It was a rude shock returning to the US from London and arriving at the departure gate for my American Airlines flight from Miami to San Francisco. Despite the fact that I had just endured an extremely chaotic situation at Heathrow and Gatwick Airports due to snow disruptions, my frustration with American Airlines’ appalling service topped anything I experienced in Heathrow and Gatwick just days before. The stark difference in the level of customer care between British Airways and American Airlines was like night and day.

The experience has left me wondering how a supposedly world class airline has come to behave more like a budget airline.  A quick poll on Trekaroo’s Facebook page confirmed that my experience with American Airlines wasn’t unique at all.   The irony is that it’s the budget airlines like Jetblue, Southwest and Virgin America who seem to come up consistently as having great service for families.  Has the world of air travel been turned upside down?

Photo by: Wikihow

Read more about Which Airline Is Most Kid-friendly?

The Character of a World Class Airline

This past December, I flew British Airways from San Francisco to London and what struck me was how much attention both the flight crew and ground staff paid towards customer care.  Even in the midst of dealing with an unbelievably chaotic situation at Heathrow and Gatwick, their staff was polite, helpful, and equipped to help. They behaved exactly as one would expect of a World Class airline.

Photo by: Wikicommons/Josh Hallett

When the unexpected happens, that’s when you see a person’s true colors.  Same goes with airlines.  During the recent snow storms in the UK, I was caught at both London Heathrow and London Gatwick.  All flights were canceled and delayed for days on end.  While airport authorities performed appallingly, my experience with British Airways was superb.  It was an impossible situation for the airline, but they brought in an army of extra staff who remained patient, polite, and remarkably helpful.  Yes, passengers had to stand in long lines to wait to talk to someone, but when we got to speak with someone, the agents were attentive to our particular predicament and bent over backwards to resolve your situation from beginning to end with polite attentiveness.

Here are two impressive examples.  When I told a ground agent that I was trying to get to my grandma’s funeral, he took me aside and secured me the last seat on the next flight out so that I wouldn’t have to stand in a 3 hour line.  A few days later on my return journey, I got in front of a BA ticketing agent named Scott at Gatwick airport.  After having a miserable time trying to rebook a canceled flight on ba.com and over the phone, Scott was a breath of fresh air to this weary passenger.  I explained how I ended up buying an entirely new ticket that cost £1800 to secure the last seat on a different route.  It was far from a conventional way to rebook, but he spent all the time necessary to sort out my bookings.  I was able to get home for Christmas without paying a hefty bill.  I never needed to get tough or confrontational. British Airways was even ready to upgrade me to get me home.

Now, contrast this to my experience with American Airlines.  After arriving late from Heathrow, I reached the gate for my connecting flight only to find that they had given away my seat just 3 minutes earlier.  The ground agent showed no interest or sympathy that American Airlines has caused me to miss the final boarding call by 3 minutes due to their error in printing the wrong gate number on my boarding pass.   To further frustrate the situation, the gate agent refused to­ help me get on the next flight.  She didn’t even take the time to see if there was another flight we could rush to, nor did she explain where we should go to rebook our flights.  She left without explanation after keeping the few passengers in the same predicament waiting for 20 minutes.  Finding myself back outside at the check in counter, the experience was the same.  The agent was more concerned about getting off her shift rather than looking for a flight I could get on that evening.  Resigned that I would have to fly out the next morning, she refused to put me up in a hotel while I waited to get on my next flight out the next morning.  Her glazed over expressionless face said it all, “You’re just another annoying passenger and I couldn’t be bothered if you get there today, tomorrow or in a week.”  It was nothing short of a frustrating experience in what seemed like a pretty normal situation.  I shudder to think how American Airlines would care for their passengers under a more chaotic situation like I had just experienced in London.

So, I trudged over to British Airways with my bags and waited for their ticket agents to return to the counter.  Although it was they had already sent off the last flight for the day, they stuck around for the extra 10 minutes it took to booked me into the Marriott and provided me with meal vouchers for dinner and breakfast.  Now that’s what I call acting like a top-class airline.

So really, what are the advantages of flying a big airline like American Airlines or United Airlines?

Do they have better on board amenities?  – No

-       My flight from Miami to San Francisco didn’t have a personal entertainment system like you’d find on Jetblue or Virgin America.

-       You now have to pay for food on domestic flights just like on any budget airline.

Are tickets competitively priced?  Not really.

-       The big airlines like American and United are coming down in price, but when you get a deal on Jetblue, Virgin America, or Southwest, their rates are a steal on high traffic routes.

-       In fact, the big guys like American and United now charge for check in bags.  And surprisingly, it’s the budget airlines like Southwest (2 checked bags) and Jetblue (1 checked bag) who still offer free checked luggage allowances.

Do flight attendants provide better customer service? – No

-       Flight attendants are no more helpful than on other airlines, in fact the budget airlines like Southwest and Jetblue consistently get voted by Trekaroo families for having the best service.

The only reason I can really think of to select the big guys like American or United is for the volume of routes they cover.  In some instances, they may be your only option.  However, for the best price, you can almost expect them to route you through one of their hubs before taking you to your final destination.

The state of American Airlines really is tragic.  If you’re looking for great customer service, great prices, and some nice extras, steer clear of the big airlines.  The following airlines from my experience and those of other families on Trekaroo are the ones who continue to shine in the eyes of their customers.

US Domestic: Virgin America, Jetblue, Southwest, Midwest

Europe: British Airways, Virgin Atlantic.

Asia and the Pacific: Singapore Airlines and Cathay Pacific.

Middle East: Emirates Air, Qatar Air

If you’ve had a great experience with any airline, leave a comment below sharing with us how an airline took really good care of you.

Related:

• Family-friendly Airlines – what’s most important when flying with kids?
• Tips or Flying with Kids
• How to Deal with Flight Delays
• Flying with Baby

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LiLing Pang is co-founder of Trekaroo – a reviews website dedicated to exploring and traveling with kids.

Travel with kids to: CA | CO | DC | FL | HI | IL | MA | NC | NY | OR | PA | TN | TX | VA | WA

Are you taking your baby on an airplane for the very first time?  If so then there’s a good chance that you are nervous about the experience.  Many parents have questions about safety and health concerns when taking babies on planes.  Others are overwhelmed by the process of boarding the plane with the baby and the prospect of bothering other passengers if the baby starts to cry.  Arm yourself with the following important tips to get more comfortable with the idea of airplane travel with your infant.

Travel Planning with your Infant

Your airplane trip with a baby is going to go a lot more smoothly if you take the time to plan intelligently before the trip.  Some tips that can help:

• Book short flights.  More layovers are better than longer flights if you have a long distance to travel.  You may even consider staying over a night in a hotel on your way to and from your destination.
• Consider timing when booking flights.  Ideally you want to fly during a time when the baby is likely to be napping.  Be aware, however, that if the child has trouble falling asleep on the plane during a normal nap time then the baby will be cranky.
• Get the extra seat.  You aren’t required to buy a seat on the plane for your infant.  However, getting the extra seat and putting your infant in a car seat (see below) can make the trip go smoother.

What To Take on the Airplane

Some of the items that you want to be sure to take on the plane for your infant include:

• Layers of clothing and blankets.  Temperature can vary a lot from plane to plane so make sure that you have options for your baby.
• At least one change of clothes for the baby.  There’s a good chance your baby is going to spit up.
• Plenty of diapers for the trip.  You don’t want to be stuck with a baby in a dirty diaper during a long flight! Bring wipes, rash cream, etc.
• Any medicines that your baby needs.  This should go in your carry-on even if the baby doesn’t need them during the flight. You don’t want to be stuck without them in case there’s a delay or your baggage gets lost.
• Enough food/formula for your baby.  You are are allowed to bring formula and breast milk on the plane in amounts greater than the traditional 3 oz. allowed for other types of liquid.  However, you need to declare that you have this by letting someone at the Xray machine know.
• A car seat. (See below.)

Using a Car Seat on the Airplane

Many parents opt to take a car seat with them on to the airplane so that their infants are safer and more comfortable during the flight. Some tips for doing so:

• Realize that although this is not required by law, it is something that is recommended by child safety experts for infants and all children weighing less than forty pounds.
• Just like with car seats in the car, you need to use a forward-facing car seat for infants and children under twenty pounds.
• The car seat should be placed in the seat closest to the window.
• Your car seat must be airplane-compatible.  Double-check the manual for your car seat to make sure about this.
• Take advantage of the option to board in advance of others to facilitate getting your infant’s car seat situated.
• Put snap-on wheels on your car seat to make it easy to get it through the airport.

Making the Flight Easier on Yourself

Traveling with a baby can be very stressful. Some tips to help you out:

• Get assistance.  The cabin crew can help you out.  Don’t be embarrassed to take their assistance with getting luggage, arranging the baby’s car seat on the plane, warming baby’s bottles, etc.
• Give yourself plenty of time.  Traveling with a baby can slow things down.  You want longer layovers and a good amount of time to get from your plane to your hotel.
• Stop feeling guilty.  If the baby starts crying on the flight then you may feel guilty that other passengers are being bothered. This can stress you out, which reduces your ability to deal with the situation well.  This just makes things worse.  Feel free to apologize once to your fellow fliers or to crack a joke but then let the guilt go.

Lindsey has been a travel blogger for over 4 years. Most recently she is blogging for Airline Tickets & Airport Parking, which offers unique travel advice for air travel and getting around airports.

As you start booking your flights for your next family trip, you might consider booking with a more kid-friendly airline. Based on recent comments submitted by Trekaroo families, Southwest seems to be getting it right for families.

Most Popular Airline to Travel with Kids – Southwest Airlines

Parents were full of praise for Southwest Airlines’ family-friendliness.   Here’s what parents loved about Southwest.

1)   No baggage fees! – let’s face it.  Families have lots of gear to tote around when traveling, and flying with an airline that does not charge extra for check-in luggage can save a family a chunk of change.

2) Priority boarding for families in the ‘A’ and ‘B’ seating groups – as more and more airlines do away with pre-boarding for families with young children, Southwest has a great comprise that helps ensure that families have a high chance of being seated together and have enough time to settle in before take off. 

3) Reasonable prices – when you’re booking 4 or 5 tickets, every penny counts.

4) Helpful and humorous flight attendants – to parents, a helpful hand and relaxed atmosphere makes for a pleasant flying experience.

5) Special welcome for first time flyers – if it’s your child’s first flight,  Southwest will celebrate the special occasion with a certificate and wings.   Just let a flight attendant know.

See all comments left by families about their favorite and least favorite airlines

Least Popular Airline when Traveling with Kids – Delta/Northwest Airlines

Are you surprised that Delta/Northwest Airlines fell to the bottom? Parents were the most dissatisfied with the service they received on the Delta/Northwest airlines.  A few were kind enough to say that it might have been a result of the uncertainties around the merger, but when you’re in the service business, managing transition is critical. The main criticism was that the staff really didn’t seem to “give a crap about kids at all.”   Do you agree?

Rate airlines you’ve flown on with kids:

Related:

• Family-friendly Airlines:  What’s most important when flying with kids
• Baby Travel – Intro to Flying with Baby
• Flying with Kids: Holiday Travel Survival Guide for Parents
• Top Travel Games and Activities for Kids
• Helping Kids Overcome Jet lag Quickly
• Packing Checklist for Traveling with Baby

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LiLing Pang (TravelPangs) is co-founder and contributing author on Trekaroo – - a reviews website dedicated to exploring and traveling with kids.

Travel with kids to: CA | CO | DC | FL | HI | IL | MA | NC | NY | PA | TN | TX | VA | WA

Have you ever looked at toddler who’s squirming in his airplane seat pulling the lap belt over his head with ease? My 2 year old son is never one to sit quietly on the plane and stay strapped in without a 5-point restraint system, but what airline has that? NONE.

Well, luckily the folks behind the CARES Kids Fly Safe aviation restraint know just what parents need for their little jet set. The CARES harness is designed specifically to keep children 1 year of age or older (weighing between 22 and 44 pounds) safe on an airplane. Between routine turbulence when flying over those Rocky Mountains to emergency situations, your toddler will be a lot safer traveling on an airplane with a CARES aviation restraint.

Pros:

• Only FAA certified alternative to a car seat
• 4-point harness that’s similar to your child’s car seat configuration
• Durable material that’s made by the same company who makes airplane safety belts
• Light (1 pound) and portable
• You can check-in your 50 pound car seat instead of lugging it on board

Cons:

• Simple to install, but requires an awkward moment when you ask the passenger behind your child to put their tray table down.
• No straps between the legs (the 5th safety point), so the straps have to be very snug or else smaller kids may slide down or wiggle out
• Red strap sometimes doesn’t align flush for curved back seats
• A big price tag if you don’t fly often

Here’s our full review of the Kids Fly Safe CARES Harness.

The Steal – Win a CARES Harness

We’ll be giving away 1 CARES harness.

Number of Winners: One (1)

Prize: 1 CARES Harness (Value $70)

To enter:

Share which is your FAVORITE airline when traveling with kids and why.

For additional entries, feel free to do any or all of the following. Each one counts as an extra entry but be sure to leave a separate comment for each one.

• Share which airline you think is the WORST when traveling with kids and why
• Tweet a link to this Monday Mad Steal via @Trekaroo
• Post this on your Facebook Wall using the Facebook Share link above
• Post this on your blog

Rules and guidelines:

• 18 years of age or older
• US Residents only
• One entry per person

Deadline to enter: Sunday, March 7, 2010 at 11:59PM PST

If you don’t want to register, but would like to purchase a CARES harness, it’s available on Amazon for $70. Go here to buy your child a CARES child aviation harness.

What is Monday Madness?

Every Monday, Trekaroo announces on our blog, either a fantastic giveaway or an incredible deal.  It could be a green water bottle or Broadway tickets. Return every Monday to the Talking Trekaroo Blog for the details. Want a reminder? Become a Trekaroo member or follow us on facebook or twitter.

Related articles:

• 10 Fun Travel Activities for Kids
• Travel Toys for Baby/Toddler
• Top 5 Travel Toys for Preschooler
• Best Portable Travel Cribs

Thanks to Contest for Moms, Online Sweepstakes, CashNet Sweepstakes, and Sweepstakes Advantage.

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Esther Lee is a contributing author on Trekaroo – a reviews site dedicated to exploring and traveling with kids.

Travel with kids to: CA | CO | DC | FL | HI | IL | MA | NC | NY | PA | TX | VA | WA