundering!

It’s beginning to look a lot like…wait!  Stop!  Not yet! It CAN’T be that time of year already…

That’s what you try to tell yourself as the hair on the nape of your neck starts to rise.  That knot in the pit of your stomach starts churning and you’re already wishing it was January 2^nd!

Anyone who has had the “pleasure” of traveling during the holidays can empathize with those feelings.  But with a little preparation and education, not only can it be survivable, but you can actually save a few years on your life with the reduction of stress that you will feel if you are properly equipped with the right knowledge

So let’s start with the basics:

Buying Your Ticket

If you haven’t purchased your airline tickets by now, the pickin’s are getting pretty sparse.  With the tremendous increases in jet fuel over the past 13 months, and the lack of a bounce back for most people in this economy, the airlines have been doing all they can to reduce their losses by tightening up available seats, especially domestically in the U.S.

All is not in vain, however.  There are many sources one can utilize to find last minute deals and teaser fares put out by various airlines.  If you are reading this blog/article, you are probably tech-savvy enough to use these tools to getting a great deal on airfares.  Two places that come to mind rather quickly are through Twitter and Facebook.  All the major airlines in the US and abroad have active Twitter streams and “breaking news” about these special deals are usually “tweeted.”  Check out @JetBlueCheeps and @BoardingArea, among others.  If you are on Facebook, make sure to look up the major airlines and “like” their pages to get notifications on special air fare sales.

If you are particular about where to sit on the plane, you should be familiar with how seats are laid-out and numbered on your particular flight(s) and in the cabin of choice you book.  SeatGuru.com is an excellent resource to reference when booking your travel.

Keep in mind that although you have a confirmed seat, your seat assignment is not always guaranteed.  There are a few factors that may affect your seat assignment, such as cancellations, or more frequently aircraft configuration substitutions.  The gate agents will do their best to accommodate you, but be advised that their ability to match what you originally booked may be quite impossible.  If you are travelling with a group or family and this happens to you, it may be a little more difficult to accommodate, so ask the crew onboard for assistance if the agents are unable to help.  Many crew members will do their best to help get this squared away, but again, be patient and let them do their jobs.

Also, remember that every airline has a “zero-hour” timeline (check with your specific carrier) and checking in for your flight after that deadline can result in your seat assignment being forfeited…and if you are running really late, you may end up losing your confirmation on that flight altogether, which means going “stand-by” on the next available flight (next “available” doesn’t always mean the next flight – it could literally mean the next flight(s) that have seats available to accommodate you on.  Also, keep in mind that the airlines have a ranking system for stand-bys which place those needing accommodation on the list based on price paid for the ticket, mileage status, etc.  It is rarely “first come-first served.”

Arriving at the Airport

Airports during the holidays are usually chaotic at best.  The better prepared you are before getting to the airport the smoother things will go for you.

I will make one disclaimer here:  The Transportation Security Administration (TSA) has the right to search any bag and conduct a personal pat-down search of any passenger wanting to gain entry into the secured zones of the airport, regardless of mileage status or job title.  Even crew members are subject to this rule.  However, the TSA has begun to make a few significant changes to make things easier for most travelers.

First off, they have relaxed the rules for children 12 and under with regards to security screening.  Kids can now go through the scanners without the need to remove their shoes.[1]  13 and older will still be required to remove their shoes before going through the scanners, for now.   TSA is currently testing equipment that will automatically scan shoes as a passenger passes through the scanners, but those are not ready for use during this year’s holiday madness.  The TSA does provide an excellent resource regarding the screening process at the airport with kids, including instructional videos and links to other important and pertinent information you may find helpful (you’ll find the reference for the site at the bottom of this article.[2]

If you are bringing a jacket with you, including suit coats, windbreakers and sweaters, you will be asked to remove them and place them in a separate container on the scanner belt.  All shoes and boots must be removed and scanned separately as well.  Larger metal jewelry and belt buckles tend to set off the alarms; be proactive while you are in line and remove these items from your person in advance so you are ready to go when you approach the belt.  It will help move things along much quicker and the folks behind you will appreciate your consideration too!

Remember that TSA still limits liquids, aerosols and gels to 3 oz. travel containers, and the entire amount of these items must fit in a single QUART-sized Ziploc™ container.  Partially filled containers of a larger size (more than 3 fl.oz.) are not allowed and WILL be confiscated by the TSA at the checkpoint.  So refrain from bringing your $200/bottle perfume that you’ve had for years in that 4.5 oz. bottle!  They WILL take it!

ALL laptop computers and large electronic devices are subject to special screening and must be scanned separately from all other carry-ons.  Laptops contained in those handy neoprene slipcovers may be left in them, so long as there are no other items (like papers, writing utensils or power cords) contained in them at the same time.  If you DO put other items in those pouches, remove them prior to placing it through the scanners.

Travelers with pace makers, artificial limbs, and internal metal medical devices (metal plates, joint replacements, etc.) should notify a TSA agent prior to entering the scanner.  They can usually take you to a side area and conduct a special screening for your case.

For those of you who virtually LIVE on an airplane, the TSA has implemented its “Trusted Traveler” program, in cooperation with Customs and Border Protection (known formally as “TSA Pre-Check”).[3]  Currently, only American and Delta Airlines are part of the pilot program, however, anyone can apply for the program by simply filling out the application at the Global Entry website[4] and pay the non-refundable $100 fee (this covers the extensive background check and interview each applicant is required to go through).  There was no current information regarding turnaround time for acceptance in this program, but successful applicants are allowed expedited access through security checkpoints, and are allowed to keep shoes and light jackets and sweaters on, keep belts on, go through a fast-track security line, and are able to keep their “3-1-1” compliant liquids and gels inside their carry-on bags when they are screened at the checkpoints.

No matter which airline you fly on in the USA, the Federal Aviation Administration (FAA) has recently limited ALL passengers to ONE (1) piece of luggage, and ONE (1) personal item, including a purse or briefcase – that’s only TWO items, not three as used to be the case.  The airlines are required by FAA to monitor this and can, at any time, require you to check your bag(s) to your final destination.  Most airlines are now charging to check bags ahead of time (some will give you a discount on this fee if you do it online prior to coming to the airport).  Also, check into the airlines’ frequent flier programs as many will allow you one free checked bag with either their mileage program or by applying for and getting their frequent flier credit card.

Checking Luggage

Most people dread the thought of checking their luggage with the airlines for fear it will be lost, misdirected, ransacked or damaged in the process.  While these things do happen on occasion, the airlines have actually made great improvements and strides to keep your luggage with you at every step of your journey.  Many of the major airlines now have your luggage scanned at every leg of the process with specialized barcodes on each bag that are tied directly to your ticket and can be traced quite efficiently.

When and if it does happen that your bag doesn’t arrive at your destination, it is important that you have the right information to give the airlines to help locate that stray bag.

One of the simplest things you can do is to have your name, address and contact phone number attached to the bag outside, and a duplicate of the information located in a prominently placed location inside the bag.  I would also suggest placing a copy of your travel itinerary inside your bag along with your personal contact information.  That way if your bag ends up in Portland, Oregon instead of Portland, Maine, the baggage agents can get your belongings to you that much quicker.

You might want to consider a luggage concierge service to handle the bags for you.  These services have special rates with companies like FedEx and UPS to get your bags to you.  If you are going to pay a fee for your bags anyhow, why not try one of these door-to-door services instead?  One example is LuggageForward.com.  You can track your bags via their website for free and you will know exactly where it is and when it will be delivered.[5]

On the Plane

Everybody is in a rush to get where they are going with the least amount of angst or delay.  Civility is rare to find under these circumstances and people’s tempers can be ‘hair-triggers’ these days.  Most airlines offer pre-boarding as a courtesy to its disabled and/or frail passengers.  Not every airline, however, offers pre-boarding for families with small children.  Check with your carrier for their specific policy.

The overhead bin space is SHARED with every other passenger on the plane.  There is no imaginary boundary line where your bag HAS to go in the bin directly above your seat or across the aisle from your row.  Most airlines will not allow economy passengers to stow bags in business or first class overhead bins unless all passengers in those premium cabins have been accommodated.  Crew members have been known to remove bags that are stowed in these cabins by ‘entitled’ passengers who stow their bags over the first row they come to, and then proceed to the aft section of the plane.  Don’t risk it…stow those bags at or near your seating area when boarding.

Not all aircraft have closet space.  Many airlines have either removed them from the cabins OR they have down-graded the equipment to regional jets that don’t have these amenities.  If you are insistent on bringing your large guitar case aboard, don’t be surprised if the airline has no extra room for it and requests that you gate check the item.  And as a courtesy to the crew, don’t assume that they can make accommodations for that large item, even if they do have closet space.  During the holidays, odd-sized items will fill these spaces quickly, and alternatives will be required if you board later in the process.

This may sound elementary, but think about WHAT you need from your carry-on bag and remove it before getting on the plane.  One of the most aggravating delays during boarding is a passenger who insists on getting into the aisle and reaching up for an item out of their stowed bags while other passengers are still trying to board.  It holds up the entire process and may delay your flight if multiple people begin to mimic your actions.

Another pointer I wish to disseminate is this: if you think you need to use the lavatory facilities when you get on the plane, better to use the restrooms in the terminal prior to boarding.  Trying to use lavatories during the boarding process, especially on a single-aisle aircraft or a regional jet can prove tricky and can cause undue delays during the boarding process.

Unless you are traveling in a premium cabin, most U.S. carriers no longer supply blankets, pillows or headphones.  Make sure that if you need these items while traveling that you pack them in your carry-ons.  Mothers, make sure you bring extra items for your children, including formula, baby food, snacks and diapers.  Most airlines use standard mini-stereo jacks for their in-flight entertainment systems.  Check with your carrier for further information.

Also keep in mind that most carriers don’t provide meals or snacks for free.  Depending on the length of your flight, there may only be a beverage service available.  If there is some snack or food service, most carriers now charge for these items in economy class and usually cash is no longer accepted.  Most will accept all major credit and debit cards for purchases.  Inquire in advance, or remember to make a food/beverage purchase in the airport prior to boarding.

********************

Those are just some quick tips for getting you underway with the least amount of headaches.  Follow these guidelines, and your trip will be easier and more relaxed.  If you have any tips, tricks or suggestions that you might add to these, feel free to share them!

Safe and happy travels!

[1] Chicago Tribune, Home—Airport Security Section, “TSA Gives Children a Break at Airport Security,” October 10, 2011, Jon Hilkevitch, http://bit.ly/udlPzi

[2] TSA.gov, For Travelers Section, “Traveling with Kids,” http://1.usa.gov/sGwnwg

[3] CNN.com, CNN Travel, “Program could shorten wait at airport security checkpoints,” CNN Wire Staff, October 4, 2011: http://bit.ly/rNUdoa

[4] GlobalEntry.gov, Trusted Traveler Network, http://bit.ly/sYeQMc

[5] See LuggageForward.com, http://bit.ly/u6cmOu.

Is it time for a new paradigm shift in airline traveler etiquette?

After reading Christopher Elliott’s piece on the seeming growing trend of passenger meltdowns and misbehavior[1], I did a little thinking about my own experiences, especially in the past 10 years.  Here are a few observations…

When I began my career, the “Tech Sector” bubble hadn’t yet burst.  If you recall, there was a period of time when anything and everything that had anything to do with either computers or the Internet was considered golden.  If you were to tell a Wall Street investor that your private company concentrated on developing anything for the tech industry, be it hardware, software or services, and you tacked on the initials “IPO” (initial public offering), it was almost a certainty that you’d be an overnight millionaire.

Soon, these “new money” guys and gals were living the high life, suddenly able to afford “McMansion” homes, bad-ass sports cars, baubles, bangles and very expensive beads.  They could take expensive vacations; they could buy second homes in the Caribbean or in other island paradises.  And along with that newly discovered freedom was the ability to purchase an airline ticket – at full fare, no less – in the first class cabin.

Precipitously, these new “golden children” (most of them in their early to mid-twenties) were taking over the premium cabins on airplanes and just like an army of ‘Little Lord Fauntleroy’s’ began making demands of the airline personnel that seemed to be out of place from the classic first- and business-class travelers of before.  These young tech aristocrats would haul their brood of children into these premium cabins as well, expecting the crews to yield to their every whim. It was amazing how the environment had evolved.

Before long, the seasoned premier travelers began to raise concerns about the misbehavior of this ‘new money’ generation.  There were many times when some of my best customers would approach me and ask if there was anything that could be done about the quickly growing trend of bad behavior.  At first, I would make an attempt, trying to be diplomatic without being presumptuous, but it wasn’t long before it was clear to me and everyone else around that these folks were ‘entitled!’  “It’s not my child who’s the problem, it’s that crusty old windbag’s problem” (that is an actual quote from one woman I dealt with when her two brats, seated in first class, wouldn’t stop fighting with one another, while she and her husband sucked down as much champagne as we would allow them to drink).

After the tech bubble exploded, there was a short period of time where crews found a bit of relief, but it wasn’t long before those same people, now forced to travel in economy, brought with them the same attitudes and expectations as they had in the premium cabins.  Soon, other travelers followed suit and before long, it seemed everyone had joined in the fun!

As much as I hate to admit it, 9/11 brought about a swift 180° in passenger attitudes about airlines crews.  All of a sudden, people were polite; they empathized with us, and they cheerfully did whatever was asked of them.  There was a small reprieve from the selfish, entitled self-centeredness that had been growing exponentially.  But the public (especially the travelling public) has a short memory and within two or three years, the grand and unattainable expectations that were hurled on the flight attendants from these and others began to raise their ugly heads again.

Once again, things began to morph into some of the strangest trends.  People would come on board in their pajamas or worse yet, with hardly anything on at all.  Instead of suit cases, there were back packs, shopping bags and (my favorite) full trash bags of clothing and personal effects.  Over-the-top public displays of affection that would make your skin crawl began to show up.  With the advent of laptops and personal DVD players, I have seen passengers viewing pornographic images right there at their seats, while someone who could well be my sweet grandmother sat in plain view of the images!  And most likely my least favorite display of public inconsideration: I have seen people take off their shoes and put their grungy feet on the bulkhead walls.  Several times, I have actually witnessed passengers who have their legs and feet resting on the tray table in front of them! (Think about that the next time you want to use it for eating off of – sanitary wipes anyone?).

I could cite thousands of examples of traveler horror stories but the real question is “what (if anything) is to be done about it?”  Chris Elliott suggests it could be as simple as dressing up for travel.[2]  No matter what the obvious solution might be, the real trick is to get the average traveler to agree that the experience of getting from Los Angeles to Chicago might simply be to treat everyone like you would treat your own mother.

Oh wait, that doesn’t always work…does it?  *sigh*

___________________________

[1] MSNBC.com, Travel Tips, “5 ways travelers have lost their manners,” Christopher Elliott, August 16, 2010:   http://on.msnbc.com/o4q6xJ

[2] Elliott.org, Elliott Blog, “What a great idea! Honor your crew — wear a tie when you fly,” Christopher Elliott, August 17, 2010: http://bit.ly/nZZR6a

I have been privileged to have seen many places in my travels around the world.  Some exotic; some historic; all of them a life experience I will cherish and be thankful I had the opportunity to see…

The Sydney Opera House

There is one place, however, that I am drawn to; I constantly find myself yearning to return to its land of marsupials and platypi; of “Vegimite” and didgeridoos: Australia!

This wonderful landmass is about as unique as the Galapagos; here you will find animals and vegetation unlike any other place on earth – and most of it is publically accessible.  Having just returned from there, I would like to share with you a little taste of what I know…

Australia is distinctive in many ways.  It’s the only country that, by itself, is one of the seven continents of earth.  The country itself consists of the continent of Australia, Tasmania, and several island groups off its coastline on the Pacific and Indian Oceans.  Established as an independent government in 1901, Australia has a parliamentary style democratic government, yet is ruled by its own self-styled constitution.  Although Australia was a dominion of the British Empire, it only recently gained its sovereign independence from England in 1986.

Aussies enjoy a free-market economy, and their economic market is currently ranked 13^th in the world, with the sixth highest per capita income and a stable, relaxed lifestyle.

The majority of its 22 million plus population is settled on the eastern coastline of the country, from Cairns to the north off the Coral Sea, down the coastline of the Gold Coast through Brisbane, around New South Wales past Sydney to Melbourne (Aussies pronounce it ‘Mel-bun’) and Adelaide to the south off the Great Australian Bight (that’s the name of the waterway between Australia and Antarctica).

Much like the United States, the capital of Australia (Canberra) is not the most populated city in the country.  Sydney is first with over 4.5 million, followed by Melbourne (4 million), Brisbane (pronounced ‘Briz-bin’ – 2 million), Perth (1.7 million) and Adelaide (1.2 million).  The climate of Australia’s largest city, Sydney, can be compared to Southern California, mostly temperate with a comfortable sea breeze blowing through it the majority of the year.

The country is easily accessible by rail and air transportation.  Within its borders, the Aussies are served by Qantas, JetStar, Tiger, Rex, V-Australia, Virgin Blue and Eastern Australia Airlines, just to name a few of the over 50 separate air carriers that serve the country.  Driving can be a challenge for Americans, since traffic moves forward on the left-side of the road.  Drivers are usually quite courteous (although the Aussies will tell you they are terrible drivers) and it’s not uncommon that drivers here use their turn signals for almost all movement on the roads.

There is much to do in Australia, let alone in Sydney or Melbourne.  In the harbor city, Sydney has become synonymous with such landmarks as the Sydney Opera House and the Sydney Harbour Bridge.  Transportation by ferry is a common mode used to get to the coast suburbs of Manly and Bondi Beaches.  Several large state parks are found within its precincts, including the world-famous Royal Botanic Gardens, location of the Queen’s Royal Rose garden and home to a swarm of over 22,000 flying foxes or giant fruit bats…tourists can see them sleeping in the high perches of the Botanic Gardens’ tallest trees during the day, or watch the spectacle of them leaving in droves as they fly off towards the Blue Mountains for their nocturnal hunt at dusk!

If you’d care for a quick glimpse of Australia’s unique, indigenous wildlife, the Taronga Zoo Sydney is the place to get your fix.  For a land-based sea-life adventure, the newly renovated Sydney Aquarium, located near the heart of Sydney in Darling Harbour is a must-see.  And when you’re finished there, walk over the Darling Harbour Bridge and enjoy the sea-faring history of the city and Australia at the Australian National Maritime Museum.  You can also enjoy a bird’s eye, panoramic view of the entire city and its surrounding area from the Sydney Tower Eye, the tallest structure in Sydney.

Nightlife in Sydney is pretty much non-stop, especially on weekends.  Sydney has countless restaurants that cover the gamut of international cuisine.  From black-tie to informal sidewalk cafes, Sydney’s choices for food are reminiscent of New York City at night.  Aussie’s love to socialize and there is no shortage of pubs, social halls and nightclubs to satisfy your itch for fun.  And Sydney has a great selection of cultural events to please, from the symphony and opera, to pop concerts and Broadway musicals.

Blue Mountains National Park

For those with a more adventurous streak, there are no shortages of choices and are only limited by your own imagination: from hiking in the Blue Mountains to scuba diving off the Great Barrier Reef.  There’s something for everyone!

Australians are some of the most friendly and warmly welcoming people I have encountered.  Getting around in the country is made easier by their willingness to be of help when needed.  It’s a sure bet that when you make friends with an Aussie, it’s for life.  I encourage you to highly consider making Australia, one of your top priorities for vacation destinations.  At least put it on the top of your bucket list!

For further information about Australia, visit the official tourism website: www.Australia.com.

I’m really scratching my head on this one.  I know that we can all be a little forgetful when we travel.  I have a mental checklist when I get ready to leave home for a trip that will put me in several airport terminals in the space of three or four days.  I usually travel with two bags: my roller-board suitcase and a compact duffel-tote bag.  With these two bags, I can pack up to six days’ worth of clothing and sundries to meet just about any situation.

I pack my own bags.  I don’t have hired help, or even my mother to help me out the door with all that I need.  So I am well aware of every item that I carry with me when I head for the airport.

Image courtesy of The Orange County Register

The public demand for airline travel has grown exponentially over the last 30 years.  This fact alone indicates that there will be a much larger swath of the public who will travel because it is cheaper than bus, car or rail.  It also most assuredly guarantees that among that plethora of people and personalities, there will be those who have no idea what they are doing, or those who will try anything to bend or break the rules when it comes to air travel.

Still, I find it disturbing that the Transportation Security Administration (TSA) continually discovers an interesting assortment of “contraband” in travelers’ luggage as they try to get through airport security lines across the country.  Their latest blog continues to reveal the items that are found around the system on a daily basis![1]  You’d be stunned to hear what exactly people are trying to bring aboard airplanes these days.  Here are a few recent highlights:

• In August of this year, a female passenger in Rochester, NY was detained at a TSA checkpoint when the screening agents thought they saw a knife concealed inside the woman’s cane.  It turned out to be a 19” double-sided sword![2] After questioning, she was allowed to continue on — minus the cane/sword, of course!
• An Egyptian man from Baltimore was arrested after a TSA screener found 13 knives concealed within the liner of his luggage.  The man, who has lived in the USA for seven years, claimed he was a knife collector, had just purchased the knives, and was booked on a flight to Minneapolis that day.  He faces a number of charges, including carrying a concealed dangerous weapon and interfering with airport security procedures.[3]
• A 22-year old man from Tennessee, on his way to Las Vegas, was slapped with federal misdemeanor charges for trying to bring knives, tactical and police batons, brass knuckles and four inert grenades in his tote bag.[4]

Image courtesy of TSA.gov

What puzzles me is that the two most common replies that TSA, ATF and the FBI get when questioning these folks is either “I didn’t know they were in my bags,” or “I forgot they were there.”  Seriously???

The truth of the matter is that in this day and age, after just recognizing the tenth anniversary of the attacks on the World Trade Center and the Pentagon, why are these folks being given what appears to be a “pass” on these issues?  Misdemeanor charges?  Being questioned and then released with the banned items confiscated?  Am I sounding too alarmist here?

I work on an airplane.  It’s my job, and not only do I enjoy my work, but I have a reasonable expectation that I will get from one airport to the next without the need to call in the SWAT team simply because someone who left their wits back at the security checkpoint was lucky enough to slip one past the guardians!  And in one instance, they had help from an airline employee!!![5]

Personally, the logical part of my brain asks, “Where have these people been hiding?  Under what rock were they living?”  Unfortunately, as it IS the public we are dealing with here, I learned long ago that when it comes to the General Public, you’ll have to throw out logic just to get your mind wrapped around what these people were (or perhaps not) thinking when they got up that morning, knowing that they were going to the airport, needed to pack a bag or two for the journey, and would be subjected to an intensive search of their belongings at the security checkpoint!

The cynical side of me says that these people knew exactly what they were doing and were trying to circumvent the system to accommodate their own idea of civil freedoms.  I just can’t fathom how law enforcement can accept the “I didn’t know” excuse or the “I forgot it was there” defense.  Plato said “Good people do not need laws to tell them to act responsibly, while bad people will find a way around the laws.”

As long as bad people continue trying, we’ll continue to need the security countermeasures that the TSA is continually trying to improve.

[1] The TSA Blog, “Sometimes The Airport Is Similar To A Gun And Knife Show,” Blogger Bob, September 28, 2011, http://bit.ly/oQYtUf

[2] Transportation Security Administration, TSA.gov, Media Room, “ROC Good Catch – Sword in Cane 8-23-11,” http://1.usa.gov/q3itSn

[3] The Baltimore Sun, Travel, “Man from Egypt held on BWI weapons charge,” Michael Dresser, July 14, 2011, http://bit.ly/qk098W

[4] TimesNews.net, Associated Press, “Screening finds grenades, knives, other weapons in luggage at Nashville airport; Tennessee man arrested,” January 8, 2011, http://bit.ly/q9ZjiY

[5] Thaindian.com, Newsportal-World, “Two people arrested on board U.S. Airways flight at Philadelphia International Airport,” BNO News, June 4, 2009, http://bit.ly/oIGyF5

I was witness to an increasingly unfortunate situation as I commuted home the other day – one that hits closer to home than most people may realize.

As I waited in the gate area of my flight home, the gate agent made the announcement that boarding would begin shortly, as soon as the less able passengers who were ticketed on this flight were accommodated onboard and situated. On this particular flight, there were nine wheelchairs waiting for boarding, one that was an electric wheelchair, which clearly meant that a little more time would be necessary to board this individual using the airline’s aisle chair on the plane.

While waiting in the boarding area, and quietly listening in on various conversations going on around me, I overheard a couple near me vocally protesting the extra accommodation by the airline and they were clearly upset that the extra time needed would cause them to arrive late to catch a connecting flight down the line. As they continued, a few people within earshot chimed in as well, all offering their own opinions about how the disabled and physically challenged passengers should be handled, one even going so far as to suggest that they should be restricted to certain aircraft types or even find themselves another method of travel. I was silently shocked at this conversation and began to wonder if these people were just unsympathetic idiots, or if this opinion was beginning to find traction among airline passengers in general.

Clearly, most of us are tolerant of the special needs of those less fortunate in physical abilities – in virtually every aspect of our daily interactions. We gladly make way for them, and are glad to be of service when they ask. While there are some cultural anomalies in this world that look down upon the disabled and handicapped, in the United States we seem to have evolved far enough to warrant added patience and we find ourselves wanting to help those who require a bit more human touch than most. But as I observed here, there was definitely a different feeling brewing in this gate area.

In 1986, the United States Congress passed the “Air Carrier Access Act” which spelled out specific requirements the airlines must follow regarding the handling of disabled passengers, which in many ways mirrors the “Americans with Disabilities Act” to protect these passengers from blatant negligence or unintentional neglect from the airline carriers. Over the years, there have been many changes to this law, many of which went into effect in May 2009. You can find a complete list of these changes, along with the requirements for special accommodation by the airlines at the U.S. Department of Transportation’s “Civil Rights” page regarding passengers with disabilities.[1]

A recent survey by the Scope Foundation, a charity that supports disabled people and their families, revealed that over 47% of disabled people faced some sort of discrimination while traveling. Of that number, 15% claimed they faced “high-level” abuse.  And the Commission on Equality and Human Rights (CEHR), who later this fall, will be publishing a report on violence towards those with disabilities while traveling, says that travel is one of the “hot spots for violence and harassment targeted at disabled people.”[2]

The airlines have had their share of mishaps regarding physically and mentally challenged travelers, and have paid huge penalties for not being proactive enough.  In Feb. 2011, Delta Airlines was slapped with a $2 million fine by the DOT for violating 14CFR, especially after it had been investigated four years earlier for similar violations and no improvements had been determined.[3] The DOT also fined Atlantic Southeast Airlines $200,000 in June 2011 for similar violations.[4]

Thankfully, with the assistance of watchdog groups such as Scope and CEHR, airlines have been forced to devote some of their resources to make sure this sector of the public is not only seen, but also treated with respect and dignity when they travel.  As much as it excites me that progress has been made in this area, it’s frustrating to see the backlash (especially first hand) from the public at large when it comes to the handicapped.

With more people flying than ever before, and airlines facing huge push-back from travelers who feel they are being gouged with additional fees, but seemingly very little improvement in the airline travel experience, it’s not surprising that people in general have begun to transfer their frustrations on any small thing that causes them even a minute’s worth of delay. The problem seems to be growing, but is there a solution? Can we, as a society, condone a growing outrage towards those who have additional physical and mental challenges who need the additional time and resources of airline personnel to travel?

I said at the beginning of this topic that this hits close to home for me. My sister has been a paraplegic since she was three years old. Today, at 26, she is happily married with three children, and is quite able to get around (especially with three kids!). While she was growing up, she would crawl around on the floor using her arms to propel her from place to place. She may have been physically disabled, but she never quite seemed physically limited.

Hearing these people in the boarding area of my flight publicly voicing these kinds of ignorant remarks makes my blood boil, but traveling in an airline uniform limits my ability to speak my mind. Believe me; had I been an ordinary passenger in that boarding area, they would not have gotten off so easily!

Most customer service oriented positions, especially in the airline industry, require training in sensitivity and the proper protocol for dealing with passengers with disabilities.  While not perfect by any stretch of the imagination, it tends to improve the quality of service that the disabled need just to get from one place to another. Even if I weren’t in the position I hold, I would still never think to discriminate, especially against those less physically or mentally able than I.  I don’t park in handicapped spaces in parking lots, and I go out of my way to open doors, or assist when I see someone struggling, handicapped or not.

It’s pretty sad to think that the public in general is increasingly less tolerant and I hope that by shedding light on this subject, that trend may be reversed.

[1] U.S. Department of Transportation, Aviation Consumer Protection and Enforcement, Rules Guidance & Enforcement Orders, 14CFR Part 382 “Nondiscrimination on the Basis of Disability in Air Travel,” http://1.usa.gov/q5UwLf

[2] The Telegraph, UK News, “Disabled passengers face ‘rising level of abuse on public transport,’” Jun. 11, 2011, http://tgr.ph/r1r318

[3] ABCNews.com, Money, “DOT Fines Delta $2M for Disability Violations,” Associated Press, Feb. 17, 2011, http://abcn.ws/otQcdI

[4] U.S. Department of Transportation, Releases and Speeches, “Atlantic Southeast Airlines Fined for Violating Rules Protecting Air Travelers with Disabilities,” July 11, 2011, http://1.usa.gov/rk114G

One of the things that’s so great about my job is that, no matter where I am or what I am doing, I always seem to learn something new about our industry.

With so many rules and regulations already, and constant changes, it’s tough to keep track of it all…all one need do is look at the Operations Manual that I am required to carry with me when working and you can see for yourself how daunting that task can be.

Yesterday, I was privy to one of those “Ah, I didn’t know that” moments, albeit it might have been a disaster for the passenger had some of the circumstances been different.

There was a couple who approached the boarding area for their flight with twin newborns…we are talking 6-DAY OLD newborns. They were tiny and pink and one of them was quite vocal in that clear high-pitched cry that only a newborn can produce.  The Customer Service Agent who was assisting them fawned over them, like a proud grandmother.  During her conversation with them, she inquired about their age.  After learning they were less than a week old, she kindly handed the boarding cards to the parents and sent them on their way.  You could see they were excited to be getting the infants to their new home.  It was a precious sight.

The moment was soon diminished when a Customer Service Supervisor approached the parents in the gate area a few minutes later and declared, “I’ve been advised that your babies are less than seven days old.  I’m very sorry but I cannot allow you to travel with these infants today!”  The couple looked shocked and then angry, while the passengers around them produced in unison a hushed gasp. The supervisor proceeded to explain that since the babies were less than 7 days old, airline policy required a physician’s release and declaration of the babies’ health in order for them to travel unhindered.

As luck would have it, one of the parents was a licensed physician, and after producing his medical card and producing a statement of health for each child, the supervisor approved their travel. But what would have happened had neither parent been a doctor? The supervisor did try to find a way to get the matter resolved, offering to accept a fax from the children’s doctor if one could be sent in to the airport prior to departure. Being that it was Sunday, that may have proved next to impossible, had they not worked it out as they had.

Traveling with newborns is a challenge for a number of reasons. One of the most obvious is the exposure an infant this young has to the harsh environment of an airplane interior. A newborn’s immune system isn’t fully developed just after birth and it takes time for their body to adjust to the exposure of bacteria and viruses in the open air, especially in public places. Add to that the recycled air inside the airplane during flight, and then top it off with the pressurization of the fuselage that simulates conditions of altitude of between 5,000 and 7,000 feet at a gradual rate of pressurization. While we adults and most children can handle this pressure without complications, newborns are most vulnerable because their bodies haven’t learned how to equalize the pressure in their ears and sinus cavities. Also, newborns may still have large quantities of liquid in their sinus cavities after the transition from fetus to independence after birth.

Many physicians recommend that newborns don’t travel by air until they are 4 to 6 weeks old, especially if the baby has breathing complications, which can be exacerbated in a low-oxygen environment like a pressurized airplane cabin. Supplemental oxygen for the baby may be necessary (and must be ordered in advance by the physician through the airline prior to travel)[1].

Most every major airline has limited restrictions for flying with newborns less than 10 days old. Every airline has their own policy; even though the majority doesn’t charge additional fees to fly with your baby (he/she must be held, unless you purchase a ticket in order to accommodate the baby’s carrier) each carrier has specific rule regarding newborns flying under 10 days old, and almost every carrier requires a physician’s release and a certificate of health in order to allow them access to the plane. Check with your specific airline for details[2].

The most important thing to remember about handling this new person’s venture into the world of air travel is to make them as comfortable and safe as possible in this strange, new environment. Be mindful of their exposure to other passengers and monitor their comfort levels on takeoff and landing to ensure they aren’t being caused discomfort from the change in cabin pressure.

Make sure you talk to your doctor if you have additional questions on topics that weren’t discussed here[3] [4]. Before you know it, he or she will become a seasoned world traveler in no time!

[1] MayoClinic.com, Health Information, Toddlers and Infants, “Air Travel with Infant: Is it Safe?” Jay L. Hoecker, M.D., http://bit.ly/rloB6v

[2] Babycenter.com, For You, “Flying with small children: Checklist of questions to ask your airline,” http://bit.ly/pvvcnt

[3]  iVillage.com, Pregnancy and Parenting, “Babies: Is it safe to travel by plane with a newborn?” Robert W. Steele, MD, January 1, 2010 http://bit.ly/mXYjZr

[4] BabiesToday.com, Pregnancy Today, Newborn Health, “Keeping Newborns Healthy When Traveling: On An Airplane with a Newborn,” Alex Powell, http://bit.ly/o381du

Ok, what **IS** in the water these days!?  In the air?  In people’s daydreams?

A couple of weeks ago, I wrote about two high profile cases involving celebrities misbehaving on airplanes.  Now it seems that the general public is trying to get into the act…

This morning, it was reported that a passenger on a Delta Air Lines flight from SLC to LAS threatened to slit another passenger’s throat with a knife over an argument regarding the armrest.  When other passengers noticed that the culprit reached into his bag several times, and removed something as it was cupped in his hands, the flight attendants were notified and the SLC Police moved in, removed him from the flight, and after a search of the contents of his bag, discovered a 3 1/2 inch folding knife.  He then proceeded to threaten the FBI agent who had joined the investigation![1]

Last week, on a flight from Majorca to Newcastle, UK, a 26-year old passenger suddenly felt the urge to attempt at opening one of the emergency exits at 36,000 feet, causing the emergency lights to come on, flight attendants to begin shouting their emergency commands and creating a panic among the passengers aboard.  He had to be restrained with eight seat belt extensions before they diverted the flight to London’s Gatwick Airport.[2]

And, of course, there were several tense situations on September 11, 2011, with suspicious incidents being reported at several airports, including the removal of three passengers in handcuffs from a Frontier Airlines flight from San Diego to Detroit (a flight that was met by fighter jets and escorted until they landed safely) and the remaining 116 passengers being detained and questioned by the FBI.[3]

These are just the incidents that actually made the news.  I have heard from several colleagues that they were involved in other cases where passenger misbehavior or suspicious activity was reported, and authorities called to the airplane for further investigation.

As with my earlier entry about other crazy stunts being pulled on flights, it should come as no surprise that in-flight crews, pilots and customer service agents are still on “high-alert” as it were, from the recent 9/11 anniversary.  Still, whether or not that is relevant, the fact still remains that some people still don’t understand that a “higher standard” of behavior is still expected when traveling by air.  Most crews can discern between rudeness and suspicious, but for the most part, they cannot afford to take chances in allowing any incident to develop into something bigger or more serious, especially when hurling through the atmosphere at nearly the speed of sound.

At times, the general public forgets that dissatisfaction is better communicated through letters or phone calls to the airline, rather than escalating it in the air.  There are unintended consequences that might have to be faced should a tirade from a fed up traveler evolve into a higher level of emotion.  Believe me; it doesn’t take much to move from “frustrated” to “taking justice into one’s own hands.”

In a somewhat ‘tongue-in-cheek’ blog entry, world-renowned travel critic, Peter Greenberg conveyed five sure-fire ways to get kicked off a flight, including dropping ‘F-bombs’ towards your flight attendant, to trying to assault a Presidential candidate![4]  While some of it may seem humorous, this doesn’t even scratch the surface of other surefire methods of instant removal.

Several years ago, while working as a Purser from Los Angeles to New York City, I had the misfortune of dealing with a truly strange situation.

A female passenger approached me in the forward galley to inform me that a seemingly inebriated male passenger was making unwanted advances towards her.  While she conveyed the story to me, she was very quiet, barely whispering the details to me when she told me that when she finally told him to ‘get lost,’ her retorted by bragging to her that she needn’t worry since he had a ‘bomb’ in his bag!  Definite red flag!  For certain, a ‘yellow card’ penalty of the first degree!

We immediately contact airport security.  Our General Security Manager (GSM) arrived planeside and informed us that all passengers and their belongings, including all checked bags and cargo in the belly of the plane were going to be removed and rescreened.  Two FBI agents appeared at the airplane door, and we directed them to the culprit.

As he was being questioned by the agents onboard, while being handcuffed right there in front of the remaining passengers on board, he exclaimed that he had told the woman that he had a “BONG” in his bag.  The agents weren’t buying it.  He was escorted off, along with his traveling companion, who just happened to be his boss and the CEO of the company the suspect worked for.  I wonder if he was eligible for unemployment insurance under those circumstances???

The bottom-line is that there really IS an unwritten rule regarding behavior on board airplanes.  While the general quality of the public’s set of manners continues to deteriorate, at some point the limits have to be established.  Although Congress recently enacted the Airline Passengers’ Bill-of-Rights, that is certainly not a free pass for bad behavior on a plane.

It really boils down to patience, both from the passengers and the airline personnel that deals with the public.  But should you find yourself in a showdown on words and personalities with an airline employee, be very careful.  The majority of the time, you will end up with the ‘short straw’ in that contest, and the ramifications of removal from a flight may be too high a price for you to pay.

[1] KSL-TV News, KSL.com, Utah-Local News: “Airline passenger carried knife, threatened others, police say,” Dennis Romboy, September 21, 2011,  http://bit.ly/ohOOLY

[2] FoxNews.com, Europe-World: “Passenger Tries to Open Plane Door at 36,000 feet,” NewsCore, September 15, 2011, http://fxn.ws/ndy3fU

[3] The Detroit News, DetNews.com, Metro and State: “3 Passengers hauled off Frontier flight at Metro Airport,” Calvin Men & Mark Hicks, September 12, 2011, http://bit.ly/mRAXSz

[4] PeterGreenberg.com, “5 Ways To Get Kicked Off Flights,” June 17, 2011, http://bit.ly/njLe1o

It may seem like an antiquated topic, but there are still travelers out there who believe the best way to travel by air is with a paper ticket.

“E-ticketing” was introduced by ValuJet in 1994. Since then the International Airline Travel Association (IATA) instituted a goal to convert all worldwide airlines to E-ticketing. For the most part, the major worldwide air carriers have all converted over to E-ticketing; according to IATA, the 230 airlines that belong to this Association were to be 100% converted by June 2008. With the exception of many African air carriers who are members of IATA (only 4.2% of the entire African continent uses the Internet and electronic computer technology[1]), E-ticketing represents the lion’s share of issued airline tickets today.

There are still some travelers however that believe that they are better protected with a paper ticket. Of course, this all comes down to the almighty dollar with regards to the airline industry.  According to IATA, the issuance of E-tickets represents over $3 billion in savings annually, and estimates that it costs the airlines over $9 a ticket in additional costs as opposed to a single E-ticket.

While the international standard for paper tickets was developed in the 1930s, IATA realized that in order for the airlines to save huge amounts of money in administrative, materials and technology costs, they began to develop an international standard for issuing E-tickets, which they finalized in 1997. The goal of IATA was to reduce the consumer’s dependence on paper tickets, allowing the airlines to create huge databases, making it easier for each airline to identify its passengers, and re-issue lost tickets. Prior to the E-ticket, paper tickets not only had to meet IATA standards, but the airlines as well as travel agencies had to keep them under lock and key as these could be counterfeited (and have been in the past) just like paper currency.  In 2008, IATA stopped issuing paper ticket stock as the vast majority of member airlines had already converted over to the e-ticketing system.

With the advent of smart phones, the airlines have been able to realize additional savings through the issuance of electronic boarding passes. These E-boarding passes contain complex, hybridized “QR” or “digitized” barcodes that are nearly impossible to replicate. This new technology has allowed the airlines to issue travel itineraries and boarding passes without the need for paper at all. This new streamlined process has also made it easier for travelers to have their travel documents replicated should their paper records become lost or stolen.

Another advantage to E-ticketing is that the airlines can now tie your travel documents with bar-coded tags attached to your checked luggage, allowing for the ease of identification and locating misdirected bags. By tracking bags using this process, lost luggage can be reunited with its owner within hours or days rather than weeks or months.

Like any technological advances, however, there are some downsides.

Photo courtesy of Fox News, Inc.

In recent years, most of the legacy airlines in the United States have experienced one form or another of computer system malfunction: ticketing and reservation systems coming to a screeching halt with computer crashes and the threat of hackers accessing their systems. Previous system glitches have proved to be a little more than just challenging, especially to those who have to reissue lost airline tickets. Specific examples include localized problems, like the one experienced by American Airlines in July 2008 when a software glitch caused several cancellations, a myriad of delays and hundreds of checked bags being stranded in JFK’s Terminal 8.[2]  In June 2007, United Airlines’ computer systems failed for several hours, causing passengers to be stranded in massive flight delays and cancellations.[3]  Although the systems were only down for a few hours, it took the airline several days before their operations returned to normal.  And just this past summer, US Airways experienced a power failure at its computer center, causing systemwide cancellations and delays, and stranding passengers at airports nationwide.[4]

The drawback to having computer systems go down is very basic. Customer Service Agents (CSAs) cannot verify travel itineraries or reservations based on E-ticketing and E-reservations. They also cannot tie checked luggage to a customer’s seat assignment. In the American Airlines case, luggage had to be left behind in order to avoid further delays, and passengers were forced to follow-up on locating their checked bags on their own. While this scenario is rare, it can cause headaches for both airlines and passengers alike. Some travelers point to these examples in making the case for having paper tickets issued. But these aren’t the only hang-ups to E-ticketing.

There are times when the airlines need to accommodate passengers by transferring their reservation to a different air carrier. Unless the two the airlines are tied into the same computer system, or are in the same Airline Alliance (Star Alliance, OneWorld, SkyTeam, etc.)it is nearly impossible for the airline to transfer that reservation to the new airline without a paper ticket.  Since IATA ticket stock is no longer available, it is up to the individual air carriers to determine how they might re-accommodate you on a different carrier.  That reservation you hold is worth $$$ to the airline and transferring you to another airline is simply a loss of revenue to them.  If they serve the community to which you are flying, they will, in all likelihood, rebook you on themselves, rather than send you to a rival carrier.

There have also been examples of customer reservations being completely wiped out due to computer glitches. The airlines insist that redundancies are in place to prevent this from happening, so this kind of issue is rare indeed. Recently however, there have been examples of customers who have purchased their tickets through online vendors (Orbitz, Travelocity, Priceline, etc.). When trouble strikes these itineraries, the airlines are typically powerless to do anything about it without intervention from those vendors.

Nowadays, it is important to remember that paper tickets are more costly, time-consuming, and in some cases impossible (depending on the airport you are at) for the airlines to produce and process, which affect their bottom line.  Unless you insist on having a paper ticket issued, you will be automatically issued an E-ticket, and your reservation will be stored in the airline’s computer database, along with any ties to your luggage.  If you require a paper ticket, you can expect to spend additional time and resources in obtaining it, and most airlines have added a surcharge to the issuance of paper tickets, some adding as much at $100 USD to the cost of the fare.

Also, keep in mind that paper tickets are much like paper money…they have a face value and are worth the money you spent on the ticket.  Not all airports can replace paper tickets, especially those issued by a travel agent, so make sure to take great care in keeping these documents safe during your travels.

In today’s modern information world of airline travel, your best option is to shed the need for a paper ticket…you’ll get where you need to be faster, more efficiently, with less hassle and lower costs with an E-ticket.  And make sure to take advantage of the airlines various travel tools for issuing boarding cards and keeping up-to-date on your itinerary.

[1] Balancing act.com – Telecoms, Internet and Broadcast in Africa, Issue #256, “Many African Airlines Will Fail to Meet IATA’s E-Ticketing Deadline”, http://bit.ly/nlhNqb

[2] Fox News, Thursday, July 31, 2008: “American Airlines Cancels, Delays More Flights after Computer Glitch and Luggage Pileup” – Associated Press, http://fxn.ws/pWWZyr

[3]ABC News, U.S. News, Thursday, June 21, 2007:“United Airlines’ Tech Meltdown — It Could Happen Again” — John J. Nance, http://abcn.ws/n8a7KQ

[4] Overhead Bin on MSNBC.com, June 10, 2011: “Computer Glitch Grounds Flights at US Airways” – Joe Myxter, http://on.msnbc.com/pZE469