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
When the producers of the 2-time Tony and Drama Desk Award-winning comedy invited our family to watch this spoof of Alfred Hitchcock’s murder mystery – 39 Steps, I wasn’t sure what to expect for our 7 year old. However, from the moment the lights dimmed and the stage broke into life, our 7 year old became progressively spellbound by the experience.
As an adult, I was absolutely thrilled by the brilliance with which a cast of 4 was able to play a 140 characters. This clever and absurd rendition of Alfred Hitchcock’s murder mystery was filled with unexpected interpretations and wildly hilarious moments. What I enjoyed most about the performance was being reminded that great theatrical performances don’t need extravagant sets, costumes or a 100 piece orchestra. 39 Steps is a performance where the power of suggestion and exaggeration tug your imagination out of the closet and transport you into a different reality. We thoroughly enjoyed this show filled with many laughs, mystery, suspense, and a touch of romance.
I was a little concerned that the story line of a murder mystery would be too much for a 7 year old. There are 2 shooting scenes where blanks are fired from a revolver that caused him to jump visibly, but all in all, the comical way in which these events unfolded on stage did not disturb him at all. In any case, I was delighted that he was able to appreciate the artistry with which the directors and actors commanded on this stage. Theatre is an art form that young people are slowly loosing the appreciation for as productions lean more and more on special effects to draw their audiences in. 39 Steps isn’t so. It’s artistically ingenious and I was delighted that our 7 year old had the opportunity to savor it.
It was with great sadness that I learned that 39 Steps just announced that their last performance will be Jan 16, 2011. Time is running out to watch this brilliant performance. I highly recommend that families with kids ages 9 and up try to catch the show before it’s final bow.
Here’s one of my favorite scenes from 39 steps.
Planning your trip to New York with kids? Check out:
The Steal: Win 2 Tickets to the comedy 39 Steps
Details: One lucky winner will win two tickets to a performance of 39 Steps at New World Stages in New York City
Winner: One (1) winner
Prize: Two Tickets to any performance of 39 Steps
HOW TO ENTER TO WIN: Leave a comment telling us which scene you liked the best. Watch scenes of 39 steps here.
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.
- Follow 39 Steps on Twitter
- Like 39 Steps on Facebook
- Write a review on Trekaroo and post a link to it in the comments each review gets you 5 entries
- Subscribe to the Trekaroo Blog
- Tweet a link to this Monday Mad Steal via @Trekaroo
- Post this on your Facebook Wall using the Facebook Share link above
- Fan Trekaroo on Facebook
- Follow Trekaroo on Twitter
- Post this giveaway on your blog
- Subscribe to Trekaroo in your reader
Rules and guidelines:
- 18 years of age or older
- US Residents only (Alaska and Hawaii residents are not eligible to win the Koolatron Travel Cooler)
Deadline to enter: Sunday,December 26, 2010 at 11:59PM PST
Contest Restrictions: Prize is valid for two full price orchestra/mezzanine seats to The 39 Steps on a select performance through January 16th, 2011. Winner will have the option to choose from a variety of dates. Some blackout dates apply.
The Deal: Trekaroo Families Get Up to 50% off Tickets
$39 – Best available seats (Wed & Thurs performances only)
$55 – Rear Mezzanine seats (all performances)
$65 – Orchestra & Front Row Mezzanine (all performances)
SAVE OVER 50%! Tickets regularly priced at $69.50 – $89.50.
HOW TO ORDER:
1. VISIT http://www.BroadwayOffers.com and use code TNHHC210
2. CALL (212) 947-8844 and mention code TNHHC210
3. BRING a printout of this discount to New World Stages at 340 West 50th Street
Restrictions: Offer valid for select seats at all performances through 1/16/11. Limit 10 tickets per order. All prices include a $1.50 facility fee. Offer is subject to availability and may be revoked at any time.
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, a hotel stay on Maui or theme park 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.
Thanks to Contest for Moms, Online Sweepstakes, CashNet Sweepstakes, and Sweepstakes Advantage.
The winner selected by Random.org is #8. Congrats Michelle L!
Trash cans to zippo lighters, sweeping brooms to newspapers, there is no end to the creative use of unusual objects to make music and rhythm. Our somewhat non musical family left the performance of STOMP skipping (and gasp) dancing down the streets. To say the least, Stomp is infectious and inspiring. This many time Emmy Award winning show can be appreciated by anyone of any age because the show centers around rhythm, music and dance – something that speaks universally to any human being. However, you’ll be blown away that the artists behind STOMP have taken what is so fundamental to the human experience and elevated it to an unforgettable experience.
Recently, Trekaroo Superoo Carol Cain (NYCityMama) took her 10 year old son for the first time to watch a performance of STOMP on Broadway at New York City’s Orpheum Theatre.
“The energy of the music and of the artists on stage really draw in the audience of all ages. The scene encourages audience participation, something kids will also enjoy. As for my 12 year old, he didn’t move around in his seat as much as he did in my womb 12 years ago, but he did have a big smile – the same one I imagined he had each time I saw the show before he was born.”
Read full reviews of Stomp on Broadway with Kids on Trekaroo
For more information on the show, go to www.stomponline.com
Related Articles:
- Hot List of Best Places to take Kids in New York City (NYC)
- New York City During the Holidays with Kids
- Where Families Should Go in NYC when the Weather’s Bad
The Steal: Win 2 Tickets to See STOMP!
Details: One lucky winner will win 2 tickets to watch an Emmy Award winning performance of STOMP in New York City at the Orpheum Theatre
Winner: One (1) winner
Prize: Two (2) tickets to watch a performance of STOMP in New York City valid between Nov 2 and Dec 19, 2010 for the following performances. (Value: $147)
- Tuesdays at 8:00PM
- Thursdays at 8:00PM
- Sundays at 3:00PM
Not Valid: November 25-28, 2010
How to Enter to Win: Leave a comment telling us what other New York City attractions you are excited to visit when you go to watch STOMP.
Here are some ideas recommended by Trekaroo families: Activities for kids in New York City
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.
- Write a review on Trekaroo for any place you’ve been to with the kids and post a link to it in the comments (include your Trekaroo username) each review gets you 5 entries
- Subscribe to the Trekaroo Blog
- Tweet a link to this Monday Mad Steal via @Trekaroo
- Post this on your Facebook Wall using the Facebook Share link above
- Fan Trekaroo on Facebook
- Follow Trekaroo on Twitter
- Post this giveaway on your blog
- Subscribe to Trekaroo in your reader
Rules and guidelines:
- 18 years of age or older
- US Residents only
Deadline to enter: Sunday, Nov 7, 2010 at 11:59PM PST
The Deal: $39 Tickets – that’s 50% off
Don’t want to take the chance of not winning? You can purchase tickets to watch STOMP for an unbelievable 50% off the regular price. Pay just $39 per ticket when you use the Discount code: MOMS
($39 tickets including facility fee, regularly $73.50)
VALID: Nov 2nd thru Dec 19, 2010 for performances on Tuesday-Friday at pm, Sat & Sun at 3pm
Limit six tickets per order. Subject to availability. Not valid on prior purchases.
Click here for tickets: http://www.stomponline.com/landing/specialmoms.html
Offer Not Valid: Nov 25-28
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, a hotel stay on Maui or theme park 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.
Thanks to Contest for Moms, Online Sweepstakes, CashNet Sweepstakes, and Sweepstakes Advantage.
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LiLing Pang is a contributing writer for Trekaroo – a reviews site 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
Some of my favorite vacation spots are beach towns like Amelia Island in Florida. Being only 45 minutes from Jacksonville, 3 hours from Orlando and 4 hours from Tampa, it’s a great spot to take your family and disconnect from the hectic lives that we all live.
There are 13 miles of beaches to explore, wildlife to meet close-up and lots of outdoor adventures for the entire family to be entertained by. Kim Orlando of TravelingMom.com was recently hosted by the Amelia Island tourist bureau and got to experience Amelia Island first-hand with her husband and two kids. It was a battle against the electronics, but fun none-the-less.
Here’s a quick taste of what they experienced at Amelia Island:
View Kim Orlando’s full reviews of the hotel and attractions that she experienced while on Amelia Island.
Check out the 30 plus activities for families in the Amelia Island and Fernandina Beach area.
This post was sponsored by TravelingMom.com.
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Travel with kids to: CA | CO | DC | FL | HI | IL | MA | NC | NY | OR | PA | TN | TX | VA | WA
THIS CONTEST IS NOW CLOSED. We had 48 entries and random.org selected lucky number 7 which is Heidi Gollub. Congrats Heidi – I hope your family enjoys the new Giants of the Savanna!
After 17 months of renovations, the Dallas Zoo has totally stepped it up. It is now home to the new Giants of the Savanna area and one of the top activities for kids in Dallas. Families on Trekaroo rave about this new 11-acre area filled with elephants, giraffes, impalas, zebras, ostriches, lions, warthogs, red river hogs, guinea fowl, and cheetahs. There are even a few areas that are air-conditioned near the elephants and insects of the savanna plus lots of interactive features to keep kids engaged and learning.
Wanna dine next to the King of the Jungle? Head to the Serengeti Grill and grab lunch with the lions who are lazing alongside the floor to ceiling glass windows of the restaurant. It’s pretty amazing. For more Dallas Zoo reviews.
Related articles: Family Vacation Guide for Dallas
The Steal: Win a pack of 4 tickets to the Dallas Zoo
Trekaroo is giving away a pack of 4 tickets to the Dallas Zoo
Number of Winners: One (1) winner
Prize: 4 tickets to the Dallas Zoo and their new Giants of the Savanna. (Value $48)
How to enter:
Leave a comment telling us about a favorite zoo moment with the kids.
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.
- Write a review on Trekaroo about any zoo you’ve been to with the kids and post a link to it in the comments (include your Trekaroo username) one entry per review. (each review gets you 5 entries)
- Subscribe to the Trekaroo Blog
- Tweet a link to this Monday Mad Steal via @Trekaroo
- Post this on your Facebook Wall using the Facebook Share link above
- Fan Trekaroo on Facebook
- Follow Trekaroo on Twitter
- Post this giveaway on your blog
- Subscribe to Trekaroo in your reader
Rules and guidelines:
- 18 years of age or older
- US Residents only
Deadline to enter: Sunday, October 31, 2010 at 11:59PM PST
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, a hotel stay on Maui or theme park 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.
Thanks to Contest for Moms, Online Sweepstakes, CashNet Sweepstakes, and Sweepstakes Advantage.
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Esther Lee is a contributing writer for Trekaroo – a reviews site 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
