Redeeming airline miles: 3 different experiences

Here's another customer service story, this time about redeeming airline miles for flights. I dealt with 3 different airlines, and I had 3 different experiences.

I wanted to redeem miles for flights to Hawaii. My wife and I had miles on both Delta and American, but not enough on either one to cover the entire trip. I figured we could fly Delta one way and America the other, but that didn't work out -- Delta, unlike American and some other airlines, charges you round-trip mileage for a one-way flight. We ended up using American miles for the entire trip, buying enough miles to reach the required number.

What struck me was the different ways in which Delta and American handle customer service. I wanted to ask some questions before booking the flights. Delta's web site provides the ability to submit questions or comments electronically (using a form), while American's web site provides only phone numbers. I much prefer electronic contact over calling, because there's no waiting on hold, miscommunication is less likely, and you have a "paper" trail when you get e-mail responses.

I submitted my questions to Delta via their web site, and they were very quick to respond to the initial request and follow-up e-mail responses. However, I was unable to find award flights that wouldn't require more miles than we had available, so it was time to try American.

Despite the fact that I had to call American on the phone, I was very pleased with the result. The call was answered quickly, and the person I spoke with was very knowledgeable, personable, and helpful. Based on my conversation with her, I decided to buy and transfer miles to make up the difference. She recommended making the reservation right away since there were only a few award seats left, and I could get the miles into the account afterward (within 5 days I think).

The third airline I dealt with was United. I had some United miles that were expiring soon (not nearly enough for the trip), so I wanted to try to redeem them for an inter-island Hawaiian flight. I tried using the United web site to book the flight, but the web site didn't show any award seats available, apparently because the inter-island flights are provided by partner airlines. I contacted United by e-mail via their web site, but they told me I needed to call and speak with someone. I had to call them several times, literally spending hours on the phone in total, but eventually I was able to book the flight using miles.

I was pretty unhappy with the United customer service experience. First, each call was handled by a call center outside of the US, and the agents were not particularly knowledgeable, and some were difficult to understand. Second, I was given conflicting information during each call about how many miles would be required. Finally, I was assured that I would not be charged the usual fee for redeeming award tickets on the phone, because these flights could not be booked online -- I got that confirmation from multiple agents.

Imagine my surprise when I saw a $50 redemption fee on my next credit card statement, even though the electronic receipt when I booked the flights showed no fee (just a few dollars for taxes). The inter-island flight was pretty cheap, so I wouldn't have spent the $50 fee plus miles (and hours on the phone) for that flight. I contacted United via e-mail and asked them to refund the fee, but after going back and forth a few times, they insisted I was misinformed by the agents and refused to refund the fee. They did offer travel vouchers that I will be unable to use before they expire. I contacted my credit card company to dispute the charge, and they sided with me.

Despite the lack of e-mail communication, American was the clear winner in customer service for this experience.

-- Dave

Wait for iPad 2?

I love my iPhone, but I use it almost exclusively as a computer rather than a phone. I'm considering getting an iPad, mainly for the larger screen, but I'm wondering if I should hold out for an iPad 2, rumored to be coming in April.

I have this habit of buying Apple products shortly before they get replaced with a better model (and usually get cheaper too). Case in point:

• A month or so after I bought a 5th generation iPod classic 60 GB, Apple replaced it with an 80 GB model and dropped the price $50.
• About a year later, my wife bought a 5th generation iPod classic 80 GB. Soon afterwards, Apple introduced the 6th generation iPod, with a 160 GB model for the same price as the previous 80 GB model.
• Earlier this year, I ordered a Macbook Pro. The day after I opened the box (I'm not kidding), Apple announced a new model with a better processor, screen, and hard drive. Fortunately, in this case I was able to convince Apple to let me swap for the newer one, even though they don't normally let you do that once you open the box.

Surprisingly, the iPhone 4 didn't come out until almost a year after I got my iPhone 3Gs, so I feel like I did okay there (even through the 3Gs got a lot cheaper). I don't feel a compelling need to upgrade to the iPhone 4, especially given the reception problems people were having.

The one feature of the iPad 2 that I consider worth waiting for is the camera (front and rear), which the current model doesn't have. It's not that expect to make heavy use of the cameras, but I'd like the option of doing so without having to replace the iPad or buy an camera add-on kit. Other features that might be there are a USB connector, lighter weight, and a faster processor.

So, will Santa bring me an iPad or an IOU for an iPad 2? We'll see.

-- Dave

Comcast vs. AT&T U-verse follow-up

It's been a while since I've posted something, and I just wanted to follow up on my Comcast vs. AT&T U-verse postings from last year.

I moved about 8 months ago, and I decided to take that opportunity to switch from Comcast to AT&T U-verse, and I have no regrets. Overall, I'm very happy with my U-verse service, and I'm getting more for my money than I was getting with Comcast. I did have some issues getting my U-verse voice service set up (I transferred my existing phone numbers), but it's been smooth sailing ever since.

-- Dave

iPads on the wall

Okay, so this post isn't about customer service. I just had a thought (which happens once in a while :-), and I wanted to share it.

I don't own an iPad, and I have no immediate plans to get one, even though it is cool. I do have an iPhone, which I love. I haven't thought about getting an iPad because I don't really need something between an iPhone and a "real" computer, which is how I've been thinking about the iPad. Until today.

It occurred to that the iPad could be used in a completely different way than I had been thinking about. Here's what led me down this path: I was upstairs at home, and thought of something to add to the shopping list, which (of course) was downstairs. I knew there was no chance I would remember to add the item to the list once I got downstairs (adult ADD), so I thought it would be a good idea to keep a second shopping list upstairs. Then I got an inspiration: What if the shopping list was on one of my computers, and I could just add to it from different places in the house. I could have the shopping list on an iPad in the kitchen, and add to it from an iPad I keep upstairs. Without considering cost, I could have iPads in every room that I spend time in -- even the bathroom (way better than the "library" I have now).

Of course, I wouldn't do this just to be able to update my shopping list from anywhere in the house. Depending on the room, I might want to check the weather, recipes, read my e-mail, or whatever. But the real value will come with apps to let me do things like manage my shared shopping list, or control lights and appliances throughout my home, or my alarm system, or anything else that makes sense. In certain rooms, I might use the iPads to display photos -- like a digital frame -- when I'm not using them for something else.

My iPhone should be able to play too, so I can interact with my home network of iPads when I'm not home (or even when I am home, but not near one of the iPads).

We've heard about appliances with built-in displays, or smart homes with built-in panels that let you control various things, but those devices are limited in what they can do and where you can put them. The iPads can go anywhere you want them -- all you need is a way to mount them. A mount that would allow you to rotate the iPad and hide an electrical supply would be ideal. You could even do without the electrical supply -- you could just take the iPad off the wall and charge it when you needed to.

Logistics and cost aside, the iPad seems like the perfect kind of device to use in this way, and the apps provide limitless versatility. Of course, TVs will be able to do a lot of this too, but you're not always sitting in front of the TV when you want to do something, and the iPad's virtual keyboard is a lot easier to use than your TV's remote. (It's only a matter of time before someone comes up with an app to turn an iPad into a universal remote.)

This might not be what Apple had in mind, but it seems a much better use of the technology than a laptop or e-reader alternative. I look forward to see how things develop.

-- Dave