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Travel Blog
Get just compensation when things go awry on the road 1/31/2008 11:05:28 AM Link 0 comments | Add comment Here are 10 tips on how to complain and get compensation when you don't receive the service or product that you feel you paid for and deserve. These tips were published on MSN.com
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Here are 10 tips — from the beginning of the process to resolution — to make sure that your complaint squeaks the loudest and gets the most metaphoric grease.
1. Go for immediate gratification
The best complaint letter is the one you never have to write, so do whatever you can to solve the problem on the spot. If you can’t get instant gratification from the person with whom you’re dealing, speak to someone higher up the food chain. Schedule permitting, it’s worth investing some time in an on-site, ad hoc arbitration session.
2. Take good notes
As a business traveler, you’ll often have a sense very early in the process when something is amiss. Start taking notes immediately: Get times, places, names, and as many specifics as you can. Hold on to all receipts, tickets, boarding passes, and anything else that is part of the paper trail. And think like a businessperson: Keep track of anything and everything you’d want to know if it were your job to resolve the situation retroactively.
3. Act fast
Don’t throw your grievance file in the corner with your expense account. The longer you wait, the less likely it is that you’ll get any satisfaction. Initiate your complaint as soon as you get home.
4. Go with paper
Despite how reliant we all are on e-mail, most airlines and hotels are unwilling or unable to resolve problems electronically. Rely on an old-fashioned paper letter and snail mail. Use company stationery and never send a handwritten note. Make sure to attach copies, not originals, of all relevant pieces of the paper trail.
5. Send the complaint to a specific person
Letters generically addressed to customer service will be handled generically. If your problem is with a particular hotel or specific airport station, find out the name of the general manager or station manager and address the letter to that person. Unhappy with the frequent-travel program? Write to the vice president of marketing. If your problem is with a hotel chain, airline, or car-rental firm, write to the chief executive. You probably won’t get a response directly from the top dog, but most C-suite executives have staff specifically charged with handling letters addressed to them. (An interesting side note: A lot of business travelers I know have resolved their complaints by writing to the firm’s assistant general counsel. I don’t know why, but it seems to work.)
6. Keep it short and polite
Long missives that begin with the dawn of the millennium aren’t a good approach. Think of your complaint letter as a memo to your own CEO. Keep it brief, firm, and polite. Don’t clutter your letter with small indignities or frivolous complaints. Don’t go for revenge. It isn’t worth it — and anyway, you won’t get it.
7. Use your clout
Don’t bludgeon the airline or hotel with your clout, but don’t run away from it either. If you are an elite-level frequent traveler, put your account number and status on the letter. If the complaint is so serious that you’re thinking of moving your business elsewhere, say so. If you can impact your company’s travel policy and sway business away from the airline or hotel, say so. But don’t bluff. Only threaten what you are actually prepared to do. And don’t tell the company that you’ll never fly with them or rent a room from them again. If you proclaim yourself a lost customer, there’s very little incentive for the company to try to make amends.
8. Ask for something
Writing a letter of complaint without asking for some sort of tangible make-good is guaranteed to generate little more than a form-letter apology. Tell the airline, hotel, or car-rental firm exactly what is required to make you happy. But have a sense of proportion. A one-hour flight delay does not entitle you to a refund. A rude front-desk clerk isn’t grounds for a free night at a hotel. The punishment, so to speak, should fit the crime. Asking for hard cash is always tricky, although sometimes a refund is the only fair resolution. However, if you’d be happy with bonus miles or points, room or flight upgrades, or discount coupons, ask for them. If you’re a frequent traveler, elevation to the next level of elite status might be the best compensation of all.
9. Use your big plastic stick
I assume you know that you should never pay cash for travel services. That’s because you do have legal recourse if you charge your travel purchase. Under federal fair-credit laws, you have the right to contest any charge that you do not consider legitimate and that includes a travel purchase gone awry. If you’re in a row with an airline, hotel, or car-rental firm over a service they didn’t provide, immediately contest the charge with your credit card company.
10. Don’t give up
If the airline or hotel’s first response is insufficient, tell the person who responded to your letter that you aren’t satisfied. (By the way, don’t return any coupons, discounts, or checks they sent.) You’ll be surprised how often a second letter yields a better offer.
| Best Time to Book Airfares 1/28/2008 12:19:43 PM Link 0 comments | Add comment If you're booking airfare online, did you ever wonder if it matters what day of the week or what time of day you book?
The co-founder of Lessno.com, a Web site that offers international flights, says it does matter.
"Our experience with airlines has shown us that they update available seats around 12 a.m. Eastern time every day," said Assen Vassilev, who is also the company's CEO.
He added that weekend specials are usually released Thursday night. So, Vassilev said, late Thursday night is a good time to check for the best deals.
| Tips for Cruising -5 1/26/2008 7:18:25 PM Link 0 comments | Add comment These are the final two tips to help you optimize your cruise experience.
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9. Using elevators aboard ship instead of climbing the stairs. Keeping fit on a cruise is difficult, even with the athletic equipment, treadmills and jogging track. If you can, take advantage of opportunities to exercise, such as using the stairs instead of the elevators. Within a few days, that stairway to the dining room on Deck 12 from your cabin on Deck 5 will seem shorter and easier, and the evening's dessert will be less of an indulgence.
10. Heading home without a plan for lunch. Yes, the ship fed you so well that you may need to diet as soon as you get home. But what about the journey home? If you are flying, especially with short connection times, you could be eight to 12 hours without an opportunity for a meal.
Some cruise lines send their passengers home with a box lunch. Some airports offer healthful food for carryout. Make sure you will have something to eat on the way home. At the least, bag some snacks from the breakfast buffet aboard ship.
| Tips for Cruising - 4 1/25/2008 4:23:01 PM Link 0 comments | Add comment I have included 6 again from yesterday as a large part of it was left off the posting...my apologies.
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6. Underestimating the expenses. On the last evening of your cruise, you will get a bill for onboard expenses charged to your credit card. Basic sustenance is included in the cruise rate, but daily charges can be hefty on the large mass-marketed vessels.
These ships don't nickel-and-dime you anymore; they hit you for 10s, 20s and 100s. You may pay as much for expenses as you do for the cruise, which is something to consider when you compare cruise rates. Amenities are more often included in the rate on the pricier ships.
The big-ticket item for many vacationers is their beverage bill: cocktails and wine with dinner, of course, and also soft drinks and bottled water.
Shore excursions can cost $100 or more. Ice cream parlors, digital arcades, Internet use, spa treatments and some exercise classes can carry extra fees.
With few exceptions, your ship will automatically add to your bill a charge for staff tips, typically at $10 per day per person.
7. Failing to ask specific questions about children's programs. If you're taking the children, ask about activities for their age groups on your vacation dates; some cruise lines offer children's programs only at specific times of year.
Some ships are well prepared for children of all ages, with activities and pools in segregated areas; others have no designated zones and fewer trained employees.
On some cruises (notably during school holidays), children are likely to be aboard in large numbers, especially on such family-friendly ships as Carnival, Royal Caribbean, Princess and Norwegian.
If you don't want to be around the little darlings, book your cruise at another time. Ask your travel agent.
8. Arranging your own shore excursion without sufficient research. Booking directly with tour operators at port stops can be cheaper and better than what cruise lines offer. But be careful if you decide to roam off the beaten track into a potentially dangerous adventure. Cruise passengers have been injured and have died on excursions on which safety measures were not followed.
Make sure the outfitter has a good reputation (check out TripAdvisor.com and other sites that may have user reviews) and insurance (ask for proof) and that you make sure you have allowed plenty of time to get back to the ship. It may be worth the extra cost to let the cruise line handle the details, just for peace of mind.
| Tips for Cruising 3 1/24/2008 6:22:25 PM Link 0 comments | Add comment Here are more tips to enhance your cruise experience.
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5. Booking an inaugural cruise without considering the risks. If your goal is to be first on a new ship, buy a cabin on that initial voyage, at least the one that the cruise line says will be the inaugural. But be aware that inaugural cruises are notorious for delays and that the ship may not be completely shipshape. You will certainly encounter crew members who don't yet understand their jobs.
6. Underestimating the expenses. On the last evening of your cruise, you will get a bill for onboard expenses charged to your credit card. Basic sustenance is included in the cruise rate, but daily charges can be hefty on the large mass-marketed vessels.
| Tips for Cruising 2 1/23/2008 4:22:50 PM Link 0 comments | Add comment Here are two more tips to help make your cruising experience more enjoyable.
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3. Getting lax with sanitary precautions. Aboard ship, wash your hands frequently and always before eating, especially after touching the elevator buttons, door knobs or stairway handrails on the way to the dining room. Use the antibacterial liquids in machines scattered around the ship. With constant washing, cruise ship surfaces are cleaner than most public places. Your fellow passengers are not.
4. Leaving the country without a passport or insurance. Even if the cruise line says you don't need a passport, get one just in case you need to return quickly to the United States or obtain help from the State Department outside the country. Don't forget to check your out-of-country medical coverage; you may want to buy short-term insurance. (I also carry medical evacuation insurance.)
| Tips for Cruising 1 1/22/2008 2:30:59 PM Link 0 comments | Add comment Cruising provides a wonderful vacation, but like with any activity there are things you can do to maximize your experience and avoid problems. Over the next week I will be providing 10 tips that will help you get the most out of your next cruise.
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Taking a cruise can be an easy vacation. You pick a ship, an itinerary, pay and go. But as cruise lines offer an increasingly long list of amenities and accouterments, some at an extra charge, and target specific audiences, you need to do some homework to land a cruise that meets your wants and offers the best bang for the buck.
Here are the first 2 mistakes a savvy cruiser can avoid:
1. Ignoring the sun when booking a cabin. If you've booked a cabin with a balcony and want to enjoy sitting in the sunshine, you will want to know where Old Sol is going to be. If you are taking a voyage north-south, one side of the ship gets morning sun, the other the afternoon sun. If you are crossing the North Atlantic in fall or spring, the sun will rise and set on the south side of the ship, so if you want sun from early morning to late afternoon, book a cabin facing south, choosing the port (left) side going east to west and the starboard (right) side west to east. If you prefer shadows, book the opposite side.
2. Expecting fresh fish at dinner. Unless you see sailors trolling off the stern for today's catch, you can assume that most ships were provisioned at the home port. After a couple of days, you can expect that most perishable food came aboard frozen or ripening. This is where the more luxurious lines stand out, flying in fresh fish at port stops.
| Required Documents for Crossing the US-Canadian Border after January 31, 2008 1/21/2008 4:35:01 PM Link 0 comments | Add comment To cross the U.S.-Canadian border, a driver's license alone won't cut it anymore. Starting Jan. 31, you will need to have a passport or similarly secure document, or a combination of two other documents.
Single document option:
• U.S. or Canadian passport.
• U.S. passcard (these won't be available until spring).
• So-called "trusted traveler card," which includes NEXUS, SENTRI or FAST cards (These are typically used only by people who cross the border frequently, often for work).
• State or province issued "enhanced" driver's license (states are only beginning to produce these, so they are not available in most places).
• U.S. military ID with travel orders.
• U.S. merchant mariner document.
• Native American Tribal Photo ID card.
• Form I-872 American Indian Card.
• Indian and Northern Affairs Canada Card.
If you don't have a passport or one of these other IDs, there is a two-document option, the most likely combination being a driver's license and a birth certificate.
Border crossers can present a driver's license or ID card, or a U.S. or Canadian ID card, along with one of the following:
• Birth certificate.
• U.S. Consular report of birth abroad.
• U.S. Certificate of Naturalization.
• U.S. Certificate of Citizenship.
• U.S. Citizen Identification Card.
• Canadian citizenship card.
• Canadian certificate of citizenship without photo.
18 and under: U.S. and Canadian citizens 18 and younger need a birth certificate issued by a federal, state, provincial, county, or municipal authority.
Source: U.S. Dept. of Homeland Security
| Photocopy your valuable documents and stay on the grid Make a copy of all your important travel documents: passport (picture page), tickets or printed itinerary with ticket numbers, credit cards, driver's license, traveler's checks, etc. Do the same for the documents of your family members who are traveling with you. If documents are then lost or stolen, you will know exactly what is missing, and you will have the numbers handy. Keep these documents in your room, preferably in the safe or hidden away, not with the originals. Also create a list of phone numbers for anyone you may need to call for money or assistance, along with numbers for back-up contacts in case you can't reach someone - and be sure to copy this list as well.
With regard to your passport, keep it close to your body in an interior pocket. In 40 years of traveling, this editor has never lost a document until this New Year's when a thief lifted our passports from an exterior pocket (!) of a messenger bag. Finally, take the little bit of time it requires to register with your local embassy. This can usually be done online and greatly facilitates all contact with the embassy if either you need them or someone needs you.
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