Consumerist is a very critical site so when I see something extra from a company I feel like should give credit where credit is due.

On the day of my flight, I missed the boarding cutoff at JFK but ticket agent Orniston called down to the gate to see if they would let me in. They wouldn't, and the next available flight was about a ~$500 fare difference. With patience and humor, my man Orniston checked with his supervisor and got me on it for only a $40 fee. Score!

The bathrooms at Terminal 5 seemed a lot cleaner and brighter than the usual. There was free no-BS wifi and a plug-in table - no hunting for spare outlets and crouching like a laptop hermit required.

The Captain gave a good pre-flight announcement that was actually friendly and funny instead of just trying to be. I swear the flight attendant did a sort of sashay dance down the aisle as she checked to make sure everyone's belts were tightened.

Flight was smooth, seats were spacious and I enjoyed 36 channels of real cable, especially the soccer channels. We landed 45 minutes early. On the return flight there was a lot less legroom and my TV kept cutting out. Otherwise, good to go.

A++++, would fly again!

(Photo: Seamus Murray)

Attention Digital has collected several YouTube videos of CEOs apologizing for one reason or another: Domino's Patrick Doyle, for the infamous snot-food video; Matel's Bob Eckert, for its run of toy safety violations, and the Maple Leaf Foods robot, for listeria in its products. The article missed it, YouTube also has a video apology from United Airlines' Jim Goodwin (oooo, I just want to take him home and rub his belly...)

Having all of these collected in one place is nice because it allows consumers to get a sense of apologizes as a genre. Apparently, bad lighting and monotone reading from a teleprompter are a plus. Of course, CEOs can always get help from this guy when they need it.

CEOs apologize on YouTube [Attention Digital] (Thanks to Johnny!)

Wired did a story on Ross:

Ross said he isn't looking for money, just a chance to see as many airports as possible. In exchange, he's willing to do just about anything his sponsor asks. He'll spy on a significant other, act as a human courier, take photos of homes for out-of-state buyers, promote Golden Palace ("They've bought all sorts of crazy crap off eBay, why not buy their own personal guy who flies around?"), or even rate the efficiency of TSA screeners by city. You name it and he'll probably do it. Perhaps some right-wing interest groups will fly him around the country as a semi-professional Town Hall meeting protester.

Not exactly media shy, Ross e-mailed us the story and asked us for some help:

The passes were more popular than JetBlue expected, and they capped them before I could get one. I have offers rolling in now, thanks to the exposure I've gotten, so it's no longer an issue of not having the money. I'm thinking that if I could convince the JetBlue execs that it'd be great free exposure, they'd be willing to make an exception for me — so how should I go about this? An email carpet bomb seems like a good idea, but I've never tried it, so I could really use some advice for that, or any other ideas that might work.

Following our EECB advice, Ross got ahold of a JetBlue executive who, in Ross' words, let him "get his hands" on a pass. Sounds like code to "free" to me, most likely from JetBlue itself, although possibly paid for by one of Ross' many Wired-inspired benefactors.

It turns out all Ross had to do for his pass was go public with a bold, silly idea to be richly rewarded.

JetBlue Hopeful: Want Pass, Will Travel [Wired]
(Photo: Meg Marco)

What's the inevitable catch?

...Ray Neidl, an independent airline analyst, said it's "not quite as crazy as it sounds on the surface."

He said that JetBlue has a limited number of routes and often has fares of $99. So, while the San Francisco example above makes it sound like a great deal, Neidl said, some passengers might need to make six trips to make it worthwhile.

"There are not a lot of people who can travel that much," he said. "It's students or retirees."

By September, of course, students are back in school, so they aren't ideal candidates for this promotion. You just know that someone is going to find a way to fly to all of the cities JetBlue serves using the pass during the promotion month, and write a blog about it.

Ridiculously Cheap Travel Deals: JetBlue Offers Unlimited Flights for $599 [ABC News]
All-You-Can-Jet Pass [JetBlue]

(Photo: mrkathika)

I have an American Express card. It's a regular gold AmEx, I've been a card member since 2005, some months I carry a balance, some months I pay it off in full. I'm just an average customer.

Over the past couple of months I've decided that I'd rather have a JetBlue AmEx than my gold AmEx. So, I've been trying to apply for a JetBlue AmEx. The key word is TRYING.

1- I tried to just change my gold AmEx into a JetBlue AmEx, but itdoesn't work that way (I've been able to change Citibank credit cards around like that, so I did think it might be that simple.)

2- the only way I could get a JetBlue AmEx was to apply, have my credit report pulled, etc. Ok. I'm totally ok with that.

3- I have a security freeze on my credit reports, so I did a temporary lift of the security freeze on Experian, so that AmEx could run my credit report.

4. My application was cancelled. Not 'declined,' cancelled. The online reason I was given was that my Social Security Number could not be confirmed, and so because my SSN could not be confirmed my application was cancelled.

5- I just got off the phone with AmEx's 800 number, to ask about this SSN message. I thought maybe I'd received the wrong error message, and this was a problem with my security freeze, but nope- the temp lift is fine, and my Experian report can be run. However apparently on top of that the AmEx SSN verification system that is used "because of 9/11" (exact words the rep used) could not verify my SSN to their satisfaction, and so that is why my application was cancelled.

6- But, the rep informed me, all I had to do was go down to my local Social Security office, and get a letter on SS letterhead verifying my SNN, and send it to AmEx, and then they would consider my application again.

I have no interest in going down to my local Social Security office, just so that I can apply for a JetBlue AmEx, but I am wondering about the "because of 9/11" reason that I was given:

- (sorry to be redundant, but) I ALREADY HAVE AN AMEX,
- the AmEx I already have I received in 2005. So obviously my SSN existed in 2005 and passed the "because of 9/11" procedures in 2005, so why am I having such a hard time just *applying* for an AmEx?

Can we get a moratorium on using 9/11 as an excuse for anything customer related? What happened to "for security reasons" as a legitimate excuse?

(Photo: apesara)

• Must buy your tickets between May 5th and May 7th for travel between May 8th and May 31st;
• Must depart from Washington Dulles International Airport or Richmond International Airport;
• Good for non-stop flights only to Los Angeles/Long Beach, Oakland, Fort Lauderdale, Orlando, and New York/JFK;
• Active-duty servicemembers only—no retirees, reservists, or military families.

There's no way we're going to deny that a $1 fare is awesome, but maybe it would have been nicer had JetBlue offered a more realistic, less sensational fare—say, $49 or $59—that they could have extended to other hubs, for example, or across a wider period of time. But hey, if you're active military living in the Virginia area who's got family or friends in one of those five cities and who can take off by yourself for a quick visit before the end of this month, this is really too good to pass up.

(Hurry, though—flights from Dulles to Long Beach or Oakland are already sold out.)

May Military Offer [JetBlue]

We thought there was a risk of cargo holds being unheated or unpressurized, but luckily for the anonymous stowaway Jet Blue pressurizes theirs. It's certainly a better place to hide than the wheel well.

"The flight was free, but the ride was rough" [The Boston Globe] (Thanks to R!)
(Photo: Spring Dew)

In order to take advantage of the refund you:

Must be 18.

Must involuntarily lose your job.

Have personally paid for the travel you're looking to get refunded and be a traveler on the reservation/itinerary for which a refund is sought.

After all of that trauma, all you need to do is sign an "Eligibility Letter" and have it notarized — fax it to JetBlue at least 14 days before you fly, and then send the original by certified mail.

JetBlue says:

"JetBlue is committed to helping customers book stress-free travel plans, and based on their feedback we made adjustments to our refund policy to allow them to book with confidence," said Robin Hayes, executive vice president and chief commercial officer for JetBlue Airways. "This price promise allows them to book early and take advantage of our low fares without worrying they will lose their money if they need to cancel their trip due to job loss."

The offer applies to new air-only JetBlue flight purchases made between February 1, 2009 and June 1, 2009. You can find more information about this refund guarantee, here.

Promise Program [JetBlue]
The JetBlue Promise Program: If You Lose Your Job, We'll Refund Your Fare (Press Release) [JetBlue]

Picture this: It's New Year's Eve and I'm checking in at Jet Blue's fancy new T5 terminal at JFK. I've only got one piece of luggage to check 'cause that's all you can check for free on Jet Blue these days. The item mustn't weigh over 50 lbs. and its combined outer dimensions must be under 80". The box I put up on the scale weighed 43lbs. and was under that size.

"What's in the box?" asks the lady at the counter.

"A folding bike, some clothes, and some cheese." I say.

"That's $50." she says, blankly.

Obviously, the conversation didn't end there but eventually, despite threats of unchecking it and rechecking it again as a "metal sculpture," "velocipede," or "personal mobility device", I pulled out my credit card, paid the fee, and started making some phone calls. The phone calls went nowhere. "It's policy." is all got and it's true; Jet Blue, unlike other airlines, does not make any exception for small bicycles.

Delta and American Airlines both let passengers check bikes in boxes without the charge. The reasoning is clear: luggage handlers don't want to deal with a bike. A box? It might as well contain a cadaver or a lobster collection so long as it's easy to pick up and toss on a conveyor belt. Next time Jetblue asks what you have in the box, don't feel compelled to talk yourself into a surcharge.

Update: Jetblue responded to Carl's post by changing their policy.

Thanks for helping to bring this to our attention. We pride ourselves on our customer service and when we’re faced with a situation where policy doesn’t make sense in practice, we’re always ready to correct or clarify. On reading your article, and Carl’s post on BTA4Bikes.org I reached out to our Airports team to address the policy which lacked the definition needed to accommodate situations ‘outside the norm’ such as customers traveling with folding bikes.

Our bicycle policy has now been updated to reflect that Customers traveling with a folding bikes in a bag that fits within the standard checked bag weights and dimensions (62 inches in overall dimensions and 50 pounds in weight — see our baggage requirements here) will not be charged the Bike fee and will be treated like any checked bag.

Thank you again for helping us keep JetBlue attentive to the needs of our customers.

Not a happy "Jetter." [BTA Blog]
I'm a happy Jetter.
(Photo: Vidiot)

Here's what happened back in August 2006:

After passing through security... [TSA and JetBlue officials] came up to him and asked him to change his shirt as, "people are feeling offended."

Jaer replied, "Why do you want me to take off my t-shirt? Isn't it my constitutional right to express myself in this way?" Inspector Harris said, "people here in the US don't understand these things about constitutional rights."

He added, "You can't wear a t-shirt with Arabic script and come to an airport. It is like wearing a t-shirt that reads "I am a robber" and going to a bank."

When the settlement was announced, JetBlue took pains to make it clear that they're only settling to avoid a protracted legal battle, and that they don't think they did anything wrong, according to this email to the Washington Post:

"JetBlue continues to deny, outright, every critical aspect of Mr. Jarrar's version of events," airline spokeswoman Alison Croyle said in an e-mailed statement. Croyle added, "JetBlue believes diversity adds great strength to our company; diversity among our crewmembers as well as our customers."

Diversity, and silence! And obedience! Lower your heads, cattle passengers of all colors, and submit to the skittish herd!

Anyway, we're happy for Jaer. We're also trying to come up with a good pseudo-terroristy tshirt design so we can try this ourselves.

"JetBlue, TSA Workers Settle in T-Shirt Case" [Washington Post]

RELATED
"JetBlue Makes Passenger Change 'Offensive' Arabic Tshirt"

Austin says:

I have been a loyal customer of JetBlue for years now. Recently when booking flights to for a business trip we didn't know who the 4th person would be so we booked an extra ticket with my name on it. Now we know who is going and we contacted JetBlue to change the name on the ticket. I assumed there would likely be a fee and am not opposed to paying 50 to 100 dollars to change the name on the ticket. But JetBlue is telling us that the name cannot be changed (the flight isn't for 4 weeks from now) and that we would need to cancel the ticket and book a new one. This would cost us 800 dollars. It appears it would actually be easier to just have the 4th person legally change their name so they can fly on the ticket.

As a reader I am curious what are my best options for getting this resolved? How should I best approach JetBlue about this matter.

From what we can tell, the JetBlue policy is pretty clear. According to their website, name changes are not permitted. The only thing you can do is pay a $100 cancellation fee and the remaining amount will be placed into a JetBlue credit good for one year.

We did a little digging and it seems like you've run across an issue that airlines rarely bend on. Here's an article from Christopher Elliott about a woman who was having trouble flying because she'd gotten married, but didn't have time to update her passport.

Apparently, exceptions are made on some airlines, but you probably have to have a pretty good sob story.

Any seasoned travelers out there want to give Austin some advice?

JetBlue, I need a Wheelchair!

Before she even spoke to customer service, a representative handling JetBlue's Twitter account had responded to her, willing to hook her up directly to someone who could help.

It seems that more and more corporations are hooking themselves up with Twitter accounts to address the immediate (and über-public) concerns of the tweeting hive-mind. Has anyone else out there had a run-in with a corporate Twitter account?

Jetblue Twitter Account [Twitter]

"Dear Mr. Soandso," it says, "We haven't seen you in a year and the truth is, we miss you! We really wish you would jet out of town so we can spend some quality time together..."

They then apologized for the "technical error with our database."

How JetBlue has fallen... [Penchuk]
Mr. So and So [One Sided War] (Thanks, G. Y.!)

Jeremy says:

Not exactly sure why you need a free pair of ear buds with your face wash, but what do I know.

We're stumped. Maybe this is where those free headphones from JetBlue went, because they're certainly not on JetBlue anymore.

[Update: Some readers were upset that we used a stock photo with a man's face visible in it, so to help keep the comments on topic, we've replaced it with a more anonymous pic. Just FYI if you read the comments and wonder why people are complaining about the man in the photo.]

"Passenger: JetBlue Attendant Sexually Harassed Me" [WCBSTV.com] (Thanks to Jim!)
(Photo: Getty Images)

Here's the video. One passenger is heard telling a woman and a child to get the hell out of his seating area, and the woman says that he should go to sleep and take a sleeping pill. The man also asks why the woman can't control her child, blah, blah, blah.

Christopher Elliott says JetBlue could have handled this differently, and we have to agree. He's his take on it:

I think JetBlue could have handled this differently. Rather than sending a lengthy, defensive letter to the customer, the airline could have tried to patch things up. It’s obvious that she wasn’t taping the flight deck for nefarious purposes. Arguments between passengers such as the one she taped are pretty common these days.

The crew overreacted and the company overreacted. Its letter to Parver has just reopened old wounds.

Here’s the video that got grandmother detained on JetBlue flight [Elliott]

Most Fee Crazy Airlines:

1. U.S. Airways: Not only does U.S. Airways have the distinction of being the only US airline to charge for water, they were also the first to discontinue free snacks. They've also decided to do away with in-flight entertainment. So what will you think about while you're bored, hungry and thirsty? How about that $15 first checked bag fee, the $25 second checked bag fee, the $5-30$ fee to choose your favorite economy class seat, and the whopping $250 fee you paid to change your ticket. Oh, yeah, and remember when they made everyone crazy by charging a $5 fee to book a ticket... with their own website?
2. United Airlines: United is following U.S. Airways lead with a combination of cutting amenities and introducing fees. They've done away with snacks and are selling "snack boxes." Soon, United will be raising the prices for these items and economy class passengers will be expected to pay $9 for a sandwich. While you're munching on that overpriced nonsense, you can add up the following fees: $15 to check your first bag, $25 for the second bag, and $125 for the third. Then there's the $25 you paid to book your ticket over the phone, the $125 you paid for the privilege of traveling with your pet in the cabin, and of course, the $349 per year that you pay to be able to "stretch out and relax in comfort in seats located at the front of the Economy section,".."if available."
   
3. (tie) Delta Airlines & American Airlines: American was the first airline to charge for the 1st checked bag, and Delta has managed to resist that fee — but Delta's other fees are just so darn expensive that we had to call this one a tie. Ultimately, it costs more to check two bags with Delta than it does with U.S. Airways, United, or American. American currently charges $15 for the first bag, $25 for the second, and from $3-6 for snacks. Delta charges nothing for the first checked bag, but if you're thinking of checking two bags, get ready to pay $50 for the second bag, and $125 for the third bag. Ouch! Delta's snacks are complimentary, but they charge from $1-10 more for certain special items.

Least Fee Crazy Airlines:

1. Southwest Airlines: Southwest is the only major airline that isn't charging a fee to check two bags, and the third checked bag will only cost you $25. There is also no fee to change your ticket. Instead, you'll get a flight credit that is good for one year. They don't charge a fee to book over the phone or in person, and they don't charge a fee for an unaccompanied minor.
   
2. AirTran: AirTran has fees but they're lower than a lot of its competitors. For example, the 2nd checked bag is $10 and the third is $50. The ticket change fee is $75, and unaccompanied minors will only cost you $39, as opposed to $100 on Delta, United, etc. You will pay $6 for an advanced seat assignment and $20 to sit in an exit row.
   
3. JetBlue: JetBlue keeps threatening to go over to the dark side with new charges for things that used to be free (headsets $1, blankets and pillows $7) but they still have some of the more reasonable fees in the industry. There is no charge for the first checked back, and the second bag will cost you $20. Changing your ticket will cost you $100, and expect to pay from $10-20 more for their mini-business class "extra legroom" seats. Snacks and non-alcoholic beverages are plentiful and free, however. Love those blue potato chips.

If you're looking for an easy way to compare fees, check out this excellent PDF from the folks at SmarterTravel.com, Airfarewatchdog.com, and SeatGuru.com.

(Photo: Jenna Belle )

Try to read the first sentence below and not turn "wanded" into a euphemism, we dare ya.

Kates said that although she flies about once a month, the only other time her bra has set off alarms in an airport was while she was being "wanded" in Cedar Rapids, Iowa. When she explained to the security agent that the wand was picking up the metal in her bra, she said, that was the end of the matter and she was allowed to go on her way.

The TSA says they have to check for bombs:

TSA spokesman Nico Melendez said Monday that he wasn't familiar with the incident. But he said in all circumstances, "we have to resolve an alarm."

That's the case for bras, artificial hips or anything with metal that sets off an alarm, he said. "Unfortunately, we can't take a passenger's word for it."

If you're a large-breasted woman, when you reach the TSA checkpoint you might want to yank your bra off and toss it in a tray. Not because TSA is demanding it, but because we'd just love to see that start happening a lot.

"Delayed by her bra, air passenger is indignant" [SFGate] (Thanks to Scott!)
(Photo: Getty)

I am a 56-year-old grandmother who has never had so much as a speeding ticket. But on July 26th, I was taken by armed officers, in handcuffs, off JetBlue flight 195 for refusing to delete a video I had taken of a minor altercation between passengers over a screaming kid.

The flight crew made up a charge of interfering with the crew. My recording proves I did nothing wrong. I never even stood up. I was left with the threat that I will never be able to fly on JetBlue, that I will go on the no-fly list, and have a report written about me filed with the FAA.

Parver has turned the footage over to ABCNews (apparently we should watch for her on Good Morning America) so that ABC's legal team can fight off the pitbulls at JetBlue.

The Kingman Daily Miner also has a description of the incident:

Approximately 30 minutes after the dispute, Parver said she was approached by the flight crew who were asking passengers questions about the altercation. When Parver told them she had recorded the incident, they requested she accompany them to the back of the plane, Parver said.

There she showed the video to three or four crew members, Parver said.

"After viewing the video, they demanded that I delete it," Parver said. "I asked, 'Why?' The head-stewardess went as far as to tell me that I had broken a law by using an electronic item during the flight."

At that time, another flight attendant accused Parver of wanting to put it up on YouTube, a video-sharing Web site.

"I do not even know how to download a video on the Internet," Parver said.

After refusing and returning to her seat, the crew asked Parver to return to the back of the plane again, she said.

"This time they told me that the captain demanded that I delete the video," Parver added.

Parver requested to speak to the captain by telephone to confirm the demand. She was not granted this request.

"If the captain had nicely asked me to delete the video, I don't think I would have disobeyed a pilot," Parver said.

Parver again refused the flight crew's request. At that point, one attendant told Parver that if she disobeyed the captain, federal agents would be involved and she could face criminal penalties.

"This was all a case of bullying," Parver said.

Grandmother arrested after refusing to delete JetBlue fight video [Elliott]
Woman detained by airline over video [Kingman Daily Miner]

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JetBlue to Start Charging for Pillows [NYT] (Photo: Lil Erna)

If your flight is canceled or you're given a wrong connection, the airline might have to put you on another flight for free, even if it's on another airline. Airfarewatchdog blog has put together a handy table to help you tell which airlines follow these procedures, and to what degree. They also have links to the contracts of carriage for the airlines that have them posted online. Handy to check if you're covered before booking, and also good to print out and bring with you to the airport just in case you need to invoke your rights and the airline employee has forgotten their own policies.

Rule 240 Revisited [Airfarewatchdog Blog]

Around 11:45am on Monday I was headed home to San Diego from JFK. As I arrived to the Jetblue terminal I noticed the lines inside were super long, so for the first time I decided it was worth a $3 fee to take advantage of the curbside check in.

Upon checking in, the attendant took my bag and brought it to the other check in station (if I were actually thinking and anymore paranoid I would have watched him weigh the bag). When he returned he told me my bag was overweight and there is a $50 fee for any baggage over 50lbs. Before I could even respond with "are you kidding me?" he told me he could he get it through if I "gave him a big tip". I quickly weighed my options and decided the tip option was clearly the way to go. As soon as I told him to go ahead with that option and handed him all the money I had ($15 tip + $3 fee) he took one look at the cash and asked "this is a big tip right?". He then counted it in front of me and was clearly unstoked with the amount, so I assured him it was all I had. He printed out my boarding pass and I headed to the gate.

As I sat on the flight I felt like A) I had been scammed, and B) it was my own fault. As soon as I got home I weighed the bag and sure enough, 46lbs. The following morning I called Jetblue to file a complaint, and also sent them an email. Their representatives were of course very apologetic and disgusted by the transaction, and promised to look into the situation.

I'd like to get my money back as much as the next guy, but I'm fine with leaving it here. My major issue is that in this day and age where the average traveler is being gouged for everything possible by the airlines, someone else has to take it one step further and take advantage of customers outside of the business bubble.

I wonder how often this happens at every airport? Do I blame the attendant, his employer, or myself?

Desperate times make for desperate measures.

We think everyone deserves a little blame here, but you shouldn't beat yourself up about it. JetBlue has certainly had its share of low-life scamming employees working at JFK. You only lost $15 and now you're sharing your story so that others can avoid this scam, and you reported the scammer to his employer. I'm sure that our readers, and JetBlue itself, appreciate your sleuthing!

And, just for those of you who are from out of town and flying through JFK, don't take anything anyone says at face value when you are in that airport. Stick to the straight and narrow, and if you know Obi Wan Kenobi, ask him if he'd mind picking you up.

(Photo: ellimac )

UPDATE: A former Air Force flight safety officer chimes in with some points to clarify about what our Air Force pilot had to say...

Jon writes:

We were about 20 minutes into the flight when the plane made a very sharp (~30 degree) bank to the right and went nose down. A few seconds after the maneuver began the plane began to shake violently. We eventually leveled off and went back to our original altitude. The pilot came on the PA and said that air traffic had given another plane a route to altitude in our path and that we had gone through it's jetwash. He then stated that basically we got too close. Later in the flight he was announcing our descent and must have hit a pocket of turbulence mid-sentence and we could all hear his voice shaking and he was taken by surprise. After talking to folks on the other side of the airplane (I was in the left side window), they saw the plane and said it was ridiculously close.

I asked my Air Force pilot buddy, Stephen Migala. He was able to explain what probably happened, and how the best way for you to take action is to lobby your reps for more funding for modernizing our current air traffic control system. His response:

The term the pilot used for the jetwash was probably wake turbulence. What your reader experienced is actually quite common, unfortunately.

Envision the skies as you would the U.S. Interstate system, a series of highways that come together around major cities/airports. The amount of traffic dramatically increases the closer you are to these places. Because of noise abatement procedures and what are known as departure and approach corridors (feeder ramps to align you with a runway) there is a very limited way to transition out of these airports and busy airspaces onto these sky highways literally called "jet routes." Consequently there are a lot of planes in a small amount of space. The FAA does its best to secure and divide the spaces into airspace that air traffic controllers regulate. Obviously it is impractical and difficult to control and talk to everyone flying around, especially smaller commuter or single engine prop planes, so procedures are in place to allow them to fly in certain areas without talking to controllers. The thought is that it is their responsibility to see and avoid other aircraft, meanwhile the larger planes in contact with air traffic control share a responsibility for avoidance with most of the impetus resting with the controllers that rely on passive radar signatures and hopefully working radar beacons equipped on all of these planes. It was these very beacons which likely caused the abrupt maneuver. It was what is known in the field as a Resolution Advisory (RA) from a traffic collision avoidance system. (Ref Wikipedia for more info: http://en.wikipedia.org/wiki/TCAS) A computer on board each equipped airplane searches for other signals and beacons, analysis their position and movement relative to itself and if it is projected to or does get close enough it advises the aircrew of an impending threat. It is only in this case of an computer-advised threat that pilots are authorized to deviate from their assigned air traffic control instructions. Because it is so last minute the maneuvers have to be aggressive to avoid a collision. The aforementioned wake turbulence would then likely describe the violent shaking as the maneuvering plane probably passed the air that the threatening plane disturbed as it flew through creating vortises and unstable air that disrupt normal airflow around the wings producing lift and even into the engines for combustion.

I cannot knowledgeably speak to the consequences for controllers. I know it is not good. A repeated amount will have them in trouble and if the offended planes file what is known as a HATR (Hazardous Air Traffic Report) there could be a mini investigation to find out why such a dangerous situation developed. The FAA does track these and there is accountability. Not to try to take away any empowerment from the consumer but there is an inherent problem in allowing people/passengers to report such incidents. The when, where, how, and why would be unknown as would the circumstances resulting in more paperwork and money and no results. Most of the pilots flying around have thousands upon thousands of hours of experience and training and they cannot sometimes avoid it or figure out how it happened. Tracking this down other than through the filed paperwork by experts in the field and through quality assurance at the air traffic control centers is fiscally impractical at the level that these incidents currently occur. I currently know of no system in place to report such events by the flying public. I would however think that it is public domain to know the frequency of such occurrences and I 'm pretty sure there are statistics available about this but it would require a lot of digging.

Not to lessen the trauma of such an incident for the helpless passengers but it is unfortunately an increasing commonality as the US national airspace system designed decades ago struggles to accommodate far more planes and passengers than it ever planned for. These incidents are obviously not a result of the airline but of a series of minor lapses and oversights that occur daily by controllers and even pilots which happen to snowball into an event like this.
One of the best ways to take action is to demand from your representatives more funding and a restructuring of the national airspace system to modernize itself. The FAA has also cut back on controllers and many of them are overworked and underpaid for their unnoticed work in helping millions commute safely everyday, more of a voice and public backing for them would surely be appreciated.

Flying is still by far the safest mode of transportation but being the best doesn't excuse not striving for perfection, especially when lives are at stake. I hope this helps some. While you're at it maybe a few disgruntled comments about the TSA would help too, the complacency generated by the appearance of security and ironically fear mongering is just as great of a danger.

Here's a great post Carey wrote about how to most effectively write a letter to Congress.

(Photo: Getty)

UPDATE: Reader Brian, a former Flight Safety Officer at the Moody Air Force Base, has a few points he wants to clear up about Stephen's response:

Your Air Force friend is looking at this from the Air Force's point of view, not the civilian point of view. I was a Flight Safety Officer in the Air Force at Moody AFB, and have investigated the Hazardous Air Traffic Reports (HATRs) he mentioned. However, civilians do not file that form normally, that HATR is strictly an Air Force Form 651. Civilians normally file the NASA Aviation Reporting System form (http://asrs.arc.nasa.gov/) , and this in most cases will protect the pilot filing the form of any punishment as it is used to improve safety in aviation system. The only time a HATR is filled out by a civilian is when someone calls the base because of an incident (near miss usually) with a military aircraft. Only the Air Force investigates and tracks HATRs. The FAA does not get involved with HATRs unless it directly involves an FAA resource such as a radar, published procedure, FAA-owned navigational aid, or an FAA controller action.

Also, he is only partially correct on the departure and arrival corridors. Some are for noise abatement, but all are for giving aircraft a way to transition to/from the airways. He said "Obviously it is impractical and difficult to control and talk to everyone flying around, especially smaller commuter or single engine prop planes, so procedures are in place to allow them to fly in certain areas without talking to controllers" is incorrect and misleading. Of course small planes can fly around at low altitudes without talking to controllers, but not commuter planes. They have different routes to fly at the lower altitudes, but they still talk to controllers. Also, when the president visits a city, everyone within 30 nautical miles is required to talk to an air traffic controller, or they get a personal airshow from an F-16 until they land.

His quote "most of the impetus resting with the controllers that rely on passive radar signatures and hopefully working radar beacons equipped on all of these planes" is also misleading. If the radar beacons are not working, they are not allowed into airspace above 10,000 feet and will get a very non-efficient route until it is working. ATC radar is actually active in nature by sending out a signal and getting a return. Passive is where a system just listens for information instead of sending out a "request," in this case the radar signal. TCAS is actually a passive system relying on the ATC radar to generate a return from other aircraft's' beacon, and then it is shown on the pilot's display. The rest is correct about TCAS.

"..is unfortunately an increasing commonality as the US national airspace system designed decades ago struggles to accommodate far more planes and passengers than it ever planned for," is not an accurate quote. The National Airspace System can handle the amount of airplanes in it now and more in the future. In fact, the number of cruising altitudes was doubled in 2005, going from 2000 foot separation to 1000 foot separation above 29,000 feet to 41,000 feet. Yet delays were not reduced. The largest problem is the lack of runways built to handle the traffic. The true on ramp and off ramps to the highways in the sky are runways, and until the laws of physics change, only on airplane can land or takeoff on a runway at a time.

As a somewhat recent hire into the field of Air Traffic Control, I appreciate his appreciation of our hard work in the field despite the current relationship with those who are making it harder for us to do our jobs. The FAA didn't exactly cutback on the number of controllers, they just failed to hire replacements in a timely manner in an effort to reduce payroll for the demanding, high stress job that is air traffic control.

Thanks,
Brian

An Open letter to All Airline Customers:

Our country is facing a possible sharp economic downturn because of skyrocketing oil and fuel prices, but by pulling together, we can all do something to help now.

For airlines, ultra-expensive fuel means thousands of lost jobs and severe reductions in air service to both large and small communities. To the broader economy, oil prices mean slower activity and widespread economic pain. This pain can be alleviated, and that is why we are taking the extraordinary step of writing this joint letter to our customers. Since high oil prices are partly a response to normal market forces, the nation needs to focus on increased energy supplies and conservation. However, there is another side to this story because normal market forces are being dangerously amplified by poorly regulated market speculation.

Twenty years ago, 21 percent of oil contracts were purchased by speculators who trade oil on paper with no intention of ever taking delivery. Today, oil speculators purchase 66 percent of all oil futures contracts, and that reflects just the transactions that are known. Speculators buy up large amounts of oil and then sell it to each other again and again. A barrel of oil may trade 20-plus times before it is delivered and used; the price goes up with each trade and consumers pick up the final tab. Some market experts estimate that current prices reflect as much as $30 to $60 per barrel in unnecessary speculative costs.

Over seventy years ago, Congress established regulations to control excessive, largely unchecked market speculation and manipulation. However, over the past two decades, these regulatory limits have been weakened or removed. We believe that restoring and enforcing these limits, along with several other modest measures, will provide more disclosure, transparency and sound market oversight. Together, these reforms will help cool the over-heated oil market and permit the economy to prosper.

The nation needs to pull together to reform the oil markets and solve this growing problem.

We need your help. Get more information and contact Congress by visiting www.StopOilSpeculationNow.com.

They've sent you an EECB... how will you respond?

Airlines: Curb oil speculation [CNN]

She writes:

I don't know if this is something you can help me with over the holiday weekend, but my husband and I are currently experiencing an issue with Jet Blue. In March, my mother in law paid for and I booked two tickets through the JetBlue website (at the total price of 798.00) to fly our two older children ( we have 4, two of whom are old enough to fly alone) to Boston direct from Austin for a two week vacation. The day we booked the tickets, my husband called to verify that A) the unaccompanied minor fee was included in the fare just paid (798.00) and B) the information needed for the drop off and pick up people.

He spoke with a woman named Jackie, who told him the fee WAS included, took the names of the adults and we thought all was well.

I called 20 minutes ago to verify that Jet Blue had all the adults information correct and make sure all was a go for the flight, and Jet Blue proceeded to tell us that the fee WAS not included and still needed to be paid. I handed the phone to my husband, who had verified it was included in the fare months ago, and at this point he escalated the call to the agents supervisor Laura, who completely stonewalled my husband, even after admitting that Jackie had made a mistake in informing us that the fee was included. Since we had been told that the fee was paid, we were not prepared to tell our kids grandmother that she is going to have to shell out another 200.00 for the kids to even get on the plane. (50 per kid, per way) Laura would only give us a first name for her supervisor ( Janet) and would not give us a number to reach her directly, at which point my husband asked how he was supposed to call a company as large as jetblue, as for Janet and get the RIGHT person. Laura simply said, she wasn't authorized to give out any info, so we got nowhere. We weren't even asking for the fee to be waived at that point, just what could be done to rectify the mistake, but Laura told him that only SHE could waive the fee and she wouldn't and she was not going to do anything else to help us. I REALLY hope JetBlue recorded that call. It's not like we can cancel the kids vacation, but he did manage to ask them if this is how they treat all their customers. and that he was sorely disappointed in thier customer service, and he would be sending all his business to another airline. Not that they care.

I just feel entirely swindled and almost like Jet blue pulled some kind of new bait and switch routine on us.

Is there anything we can do at this point, we really don't want to have to pay for Jetblues customer service mistake, especially since we were told the fee was paid in full when the tickets were booked (the site even asked if they would be flying alone when it was booked). I know in the short term we will have to pay it since they leave on saturday, but I will never hear the end of it from my Mother in Law ( :) ) if we don't fight what they did to us.

Catie

Considering that the website asked if the children were traveling alone, and your husband verified that the charge was included, it's not unreasonable for JetBlue to waive the fee.

Don't waste time fighting with frontline customer service representatives. Instead, call JetBlue's headquarters at (718) 709-3026 and ask someone in the CEO's office to help solve your problem.

(Photo: mil8)

Our friend, travel expert Christopher Elliott has opened our eyes this morning with the story of Wendy Watkins. She was scheduled to fly from Oakland to Southern California, but accidentally boarded an nearly identical-looking flight to New York. Her flight was scheduled to leave a 1:00 pm from Gate 9, the New York flight left at 1:00 pm from Gate 9a.

How could this happen? How could JetBlue scan Wendy's boarding pass and not notice that she was on the wrong flight?

From Elliott.org:

I went to what I thought was my gate, and waited for them to call my boarding class. When the line died down I walked up to the ticketing area, gave them my ticket, they ’scanned’ it, and gave me back my half.

I then got on the plane and off we went. About a half hour into the flight I looked down at the landscape and thought it looked a little odd. I took my ticket out and the lady next to me looked at it and said, “That’s not good, this flight it going to New York.”

I couldn’t believe it! How was I able to get on this flight? They took my ticket and supposedly scanned it but still let me on the flight.

I guess where I got confused was the fact that there was a gate 9 and 9a and they were both leaving at 1 p.m. I didn’t even think twice about it. Also, the ladies next to me said that it was weird how they never mentioned that we were taking off to New York, like they usually do. It was a string of unfortunate events.

JetBlue flew her back, but is unwilling to offer additional compensation because it was "human error." Wendy also says the supervisor she spoke to was condescending and rude. Hey JetBlue, can't you do a little bit better? Yes, she made a mistake, but in this case, human error was a two-way street.

“The worst travel experience I’ve ever had” [Elliott]

Meet Christina Elizabeth Szele of Woodside, NY. She was charged with assault and interference with flight attendants after she caused such a disturbance that her flight was diverted to Colorado. According to an FBI agent who witness the event, Szele yelled "obscenities and racial epithets" when a flight attendant tried to keep her from smoking, prompting the flight attendants to restrain her in plastic cuffs... Szele then broke through the cuffs, and commenced punching.

Szele had been drinking and doesn't remember any of it, says the AP.

Woman accused of punching JetBlue flight attendant [Examiner]
(Photo: So Cal Metro )

Price declined as the most frequently reported reason for choosing a carrier in 2008, down to 39 percent of survey respondents.

The fact that consumers claim to value good customer service, but routinely choose to give their business to the carrier with the lowest fare, is usually blamed for the current trend towards higher fees and awful customer service. J.D. Power & Associates concluded that airlines should invest in their employees to improve customer service before its too late...

“Across the airline experience, from check-in, to the flight, to deplaning, passengers are being affected by the ramifications of carriers making staff cutbacks and have expressed that performance and attitudes of airline staff are suffering,” said Sam Thanawalla, director of the global hospitality and travel practice at J.D. Power and Associates. “In this unstable industry environment, it is critical that airlines invest in their employees as a means to enhance the customer experience, as there is a strong connection between employee satisfaction and customer satisfaction. Those airlines that focus on keeping their employees informed and motivated will be better able to change negative consumer sentiment and truly differentiate themselves.”

Can an airline's service get bad enough to make you pay more to avoid a certain airline?

In other news, JetBlue ranked highest overall in their survey for the third straight year.

Overall Satisfaction in the Airline Industry Declines to a Three-Year Low Primarily Due to People Factors, Rather than High Prices [JD Power]
(Photo: whatatravisty )

First phone call was to my mom. Probably the toughest day I've ever faced, ever. Ever, ever, ever! Because moms have a way of putting their sons up on pedestals. I said, "Mom, how are you?" And she goes, "Great. Why are you calling me at ten in the morning?" I just said, "Hey, I just want to tell you, I'm not with Starbucks anymore, but everything is fine."

The three men also talk about the big blunders that happened on their respective watches—Donald says he should have expanded Starbucks internationally faster to offset the plunging U.S. economy, while JetBlue's David Neeleman says it was the infamous, icy Valentine's Day 2007 when passengers sat trapped on tarmacs as thousands of JetBlue flights were canceled.

I think on the PR side, we did it right. I've always learned, if you make a mistake, you admit to it. You explain what happened. And then you explain how it's never going to happen again and what you're doing to make sure it doesn't. It's a very simple formula, I think. But really there were two events: the stranding of people on airplanes, which was absolutely inexcusable. Then there was the lingering on—how it took us three, four days to get all our flights back in the air. We learned our lessons from that.

[Later] a couple of board members came to my office and said, basically, "We want you to step down as CEO and be the chairman and be responsible for strategy." I was flabbergasted. I couldn't believe it. Just the fact that I was flabbergasted - either I'm the biggest idiot on the planet or maybe the process could have been better.

"Lessons of the fall" [Fortune]
(Photo: Getty)

This week, travel guy Christopher Elliott talks about the growing worthlessness of buddy passes—the travel vouchers airline employees get for family members, or unhappy customers sometimes get as a peace offering. For examples, "on American Airlines, it’s often less expensive to buy an advance-purchase ticket than to use a buddy pass, once you factor in all taxes and fees." And Continental will add a $100 to $400 surcharge per buddy pass starting this Monday, rendering the "perk" of a buddy pass entirely moot.

But wait. It gets better.

As a result of current market conditions, CO is no longer in a position to absorb additional fuel costs for the weight of a Buddy Pass rider’s second checked bag. Like non-elite revenue passengers, Buddy Pass riders will be assessed a $25 service charge for their second checked bag. When applicable, excess, overweight, and oversized baggage charges will still apply.

This is sending a clear message to Continental’s employees: Our elite frequent fliers are more important than your friends and family. What a shame.

So the next time some airline apologist points out that Gokhan Mutlu, the JetBlue toilet passenger, was flying on a buddy pass, it’s worth noting that these passes hardly pass for a perk anymore.

"You call that a perk? The truth about airline buddy passes" [Elliott.org]

RELATED
"JetBlue Forces Passenger To Sit On Toilet For Flight"
(Photo: Getty Images)

The passenger, Gokhan Mutlu, was traveling on a buddy pass, and says about 90 minutes in to the 5 1/2 hour flight from New York to San Diego the pilot told him to give up his seat to a flight attendant.

When Mutlu expressed reluctance to go sit in the bathroom, the pilot, who was not named in the lawsuit, told him that "he was the pilot, that this was his plane, under his command that (Mutlu) should be grateful for being on board," the lawsuit said.

When the aircraft hit turbulence and passengers were directed to return to their seats, but "the plaintiff had no seat to return to, sitting on a toilet stool with no seat belts," court papers say.

Sometime later, a male flight attendant knocked on the restroom door and told Mutlu he could return to his original seat, court papers say.

We wonder if this is just a new corporate policy to reduce the attractiveness of buddy passes. To be honest, though, traveling in a plane bathroom—no strangers sitting nearby, your own sink, free to stand or sit the entire time, and the opportunity to spend most of the flight in your underwear—doesn't really sound that bad. It'd be like a very short prison term, and who doesn't want to get away from everything now and then?

"Man Says JetBlue Pilot Forced Him To Sit On Toilet" [CBStv.com] (Thanks to everyone who sent this in!)
(Photo: qmnonic)

Your first checked bag will remain free, but a $20 service fee will be assessed for a second bag starting June 1, 2008.

"We have found that a majority of our customers check only one bag, and with this new policy, customers who check extra bags may continue to do so for a nominal fee designed to offset the extra fuel required to transport the extra bags, which will help us maintain our competitive fares for all our customers," said JetBlue's CEO David Barger.

JetBlue Announces First Quarter Results (Press Release) [JetBlue]
(Photo:meghannmarco)

Starting April 1, the airline will be charging between $10 and $20 for four more inches of legroom in rows 2-5. CEO David Barger says the new roomier seats don't come at the expense of other passengers:

"Lots of Legroom, free TVs, generous snacks and friendly service are all part of the core JetBlue Experience, and these in-flight perks will always be provided at no extra cost to the customer," said Dave Barger, CEO of JetBlue Airways. "Our new value-added legroom product gives customers the option to make their flight even more comfortable and enjoyable with Even More Legroom, but not at the expense of other customers."

We wondered if JetBlue was able to violate the laws of physics so we asked them how it was possible to give more legroom to a few without taking it away from others.

Here's the magic: Rows 1-11 used to have 36" of pitch while the rest of the plane had 34". (The industry average is a knee-torturing 31".) Now rows 2-5 will have 38" and the rest will have 34".

We also asked what would happen if all the regular seats were sold out. Does JetBlue anticipate dealing with a lot of parents upset that they have to pay an extra $10 for legroom for an 8-year-old?

"If "Even More Legroom" seats are the only seats available, and the customers do not request or want an "Even More Legroom" seat, we will not require them to pay the fee," said Alison from JetBlue.

JetBlue Airways Reveals an Option to Exercise Even More Legroom (Press Release) [JetBlue]
(Photo:meghannmarco)

Now it looks like the weather might be something of a repeat from last year, but will the current weather delays turn into the same sort of fiasco as last year? Maybe not.

In fact, we've already received a compliment from a JetBlue passenger who, despite being delayed, was pleased with the way the airline handled it.

Here's her letter:

Yesterday there was quite the snow storm in the NYC area, so of course that was the day I chose to fly home on flight 354 from Burbank into JFK. I was a little nervous about taking Jet Blue given the fiasco this time last year (and the year before), but figured if anything did go down, they would compensate the passengers fairly (unlike my experience with Virgin Atlantic, which required a letter from my attorney to get anything).

They rushed us on to the plane at 1:00 pm in Burbank, telling us that if we were not off the ground by 1:30 pm, we could be indefinitely delayed as a result of the bad weather back east. A little before the cut off time, they said that Air Traffic Control was holding us until at least 2:30, so we could sit tight. A passenger near me called over a flight attendant and asked if we had to stay on the plane. The flight attendant said very nicely that we could leave any time and either hang out in the terminal or re-book the flight. A little later on, though, the captain stated that our bags would not be able to be removed if we did that so the whole plane of people wouldn't get delayed by one person wanting to get off.

We fortunately got off the ground a little after 2:00 pm and only hit a little bit of turbulence along the way. As we prepared to descend into JFK, the captain told us that Air Traffic Control at JFK was making us and 2 planes in front of us circle the area as there were delays at the airport. When we finally landed a little after 11:00 pm (only about an hour late), the flight attendants very nicely allowed all the passengers with connecting flights to rush off the plane (after having them move to the empty seats at the front).

Though it was unfortunate that the flight came in so late and the weather was bad, they handled the situation very nicely, and couldn't have been more accommodating. That being said, I did notice a lot of bundled up people sleeping in the terminal at JFK — I guess they weren't so lucky.

Sadly, the incipient passenger rights movement born after the ice storm is now on life support. The most credible of the passenger rights advocates, Kate Hanni, is expected to say a few words on the one-year anniversary of the storm. But I'm not sure it will be enough.

I covered the troubles of the passenger rights movement in a recent MSNBC column and concluded that unless passengers get behind the movement now, it's over. (Anyone who thinks a handful of "passenger rights" bills in state legislatures won't be killed on the federal level is smoking something very illegal, and I want some.)

There's a lesson not learned. When you have the momentum, make the changes you can now. I think passenger rights advocates spent too much time talking and squandered two seasons of free publicity. Now it's all but too late to do anything.

Happy Valentines Day — here's your ice storm [Christopher Elliott]
(Photo:meghannmarco)

Attention Frequent Flyers: JetBlue Airways Now Offers More Convenience and Flexibility With Refundable Fares [Press Release]
(Photo: crawfishpipe)

The TV will set economy passengers back $6, and will be free for those in First Class. Wi-Fi internet will be free for all passengers.

LiveTV services are already being used on JetBlue's aircraft, and are also available on WestJet, Frontier Airlines Holdings Inc., Virgin Blue and AirTran. Also, Southwest Airlines Co. said earlier this month it would test Internet connectivity on four aircraft this summer.