On Thursday, I was given the go ahead to travel to Kuala Lumpur, Malaysia and to be in the office on Tuesday. The customer specified that the travel budget including hotel was $4000. This left me rather short – searches on Delta, Air France and KLM were running over $5000. But a mixed itinerary brought it down to $2500: CLT-ATL-LAX on Delta, LAX-CAN-KUL on China Southern (CZ), KUL-PVG-JFK on China Eastern (MU) and JFK-CLT on Delta. Cheaper flights on Emirates or other carriers that are neither SkyTeam or Star Alliance were closer to $2000. [It’s worth noting that I was having trouble finding this itinerary on my own, so I hired a Travel Messiah (TM) who was tremendously helpful.]
Friday afternoon, I was unable to check in on delta.com and nor was the TM. A call to Delta was similarly unhelpful – I was told that due to the number of segments, I had to check in at the airport. I was also unable to change my seat assignments for the CZ segments.
I arrived CLT on Saturday at 12:00, dropping my car at the Business Valet ($10/day instead of $7/day for long term lot). At the Delta ticket counter, the ticket agent (TA) had a few challenges getting me checked in, but managed to figure it out. A bag tag with four segments was printed and a Priority tag attached. My passport was reviewed. Four boarding passes (BPs) were printed as well, including an upgrade for the first short segment.
Boarding for CLT-ATL was called at 13:15 and I took seat 3D in F on this 737. Pre-departure drinks were offered and I took advantage of a gin and tonic. In the air, another drink service and the snack basket which had peanuts, pretzels and Biscoffs. Each passenger in F was thanked for their business by the flight attendant (FA). With my Gold status and an international itinerary, I was able to access the Delta Sky Club in ATL where I grabbed some snacks and power.
No upgrade on ATL-LAX, I had 10G on a 767. Bulkhead row. One drink service cart with buy-on-board was offered. Gogo In-flight Internet was not operational, several satellite channels on the in-flight entertainment (IFE) were not working and there was no power at the seat. I did not hear an apology or announcement. The flight had significant turbulence almost the entire time. Arrival at LAX was still 10 minutes early.
I was warned that the walk to the international terminal was a headache, but it’s really not so bad. From T4, you walk past T5 (American) to the terminal. It took a while to find the ticket counter for CZ, but there was no one waiting in the Sky Priority lane when I arrived. My BPs were reprinted and I was able to slightly change my seat assignment from 79D (the last row, aisle) to 74A. I was also given a VIP Pass for the lounge.
The CZ lounge was pretty decent with sandwiches, serve yourself drinks and free wireless. A shower was also available. I stayed for about an hour before heading to the flight.
At the gate, several rope lines were set up for passengers based on seat and deck. No status other than business and first had separate queues. Boarding for the 22:00 departure commenced at 20:30. Yes, 90 minutes to board the plane and we pushed back on time. From there, a 30-minute taxi around the airport and past runway 7R to take off on 25L. I could see a wingtip escort car for most of the taxi and while it’s hard to judge distances, I am sure that we missed one light post and one hangar by less than six feet.
The upper deck on this CZ A380 configuration is 2-4-2 with storage bins between the window seat and the window. A pillow, an amenity kit (toothpaste, eye mask, etc.) and a thick blanket was on the seat. There was a 7-inch IFE in the seatback with no power outlet. While the extra storage was nice, it meant that there was nothing to lean against. And with all but five or six of the seats taken, there was no opportunity to switch to an open row. 79D would have been an AWFUL seat – it’s the last row and not only has limited recline, it is immediately next to the galley and lavatory area so there is constant foot traffic.
Until this flight, my longest had been 11 hours on AMS-IAH. LAX-CAN is 15 hours. Extreme! With my Bose QC15s, it was at least quiet but I was still not able to sleep. After pushback, they dimmed the lights for a half hour. And then turned them back up for dinner service, leaving the lights on for about two hours. Then the lights were dimmed until two hours prior to arrival.
Two meal services (Dinner: tuna salad appetizer, steamed cod with white rice and sliced fruit. Breakfast: quiche with tater tots and a slice of ham, a croissant and sliced fruit) and a few water services, but mostly the FAs were hiding. Since I couldn’t sleep, I watched three or four movies, a few sitcoms and tried to read. An hour before departure, it was time for final cleanup and seatbacks restored to upright. A few videos describing the China immigration and transit process were shown and then a 10-minute “flight exercises” video. And then 40 minutes of… nothing. Boring as hell.
China immigration was pleasant and quick as I was a transit passenger. A quick review of my passport and onward boarding pass, I got a stamp and was directed to the China Southern lounge in Guangzhou where I entered at about 05:30 AM. There were a couple of cold snacks that looked stale and a self-service fridge of drinks. Hot food started to arrive at around 06:30 which included meat buns, some sort of chicken in sauce and beef with wheat noodles. Aside from the time anachronism, it was pretty good. I left the lounge at 07:45 and made my way to the KUL departure gate.
The gate is a “commuter airline” set up with a large common area that smelled of cigarette smoke and eight gates. Boarding announcement in Chinese only, but I got the gist of it and had my “Economy Plus” boarding pass ready. A standing-room only bus took us to the hard stand where we made our way up the stairs into the three-class 737.
I saw no one in first class and of the 24 seats in Economy Plus, only three were occupied. A pillow and blanket were waiting and then the FA distributed small water bottles to us and then closed the curtains between the three sections. I had all three seats to myself and on the four-hour flight, I managed to sleep for an hour or so. Meal service was a chicken in sauce concoction with white rice and some sliced fruit. I wanted a drink at this point, and while the FA said they had gin, she did not have tonic. I stuck with water.
We arrived KUL on time. Baggage claim took about 15 minutes, but my Priority tagged suitcase was one of the first out for the Guangzhou flight. Immigration and Customs were extremely quick, even for foreign passport holders – ten minutes in queue and no visa is required for stays less than 90 days. Images of index fingerprints were taken.
Summary: From leaving home at 11:30 AM ET on Saturday to arriving at the hotel at 14:00 Malaysia time (13 hours ahead) on Monday (I lost Sunday crossing the International Date Line) makes for a very long trip, especially when you can’t sleep on the plane. Delta: Only a B due to the very high fare they offered and the broken IFE. China Southern: A- for nice lounges and on-board meals plus I appreciated the E+ upgrade.
Effective 1 March 2013, Delta has changed redemption for most economy fare classes on most partner airlines. Even though I’m flying 21309 miles, I will only earn 16709 MQM’s. Some fare classes earn zero! Serious bummer.
I’m sorry for the extended length of the TR, but this is the first time that I have ever flown a four-segment/three-country itinerary! The return on Wednesday, March 6 will be KUL-PVG-JFK-CLT and I will write upon my return.
Total Trip Cost: $ 2,529.40
Actual Airfare: $ 1,933.00
Actual Miles Flown: 21309 (http://www.gcmap.com/mapui?P=CLT-ATL-LAX-CAN-KUL-PVG-JFK-CLT&MS=wls&MP=r&DU=mi)
Yield: $ 0.091 per mile (0.116 per MQM)
Taxes & Fees: $ 596.40, 23.58% of ticket price
I have flown fourteen segments on Delta in the last four weeks since I requested that they match my United Gold elite status to Delta’s Gold Medallion. In that time, I have experienced Delta in economy as a non-elite flyer (the status match request took three weeks to be processed) and in the first class cabin (50% upgrades so far). I have also seen how they handle irregular operations.
First of all, economy is about the same on Delta as on every other carrier: zone 4 or 5 boarding, no room in the overhead bins by the time you’re on the plane, small seat pitch, and your checked bags are not the first onto the carousel. That said, Delta’s aircraft (at least the Boeing 757/767, Airbus 319 and MD-88’s) are clean and functional. Longer flights have a beverage service with a choice of peanuts, Biscoff cookies or pretzels. On seven of my eight forty-minute flights between Charlotte and Atlanta, we did not have a beverage service “due to the short duration” and on the eighth, the flight attendants passed out mini bottles of Dasani.
Once my status match was processed, I was upgraded on two of my four segments. On the others, I have received Sky Priority boarding, which is ahead of Zone 1, and when I checked bags, they were yellow Priority tagged and were in the first few to arrive on the carousel.
On one of my trips, there was a ground traffic problem that caused our push-back to be delayed by 45 minutes. During that time, the Captain made announcements every 10 minutes with the status and he apologized for the delay. Arriving late in Atlanta, I missed my connection, which was the last flight to San Diego. Delta gave me a hotel voucher (the agent allowed me select the hotel), $22 in food vouchers, and a small amenity kit of personal care items. I understand that non-elite travelers receive a bit less.
For the replacement flight, Delta booked me in first class (I might have been upgraded, not sure). First class is top notch. On the long Atlanta to San Diego segment, we were served a full breakfast –cheese omelet with sausages and potatoes, a bowl of fruit, a toasted bagel and decent coffee. On a Charlotte-Detroit flight segment in first class, I was offered a pre-departure beverage (I chose a gin & tonic, which came with a squeezed lime), another one in flight (I was offered a third) and the snack basket.
Almost all of my flights had in-flight entertainment. In economy, the movies and TV shows are not free – usually a dollar for a half-hour show or $4 for a full length movie. When I got bored with my book, I watched the free satellite stations – CNN, ESPN, TNT – and the broadcast networks.
Where is Delta better than United?
Delta’s flights have WiFi, which for many is a big deal but has not been for me. My work does not require that level of connectivity and I can’t justify $15 to surf for entertainment (though Delta’s website is free and they have also had free access to eBay). There are satellite stations on the in-flight TVs. Delta Sky Clubs have better snacks and drinks than United. I am truly sick of the three choices of wrapped cheese and the Walker’s shortbread cookies. (US Airways is an alliance partner of United and their snacks are awful!)
Where is United better than Delta?
I have had a few bumps with Delta’s app for Android where it gets confused with viewing my itineraries. United’s app has more features: you can actually book a flight on it and do basic searches for award bookings. Delta’s app has also gotten stuck a couple of times on loading itineraries and never completing the request. Both have flight status searches, airport maps, and searches for clubs. Searching for flights by schedule and by price is easier on United.com. Delta has hidden the price when I searched by schedule. Channel 9 allows you to listen to in-flight communications with ground control. Delta does not offer this.
So for now, I’m a happy Delta flyer. I would much rather connect in Houston or even Chicago rather than Atlanta. I find Atlanta a difficult airport to change concourses. I found that I needed at least 45 minutes, especially if you’re not in the front of the aircraft. However, Atlanta’s One Flew South restaurant is excellent if you have the time.
Editor’s Note: This is a follow-up letter to this post dated August 27, 2012. The United customer still has not received a response, so he has escalated his complaint.
September 27, 2012
I wonder what I need to do to get United Airlines to reply on this issue. I had even copied the President of your company and I’ve not even been given the courtesy of a reply. It’s been more than two months since you unilaterally changed the terms of my ticket purchase, a violation of DOT regulations that I referenced in my reply to your message from a month ago. A reply which you have not acknowledged or responded to.
I am extremely disappointed in United Airlines. Here we are, MONTHS after your famously bunged technology merger with the acquired Continental Airlines, and it feels like Customer Care is similarly lost like many people’s baggage. It’s been three YEARS since the famous United Breaks Guitars, after which I heard that United was changing its customer service policy. Well, it seems like nothing has changed. You are ignoring me, like you seem to ignore so many other customers.
It is very, very sad to see the result of what was once two great airlines turn into this. Where do we go from here?
A person needs at intervals to separate from family and companions and go to new places. One must go without familiars in order to be open to influences, to change. ~ Katharine Butler Hathaway
My summer has been one of change and unspeakable loss. I was wondering how I would cope, but I have challenged myself to travel a minimum of once per month, but with the condition that the trip must have a real purpose related to one of my careers. I threw myself into planning my trips and I’m finding myself away from home more than once per month, which is perfect, because I don’t want to be alone at home to dwell on the past. The process of planning and booking is also an activity that keeps my mind occupied.
My first purposeful trip as a solo traveler is this week. I will be traveling to Seattle, Washington, my first trip to the Pacific Northwest. In addition to sightseeing and wine tasting, one of the activities I have planned is to fly on my first seaplane to Victoria, British Columbia. I can’t wait to share this trip with you. I hope you will continue to follow my blog as I take my first step into a positive, purposeful future.
I stay at many hotels, but it isn’t often that one merits a great review and mention. However, The Westin Austin at The Domain is one to recommend and remember.
Although the location of the Westin isn’t in downtown Austin, it’s well worth staying here and driving into Austin, or just enjoying The Domain, the retail and dining complex across the street. I can’t rave enough about the property itself, the restaurant, urban an american grill, and the room.
The service was outstanding. Everyone I encountered at check-in, the restaurant, and around the property were friendly and accommodating.
I loved both the food and the service I received at urban an american grill. I ate three meals there, two dinners at the bar and the Sunday brunch. The food was outstanding, the local beers cold and plentiful, and the wine list comprensive. I was also impressed with one of the bartender’s wine knowledge as she helped me select a wine with one of my meals, a pairing of NY Strip on spinach with Gloria Ferrer Carneros Merlot.
I was fortunate enough to be upgraded to the executive suite, which was luxurious and well-appointed, with a large living area, one and a half baths, and a large bedroom. My favorite part of the room was Westin’s famous Heavenly Bed. I didn’t want to get out of it either morning I was there. The full bathroom had both a bath/shower and a standalone shower, both with Westin’s branded shower heads. How often do you wish to stay in the shower forever?
When I return to Austin, I definitely plan to return to the Westin. You should plan your next stay there as well, or I can plan it for you!
Yesterday could only be described as a comedy of errors of sorts.
I arrived at Tri-Cities Regional Airport (TN/VA), checked my Wine Check without incident, passed through security, checked e-mail, etc. Boarding was announced for the plane, which was a few minutes late arriving. Pre-boards and people needing extra time boarded first. I saw one lady board. Zone 1 was next, so I boarded and discovered the pre-board seated to me in the exit row, which I thought was probably not appropriate if she needed extra time to board. I wondered why the flight attendant didn’t notice and switch her with somone else. During the exit row spiel, she even said, “I didn’t even know I was in the exit row, but I will do whatever I need to do.” The flight attendant’s eyes lit up, but she still didn’t move the passenger. I tweeted, “@Delta Why is a special assist pre-board in the exit row?” and one of the @DeltaAssist team send me a private message asking for the flight information, so they could follow up.
We departed and it was the longest 45 minutes of my life, as this 65-year-old woman (yes, she told me her age) with some sort of nerve battery implant (why she was a pre-board) told me about her entire life, family, and how she ended up on the flight. She had missed her delayed US Airways flight because despite having medical documentation of the implant, was subjected to not just a secondary search, but one behind the curtain, a full-on, comprehensive body search. She appeared frazzled and shaken from it all, and told me she hadn’t flown in years. I felt sorry for her and at the same time thought, “This passenger should not be sitting here.” Once we landed, I told her to see a gate agent and to check the monitors in Atlanta to obtain to her connecting flight gate. Incidentally, she had shown me her other boarding pass and she was also seated in the exit row on that flight.
I wished her safe travels and visited the Delta Sky Club before heading to my departure gate. Unfortunately, when I boarded the train to my next concourse, it was declared inoperable, so we had to disembark and walk to our concourses.
Once at the gate, we boarded and were ready to depart at 5:40 p.m. when two mechanics boarded. The pilot announced that the forward lavatory was broken, but would be repaired quickly. The mechanics exited and the gate agent tried to shut the door, but it appeared jammed. It took about three people to finally get it shut and we backed away from the gate. This was a 757-200 with individual in-flight entertainment at all seats, so one of the flight attendants turned on the safety video. It froze, so the flight attendants scrambled to find seatbelts and face masks and gave the fastest pre-departure safety presentation I’ve ever seen. We departed about 25 minutes past the originally scheduled departure time.
After all of this, my trip settled down. I used coupons to purchase a snack box and beer and enjoyed Gogo Inflight Internet on my iPad until we landed 31 minutes early at LaGuardia. My Wine Check, priority tagged and marked fragile, was the third bag to arrive on the carousel.
This was my one day of leisure out of my 11 days of travel. My boyfriend and I ate a late buffet breakfast at our hotel, the Hilton Singer Island, then explored the West Palm Beach area in our Alamo-provided 2011 Chevrolet HHR. We visited MacArthur Beach State Park on Singer Island and shared a café mocha at Paris in Town ® Le Café in North Palm Beach. We then headed to Clematis Street in West Palm Beach where we enjoyed a late lunch at Don Ramón Cuban Cuisine and sampled four beers each at World of Beer. It was a wonderfully relaxing day after all of the travel and my illness the evening before.
A colleague and I were driving home from a meeting in Richmond, Virginia last Friday and we suddenly realized we were running on empty. We pulled off in Buchanan, Virginia, exit 168 off of I-18 south, about 25 miles north of Roanoke. We filled up and ventured into town, where we stumbled upon The Rhein River Inn and German Restaurant and Tavern, located in a renovated manor called The Anchorage House, circa 1840.
Needless to say, it was our lucky day. The restaurant is only open on weekends and it had just opened. The co-owner/host/waiter, John “JJ” George, warmly welcomed us and explained the dinner menu. I had the sausage trio (cooked in a beer-based brine), warm potato and bacon salad, sauerkraut, egg noodles and mushroom gravy, side salad, and warm dinner roll, all homemade by chef and co-owner Maggi George. I paired dinner with a Franziskaner Hefe-Weisse (Hefeweizen). For dessert, my colleague and I split the homemade chocolate bundt cake with cherries, whipped cream, and chocolate sauce. I paired that with a glass of German Gewürztraminer.
Next time you are in the Roanoke, Virginia area, I highly recommend making the 25-minute drive north to The Rhein River Inn and German Restaurant and Tavern for one of the best meals you’ll ever have.
This is going to be very brief. I flew six segments on Delta and Delta Connection June 2-6 and all of the flights were consistently good, even the flight with the mechanical delay at the gate (ATL-LGA on June 2, a 757-200). The pilot kept us updated every 20-30 minutes, the flight attendants served us snacks and drinks, the plane was kept cool, and we had full use of our portable electronic devices. A few passengers asked to deplane to try to get on another flight and were accommodated. The pilot went back to coach at one point and spoke to some who were getting restless, which I thought was a nice move. I believe his gesture and explanation caused some of them to stick it out. We were at the gate about two hours, from boarding until pushback. Once we departed, we received Delta’s consistently good service in the air. I am glad that the pre-flight safety check yielded a leaky hose in the hydraulic system BEFORE we took off, the TOC (Technical Operations Center) had the part(s) needed, and the mechanics repaired the leak quickly and safely. I received a survey about the delay a day or two later and completed it, saying the delay was handled as well as could be expected.