The Travel Adviser: The Golden Turkey Awards - Part II

From Russia and Xanadu... to Mofaz and you!

By MARK FELDMAN
xanadu 88 (photo credit: )
xanadu 88
(photo credit: )
In my last column, I started giving out the first annual "Golden Turkey Awards" for the worst performances, trends and decision-making across the travel industry. Dozens of readers replied, several asking if I wasn't concerned about some backlash from my colleagues due to my less than flattering comments. I long ago realized that self-preservation in my field was not high on my agenda… Calling out greed and stupidity was far more satisfying. So with that caveat noted, here is the conclusion of my "Golden Turkey Awards." • Northwest Airlines - Established over 80 years ago, the airline recently acquiesced to be purchased by Delta Airlines, a company that only last year ended bankruptcy proceedings of its own, and has over $6 billion in losses in recent years. • Open Skies - This concept, that any airline can fly between any two cities, has been flouted for the last year by governments all over the world. The problem is that nobody ever bothered to check the economic value of such a system and more often than not, it's the consumer who is left holding the bag. • Prices - No longer content with advertising an airfare, many airlines have adopted a bait and switch concept. They advertise a low price, than tack on fuel surcharges, airport taxes, meal requests and seat preferences, leaving the client feeling misled and frustrated. As often noted, consumer legislation should force airlines to publish complete fares without all these hidden "extras." Quality control is a set of procedures intended to ensure that a performed service adheres to a defined set of quality criteria and meets the requirements of the client. I am unable to fathom why airlines and hotels believe this is a foreign concept. And if they do use quality control measures, why don't they act on the findings? • Russia - This booming country's new found finances have led to the assiduous wooing of Russian tourists from Turkey to Israel. If only its government would focus less on the conquest of other countries and more on regulating its airline industry, then travel professionals would promote Russian airlines. • Seats - Airlines spend large sums of money upgrading their seats, making them contort into all different positions. They send me videos of their latest product, insisting that their seat is now the best. Problem is they stuff so many seats into the aircraft that far too often, I picture a can of sardines when visualizing a full plane. While trying to maximize revenue can be supported and understood, causing real physical discomfort should be avoided. Flying does not need to resemble taking a crowded bus during rush-hour. • Transportation Ministry - Shaul Mofaz, the latest to hold this Israeli cabinet post, has been focusing more on gaining his party's leadership than forcing the ministry to do its job. Vetting the safety of the airline industry and Ben-Gurion Airport is a main component of its existence. The revolving door in this ministry has left all of us exposed to unsafe practices in the air and on the ground. • Visas - Let's speak in particular about visas to the United States. While many Europeans are exempt from requesting a visa in advance, Israeli passport holders are forced to wade through an ineffective web site, pay an astronomical fee, wait an inordinate time to set up an interview, and then prove to a consul official that they are returning to Israel. No other country forces potential visitors to go through such a humiliating process. Not dismissing the need to check potential visitors, the US could learn how other countries screen tourists to remove security risks. • Weather - Where is it written that weather-related delays are not the prerogative of the airlines? While they may not be responsible for the weather, the fact that they leave passenger stranded without offering assistance has never been explained to me. Too many of us have heard stories of people being forced to fend for themselves when weather delays have left them without their scheduled flight. Doesn't the purchase of a ticket imply a contract between the consumer and the airline? • Xanadu - This latest island resort is being aggressively marketed by the travel wholesaler as "the place to go" for the jaded traveler. As with many other vacation hot spots, trying to distinguish reality from fiction will only leave you disappointed. Trust your instincts, not some flashy promotion. • You - As Time magazine decided several years ago, "you" dear readers are also a recipient of a Golden Turkey Award. You accept shoddy service, unfair pricing and questionable business practices. Instead of voting with your feet, too often you make your travel choices based on the lowest common denominator: price. Even after an airline has shafted you, if the fare is low enough, you'll go another round. Wise up, traveler! Mark Feldman is the CEO of Ziontours, Jerusalem. For questions and comments email him at mark.feldman@ziontours.co.il