When it comes to my trips, I’m a planner. I’ve gone on at length in other posts about the way that I approach new cities and the way I plan out my trips. The experiences of the last three months have led me to rethink a few of my previously held stances about travel.
Never again will I book my flight more than 60 days before the trip: In the past, I have usually tried to get my flights about three months before I actually want to travel- having them booked relieves the mental stress of a hanging to-do list item, and getting them done early helps to get a good price on the ticket. Or at least that’s how it used to be.
The conventional wisdom used to be that the best prices on flights are usually found about 70 days before a flight and that the best booking window is 21 to 121 days before your flight date. If you wait until the last minute, flight prices are often hugely inflated, and if you get them too early, they can be just as bad.
When Covid-19 hit, my plans started to disappear and I was left with a need to cancel five separate trips out of state- that meant I had to cancel flights with JetBlue, American Airlines, Delta, Spirit Airlines, Alaska Airlines, and Frontier Airlines. I will never again buy my flight more than a month out- there’s just too much uncertainty, and having to cancel a flight is a giant pain in the ass. This leads me to the next lesson-
Never again will I use an all-in-one travel planning site: I have been an Expedia.com user since some time in 2001. I’ve used it for countless flights and hotels, using various airlines throughout the last eighteen years. I always felt like it was useful to have the web equivalent of a travel agent, and it worked well for me until it didn’t. The mass cancellation of all of those flights is where Expedia fell apart.
It was nearly impossible at first to reach an actual customer service representative, and when they finally started to get their response organized it was still clunky and hard to get a response.
JetBlue was the easiest to deal with- I was able to go directly to them and they canceled my flight and put a credit in their “Travel Bank.” Nice and easy. Several of the others wouldn’t talk to me directly though- if you book through an agent or a site like Expedia or Travelocity, a lot of the airlines will make you go back to that site to deal with any flight changes.
To my vast and unending surprise, the first airline to just do the right thing and give me back my money was Spirit Airlines. The cancellation with them was fully refunded, with a minimum of fuss. I was expecting more difficulty there, and their goodwill has guaranteed that I will use them again if the route I need is there.
Alaska Airlines also gave me a refund, once I called them and spoke to a customer service representative. They were very classy to me.
The other three allowed me to cancel flights, but only gave me credits. This is where the real lesson begins.
I have a long-standing relationship with Delta, and I’ve always enjoyed flying with them, but this experience has put me off of them a bit. For one thing, I haven’t been able to reach a person in weeks. For another, my Expedia flights resulted in airline credits, but those credits aren’t visible in my Delta account. If the credits from all those canceled flights lived in my Delta Skymiles account, I would be sanguine. They don’t, though. They live in Expedia. This is a problem.
The Expedia site is garbage. Up until a few days ago, there was absolutely no place on Expedia to even see a credit. Now you can see it on a per-trip basis, but there’s still no obvious list of them- if you don’t know you have a credit, you’ll never get a notification that you do. And you can’t use Expedia airline credits while booking on their site, you have to call their call center to use your credits. I’m not looking forward to that at all.
American Airlines is the same way- a credit, living somewhere in the Expedia system, that I will have to call in to use when booking a new flight with the same airline.
Frontier Airlines is the last of them, and Frontier gets all of my rage. All of it. The first time I called in, I only had to wait about forty minutes to reach a customer service representative. She initially said that I would have an airline credit, good until September of 2021, but that I would have to re-book within 90 days.
This is a problem because the event that I was attending via a Frontier flight is canceled, not rescheduled. None of my regular travel goes on Frontier routes, and I’m certainly not going to have more travel plans to coordinate with them in the next 90 days. I told the customer service rep this, and she said that she would get me a refund. She said she would route my information to another department to get the refund processed.
I now know that the Frontier Airlines customer service representative lied.
I know this because after a few weeks went by, I tried to call again. This time, it took me more than ninety minutes to get to a rep. He took my basic information, asked to place me on a “brief hold,” and that was the last I heard from him. I had roughly ten minutes of dead silence, and then the hold music came back and I was on for another twenty-five minutes, before I was suddenly disconnected from the call.
For my third attempt to reach someone helpful, I went the Twitter route, speaking to https://twitter.com/FrontierCare, who took more than two days for the first response. I explained my situation, and they said my reservation does not qualify for a refund. I repeated my explanation that the credit was useless to me, and a full two hours later repeated the “booked in 90 days, good until September 2021” bit.
So yeah, Frontier Airlines is going to keep my money, and will provide me no service for it. If they had said all along that they would not give me a refund, I would not have been angry, but the first customer service representative said I would have a refund. Either she lied through her teeth, or the next person I spoke to did. This is shitty customer service, and they’ve guaranteed that I will never fly with them or recommend them to anyone else I know. They can still save their relationship with me by doing the right thing, but they don’t seem willing to, and I’m not feeling up to spending another few hours of my life trying to get them to change their minds.
I have a long memory, Frontier, and I travel a lot. Just not with you.
I’m sure that I’ll still have new lessons from Covid-19 in the future. After all, most of my favorite things involve travel and the entertainment and travel industries are still changing and adapting to life with a pandemic. For now, I’ll leave you with this summary, the three main lessons I have learned from this experience:
- Don’t book early. Just don’t. Wait until no less than thirty days from your travel date to get your airfare. You might have to pay a little more, but it’s less expensive than having an airline just keep your money without ever flying you anywhere.
- Book directly with the airlines, not through a site like Expedia or Travelocity. If something goes wrong, it’s a hell of a lot easier to deal with the airline directly than with a giant nebulous glob like Expedia. At this point in time, I’ve got a bunch of airline credits that I can ONLY use if I book through Expedia during a phone call. Once those credits are gone from Expedia, so am I.
- Never fly Frontier Airlines. They suck. They have earned a spiteful place in my heart for taking my money without a usable service.
Have you learned any lessons from living through a global pandemic?