09:29 PM CST on Wednesday, December 17, 2008
By CHRISTOPHER ELLIOTT / Tribune Media Services
It took a couple of airline bankruptcies, a recession and the near collapse of the world economy but, by golly, travelers are feeling loved.
Turn back the clock a year, and you’ll find a dramatically different picture. Travelers were unappreciated, even exploited, by unscrupulous travel companies flush with profits.
No longer. With one notable exception, it’s difficult to find any part of the travel industry that isn’t being extra-nice to customers. Which part? (Hint: Stay away from the airport.)
But even there, amid a la carte pricing schemes and gross neglect of non-elite passengers, there are signs that customer service is back in vogue.
Mary Hooper, a retiree from Bakersville, N.C., who remembers flying the friendly, pre-deregulation skies in style, has seen small signs of a return to the good old days. On a recent Virgin Atlantic flight, she found herself in a comfortable, premium economy seat, surrounded by pleasant, accommodating crew members.
“Now, I have a big reason to fly again,” she said.
If there’s a silver lining in this cloud of economic uncertainty, it’s that travel hasn’t been this affordable in years. As a bonus, the travel industry is rolling out the red carpet. Excluding most airlines, it’s almost as if we’ve turned the clock back 50 years in the customer-service department.
Unbeatable bargains
Will Crockett of Waco had a tall order for his recent New York City weekend getaway. He wanted a hotel in midtown near a subway stop for less than $150 a night – at the last minute. So he clicked on Priceline.com just two weeks before the trip.
“I knew I was taking my chances,” he says.
He scored a room at the Wellington Hotel – “clean place, outstanding service.”
Thanks to the recent Wall Street meltdown, many hotels with high service standards are having fire sales. You can find deals on sites such as Priceline.com and Hotwire.com. Travelers are finding discounts of 40 percent to 50 percent off published room rates. Plan a visit to New York City, Chicago, Los Angeles or San Francisco now.
Upgrades without asking
Tom and Jennifer Leckstrom visited the Four Seasons Resort Nevis in the West Indies earlier this fall for their five-year anniversary.
“The hotel package was reasonable since it was the off season, plus I booked a mountain-view room instead of an ocean-view room,” she says.
But when they arrived, the couple discovered they had been upgraded to an ocean-view room at no charge, and without having to ask.
“Couldn’t have been happier,” she says.
Such upgrades are becoming common. During my research, I found many travelers who said hotels, resorts or car-rental companies were going out of their way to make guests feel welcome.
Service with a smile
When Anya Clowers rented a car in Las Vegas recently, she was impressed by the way the shuttle driver behaved. She wasn’t apathetic, and she didn’t flash a fake smile.
“She truly enjoyed her job,” Ms. Clowers says. “From welcoming travelers to Las Vegas to lifting luggage to providing small tips about the city, she was a rare gem.”
What a switch from a few months ago, when customers were regarded as walking cash by rental companies. Now employees are grateful to have them at the counter. Isn’t that the way it’s supposed to be?
Europe cheap again
The euro isn’t at parity with the dollar yet. But as podcaster Elyse Weiner observes, it’s well on its way.
“The weaker euro is a bright spot in this painful economic time,” she told me. “It’s astonishing after you’ve trained yourself to convert euros to $1.65 to find yourself in a $1.30 world.”
No one knows whether one-to-one parity will come soon, but I won’t be surprised if it happens. Nor will I be shocked if the euro goes below a dollar, as it did in the ’90s. Which would send a tsunami of tourists to Europe next summer.
Going the extra mile
Before Sue and Bill Painter checked into the J.W. Marriott Hotel in Lima, Peru, Sue e-mailed the property and asked for a bottle of champagne and cake for their room. It was her husband’s 60th birthday.
“When we arrived at the hotel, we were shown to a large room on the executive floor,” she says. “In the room was an exquisite cake covered with very high-quality Peruvian chocolate, with the chocolate made into a large bow on top of the cake.”
The charge for this elaborate surprise? Nothing. The cake, champagne and upgrade didn’t cost a penny.
Serenity found
When times are tough, and everyone stays home, you get to experience air travel the way it was meant to be – away from the crowds, with all the attention to detail and pampering you remember from the days before the government deregulated an entire industry.
Barry Maher, a professional speaker, recently boarded a Lufthansa flight and found that the clock had been turned back, in a manner of speaking.
“At one point, I had the entire first-class section of a 747 and three flight attendants all to myself,” he says. “Even in business class, the food was wonderful, the service excellent, the seats that recline into beds were comfortable and the entertainment selection excellent.”
This isn’t a fluke. As air travelers scale back trips, a lot of folks are flying on less-crowded planes. Enjoy it.
Do us a favor
I know what you’re thinking: Shouldn’t travel always be like this? Yes. But that’s not how it works. The travel industry is cyclical. During good times, travelers are taken for granted. During bad times, the industry worships the ground we walk on.
They should try splitting the difference.
Christopher Elliott is the ombudsman for National Geographic Traveler magazine.
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