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Blacklisted: 4 travel companies people avoid
Spurned and fed up, many travelers start their own ‘no-fly’ lists
 Ben Grefsrud / msnbc.com |
But that list, which has snared everyone from a Marine serving in Iraq to a four-year-old is a topic for another time.
Today I’m talking about a different kind of “no-fly” list: yours.
’Fess up, you’ve got your own blacklist of airlines, hotels, car rental companies and cruise lines you’d do anything to avoid. I know you do because I run the travel industry’s unofficial complaints department, and I get thousands of e-mails each week from angry passengers. Many of these missives end with, “I’ll never do business with your company again!”
So who’s on the list?
US Airways. Most of the complaints I get are about airline service. Delayed and canceled flights, missing baggage, rude flight attendants … the list goes on. Is there one standout? At the moment, it would have to be US Airways. Check out the Transportation Department’s latest numbers. The Tempe, Ariz., airline, underperforms in virtually every category and is the most complained-about carrier.
But hang on. Just a few months ago, US Airways announced a series of what it called “customer service” initiatives designed to “improve reliability and meet customers’ needs.” That included adding airport staff, hiring new customer service agents and being more flexible with some of its policies, particularly for its best customers.
Will it work? Maybe. There’s also this to consider: The airline industry as a whole isn’t scoring well with its customers, with one or two notable exceptions. Major “legacy” carriers such as Northwest Airlines, United Airlines and Delta Air Lines are unlikely to allow US Airways to keep the top spot on the blacklist for very long.
Days Inn. People love to complain about budget hotels, including brands like Days Inn, Econo Lodge and Super 8 Motel. Whenever I get an e-mail about their stay, my first thought is that I’m reading a lost script from the classic TV show “Fawlty Towers.” Then I realize they’re not kidding. It’s difficult to quantify the actual number of complaints about hotels. The federal government doesn’t issue a monthly report card. All I have to go on are my files (which, I admit, is an inexact measure) and what the states — which regulate hotels — have to say.
And Days Inn has kept state governments pretty busy. After 9/11, a Days Inn in New York was penalized for raising room rates by as much as 185 percent in the days following the terrorist attack. And after Hurricane Charlie churned through Florida in 2004, another Days Inn was accused of gouging homeless storm victims. The hotel reportedly paid $70,000 to settle the complaint.
You don’t have to spend a lot of time on sites like Tripadvisor or My3Cents to get an idea of what guests think of many Days Inn hotels. But if you look around, you also see that the hotel chain is hardly alone when it comes to generating complaints. Rich Roberts, a spokesman for Days Inn, says he is unaware of any recent increases in guest gripes, and points out that with 1,862 properties and 150,984 rooms worldwide, his is one of the largest hotel chains in the world, which may account for the volume of letters and calls. “We understand the importance of delivering a positive experience to every guest,” he told me. “Are we perfect? No. But we do our best to avoid repeating mistakes.”
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