Fired Airline Ticket Agent Reveals Airline Secrets

by Depinto, Nicholas

  Nasty Airplanes

  Hop aboard an airline carrier these days and you may discover your seat comes with more than that in-flight magazine. With flight attendants doubling up as the cleaning crew, passengers are finding themselves trapped for hours in someone else's mess.

  Pushing the limits to meet the needs of back-to-back flights and cost cutting measures, attendants are expected to quickly put the plane back into its original state. Unfortunately, everything from seat pockets to lavatories can go unchecked. You may find a menagerie of items from used tissues stuffed into the seat back storage, to Cheerios tucked into the cracks of your seat to gum stuck on the floor. You'd almost think you had sat down in a trashy movie theatre - not aboard a flight that probably cost you several hundred dollars, if not more!

  Tips to Always Keep in Mind

  • Space available passes are passes that allow you to travel on major carriers as the employees do, on standby. To find the cheapest standby fares anywhere, and I mean anywhere, go to www.airtech.com you’ll need to be flexible though, because they offer space available passes only. If the flight is full, you get bumped to the next flight, because you don’t have a confirmed seat. But, if you are flexible, this is hundreds of dollars, sometimes thousands of dollars less than a confirmed ticket.

  • To assure the bags that you are checking in will arrive at their destination, with you, make sure before you leave the ticket counter that the bags are properly tagged. Some ticket agents may not print the correct tag, or may put a previous passenger’s tag on your luggage.

  • Always show up at least 2 hours prior to your scheduled departure time. All airlines have specific check-in procedures. However, 2 hours should give you adequate time to check your bags, have them sequenced, especially on international departures, and resolve any problems that you may have, but may not know about until you are checking in. Most airlines don’t check passengers in if they are at the ticket counter half hour before departure. Their seats have already been assigned to other passengers, and their bags will not be placed on the flight due to security reasons.

  • Electronic ticketing is usually the best way to go. That way your ticket/flight information is stored in the airline’s computer systems, and you won’t have to worry about losing a paper ticket. I cannot tell you how many times people have come to the airport and tried to check in without a paper ticket in their hand. They lost their ticket and wanted me to look it up in the computer. Unfortunately, the software used by most airlines is so antiquated that looking up someone’s flight information with their last name isn’t always possible. So, the passenger would normally have to purchase a last minute ticket for an absurd price (last minute airfare is not always very cheap). Then they would need to wait about 6 weeks to get a refund of their original ticket, minus the $70.00+ processing fee you’ll get charged for the lost ticket application. AND THAT’S IF THE TICKET WAS PURCHASED WITH A REFUNDABLE FARE; otherwise, you’d get NO money back. With electronic ticketing, the e-ticket and all the information about the flight is stored in the computer. All you do is show your passport or other identifying documentation, and you’re issued a boarding pass right then and there. You can even check-in yourself on many flights with just the confirmation number.

  • If you can do it, book a seat when you book your flight. If you do this, you won’t be in the middle seat or in the back of the plane. This is especially useful if you plan on traveling with someone and want to sit together. If you don’t reserve your seat ahead of time, they will already be taken, or “held” for others once you check in at the airport. Consequently, you and your partner may be sitting on opposite ends of the plane. Seats are reserved if you reserve them (online or through a travel agent) and you will lose that seat if you do not show up early!

  How Safe Is the Airport You're Flying Into?

  Sure, x-ray machines and metal detectors are inconveniences when you're rushing to catch your flight. But we accept them because we know without them, a weapon or even a bomb can wind up on our flight. So, what about when the detector doesn't go off, or the hand wand scanner doesn't work, or the security guard skips right over the gun in a briefcase. Can this really happen? It absolutely has! The Detroit News in 1999 reported on Northwest Airlines security breaches at Detroit Metropolitan Airport. The following incidents were cited after records were released under the Freedom of Information Act:

  • An undercover FAA agent successfully smuggled bombs through security checkpoints.

  • An unidentified man who avoided a security checkpoint walked through an exit only door unstopped by any guard.

  • An FAA agent's checked luggage successfully made it to Toronto; however, the agent was never on the flight - or any other flight for that matter.

  In another incident, CNN reported that a US Airways agent at the Kansas City airport allowed an FAA agent to board a flight (even check his luggage) after he advised her that a stranger gave him something to carry on the flight. FAA agents were also able to sneak explosives and nine other firearms through Dallas-Ft. Worth security checkpoints.

  And after 9/11, you would think security would be a lot better. Think again. There have been thousands of security breaches since 9/11. Journalists, newscasters, and government agencies are constantly trying to get past airline security with contraband and they’re able to get through airline security agents in a lot of cases. This isn’t meant to scare you, but be cognizant that although airline security may seem tighter, and it is tighter than it was, there are still lapses in security, so always be aware of your surroundings. If you see or hear something unusual, report it to any employee in the airport. Even if your suspicion is unfounded, it’s better to be safe than sorry.

  When You Check Your Bags Do You Check Your Rights?

  Passenger profiling has been a burning topic for quite some time and civil rights groups have been hot on this issue. Under the current system, passengers who "fit the profile" are selected for heightened security procedures. These measures can include a more thorough search of their luggage in front of other passengers, intrusive personal questioning, tagging of luggage with orange tape, a physical escort from the check-in counter to the airport gate by security personnel (in full view of other passengers) and being strip-searched.

  Most recently a House panel heard from two female U.S. citizens that were strip-searched and forced to consume laxatives when returning from overseas. Customs agents decided that these two women "fit the profile". Another woman upon her return from Hong Kong was strip-searched, X-rayed, hospitalized, forced to drink a laxative and then released after 25 hours.

  A profile criterion is kept secret for "security reasons" and reduced to its essentials a "profile" is a stereotype. Potential criminals including those who "fit the profile" may find the profiling system easy to evade: all they have to do is dupe a passenger who does not fit the profile into carrying a bomb.

  Thankfully, new legislation is in the process of being prepared, that will limit the time a passenger can be detained before being granted access to an attorney. In the meantime, the American Civil Liberties Union is compiling a database of passengers that feel that their rights were jeopardized because of passenger profiling.

  If you feel like you’ve been unnecessarily searched, and would like to file a complaint with the American Civil Liberties Union, you can visit their website http://www.aclu.org/

  No More Frustration

  Travel can be very frustrating these days. Here are some tips to help you avoid some of the frustrations.

  Losing your luggage – The easiest thing, of course, is to carry your luggage on the airplane with you
. But, when you must check your bags...

  • Place name-and-address tags on the inside and outside of each bag. You should use your business address rather than your home address. Plus, remove all old baggage-check tags. These old tags prevent someone who might need to read the address from reading your address quickly.

  • Place a note inside each bag that tells where you are heading on your trip and the dates you will be there. This will help especially if your bag does get lost. If your bag gets lost, it goes to a baggage area where agents open the bag after several weeks, if you don’t claim it. Then they take home what they want and the airline auctions the rest of your items. If there’s a note, it may help them contact you.

  • Lock your bags. It probably won't prevent theft, but it will keep a bag from opening accidentally. Use TSA-compatible locks, so that the TSA can open the bags. Otherwise, locks can and will be cut open by TSA agents and they are not responsible for purchasing new locks for you.

  • Carry medicine, jewelry, your contact-lens equipment, and any other small, irreplaceable items on the plane with you. Do not pack them with your check-in bags; it doesn’t matter if you need your medicine to survive—that won’t make the agents look for your bag over other lost bags.

  • When you check in at the airport, make sure correct baggage checks (for destination and flight number) are attached to your luggage. Double check this!

  • Avoid flights which you must change planes and/or airlines. Transfers account for 40% of lost baggage. If this proves impossible, don't check your baggage through - make arrangements to recheck it between flights. It seems more annoying this way, but it helps avoid lost bags. What commonly happens is you’re traveling from let’s say Newark to Paris, but you have to make a stop in London. If you check your bags all the way through, they may end up staying in London, and not going to Paris. So, in this case, you’d check them to London and then go recheck them in London to Paris. This seems like a pain-in-the-you-know-what, but it beats the airline losing your bags.

  • To minimize the risk of having your baggage stolen, get to the baggage claim area as soon as possible after landing. Put some form of instant identification on your bags to set them apart, like a brightly colored ribbon. The longer your bags are sitting in the baggage area, the more eyes are looking at the bags and the more likely they are to be stolen.

  Online Wisdom

  Just because you're buying your ticket on the internet, doesn't mean you're getting the best price. With a multitude of websites offering airline reservation services, it pays to shop around.

  Airline economists are constantly trying to maximize revenue. As new pricing strategies from airlines are being tinkered with over the internet, the best deals are usually offered directly by airline websites. Most of these airlines also offer the consumer email notifications of their last minute (incredibly restricted) cheap weekend specials. If you can stand to wait until the last minute, these deals can often save you hundreds of dollars.

  Other internet sites such as Expedia, Travelocity sometimes offer special deals as well. The key is to know how to search for a cheap flight. As low fares are capacity controlled, you may wind up spending a lot of time fiddling around on their sites to secure the cheapest rate.

  Priceline is another company offering airline reservation services. However, they act as a "reverse-auction" website. You decide how much you are willing to pay and then give them your credit card. The one caveat is that you can only choose the date of travel, not the time. If they decide if you can have the seat for that price, they'll charge your card. If you have the time, and you're on a mission to get the lowest fare, it pays to check with an experienced source such as a travel agent first, and then go online to double check.

  Don't Be A Victim

  If you don't know what you're doing when you book your travel, you could become a victim - of travel scams, unscrupulous travel agents, or even the travel providers. Here are some helpful tips:

  Avoid Travel Scams

  Beware of travel companies that offer, but can't deliver, promised fabulous vacations at low prices. If you've been offered a great bargain on a cruise or vacation, but you can't seem to get all the details about it unless you pay the company, you may be dealing with a travel scam. Once you do get information, there will be restrictions and conditions which make it more expensive, and even impossible, to take your trip. If you think you've been scammed, contact PassengerRights.com, your local Better Business Bureau, state Consumer Affairs Office, or state attorney general's office.

  Know What You're Getting Into

  When you purchase travel, whether directly or through a travel agent, you enter into a contract with the travel provider. This is an actual printed contract, and you may have to request it. All airlines, for example, have "Conditions of Carriage", which include their rules covering limits of liability for lost baggage, check-in deadlines, responsibility for delayed or canceled flights, compensation for injuries and many others. Knowing what these contracts say could save you a lot of hassle if you run into any problems.

  An airline's passenger service manual dictates what airlines can and cannot do for passengers. Because your airline ticket is actually a "contract" between you and the airline, many of your rights are governed by the terms of this contract. Listed are some of the most important rights and additional information for you to know before you take your next flight. The more you know - the less the airlines can take advantage of you!

  If You Lose Your Ticket

  If you lose your paper airline ticket, you must fill out a lost-ticket application. Something important to remember is to jot down your ticket number. An airline can process your refund application more quickly with this information. If you use a travel agent, most times they will have immediate access to your ticket number.

  Most airlines charge fees to process lost ticket paperwork. These can range up to $100 or more. Most airlines will issue a replacement ticket after you fill out the lost ticket application and pay the fee. Others will force you to purchase a replacement ticket at the currently available fare (the last minute - ridiculously priced - no advanced purchase price ticket) and wait for them to refund the old ticket - less the service charge. Some airlines can take up to 3 months to process the refund.

  Here's a tip that I know I mentioned before, but I feel is worth mentioning again: "Ticketless travel" is the way to go if the airline you are using offers it. Your information stays within the airline's computer system and therefore cannot be lost. Upon presentation of valid identification, the ticket agent can issue your passenger receipt and boarding pass - and off you go!

  Things You Should Know Before You Buy Your Airline Ticket

  Every airline has specific rules that make up what is known as the "Conditions of Carriage." The conditions include the airline's rules covering limits of liability for lost baggage, check-in deadlines, and responsibility for delayed or canceled flights, compensation for injuries and many others. These conditions will be given to you, but you must request them. You should be aware of all of the hidden conditions associated with purchasing an airline ticket. Without reading these conditions you will never know if your rights were being violated.

  Airfares change minute by minute.

  Were you aware that the ticket you bought last week might cost less now - and you might be entitled to a refund of the difference? Did you know that by traveling during certain days or certain hours of the day might reduce your flight cost by up to 75%? It is important to ask whoever is selling you the ticket lots of questions regarding airfares. Be persistent - you might be able to save a lot of money!

  Does that airfare sound too good to be true?

  Make sure that you find out what all the restrictions are before you purchase the airline ticket. Is it non-refundable? Can it be changed? What are the change fees? If you’re thinking about taking a flight somewhere but there’s even the slightest possibility that you might not be able to take the flight, then purchasing a non-re
fundable ticket is foolish because if you have to change the date or cancel the flight, you won’t get any money back. These are important facts that may sway your decision to go with an advance purchase type fare.

  Each airline has specific guidelines when requesting seats, special meals or services.

  Will you get that aisle seat, vegetarian meal or wheelchair assistance that you ordered? It is important to find what the guidelines are to get your request granted. Have you checked the fine print on the back of your airline ticket lately? Well you should. There you'll find just one of the contracts that you have just entered into by purchasing your airline ticket. But wait - there's more! These are just the "visible" terms you have just agreed to. There is a whole lot more where that came from! The airlines file statements regarding their obligations to travelers with the U.S. Department of Transportation. These are the airline's "concealed" rules known as "Conditions of Carriage." The Conditions of Carriage cover everything from limits of liability for lost baggage, check-in deadlines, and responsibility for delayed or canceled flights, compensation for injuries and many other regulations. As mentioned before, you will probably not be handed one of these statements - you have to ask for it. These concealed terms can make a considerable difference in your rights as a passenger. As "Conditions of Carriage" vary from airline to airline, it is important to look for subtle differences that may be important to you, as these terms are non-negotiable. If an airline violates your contract (the ticket) or the Conditions of Carriage, you may be able to recover compensation from the airline for its breach of contract. Your rights to recover compensation are restricted by: