Hunting Season Ends! Frontier Escapes Southwest Takeover

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Thank goodness! Seeing Southwest Airlines take over Frontier Airlines would be like watching redneck relatives of Sarah Palin blowing away a beautiful herd of deer. Southwest has so many wonderful things about them, but if you gave me a choice of who to fly, Southwest or Frontier, I would definitely be flying with the animals!



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You see, although I prefer airlines with a premium cabin; puff, puff :) I do love airlines like Frontier that take things to a higher level and their animals do a great job of adding 'heart' to a business that has become more and more cutthroat. Others are Virgin America and Jetblue of course and it would be so nice if the majors got the lead out and raised their standards a bit. Even Air Tran has managed to introduce WiFi fleet wide.

Another New York Celebrity Lands in Miami!

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I was waiting on some friends to fly into Miami on Swiss International recently. Swiss and many other international airlines use the new J concourse at Miami International Airport. A Carybe mural that was located in the American Airlines terminal at JFK airport has landed at Miami Airport near the international arrivals area of concourse J.



The AA terminal at JFK that was home to the mural was demolished and thanks to a group of American Airlines employees that took action to save the mural, there are many people that will enjoy it for decades to come.

Here is a picture of the AA terminal the mural was located in at JFK. This terminal has since been demolished.

Airline Loyalty Programs...Do they deserve your loyalty?

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The Sky Steward sounds off about airline loyalty programs. Some friends gently broke the news to him that they were considering leaving the AAdvantage program and moving on to airlines that have provided them with better service.

Did you know that the Sky Steward is still an active Purser for American? Yes, it's true and although he loves the airline, he can't help but understand where his friends are coming from.

Note of warning from the Sky Steward: "Some AA upper management that have not left to Jet Blue or Virgin America may be offended by the content of this video...Please accept my apology for any inconvenience this may cause you" (Have become very used to saying this...it just flows off the tongue)

Watch the video:

Let's fly back in time, shall we?

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Many travelers, old enough to remember the days when people actually got dressed up to travel, sometimes long for a return to these time when flying was much more civilized. We must remind ourselves that back then, they did not have inflight WiFi and live TV at every seat; but they did have much more style!



I had a very enjoyable visit to the Flight Path Museum at Los Angeles International Airport. The museum is located along the runway just across from the passenger terminals. The building was actually used as a terminal years ago by MGM Grand Air, which operated luxury VIP flights from L.A. to New York.


My favorite part of the visit was being able to spend time with the elegant hostesses of the museum, all former airline personnel. Many of them were stewardesses trained at a time when hostess colleges were more like Miss Porter's Preparatory School than a generic corporate training complex.

If you have the time to visit the museum, it is worth the trip. There is no transportation from the terminals to Flight Path, but if you rent a car, it's about a five minute drive.

This just in: U.S. airlines serve the worst food | The Stew - A taste of Chicago's food, wine and dining scene

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See? We're not crazy!This just in: U.S. airlines serve the worst food The Stew - A taste of Chicago's food, wine and dining scene Click on link for full story. One bright spot is the new Managing Director of Inflight Products (this includes meals) at AA. Not only is he hot, he has a great team that is on task!

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Sunwing Airlines customer shocked by inflight spark response

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Months ago, I received a letter from a Sunwing Airlines customer who shared her frightening experience in which she witnessed a flight attendant creating sparks inflight by manipulating an emergency light in an effort to entertain her fellow crew members with a high-flying pyrotechnics display. The passenger wrote a letter to Sunwing describing this and the overall shocking behavior of this company representative.

Here is the response this customer received months after the incident:

Thank you for your letter regarding your recent experience with Sunwing Airlines. Our customers’ satisfaction is of our highest concern and we sincerely appreciate your taking the time to provide us with your feedback.

We are concerned to read of your disappointment and frustration with the treatment you received by our In Flight crew members. Our intention is to provide our passengers with the high level of service that we endeavor to introduce to the industry. We have sent a copy of your letter to our Director of In‐Flight Services to ensure that this type of behavior is addressed and to enforce that our valued passengers are to always be treated with the highest regards. We assure you this type of behavior is not the customer service standards that we aim for and normally provide. We appreciate all the feedback that we have received and will continue to implement many changes to ensure that we meet your expectations in the packages and services that we provide. We sincerely regret the situation described adversely affected your travel experience.

In closing, it is the dedicated aim of all of us at Sunwing Airlines to offer our clients the best possible service in every aspect of their travel. We sincerely regret any displeasure you may have experienced and we look forward to the opportunity of serving you again in the near future under more favourable circumstances.

Sincerely,
Customer Service Coordinator

Well, I am a bit disappointed with this response. This is not about a spilled cup of coffee, it is about safety being compromised. Considering the situation, wouldn't it have been smart to offer the customer some sort of compensation to not only as a gesture of goodwill, but to also bring the customer back to Sunwing? This situation could have turned much worse and the customer could have contacted Transport Canada rather than the airline itself; firing off an all-out investigation.

Surfing and Shopping In Flight

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I've been hearing so much about inflight WiFi and wanted to try it the last time that I flew between LAX and JFK; only the last time I was too tired to fire up my laptop. I had another chance this morning and I am writing you now from 40,000 feet up in my business class seat on American Airlines from JFK to LAX. You know what? It works like a charm! I've visited Bonobos online to do some trouser shopping (their pants are perfect for traveling), checked my bank account balance, and then I just could not keep myself away from the temptation to blog so here I am!

To top it off, I asked for a glass of champagne and received an entire tumbler of ice cold bubbly. For $12.95, I've had the pleasure of being completely connected as I cross the country. Is it worth it? I only wish I had not looked at my bank balance!

Find out if your next flight will offer GoGo Wireless Internet

The Upgrade Bag...A First Class Touch or Mile High Bribery?

Dear Sky Steward,

I have a question. I am flying Delta to Italy in July and we are not flying business class. Do you have any suggestions for me so my flight won't be as horrifying as I think it will be for that long of a flight? I just want to be able to walk when I get off of the plane.

Sincerely,

Longing for Legroom

Dear L.L.

The Sky Steward definitely understands your concerns. He would like to pass along two different methods to deal with “coach-itis” as he calls it.

1. Make Coach More Comfortable. Here are some things The Sky Steward does to make his flights as a customer more comfortable on the rare occasion he ends up in economy :)

• Use pillows and blankets to pad elbows and protect them from the rock hard armrest surfaces.
• Use your carry-on as a leg rest after takeoff. Put it behind your legs rather than under the seat in front of you.
• Take a pill! Calms Forte is a great choice or you can dig an Ambien out of your medicine cabinet.
• Make sure to have your mp3 player with a playlist of relaxing tracks

2. The Upgrade Bag. The Sky Steward claims a 57% success rate with this method. Of course, there must be seats open in the premium cabins in order to provide the most benefit. Create a special gourmet gift bag for your flight crew. This gift bag is to be presented to the Purser or Flight Service Director of your flight to be shared with the entire crew. With some Godiva Chocolates, a Mrs. Prindables Apple, and a bag of gourmet popcorn, The Sky Steward snagged himself an upgrade to first class on Air Canada from Tel Aviv to Toronto (12-hour flight)!

Create your upgrade bag by visiting your nearest gourmet grocery store and assembling items that may be shared by the entire crew. Cookies, candies (gourmet of course) nut mixes, and any other items you can place into an attractive gift bag will delight your crew and make you the favorite passenger of the flight. Visit Dean and Deluca for some ideas.

In cases where the premium cabins are full, The Sky Steward has achieved an 87% success rate of being treated like royalty from take-off to touchdown after presenting one of these bags to the crew. Is this just blatant “mile high bribery”? Maybe, but The Sky Steward says, “why not let the crew know they're appreciated and possibly get better service at the same time?"

Delta Airlines Flight Nightmare: No Light, No Sound! Plenty of Misery

Dear Sky Steward:

My flight on Delta Airlines from Cincinnati to Paris was undoubtedly the worst flight I have ever been on. I understand that the airline industry is suffering, but I think it is unnecessary to subject customers to tattered and torn interiors such as the one that I experienced on this 767-200 aircraft that had seen better days long ago but has been left to become nothing but a flying hot mess. I was somehow willing to accept that, but once we took off it got much worse. As I opened my book to read, all of the reading lights went off. My seatmate, who was watching the movie, had to join me for an impromptu game of charades when out of nowhere, the entertainment system shut down as well.

The flight attendants, who did their best, told us that this problem had been written up before and unfortunately happened again on our flight. Since we had no reading lights, and a passenger revolt was brewing, the crew turned the lights to bright and we had to fly on an overnight flight with bright lights in our faces and no complimentary eye shades (I normally do not need them when the lights are dim). I felt like I was in an interrogation room!

I wrote to Delta about this experience and have heard nothing. Am I being a whiner? What should I do?

Signed,

Sore in Seattle

Dear Sore in Seattle,

The Sky Steward says you are not a whiner. He is hearing more and more of these types of complaints and feels your pain. Recently, he himself had to fly on an aircraft with the first class lavatory and one additional coach lavatory out of service. All passengers were required to use only 2 lavatories on a full 757. There is no excuse for it, but he does know why this is happening.

The airlines are trying to do more with less. They want less planes to fly more routes and therefore unless an engine is falling off of the plane, it flies and everything else such as reading lights and lavatories can wait. He sees this as a general management flaw that occurs when accountants run airlines and not people who have a passion for making customers happy.

Hopefully Delta will respond and offer some sort of compensation (you should at least be offered a generous supply of frequent flier miles). If you do not hear from them soon, write them again. Write to The Sky Steward again if you do not hear from them and he will turn up the heat!

America's Next Airline CEO: Legacy airlines must change leadership to improve results!

Dear Readers,

The Sky Steward, Gailen David, was recently quoted in an MSNBC.COM article regarding the current state of commercial airline service in the US. You may find this article quite interesting.

The Sky Steward continues his campaign to improve travel by promoting Jetiquette. Here is a transcript of a recent address given at Washington Reagan National Airport:

"Hello, I’m Gailen David. In my campaign to promote Jetiquette; I’ve met so many people doing their best to provide exceptional service in spite of many years of challenges in the airline industry. You can’t open up a newspaper without coming across an article chronicling the deterioration of customer service provided by US airlines.

I often ask myself how we’ve gotten to this place and why some airlines in the US do not have the same difficulties satisfying their customers. The most obvious common denominator is the labor management relationship. It seems that the airlines that have more harmonious relationships with their employees, show higher rates of customer satisfaction. Companies with more adversarial environments are seeing higher rates of dissatisfaction among their customers; something that any company cannot afford, at least for very long.

We all know that Southwest Airlines has maintained its position as one of the most well regarded and successful airlines in the world. From the day that Southwest Airlines took flight in 1971, they’ve looked at their people as their most valuable asset. Southwest’s leaders have promoted a spirit of teamwork that serves as its foundation and that in the end results in a customer experience that has made their fun and friendly approach to air travel legendary. You could say it’s because Southwest’s employees are some of the most highly paid in the industry. Although that’s true..I don’t think that’s the whole story. I think it’s all about treating your employees the rights way that prepares them to take care of the customer.

Unfortunately, a much different picture has been painted at many of the nation’s legacy airlines. Despite their extensive route networks, fortress hubs, and vast resources these large airlines possess, they’ve been unable to improve their overall performance and change how their perceived by the general public, as unfriendly, undependable, and even uncaring. In my opinion, the root of the problems at the legacy airlines is the leadership or lack of leadership. These airlines remain plagued by the same problems that existed when many in management first took their positions, some decades ago, but the improvements are negligible. In some cases, as these airlines have laid off workers, grounded planes, and cut routes, these ineffective management teams have continued to take lavish bonuses. I believe that when a corporation furloughs employees or reporting losses, executives should not be permitted to take bonuses for a period of at least 12 months.

For many years, these teams have claimed that bonuses are required to retain talent…well, the truth of the matter is that today’s environment gives access to many talented managers that also have the leadership qualities necessary to keep these companies from suffering the same fate or need of bailout we’ve all witness recently in the banking and auto industries.

Now what does this have to do with you, the airline passenger? Unfortunately, when poor management results in a perpetually antagonistic relationship between labor and management, the customer undoubtedly ends up caught in the crossfire. I spend a lot of time speaking to employees about providing exceptional customer service and the biggest challenge I regularly encounter is a dysfunctional labor/management relationship. It does not have to be this way. The truth is, no one wins in these situations, including the stockholders. It’s a complex problem and the solution starts with having the right people at the top!

I remain optimistic that if everyone stands together and demands swift changes in the management at our nation’s largest carriers, we will all benefit. It’s time to make traveling by air enjoyable again. I’m Gailen David, the Sky Steward. "

Link: Compare executive bonuses at airlines and corporations such as Google

Has Virgin Atlantic Lost "It" in Miami?

Dear Sky Steward,

I have been a loyal Virgin Atlantic customer since they began flying out of Miami International Airport in the late 1980's. Since then, I have traveled with Virgin to London with my family once and sometimes twice per year. Needless to say, I've become very familiar with the Virgin Atlantic staff at the check-in counter through the years and have even noticed the changes that have taken place as the airline has adjusted to changes at Miami Airport and in the airline industry in general. For instance, I've come to recognize that some of the staff at the check-in counter are actual Virgin Atlantic employees and some are outsourced ticketing personnel. The outsourced personnel have always been extremely courteous and represent Virgin Atlantic very well.

The last few of times I've flown VA from Miami to London, I've witnessed very unprofessional behavior from one of the female VA supervisors when dealing with the outsourced ticket agents that check in customers. In one case, a ticket agent had a question for the VA supervisor and was scolded in front of the customers standing in the ticketing queue for having to ask "yet again" and was told that she "wasn't getting it". I felt so badly for the ticket agent who was being humiliated in front of her coworkers and the customers waiting to be checked in.

The last time I flew with VA, this same female supervisor not only yelled at a ticket agent in front of everyone, but then snapped at a customer who asked for more details on the boarding time. This time, another manager who I believe was her superior, watched the entire episode with his arms crossed only to turn and disappear. I have no idea if anything was done to address the exchange he witnessed along with all of us. My feeling is that if nothing has been done in my several years of flying Virgin America from Miami to London, there will be no action taken at this point.

Sky Steward, what should I do? I would like to fly VA again, but I actually dread the check in process so much, because of this person, I would consider flying another airline!

Yours truly,

J.D.

Kendall, FL

Dear J.D.,

Since you have not felt comfortable addressing this behavior with Virgin Atlantic's Miami team, The Sky Steward would highly suggest letting the airline's customer relations department (click) know about the situation. It seems that a bad apple has been able to thrive in this "out-station" and may have been enabled by those that manage her. Please keep The Sky Steward updated regarding the response you receive from Virgin Atlantic or if you require additional assistance, he is always here for you.

Regards,

The Sky Steward

BMI. Jetiquette in the European Skies! Flying Chefs!

Lately it seems that the only airlines taking drastic steps to transform the in-flight experience into something extraordinary are in those based in the Middle East. Well, loosen up your seatbelt, because there is an airline based in the UK that is giving those of us who fly mostly in the west something to look forward to on our next flight. BMI Airlines has "Flying Chefs" onboard their long-haul flights to delight those passengers seated in business class with restaurant quality cuisine. BMI is based in the UK with major operations at London Heathrow and Manchester.

This innovative airline does not stop there. Customer benefit when it comes to the high standards they place on their aircraft interiors as well. The cabins of their business class and premium economy sections offer superior comfort. If you want to enjoy the scrumptious creations prepared by one of 18 of their professional onboard chefs, you'll have to spring for a business class seat.

Have a look at a sample BMI menu:
starter

-zatar cured salmon with cucumber salad and labneh
-caraway soup
-Welsh rarebit tartlet in tomato pastry

main course

-red lentil cake with coconut red curry broth, ginger yogurt and cashew nuts
-pan seared sea bass with lemon and coriander roasted new potatoes, butternut squash and veal jus
-Baharat spiced chicken stuffed with orange scented couscous served with honey and vanilla cream
-braised rib eye steak with horseradish mash and roasted root vegetables

dessert
-brioche cheesecake
-banana and toffee pudding

I'll give you more details about this delicious airline later. I've got to get on a plane!

Jetiquette at Miami International Airport? Customers want free access to the Internet

Miami International Airport is undergoing an extensive capital improvements program that is several years behind schedule. The South Terminal is completed, but the North Terminal Project that will serve the majority of MIA’s passengers who fly American Airlines will not be completed until 2011. In the end, customers will enjoy a very modern, spacious, and functional terminal with many shops and restaurants to choose from. Of course, we all love La Carreta, but we need some additional choices, if only to control our waistlines. I ate their Imperial Rice six times one month and gained about ten pounds.


I should get to my point. Miami Airport is still charging customers for WiFi access! With all of the inconveniences the airport imposes on those who pass through the terminal, the least they could do is offer free WiFi access. The main terminal is extremely crowded with cramped drop off areas, broken escalators, spotty a/c, and dated everything! The least they could do is offer free internet access to passengers. Here is a link to the many airports throughout the US that are displaying exceptional Jetiquette, by offering free WiFi.

Miami Airport is not the only airport that also owes it to their customer to add electrical outlets or additional recharging stations to all concourses. I went on a search for electrical outlets and found many to either be inactive or completely worn and loose so that electronics would not stay plugged in.

TSA TLC: Have You Hugged a TSA Agent?

Next time you are frisked when passing through TSA, make it a pleasant experience.

I traveled through DFW's wonderful terminal D and passed through one of the best TSA checkpoints in the US! I love this security checkpoint because it is equipped with a $350,000 "COBRA" X-Ray machine that is similar to a CT Scan machine and allows you to leave your laptop and all other electronics in your bag and it gives TSA agents the ability to take a "virtual tour" of your bag.

While I was waiting for my bags, I thought about how charming all of the personnel were and thought it was about time that I let them know about it. Watch my video!

America's Next Airline CEO

Hi, I'm Gailen...Fly Me! and Watch My Campaign Video on YouTube Join me as I launch my campaign to be America's Next Airline CEO! Here is a link to the official press release. Rather than be disappointed with what is being done at airlines around the United States to create a civilized travel experience, I decided to do something about it! I am embarking on a journey towards a leadership position in the airline industry. Anything is possible! As an airline employee for many years, I know the significant difference one employee can make on just one flight. That is the message I want to deliver to each and every fellow airline employee; that they can make an amazing difference by making one customer's trip just a little bit more enjoyable. Watch my YouTube video as I ask for your vote to become America's Next Airline CEO!

Stop Whining and Make Your Coach Seat Feel Like First Class

Dear Sky Steward,

I am completely fed up with being charged for everything when I fly coach. I flew Spirit Airlines recently and they even charged for a cup of coffee! Now, US Airways annouced that they will be charging for pillows and blankets. I can't believe it.

Why don't the airlines understand that they are making their customers angry!

Signed, Nickled and Dimed

Dear N.D.,

The Sky Steward respectfully suggests that you 'get over it'. Since even the Sky Steward is seated in coach on occasion, he has chosen a new way to look at these charges. He sees the ability to purchase items as a way to make a coach seat feel more like first class (sans the extra-space of course). He enjoys purchasing a bottle of merlot or two, plus on American Airlines, they have a premium nut mix that is excellent for only $4.00.

So rather than the airline deciding which amenities you receive, the choice is left up to the passenger. When he travels in coach, he starts out by using a pillow and/or blanket to cushion his elbows in the seat, turns on his mp3 player, puts in his noise reducing earbuds, buys his wine and mixed nuts, and enjoys the flight! It varies from airline to airline. For instance, on Jetblue, you must also purchase your pillow and blanket 'comfort pack' for $7.00, but that all but guarantees that they will be available since not everyone puts comfort as high on their priority list as you and the Sky Steward do.

Since most airlines are now accepting credit and debit cards for these types of onboard purchases, be sure to keep it close to make all of this as easy as possible. Enjoy flying first class for only a little bit more than the price of a coach ticket!

What is a Luxury Layover?

The Sky Steward loves to enjoy 'Luxury Layovers'! Let us tell you some of the things that normally happen on Luxury Layovers so that you will be well rested and prepared before jetting off. It's alot to do in 24 hours, but here is a sample of what The Sky Steward and friends do while on a layover.

AGENDA

• Pick up at the airport by private Lincoln sedan.
• Taken to 5 Star Hotel or Resort
• Check-in to Luxury Accommodations
• Pre-Shopping Luxury Lunch and Cocktails
• Shopping Spree (to make it fun, we look for bargains)
• Post-Shopping Gourmet Snack and Cocktails
• Late-Afternoon Massage, Mani, and Pedi
• Luxury Gourmet Dinner
• Entertainment in the Evening
• Luxurious Night's Sleep
• Sumptuous Room Service Breakfast
• Morning Workout and Steam
• Luxury Transfer to the Airport
• Flight Home

He hopes you'll join him on a non-working layover soon!

Sign up for the Jetiquette Travel Club and you could be enjoying a luxury layover in the Fall of 2009. Details will be included in the Jetiquette Travel Club Newsletter!