OUR POINTS EXPERT

Long ago we realized that if we were to be a successful travel agency, we’d have to pay attention to what our clients really want from us. One need that stands out is our clients’ wish for someone to help them with their points bookings. Most travel agencies seem to just wish these pesky frequent-flyer programs would go away; but The Travel Group offers a specialist in mileage plans. Our expert is Tara. Our clients love Tara because she is knowledgeable, thorough, and persistent in her efforts to secure the best points seats.

We thought that you might be interested in what her job is like and what tips she can offer.

1. What is it like handling all of the frequent-flyer bookings for The Travel Group?

It's a challenge! And a bit like a puzzle: if I can’t find the seats on the preferred airline, I have to figure out what other partner airlines or combination of airlines might work. Generally, the frequent-flyer desks are not very helpful (their reservations agents are often not that well trained), so I’m usually on my own to find something that fits a client’s needs.



2. What is your biggest frustration?

Hold times. Sometimes they can be 45 minutes or longer. That adds up to enormous chunks of time to spend without being able to take calls from our clients. I guess my clients would say, “Better you than me!”



3. There seem to be endless changes in frequent-flyer programs and their rules. How do you keep up?

Whenever I have a moment (usually while I am on hold!), I visit airline websites and review their frequent-flyer pages. For 2005, I see there are quite a few changes in store for some programs, including Aeroplan.



4. Obviously Aeroplan is the biggest plan for our clients. Which program is second biggest?

I would say that American Airlines’ AAdvantage Program would be the second most significant plan for our clients. It is a partner on several Gold credit card programs, so it often comes up as a good alternative to Aeroplan.



5. Who has the best plan in terms of ease of redemption and availability?

Aeroplan is best. I know that some will disagree, but because it is part of the Star Alliance network, Aeroplan offers a lot of excellent partner airlines to choose from that cover the globe. The runner-up is definitely Alaska Airlines’ Mileage Plan. It compliments Aeroplan nicely because of its range of airline partners, which are mostly from the competing One World Alliance.



6. Which plan is the most complicated and/or difficult to handle?

British Airways is the most difficult. They are not very travel agent friendly, meaning that unless you have set up your frequent flyer account to allow us to have access, BA will not let us handle your points booking. Most of our clients are very busy people who would rather pay an expert to do this difficult job than handle it personally. Unfortunately, British Airways just doesn’t get it.



7. Do you have any tips for frequent-flyers?

Book early and buy Trip Cancellation/Interruption Insurance. I recommend the latter because points tickets are almost never changeable once you have started your trip. If you have to make an unexpected change to your return trip, you will almost definitely have to buy “full fare” tickets, which will cost a fortune! Cancellation/interruption insurance is designed to reimburse you for these expenses in many cases, such as for medical emergencies and family medical situations.



8. What is the craziest points trip you've ever booked?

It was a last minute trip. Our client needed to fly to the east coast of Canada, and the only way to get him there was with two connections plus an overnight in each direction! He actually booked it.



9. What is the toughest points booking you've ever successfully completed?

The toughest would be an Aeroplan booking for three business class tickets to Vietnam, with a stop in Singapore, in peak season. I only had a couple of months lead time, and for those of us in the points game you know you just can’t get business class seats, let alone three of them, to Asia unless you book 10 years in advance. I still can’t believe I pulled that one off!



10. Where is the most exotic place you’ve ever booked on points

Well, I can’t say what the most exotic place is, but in the past six months I’ve found seats for clients to Bogotá, Kuala Lumpur, and Ho Chi Minh City.



11. How can you tell if I am using my points wisely or frivolously?

We have a little formula: we estimate that a frequent-flyer point is worth 2 cents a mile. If you can’t buy a ticket for that value (or less), then you are using your points wisely. The best value of all is for business class. Of course, those are the most difficult to come by. Business class to areas such as Asia, Africa, or South Pacific would be the absolute best way to spend your points, because these destinations do not ever seem to have discounted business class fares. You either pay full fare, or use your points.



12. Is Aeroplan really as bad as most people think?

No, I don’t think it’s that bad. I believe people get frustrated with Aeroplan because seats often are not available for when and where they want. Aeroplan has millions of members and, like any other frequent-flyer program, only a limited number of points seats allotted per flight. The trick is to book well in advance and use a specialist like me.



13. What’s the best and worst part of your job as frequent-flyer program manager?

Best: I get to book travel to fascinating destinations all over the world and I get to have great conversations with our clients. In addition to booking the free tickets, I get to research these interesting places and book tours, car rentals, and hotels.

Worst: Travellers seem to want to go to the same places at the same time, and that makes it tough to find free seats. I don’t like to disappoint a client.

TOP TEN AIRLINES

At the end of the year, everyone seems to come out with their Top Ten lists for just about everything, so we might as well do one of our own, for airlines. We don’t presume to know who is the best. Instead we will turn to several prominent organizations that conduct their own annual surveys. They are Conde Nast Magazine, Travel & Leisure Magazine, OAG, and Skytrax Research.



First, though, let’s cut to the chase, and reveal what is the world’s best airline for 2004.



According to the readers of Conde Nast Magazine, the best is Singapore Airlines for international routes and JetBlue for “domestic” (ie. U.S.). The criteria the magazine uses is pretty comprehensive, including ticketing/ground services, cabin comfort, cabin service, entertainment options, and food/beverages (in the case of international). Note, however, that food/beverage is excluded from the “domestic” U.S., thus stacking the deck in favour of the low-cost carriers. In fact, this year four out of the ten top domestic airlines were budget, no-frills airlines. For this reason, and the fact that most of our clients are based outside of the U.S., we will stick to looking at international carriers (which include U.S. airlines, of course.)



Travel & Leisure Magazine agrees—Singapore Airlines is the world’s best airline for 2004.



OAG, the publisher of the airline guide used world-wide by travel agents and airlines, stages an annual awards event for best airlines. The OAG Airline of the Year Awards actually hosts an annual gala dinner and awards ceremony to recognize and celebrate the very best in global air travel. This event, often called ‘The Oscars of the airline industry’, is now in its 23rd year. Votes for the award categories are polled from OAG’s world-wide customer base of business travelers, and therefore it has a corporate travel bias.



This year’s winner stunned the airline industry—Continental Airlines. It is the first U.S . -based carrier to win the title since the awards were established 22 years ago. Continental also won the Best Executive/Business Class category and was voted Best Airline based in North America in the OAG awards, and was short-listed in three other categories.



One other organization weighing in on the subject is Skytrax Research, a London-based aviation market research company. Their survey is perhaps the most comprehensive and thorough one, which looks at factors such as competitive performance, passenger loyalty, passenger satisfaction analysis, and brand-awareness. Skytrax calls its “Airline of the Year” selection the global barometer of airline passenger opinions, and it claims to be free of any outside or financial influences. It also claims to be the only airline survey that is truly worldwide in perspective, taking in more than 90 different passenger nationalities. Billing itself the world's "largest" passenger survey, it was conducted over a 10 month period - from June 2003 to March 2004 - the total number of eligible survey nominations being 10,821,215.



Their “Airline of the Year 2004” is (surprise!) Singapore Airlines.



Now, for our Top Ten List. This is a consolidation of the four surveys mentioned above. The top ten airlines of 2004 are:



1. Singapore

2. Cathay Pacific

3. Emirates

4. Thai

5. Virgin Atlantic

6. Qantas

7. Continental

8. Malaysian

9. British Airways

10. Japan Airlines







So once again, the best airline of 2004 seems to be Singapore Airlines. It has won the top spot in Conde Nast Magazine’s readers poll 16 times in 17 years! According to Business Traveller, Singapore has become “the standard by which all other international airlines are judged” (Business Traveller – Asia Pacific, 1997a, p. 3). This airline is consistently profitable, even through tough times, boasting a continuous profit streak since its inception 56 years ago.”

CLUB MED FOR DUMMIES

Not all Club Meds are alike; some are designed for families, some for couples, and some are good for everybody. As you peruse a Club Med brochure or browse their web site, you will find a bewildering array of choices. We wanted to make it simpler for you to choose the right one, so we asked our experts to give us their top picks. Here is the list:



Top Club Med Family villages:



1. Punta Cana, Dominican Republic - Number one for adults & kids, this all-suite village is awesome, offering 75 acres of everything your family needs to relax, romp and roam.



2. Ixtapa, Mexico - Ranked among the top family vacations spots by The Travel Channel, this village is packed with every experience your family could imagine.



3. Sandpiper, Florida - America’s only warm-weather all-inclusive family vacation spot. Endless activities provide the perfect adventure for parents and kids alike.











Top Club Med Villages for Adults:



1. Cancun, Mexico - As one of the very first resorts in Cancun, Club Med laid claim to this premier beachfront location. Here, every moment of partying, playing, dining, dancing, and lounging takes place along the unequalled beauty of the Gulf of Mexico.



2. Turkoise, Turks and Caicos - Explore one of the Top 10 dive spots in the world, or simply kick back and relax. Whatever you decide to do here, get ready for some serious fun!











Top Club Med Villages for Everyone:



1. Columbus Isle, Bahamas - Pristine beaches, sailing, windsurfing, scuba-diving, waterskiing, volleyball, archery. The list of activities seem endless. This is considered the most elegant of Club Med’s villages.



2. Bora Bora, Tahiti - Now for something really exotic: blankets of white sand and intriguing Tahitian cuisine create a romantic atmosphere that floats over the peaceful, crystalline waters.









Top Club Med Total All-Inclusive Ski Villages:

(and yes, that means full day ski/snowboard lessons and daily lift tickets)



1. Crested Butte, Colorado - The U.S.’s only totally all-inclusive family ski vacation. Ranked as one of the top Super Ski Resorts for Families by Child Magazine.



2. Val Thorens Freestyle, France (adult village) - For skiing, snowboarding, fitness, mountain-climbing, weight training, and après-ski, nothing beats this magnificent setting.



3. Les Arc Freestyle, France (adult village) - The ski slopes are just a stone’s throw away from the dance floor. For 24-hour fun, this is THE place.

WHERE WE'RE GOING NEXT

We asked our employees where they’d like to travel next. (We thought you might want to know where travel agents want to go.) Here’s what some of them said:


Shirley: Mediterranean Cruise - I haven't been to Europe in years and am craving to see more of the old cities for the culture and scenery. Since my favourite "vacation" is on a cruise ship why not combine the two? What could be better!


Marie: Cambodia, to see Angkor Wat


Cathy: South America. Before it gets invaded by Gap, Banana Republic and Starbucks


Laura: Egypt because I've always wanted to be an archaeologist and have dreamed about going to Egypt since I was 8.


Michele: Africa—possibly Namibia or Kenya, as I love adventure and wildlife.


David: Provence. Haven't seen enough of it yet; and I need to brush up on my French.


Annie: Egypt because I find Egyptian history fascinating.

FREQUENT FLYER PROGRAMS: WHO'S THE BEST?

What is the best frequent-flyer program? Well, that depends. If you’re looking at the question from North American-wide or worldwide view, I happily defer to The Freddies Awards. Named after Sir Freddie Laker, founder of the world’s first great charter airline, The Freddies are sort of like the Oscars of the frequent-flyer world. Every year, based on members’ votes, the best rewards programs (airline and hotel) are picked. For 2003, the Freddie for the top program went to Alaska Airlines’ Mileage Plan. (The 2004 results are not yet in.)



“To win the Program of the Year award, a program must be…consistent, fair, attentive and generous. And for the second year in a row just such a performance was put in by the Alaska Airlines Mileage Plan program. Mileage Plan generated nothing but positive buzz. With the continued expansion of its route network (the Eskimo in Florida?), and hence, its award redemption possibilities; the additional upgrading of its Web presence; the offering of unique and lucrative bonuses (up to 100,000 bonus miles is a major promotion by any stretch of the frequent flyer imagination) and the above-board treatment of its elite members, Mileage Plan seemed to do everything right - and its members certainly noticed.”



So, from the point of view of North American travelers, Alaska’s plan is the best.*



On the other hand, we should consider which airline rewards program is best from the standpoint of our clients, who are mainly based in B.C. Obviously, Air Canada’s Aeroplan comes to mind as one likely candidate. Certainly, it has a lot of things going for it, the number one issue being that it rewards members traveling the airline we in BC (and Canada) are most likely to fly. Plus Aeroplan includes all of the Star Alliance airlines, such as United Airlines and Lufthansa, which cover a great deal more territory. And, it belongs to two very popular credit card affinity programs: CIBC’s Aerogold Visa and American Express. So, you can “top up” your flown mileage with credit card points, something you cannot do with all the U.S. programs unless you have a U.S. billing address. All of these factors guarantee that a typical B.C.-based traveler will earn more mileage on Aeroplan than any other program.



Aeroplan has a few strikes against it, however. To start, there is the continuing general dislike for its parent airline, Air Canada (although, Aeroplan tries to distance itself from Air Canada by claiming it is an independent entity). Also, there are policies and rules that compare negatively with the majority of U.S. frequent-flyer programs. For instance, Aeroplan does not offer the ability to cash in mileage to upgrade an economy ticket, which is probably the single most popular feature of virtually all U.S. programs. (In this regard, it is in line with most international carriers, who are not big fans of upgrades.) Also, Aeroplan is notoriously stingy in awarding points and “status miles.” All “deep discount” airfares within Canada and transborder (the so-called “Tango” fares) do not earn the “status miles” you need to reach high tier status (ie. Prestige, Elite, and SuperElite). This is a great sore spot with most business travelers, who often find themselves debating whether to spend hundreds of dollars more for a ticket just to maintain their status. On top of this, Aeroplan continues to award only 50% points for most discount fares within Canada and for “Tango” fares transborder.



There is also the thorny question of award travel availability. If you polled most Aeroplan members, they would tell you it is almost impossible to get points seats when they want them. In some cases, this is certainly true. Tara, our Frequent-flyer programs specialist, warns not to even try to get business class seats on points to destinations such as Hawaii, Australia, or Caribbean, unless you have prearranged with her to book these hard-to-get seats one year ahead. Tara must regularly book points tickets exactly to the day that the points seats first open up on Aeroplan’s computer (usually about 330 days ahead). On the other hand, Air Canada’s free seats policy has become increasingly generous over the years; and is currently running at about 10% of all available inventory. In this respect, Aeroplan’s free seat availability is superior to most other programs. Just don’t expect to get business class seats to London in the summer if you are checking in April. It won’t happen!



In terms of its higher tier policies, perks, and qualifying levels, Aeroplan is probably on par with most of its North American competitors. I could devote pages on this issue, as there are definitely important differences, both positive and negative, but on the whole Aeroplan comes out about even with the others.



The only other serious contender for best frequent-flyer program for B.C. travelers would have to be Alaska Airlines’ Mileage Plan. The reason: besides having very generous award levels, available awards seats, and upgrade policies (the latter being far superior to Aeroplan’s), the main issue for us is its partners. If you already have an Aeroplan membership, our agency advises you to join Alaska’s excellent plan. (We enroll our clients in any program you want for free.) Mileage Plan’s partners, which include American Airlines, Northwest, Delta, Hawaiian, Continental, and Helijet in North America, are a combination of North American airlines unparalleled in any other frequent-flyer program. So, if you find yourself flying American Airlines or Continental Airlines some day in the future, don’t be surprised if your agent suggests that we sign you up for the Alaska Mileage Plan rather than AAdvantage or One Pass. Chances are you will earn more mileage in this plan, with its excellent partners program, than in any program offered by these other airlines. Add to this a superb international partners list, which includes KLM, British Airways, Cathay Pacific, and Qantas, and you have the perfect program for a B.C. resident.



So, what is the best frequent-flyer program? My pick would be Alaska’s Mileage Plan. It appears to be the best overall North American program, and since virtually everyone in Canada already has Aeroplan by default anyway, the Alaska program is the one that will benefit our clients most.



If you have any questions or comments, I welcome your e-mails. Or, feel free to call our resident expert on all frequent-flyer matters, Tara Kay.



Useful Links:



Frequent-Flyer.com: A useful and well-organized summary of frequent-flyer programs for Americans (since Aeroplan is ignored); however, it’s summaries about program partnerships are not up-to-date. Go directly to the particular airline web sites for accurate information. It offers excellent links to all the major airline frequent-flyer programs, as well as news items, summaries of credit card affinity programs, and a chance to vote for your favourite program, airline, hotel chain, etc.



WebFlyer.com: Another well-constructed web site devoted to frequent-flyer programs and issues. Unlike Frequent-Flyer.com, this site offers extensive reviews of airline programs. It’s side-by-side comparisons of airline programs is very thorough and useful.



The Freddie Awards: an interesting site which is a bit like the Oscars of frequent-flyer programs.



Alaska Airlines’ Airline Partners: an impressive list that distinguishes this program from all other plans I know of, including Aeroplan.



Aeroplan Partners List: Probably the worst designed web site of all the major North American programs, click here and then click on a miniscule hyperlink called “Complete Partner List” near the top centre part of the page. If you lose this link, good luck trying to find this information again!





* Early this year, however, Alaska toughened many of its more generous rules about upgrades and qualification for high tier status—ie. “MVP” and “MVP Gold”—so it isn’t all that certain Mileage Plan will get the nod again from The Freddies’ for 2004.

GOOD NEWS AND BAD

Probably the two most significant new developments in travel are (1) soaring fuel prices and (2) the rising Canadian dollar. The latter, of course, is good news for Canadian travelers (although not necessarily for exporters). The former, soaring fuel prices, is a concern. Certainly, it will translate into even higher airline ticket prices (see web article); but perhaps even more disturbing is the fact that it will do further damage to airlines (particularly U.S. ones) already in shaky financial condition.



Already, the world’s two largest airlines, American and United, have announced new cuts to capacity in anticipation of decline in demand due to higher ticket prices. Also, sadly American is fazing out its much-praised extra legroom in economy class in an effort to squeeze more cost savings. And, as airline capacity starts to shrink, you can expect more delays and disruptions due to over-booked flights and fewer options.



In summary, the bad news is look for higher prices, lower comfort, and less convenience. The good news: once you get to the U.S. (and many other countries), our dollar will go further than before.



With the expectation of higher airfares, this is one more reason that wise travelers rely on professional travel consultants to not only find the best airfares, but to advise when to buy and when to hold off until a better deal comes along. Like the old Kenny Rogers’ song says, we have “to know when to hold ‘em and when to fold ‘em.”

TO TIP OR NOT TO TIP

Florida joke: What’s the difference between a canoe and a Canadian?

Answer: "A canoe tips!"



Are Canadians really that bad? Or are we just confused? Do you tip to buy your way to the front of the line, or should it be a reward for good service? If you get poor service, should you withhold the tip? A tip that would be considered average in the USA would be excessive in Portugal or even refused in Japan. In Iceland, tipping is considered to be downright rude. So how do you know what is appropriate?



Roger Axtell, former vice-president of the Parker Pen Company, has written three books on international customs and protocol. He gives these guidelines for avoiding embarrassment when it comes to tipping in frequently visited countries.



Western Europe: A service charge ranging from 10 to 20 percent is automatically added to your hotel and dining bill. In France, it is not always applied so ask to be sure. In Spain, the money is rarely given to the employees even though it is included in the bill, so tip individually. In Scandinavia, it is included in the bill even for taxi rides.



The Middle East: An automatic 15% is now added to the bill in Israel and cash tipping has become more common. In Turkey and Greece, the proprietors take a share of the pooled 15% so a small tip given directly to the employee is appreciated. It is the custom to tip taxi drivers.



Latin America: There is a huge variation in tipping practices in Central and South America. Ask your hotel concierge about the local customs. In Argentina, tip waiters 10 to 15 percent, porters US$0.50 per bag, taxi drivers 15 percent, and theatre ushers 5 percent. In Brazil, tip waiters 5% in cash over the 10% added to the bill, taxi drivers 10%, and at the airport tip the last porter who handles your bags – he will share the money with the others. In Chile and Colombia, the cab drivers own their cars so tipping is not required, but remember to give theatre ushers small tips. In Venezuela, 10 percent is added to the bill in restaurants and hotels. Don’t tip the taxi drivers unless they have carried your bags or give extra service, but do give porters the equivalent of US$1.00 for carrying a few bags.



Down Under: There is general resistance to tipping in Australia, but service people in tourist areas have come to expect small tips. In New Zealand, tipping is not the custom unless exceptional service has been provided.



Asia: Tipping is not common in Asia and may even be considered insulting. Hotels and restaurants usually add a service fee to the bill. When in doubt, don’t tip! You could present a small gift to people who have extended special service. Exceptions are Hong Kong, India, Malaysia, and South Korea. Ask about current practices.



A final word of caution – When you park your car in a public area or along the street in Mexico and young watchacaros suddenly appear with open palms and a promise to watch your car, it is wise to accept their offer!



Books by Roger Axtell: Around the World; Of International Trade; and Of Hosting International Visitors (All published by John Wiley & Sons).



Recommended Reading: The International Guide to Tipping, by Nancy Star, Berkley Publishing The Art of Tipping: Customs and Controversies, by Barbara Wohlfahrt, Edwin Jablonsk, and John E. Schein, published by Tippers International Limited Traveler’s Handbook on Tipping, Vol. 1, by David Stroman, published by AuthorHouse



Online: Ever wondered what to tip a tattoo artist or a piercing technician? For an excellent summary of this important question and some good guidelines for more mainstream tipping issues, go to: http://azaz.essortment.com/tipping_rdef.htm .

But what about pizza, you ask? Well don’t panic, for the proper tipping etiquette for pizza delivery, see: http://tipthepizzaguy.com/general/ Lots of people have found a way to make money on the issue; my favourite is a web site totally devoted to tipping, http://www.tipping.org, which sells a handle little wallet-sized tipping chart (15% and 20%).