The Battle in the UK has raged for some time over the issue of when is a package not a package. it relates to the charges for ATOL protection administered by a legal quango called the CAA who also happens to be the Aviation Regulatory body for the United Kingdom.
With the recent win (now being appealed) by Travel Republic that effectively put a ring fence around dynamic packaging and enabled such dynamic products to be exempt the charge - the formal authorities are faced with a dilemma. What to do about customer protection and how to pay for it?
This seems logical enough. If the UK insists on having a scheme that protects consumers then surely it should implement a straight forward one size fits all protection scheme. Either flat fee or some scale based on the value of the product purchased.
Not so fast. The UK government already did that - its called the APD - the air passenger duty. A somewhat sneaky and clearly unpopular aviation head tax.
As the UK is an island and it is almost impossible to get from the country to another without some form of public transportation (although many have tried!) a comprehensive solution would seem to be the best way forward.
The UK Government will have to come clean and make it a once size fits all - recognizing the vast differences in pricing of the products. And that the APD issues need to be resolved. or they should pull both and put a commercial operation in place to replace ATOL.
There is going to be some head scratching in Whitehall
Cheers
07 December 2009
06 December 2009
New Travel Planning Tools
Amadeus won the Innovators Award at the recent PCW Innovation Summit. So I thought I would also look at some other possible invocations in planning.
I like Yapta's tools for sliding the nuance of travel request. I love Skyscanner's month display - even though they have hidden it where as it used to be so easy to get to.
The vast majority of the world doesn't have English as the native language. I can tell you that there are certain countries where the adoption of English as the second language is sorely tested. Thus the assumption that English is the universal lingua franca is flawed. So are there any tools to help this work?
For some time - Google has had the "free" service of Google translate. Now it has become mainstream. I didn't notice it until I started to surf from a foreign entry point (I have been in several markets where Google's home language is not English) and it works quite well so my friends tell me.
I did a search and came up with this little article from WebNews that points out the possible challenge that Bing Travel will have with Google's Translate features.
There is good news and bad here.
First the bad news. There will be a lot of these tools emerging in recent time. And this could not happen too soon as the consumer loses patience with the current version 1.0 travel planning tools. But there is little consistency and it still requires a lot of customer explicit interaction. What I would like to see is the more lean back type of solution as espoused by Google's translate. IE where the amount of work to be done is less and you dont have to overly involve yourself in the process. Further bad news is that the tools at the back are still sorely lacking.
The good news? These are coming. As soon as someone effectively cracks the L2B problem then we can see a better solution for everything.
Watch out people in the middle - if you dont wise up then you will be toast.
Perhaps this is why Amadeus is investing so much money in these new tools.
Cheers
I like Yapta's tools for sliding the nuance of travel request. I love Skyscanner's month display - even though they have hidden it where as it used to be so easy to get to.
The vast majority of the world doesn't have English as the native language. I can tell you that there are certain countries where the adoption of English as the second language is sorely tested. Thus the assumption that English is the universal lingua franca is flawed. So are there any tools to help this work?
For some time - Google has had the "free" service of Google translate. Now it has become mainstream. I didn't notice it until I started to surf from a foreign entry point (I have been in several markets where Google's home language is not English) and it works quite well so my friends tell me.
I did a search and came up with this little article from WebNews that points out the possible challenge that Bing Travel will have with Google's Translate features.
There is good news and bad here.
First the bad news. There will be a lot of these tools emerging in recent time. And this could not happen too soon as the consumer loses patience with the current version 1.0 travel planning tools. But there is little consistency and it still requires a lot of customer explicit interaction. What I would like to see is the more lean back type of solution as espoused by Google's translate. IE where the amount of work to be done is less and you dont have to overly involve yourself in the process. Further bad news is that the tools at the back are still sorely lacking.
The good news? These are coming. As soon as someone effectively cracks the L2B problem then we can see a better solution for everything.
Watch out people in the middle - if you dont wise up then you will be toast.
Perhaps this is why Amadeus is investing so much money in these new tools.
Cheers
Stupid Airline Trick #752
Like many Frequent Flyers - I spend a lot of time boarding aircraft and exiting aircraft. It is a somewhat stressful time (or maybe I am just a worry wart).
So this award goes to the whole industry for their arcane policies on boarding aircraft.
I have several examples so I am not going to pick on anyone in particular because I am just using these as examples of time and effort wasted.
EG
Air France's small boarding gates in Terminal F at CDG. Also the way they board. With special boarding pass readers where someone actually puts the paper into a self service machine.
Lufthansa's forcing you to use self service machines in smaller airports without any corresponding availability of trouble shooter people. Its hard enough for me as a FF - for a little old lady from Pasadena it could be quite intimidating.
Delta's in and out of the Red Coats at ATL. Some times they are there - many times they are not. When things get tough (both dynamically and procedurally) they seem to disappear.
Certain airports premium paid early boarding for LCC carriers. For example CIA in Rome where you pay then get on a bus ... along with the other passengers who didn't pay for it!
Air Asia's boarding herd process. I am sure someone is going to get killed at BKK.
And my favorite one above all - is the stupid boarding from back to front. All the studies show this is not the best way to board. So why do they still do it.
If you would like to trawl through this blog you can actually find a story I did on the most efficient form of boarding.
So for this reason the industry - airports and airlines get the Stupid Airline Trick award.
Cheers
So this award goes to the whole industry for their arcane policies on boarding aircraft.
I have several examples so I am not going to pick on anyone in particular because I am just using these as examples of time and effort wasted.
EG
Air France's small boarding gates in Terminal F at CDG. Also the way they board. With special boarding pass readers where someone actually puts the paper into a self service machine.
Lufthansa's forcing you to use self service machines in smaller airports without any corresponding availability of trouble shooter people. Its hard enough for me as a FF - for a little old lady from Pasadena it could be quite intimidating.
Delta's in and out of the Red Coats at ATL. Some times they are there - many times they are not. When things get tough (both dynamically and procedurally) they seem to disappear.
Certain airports premium paid early boarding for LCC carriers. For example CIA in Rome where you pay then get on a bus ... along with the other passengers who didn't pay for it!
Air Asia's boarding herd process. I am sure someone is going to get killed at BKK.
And my favorite one above all - is the stupid boarding from back to front. All the studies show this is not the best way to board. So why do they still do it.
If you would like to trawl through this blog you can actually find a story I did on the most efficient form of boarding.
So for this reason the industry - airports and airlines get the Stupid Airline Trick award.
Cheers
Stupid Airline Trick #402
So as I am in Brazil this week - I thought I would open the file of the odd, the weird and the downright not quite sane Airline tricks.
Today's award goes to British Airways (why am I always picking on them???) for their Policy at LHR on arrivals lounge.
So I am Silver (thank you I qualified again) on BA's FF Program. As a verry frequent traveler - according to Tripit - I lead my network on the number of miles flown this year. (211,000) And I still have 3 long haul flights to go!!!!
So I chose my airlines carefully based predominately on time and location. Thus schedule and certain amenities are very important to me. I like BA because they provide a service on departure and arrival. They have been pretty innovative in the middle of the legacy carrier pack to customer services. T5 after nearly 2 years is a pretty good product - it still has some quirks. The Showers finally work properly and the service while somewhat indifferent is still a cut above the majority of US airlines.
At the moment I am working with a startup so I have to set an example of flying in the back of the bus when it works. So I was surprised to learn that the Executive Silver allows me the departure privileges BUT NOT ARRIVAL.
One of the keys to airline service is to provide a consistent level of service across the board. This shows how somewhat silly BA is for this policy. Oh BTW to make it even more bizarre - QF will allow you to do this on BA's coach ticket.
So much for the seamless service.
Now consider in context my post on BA's new seating policy and I think you get the picture.
Some customer czar is needed at BA to drive a consistent customer face.
If not then I will continue to hammer BA in this blog.
Cheers
Today's award goes to British Airways (why am I always picking on them???) for their Policy at LHR on arrivals lounge.
So I am Silver (thank you I qualified again) on BA's FF Program. As a verry frequent traveler - according to Tripit - I lead my network on the number of miles flown this year. (211,000) And I still have 3 long haul flights to go!!!!
So I chose my airlines carefully based predominately on time and location. Thus schedule and certain amenities are very important to me. I like BA because they provide a service on departure and arrival. They have been pretty innovative in the middle of the legacy carrier pack to customer services. T5 after nearly 2 years is a pretty good product - it still has some quirks. The Showers finally work properly and the service while somewhat indifferent is still a cut above the majority of US airlines.
At the moment I am working with a startup so I have to set an example of flying in the back of the bus when it works. So I was surprised to learn that the Executive Silver allows me the departure privileges BUT NOT ARRIVAL.
One of the keys to airline service is to provide a consistent level of service across the board. This shows how somewhat silly BA is for this policy. Oh BTW to make it even more bizarre - QF will allow you to do this on BA's coach ticket.
So much for the seamless service.
Now consider in context my post on BA's new seating policy and I think you get the picture.
Some customer czar is needed at BA to drive a consistent customer face.
If not then I will continue to hammer BA in this blog.
Cheers
05 December 2009
British Airways's New (Paid) Seating Policy VERY COMPLICATED
I have written before that BA's new seating policy was way too complicated. So one of the Professors sent me the ACTUAL BA Travel Agent Guide for the new seating policy.
Brace yourself....
ITS TWENTY ONE PAGES LONG!!!!
What are they thinking? I like BA's services in general but they do tend to give me a lot of fodder for this blog because they tend to do some rather silly things.
This is another example of why things need to be simpler. If this is the official guide for the agent - imagine how complicated and confusing it could be for a consumer.
I am absolutely amazed at this. if you would like a copy - email me and I will send it privately to you.
This is a public service of the Professor Sabena Blog.
Cheers
Brace yourself....
ITS TWENTY ONE PAGES LONG!!!!
What are they thinking? I like BA's services in general but they do tend to give me a lot of fodder for this blog because they tend to do some rather silly things.
This is another example of why things need to be simpler. If this is the official guide for the agent - imagine how complicated and confusing it could be for a consumer.
I am absolutely amazed at this. if you would like a copy - email me and I will send it privately to you.
This is a public service of the Professor Sabena Blog.
Cheers
04 December 2009
So Who The Heck Is it?
Airbus snuck in (a little unsubtly) an unnounced order for 52 A320 class aircraft.
Speculation is rife.
So here is a short list of my candidates!
United
Ryanair
Delta
I probably have it wrong but its nice to purely speculate.
When its revealed who it is - then I will give you my reasons
BTW there is a caveat. I am assuming these are firm orders. Airbus tends to have a habit of having somewhat flexible orders.
Cheers
When Is A Guaranteed Fare Not One? Ask BA
During the past week we have seen what can happen when an iconic brand is severely damaged by a single event - intentional or not.
One of the integral parts of the Air Transportation system is that the contractual relationship between the airline and its customers is firm and hard.
The customer is required to perform and the agent in the middle (should there be one) is required to ensure enforcement of many complex and in quite a few cases seemingly arcane rules.
This is the basis of the passenger airline system. So it comes as a big surprise to find out that the product you buy as a consumer from the airline is not in fact guaranteed.
The case I am specifically pointing to is British Airways and the infamous $40 fare from the US to India. The details are not in dispute - but 2200 people bought the fare. Can you say Viral!!!!
BA canceled the bookings and offered a $300 compensation credit. Then the DOT stepped in. At which point BA upped the ante and provided additionally compensation for the impact of the canceled reservations with hotels cars etc.
if you would like to read BA's statement on the matter (its quite buried below the fold) click here. But do it quickly I doubt it will be there long.
When the DoT stepped in the Secretary was happy to report:"We are pleased to see that British Airways has accepted responsibility for the fares it published," Ray LaHood said.
I think that both BA and the DOT were fundamentally wrong here. BA for the initial mistake and not honouring its fares and the DOT for creating a precedent and effectively a get out of jail free card for any airline who doesn't like the fares they have contracted for. Chaps this is not good at a time when Congress is agitating for a Passenger Bill of Rights - you have collectively undermined the whole basis of the contract between any airline and the general public with the DOT's blessing.
So Go On Be A .... Tiger
One of the integral parts of the Air Transportation system is that the contractual relationship between the airline and its customers is firm and hard.
The customer is required to perform and the agent in the middle (should there be one) is required to ensure enforcement of many complex and in quite a few cases seemingly arcane rules.
This is the basis of the passenger airline system. So it comes as a big surprise to find out that the product you buy as a consumer from the airline is not in fact guaranteed.
The case I am specifically pointing to is British Airways and the infamous $40 fare from the US to India. The details are not in dispute - but 2200 people bought the fare. Can you say Viral!!!!
BA canceled the bookings and offered a $300 compensation credit. Then the DOT stepped in. At which point BA upped the ante and provided additionally compensation for the impact of the canceled reservations with hotels cars etc.
if you would like to read BA's statement on the matter (its quite buried below the fold) click here. But do it quickly I doubt it will be there long.
When the DoT stepped in the Secretary was happy to report:"We are pleased to see that British Airways has accepted responsibility for the fares it published," Ray LaHood said.
I think that both BA and the DOT were fundamentally wrong here. BA for the initial mistake and not honouring its fares and the DOT for creating a precedent and effectively a get out of jail free card for any airline who doesn't like the fares they have contracted for. Chaps this is not good at a time when Congress is agitating for a Passenger Bill of Rights - you have collectively undermined the whole basis of the contract between any airline and the general public with the DOT's blessing.
So Go On Be A .... Tiger
02 December 2009
A380 takes another hit. The Impact EK’s "Hiatus "
The largest customer of the Airbus Behemoth has announced it is taking a breather in A380 deliveries at the end of 2010.
Whether this is a function of the troubles in the Emirate of Dubai is to be seen – however there is one thing for sure – EK is now a pawn in a larger game. The reverberation of the collapse of the Dubai bubble is going to be felt in Toulouse and it is unlikely that Seattle will escape unharmed either.
There is more than the initial list of casualties in the current Dubai World troubles. The issue is going to be the pipeline of future commitments. Consider this – the UAE’s order book of aircraft has been predicated on cheap cash backed by AAA securities. With Dubai’s ability to continue to sustain such ratings it means that there is going to be a significant rise in the cost of money to EK and probably to other entities such as Dubai Aerospace and its various leasing arms. Looking at the disproportionate amount of orders outstanding it will have a long term impact.
Oh yes and another thing – because EK is a healthy business the chances are that it will become a pawn and possibly become collateral for some of the real estate debts is not an unrealistic possibility. In turn this could bring down EK's high value.
Hmm – seems there is going to be tough times all round. The GCC is going to reverberate with this for some time.
Whether this is a function of the troubles in the Emirate of Dubai is to be seen – however there is one thing for sure – EK is now a pawn in a larger game. The reverberation of the collapse of the Dubai bubble is going to be felt in Toulouse and it is unlikely that Seattle will escape unharmed either.
There is more than the initial list of casualties in the current Dubai World troubles. The issue is going to be the pipeline of future commitments. Consider this – the UAE’s order book of aircraft has been predicated on cheap cash backed by AAA securities. With Dubai’s ability to continue to sustain such ratings it means that there is going to be a significant rise in the cost of money to EK and probably to other entities such as Dubai Aerospace and its various leasing arms. Looking at the disproportionate amount of orders outstanding it will have a long term impact.
Oh yes and another thing – because EK is a healthy business the chances are that it will become a pawn and possibly become collateral for some of the real estate debts is not an unrealistic possibility. In turn this could bring down EK's high value.
Hmm – seems there is going to be tough times all round. The GCC is going to reverberate with this for some time.
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