Airline consumer complaints down from previous year

By BA Staff

Airline consumer complaints filed with DOT’s Aviation Consumer Protection Division during the first nine months of this year were down 14.1 percent from the first nine months of 2012, according to the U.S. Department of Transportation’s Air Travel Consumer Report released.

From January to September 2013, the Department received 10,439 consumer complaints, down from the total of 12,153 filed during the first nine months of 2012. In September, the Department received 1,008 complaints about airline service from consumers, down 6.8 percent from the 1,081 complaints filed in September 2012 and down 23.5 percent from the 1,318 received in August 2013.

The consumer report also includes data on tarmac delays, on-time performance, cancellations, chronically delayed flights, and the causes of flight delays filed with the Department’s Bureau of Transportation Statistics (BTS) by the reporting carriers.  In addition, the consumer report contains information on airline bumping, mishandled baggage reports filed by consumers with the carriers, and disability and discrimination complaints received by DOT’s Aviation Consumer Protection Division.  The consumer report also includes reports of incidents involving the loss, death, or injury of pets traveling by air, as required to be filed by U.S. carriers.

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New rules to make flying easier for passengers with disabilities

By BA Staff

The U.S. Department of Transportation (DOT), to ensure equal access to air transportation for all travellers, is requiring airline websites and automated airport kiosks to be accessible to passengers with disabilities.

In addition, DOT will allow airlines to choose between stowing wheelchairs in a cabin compartment on new aircraft or strapping them to a row of seats, an option that will ensure that two manual, folding wheelchairs can be transported at a time.

The new rules are part of DOT’s continuing implementation of the Air Carrier Access Act of 1986.

U.S. Transportation Secretary Anthony Foxx said

“All air travelers should be treated fairly when they fly, regardless of any disabilities they may have. These new rules build on our past work in ensuring that our air transportation system is accessible for everyone, while balancing both airlines’ and passengers’ need for flexibility.”   

Under the new websites-and-kiosks rule, covered airlines will be given up to two years to make pages of their websites that contain core travel information and services accessible to persons with disabilities, and to make all of their web pages accessible within three years.

Websites are required to meet the standards for accessibility contained in the widely accepted Website Content Accessibility Guidelines (WCAG). The requirement applies to both U.S. and foreign airlines, with websites marketing air transportation to U.S. consumers for travel within, to, or from, the United States. 

The rule also requires ticket agents to disclose and offer web-based discount fares to customers unable to use their sites due to a disability starting within 180 days after the rule’s effective date.   Airlines are already required to provide equivalent service for consumers who are unable to use inaccessible websites. Under the new rule, airlines must also offer equivalent service to passengers with disabilities who are unable to use their websites even if the websites meet the WCAG accessibility standards.

In addition, any automated kiosks installed at U.S. airports for services -- such as printing boarding passes and baggage tags --must be accessible to passengers with disabilities until at least 25 percent of all kiosks at each airport location are accessible. Even if no new kiosks are installed, 25 percent of kiosks at each airport location must be accessible within 10 years. The standards for accessible kiosks are based on those set by the U.S. Department of Justice for ATM and fare machines in its 2010 Americans with Disabilities Act rule as well as the Section 508 standards for self-contained closed products, such as copiers.

DOT’s wheelchair rule provides airlines with more flexibility because it permits airlines to transport passenger wheelchairs by strapping them across a row of seats using a strap kit that complies with applicable safety standards, in addition to stowing them in a closet or similar compartment. In 2008, DOT issued a rule prohibiting airlines from using the seat-strapping method on new aircraft as an alternative to stowing the manual wheelchair in a closet or similar compartment. In that same rule, DOT allowed the use of a seat-strapping method on existing aircraft. Based on a fuller evaluation of the costs and benefits, DOT has now revised its position to also allow the use of seat-strapping on new aircraft subject to certain conditions.   For example, if an airline chooses to use the seat-strapping method to stow a wheelchair, it must transport two wheelchairs in the cabin if requested unless stowing the second wheelchair would displace other passengers.

If an airline chooses to use a closet to stow a wheelchair, then it will still be required to stow only one wheelchair in the cabin. However, in this case it must install a sign or placard prominently on the closet indicating that a wheelchair and other assistance devices are to be stowed in this area with priority over other items brought onto the aircraft by other passengers or crew, including crew luggage.

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PHOTOS: Star Alliance opens new lounge at Los Angeles International Airport

by BA Staff

The new joint Star Alliance lounge at the Tom Bradley International Terminal (TBIT) at Los Angeles International Airport opened its doors on 25th September. The new lounge, designed by global architectural firm Gensler, has more than 18,000 square feet of floor space, and an open air terrace offering panoramic views of the airport's northern runway looking towards the Hollywood Hills. In addition to the terrace, the lounge also offers a bar area, a library space, a den, a study, a media room, and eight shower rooms.

The lounge has space for around 400 passengers, including an exclusive area for passengers traveling in First Class. Access is provided for passengers traveling in Business or First Class, or for passengers with Star Alliance Gold frequent flyer status. The following are pictures of the new lounge:

Image Credit: Star Alliance

Image Credit: Star Alliance

Image Credit: Star Alliance

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Interesting trivia: It takes 96 people to fly an airline passenger

by Devesh Agarwal

A montage of photos to create a globe. Image courtesy BA.

British Airways has calculated the number of essential people involved in the customer journey in order to fly.

It is 96 different roles, across 18 different departments, using over 11 external suppliers in the process. This figures rises to 107 for premium customers, which normally includes the additional benefits of additional personalised service, fast track boarding, lounge access, and transportation, meet and greets, etc.

Before flying there are 23 crucial roles behind the scenes working to ensure everything is in place for your flight. On the day you fly, there are 38 people that contribute directly to getting you in the air. On board there is an average flight team of 16 people, including cabin crew, flight crew, may be engineers, and upon landing a further 19 people ensure your safe arrival and exit.

If one looks at just one strand in the chain; as an example a fish dish served to customers on board;

• it starts at Severn and Wye smokery in Gloucestershire, in the United Kingdom, where the fish is farmed and pre-prepared. 
• At Gate Gourmet, the flight kitchen, in London, meal trays are assembled and dishes freshly prepared ahead of flying. 
• Global logistics major Kuehne and Nagel deliver the cutlery, crockery, and tableware for the meal trays. 
• The menu has been considered for quality, taste and seasonality in advance by Mark Tazzioli, the menu manager at British Airways. 
• The meal is loaded in to food carts which are sealed by a security inspector, transported on special meal trucks that undergo more elaborate security checks, before being loaded in to the aircraft's galley. 
• On board a member of cabin crew prepares and another delivers the meal. 
• Once enjoyed, the process is reversed. The meal tray is stacked in to food carts, and returned to the galley. For premium passengers the tray is cleared and loaded into the food carts in the galley. When the aircraft lands, the containers are offloaded and returned to Gate Gourmet for cleaning, and the whole process starts again.

The equipment carried is equally challenging. On board a typical long-haul British Airways Boeing 747 flight, there will be 1,263 items of metal cutlery, 735 glasses, 233 toothpicks, 337 copies of the in-flight magazine, 2,000 ice cubes, 99 full bottles and 326 quarter bottles of wine, 58 toilet rolls, 337 donation envelopes to ‘Flying Start’ charity, and 40 skyflyer packs for children.

Abigail Comber, British Airways head of marketing, said:

“Our new TV advert shows the work that goes on behind the scenes, in order to get 100,000 people in the air every day. The research gave us a real appreciation for every single person that makes flying a seamless process. From the tug driver to the ramp agent, from NATS air traffic control to our chefs – there’s more people than you realise, that get you from A to Z.”

See the TV advert here.

Share your interesting aviation trivia via a comment.

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Delta brings Windows Phones to flight attendants in-flight

Atlanta-based full service carrier Delta Air Lines has announced that its flight attendants today began using new Windows Phone 8 handheld devices to streamline on-board purchases. Find more details below.

22nd August 2013

ATLANTA, Aug. 22, 2013 /PRNewswire/ -- More than 19,000 Delta Air Lines (NYSE: DAL) flight attendants today begin using new Windows Phone 8 handheld devices that will streamline on-board purchasing as Delta continues its investment in technological innovation to improve the customer experience.

"Delta's 19,000 in-flight professionals are there for the safety and comfort of our customers, and equipping them with innovative solutions means they can better meet our customers' needs on board every flight," said Joanne Smith, senior vice president – In-Flight Service. "This is yet another way we're investing in technology to improve the customer experience."

The Windows Phone 8 device, a Nokia Lumia 820, enables Delta flight attendants to offer:

• Near real-time credit card processing for on-board purchases, including upgrades to Delta's popular Economy Comfort seating. On-board Economy Comfort upgrades will begin on transcontinental and international flights before being offered on flights across Delta's system.
• Convenient eReceipts that can be emailed to customers.
• Customers' use of pre-paid credit cards for on-board purchases.
• Quicker transaction processing times.
• In the near future, the ability to read coupons displayed on a customer's mobile device.
• More efficient service recovery.

On Aug. 26, flight attendants on Delta Connection flights also will begin using the device.

In the future, Delta expects to provide flight attendants with certain customer-specific information to enable more personalized service.

This solution was developed by Microsoft, Avanade and AT&T after months of development and feedback from flight attendants. The Windows Phone 8 devices will include a Delta-specific customer experience developed by Avanade on the Microsoft Dynamics for Retail mobile point-of sale platform and will operate over Wi-Fi and AT&T's 4G LTE Network. The agreement includes plans to expand the solution over the next three years to the newest Nokia devices.

The new handheld device is Delta's latest investment in technology for customers and employees, which in the past year has included the Fly Delta app for iPad, the launch of the new delta.com in December 2012 and revamped self-service kiosks in September 2012. Delta also offers its popular Fly Delta app for iPhone, Windows Phone, Android and Blackberry smartphones, and today offers in-flight Wi-Fi on more than 800 aircraft.

Delta Air Lines serves more than 160 million customers each year. Delta was named by Fortune magazine as the most admired airline worldwide in its 2013 World's Most Admired Companies airline industry list, topping the list for the second time in three years. With an industry-leading global network, Delta and the Delta Connection carriers offer service to 327 destinations in 63 countries on six continents. Headquartered in Atlanta, Delta employs nearly 80,000 employees worldwide and operates a mainline fleet of more than 700 aircraft. The airline is a founding member of the SkyTeam global alliance and participates in the industry's leading trans-Atlantic joint venture with Air France-KLM and Alitalia. Including its worldwide alliance partners, Delta offers customers more than 15,000 daily flights, with hubs in Amsterdam, Atlanta, Cincinnati, Detroit, Memphis, Minneapolis-St. Paul, New York-LaGuardia, New York-JFK, Paris-Charles de Gaulle, Salt Lake City and Tokyo-Narita. Delta is investing more than $3 billion in airport facilities and global products, services and technology to enhance the customer experience in the air and on the ground. Additional information is available on delta.com, Twitter @Delta, Google.com/+Delta and Facebook.com/delta.

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Qatar Airways confirms Dreamliner debut in India

by Vinay Bhaskara

Qatar Airways Boeing 787 Dreamliner - Image Credit: Qatar Airways

MEB3 carrier Qatar Airways has provided confirmation of the plans to bring its Boeing 787 Dreamliner to India via the Doha-Delhi and Doha-Bangalore sectors from September 1st. Bangalore Aviation had previously reported on the new aircraft placement via a report from Airline Route.

Qatar Airways Dreamliners are configured with 254 seats with 22 flatbed business class seats in a 1-2-1 configuration and 232 economy class seats in a tight 9-abreast 3-3-3 configuration. Both routes are served daily as red-eyes. Qatar Airways becomes the second carrier from the MENA region (Middle East and North Africa) to operate the 787 to India after Star Alliance member Ethiopian Airlines.

Qatar Airways' introduction of the Dreamliner is a smart strategic move in advance of the massive expansion of fellow MEB3 carrier Etihad's Indian operation via the yet to be approved Jetihad partnership.

Find more details in the press release below.

19th August 2013

QATAR AIRWAYS’ DREAMLINER DEBUTS IN INDIA

Airline Introduces the 787 Dreamliner service on Delhi and Bangalore routes

19th August 2013

Mumbai, INDIA – Qatar Airways has announced plans to extend its Boeing 787 Dreamliner route network to India with the launch of services to and from Delhi and Bangalore starting September 01, 2013. The introduction of the state-of-the-art Dreamliner service promises the airlines’ passengers with an unparalleled level of service, comfort and travel experience.

Commenting on the occasion, Henry Moses, Qatar Airways Country Manager, India, said “In line with our commitment to offer our passengers the most exceptional travel experience, we are delighted to introduce Qatar Airways’ Dreamliner on two of our important Indian routes. The introduction of our Dreamliner service provides our passengers with an unbeatable level of service and comfort besides reiterating our firm belief in the 787s unrivalled capabilities and the value it will add to Qatar Airways’ plans to continue delivering on its promise of quality.”

“Our 787s provide a game-changing experience with specially designed interiors, spacious cabins and custom-made seats in both Business and Economy Class. We are confident that our patrons flying to and from Delhi and Bangalore routes will luxuriate in the enhanced travel experience on-board the Qatar Airways’ Dreamliner,” Moses added.

Qatar Airways has 254 custom-made seats across its 787 Business and Economy Class cabins with specially designed interiors. Business Class is configured 1–2–1 with 22 seats, while Economy has a 232 seating capacity in a 3–3–3 layout. All seats in Business Class are fully reclinable.

The airline’s 787s are the world’s first fully connected Dreamliners with wireless facilities for passengers to remain in touch with friends and colleagues on the ground through the internet and SMS mobile texting across both Business and Economy cabins. The 787 Dreamliners complement the ultra-luxurious customer service and experience Qatar Airways promises to its passengers.

India remains to be a key market for Qatar Airways having an extensive route network offering 95 passenger flights non-stop each week from 12 gateway cities to Doha. Currently, Indian operations cover daily services to Doha from Mumbai, Ahmedabad, Amritsar, Goa, Hyderabad, Kolkata, Kozhikode, Trivandrum, Chennai and Bangalore, together with 11-flights-a-week from Cochin and double daily flights from Delhi.

Flights from India connect via Doha to popular cities in Qatar Airways’ global network including London, New York, Montreal, Washington, Dubai, Nairobi, Paris, Frankfurt and Oslo.

Qatar Airways, the national airline of the State of Qatar has taken delivery of eight of its 60 Dreamliners and has been flying the aircraft from Doha to Dubai, London, Munich, Stockholm, Riyadh, Jeddah, Zurich and Frankfurt. The airline will also be flying the Dreamliner to Oslo and Copenhagen from September.

Qatar Airways has seen rapid growth in just 16 years of operations, currently flying a modern fleet of 129 aircraft to 128 key business and leisure destinations worldwide.

Qatar Airways has so far launched six destinations this year – Gassim (Saudi Arabia), Najaf (Iraq), Phnom Penh (Cambodia), Chicago (USA), Salalah (Oman) and Basra (Iraq).  Over the next few weeks and months, the network will grow further with Sulaymaniyah, Iraq (August 20), Chengdu, China (September 3) and the newly-announced routes of Addis Ababa, Ethiopia (September 18), Clark International Airport, Philippines (October 28) and Philadelphia, USA (2 April 2014).

QATAR AIRWAYS’ BOEING 787 INDIAN ROUTES SCHEDULES

Delhi

DOHA – DELHI (Daily)
Depart Doha on QR232 at 2100hrs, arrive in Delhi at 0325hrs (next day)

DELHI – DOHA (Daily)
Depart Delhi on QR233 at 0450hrs, arrive in Doha at 0630hrs

Bangalore

DOHA – BANGALORE (Daily)
Depart Doha on QR226 at 2020hrs, arrive in Bangalore at 0310hrs (next day)

BANGALORE – DOHA (Daily)
Depart Bangalore on QR227 at 0440hrs, arrive in Doha at 0625hrs

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WestJet introduces Plus

Earlier today, Canadian LCC Westjet announced the launch of Plus, a part of the airline's fare bundle roll-out, offering several benefits. Find the details below.

19th August 2013

CALGARY, Aug. 19, 2013 /CNW/ - WestJet today announced the market launch of Plus, an important part of the airline's fare bundle roll-out, offering additional flexibility, comfort and convenience to guests looking for more options.

Plus includes:

• complimentary flight change and cancel options
• extra baggage allowance (two free checked bags)
• extra legroom (36-inch seat pitch)
• a complimentary food item and alcoholic beverages from our inflight menu
• advance boarding and overhead bin space
• priority security screening at available airports

"Plus is the answer for a growing market of travellers who have asked for more choice and flexibility at lower fares than exist today," said Bob Cummings, WestJet Executive Vice-President, Sales, Marketing and Guest Experience. "The introduction of Plus allows us to offer guests the same guest experience they have always enjoyed while providing additional features to meet their needs. What WestJet includes in Plus is offered at a price much lower than what competitors have made available to date and I am proud that WestJet continues to drive value for the travelling public. Plus is an excellent choice for business travellers and guests who require greater flexibility, more amenities and less planning around their travel dates."

Plus completes the fare bundle launch that began earlier this year with the fleet reconfiguration, creating additional legroom in the first three rows of seating in all of WestJet's 103 Boeing Next Generation 737 aircraft. Guests can now choose Econo, Flex, or Plus fares at time of booking at westjet.com, via our Sales Super Centre at 1-888-WESTJET (937-8538), or through their preferred travel agent based on individual itinerary and travel requirements. By offering three fare levels, WestJet continues to provide Canadians with affordable travel options along with its signature fun, friendly and caring service.

"Plus is the latest investment WestJet has made for the business traveller," concluded Bob Cummings. "Our ever-improving schedule enhanced through our airline partnerships and the launch of WestJet Encore provides the connectivity our business guests need. WestJet Rewards is a simple and transparent rewards program backed by one of the most trusted brands in Canada."

To ensure availability, guests wishing to purchase Plus are encouraged to do so in advance of their flight. Based on availability, guests who purchase Econo and Flex fares may select a seat in Plus for a fee at check-in and receive priority boarding, first access to overhead bin space, added legroom and complimentary food and beverages or on board the aircraft to receive additional legroom and complimentary food and beverages.

About WestJet
WestJet is Canada's most preferred airline, offering scheduled service to 87 destinations in North America, Central America and the Caribbean. Powered by an award-winning culture of care, WestJet pioneered low-cost flying in Canada. Recognized nationally as a top employer, WestJet now has more than 9,600 WestJetters across Canada. Operating a fleet of more than 100 Boeing Next-Generation 737 and Bombardier Q400 NextGen aircraft, WestJet strives to be one of the five most successful international airlines in the world. This year, WestJet launched its new regional airline, WestJet Encore.

About WestJet Vacations
WestJet Vacations provides guests with affordable, reliable and easy-to-book travel experiences to 55 destinations in 18 countries, including the United States, Mexico and the Caribbean. Leveraging WestJet's fun and friendly image, extensive network and remarkable guest experience, WestJet Vacations offers guests a great flight schedule and a wide variety of hotel and resort options to create fun and affordable vacation experiences.  For more information visit www.westjetvacations.com.

About WestJet Rewards
WestJet Rewards members earn WestJet dollars on WestJet flights, vacation packages and more. WestJet dollars can be used like cash towards the purchase of WestJet flights and WestJet Vacations packages on any date to any WestJet or WestJet Encore destination with no blackout periods, even on seat sales. More flights equal more benefits, including bonus WestJet dollars and Jet-Aways. Guests who use their WestJet RBC MasterCard will earn WestJet dollars even faster.

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US Airways upgrades inflight experience

by Vinay Bhaskara

Earlier this week, Tempe based US Airways announced several upgrades to its on-board product including the following (as per a report from Inflight Weekly):

US Airways Domestic First Class - Image credit - US Airways

• A new look and branding for the domestic First Class meal tray
• New china for domestic First Class to align with the Envoy design on long haul international flights
• Refresh of domestic First Class meals to address quality and provisioning ratios
• Snack basket for pre-arrival service on long-haul domestic flights
• New continental breakfast concept on domestic red-eye flights
• Newly designed Envoy amenity kit with enhanced content
• A new modern design wine glass for Envoy
• Complimentary headsets on transoceanic flights to Europe, the Middle East, and South America in Economy class
• Complimentary beer/wine during primary meal service on transoceanic flights in Economy class
• DineFresh Economy meals for purchase on return flights to the U.S.

Many of these changes are long overdue. US Airways has by far the poorest service of any domestic first class product; lacking meals on flights shorter than three and a half hours.

I flew US Airways First earlier this year La Guardia – Washington Reagan – Kansas City, and it was definitely underwhelming.

The addition of china for domestic First Class adds a significant touch of class and increases the product’s appeal for frequent flyers. The long haul economy class product on close to half of routes (those operated by Boeing 757/767) doesn't even have in-seat entertainment so the complimentary headsets are nice; as is the complimentary beer/wine for most travelers.

US Airways First Class snack basket - credit US Airways

DineFresh looks intriguing on the website with strong options including a vegetarian offer; premium meals in economy class are already utilized by Air France and KLM so the concept isn't unique. The price, at $19.99 is a little steep, but I’ll have the opportunity to try it out later this year when I fly either Philadelphia-Rome on the A330-300 or Zurich-Philadelphia on the 767-200ER (both in economy class).

As US Airways moves closer to a merger with Dallas Fort Worth based American Airlines, improving its product quality is an important, if under-appreciated step in smoothing the merger process.

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