southwest airlines confirmed that starting jan. 28, 2011 ... · southwest .com and swabiz .com when...

n e w s l e t t e rfocus August 2010 Newsletter

Southwest Airlines confirmed that starting Jan. 28, 2011 it will “not allow unused travel funds to be applied toward travel for anyone other than the original passenger.” The move away from permissible name changes would nullify one of Southwest’s selling points and bring the carrier in line with most major competitors.

Last March, when asked about name-change policies, a Southwest spokeswoman told Management.travel, “We do reserve the funds for unused nonrefundable tickets. These funds can be transferred to other accounts.This would be the same for corporate accounts.” But now, according to the spokeswoman, the new rule will be applied “consistently across all customers who seek to re-book unused funds. We expect this decision to affect a relatively small percentage of passengers.”Why is Southwest making the change? According to the official, the newly stated policy has “been in the Contract of Carriage for years, but it became common practice to make exceptions.” Southwest is communicating the change in a note on southwest .com and swabiz .com when customers make bookings; on emailed and faxed itineraries; and on ticket receipts at the airport by including the word “nontransferable.”

“Following our own Contract of Carriage puts us in line with a general practice in the airline industry, which is important when building programs like international codeshare, which need some level of consistency for the customer,” the spokeswoman added. The first reports of the new policy appeared last week on the online fre-quent flyer forum FlyerTalk. It drew numerous responses, ranging in tone from disappointment to hostility.

“This change takes the single most complicated and annoying aspect of being a Southwest customer, re-use of ticketless funds, and makes it even more complicated,” according to one. Wrote another, “All of those last-minute book-it-and-change-your-mind trips are out the window. This is a bad move on [Southwest’s] part. This will absolutely change my current allegiance with [Southwest].”

Some FlyerTalk members also were dismayed by Southwest’s rationale of following the “general practice” in the industry. “It isn’t fun to see one of our favorite mavericks slipping into the mainstream. It’s a sad day when [Southwest] decides that the better practice is to be a follower, rather than a leader,” according to one post. Another wrote that “legacy carriers specialize in lose-lose changes, and I’m very disappointed to see one coming from Southwest.”

Others suggested that the move would cut down on open-market sales of unused Southwest funds through such sites as eBay and Craigslist. At least, according to one post, “it was nice to get six months warning.”

Other major U.S. carriers have said that they either don’t allow name changes, make very few exceptions or don’t publicly discuss such exceptions. JetBlue is the contrarian. Its refundable fares, introduced in 2008, “allow customers to make unlimited reservation changes, including name changes.”

Southwest Airlines confirmed that starting Jan. 28, 2011 any unused travel funds will be applied only toward original passenger

For the first time, we’re getting a glimpse of what Dallas/Fort Worth International Airport will look like for years to come. New high-definition, virtual-reality animations show how the airport plans to convert four 1970s buildings into sleek terminals for the 21st century.

A lot has changed since Terminals A, B, C and E opened in the early 1970s. Since then, the “groovy” wallpaper has gone by the wayside, and the brightly colored Braniff jets have disappeared into the past. But the airports’ workhorse terminals still look dated when compared to the shining Terminal D that opened in 2004.

One week after North Texas hosts the Super Bowl in February, the airport will kick off a $2 billion renovation of terminals A, B, C and E. Animations created for the airport’s board show a new look with glass panels that allow passengers to see through from the front doors all the way to the planes parked at the gates. Ticket counters will have more space for passengers and for self check-in machines -- machines that didn’t exist when they opened the doors more than 35 years ago.

The security checkpoints will be turned at a 90-degree angle from their current layout so that passenger lines will no longer block the walkways restaurants inside the gate area will be grouped together in pods. “It creates more ability for passengers to see all the choices they have and to get those things quickly,” said airport spokesman David Magana.

The goal, airport officials say, is to create a look that’s more consistent with Terminal D.“Could they make it look like that? That would be really nice,” said Jaime Smith, a traveler who said she loves the shops and restaurants at Terminal D.

The floors and other finishes in the renovated buildings will have a similar look to Terminal D, as will the signs and colors throughout. The tile floors in the old terminals were installed before there was much rolling luggage, so bags now click-clack over the floors as they roll along. New smooth terrazzo will make dragging the bag a much quieter experience.

Behind the scenes, all of the plumbing and air conditioning will get replaced as the airport aims for a “greener” future.

New DFW Airport Revealed

INfocusfocusAugust 2010 Newsletter

But the same cannot be said for the ride to and from the airport. Plans to link the terminals with a DART rail line are on hold because of the agency’s budget troubles.

Passengers waiting to pick up family members may be disappointed to see that there won’t be any new restaurants outside of security near the ticket counters. The airport said its studies have shown there just isn’t enough business on that side of the terminal to make it work. The renovation, funded by $2 million in bonds, is expected to take six years to complete. The airport plans to increase parking fees by a dollar or two and work to boost concession sales to pay off the debt.

Continued New DFW Airport Revealed


DHS Traveler Redress Inquiry Program (DHS TRIP)

The Redress ProcessThe Department of Homeland Security’s Travel Redress Inquiry Program (DHS TRIP) is a single point of con-tact for individuals who have inquiries or seek resolution regarding difficulties they experienced during their travel screening at transportation hubs--like airports and train stations--or while crossing U.S. borders. These could include:• denied or delayed airline boarding• denied or delayed entry into and exit from the U.S. at a port of entry or border checkpoint• continuously referred to additional (secondary) screening

Why DHS TRIP?DHS TRIP is a central gateway to address• watch list misidentification issues• situations where travelers believe they have faced screening problems at ports of entry• situations where travelers believe they have been unfairly or incorrectly delayed, denied boarding or identified for additional screening at our nation’s transportation hubs DHS TRIP is part of an effort by the State

Department and Homeland Security to welcome legitimate travelers while still securing our country from those who want to do us harm.

Who is DHS TRIP for?People who have been repeatedly identified for additional screening can file an inquiry to have erroneous information corrected in DHS systems.

How does DHS TRIP work?For those who encounter misidentification, Secure Flight will help prevent watch list name confusion by using DHS TRIP, the central processing point for redress inquiries. Requests re-ceived online will be routed for redress to the appropriate DHS components. Components will review the request and reach a determination about a traveler’s status. Secure Flight will use


Airport security speedup program to relaunchClear program, which abruptly shut down last year, expected by fall

The Clear program, which allowed members to breeze through airport security before it abruptly shut down last year, is expected to be up and running again by the fall. The company was taken over by Alclear LLC, whose board includes Michael Chertoff, former Secretary of the U.S. Department of Homeland Security. Al-clear bought Clear’s former owner, Verified Identity Pass, which filed for bankruptcy.

When the program shut down in June, there was a lot of concern among members because of the sensitive personal data they volunteered in exchange for quick passage through security gates. Although the former owner, Verified Identity Pass, was private, Clear had to report personal information to the Transportation Se-curity Administration.

The data is currently stored by a large unnamed security company. Former Clear customers will soon be sent a notice, asking if they want their personal data transferred to Alclear. If not, the data will be destroyed.To join, passengers must be fingerprinted and have their irises scanned for positive identification, plus turn over information including Social Security numbers that the company shares with the TSA. In return, they get access to shorter security lines at about 20 airports across the country.

Alclear said in a statement Tuesday that the subscription terms of nearly 160,000 previous members will be

Continued DHS Traveler Redress Inquiry Program (DHS TRIP)the results of the redress process in its watch list matching process to help prevent future delays for misidenti-fied passengers.

Is my information secure?

TSA takes the security of personal information very seriously. The personal information TSA collects is pro-tected by the highest set of security protocol standards established by the federal government.TSA regularly assesses and updates our cyber security protocols and programs to ensure the protection of both public and private data sources. Passengers seeking redress should feel confident that their personal data will be protected and used only for its intended purpose.

Virgin America will serve Orlando International Airport with one daily nonstop flight from both Los Ange-les International Airport and San Francisco International Airport beginning Oct. 6.

Due to a delay in its leased air-craft deliveries, Virgin America had previously postponed its sales and original start of service to Orlando. Flights were originally slated to be-gin Aug. 19, said a news release.“We’re pleased to open sales for [Orlando International Airport] today and to bring our low-fare, award-winning service to Orlando,” said Diana Walke, vice president of planning and sales at Virgin Ameri-ca, in a prepared statement.

Ticket sales began July 20 at Virgin America. Connecting flights will also be available to Orlando from Seattle-Tacoma International Airport.

Virgin America expects to grow its fleet by two-thirds by the end of 2011. It has created 1,600 new jobs since its 2007 launch and intends to double its teammate base over the next three years.San Francisco-based Virgin America flies to Orlando, San Francisco, Los Angeles, New York, Washington D.C., Seattle, Las Vegas, San Diego, Boston, Fort Lauderdale and Toronto. It is a U.S.-controlled, owned and operated airline and an entirely separate company from Virgin Atlantic. Sir Richard Branson’s Virgin Group is a minority share investor in Virgin America.

honored. Enrollment for new members will start this summer. It did not say how many airports will have the new version of the service.

A Clear membership will cost $179 for unlimited use.Clear grew out of the Transportation Security Administration’s Registered Trav-eler program. It was founded in 2003 by Steven Brill, the businessman behind media ventures such as court and American Lawyer magazine. Brill left the com-pany in February when a group of investors took control of the company.

http://www.flyclear.com/


Continued Airport security speedup program to relaunchClear program, which abruptly shut down last year, expected by fall

Virgin America adds new Orlando flight

Virgin Galactic’s space tourism rocket SpaceShipTwo may fly free in its first glide test later this year, a company official said Friday.

The six-passenger spaceship has been carried aloft three times attached to the wing of its special jet-powered mothership, including a July 15 flight with two pilots aboard for the first time.

That flight, conducted by spaceship-builder Scaled Composites LLC over California’s Mojave Desert, allowed the crew to evaluate all systems and functions in the air, said Stephen Attenborough, an executive with Sir Richard Branson’s Virgin Galactic in London.

“Scaled are now evaluating the data from this recent captive-carry flight before we know when the first SS2 independent glide flight will be but there’s a reasonable possibility that we could see it happen in the Fall,” Attenborough said in an e-mail to The Associated Press.

Virgin Galactic also released the first photographs of SpaceShipTwo with its wings and tail structures in the “feathered” position, a unique and critically important element of the system created by legendary aviation designer Burt Rutan.

SpaceShipTwo will be carried by the mothership to an altitude of up to 50,000 feet, then released before its rocket engine ignites for a high-speed ascent into space, where passengers will experience a few minutes of weightlessness.

The spaceship’s twin tails and portions of the wings will then rotate about 65 degrees upward to create high drag, slowing re-entry into the atmosphere and preventing a buildup of heat on the ship’s skin.At an altitude of about 70,000 feet, the tails will rotate back down to a conventional aircraft configuration for the glide back to a runway landing.

The photographs were taken as SpaceShipTwo was being prepared for its third captive-carry flight.“Nobody’s ever seen SpaceShipTwo with the wings feathered before,” Attenborough said in a brief phone

interview. “It’s another sign of progress and quite an interesting view of the spaceship.” The mothership, a four-engine jet dubbed WhiteKnightTwo, carries the spaceship on the center of its wing between two fuselages.

The aircraft has made 33 flights and its testing is “substantially complete,” Attenborough said. Attenborough said that although both companies were pleased with the flight tests, “no corners will be cut in order to achieve arbitrary deadlines.”

Virgin Galactic has said the test program is expected to run through next year before commercial operations begin. Some 300 clients have paid for a $200,000 ticket or placed a deposit, according to the company.


SpaceShipTwo may make 1st glide test this year

Concur announced July 22, 2010 that it now is enabling booking tool clients to shop and book Amtrak though an integrated air-rail display, taking advantage of a direct connection to the railway provider’s reservations system. Concur follows NuTravel Technology Solutions and Rearden Commerce in offering Amtrak rail content through direct connect technology.

“The direct connection between Amtrak’s reservations system and the Concur Connect program will not only provide easier access for Amtrak passengers booking rail travel, it will also provide a side-by-side comparison of a client’s rail and air travel options,” said Amtrak senior director of travel industry sales Craig White, noting that com-paring rail with air options is partic-ularly attractive to corporate clients on the Northwest Corridor.

With this new direct connection to Amtrak’s reservations system, Concur clients can book point-to-point or multi-segment trips, cancel or put reservations on hold and complete payment and ticketing through the booking tool.

Concur joins NuTravel, which last year launched an Amtrak direct connection to the NuTravel CTS corporate self-booking tool via an application programming interface, and Rearden, which Amtrak said accesses its direct connect through a third party.


Concur Providing Amtrak Access to Booking Tool Users


Ritz-Carlton plans 2012 opening for Reserve resort on Puerto Rico

Ritz-Carlton plans to open the Ritz-Carlton Reserve Dorado Beach Resort & Spa on Puerto Rico’s north coast in ovember 2012.

The 130-room resort will be the centerpiece of a 1,400-acre, $1.2 billion project set on the grounds of the former Dorado Beach property first developed by Laurance Rockefeller in the 1950s.

The first Ritz-Carlton Reserve resort, Phulay Bay, opened in southern Thailand in December 2009.

Hertz raises car rental ratesHertz Global Holdings increased car rental rates at U.S. airport locations for the Hertz and Advantage brands.

Effective Thursday, July 15th the company raised rates by $5 per day and $30 per week. Negotiated contract rates are not affected by the hike.

The increase moves rates closer to last summer’s levels, said Hertz CEO Mark Frissora. He also said it is “imperative that we implement a modest price increase to help overcome rising costs of doing business.”

American Airlines released the first version of its application for iPhone and iPod Touch, offering customers a new way to stay connected with the airline while they are traveling. The new iPhone application allows American to provide the most relevant day-of-travel information. The application knows and displays who the customer is and where they are going – from where they are departing and what gate, to where they will sit, and where they are on the standby list, once they are logged in.

With the new applications, customers are able to enter log in and password only once, allowing the application to push upcoming flight details to the home screen automatically, set a parking reminder, monitor the standby list, track elite status progress, view personal flight details, receive gate, seat and flight status information at a glance, access Mobile Boarding Pass, use GPS to locate the nearest airport served by America, view terminal maps and play Sudoku.

The app also provides access to a variety of other tools that help customers manage, plan and further enjoy each trip on American Airlines like to book and

check-in for flights, create flight status notifications and check flight status and schedules. The new iPhone application will be introduced in several phases as the airline continues to develop the capabilities of the tool, including an iPad-specific version in the coming weeks. The application can be downloaded for free at www.aa.com/appstore.


American Airlines Launches iPhone App

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