Whom Would You Choose - Sully or Slater?

A good thing about news online or in hard copy is that you can pick the stories you want to read, and ignore the rest.  You can't do that with the TV (where I also watch the news.)  Even switching channels often doesn't work because they're fixating on the same inane thing.  It can be a balloon boy hoax one time or a flipped out flight attendant another.

Captivity to such TV coverage apart, this hoopla about Steven Slater cussing out a passenger and deploying the emergency chute to walk off his Jet Blue job gets to me in other ways.  The Huffington Post online poll shows almost half the readers regard him as a folk hero.  This may not be a representative sample of Americans as this readership is very liberal.  But Slater also has 100,000+ fans on Facebook, tee shirts sold in his name, and has a media fixture for the past four days.

The deeds are nowhere comparable but I'm reminded somewhat of the hundreds of women who write love letters or send marriage proposals to serial murderers or rapists in prison.  In a free country everyone gets to have apologists, even amongst strangers.  If only these women could be advanced to the head of the victim line instead of the other poor hapless souls targeted by such predators.  In the same way if only Slater fans on their flights could be privileged to have only crew members like him in attendance.

Joseph Lopez who was a flight attendant himself cites his difficulties and challenges as a rationale for Slater's behavior in an August 14 piece in the Washington Post.  But I'd agree a lot more with Rich Lowry in his August 14 opinion in the Salt Lake Tribune.  He lauds the quiet heroism of Capt. Chesley "Sully" Sullenberger in landing his US Air plane in the Hudson River, and contrasts that with Slater's self-indulgent excess that "is not in the least bit admirable." 

On my own air trips I'd hate to have someone like Slater aboard.  To add to my July 13 post on airline experiences  I've witnessed my share of surly, brusque or stone-faced flight attendants, especially on American Airlines.  One snapped "what do you want?" to a diffident old lady sitting across the aisle from me when she pressed the attendant light button to request for some water to take her medication after we had boarded.  The same attendant wore a scowl for the most part of the flight - a passenger on my other side wondered if this was because their flight attendant union had just agreed to wage concessions in bankruptcy talks.  On another trip a flight attendant glowered at a young mother who had requested water for her restless infant after boarding, and took 20 minutes to bring it.

In both cases I toyed with the idea of quietly noting the errant attendants' names and sending feedback to the airline after getting home.  But their name tags that they are required to wear on their uniform were missing - this was probably not accidental.  I also observed their far more cordial and gracious colleagues on the same flight and wished there was a way to track and reward good and conscientious staff while penalizing bad conduct.

But in the aftermath of the chute exit drama it seems these workers just needed to behave more shockingly and egregiously to win accolades and fans among a sizable chunk of regular Americans.  I'd instead much prefer airlines to "Sully" their image after wiping their Slate(rs) clean.  And I'd like TV broadcasts to focus more on real news.

Some Perceptions on Travel Outside the US

A friend recently emailed me asking about booking travel from the US to India, and experiences with airlines. I offered my personal (and very limited) perspectives to her two questions, and thought I'd share them here. This is about personal travel by coach with a close eye on the budget. Anything you'd like to add is welcome.

Q: I'm planning a trip to India. Do you know and use any good travel agents, or do you just book online?
 

A: I do know of good travel agents (and supplied that information to our friend.)

However, the online options have improved a lot over recent years and I've found very good deals on http://www.kayak.com/ and http://www.orbitz.com/ in that order. The fares fluctuate and the best ones may be available for just an hour or so before they are snapped up. So if you've time it is best to check multiple times every 4 - 5 hours, and/or at odd times like early morning or late night.

The other thing is that for international travel their systems don't work well in real time. So just like Travelocity has problems even in domestic flights, these sites often display low fares that they later say are no longer available when you proceed to book your travel. You do sometimes get those lower fares when you try subsequently. 

Frequent flier miles sometimes come in very handy.  Daughter Sheena got a business / first class ticket for her forthcoming trip from Austin, TX, to Lima, Peru on American Airlines for relatively few (60K) AAdvantage miles.  This is on dates when paid fares even in coach are very high.

Q: Which airline have you mostly been flying? Are you happy with it? Have you ever taken the Air India nonstop? (i.e., the direct flight from New York or Chicago to Delhi or Mumbai.) I'm curious about it, and also about its quality aspects.

A: Some of my recent trips to India have been on Delta non-stop from JFK (since discontinued), American-Swiss combos via Zurich, Air France via Paris, and Thai Airways. The US airlines typically have the skimpiest service, especially American, while the European (and Thai) airlines have better food and cheerier attendants. Continental is better among the US carriers, though. They took great care of us in Frankfurt when we were stranded for 3 days due to bad snowstorms in the US.
 

In contrast, when we flew American Airlines and missed a connection in Zurich due to a late incoming flight, they wrongly blamed this on the weather and we stayed a day at our own expense without any help from them. They ultimately paid up months later, but that's a long story.

There are mixed reviews about Air India but my experience on all 6-7 trips on it has been very good. A couple of times passengers tended to be unruly or unsophisticated - a Sardarji swaying drunkenly after several free drinks, and some passengers getting up from their seats on landing while the plane was still taxiing on the runway. But those were sources of amusement rather than inconvenience for me / us.
 

To us personally the Air India crew has been very attentive, polite and gracious, emblematic of typical Indian hospitality. On one occasion after we were airborne a flight attendant noticed I had long legs and of her own re-seated me (and Anita) in a more spacious section. At other times the flight attendants have plied me with multiple alcoholic drinks when I requested for one (may be I look like a boozer.)

And those traveling non-stop from the US to on Air India have generally liked it a lot even in coach - plenty of leg room, good food, unlimited drinks, polite crew, etc. Jet Airways invariably receives rave reviews though I've not used it for international travel myself, and they don't offer non-stops to India. In general it's better, faster and less uncertain (due to delays and missed connections at intermediate airports, volcanic ash in Europe, etc.) to travel non-stop from US to India. So I'd recommend it, on Air India or whatever.

Moreover, the crews are individuals so experiences can vary - I've often seen great attendants and got service to match even on my lowest ranked airline, American Airlines.

More J&J Shenanigans

As I suspected my Listerine experience mentioned in the last post was not just a one-off by J&J. It looks to be part of a pattern created by the top management placing quick growth and profits over ethics and long term reputation and performance.

Here are other recent instances:

• The Justice Department in January accused J&J of bribing nursing home drug procurer Omnicare with tens of millions of dollars to buy and promote its drugs. The kickbacks allegedly increased J&J's sales through Omnicare from $100 million annually to $280 million. The inappropriately administered drugs like Risperdal increased the risk of death for many patients with dementia.
• A subsequent March 11 BusinessWeek article (March 22-29 issue) reports an "explosion of litigation" by states against J&J over illegally marketing Risperdal for unapproved uses. The practices included getting paid doctors to plant questions from the audience so they could talk about off-label uses. J&J may end up paying billions to settle this.
  
• Last week J&J recalled 40 of its pain and allergy drugs for children including children's Tylenol. These drugs were contaminated or had the wrong strength of ingredients, and J&J's may be guilty of criminal (not just civil) misconduct. It's ironical that the government is advising consumers for their children's safety to switch from branded J&J products to their generic equivalents.
• BusinessWeek on April 29 reported J&J will pay over $81 million to settle criminal and civil cases over improper promotion of its drug Topamax.

J&J of course is not alone in cutting corners and acting improperly. It's just no better now than the rest, and the loss of its reputation is likely to cost it much after its current management and CEO have departed. To consumers that means being wary of it, and regret its exit from the small pool of iconic brands that we over the decades had learned to trust.

Beware of New Listerine Claims and Products

For over 17 years I have used Listerine mouthwash continuously on the recommendation of my periodontist, after getting religion on dental care. Its current maker and distributor Johnson & Johnson (J&J) bought the brand from Pfizer in 2006.

I had thought highly of J&J after reading a business case of the way it had handled a major crisis. It had launched a massive campaign, recalled 31 million bottles and reassured its customers following the 1982 Tylenol poisoning murders. That was 28 years ago.

Now it's very different. J&J seems (like Pfizer) to be all too willing to engage in deceptive marketing and mislead customers so long as it doesn't technically violate the law. Take Listerine.

Advanced Listerine was introduced in 2005 amidst much hype as an improvement over regular Listerine, with "the same germ killing power", "plus it controls tartar for cleaner, brighter teeth." It cost almost twice as much as regular Listerine. After switching to Advanced Listerine I one day happened to compare its back label with that of (regular) Cool Mint Listerine. To my amazement they both had exactly the same four active ingredients, in exactly the same proportion.

This way Listerine managed to make customers overpay for essentially the same product (except for the flavoring) with its misleading claims. I figure consumers eventually caught on, and the Advanced Listerine has quietly retreated from store shelves, but not before making millions in this rip-off.

Now here's the latest. Two months back I saw that the regular Listerine had been replaced in our local Costco store shelves by Listerine Total Care Anticavity Mouthwash. It was a different color (purple) and cost 25% more. The package had bold claims about protecting teeth and promoting dental health in six ways and gave the impression that this new product was all of the regular mouthwash and more.

I bought this and (wary from the previous experience) compared the label with that of the regular Listerine. Imagine my surprise when I found that its only active ingredient was sodium flouride, the same stuff you found in virtually all toothpastes sold in the stores. Since the fluoride in the toothpaste is sufficient for most users, the new Listerine is essentially useless for most folks, except for its alcohol content (same as in the regular variety) that kills germs.

So I returned the new Listerine and (at the urging of the nice Costco customer service folks) sent my feedback to Costco management. Many others must have done the same, because now the regular Listerine is back on the shelves, and I'm sticking with it. That's a product that I'd recommend any day, but beware of more marketing tricks and deceptions by these companies.

Another Uniquely American Feature

Last month I picked up my parents returning from India at New York JFK airport. That's when I learned that the luggage cart rental has been increased there from $3 to $5. This apparently happened in February 2009 at both NYC airports.

Welcome to the US. Most fellow passengers of my parents were quite upset, and many avoided using the carts and struggled with their bags. Back in the late '80s and early '90s this charge was $1 to $1.25. I suspect Smarte Carte, the private company that operates and rents these carts, has a pretty cozy relationship with the airport authorities. This company's website as well as JFK's official one studiously omit disclosing these rates.

The parallel between these cart charges and non-universal US health care (at least as it existed till today) is obvious. It also points up the inefficiencies of this private, fee for service arrangement that makes everyone except this private company worse off. While passengers are being ripped off we also may be nearing a high cost death spiral as also explained by Krugman in a health care context. That means the exorbitant cart rates will decrease demand for them so much that the overhead costs will be spread over fewer carts, creating a push for even higher rates.

In all airports outside of the US luggage carts are "free", meaning these are included in normal airport charges that should work out to a few cents per passenger. So almost everyone uses carts and the per unit cost is a small fraction of that here. It's high time the airports (like health care authorities) learned from such better practices outside the US.

No Returning to GEICO

This is a consumer alert for Americans considering GEICO after watching those brilliant and funny ads featuring the gecko lizard and cavemen.

We carried GEICO auto insurance for several years till they heavily jacked up rates when we changed one of our cars for a new one. That's apparently a common way for insurers to reward loyal customers that they figure will stick around no matter what. So we switched to AllState that offered much lower rates.

If we do want to switch again some time we'll probably steer clear of GEICO even if they offer low premium rates. This is because of their ineptness and questionable practices that we experienced at first hand. Some instances:

• Our car driven by daughter Sheena was lightly hit in the rear side by a car jumping a red light. That other driver was deemed at fault and ticketed by the investigating police officer. We reported the incident to GEICO and were assured this wouldn't reflect adversely on our record. The operator advised us to let GEICO fix our car in their own workshop and they'd recover expenses from the other driver's insurer. The car was repaired all right at a cost of $700. We then received a letter that GEICO had decided not to pursue the claim with the other insurer as the amount involved was too small and billed us the deductible of $100. Years later we learned that GEICO had without our knowledge recorded this claim in the insurers' common database, showing our daughter to be at fault. Why? Because this way we would get higher rate quotes from competing insurers.
  
• GEICO has its claims adjusters who assess damages and then offer the claimant the choice of a cash settlement , or proceeding to a GEICO designated workshop for getting the repair done. The problem I saw is that adjusters typically offer a very low cash settlement, forcing the car owner to go to the designated workshop that vastly inflates the claim after the drop-off, which the GEICO adjuster then readily allows. The workshop obviously has a kickback arrangement with the adjuster. This is corruption remniscent of practices in a third world country. The inflated repair charges adversely affect the claims history of the policy holder. They also affect GEICO's bottom line since the amount paid out may be far higher than claimants would have agreed to receive in fairer settlements.
• We saw a surprising number of clerical errors (e.g., in recording VINs, coverage and billing) in the policies issued. When I called to seek correction we'd typically get a lot of duplicate and contradictory mailings. It sometimes took multiple iterations for them to get things right, only to have the process repeated when even minor changes were required to be made.

GEICO is a subsidiary of Berkshire Hathaway which is founded by the legendary and admirable Warren Buffett. Improving GEICO's operational structure and execution to match its marketing and advertising creativity shouldn't be so hard. For example they can compile data on cost escalations for their designated and third party workshops that will help flag their crooked claims assessors / adjusters. They can track the numbers and cost of mailings and compare it to industry averages to improve efficiency, and also track the average number of customer calls made to resolve an issue. These measures are almost so easy that even a caveman can do it.

American Airlines Bad, Zurich Good

On our way from JFK to Mumbai Anita and I were stranded in our connecting city Zurich for a day. A winter storm in the Northeast US area including New York had ended the previous night. The weather was clear and flights were departing normally when we boarded our 5:25pm American Airlines flight from JFK (New York) to Zurich.

But then there were an hour of cargo loading delays in which time light snow of about half an inch started falling. That led to need for de-icing our plane which was expected to take about 40 minutes as we were 4th in line. Instead, because of equipment failure and other snarl-ups we were on the ground for almost four hours and missed our connecting flight at Zurich.

To our surprise American Airlines miss-classified the entire cause of delay as weather-related. This way their staff escapes responsibility and enables them to cite their rules to avoid taking care of stranded passengers. Their staff at Zurich rebooked us for the same flight the next day without arranging or helping with any accommodation or paying a cent for stay or incidentals.

This was in stark contrast to our experience the previous year with Continental Airlines in Frankfurt where we were stranded for three days for genuine weather related reasons. Continental had put us up in a decent Frankfurt hotel for three days, paid for meals, and took such good care that I had sent them a letter praising their staff.

Back to Zurich, we made friends with a nice couple (New Jersey based, of Indian origin) in the same situation, along with and their remarkably turned out son (born and raised in the US, yet fluent in Marathi) who is a senior at Northwestern University. They contacted friends in Zurich who picked them up and put them up in their picturesque countryside home.

Anita and I also made the best of our halt by checking into a nearby hotel and taking a local train to see Zurich Downtown. It was a great opportunity for our first visit to a Swiss city. Zurich is a much better and enjoyable city than we had expected, combining modernity with rich historical architecture. Though it was a Sunday, the shops were open and there were crowds of revelers because of Christmas time.

Later at night in downtown we came across a devoted Gujerati son taking his visiting parents out for a walk. For dinner he recommended a well known restaurant called HillTL which served very good vegetarian cuisine with a lot of Indian fare. (By remarkable coincidence the next morning these parents were seated just across from us in our flight from Zurich to Mumbai.)

While entering HillTL we greeted a Sikh gent who was coming out. We started chatting and he became so friendly that he accompanied us back into the restaurant, waited as we ate, then gave us a tour of all 3-4 floors of it with a view of its open glass-walled kitchens. He then showed us other parts of Zurich downtown for the next hour or more, and was an excellent guide, filling us in on the background of various shops and landmarks. His name is Paramjit Bharj, and amazingly he's a devout and fully observant Sikh speaking fluent Panjabi even though he hasn't been to India since his birth. He was raised in Uganda and then came to Zurich over 30 years ago when Idi Amin expelled people of non-African origin. He had interesting views and we enjoyed his company.

Posted here are pictures one of a "singing Christmas tree" with live singers making up its branches, then one of Anita in front of this, one of me with Paramjit, and finally of Anita and I together. All in all it turned out well despite the disruption in our travel.

United Airline's Unfriendly Skies

About six years ago United Airlines had the best frequent flier program. I was prepared to pay up to $50 extra to fly United just for this reason. Now a lot of that has changed. I want to caution fellow US travellers so that they don't get burned.

But first here's what I had liked about the old program:

• If there was a seat available on a flight you wanted, you could get it even at short notice for just 25K miles. Easy availability and no sneaky "fees"
• If you booked your "free" (or Mileage Plus award) ticket and your plans changed, you could change bookings on the same itinerary without charges or penalties, so long as seats were available
• You could go to the airport and fly standby on a different date on forward or return legs without any charges and restrictions, so long as seats were available and you were sticking to your original itinerary (same departure and destination airports)
• Your miles did not lapse so long as there was some activity in your account in the preceding 36 months
• If your your account had no activity for close to 36 months, you would get a cautinary notice from United a few months in advance about the impending loss of miles

Now consider the changes in United's program. None of these has been announced except for the one about the period of account inactivity that triggers forfeiture of miles being reduced from 36 months to 18 months:

• Now very few (and sometimes none) seats per flight are available for "saver" award fares of 25K miles. After that some other seats are available for "standard" award fares of 50K miles. And you may get neither even if the plane has plenty of vacant seats because their set "quota" of designated award seats has been allocated
• You can still change your dates without charge on your original itinerary, but only if award ticket seats in that category (like "saver") is available on that flight. Good luck finding that though
• Trying to go standby on a different date is no longer allowed, even if the flight you want to go on is empty
• The no activity period in your account after which you lose miles has been reduced from 36 months to 18 months from the beginning of this year (2008)
• This is really sneaky. They no longer warn you of impending forfeiture of your miles. In fact the monthly and quarterly statements they send you do not even contain a "last activity date" or date when miles lapse, unlike any of the other airlines.

All my daughter Rubina's miles were quietly taken away last month. She had not been traveling on United in the past 18 months because her flight destinations were inconvenient on United's flights, and their prices were significantly higher. Leave alone sending a warning, United deliberately does not mention the mileage expiration date in the monthly statement that they email or mail to members.

I called up customer service to point this out while requesting her miles be restored. They refused, saying this is their new policy. They said customers should log into their Mileage Plus accounts and then track their expiration dates. They offered to sell her back her lapsed miles - at a price amounting to $350 for a "free" saver fare, or $650 for a "free" standard fare. Thanks a lot. I asked United customer service why they don't mention the mileage expiration date or last activity date on their emailed/mailed statements like other major carriers do. No answer.

Other airline programs have negative features as well. Air Tran and Southwest frequent flier benefits are useless unless you accumulate enough miles for a free ticket within a 12 month period, because they all lapse otherwise. Delta and American charge fees of $85 and $50 respectively if you book tickets less than 20 days in advance, with even higher fees for booking within 7 days. Many airlines offer 25K awards only on the routes with least demand. But at least you don't feel they're stealing your miles outright.

I'll still fly United or Air Tran or Southwest, but may go with other airlines with better mileage programs if their fares are less than $25 - $50 higher.