travel troubleshooter
by Christopher Elliott
Posted: 08/01/2010 01:00:00 AM MDT

Risky bookings nearly botched a honeymoon in scenic Costa Rica. A waterfall in the tropical forest near the Arenal Volcano is shown here.Q: About a month ago, I took advantage of a Travelocity e-mail fare alert for a flight from Minneapolis to Costa Rica. The deal seemed too good to be true: $230 round trip on US Airways.

I booked the flight for my September honeymoon and then went to a website and bid on our accommodations, which I also booked.

A few days ago, US Airways notified me that it had dropped a connecting flight to Costa Rica, and that our only option was a full refund.

I checked the ticket prices to Costa Rica and found that they had tripled. I felt like I was a victim of a bait-and- switch.

I called US Airways, which offered to fly us to Costa Rica a day after we were supposed to leave. But it would involve an overnight stay in Charlotte, which the airline was unwilling to pay for.

I understand that airlines have flight schedule changes, but I also feel that it is their choice and that if they choose to do so, they should be responsible for the consequences. Is there anything you can do? — Doug Miller, Shorewood, Minn.

A: US Airways shouldn’t have canceled your flight. But if it did, it should have offered an alternative flight that suited your schedule, rather than leaving you high and dry for the most important vacation of your life.

Did the carrier and its online travel agent, Travelocity, engage in a bait-and-switch? I can see how you would think so. But flight schedules change constantly, and your rights are outlined under US Airways’ contract of carriage, the legal agreement between you and the airline.

Section 8.2 of the contract describes your rights in the event US Airways is unable to accommodate you. Basically, you have the right to a refund, or a flight of the airline’s choosing — but nothing more.

While Travelocity and US Airways did all of this by the book, I can understand why you would be disappointed. I mean, it’s your honeymoon.

About your reservations … you booked a too-good- to-be-true special and bid on your accommodations for your honeymoon. Don’t you think that’s a little risky? I always recommend working with a qualified travel agent who specializes in honeymoons, because you don’t want anything to go wrong on this vacation. This is no time to cut corners.

But let’s take the honeymoonout of the equation, and assume it was a summer vacation. Between US Airways, with its “customer commitment” and Travelocity, with its “guarantee,” I just think this could have been handled better.

A brief, politely written appeal to US Airways would have been my first choice to get this resolved. Phoning the airline probably wasn’t the most effective way to fix this. I’m surprised Travelocity just passed along the airline’s decision without trying to do more, but in the end I think this was a case for US Airways to resolve.

I contacted the airline on your behalf, and it offered you a $75 voucher to cover your hotel bill during your layover in Charlotte.

Christopher Elliott is the ombudsman for National Geographic Traveler magazine. You can read more travel tips on his blog, elliott.org or e-mail him at celliott@ngs.org.

Just one problem: Where the heck was the bed?

My bubble burst when I realized I was experiencing the hotel equivalent of sitting at the kiddie Thanksgiving table. The pull-out sofa was for me.

I called the front desk and naively asked if I could be switched to a “real bed.” The L’Enfant Plaza Hotel bills itself as “among the most popular downtown D.C. hotels for business,” and a “convenient connection to prestigious local companies, government agencies, and the hallowed halls of Congress.”

There was no way they would stick me on a futon.

“You’re not the only one,” the desk clerk said, making the metal bar in my back sound hip and trendy. He offered me a free breakfast. I scoffed and requested dinner instead. They gave me a $50 restaurant credit and I sheepishly admitted to myself that I’ll stomach any indignity for a “free” steak.

The hotel moved me to a real room the next day and all was forgiven. I rationalized that I saved a lot of money by booking through Priceline.com – paying $100 a night compared to the $319 “best available” rate.

But I did wonder: When clerks see “Priceline” next to your reservation, do they earmark you for the room with the leaky faucet?

Following one night of blissful sleep, my last evening was interrupted at 1 a.m. by a constant vibration of the bed and lamps in the room. When unplugging everything didn’t stop the problem, I called the front desk and politely asked if I was in a special room where the bed was supposed to vibrate. The maintenance guy diagnosed the cause as a motor on the roof, which was directly above me. He said there was no way he would sleep in the room.

Packing up everything I owned in the middle of the night wasn’t going to score the L’Enfant any “10s” on their customer satisfaction survey. But I wanted more than emotional retaliation; I wanted a refund for Refugee Night.

No deal, the desk clerk said, again citing Priceline as the reason. There’s “nothing” they can do about prepaid reservations. Official policy, you know.

After the weekend, I called the hotel back and identified myself as a business writer. I asked if a vibrating room at 1 a.m. didn’t qualify for a refund, were there any circumstances that did? I also asked if Priceline guests were given last priority when assigning rooms.

“Unfortunately, we are sometimes forced to do it,” said front office manager Mirtala Vargas. “We are very specific with (Priceline). We don’t guarantee the room type.”

Vargas told me that the Priceline system specifically booked me a “parlor room,” hotel lingo for improvised sleeping quarters when there is 100 percent occupancy.

But Priceline insists it never buys parlor rooms for their “Name Your Own Price” reservations.

“Contractually, what the hotel is required to give you is a room that comfortably accommodates two adults,” Priceline spokesperson Brian Ek said. “We do not consider a parlor room acceptable.”

My request for a refund was retroactively granted. But beyond my malnourished wallet, the bigger picture is that Priceline promises to place you in an alternate hotel if you are ever asked to crash on a couch, sleeping bag, hammock or inflatable mattress.

Priceline pitchman William Shatner wouldn’t tolerate getting kicked out of bed and neither should you.

The Working Stiff column runs every Wednesday. Check out the Stiff blog at www.bostonherald.com/blogs/workingStiff/

Tonya and Chris graduated from First Coast High School in 1994, and although they were each aware of the other during high school, they barely talked.

“She was a mean little thing,” said Chris, now 34, a general contractor for Safety Contractors Inc., a highway construction company.

“And he always dated those dainty little cheerleader type of girls,” said Tonya, now 33 and a paralegal at law firm Morgan & Morgan.

After high school, Chris went to the University of Florida and Tonya got married, moved away and had a baby. Later single, she returned to Jacksonville to restart her life and reconnect with high school friends, including Chris’ older brother (an old friend) and other folks who also happened to know Chris.

One night in 2008, Tonya found herself at Dick’s Wings on the Southside with a girlfriend who called Chris and invited him to join them. Chris and Tonya became fast friends.

“One thing soon led to another, and we started dating,” said Chris. “We tried to keep it secret for a while, because we didn’t know where it would go, but everyone soon found out.”

Chris fell in love with Tonya’s confidence and assertiveness. She’s far different from anyone he’s dated before, he said.

“Basically, she’s a female version of me,” said Chris. “In this relationship, we both wear the pants.”

Tonya and Chris said “I do” April 18 under a stone gazebo at the Beaches Resort in Negril, Jamaica. They opted for a destination wedding because they realized it would cost less than a big wedding at home. Eleven family members, including Tonya’s 15-year-old son, joined them for their beachside ceremony and luau reception.

Their wedding also proved hassle-free because Tonya turned over all the planning duties to Shawnee Doster, who owns All About Honeymoons & Destination Weddings.

“We didn’t have to do anything but tell her the day and the time we wanted to marry,” Tonya said. They didn’t have to pay her, either – her wholesalers took care of that. Shawnee booked everything from airplane tickets to hair appointments at the resort.

Meantime, Tonya says it’s fine to have a spouse who reminds her of her high school days. But really, when she looks at Chris, she sees her future.

“He’s absolutely wonderful,” Tonya said. “He’s more than anyone could have asked for.”

If you or someone you know has an interesting love story that led to the altar recently, e-mail features@jacksonville.com and include a wedding picture.

“Over the past few months we have received serious inquiries from two executives that have left GDS vendors, a barter corporation, an upscale social media website, a network for the military, a media group, a London-based tour operator, a corporate housing business, an insurance housing business, a medical research company, two human resource directors of fortune 500 companies, an immigration law firm and three corporate executives that where tired of the pink slip environment,” Sweeney said.

Among the recently completed transactions by Sweeney’s brokerage is the sale of Plaza Travel of Florida to a Venezuelan travel company. Also recently sold is the Perspective Travel of Warren, NJ, Fugazy Travel of Asheville, NC and Just to Travel in Bridgeport, PA, Sweeney says. This brings the number of done deals to 529 completed transactions since ITA was founded in 1991.

“These buyers are providing our sellers with great exit strategy options,” Sweeney says, noting the resilience of travel agencies. “These buyers need locations and agents that are open to any GDS system. Long term the retail industry has taken a huge hit since the ’70s and ’80s when airlines were paying 10 percent on all tickets and there were 30,000 locations across the U.S. Today there are approximately 10,000 full service headquarters locations.

“The use of travel agents is rebounding nicely as the stranding of thousands because of the European ash situation has really highlighted the value of a solid travel agent,” Sweeney continued. “Priceline’s stock has dropped 100 points in the past month and Airlines Reporting Corporation (ARC) transaction numbers for the last four months of 2010 see agents share up 12 percent. This is the best available indicator of the pulse of the travel industry. I am confident of a sustained economic recovery and believe the ageing of agency owners is a major reason for selling an agency.”

Sweeney’s tips for sellers include using a expert to represent you in selling your business; not limiting your buying pool; keeping the negotiation confidential and having a CPA prepare monthly income statements a year prior to listing in order to have a good, clean offering package for buyers.

Sweeney also urges sellers to keep their emotions in check when selling an agency. “The basic question for owners is if you want to write checks or receive one!” he said.

Visit www.TravelBusinessBroker.com.

Visit www.aahfranchise.com

ALL ABOUT HONEYMOONS is offering the opportunity for Bridal Store Owners a chance to own a franchise at a significantly reduced franchise fee of $5,625. (Normally $7,500)

This is a great opportunity to add Romance Travel to your revenue stream with little or no added cost to your current operations! Visit our website at www.aahfranchise.com for more information or call (800) 813-9557 today and learn how you can get in on an exciting industry with great benefits!

This offer ends on May 31, 2010. Territories are going fast so, call today to see if an franchise opportuntiy is availble.

Funjet Vacations Inducts Local Travel Agency to Exclusive 500 Club Program for 2010

Milwaukee, Wis. March 17, 2010 – Funjet Vacations is pleased and honored to announce the induction of All About Honeymoons as a member of the exclusive Funjet Vacations 500 Club. This elite program established over 30 years ago honors travel agencies who are top supporters and producers of Funjet Vacations.

The Funjet Vacations 500 Club is a program based on relationships, recognition and rewards for travel agents who have had outstanding sales and service achievements in the last year. 500 Club agents have shown an expertise in working with Funjet Vacations and the products offered to consumers and ensure they will have an unforgettable vacation experience.

Funjet Vacations was founded by a travel agent and believes that when a customer goes to a 500 Club agency they will receive exceptional service and expertise during the entire vacation experience. “Travel agents are the experts. They have experienced the destinations and resorts and will give you the best advice under the sun. I would always recommend that customers book their vacation with a travel agent, especially my family and friends,” says Greg Ludwig national sales manager of Funjet Vacations.

“We are pleased to have All About Honeymoons & Destination Weddings in our exclusive 500 Club Program.” said Mike Going, president of Funjet Vacations. “We are committed to travel agents, and want to show our appreciation of their ongoing support.”

All About Honeymoons & Destination Weddings
Romancing the world…one couple at a time!
All About Honeymoons is a full-service travel company that specializes in “romance travel”. When you care to make sure your travel experince is going to meet or exceed all of your travel expectations, go with the industry leader that has more the 100 franchises across North America and a great reputation. All About Honeymoons will ensure all your romance travel dreams come true!

About Funjet Vacations
Funjet Vacations is the flagship brand of the family-owned Mark Travel Corporation, headquartered in Milwaukee. Funjet Vacations is celebrating 36 years of business in 2010 and specializes in providing the customer with “The Best Experience Under the Sun” and a vacation package that meets their needs and is an exceptional value. Funjet Vacations is also “The Travel Agent’s First Choice” by offering unmatched value to the travel agent community through commissions, great rewards and outstanding personalized service. Individual and group Funjet vacations are via nonstop charters and scheduled airlines to hundreds of destinations including Mexico, the Caribbean, Las Vegas, Hawaii, California, Florida and Europe. Travelers can choose from air-inclusive, hotel-only or air-only vacations and add tours, attractions, shows and more to their vacation package for added value and convenience.

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Whether it is an exotic destination or a familiar, favorite place, it has long been a tradition for newlyweds to choose a romantic getaway for their honeymoon. It has been less traditional, however, for couples to have destination weddings, perhaps because destination weddings are often associated with the stigma of great expense. That image, however, is changing, for many good reasons, and, as a result, the number of destination weddings is on the rise. According to recent statistics compiled by About.com, Honeymoons/Romantic Travel, destination weddings, which are generally more lucrative than honeymoons because of the number of attendees, account for $16 billion in annual spending, and honeymoons account for $12 billion in annual spending.
Honeymoons, destination weddings, and another growing market, destination wedding anniversaries, make up the bulk of the romantic travel industry, and this niche industry is experiencing unprecedented growth. According to statistics released by the U.S. Travel Association, approximately 42 million Americans take at least one trip annually to attend a wedding, go on a honeymoon, or take part in a wedding anniversary celebration, and many who take romantic travel-related vacations have varying degrees of expendable income.
So why have these types of romantic travel become so popular? Well, it has everything to do with demographics, cost, and, contrary to what many people might think, a bad economy. There are also two other words that have a direct correlation to the growth of these types of travel: “vacation” and “all-inclusive.”

[Sidebar]
Facts about Romantic Travel
Romantic travel appeals to people from within several demographic groups. According to figures released by the U.S. Travel Association:

• Romance-related travel is most popular among Baby Boomers.
• Forty-one percent of romance travelers are 35 to 54 years of age.
• Sixty-seven percent of romance-related travelers are married.
• Thirty-three percent of romance travelers are members of Generations X and Y, which means that they are between 18 and 34 years of age.
• Thirty-eight percent of romance-related travelers have above-average annual household incomes.
• This past year, romantic travel-related trips were taken by:
• Thirty-five percent of people living in the southern United States.
• Twenty-six percent of people living the Midwestern United States.
• Twenty-four percent of people living in the western United States.
• Fifteen percent of people living in the northeastern United States.
[End of sidebar]

[Sidebar]
Facts about the Wedding Industry
Though marriage is not for everyone, it does appear to be for the vast number of Americans—and, in some cases, more than once. Following are facts and figures about the wedding industry and those who choose to be part of it.

• Eighty-eight percent of Americans celebrate a wedding at least once.
• The median first-time bride is 27 years of age; the median first-time groom is 29 years of age.
• The average number of guests invited to a U.S.-based wedding is 165.
• Every weekend, on average, 44,230 weddings take place.
• Weddings are a $50 billion annual industry.
• Each year approximately 2.4 million weddings are performed in the United States.
• One third of married couples have been previously married.
• The median age for remarriage is 34 years of age for brides and 37 years of age for grooms.

The statistics found in this sidebar are based on a compilation of sources found at About.com, Honeymoons/Romantic Travel: Wedding & Honeymoon Statistics. The information was retrieved October 27, 2009, from http://honeymoons.about.com/cs/eurogen1/a/weddingstats.htm?p=1.
[End of sidebar]

Romantic Travel: A Lucrative Phenomenon
Destination Weddings
According to Greg Strobach, founder, president, and CEO of Denver, Colorado-based All About Honeymoons, when they first visit his office, or one of the offices of his company’s 100 franchises, prospective brides are unaware of the cost difference between a traditional U.S.-held wedding and a destination wedding.
“Part of our job,” says Strobach, “is to educate the bride. Generally,” he explains, “one of the things they do not know is that on average, destination weddings are more reasonable than traditional weddings. As a result of what they are learning,” says Strobach, “over the last five to six years we have seen an increase in destination weddings. Now,” he adds, “I would say that 20 to 30 percent of couples who come to us are having destination weddings.”
Facts tend to bear him out about costs. According to figures compiled by About.com, Honeymoons/Romantic Travel, the cost for an average destination wedding is approximately $21,000 whereas in recent years the price tag for an average traditional American wedding has crept up to $28,000. While the costs involved in a U.S.-based wedding can be many and complicated, the details leading to a destination are more straightforward, especially if they are held at the right place.
“With a traditional U.S.-held wedding,” says Strobach, “the bride and groom will have to work with approximately 13 vendors, and this drives up costs. In contrast,” he continues, “couples who have destination weddings stay at all-inclusive resorts, where all food and beverage costs are included and,” he adds, “at a resort the bride and groom only have to deal with one vendor.”
The savings gained from having a destination wedding, however, do not just benefit the couple. The savings also benefit the couple’s guests who will receive the same package deal that the bride and groom receive, which means that in addition to being wedding guests attendees also have an opportunity to enjoy a reasonably priced vacation, often in an exotic setting.
“Many family members are spread out in different regions of the country,” explains Strobach, “which means they have to travel to get to the wedding. This means that they have to pay for transportation, lodging, food, and a number of other expenses. It can become expensive,” he adds, “especially, if you bring the whole family. If, however, they attend a destination wedding, they get the same package deal as the bride and groom, which means all food and lodging costs are covered and,” he concludes, “that includes tips.”

[Sidebar]
Facts about Destination Weddings
• Sixty percent of destination weddings are paid for by the couple.
• The average destination wedding bride is 33 years of age; the average bride for a traditional U.S.-based wedding is 28 years of age.
• Seventy percent of destination wedding couples are college graduates and the average annual household income is $110,000.
• On average, 48 guests attend a destination wedding.
• Each destination wedding guest pays an average cost of $400 to attend and take part in the event.
• Nine out of ten couples say weather is a key factor in selecting a destination.

The statistics found in this sidebar are based on a compilation of sources found at About.com, Honeymoons/Romantic Travel: Wedding & Honeymoon Statistics. The information was retrieved October 27, 2009, from http://honeymoons.about.com/cs/eurogen1/a/weddingstats.htm?p=1.
[End of sidebar]

Of course, there are reasons for the growing popularity of destination weddings beyond those of lower costs and vacation value. For some couples the choice of having a destination wedding may have to do with how many guests they wish to have witness their special moment.
“It depends on the couple,” says Donna McMillen, owner/president of San Rafael, California-based Travelwizard.com, a company that oversees 166 travel-related websites throughout the United States and Canada. “If it is a large group, they will probably have a domestic wedding,” explains McMillen, who says that one-third of her travel business is honeymoon related, with a growing contingent of destination weddings. “If it is a smaller group,” she counters, “or if they have been married before, they might choose a destination wedding.”
Another important reason for a destination wedding is the time-worn, but true adage, “location, location, location.” While one couple might opt for the fun and excitement of Disney World, another might prefer watching sunsets on the beaches of Waikiki. Some couples, however, like to have weddings in a destination that is exotic, but that is either part of the United States or is close to the United States.
“Many of our wedding couples choose Hawaii and Mexico,” says McMillen. “They choose them, in part, because they are closer to home.”
The wedding location choice, nevertheless, is as varied and individual as are the tastes of the couple getting married.

Honeymoons and Anniversary Celebrations
Though the number of people involved in honeymoon travel is less than that for destination weddings, there are more honeymoons than there are other types of romantic travel. According to statistics released by The Travel Institute, more than two million weddings take place annually, and the vast majority of newlywed couples take a honeymoon.
“Most of our franchises work about five honeymoons and one destination wedding per month,” says Robin Spelman, CFO of All About Honeymoons and a northern Virginia All About Honeymoons franchise owner. “At this point,” he adds, “my franchise works one to two destination weddings and as many as ten honeymoons per month.”

[Sidebar]
Facts about Honeymoons
• Although 37 percent of honeymoon trips are to domestic locations, 63 percent of honeymoons take place in foreign destinations.
• Couples spend an average of $3,700 on their honeymoon, which is three times as much as the average adult spends on a vacation.
• The honeymoon, on average, accounts for 14 percent of a couple’s wedding budget.
• The length of an average honeymoon is eight days.
• Ten percent of newlyweds take cruises for their honeymoon.
• Property choice varies among honeymooners:
• Forty percent will stay at a resort.
• Twenty-seven percent will stay at a large hotel.
• Ten percent will stay at a small hotel.

The figures in this sidebar are based on a compilation of sources found at About.com, Honeymoons/Romantic Travel: Wedding & Honeymoon Statistics. The information was retrieved October 27, 2009, from http://honeymoons.about.com/cs/eurogen1/a/weddingstats.htm?p=1.
[End of sidebar]

Though they are third to destination weddings and honeymoons, comparatively speaking, wedding anniversary celebrations are also growing in number. They, too, can prove to be lucrative.
“If you treat your customers right,” says Spelman, “they will return. Also, they will tell their friends and members of their family about the wedding or honeymoon you planned for them. I am at the point where I have done first, second, and third anniversaries for clients,” he says. “Though some clients want to go back to the same property they went to for their wedding or honeymoon,” he continues, “most want to go back to the same location but at a different property for their anniversary.”
Donna McMillen’s experience concurs with that of Spelman.
“We have a high repeat rate with them,” says McMillen, referring to her honeymoon clients turned wedding anniversary clients. “They usually prefer a different property. Hawaii and Fiji are especially popular,” she adds, “because they consist of so many islands. If the couple went to either destination for their honeymoon,” she concludes, “they can return, but to a different island.”

Conclusion
According to Robin Spelman, the weak economy and the high cost of traditional weddings have given a boost to destination weddings, in particular, to the romantic travel industry, in general.
“More couples are opting for a destination wedding in an exotic and tropical location,” says Spelman. “Many destinations offer all-inclusive packages and incentives to do destination weddings,” he explains, “which are great ways for couples to save even more money. We try to provide them with the most stress-free, romantic experience at the best value,” he explains.
At the same time, good economy or bad economy, there is a sense that the romantic travel industry is, to some extent, immune to the problems that sometimes plague other niche markets within the travel industry.
“Today’s couples, especially the bride,” says Spelman, “want to feel special when they start planning one of the most important events of their lives. Couples have been tying the knot for centuries through good times and bad,” he adds. “In fact,” he concludes, “sometimes when things get bad, the areas that people tend not to scrimp on are weddings and honeymoons.”