Tag: Southwest

It’s Wisconsin

I’m writing tonight from a motel in Mequon, WI – just north of Milwaukee. The story of the day is the trip here.

We left Connecticut on Southwest’s 12:50 PM flight to Chicago’s Midway Airport. Driving to the airport, parking and boarding was no problem. In fact, somehow Helaine has gotten off the TSA’s ‘frisk me every time’ list. We don’t know how.

Thunderstorms were expected this afternoon in Connecticut (and from the radar, it looks like much of the state got hit). That meant building clouds as we flew west and a very bumpy ride.

It didn’t much matter, because no sooner had we left the ground than I had my ‘ox yoke’ on and was snoozing. That lasted nearly 45 minutes, which was when someone right behind us began sneezing.

These weren’t dainty achoos. This was projectile sneezing! Then another nearby voice loudly complained that someone else had spilled a drink on him.

There would be no more sleeping for me.

We were on time into Midway. I know the airport because I’ve seen it so many times from Microsoft’s Flight Simulator. From the air it looks like a square plot with criss crossing runways.

Since it’s the second airport in Chicago, I expected it to be a small facility. Houston’s like that with Hobby versus IAH. I could not have been more wrong. I was very surprised.

While Helaine and Stef went for the bags, I headed to Hertz to fill out the paperwork for our car. Helaine had found an unbelievable deal on Hotwire – better than half off anything else available.

Before I go on, let me mention the obvious. It could have been named Pleasant Experience Rent-a-car. It was not. Though an alternative spelling was used, Hertz pretty much sums up my experience today.

There were two people behind the counter and somewhere between 15 and 20 in line when I arrived just before 2:15 PM! Though two others would be added to the staff, it took a full hour (almost to the minute) before I was served.

The woman behind the counter was nice enough. She slavishly asked each insurance and gasoline question, though she must have known from my answer to question one that I was saying no to everything.

About three quarters of the way through the process, a woman came up behind her and whispered in her ear. Helaine heard the words, “emergency at home.” In a flash she was gone.

Her replacement came out a few minutes later. The first thing we noticed about her was that she didn’t seem to notice us. It was as if we were totally invisible.

She immediately set out to clean her area. She rearranged papers, moved things, lowered the computer keyboard, sanitized the desk. When she finally looked up at us, she said, “Do you think I have a problem?”

I didn’t have the heart to tell her how many paragraphs she’d get. Helaine looked at me and said, “This is going in the blog.”

You betcha!

Our car is a Buick La Cross. You know, it’s not bad. Good going GM. It’s got comfortable large seats and a good size tunk… though without a light (or at least a working light).

We headed north for Milwaukee. Midway is an old airport, shoehorned in by neighborhoods that have grown around it. Traffic was heavy and slow as we moved down busy Cicero toward I-55 South.

The idea was to skirt around Chicago and avoid the traffic. Still, it’s disconcerting to get on the ramp for I-55 toward St. Louis.

We took I-55 to I-294, the Illinois Tollway. Illinois has its own RFID toll system – I-Pass. I don’t have one. I should have thought about that before I got caught in an I-Pass only lane! I’ll let you know when they catch up with me and send the bill.

The traffic was horrendous. We stopped more than once. At other times we were cruising along at 4 or 5 mph.

In case you’ve never been to the Midwest, a little physical description: nondescript. It is much less green than Connecticut. The vegetation is significantly more scrubby. There are probably other locales less physically stirring. I just can’t think of any off hand.

Somewhere in Northern Illinois things lightened up and we started to move nicely. The three of us were happy…then a police car raced by… and another.

North of Milwaukee a tanker truck was on the center divider. A set of wheels was at a 90&#176 angle to the truck and connected to nothing. Good grief – another half hour lost I’ll never get back.

We did finally make it to the hotel and dinner with my folks, sister and brother-in-law.

Honestly, I’m so exhausted right now the story will just have to wait.

Off To Milwaukee

The upstairs hallway at home looks a little like a disaster area. Clothes have been picked, approved and sequestered. I’m hoping they’ll be packed by the time I arrive around midnight.

We’re flying to Milwaukee tomorrow. It’s my niece Jessica’s wedding. Jessie will be the first of her generation (my sister’s three kids plus Steffie) to get married.

My parents flew in today on a bumpy trip, in a smaller jet, over major thunderstorms. To add insult to injury, the bumpy leg followed a long stop in Atlanta and a delayed departure.

I’d like to say tomorrow will be better, but that’s a guarantee I can’t make right now.

We fly to Chicago, rent a car, and drive north. Having all my Southwest tickets would be much better if they flew to Milwaukee. Midway will have to suffice.

I’m bringing the camera. It’s a wedding. Photos are in order.

Actually, we’re bringing plenty of electronics. There will be three cellphones, three laptops and lots of chargers and cables.

The concept of ‘all the comforts of home’ has changed over time.

Southwest Airlines Understands Customer Service

Possibly you remember how in January, Helaine, Steffie and I were scheduled to fly to LA from Hartford for a cruise? Though we left ourselves more than a full day of leeway, a major snowstorm was coming.

I called Southwest, and after some cajoling and pleading, our reservations were changed without charge. I wrote about it when it happened, calling the entry Southwest – May I Kiss You On The Lips?.

I’ll complain when things are bad, so I should compliment when they’re good. I did, by writing a letter to Southwest (as much as I love them, they’re very email un-friendly).

Today, I got my reply from Customer Relations (read it here) and a copy of the note Colleen Barrett, Southwest’s president, sent to the people who helped me (read it here). Do you think that note will help the next folks in my situation?

Damn right it will.

Just as important, the note from Southwest’s Kaye Kelly to me said, “I, of course, did back flips when I read how Patty and Linda were able to “bend the rules” and change your itinerary as you requested.”

Amazing! At Southwest, employees get rewarded for bending the rules to help a customer. This customer couldn’t be more pleased to let you know.

Arrival In Boynton Beach

Is there a tuberculosis sanitarium here in Palm Beach County? I’m asking because of an experience in Tampa last night.

We were standing in line, waiting to board our flight, when the hacker arrived. She was not a Richie Hebner type hacker. This was a woman with a cough loud enough to wake the dead.

When you first hear a cough like this, your reaction is to look up and speak to God. I begged him not to put her in an enclosed aluminum tube with us for an hour.

So much for my pull with God.

We got on and moved about two thirds of the way to the back. She got on and moved farther back. Trajectory was on her side.

As the door to the plane closed, it became apparent she had a partner in crime. Another woman began hacking and coughing. Southwest, now with stereo coughing.

Isn’t this the fear of every airplane traveler? You’re a shut-in with diseased passengers.

So, though we’re thrilled to be here… should Helaine and I come down with something terrible, you read it here first.

Customer Service Redux

Just before we left for vacation, I wrote about the helpful customer service people at Southwest&#185. Friends of mine, frequent fliers, were surprised by this proper treatment.

I’ve got another story to tell. Last night after work, as usual, I sat in front of the TV (Boston Legal, Daily Show, Colbert Report) and played poker online. I’m a crazy multitasking fool.

I did well in my first little $5 tournament, so decided to step up to the $10 version. I played a few minutes and then… nothing.

The pokerstars.com software attempted to contact the mothership, but to no avail. The rest of the Internet was fine. I just couldn’t get to the poker site, where my tournament chips were being blinded off.

There is a diagnostic tool within the Pokerstars directory and I ran it, keeping the log.

When I was, once again, able to hit the site, my tournament was over. My money was gone. I was out $11.

I wrote to Pokerstars, telling them what happened. When I woke this morning, there was an email reply (he used the word “whilst”). No one else was affected, just me. It probably wasn’t their fault. But, because I’m a good customer, they refunded my $11.

After I received the email, I revisited my diagnostic files and found the problem was in a router owned by Comcast. It had put my Pokerstars packets into a loop, going back and forth between two routers, never letting them out!

I re-wrote Pokerstars saying I had found the problem, it wasn’t them, and if they wanted their $11 back – please take it.

Another email reply (and another use of whilst) came quickly to say, it was nice of me to be so forthcoming, but as a good customer, they wanted me happy. The money was mine.

I am.

So, is there something to be learned here? I think there is. Both Southwest and Pokerstars treated me nicely. Neither really spent a lot of money to make me happy. For Southwest there was no incremental cost to move me to an earlier flight. For Pokerstars it was a drop in the bucket compared to what they make from my play (paid out of the losings of my opponents).

In both cases their employees had the ability to bend the rules. I sense that’s not often the case.

My opinion is, allowing your employees to bend the rules to help a customer is good for business. Customers appreciate it and are loyal because of it. Yet most companies seem to avoid anything that lets their employees divert from the ‘script.’

Do they need trust their own employees to do the right thing? How sad is that?

Are they that interested in each short term penny that they totally miss the long term? That would be sad too.

I was once a manager – not a very good one. I’m probably not the right person to question management style and policy. Yet as a consumer, the businesses that please me the most and have me as a loyal customer, are those where I feel my patronage trumps hard and fast policy.

When I look at the legacy airlines, cellphone companies, or other hard pressed businesses pinching every penny to stay alive, I seriously wonder they’re on the right track or just saving themselves right into bankruptcy?

Maybe I’m too innocent to understand big business?

&#185 – I don’t know if they’re all helpful – but these folks were.

Good Morning From Los Angeles

The sun is shining through high, thin clouds, as we begin our day in Los Angeles. The curtains in our hotel room are parted, so we can see plane after plane after plane on final for LAX.

When last I wrote, we were waiting to leave Baltimore. As with our first flight, I had a Southwest “A” boarding pass while Helaine and Stef had “B”s. I got on the plane first to look for three seats together. Usually, I can get close to the front with an “A”, but on this ISP-BWI-LAX-SAC flight, with many Islip passengers already seated, I could get no closer than row 15.

Who cares? A seat is a seat. We got 15 D-E-F. A couple with two small children slid into 15 A-B-C.

He started crying as the gear went up. He cried for much of the flight. As soon as the other babies on board heard him, they too began to cry.

Maybe cry isn’t the right word. They screamed as if being tortured. I can make that analogy because I was being tortured.

BWI to LAX is a long flight in a 737 with no entertainment, no food and really loud babies.

Helaine had bought me “Inside the Richest Poker Game of All Time,” by Michael Craig. I started it as we took off and finished it as the lights of LA showed beneath the plane. It was good, not great.

Much of the flight was fine… until we got to the Rockies. From there until the West Coast it was rough road with the seat belt signs lit.

The ‘best’ didn’t come until we landed.

First, we sat on the runway for 10-15 minutes. They were waiting for the last possible available gate (and found it).

Baggage claim was like a suburb of Hell! I don’t think I’ve ever seen Southwest with a facility like this. There were two baggage carousels and an announcement saying flight numbers would be posted above each. Both monitors were blank.

After a while a voice came on the PA saying the bag would come where the bags would come – honest. Don’t ask us – honest. Just keep looking – honest.

The curb area at LAX was disorganize chaos. Cars, buses and vans were darting in and out. Horns honked. We made our way to the “RED” sign, where hotel courtesy vans stopped.

The hotel was just a few minutes away, and was very nice. Again, we had booked on Hotwire.com and gotten what seemed like a good deal.

This Westin is a step up from last night’s Holiday Inn. There is art work on the wall and a nice desk area. The beds were soft and firm (it is possible to be both). Even with airplanes flying nearby, it was reasonably quiet – somewhat like the sound the volcano makes in your room at the Mirage.

There are barking dogs we’re hearing. It’s possible this industrialized neighborhood is where the animal shelter is located. Most likely they’re working dogs for the TSA, Customs or other governmental agency.

Both Helaine and Steffie say if they ever look the way they look under the bathroom lightning, shoot them.

As soon as we’re all dressed, it’s off to the pier and onto our ship. We are so lucky to be here. So lucky, even with our extra day on the road, it all worked out.

If we would have stuck to our reservations, we’d be in the crying lane right now.

A Day In Baltimore

I am posting this entry from Los Angeles. It was written before we left Baltimore. More on the screaming baby flight from Hell tomorrow.

If we would have stuck to our original reservations, our flight would have gotten to Baltimore 36 minutes after the Los Angeles plane left!

Now the entry:

baggage cart in our holiday inn roomNo need to rush. I’m writing this from Gate B17 at Baltimore – Washington Airport. It’s nearly 5:00 PM Eastern Standard Time. Our flight doesn’t leave until well after 6:00 PM.

Our night at the Holiday Inn – BWI was fine, but I have an admission to make. If you work at that hotel, you probably scrambled around, looking for one of those huge baggage carts on wheels.

It was in our room.

It was a conscious decision. We didn’t want to inconvenience anyone else… and we didn’t want to load and unload. OK, it was a selfish decision. Shoot me.

Helaine's shadow puppetActually, our night at the Holiday Inn was just fine, punctuated by Helaine’s discovery that ‘shadow puppets’ could be projected on the wall. She does the world’s best AFLAC duck. Steffie attempted a worm.

We are currently like a band on the run with a series of one night stands. Hartford yesterday, Baltimore today, Los Angeles tomorrow, our cruise ship in the days beyond that. Each city-to-city move is a series of intertwined coordinated actions. We’re getting pretty good at this.

The same driver who brought us to the hotel last night took us to the airport today. He said he remembered us. Tipping works.

At the terminal’s curb I went and got two luggage carts to move our stuff inside. The Skycaps looked with envy. A potentially big customer was rolling by and they weren’t getting any.

Stef and Helaine pushing baggage carts in the BWI rat mazeWe moved into the rat’s maze that leads to the ticket counter and scanned the agents. Who would we get? Who did we want?

We lose.

It didn’t take more than 15 seconds to see Jnacei&#185 didn’t have the normal Southwest spirit. Maybe she was having a bad day? Maybe she wasn’t feeling well. I would pay.

Our three reservations were considered separate. The bags would have to be split among the three tickets.

One of our bags weight 54.4 pounds. Too much. Unbelievably, Helaine and Stef removed exactly 4.4 pounds. It hit the scale at 50.0.

If it would have been 50.1 pounds, I sense we would have been forced to pull more out! This was not a rule bender we were dealing with.

Signatures were needed to ship our soft sided garment bags. That’s a first.

I’m not saying she did anything wrong – because she probably didn’t. It was just a tooth pulling experience all the way around.

Jnacei did lighten up as our time together was drawing to a close. Or maybe she was just taking pleasure in explaining how far it was to our gate and how much additional time we needed to set aside for that journey.

Did I mention – our flight wasn’t for another four plus hours?

Phillips SeafoodSteffie and Helaine were hungry, so we headed to a ‘real’ restaurant, Phillips Seafood. I must admit, though it cost nearly as much as Steffie bat mitzvah, it was very good.

I had lobster bisque and the premium crab cake as a sandwich. When my food was finished, the girls offered me their leftovers. I’m like Mikey in the cereal commercial. Give it to daddy – he’ll eat anything.

So that brings us to B17. Our flight is on the board as delayed, but Victor at the counter across the hall said it was only delayed by eight minutes. It is coming in from Islip, on Long Island, where it rained all day.

Southwest Hartford flight delayedOur original flight from Hartford is also on the board as delayed. I will watch with interest to see if it is in early enough to allow passengers and baggage to move to the Los Angeles flight.

Blogger’s note. Though there is no Internet access, a few moments ago a little balloon popped up on the bottom of the screen saying a wireless access point had been found. When I tried to connect – no Internet. On further inspection, it was someone else’s computer, “Carolyn.” Luckily for Carolyn, I’m not a hacker.

&#185 – I was going to use her real name, and then I realized she might sue me.

Southwest Airlines – May I Kiss You On The Lips?

I am writing this, sitting on a cold faux marble floor in our bathroom at the Holiday Inn, just outside of Baltimore-Washington Airport. It is 5:00 AM and I can’t sleep. In order not to disturb Helaine and Stef, I have adopted this as my temporary office.

The free wireless access works much better here than in the actual room!

That we are here is some sort of minor miracle. If you fly on airplanes and are used to being treated like fecal material, please read this story, made even better by this email from meteorologist Bob, in Florida.

gon, wst (westerly ri) both went to snow last hour

dad went to snow 5 mins ago.

good thing you left when you did.

The GON he mentions is Groton/New London Airport, arguably Connecticut’s airport most likely to report rain when others are seeing snow! His dad is in North Branford, also less likely to see a quick change to snow.

Yesterday morning, when it looked like we’d be seeing significant snow, sleet and freezing rain, and knowing we had to get to California now or miss our cruise ship, I called Southwest Airlines. The best way to summarize the opening of the conversation is to quote Rick Springfield’s, “Don’t Talk To Strangers.”

“I’m begging you, please”

Though I explained my situation, the agent couldn’t help. Southwest Airlines had policies in place.

I pleaded my case for a few minutes before asking, nicely, if I could speak to a supervisor. I tried everything, including the option of moving us to Islip, a 2:30 hour drive. The supervisor listened to our plight (Linda from Albuquerque. “I’m not the bilingual Linda in Albuquerque.”) but wouldn’t budge.

Finally, she broke down. She understood the fragility of our cruise plans and that Southwest was booked solid, should our flight be canceled. They would move us out of Connecticut Monday night and we could pick up the rest of our itinerary on Tuesday.

Quickly, Helaine went to hotwire.com and found a hotel at Baltimore-Washington Airport. Last minute, Holiday Inn – under $70.

When I told my friend Peter, someone who had racked hundreds of thousands of miles over the years, mostly on United, he said he was amazed. Southwest had done the right thing for me and for Southwest, but he had never heard of it happening before.

Let me add, this is not because I’m “TV-boy” in Connecticut. These operators were in Albuquerque.

Now the real test began – we weren’t packed. Helaine, our ‘packing supervisor’ and all around ‘logistics specialist,’ would have to compress 24 hours of planning into six! And she did.

This was one of those times when Helaine’s incredible organizational acumen took over. She was worried we wouldn’t make it, but she faced the task and moved forward.

There were chores out of the house she needed to do, and things for me to do while she was gone. I made a list. I am not a list maker. I understood today had to be different.

I’m not going to take my usual cheap shot about how much baggage we finally brought. It’s a lot. At this point how could I mind?

We got to Bradley Airport in Hartford to check in. The change of plans left me with a legit ticket, but Helaine and Steffie (both flying non-revenue) with nothing on paper and some cobbled together exceptions that the computer couldn’t handle on its own.

Donna from Torrington was our customer service agent at the ticket counter at Bradley. When she read the notes on her computer she stopped. She said she hadn’t seen anything like this before… and neither had the computer. It refused to issue Helaine a boarding pass (though it had for Steffie, and had hours ago for me).

She called the help desk to get some assistance. The person on the other end also commented on how unusual the remarks with our reservation were.

Because of Helaine and Steffie’s late re-booking, their tickets were marked for extra screening by the TSA. No problem. At this point we were way ahead of the game. Screen on.

So, here we are at the Holiday Inn at BWI. We had a lovely ride on the courtesy van with a bunch of airline employees and four drunk folks from Cleveland, kicked off their flight to sober up!

Our flight from BWI to LAX doesn’t leave until this evening. Based on what I’ve seen of the Northeast’s weather, I wouldn’t be surprised if there were open seats and we made it out of Baltimore a whole lot earlier.

We are not in Los Angeles yet, but we are much closer than mileage alone would imply. And, a huge burden has been lifted from our shoulders.

If we were home right now, hoping to make our scheduled flight, we’d be out-of-luck. No one in bed in Connecticut now will make that Wednesday cruise.

I think I’m going to try to go back to sleep.

I’m On Hold

Weather is a traveler’s enemy. And, when you forecast the weather for a living, you can sometimes see the enemy vividly, even from a distance. That’s the case today, looking at tomorrow.

I’m writing while on hold with Southwest trying to change our tickets.

Here’s the official Weather Service forecast. I normally don’t use the Weather Service, but this is ‘informational purposes only.’ There’s not much they’re saying I don’t agree with.

Tuesday: Periods of snow and sleet. High around 31. Blustery, with a north wind between 20 and 25 mph. Chance of precipitation is 100%. New snow accumulation of 7 to 11 inches possible.

Tuesday Night: Periods of snow possibly mixed with sleet, mainly before 9pm. Low near 26. Blustery, with a north wind between 17 and 22 mph, with gusts as high as 33 mph. Chance of precipitation is 80%.

Our cruise leaves Wednesday. Our reservations to Los Angeles are for tomorrow. Miss the flight, miss the cruise.

It’s likely our plane will be canceled or delayed (and we have to make the last connection of the night in Baltimore). All the flights for Wednesday are already booked solid!

I have just convinced Southwest to let us leave today… sort of. We’ll spend the night in Baltimore and spend tomorrow night in Los Angeles before boarding our ship.

Can’t stay. Must pack – quickly. Will explain later.

What Am I (Not) Thinking

I am writing to you while on my butt at Gate 5 (thanks Northwest) Bradley International Airport. The wireless connection is free, but the only seats near a power outlet are taken.

I wasn’t going to write, but it’s been an eventful ride so far… and the flight is an hour off.

Last night, after I moved my reservations, I printed my boarding pases. Southwest allows you to do that 24 hours in advance. I sat the passes on my desk at work and forgot about them – even when I threw them out with the rest of my trash!

Luckily I remembered before the trash was taken.

Helaine packed the bulk of what we were taking. I packed a computer, camera, cellphone and enough chargers to choke a TSA agent. I event bought a strip plug for all the electronics.

As always I scouted the hallway, taking bags down to the car. I closed the door, Helaine got in and we were off.

A half hour down the road I turned to Helaine to ask if we’d taken everything? Good question when beyond the point of no return. She looked but could see one of the carry ons. Oh sh**.

I got off I-91, pulled into a convenience store parking lot and opened the doors. Helaine got out like the baggage assurance inspector she had become. Yes, everything was here.

On to the airport and the parking lot we use. We unloaded the car into a van and headed off to the terminal. It wasn’t until we’d checked in that I realized

I had left my computer bag, with all the electronics and chargers, in the car.

I called the parking place. Within five minutes their van had arrived with my bag! OK – they deserve a mention for service above and beyond – Thanks Roncari.

And now you’re up-to-date… except for the fact we had to walk by a non-stop for Las Vegas (full) to get to our gate for the first stop in our journey, Baltimore.

More coming from Las Vegas, if I remember everything.

Hey From Nasvhille

I’m bushed. Long day. Saw lots. Will talk about it all… just not right now.

First, a little about the trip. No problem at all getting to the airport. I was early.

As I went through the TSA screening, Tom, the screener recognized me. He gave me the line about being wrong as often as me and still getting paid.

He meant it good naturedly… but he’s the TSA screener. If I would have jabbed back he could have sent me to wherever they do full cavity searches. Tom got a pass from me.

In the terminal there is normally wireless Internet access. I couldn’t find it. I’m guessing it’s my computer, but it doesn’t make any difference. I wanted to check my mail.

I am spoiled, aren’t I?

Having gotten my boarding pass the day before got me into “Group A.” On Southwest, this is a good thing. You board first and pick out your seat. I went for 2D, on the aisle.

It was a good news/bad news seat.

I tried to catch a nap as the plane took off (Hartford – Nashville – Phoenix – Burbank) and slept for a little while, but the woman behind me needed to get up and couldn’t because my seat was back. I never got back to sleep.

I did read the Southwest in-flight magazine. Here’s what I learned in an ad from the Las Vegas Hilton. This is a direct quote from their ad.

Barry Manilow is a registered trademark of Hastings, Clayton and Tucker, Inc.

Uh… shouldn’t Bary Manilow be a registered trademark of Bary Manilow?

I could look into this, but I’m nearly convinced not knowing is more fun than knowing!

Kudos to flight attendant “Duane” (his words – “a thorn among roses”), who seeing I was now awake, came back to my seat to offer me a drink even though he had completed the beverage service.

Southwest, Duane is what you’re all about. I hope you read this.

I said earlier my seat was good and bad. Good because it was so close to the front (I was actually first off the plane), bad because it put me near the screaming kid in 1A!

Obviously, the screaming kid knew how to throw his voice, because it seemed neither of his parents could hear him. God bless Steffie. She was always perfectly behaved in public – even as an infant.

No Credit Where Credit Is Due – Southwest VISA Again

Yesterday I got a call from a woman at Chase Bank. They’re the folks who provide my one and only credit card. She was calling because my complaint to the Comptroller of the Currency hit their doorstep.

She didn’t call to offer a solution or explain what was going on. She just called to say they had gotten the complaint and would respond in 7-14 days.

This is probably a legal requirement. No extra points for customer service here.

My Southwest Airlines Rapid Rewards Visa has been the topic of many posts here, because it has been such a frustrating experience. Here’s a link to my last screed.

Like I said, I got so upset I wrote the Comptroller of the Currency, the federal agency that controls banks with “NA” at the end of their name.

So, yesterday I get their call and tonight… tonight they turn down the credit card again!

What a suspicious purchase. I was buying gas at a gas station I go to three or four times a month. I was using a Mobil Speedpass which is tied to the card.

I called the number on the back of the credit card and listened as an automated voice asked me if I recognized purchases, some going back two months, without giving me the name of the merchant… only the type of store in “credit cardese.”

Among the purchases they queried was Steffie’s Ipod. Whoa! That’s another purchase they turned down and had me call on in June. Good going. It’s the gift that keeps on giving!

And, if there was a question about a June purchase, why not ask me in… June? The fact that I’ve already paid for that purchase without question never entered into their equation.

Oh, the gas station I was at – they had previously declined my card there too!

My account is perfect. My reputation is soiled.

As I walked into the gas station, the clerk addressed me by my first name and then told me they had refused the charge. Will he go home and tell people about Geoff Fox the deadbeat? I hope not, but it’s possible.

What if this would have happened in Birmingham last week?

Earlier this evening I wrote about Southwest Airlines’ policy change for frequent flier miles. I really don’t want to change my airline/credit card allegiance. I know tonight’s problem is 100% the bank and not Southwest. Still, it’s very frustrating.

My sense is, no one at the bank really cares. The sad truth is, in 2005 it’s too expensive to worry about customers on an individual basis. I’m much less of a problem when viewed in the aggregate.

The End Of An Era At Southwest

Helaine and I are big supporters of Southwest Airlines’ frequent flier program, “Rapid Rewards.”

First, we like Southwest. The employees usually seem friendly and helpful The flight crews act as if they enjoy their job. This is uncommon in the airline industry.

Second, it is much easier to get a ticket. Most airlines make you accrue 25,000 ‘miles’… sometimes more in peak season. Southwest charges 18,500 for a free ticket.

Even more important, if there’s a seat on a plane, your voucher for a free flight is good! There are no restrictions other than a few dates (very few).

Now this is changing and I’m not happy.

No Blackout Dates and Seat Restrictions on Award Travel

Beginning February 10, 2006, all Awards issued will have no systemwide blackout dates and will be subject to seat restrictions. Restricting the number of seats for Awards helps us maintain our low-fare leadership and keeps the program lucrative for you.

Please plan ahead when making your flight reservations as certain holiday or peak travel periods will be in high demand and your desired flight may not be available for Award travel.

Here are a few more things you should know

* Awards issued before February 10, 2006 will have no seat restrictions, but are subject to published blackout dates.

* Awards issued on or after February 10, 2006 will have seat restrictions, but no systemwide blackout dates. Members need to be flexible when choosing times and dates to their destinations as certain holiday or peak travel periods will be in high demand and that makes booking Award travel difficult.

* Last-minute Award usage will still be allowed based on seat availability.

* Awards are still valid for 12 months.

* Receiving a Companion Pass still only requires 100 credits within in 12 months.

* Companion travel will still have no seat restrictions or blackout dates

When I read words like, “keeps the program lucrative for you,” I am tempted to count my fingers. This is not being done for me. This is not my choice of what would be.

Southwest didn’t ask – and I assume the reason is they already knew how I, and others, feel.

Here’s the most distasteful part of all of this. When an airline restricts capacity, no one is ever told how restrictive it is. There is no transparency. So, when Southwest says, “no systemwide blackout dates,” the words might be true, but with an incredibly large fudge factor added.

Greetings From California

I’m writing from 30 some odd thousand feet. I have no idea where we are, sitting in the aisle seat with the window shades to my left pulled down.

Stef saw what I wrote and pulled up the shade. We’re over mountains – probably the Rockies… possibly the Bullwinkles&#185.

Our exit from Connecticut was uneventful. Well, nearly uneventful. Over the past few days a low, throaty whir has been coming from somewhere in the rear of the Explorer. I drove it to Steve at the Exxon station. What an ear! Twenty seconds of driving to hear, “Wheel bearing. Left rear wheel. It could last another 50,000 miles.” But, would it last to Bradley Airport and back? “Yes.”

We headed to the airport… heading to the long term lot where we’ve parked for better than 15 years. AAA gives discount coupons, and it’s a really good deal.

When we got there a man with a walkie talkie was standing out front and the entrance was blocked. Full! We’d never seen that before. We went to their self park lot in the back. This would mean a cold car, covered in snow if it snows, on pickup. Life goes on.

I think we’re really close to the quarter ton goal with baggage. We checked 6, rolled 2 as carry ons and had a few random shoulder bags. The driver of the van to the terminal felt it necessary to ask how long we were staying.

I tipped him anyway.

Though the parking lot was full, the Southwest portion on the terminal was empty. Three people were behind the counter and we were the only ones needing help. I had printed pour boarding passes just after midnight, getting us “A” passes which got us on the plane in the first wave. Helaine handed them to the agent and got our baggage tags. Then it was time for me to drag, roll and push them to the TSA agents.

Even with a large load like this it no longer makes sense to use a skycap. There are too many steps, and the bags are yours to push far too soon for his help to be worthwhile.

We moved on to security screening. As we got there a sweet, white haired woman was having her sneakers removed by a rubber gloved officer. I’m not law enforcement savvy, but she didn’t seem like much of a threat to me.

My camera bag got the twice over and, of course, Helaine got the thrice over. I’m not sure what she’s done to upset the powers that be, but she is nearly always singled out for additional scrutiny.

While Helaine’s inspection continued, I noticed a Connecticut State Trooper on a Segway. I think it’s a good idea… but then I saw another trooper on a bike. Even in the terminal, I suspect the bike is faster… and the trooper gets more fit.

The flight from Hartford to Las Vegas was 5:50. That is too long to be in an airplane without entertainment. It was, by far, the noisiest flight I’ve ever been on. Not the plane – the passengers. I guess that’s part and parcel of going to Vegas. You get in that party mood as early as possible.

Our layover in Las Vegas was around an hour. Helaine and Steffie went to Burger King and brought a Whopper back for me. There is free Internet access at McCarren Airport, but my battery was down to a few minutes, so I checked my mail, sent some cryptic responses and ate my burger.

Las Vegas to Burbank is a much easier trip – about an hour gate to gate.

Bob Hope Airport in Burbank is like a throwback to an older time. That’s not to say it’s quaint and pretty, because it isn’t. It’s an airport that’s bursting at the seams. It’s also the first time in years that I deplaned using air stairs! Southwest unloaded the passengers through both the front and rear stairs of the 737.

We chose Burbank because we had heard it was much smaller and easier to get around in than LAX. That was absolutely true. The baggage claim is in a covered, though open air area. Thank heavens the heavy winter rains are over! Aren’t they?

Because we’re bringing enough baggage to stay permanently, should we choose, we rented an SUV. We got a white Chevy Trail Blazer from Alamo. Nice deal. Nice car. It feels bigger and heavier than our Explorer.

The drive to our hotel was uneventful… and now as Helaine and Stef unpack, I’m typing this. I guess I’d better stop and help. More tomorrow from Southern California.

Meanwhile, a little look off our west facing balcony. I believe that’s Santa Monica in the distance.

&#185 – Sorry. Unavoidable.

Let The Packing Begin

There was a time, back in the unenlightened days, when I could throw a few t-shirts and shorts in a bag and go away for a week. I didn’t care what I wore. I packed for only myself.

I’m sure I was less ‘GQ-like’ in my appearance. But, it was a casual time for me and, as I said, I didn’t care.

That was then, this is now.

From Southwest Airlines:

# Baggage Allowance: For each ticketed Customer, Southwest allows three (3) checked pieces with size limitations for each individual piece.

# Excess Baggage: Excess baggage will be charged at the rate of $50.00 for the first (1st) through the ninth (9th) extra bag and $110.00 for each piece checked thereafter.

# Weight and Size Allowance: Maximum weight is 50 pounds and maximum size is 62 inches (length + width + height) per checked piece of luggage. Effective March 1, 2005, overweight items from 51 to 70 pounds will be accepted for a charge of $25.00 per item.

Traveling with Helaine and Stef is an entirely different adventure in packing. Not only do we have to take what is necessary to be stylish – we need options!

I am told the suitcase to the left is by no means full. However, last night, Stef got on the scale in the bathroom to weigh it… and at that time we were 49 pounds into the 50 pound allowance. Of course with three bags per passenger, we can split the load into other suitcases.

Think about it for a second. Three bags per person at 50 pounds per bag, plus any carry ons we take. That about &#188 ton! Maybe I should have waited until after the trip to write that.

I will gladly admit to dressing much better on the road than the jeans and t-shirt days. On the other hand, I am the chief lugger of this luggage and feel each and every pound.

When I kvetch, and I have, Helaine offers me the option of packing myself. That, in a nutshell, is why I’ll tote and carry and be quiet about it… and, I’ll look damned stylish on vacation.