[PHXFlyer]

Originally Posted by LJEsposito

I was extremely impressed to get a non-canned response so quickly from US Airways Customer Relations. I truly give them kudos for this and it has dissipated much of my frustration with them. My real concerns may be beyond the scope of this forum since they apply not only to airlines but hotels and other institutions which intentionally overbook to increase profits. I'll post my response which includes the key phrases expressed by their well spoken respresentative. Unless there is any additional interest, I'll pursue my concerns in more appropriate venues.


Thank you for your prompt response. While there *may* be legal and economic support for the airlines overbooking policies, I still believe that it is an unethical practice to increase profits at the expense of the inconvenience and frustrations of an untold number of customers.

I think "unethical" is pushing it a bit. Don't you? An airline seat is a perishable product. If an aircraft goes out with empty seats it means lost revenue for the airline. One may argue that most fares are non-refundable and if a passenger no-shows then the seat is paid for anyway but remember this isn't always the case. If a passenger mis-connects in a hub city they are put on a later flight for no additional charge. If someone intentionally or by circumstance misses their flight even a non-refundable ticket can be re-booked for a fee. Even in those cases sometimes the fee is waived.

Originally Posted by LJEsposito

While the words “fares would have to be increased dramatically” may be convincing to most, to me, I simply hear you saying that there is a steep price to pay for ethical practices. And *that* is a very slippery slope!
While the words “based on careful historical analysis” might be assuring to most, I wonder why such analyses aren’t shared with the customers forced to suffer the consequences when reality is so far removed from analysis and 25 customers get bumped.

Actually, there is historical data which is collected and analyzed by revenue management which sets the numbers for each flight. I've met with some of these people at two airlines I fly with often and you wouldn't believe all of the data they collect. Sometimes a flight will be overbooked beyond the limit initially set. This occurs when there are operational issues such as cancellations or delays due to weather, mechanical failure, or other unforseen issues. The reason those numbers aren't shared is that it is proprietary information just like the number of seats an airline allocates to a particular fare.

Originally Posted by LJEsposito

Hopefully, there are government constraints to ensure that such analyses aren’t unfairly tweaked for the purposes of competitive advantage.

They are definitely "tweaked for the purposes of competitive advantage. It is a business, not public transportation. There are stockholders to answer to.

Originally Posted by LJEsposito

While the words “volunteers are solicited” may be comforting to most, the Flyer Rights regarding overbooking on the US DOT Aviation Consumer Protection Division Website suggest that this is more than an extended courtesy and actually a federal requirement. Are airlines always in compliance? There have been reports to the contrary, including US Airways. Perhaps non-compliance happens out of ignorance or expedience.

Personaly, I have never seen a situation where a flight was overbooked and volunteers weren't solicited. I have volunteered on numerous occasions myself when my plans allowed some flexibility. I have seen Continental offer as much as $700 in vouchers to volunteers on an overbooked flight. The object is to keep the numbers of involuntarily denied boardings down.

Originally Posted by LJEsposito

While the words “passengers who did not check in early” may be a fair selection criterion to most, to me, it favors the advantaged over the disadvantaged, those more typically lacking in the resources to print from the Internet, whose arrival times may be less within their control and who are more apt to lack the resources and wherewithal to fight for the rights for which they paid.

Now that's a stretch. Typically one who can afford air travel typically has internet access in some way shape or form. I believe Southwest Airlines, who many refer to as "Greyhound of the Air", books over 2/3 of it's tickets online. You see people posting to this forum all the time who say "I was denied boarding because I missed the check-in time at the airport by two minutes." They were able to access this website to bitch about a situation which was their own fault but yet had no computer access when it came time to check in for their flight? Bull!

Furthermore online check-in is available a full 24 hours prior to the departure time of the flight. Even those without internet access at home could find the time to go to their public library, a coffee shop or internet cafe, or a friend or neighbor to check-in for their flight.

Originally Posted by LJEsposito

While the words “on the next available flight” may be reasonable to most, to me, the unspoken limits on such determinations would surely infuriate any customer whose urgency requires more committed efforts. In most failed ethical transactions, it is the victim, and not the perpetrator, who drives the conditions for an acceptable resolution.

Sometimes during peak travel periods or major weather disruptions the next available flight might very well be the next day or two or three days later. If that's the case ask for a refund and call Amtrak or Greyhound.

Originally Posted by LJEsposito

As you can see, I still have many questions and concerns regarding the issues to which you responded, as well as some that you did not. Regarding my observations of the unfortunate young woman who was unable to get the help of your employees to make a scheduled flight with her companion even though both arrived to the airport together long before their flight and, in desperation, she even eliminated her baggage constraint 20 minutes before departure.

• What’s the deadline prior to departure for checking bags?
• What are the exceptions, if any, for checking bags late?
• What’s the deadline prior to departure for checking in (without bags)?
• What are the exceptions, if any, for checking in late (without bags)?
• Who is the highest manager on duty at the airport?
• What is the best way to reach them in an emergency?

1. Either 30 or 45 minutes depending on the airport for domestic travel. International flights also depend on the airline and airport.

2. Sometimes airlines will allow a late check-in with bags if the passenger agrees that the bags may not be on their flight. In this case it is the passengers responsibilty to pick up the bags when they arrive. The airline will not deliver the bags and will have the passenger sign a release of liability.

3. At most airports it is the station manager. There are some hub airports where there might be an exec. who is also there but the station manager oversees all the day to day operations.

4. The station manager cannot be on duty 24/7. That's why there are supervisors. In most cases a supervisor has the last word on any decisions about passenger issues.

Originally Posted by LJEsposito

I’m hoping that you can direct me to the best resources within your company to get these concerns and questions addressed.
While I don't expect anyone at US Airways, not even Doug Parker, to address my main concern about the unethical practices of overbooking, I do want to make sure I fully understand all the regulations and policies that could otherwise frustrate our travel experience so that I'm not at the disadvantage that most other customers find themselves.
Meanwhile, I'll continue to pursue my main concern with my Congressman, any appropriate government agencies, attorneys, various media outlets and any forums appropriate for such discussion.
Thanks, Larry Esposito

Honestly, you're wasting your time. Airlines have been overbooking for years and will continue to do so. Even Southwest, this "shining star of customer service" overbooks. The only airline who claims not to overbook on a regular basis is JetBlue. If overbooking is a major concern to you when choosing an airline then I suggest you fly them.