Browsing Posts published in December, 2011

What will 2012 bring in air travel?CNN Out of the Office
CNN asked me to do a look at ahead at 2012, so I got some smart people to tell me what will happen.

Is CrankyConcierge.com’s real-time airline travel management service worth it?Airline Crazy
MrSkyGuy gave our service a shot recently and he was pleased. Of course, since his flights went on time, he didn’t get to see us doing what we do best, but he still found it valuable for the price.

Holiday Card Is So Nice, American Sent It TwiceConde Nast Daily Traveler
I couldn’t help but laugh when I saw that American decided to recycle an old card for the holidays this year.

The year is just about done for, so it’s time to look at how much flying we all did. My two trips across the pond helped to offset the lack of flying toward the end of the year. What did your year look like?

Miles: 38,310 (34,202 last year)
Segments: 26 (26)
New Aircraft: Bombardier Q400
New Airlines: Allegiant, Spirit
New Airports: Kelowna (BC), London/City, Shannon
Most Common Aircraft: A320 (7 flights)
Most Common Airline: US Airways/JetBlue (5 segments each)
Most Common Airport: Long Beach (6 dep/3 arr)
Most Common Non-Directional Route: Long Beach – Phoenix (3)

It’s that time of the year once again where we review those airlines that had their wings clipped. Last year, I said it was a pretty good year in terms of the airlines we lost. If that’s true, then this was a rock star kind of year. There were very few airlines that went under at all – this took a lot of sleuthing to dig up anything remotely interesting. Next year, we’ll have some big names in Continental and AirTran, but this year, let’s enjoy the relative silence.


Mandala TombstoneMandala Airlines – January 13, 2011
Anytime an Indonesian airline fails, I figure nobody cares. It’s a fairly regular occurrence over there, chances are it wasn’t exactly a safe airline anyway. This one was different. When Mandala shut down in January, it said it vowed to return to the skies. How many times have we heard that? But this time, it’s true. See, Mandala is partially owned by Indigo. Indigo has a stake in a bunch of low cost airlines including Spirit and Tiger. Yes, Mandala may come out as Tiger Mandala so Tiger can get a foothold in Indonesia. So, Mandala is dead, technically. But it may rise from the grave again.


Wayaniya TombstoneWataniya Airways – March 16, 2011
Wataniya seemed promising in the way that anything in the Middle East seems promising. It was sort of a premium low cost model with business and premium economy seating throughout the Middle East from its base in Kuwait. Its base was something awesome in its own right – it flew out of a private terminal. While something this crazy could only work in the Middle East, even that didn’t work. The airline lost a bunch of money and eventually was shut down, a mere couple years after it first started flying.


Air Cuenca TombstoneAir Cuenca – June 21, 2011
This one could have been seen coming a mile away. Ecuador is a crowded place with a lot of airlines vying for domestic traffic. Air Cuenca was started to, um, do the same thing as everyone else. Based in Cuenca, the hope was that they could build some kind of profitable operation. That was just a silly thought. Its main routes from Cuenca to Guayaquil and Quito were already served by others. There just wasn’t a need for Air Cuenca, and it disappeared quickly. You know you’re insignificant when there isn’t even a Wikipedia page.


Icaro TombstoneIcaro – ?, 2011
Air Cuenca wasn’t the only blood spilled in Ecuador this year as Icaro also went belly up. Well, at least, I think it’s gone. Icaro actually applied to shut down on June 20, but I haven’t seen any confirmation that it’s actually gone. I’m just going to assume that it sailed into the sunset by now. Icaro will actually be sorely missed. At least, horny young guys will miss Icaro a lot since it had lingerie fashion shows. Don’t believe me?

Wow. That’s, um, interesting. Adios, Icaro, I think. If you actually are shut down by now.


Air Southwest TombstoneAir Southwest – September 30, 2011
Wait, the mighty Southwest has gone under? Yeah, not quite. Air Southwest was a little operator out of the UK with a funny story. It shut down because its primary airport went away. No kidding. Air Southwest started up to fill a void. When British Airways pulled out of Plymouth, Air Southwest stepped right in. Air Southwest tried to grow into a few different airports but nothing really caught on. In 2010, it was bought by Eastern Airways. This year, Plymouth’s City Airport was shut down, and the original plan was to keep flying other routes. Eventually, Eastern decided to just throw in the towel on Air Southwest. Eastern still operates, but Air Southwest is just a memory.


Avianova TombstoneAvianova – October 9, 2011
Avianova was a disaster from the start. This was another Indigo investment that was hoping to be an ultra low cost carrier that could crack the difficult Russian market. That didn’t happen. It actually grew very quickly, becoming the largest airline behind Aeroflot at Moscow’s Sheremetyevo, but then it all fell apart. Typical Russian politics took over and sunk the airline. The major shareholder decided to kick all foreigners out, claiming that they refused to follow Russian law. Indigo fought back, and in the end, the airline went up in a ball of red tape. Nothing was resolved and it shut down. Pathetic.


Lufthansa Italia TombstoneLufthansa Italia – October 29, 2011
This wasn’t so much an airline failure as it was a mercy killing. Back when Alitalia was in the throes of bankruptcy, Lufthansa saw an opening. It already had a strong presence in Northern Italy with Air Dolomiti service to nearby Munich, but it wanted more. Lufthansa Italia was an effort to start serving major business markets around Europe from Milan. The ultimate hope, I assume, was to end up taking a piece of the combined Alitalia/Air One and steal them away from SkyTeam for Star Alliance. It didn’t happen. Alitalia/Air One merged, but they stuck with SkyTeam. Lufthansa’s Air Dolomiti is still a solid operation but the Milan hub simply didn’t work. It was axed.


Astraeus TombstoneAstraeus – November 21, 2011
I don’t usually write about charter airlines that lease aircraft to other airlines, because you’ve probably never heard of them. But Astraeus was a little different because of its most famous pilot (and, toward the end, marketing director). You might recognize Bruce Dickinson as a lead singer for the metal band Iron Maiden, but he was also quite an accomplished pilot. He even piloted the band around on a reunion tour a couple years back. So it’s sad to see Bruce having to fall back on his other job, but well, things don’t always work out. As for Astraeus, since its main business was in flying airplanes for other airlines, you probably would have never heard of them were it not for Bruce.


This is a pretty dead week in terms of news, so I figured I’d pull out some lighter stories. One of our Cranky Concierge clients, let’s call him George Bailey, had an almost comically-terrible interaction with Orbitz customer service, and I thought I’d show it here.

George is in the middle of a holiday trip where the flight out was on United and the return on US Airways. It was booked on Orbitz, but he had two problems. The first was that his United Mileage Plus numbers weren’t showing up right with US Airways, and second was that after his upgrade cleared on United, that flight disappeared from the Orbitz reservation.

For the Mileage Plus numbers, I called US Airways directly and the airline had them showing up as Dividend Miles numbers. They fixed how Orbitz had inputted it and everything was fine. For the upgrade problem, this has happened a lot with United lately. It shows up fine in United’s system, and that’s all that matters. In other words, George’s reservation was fine all the way through. But the lack of good communication from Orbitz just made things worse.

Orbitz Customer Service 1

Seems like a pretty clear email, right? Where is the outbound flight?

Orbitz Customer Service 2

The response is clearly a form letter (“Dear Orbitz Customer”) and in no way addresses the issue at hand, so it’s time to try again.

Orbitz Customer Service 3

Again, a straightforward email. But this time, he gets a personalized response from someone different.

Orbitz Customer Service 4

Just reading this email made me want to reach through the computer. George never said anything about a return flight not being there. The outbound is missing. Is basic comprehension that hard?

Orbitz Customer Service 5

So he gives it a shot once again.

Orbitz Customer Service 6

Holy crap. Other than a passing mention of the real problem here, it’s not addressed. Instead, she gets distracted by the now-resolved Mileage Plus issue incorrectly saying that there are US Airways Dividend Miles numbers in the reservation. Not true.

Orbitz Customer Service 7

One last effort to explain things.

Orbitz Customer Service 8

Ah, the dreaded supervisor. I’m not sure what these regular agents are there for, because this question could have been answered about 100 times over, but it wasn’t. What a pain.

Orbitz 9

Really, all he needed was that last paragraph, but at least there was finally an end here. The good news is that United had everything looking right for his United reservation (he had no troubles on the flight out) and US Airways has everything set for his US Airways reservation, so it’s all good.

But what a frustrating customer service experience.

Last month, Virgin America decided to sell a pretty unique deal through Gilt City. Anyone with $60,000 could get a roundtrip charter flight anywhere Virgin America flies in the US. That in itself isn’t that unique, but the purchaser also got something special . . . the right to permanently (at least as long as the airline exists) name an airplane in the Virgin America fleet.

If you think about it, this is a great deal, depending upon how you use the flight. With 146 seats, it ends up costing only about $410 per person for a roundtrip flight. That’s not bad at all. In fact, I even briefly toyed around with doing it myself and turning it into an airline dork charter, but I figured there was absolutely no chance at all that Virgin America would let me name an airplane “The Cranky Flier.”

This offer actually went pretty quickly and it ended up being purchased by a group of alums from the Stanford Graduate School of Business (GSB), my alma mater. I was able to find one of the co-conspirators, Liz Anderson, and she told me all about how this came together.

Apparently, she was on vacation with some other recent GSB alumns when this opportunity came up, and they started talking about it seriously. In the end, five of them agreed to go all-in and buy the thing. They put one credit card in and clicked. It bought the whole thing. Oops. Since I don’t believe anyone had a $60,000 credit limit, they called Gilt right away and had it split five ways. Then it was time to fill up the airplane.

The group decided to pitch this as Miami FOAM. What does that mean? At the GSB, classes generally run Monday/Tuesday/Thursday/Friday so people use their Wednesdays for a variety of other things. (I spent mind volunteering with a group called IHAD.) But one thing that was constant was that Tuesday nights were great nights for going out and blowing off a little steam to break up the grueling week.

The top 10 percent of students are known as Arjay Miller Scholars (he was a former dean), so when students created a weekly Tuesday night drinking club, the name naturally became Friends of Arjay Miller (FOAM). In other words, if you were out drinking instead of studying on Tuesday night, you weren’t going to be an Arjay Miller Scholar yourself. Part of the FOAM tradition is an annual trip to Vegas, where hundreds of students dress up in ’70s gear, fly down to Vegas on Tuesday night, party all night, and fly back the next day. Curious what that looks like?

Me Heading to Vegas FOAM on United

That’s right. That was my first year trip down to Vegas. We had about 100 seats on that airplane, and just about everyone looked as stupid as I did. (I imagine that most of you can figure out which airline it was from that picture.) In fact, it was such a great time that I continue to do an annual alumni Vegas FOAM trip with friends from school. (Though it’s generally a lot more tame these days.)

For this organizing group, it naturally made sense to turn this opportunity into an alumni FOAM event, and they’d take the party to Miami. Why Miami? “We just picked the coolest, farthest place you can get,” Liz said. Since most of the group was still in San Francisco, they figured they’d go to Miami (Ft Lauderdale, actually) and spend the weekend down there with 141 of their closest friends.

The website went live and they emailed the 2009, 2010, and 2011 graduating classes. Within 30 minutes, they had 100 people committed, and it was completely sold out in less than 3 days. And why not? It’s a great deal.

Technically, the group isn’t allowed to sell seats on the flight. I assume this was a stipulation to prevent some corporate entity from buying up the package and re-selling it. So this group is charging for events on the ground. But let’s assume that $410 per person somehow gets allocated to the flight. That’s not a bad price for a weekend roundtrip from San Francisco to Miami on its own, but this is even better.

Since it’s a charter, they got to pick the departure time to fit their schedule (morning out, evening back). They also get to operate at a fixed base operator, away from the passenger terminal. This means that they don’t have to go through any of the security hassles everyone else faces. And they can bring liquids, etc.

But they don’t need to bring a lot of liquids onboard, because the flight includes free drinks (yes, alcoholic) and food. I’m afraid that with this group, Virgin America might lose thousands just on the booze alone. But if you’re a traveler, this is a steal.

And yes, they still get to name an airplane. What’s the plan for that? It sounds like the group wants to name it the “Friends of Arjay Miller,” but with Arjay Miller still alive, they’re trying to get permission from him first. Virgin America also has the right to refuse any name that’s suggested, but I can’t imagine there’s be a problem with this one.

Now that the trip is fully subscribed, they’re working on plans for while they’re there. There’s going to be a charity component to this that might involve auctioning seats or asking for donations along the way. That’s all in the works now, but I’ll post about it here when it comes together.

I won’t be on the flight, but I’m hoping that I can get someone who will to write me a trip report.



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