Air Travel

American Airlines vs. the Vet

Earlier this week, for a story on msnbc.com’s Overhead Bin, I talked with Dawn Wilcox, a disabled veteran from Kileen, Texas who claims American Airlines employees did not help her when she told them she needed to use the restroom on a flight between LaGuardia Airport and Dallas/Fort Worth International Airport last Saturday, Oct. 29.

Wilcox said she had informed the flight attendants shortly before landing that she needed to be taken off the plane first so that she could go to the bathroom.

“They landed and started letting people off,” said Wilcox. “I said, ‘Ma’am, I’m really about to go in my pants.’ I was almost in tears. They’d already let three quarters of the people off and it was too late, I’d already wet my pants.”

In a statement about the incident, American Airlines said it reached out to Wilcox and apologized to her for her “discomfort and overall experience with us.” But the airline also said it was looking into this event further because flight attendants reported a different version of the story.

On Wednesday, an American Airlines representative got in touch with me to let me know what their investigation turned up.

Here’s their statement:

Since Ms. Wilcox’s request came during the aircraft’s decent into DFW – a time when everyone must remain seated for safety – American’s flight attendants offered specific assistance to Ms. Wilcox, telling her they would use the special, onboard wheelchair (they are carried onboard all our aircraft) to take her to one of the aircraft lavatories just as soon as the aircraft reached the gate and before any other passengers deplaned.

Ms. Wilcox declined that offer of assistance, saying she preferred to use her personal wheelchair to reach a restroom in the terminal. Flight attendants reminded her that her wheelchair was stowed in the cargo compartment of the aircraft and that it would take some time to unload it and bring it up to her – which would further compound her urgent need to get to a restroom. Ms. Wilcox nonetheless insisted on waiting for her personal wheelchair.

There are other facts about Ms. Wilcox’s travel, while not directly related to the onboard incident described above, that call into question the credibility of her public statements and allegations.”

Those “other facts,” including the discovery that Wilcox requested and received a bereavement fare to attend a family funeral that was not happening, do seem to poke some holes in this story.

Perhaps the Department of Transportation will end up doing its own inquiry of this incident.

In the meantime, here’s a link to the DOT rules that spell out the responsibilities of travelers, airlines and airports regarding the needs of disabled fliers.

Crowdsourcing vs Friendscourcing for travel advice

 

If, like most people, you turn to friends and family to recommend places to go and things to do, then consider this fresh batch of travel tools.

Several new sites and apps such as Trippy, Gogobot, Afar, Gtrot and Flymuch promise to help you plan the perfect trip by tapping into Facebook, Twitter, Foursquare and friends or expert sources on other online networks you already trust.

Each product offers its own twist — for example, added editorial content or local coupons and deals — but all are based on information-gathering that goes beyond the crowdsourcing model of sites like TripAdvisor.com and relies instead on friendsourcing, or tapping into advice from your network of friends, as the model.

“When crowdsourcing sites first came out, they were pretty revolutionary,” said Travis Katz, CEO and co-founder of Gogobot.com. “They offered a way for people to get opinions and advice from regular, everyday people, as opposed to an editor. But then the problem was there was too much information. You had to read through a lot of information to figure out what matched your need.”

While much of that content can be helpful, much of it is anonymous. So it can also be untrustworthy. “People have a huge incentive to create fake content that promotes their own business or criticizes a competitor,” said J.R. Johnson, CEO and Founder of Trippy.com. “In a friend-sourced model, your only incentive is to help your friend have an amazing experience in a location you are familiar with and passionate about.”

“For aspirational products, this makes perfect sense. Anything you do for fun is fun to talk about and you like to share great experiences,” said Carroll Rheem, director of research at PhoCusWright Inc., a travel industry research provider. But when it comes to travel, Rheem finds the blend of social networks and crowdsourcing an especially good fit.

“Because travel is so expensive and experiential,” said Rheem. “And because there’s a lot of information gathering and weighing and making decisions, and a need for relevant content.”

But while travel-themed, friendsourcing sites are proliferating, Rheem doesn’t see them replacing the larger, established crowdsourcing sites anytime soon.

“The average person takes one or two trips a year. So unless you happen to have friends who are extremely well-traveled, the feasibility of friendsourcing can only go so far when you think of the entire world of travel. However, these sites can add an extra layer of leverage.”

“Crowdsourcing sites offer breadth,” said travel analyst Henry Harteveldt of the Atmosphere Group. “Friendsourcing offers trust. I could see someone checking a hotel on TripAdvisor and using Gogobot to verify the hotel with friends, while also getting additional ideas for what to do.”

The bottom line is that “friends and family remain the No. 1 source for travel information,” said Donna Quadri-Felitti, a professor at the Tisch Center for Hospitality, Tourism, and Sports Management at New York University. “This idea of online friendsourcing is really just harvesting user-generated content that already exists. Everyone is trying to find the way to monetize the new social media platforms and add value to what those sites already do. Some of the sites are there; some, not yet.”

(This story originally appeared on msnbc.com Travel)

 

“Snowtober” in northeast strands travelers at airports

(photo via Flickr Commons/National Postal Museum, Curatorial Photographic Collection)

Thousands of travelers were delayed and stuck at airports all over the country on Saturday due to the giant snowstorm that hit the northeast.

Most notable – as of late Saturday night – were stories coming out of Bradley International Airport (BDL) in Hartford, Conn., which had a least 30 diverted flights touch down and where passengers on at least one airplane ended up stuck inside their airplane for at least seven hours.

As explanation, JetBlue tweeted: “The safety and comfort of our customers is top priority, both weather and infrastructure issues made remote deplaning impossible,” and “We are sorry for the inconvenience. Unfortunately, sometimes weather can foil even the best laid plans.”

The governor of Connecticut was reportedly sending 1000 cots to the Hartford airport, but that seemed little consolation to @kathylubey who tweeted: “Stuck in Hartford airport after being diverted from jfk. Bar closed all day. Seeking congratulations for weeping only once.”

On the airplane: do you have the right to recline?

Each Friday on msnbc.com’s Overhead Bin, I have the pleasure of answering a travel question sent in by a reader. This week the topic was that age-old question:

Do passengers have a right to recline their seats on an airplane?

When Jeanne Gillert flies on an airplane, she rarely reclines her seatback “out of consideration for the passengers behind me.” But she’s sick and tired of other passengers who insist on reclining their seatbacks and ramming their seat into her knees.

Gillert, a program officer for a private family foundation in Tulsa, Okla., says she’s tried “gently pointing out to people that the reason they can’t move their seat back any more is because of my knees; not just that the chair is sticking.”

Sometimes that works. “Men usually get it, apologize and quit trying,” said Gillert. “Women on the other hand are horrible! One woman told me to sit up straighter, then got a stewardess to tell me it was her right to recline her seat into my knees and that I would just have to live with it or pay for a more expensive ticket in business.”

That answer doesn’t sit right with Gillert, who asked Overhead Bin, “Since when do we have the ‘right to recline?’ ”

Unless an airplane seat does not have a recline position — Allegiant, Ryanair and Spirit Airlines have entire planes with non-reclining seats — passengers do indeed have “the right to recline.” But issues clearly arise around if, when and how passengers choose to use the amenity.

Anna Post of the Emily Post Institute advises passengers who wish to recline to be sure to do it slowly. “You can also turn to the person behind you and give them a heads up that you’re going to push your seat back,” said Post. “Asking them if it’s OK is nice, but if they say ‘no,’ you have to be prepared to honor their wishes.”

If the person in front of you pushes their seat back quickly, there isn’t a tremendous amount you can do about, said Post. “The best you could do is tap them on the shoulder — although that’s a little much — and say something like, ‘Do you mind just giving me heads up next time?’ ”

When faced with a rude recliner, another option is to request to be moved to a new seat. However, with planes flying very full these days, that’s not always possible.

Some travelers make use of the downloadable “courtesy cards” offered by the creators of the controversial (and on some airlines, prohibited) Knee Defender, a small plastic device that limits how far a seat can be reclined. One version of the card requests that a passenger not recline their seat; the other informs them that you will be using your gadget.

Another defense is to study up on seat pitch (the distance from your seat to the seat in front you) before your flight. Many airlines post this information on their websites, and sites such as SeatGuru, SeatMaestro and SeatExpert post annotated airplane seat charts noting which seats have added legroom and which seats do not recline.

You also might seek out a flight on a plane sporting a new type of seat. On its first 787 airplane, ANA (All Nippon Airlines) equipped the economy cabin with seats that do not recline but instead have a seat cushion that pushes out a few inches.

Whatever you do, try to not get into an argument or over the reclining actions of another passenger. At the end of May 2010, an in-flight fist fight over a reclined seat ended with Air Force fighter jets escorting a Ghana-bound United Airlines flight back to Washington-Dulles International Airport.

People watching at airports, via Freakjet

If you’re stuck at the airport you can shop, eat, sleep, read a book, listen to music, chat with your traveling companion or maybe do some work.

Or you can do what Mike Figliuolo and his followers at Freakjet.com do: snap photos of strange-looking people – or regular folks just doing strange things – and post those photos on-line, accompanied by a snarky caption.

Here’s a sample, snapped at San Francisco International Airport.

Freakjet’s caption on this one is: Grizzly Adams is pooped.

There are a lot of photos of people with really bad hairdos, folks dressed in incredibly bad outfits, and candid shots of people sleeping in strange poses. Some photos seem sort of mean, but most are just wacky.

Figliuolo says these are all real pictures and if anyone complains about being part of the show, he’s happy to remove the offending image.

In the meantime, he’s hoping anyone with a camera and an eye for the unusual at the airport takes a moment to snap a photo and send it along.

At SFO: virtual check-in at T2 nets freebies

Here’s a lovely short video that celebrates the San Francisco International Airport’s newly renovated Terminal 2 – and a way for your to get free samples, free food and some worthwhile travel discounts next time you pass through.

Here’s how to get your discounts:

Travelers who check-in at SFO’s T2 on the geo-social network Loopt, can watch the video and get “digital deals” such a complimentary product samples at Kiehl’s, discounts at Natalie’s Candy Jar and 10-20 percent off last minute travel discounts on Virgin America, which is a partner in the promotion.

The airline says it will also throw in some random two-for-one and free flight offers.

Travel: Does the “Pan Am” TV version reflect real life?

If you watched the Sunday night premiere of “Pan Am,” you might be wondering if the idyllic version of 1960s air travel matches the reality of those who worked for the iconic airline.

Msnbc.com’s Overhead Bin wondered, too. So I asked two former Pan Am flight attendants to watch the show and tell me if their experiences were anything like those portrayed on-screen.


Bronwen Roberts in a 1958 Pan Am graduation photo.

Bronwen Roberts was hired at Pan Am in 1958 shortly after graduating England’s University of Leeds with a degree in French. She flew until 1989 and kept in a scrapbook the advertisement listing the 15 qualifications required of flight attendant applicants. “You had to have a pleasant personality and speaking voice, excellent health and you had to be single,” said Roberts. “Really single. Not widowed, divorced or separated.”

A weight between 110 and 135 pounds was another qualification. Roberts said the pre-flight weigh-ins and grooming inspections depicted on the show were true-to-life.

“When you checked in for a flight you’d go into the office and there’d be a grooming supervisor on duty all the time,” said Roberts. “She could say, ‘Your hair is too long’ or ‘You are overweight’ and send you home until you fixed it. Just like the TV show, you could get grounded for uniform violations.”

Helen Davey also found the on-screen grooming checks familiar. Now a psychotherapist in Los Angeles, she was hired as a Pan Am flight attendant in 1965 at age 21 and flew until 1986.


Helen Davey in an undated photo from her days as a Pan Am flight attendant.

“Yes, we had to wear girdles,” said Davey. “And if you were one minute late for a trip, they’d send you home.”

In the first episode, a child is escorted into the cockpit mid-flight to visit the pilots. Passengers are also offered ashtrays so they can smoke. Roberts and Davey both said that those in-flight activities were once very common.

“We definitely took children into the cockpit so they could sit in the pilot’s seat,” said Roberts. “And in terms of smoking, we’d have little packets of cigarettes and matches that we’d go around with.”

“Even flight attendants could smoke,” added Davey. “But when they did, they had to be sitting down.”

In the episode (spoiler alert), two of the flight attendants are shown doing work for the CIA. If this seems like the least plausible story line, Roberts and Davey both said it was realistic.

“That is definitely a true story,” said Roberts, who during her tenure heard rumors that at least one flight attendant was involved with the CIA. “At one point she just disappeared. No one knew what happened to her.”

In fact, Nancy Hult Ganis, an executive producer for the show and a former Pan Am flight attendant, told wired.com that her research turned up stories about the airline’s involvement with State Department operations on behind-the-scene missions in dangerous locations.

The TV program also shows flight attendants with plenty of time to chit-chat, and at least one crew member involved in an off-duty affair with a passenger.

“Some of those flights were quite long – 15 or 20 hours – and there were fewer people, so you could get to know them,” said Roberts. “People weren’t glued to their laptops like they are now. And some people did end up marrying passengers they met on flights.”

Roberts and Davey had only a few quibbles with the first episode. Both said their uniforms were a warmer, more subdued shade of blue than those worn by the TV actresses and that flight attendants in their day would never be allowed to have hair touching their shoulders.

But there’s one moment that Davey said was spot on. “I liked the scene when they were ready for take-off and one flight attendant says to the new hire, ‘Buckle up. Adventure calls.’ That’s how it was. We all thought we had lucked into the best job into the world.”

Souvenir Sunday: don’t lose your coat

Each Sunday here at StuckatTheAirport.com is Souvenir Sunday – a day to look at some of the fun things you can find when you’re stuck at the airport.

This week, I want to share a ‘souvenir’ that you might soon find inside the airplane. At the Airline Passenger Experience Conference (APEX), held recently in Seattle, I spotted this business class coat hanger.

If you’re lucky enough to fly in the business or first class cabin, a flight attendant will offer to hang up your coat.

To make sure your coat is returned to you at the end of the flight, the flight attendant will likely also ask for your boarding pass so it can be attached to the hangar.

This new business class hangar by the folks at Asian Pioneer has two wheels built in – so if you’re in seat 4B, the flight attendant merely dials up that combination when hanging up your coat.

If you’ve got an electronic boarding pass – as more and more people do – you have nothing to hand over. So this seems like a low-tech but spot-on solution.

Pan Am paraphernalia

ABC’s Pan Am TV show kicks debuts on Sunday, September 25th, and everyone seems to be trying to get in on the action.

Among them is Brookstone, which has rolled out more than 50 Pan Am-branded travel accessories from luggage and gym bags to watches and t-shirts. My favorites: this teeny-tiny Pan Am Explorer Bag that’s just 4.5″ x 6.5″ x 3.5, but which costs a whopping $43.

And this cute $23 coin purse.

More here and more, I’m sure, to come.

Moonlighting chefs at Boston’s Logan Airport

It’s not unusual anymore for highly regarded local restaurants or well-known chefs to open eateries in airports.

Boston’s Logan International Airport does this with a twist: at the Dine Boston restaurant, located pre-security in Terminal E, the Dine Boston Visiting Chef Program showcases dishes created by a rotating team of New England chefs. The featured dishes change every three months.

Next up in the “moonlighting chef” series is Richard Garcia, the executive chef at 606 Congress, the restaurant at the Renaissance Boston Waterfront Hotel, where the menu features modern farm cuisine with regional influences using a lot of ingredients from farms in Massachusetts, Vermont and New Hampshire.

For the Dine Boston program, Chef Garcia chose a New England Artisan Cheese Plate and main courses of braised Hampshire pork shanks with butter beans, orange gremolata and fennel or Atlantic Hook Line Caught Haddock with white bean & chorizo stew, yogurt cheese and dill. The featured dessert is warm organic chocolate ganache cake with candied beets and vanilla bean ice cream.

Sound tasty? As an added bonus, passengers who choose to eat at Dine Boston before going through security can request a special pass that allows them to use the security-line ‘shortcut’ usually reserved for frequent fliers.