Stay at home. It makes sense.

I've plugged this over on No Rock, but - sitting here hoping my body clock will adjust to this time zone sometime soon - I think every traveller will enjoy Michael Moran's Sod Abroad, a book that should persuade you never to set foot in overseas again, or at least amuse you on the plane should you fail to follow its advice.

Stay out of the green and into the black if you know what you're doing when you go pack

I'd been meaning to write something about the US preflight screening 'lanes' that are being piloted at some airports - you're invited to join a black, orange or green lane depending on your experience and confidence at having your hand baggage x-rayed, the size of your group and so on. The black lane is for those of us who have our shoes off and laptops out as soon as we've been given our boarding pass - and it's as much about not having less-experienced travellers intimidated by business people getting impatient as they move through more slowly.

As it happens, I've just posted a comment to the TSA blog which sums up my experience, so I'll just recycle, if I may:

Just got back from the US, where I traveled through Salt Lake and Denver, and am a big fan of the new system - the thing that really surprised me was that people were surprisingly self-aware in choosing lanes; prior to the trip I'd assumed that the black lane would attract people who were over-confident about their familiarity with the system, but that wasn't really the case. Indeed, I'd suggest that there are people who could take the black route who aren't - that passengers tend to underestimate rather than overestimate their experience.

Overall, a very positive experience. Thank you!

Airlines in trouble 2: American

American's troubles right now are more of a "oops, we'd better take all these planes out the sky and check they work properly before gravity does it for us" nature. This is the "sorry" they sent round after grounding thousands of flights last week:

As one of our most valued customers, please accept my apology on behalf of American Airlines® to you, your family and your fellow AAdvantage® customers for disrupting so many peoples' lives with the recent flight cancellations related to the inspection of our MD-80 aircraft fleet.

As you can imagine, American's decision to cancel thousands of flights this week was difficult, and it undoubtedly created concern among our best customers – even those who had no travel plans during the period.

If in your travels you were among the many who have been personally affected, I sincerely regret the inconvenience you have experienced. Our employees will continue to work around the clock to accommodate all who still need to reach their desired destinations. We anticipate returning to a full schedule by Monday.

While the media reports have documented the reasons why American took this action and the steps we're taking to re-accommodate and compensate affected customers, I've also attached an explanation of the events for your understanding. It's a bit complex, but at the end of it all, please know this:

First, your safety and the safety of our employees remains our number one priority.

Second, we will learn from this experience, and we will get better.

Finally, we wholeheartedly appreciate your loyalty to American Airlines, and we remain committed to earning your business each and every day.

Respectfully,

Dan Garton
Executive Vice President
Marketing

P.S. You may have already contacted us via AA.com® or by writing directly to Customer Relations. Let me reassure you that we will respond directly to your contact just as quickly as practical.


American Airlines MD-80 Fleet Inspections

Background: : In 2004, American Airlines was the lead airline working with Boeing to develop a Service Bulletin to correct wiring exposure and chafing in the MD-80 auxiliary hydraulic pump wire bundle. The concern was that exposure and chafing could cause fire in the wheel well. An Airworthiness Directive (AD) was issued in September 2006, giving MD-80 operators, including American, 18 months to address this issue. American completed the Service Bulletin in November 2006, followed by adjustments deemed necessary by American's structural engineers to comply with the AD well ahead of a March 2008 deadline.

In recent weeks the Federal Aviation Administration significantly increased its emphasis on monitoring the adherence to Airworthiness Directives that apply to various U.S. airlines. With respect to American Airlines' MD-80 fleet, we had a detailed issue that we believed had to be addressed immediately to remain compliant with the FAA; if found in non-compliance, we would have been instructed to stop flying our airplanes.

What is the specific nature of the issue?
The issue surrounds questions raised by the FAA about the way American implemented the Engineering Change Order (ECO) addressing the MD-80 auxiliary pump wiring Airworthiness Directive (AD). American fixed the item well within the specified AD timeframe. The work being done now centers on a need to change the way in which American complied with the AD regarding such items as the spacing of the ties on the wiring bundles and the direction of the retention clips and lacing cords. We are highly confident that this is not a safety of flight issue because the wire bundle is secure. It is a matter of how the work was done, not whether aircraft were protected from the threat of wire exposure and chafing that could cause fire.

Why ground the entire MD-80 fleet?
It became clear based on the number of questions the FAA raised that there would be a high percentage of aircraft that would not be found to be in full compliance of the Airworthiness Directive. Working with the FAA we were unable to find an alternative solution to regaining compliance – for example, a multi-day period to rectify the issues – so we had no choice but to ground the aircraft. While it has been a major disruption to AA's operation, everyone recognizes the need to ensure that the MD-80 fleet is in complete compliance and is working to restore the MD-80s back to service as quickly as possible.

Who is completing the work and why is it taking longer than the previous MD-80 inspections?
There are three levels of American employees accomplishing the work. American has assigned a team of employees – aviation maintenance technicians, quality assurance inspectors, and engineers – to inspect the aircraft and ensure full technical compliance, as well as to make any additional adjustments. As our aircraft return to service, the FAA is inspecting those aircraft to ensure compliance.

What is the airline doing for customers?
We are doing everything possible to take care of our customers as expeditiously as possible while facing the fact that our resources have been stretched to their limits. We are extremely sorry for the inconvenience and know that this kind of interruption of travel plans is unacceptable. While customers are dislocated we are providing meals, hotels and ground transportation; for those stranded overnight, we will offer vouchers for future travel on American Airlines. Customers who were inconvenienced with overnight stays can go to AA.com where a link will guide them to instructions on how to receive compensation.

What is the company doing to make sure it doesn't happen again?
American plans to contract with an independent third party to review American's compliance processes. This work will help ensure that all procedures strictly adhere to the technical elements of every directive so American can avoid this type of schedule disruption in the future.

Airlines in trouble 1: Frontier

It's not been a good week for airlines, what with a couple giving up together, and Frontier filing Chapter 11.

Oddly, the filing was prompted because their main credit card processing company had started to withhold funds from customers; presumably, with the airline's share price tanking and the selling-off of planes the credit card business was looking to stock up some dollars to refund anyone caught if the airline went down. Yes, of course, the withholding of funds made it more likely the airline would fall out of business in the first place, but I think we've all learned that banks don't quite know what they're doing any more.

This is the "don't panic" letter Frontier have sent to frequent flying customers:

ear EarlyReturns® Member,

As you may know, Frontier Airlines voluntarily filed to reorganize under Chapter 11 of the U.S. Bankruptcy Code. Frontier is committed to delivering exceptional customer service and we intend to continue delivering on that promise with normal operations throughout our reorganization process. Our 6,000 employees look forward to serving you.

Your travel plans are secure - We are operating our existing schedule of flights - today and in the future - honoring tickets and reservations as usual, and making normal refunds and exchanges. You can count on Frontier, along with our codeshare partners, as we connect you through our Denver hub to 66 destinations in the U.S., Canada, Mexico and Costa Rica.

Your EarlyReturns® miles are secure - Our EarlyReturns® program is unaffected, and you can continue to enjoy the program's benefits, including the opportunity to earn and redeem miles on Frontier and AirTran flights. You can also continue to earn miles using the Frontier World MasterCard®, our new Frontier BusinessCard, or through our many other EarlyReturns® partners. All of our other award-winning customer service programs remain in place.

Frontier took this action following an unexpected attempt by our principal credit card processor to substantially increase a "hold-back" of customer receipts, which threatened to severely impact our liquidity. Frontier will now have the time and legal protection necessary to obtain additional financing and enhance our liquidity. We currently have adequate cash on hand to meet our operating needs while we take steps to further strengthen our company. You can learn more about our reorganization by visiting www.frontierairlines.com/restructure.

We are very proud of Frontier's focus on customer service and safety. Our mainline operation has one of the youngest Airbus fleets in North America and offers 24 channels of DIRECTV® service in every seatback along with a comfortable all coach configuration. Our commitment to safety is proven by our maintenance team's receipt of its unprecedented 9th FAA Diamond Award for safety training of 100% of our maintenance employees. We look forward to providing you with great service in the safest environment for years to come.

All of us on the Frontier team of aviation professionals appreciate your loyalty to our airline and the opportunity to serve you. Thank you for choosing Frontier Airlines.
Sincerely,

Sean Menke
President and CEO

We're only a little alarmed to discover that training all of your engineers in safety is considered worth an award.

British Airways not happy with BAA

Today's Observer claims that, while BAA has been making sure that Terminal 5 has lots of expensive shops and Gordon Ramsay cooking pork chops, they've forgotten the airporty bit:

In documents seen by Channel 4's Dispatches programme, BA states: 'Only 34 of the 61 gates in T5 will enjoy pier service when T5 opens ... This is the lowest share of pier-served stands at any terminal at Heathrow. Two to two-and-a-half million BA passengers per annum will not enjoy pier service. That will require, at Heathrow's newest terminal, a coaching operation for BA that will transport more than the entire passenger load of all but a handful of the other airlines at Heathrow.'

BA also attacks the lack of aircraft parking stands, saying: 'On a typical day, BA will have to tow 13 aircraft several miles from one end of Heathrow to the other, then back again, at significant cost to BA. BA is also having to build the parking stands for these aircraft at its own expense of £30m to £35m. No other airline will have to move any aircraft away from the terminal in which it operates.'

BA complains that, because of cost-cutting by BAA, Terminal 5 will not be big enough for all its Heathrow flights. Around 8 per cent of flights will have to depart from Terminal 3, already the most overcrowded terminal at Heathrow, adding significantly to its load.

It's a compelling argument against trusting BAA with anything, much less a third runway.

Going long haul? Don't take bags, says BA

Suggesting ever more strongly that British Airways has ceased to be an airline and turned itself into an experimental theatre group, it's broken its baggage system at Terminal 4 and so has come up with a brilliant solution: if you want to take luggage on the plane, you can't travel:

The following passengers flying from London Heathrow Terminal 4 on Wednesday 20 February should not bring luggage to be checked in.

Longhaul passengers in the following cabins
· World Traveller (economy)
· World Traveller Plus (premier economy)
As well as all transfer passengers

Passengers who do bring baggage to be checked in will not be able to travel.

Now, if you're going longhaul - and have paid for an upgrade to premier economy - you might think you'd like to arrive at your destination with a change of clothes or two. Perhaps some spare shoes. A razor, and maybe nailclippers.

Tough.

Actually, BA does have a separate solution. If you really MUST take suitcases for a trip abroad:

"passengers due to fly from T4 are eligible for a refund, can re-book to a different destination or travel on a later date".

If you're planning a trip home, and have to be back at work in the next couple of days, it seems you're being given a choice of not turning up or dumping your stuff.

Can we stop them being the flag-carrier? It's really embarrassing now, isn't it?

Hotel Review: Chicago Sheraton Gateway Suites

After the shambolic Sheraton Heathrow, the Chicago Airport branch of the same hotel chain was a bit of a faith-restorer.

The shuttle was prompt; the driver friendly. The hotel offers a view across to the city - although this is an airport hotel, you can nip into Chicago proper fairly easily by cab; beware suggestions you should take the shuttle back to the airport and get the train into town - it's cheap, and a great way to see Chicago's guts, but it'll eat a couple of hours out of your day in both directions. If you're hoping to squeeze a day in Chicago out of changing your planes, you'll need a cab in at least one direction.

Clean hotel; friendly staff; a bright, airy feel to the public areas. The rooms are arranged around the edge of an almost-courtyard like atrium, with glass lifts zipping you to your floor and back. There appeared to be ice machines and drinks dispensers on each floor; there was also a really well-stocked little shop, and it's nice to have a little shop.

We didn't stay here long, but I could have happily spent a week.

Hotel Review: Heathrow Sheraton

So, once again I'm falling behind with my hotel reviews.

This is one of two Sheratons for Heathrow; not to be confused with the Skyline Hotel. Perhaps the Skyline is nicer.

To be fair, the hotel isn't wretched, but compared with what other hotels near Heathrow manage - like the Marriott, for example - it falls disappointingly short. The rooms are clean, the bed good. It's the communal areas where things fall down.

There's one kitchen servicing three eating areas, all of which abut each other; each have slightly different menus and there seems a genuine reluctance to allow people to sit in the bar and order from the "cafe" menu, for example. To be honest, nobody would want to sit in the bar anyway - it's dark and noisy and uncomfortable.

You wouldn't really want to sit in the cafe area, either - it calls itself a cafe, but it's just chairs in the recepetion area. It's like sitting in an airport check-in queue, in fact, but since the only other option was the laughably poor and overpriced restaurant proper, that's where we wound up.

I tried to order the only vegetarian dish on the menu; the woman glumly told me I couldn't have it. "We don't do that here. I don't know why it's on the menu."

I see. To be fair, she did tell me there was a different vegetarian pasta available, which I had, and was edible, but the appearance of a non-existent item on the menus, that nobody had even bothered to cross out with a Sharpie, sums up the general feeling of this place: nobody does anything more than they have to. There's no attention to detail; there's no sense of care or pride. That Sheraton allow this to carry on under one of their luxury brands - and charges a luxury price for it - is a blot on their record, I'm afraid.

Calls for consultation... quietly

It's long been a suspicion of those involved in fighting planning decisions that those who would hope for a positive outcome attempt to skew things in their favour by being selective about where they solicit opinions. A public consultation is good, but you don't want all the public chipping in.

In the old days, you could simply put the adverts for the consultation in an obscure part of a little-read newspaper, or post bills in the middle of nowhere. But what in the internet age? How can you show you seek participation, while not overly encouraging that participation?

The government is currently seeking opinions about expansion for Heathrow, to see if the public agrees with conclusions it has already met. There's a website set up to gather responses and - to be fair - there are banner adverts running on other sites calling for everyone to join in.

Here's one. Now, this looks like a fairly standard banner ad - you think you'd click on it, and it would take you to the consultation, right?

Except it doesn't work like that - you have to click right in that little 'click here' lozenge. Now, since most people will be used to clicking anywhere in a banner and being taken to the advertiser's site, chances are many people will have tried to click the advert, rather than the lozenge and - when nothing happens - assume the link is broken and not bother.

Surely the Department For Transport and the groups keen to tarmac over more of the countryside aren't so cynical as to deliberately create an advert which flies in the face of usability standards to reduce participation in the debate, would they?

You can find the Consultation page here.

NASA releases safety data... almost

In perhaps the most grudging of festive season gifts, NASA has made public its data on airline safety in the US. Only it's been fudged and munged to the point of almost being unusable:

NASA administrator, Michael Griffin, said his agency had no plans to do additional work with the material, which he sought to disown in a conference call with reporters.

“It’s hard for me to see any data here that the traveling public would care about or ought to care about,” he said. “But it’s also not for me to prescribe what others may care about. We were asked to release the data and I said that we would, and I’ve done that.”

The agency went to extreme lengths to make the information useless, just stopping short of translating it into Reformed Egyptian and hiding it under a rock in the middle of the woods.