airline

A Faster Way to Search Google Flights – Cut and Paste

by RobertKCole on September 15, 2011

Google Flights heralds Google’s formal entry into the travel meta-search arena. Much has been made of the absense of intermediaries such as online travel agencies and meta-search competitors in lieu of direct booking with the airlines. Unquestionably, the game has changed.

Google Flights Releases Air Search Powered by ITA Software

Since the announcement of Google's acquisition of ITA Software, everyone knew it was going to be a game changer

The Fairsearch.org immediately reacted with a blog post asking if partners will be coerced into working with Google, if the new search technology will secure premium placement in search results, or if the content will be intermixed with search results. Valid questions. To which Google will undoubtedly reply with something along the line of “whatever provides the greatest utility to our users and yields the greatest benefits to our partners.”

As with all things Google, democratization of information and disruption of established business practices typically involves a balancing act between users and partners where the scale normally (and appropriately) tips toward the user’s end of the spectrum. Many partners understandably don’t like this and Google Flights will certainly be the poster child of the coming US Senate Subcommittee on Antitrust, Competition Policy and Consumer Rights hearing.

For now, let’s forget about all that – there will be plenty of coverage in the coming weeks on the strategies, symbolism and voodoo surrounding Google’s deeper dive into travel. Much will be conjecture, lots will not be true, and some will be flat-out crazy.

One thing however, is for certain – Google Flight Search changes everything, but in more ways than you might think. It actually enables a very old school approach to searching air fares. continue reading →

Tagged as: airline, Google, innovation, online travel companies, search, technology, travel, travel search

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How to Fly – Avoid Crowds, Airport Security, Bag Fees

by RobertKCole on October 28, 2010

This may not be for everyone, but I challenge you to provide an example of a more exhilarating form of travel.

Most interestingly, the video begins with a quote from someone who was unable to conventionally enjoy the sights and sounds of travel, but who was no stranger to taking risks to live life to its fullest.

“Security is mostly a superstition. It does not exist in nature, nor do the children of men as a whole experience it.

Avoiding danger is no safer in the long run than outright exposure. Life is either a daring adventure, or nothing.”

- Hellen Keller

I believe Ms. Keller revealed the essence of why we travel – it makes life a daring adventure. Not traveling equates to nothing.

By the way, if you think the video starts slowly while the Keller quote is presented, take a closer look and follow the contrail that starts in the top right corner of the frame.

Thought you might appreciate that. I highly recommend full screen viewing.

This approaches the purest form of human flight – void of the pitfalls facing the pitfalls facing the modern commercial aviation industry. No airport security lines, outrageous airline bag fees or annoying fellow passengers.

If you want to fly right, do it yourself.

For some reason, I imagine the global travel industry might be a bit slow on figuring out how to monetize this new form of Adventure Travel.

While there may be no better way to see some of the most scenic and dramatic natural beauty this world has to offer, there are some downsides to travel by wingsuit.

For example, flight interruption insurance is reportedly quite expensive. There may be other challenges, but none immediately come to mind…

In summary, given the hypothetical question, “if you could be any person on earth aside from yourself, who would it be?”

My response just might be Jeb Corliss.

Tagged as: airline, flight, innovation, inspiration, technology, travel, wingsuit

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Mad as Hell About Airline Fees – How Hidden are They?

by RobertKCole on September 26, 2010

A few weeks ago, a coalition of travel and consumer groups took on the airlines, declaring “I’m Mad as Hell About Hidden Airline Fees and I’m Not Gonna Take This Anymore!”

Mad as Hell
Creative Commons License photo credit: Ferdi’s – World

Blind Rage is a bit closer to the sentiment “Mad as Hell Day” should inspire. Perhaps “Confused & Mildly Frustrated Day” would have been better.

It all culminated Thursday, September 23: “Mad as Hell Day.” Considering my Catholic upbringing and familiarity with the 1976 film Network that popularized screaming “I’m Mad as Hell,” I was naturally anticipating disruptive actions of Armageddonal proportions.

Mad as Hell Day commemorated the deadline for public comment on proposed US Department of Transportation consumer protection rules outlined in docket number DOT-OST-2010-0140.

The combination of high rhetoric and selection of a baffling video spokesperson appears to have resulted in a considerable portion of petition signers whose stories oppose the airline fees or baggage policies themselves as opposed to the petition’s request that airlines display ancillary fees on web sites and distribute them through global distribution systems.

To set the record straight, for 30 years, I have been a strong proponent of providing consumers with clear policies and total pricing, upfront in the shopping process, inclusive of all mandatory taxes and fees – not just for airlines, but hotels, car rental, cruises, tours and event tickets. I completely agree that travelers should be able to easily compare product features and pricing.

Unfortunately, coalition founders American Society of Travel Agents, the Business Travel Coalition and the Consumer Travel Alliance, don’t provide sufficient detail regarding when and how these fees should be presented.

It would have been more beneficial if the petition provided specifics like presenting baggage fees prior to payment entry, on booking confirmations, etc. continue reading →

Tagged as: airline, customer relationship management, GDS, online travel companies, security, strategy, technology, travel, travel agency

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Story of Two Deaf & Blind, but Mostly Dumb Airlines

by RobertKCole on July 26, 2010

This post is not about physically challenged people. It deals with two airlines that lack souls.

Deaf, Dumb & Blind
Creative Commons License photo credit: Wolfgang Wildner

The Who's traumatized Tommy became Deaf, Dumb and Blind. Airlines have no right to share that excuse. Remember, Tommy ended with his followers declaring 'We're not gonna take it'

Delta Airlines and US Airways put me through hell last week. The good news was, as an experienced traveler, I knew exactly what to do as the various obstacles arose.

The bad news was, it seemed I was thwarted at every step by the carriers in my endeavor to have an uneventful Silicon Valley business trip. I could not fathom the potential outcome for a typical, or heaven-forbid, inexperienced traveler.

Dementors are Real
If Delta and US Airways were cast as characters in the world of Harry Potter, they would easily be typecast as Dementors.

For the half-dozen people on the planet that have not read the engaging series of books or viewed the movies, author J.K. Rowling has character Remus Lupin explain Dementors in The Prisoner of Azkaban:

Dementors are among the foulest creatures that walk this earth… they drain peace, hope, and happiness out of the air around them… Get too near a Dementor and every good feeling, every happy memory will be sucked out of you.

If it can, the Dementor will feed on you long enough to reduce you to something like itself… soulless and evil. You will be left with nothing but the worst experiences of your life.

That perfectly characterizes my feelings following most of my interactions with Delta and US Airways. continue reading →

Tagged as: airline, customer relationship management, customer service, marketing, social media, strategy, travel

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