AOL Travel News

AOL Mystery Flyer: United Airlines, International

AOL Mystery Flyer — 2010-08-16T16:47:00+00:00

The AOL Mystery Flyer returns to the skies to put another airline to the test.

Last time I flew United on a domestic flight as the AOL Mystery Flyer, the experience could have been friendlier (read my last United report card and you'll know what I mean). So I was curious to see how the experience would differ when flying United on a longhaul flight from Frankfurt am Main Airport to Washington Dulles International Airport, a journey of eight hours and 40 minutes.

I booked my flight using miles, and was thrilled to see that United allows one-way rewards on international flights (American Airlines also offer one-way international rewards). My taxes came to around $55, and I had to use 27,500 miles -- it seemed like a very fair deal for getting back to the US from Europe at the height of the busy summer travel season.

Checking in
Frankfurt Airport, Europe's third busiest, is a happening place any time of year. Factor in the summer travel season, and I was prepared for a long wait to check in for my United flight. I arrived three hours early and it paid off; there were only three people ahead of me in the line at the check-in counter. There's no option for self-check-in on United at the Frankfurt Airport, and I was happy to let a ticket agent help me with my reservation, as a seat had not yet been assigned to me (the downside of being a non-revenue customer). The agent was able to secure an aisle seat for me and confirmed that my bag was checked all the way to Florida.

On my previous flight that day with Lufthansa, I'd heard an announcement that passengers flying to the US should allow extra time to get through security due to enhanced safety measures. So I arrived two hours early at the security line, just in case, bypassing all the fun shopping and dining options outside the security gates. Flights to the US have their own security lines at Frankfurt, and there were four separate lines (with 10 people in front of me in the one I chose). It meant a 10- minute wait, as each person put their items on the belt, one by one (no lining up your bins behind someone else's), with a security agent there to help wrangle the appropriate things into bins and onto the belt. My purse had to go by itself onto the belt, while my belt went into the bin -- confusing, but there's someone to help you put everything in the right place. I made it to my gate with plenty of time. Unfortunately, there wasn't an electrical outlet in sight for charging my laptop; this seems to be even more of a problem at European airports than at American ones.

Onboard: Seat Comfort & Amenities
Upon boarding, I was greeted with a friendly "Hello" by an FA as I walked through the central galley to my side of the plane. I noticed an FA there preparing the first class drinks, and asked if I could have a cup of water, which he obliged in a very friendly way with a "no problem." It was so different from the bothered reaction I got from an FA for the same request the last time I flew on United within the US (she first denied me, saying the galley was closed, then grudgingly poured me some water). This flight was already off on a better note. As usual, my seat was in the back of the plane. I agreed to swap seats with a fellow passenger who wanted to sit with her friend, so I was switched to the very last row of seats on the plane. (Before agreeing to the swap, I made sure the seat would recline.)

The plane was a Boeing 777, and the seat configuration was two-four-two. I was happy to score an aisle seat with just one Yoom (or UM -- FA speak for unaccompanied minor, I learned) next to me, a 12-year-old girl from New York who listened to her iPod the whole flight. The lavatory was right behind me, but fronted by an alcove that was several steps away so I never had to worry about lines forming next to my seat as people waited to get into the loo. The seat was comfortable enough -- standard airline fare -- and the leg room was slightly more ample than that of the long-haul Air Berlin flight I'd flown across the Atlantic one month prior. A small screen in the seatback showed entertainment throughout the flight (not on demand), with several channels to choose from, but I just worked and read instead. A pillow and blanket were provided to each passenger.

Food
The FAs offered a beverage service with cold drinks about an hour into our flight. Next came lunch. Airline food is normally something I skip, but in the name of research I peeled back the foil to try the breaded chunks of chicken in a chunky tomato sauce and a small pile of gnocchi-like pasta. It was not half bad, though over-salted and greasy, as usual. There was a small salad in a plastic baggy-wrapped dish that was dry, but edible. And the desert was surprisingly tasty -- a rhubarb and cherry pastry. The bread roll was hard, cold and dense (aren't they always, unless you're on a bread-loving carrier like Air France?), and I left it untouched.

The FAs made several rounds with the beverage cart during the flight, and it was easy enough for me to walk to the rear galley, where water was always available. About an hour before landing, they came around with a snack pack: a small ham and cheese sandwich smeared, oddly enough, with cream cheese (there was a pack of German mustard, too). Paprika potato chips (a German brand) and, happily for me, a full-size Twix bar rounded out the meal. It was a nice pick-me-up before landing, especially as I much prefer my airline food to be of the familiar packaged variety (chips and chocolate), especially with all the recent news about the health risks associated with airline food.

Friendliness
The FAs on my flight were a very friendly and approachable bunch. I paid attention to how they interacted with other passengers during the flight, and there were lots of smiles. I spent time talking to two of them in the back galley during the long flight, and they were also very helpful and friendly. I especially noticed how attentive they were to the unaccompanied minors around me, including the girl next to me and two boys in front of me. The FAs repeatedly came through with treats for them (a chocolate mousse from first class here, a candy bar there), and when the kids declined the goodies the FAs offered them to me, which I found to be very friendly. Overall friendliness: Very Friendly, 5/5

Would I do it again?
Yes. And hopefully next time I'll be earning miles, too, for all the time spent flying across the ocean! I thought this United flight was both as comfortable as can be expected in economy class, and friendly, which are the things that matter most when you are stuck in a steel tube with strangers across six time zones. The bathrooms were a bit dirty by the end of the flight, but not any more so than on other carriers. And the food offerings were better than average for an economy class flight.

Looking to get away? Check out our International Travel Deals.

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AOL Mystery Flyer: Lufthansa Report Card

AOL Mystery Flyer — 2010-07-08T14:50:00+00:00

Filed under: Air Travel

BriYYZ, flickr

The AOL Mystery Flyer returns to the skies to put another airline to the test.

It's been a while since my last AOL Mystery Flight (on Air Berlin). And as you may have noticed from Twitter, I ended up hanging around Germany for a good month. It was hard to leave with summer finally shining over Northern Europe and the German soccer team doing so well in the World Cup. (Whoever said all good things must come to an end must not have experienced the thrill of watching the world soccer, er, football, championship from a packed and very emotional European street café!)

Last Wednesday, I journeyed back to the USA. Curious to see if the German national carrier was as its good as its soccer team, I opted to fly Lufthansa for the first leg of my flight, from Hamburg to Frankfurt.

Lufthansa is Europe's biggest airline and Germany's flagship carrier, serving destinations all around the world from its hubs in Frankfurt, Munich, Dusseldorf and Zurich (the most interesting route to me is the nonstop from Frankfurt to Orlando, who knew!). I booked my one-way flight from Hamburg to Berlin about two weeks out, and it cost me 79 euros (about $98). This one-hour flight ended up being a faster option than taking the train (which can be more expensive, too). And since Lufthansa is in the Star Alliance I could apply miles earned to my United or Continental accounts. You've got to love an airline that offers 12 different German and international newspapers free to passengers at the departure gate (and who said newspapers were dead!).

Read on for more about what it's like to fly with Lufthansa.

Checking In
Hamburg's modern airport is one of my favorites in Europe. I've flown from here many times, and never experienced a long wait going through security. You can reach the main train station and city center within about 20 minutes from the metro system, which stops at the airport. And check-in is usually speedy, too, as was the case on Wednesday morning, for me.
Lufthansa has self check-in kiosks in front of the counters, and passengers are required to print their boarding passes at these kiosks (I used my credit card to pull up the reservation). There were four Lufthansa agents in front of the kiosks, helping passengers pull up their reservations, but it was easy enough to figure out on my own. If you try to get in line at the counter without a boarding pass, they'll send you right back to the self-print area, so don't bother. I printed my ticket and stood in line for about one minute until a counter agent could help me check my bag.

Since I was connecting in Frankfurt on a separate reservation with United, I requested that my bags be checked all the way through to my final destination in Florida. The agent was having trouble doing this, and said I should collect my bag in Frankfurt and re-check it there with United. But I persisted. (I've found that it pays to be patient and friendly, and say something like: "Are you sure it's not possible?" to get the agents to work a little harder for you.). She said she could try another method and that worked, so my bags were checked all the way to Florida.

The Lufthansa agent was friendly and efficient. At first she spoke to me in German, but when I spoke to her in English she replied in perfect English. The security line at the Hamburg airport took all of five minutes, and I love that they don't make you remove your shoes at most European airports. I was at my gate within 20 minutes of arriving at the airport -- easy breezy (and I only arrived 60 minutes prior to the flight's departure).

Onboard: Seat Comfort, Amenities & Attitude
Since I fly on so many different airlines, I do not have premier status with any of them. That means my seat is usually toward the rear of the plane, unless I get lucky with a seat change at the last minute. Passengers started lining up to board about 20 minutes before our scheduled boarding time, which I thought was odd, since there was no fee for checked bags and no one seemed to be schlepping oversize luggage as carry-ons (so often the case on US flights where you have to pay for checked bags).

When we were ready to board, I noticed that instead of calling the various boarding zones one after the other, everyone was invited to board at once (there were separate first class/business class and economy lines), and I waited till the end of boarding to avoid standing in line. Once on board, I was welcomed by several FA's with a friendly "Morgen," (short for Gutenmorgen) and a smile. The boarding process was so much less harried and chaotic than that of the US flights I've been on recently, where people are pushing heavy bags up over their heads, stumbling down the aisles with two-wide roller bags and generally fretting that their bags will be claimed by FAs for a gate check if they can't cram them into packed overhead bins.

On this Lufthansa flight, people moved down the rows a lot faster than I'm used to. And it was just generally a more pleasant boarding experience. All of the seats on the A321 were leather, and I thought the legroom was pretty good for a coach seat, too (my knees weren't jammed into the seat in front of me). The flight was only an hour long, and the FAs came through the aisle with a beverage service that offered a full range of hot and cold drinks, free of charge. Score: Excellent, 5/5

Entertainment
No entertainment was offered on the one-hour flight, and there were no screens in the seatbacks.

Food
No food was offered on this short flight.

Friendliness
From the efficient ticket agent to the gate agent who declined my seat change request with an empathetic "I'm sorry" and the flight attendants on my Lufthansa flight, everyone was very professional and friendly. When we were deplaning, I asked a quick question about where to pick up the boarding pass for my connecting United flight. Even though the FA was busy saying goodbye to everyone disembarking, she turned her attention toward me and advised me in a very friendly way that I would have to exit the terminal and head to the main ticket counter to take care of that.
Overall Friendliness: Very friendly, 5/5

Would I do it again?
Yes. The attitude on this short flight was professional and courteous throughout, and I had the feeling that I was flying with an airline that valued its passengers and placed importance on treating them kindly. I noticed a lot of smiles from the FAs, and the atmosphere on board was very pleasant and relaxed. The airplane was comfortable and very clean. And the price was fair for this short inter-Europe flight. Add to that the fact that I could accrue miles with my US Star Alliance partners, and I would definitely fly Lufthansa again. I would be curious to see how their Transatlantic service is; if their short-hop attitude and equipment is any indication, they would be a good carrier to fly with on a longer flight, too.

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AOL Mystery Flyer: Air Berlin Report

AOL Mystery Flyer — 2010-06-08T16:41:00+00:00

Filed under: Air Travel

Andy_Mitchell_UK, flickr

The AOL Mystery Flyer returns to the skies to put another airline to the test.

Guten Tag! I traveled to Germany recently on a low cost international carrier you may not know about -- Air Berlin. This trip involved the most unlikely city pairing I've ever flown: a nonstop flight from the retirement capital of Fort Myers, Florida, to Düsseldorf, Germany's fashion capital. Who knew? Not many Americans, apparently, as I didn't hear very many other American accents on the flight, and I was one of the few passengers in the "other nationalities" line at customs when we arrived in Germany.

Never heard of Air Berlin? The first thing to know is that while they are based in Berlin, they operate flights to cities in Africa, Asia and the Middle East and are one of Europe's biggest low cost carriers (and unlike Ryan Air, they're not thinking about charging you for the toilet). From the U.S., Air Berlin flies from Los Angeles, San Francisco, Miami, New York and Fort Myers to Düsseldorf (where you can connect to the other destinations). I was tempted to fly on Air Berlin because I was looking for the lowest fare for a one-way ticket to Germany, and Air Berlin had the U.S. carriers beat by hundreds of dollars. They also have a far friendlier cancellation and re-booking policy (changing your dates on an international Air Berlin ticket only costs around $60, versus the usual $150 on U.S. carriers.)

Wondering what the ride was like on a European low cost carrier? Not much different from what you'd experience on a U.S. legacy carrier. Read on to find out.

Checking In
Fort Myers is a small airport. I arrived about two and a half hours before my flight, and was surprised to see the line was already quite long to check in. When booking, I had opted not to pay the extra charge to secure a window or aisle seat. If you don't pay this extra fee in advance (around $20), you chance a seat assignment on the day of travel, and might well end up in a middle seat for a nine-hour flight. The horror! Still, I was being cheap, so I chanced it.

There was no self-check-in line at the Air Berlin desk, and when I got to the counter, the agent addressed me in German, then switched to English once she saw my passport. She said all the window seats were gone, but that I could have an aisle seat. I told her I'd hoped that arriving early would have helped my cause. "You think two and a half hours is early?" she replied. "If everyone arrived two hours before a flight, the flight wouldn't leave on time. So it's good many people arrive early." I've never had a problem arriving just two hours before a flight, but on Air Berlin, it's a good idea to check in as early as possible to increase your odds of getting a good seat.

Seat Comfort & Amenities
Everything looked pretty standard when I boarded the plane, and I was lucky enough to have an empty middle seat next to me. I'd been excited when the agent told me I was at the front of the plane, with only one row of seats in front of me. It hadn't occurred to me that the one row of seats in front of me faced a cabin wall outfitted with baby bassinets, and was therefore occupied by a restless infant and toddler who were showing no signs of settling in for the night. My next disappointment came in realizing that my seat's headrest did not have the customary flip-out wing things that you can rest your head on (all the more important when you're not on a window and want to avoid your head slumping onto your neighbor's shoulder). I can't remember the last time I flew on an international flight that didn't have headrest extensions in coach seats, and I wondered if that's where the low cost came into play on Air Berlin.

Air Berlin does, however, provide something that's long lost from the coach section on U.S. legacy carriers flying to Europe: everyone in coach was handed a snazzy little gray and red amenity bag with eye shades, earplugs, a toothbrush and toothpaste, and socks. Another nice touch when boarding the plane was a complimentary selection of international newspapers. The in-flight entertainment system on my flight, on the other hand, was not anything to get excited about. There was no seat-back screen -- just overhead screens showing a few movies during the nine-hour journey. A flight attendant came down the aisle offering headsets for sale for $3.50. Odd, I thought, that the amenity bags were free, but you had to buy headsets. Score: Average, 3/5

Food
Within about 30 minutes of takeoff, the FAs came through the aisle with the beverage cart. I requested tomato juice and sparking water (yes, I'm an "Anna," as in, "I'll have a tomato juice, anna water, anna..."). The meal service followed, and we were offered barbecue chicken or pasta with tomato sauce. Airline food, let's face it, is airline food. But it is generally considered to be better on European carriers than on American airlines. I don't know why it's so, but just ask anyone who's flown on Air France or Lufthansa how the meal compares to what's generally served on an American carrier.

But the coach class meal here was no better or worse than what you'd be served on an American carrier: dry chicken bits, mealy potatoes, and newly thawed carrots and peas that tasted more like the freezer they'd just come out of than organic matter. I was excited to see a little cheese wedge called Wee Brie by Président, one of my favorite grocery store brands from France. But when I cut into it, it was nothing more than processed cheese. (In fact, that disclaimer was written in fine print on the labeling.) The bread roll served alongside the meal was cold, dense and generally unappetizing, and reminded me more of clay than dough. You would think that Germans, as savvy a baked good culture as they are, would not stand for this. There was a small dish of coleslaw that tasted fresh and crunchy, if not too flavorful. And the food item I eyed with the most suspicion -- the uniformly square desert with a typically shiny topping -- turned out to be the tastiest thing on the tray...cheesecake topped with caramel frosting. Score: Very average, 3/5

Friendliness
The Air Berlin agents I came into contact with at the Fort Myers airport were mostly German, although the agent that checked me in spoke English with no accent and was fluent in German, too. Most of my fellow passengers were German, and I was always spoken to first in German, then in English when the agents realized that was my language. The Air Berlin agents in the airport were all helpful and efficient, with a slightly cooler attitude than what some Americans might consider friendly, but they were friendly, nonetheless. The airline definitely had a more "'all business"' tone than a "'we're so happy you're flying with us"' feeling, but I think that's simply reflective of customer service in general in Europe, where you would never have your server at a restaurant introduce himself or herself to you by name at the start of the meal. During the flight, I made requests for an extra drink and a blanket. The reactions from the flight attendants were friendly, if direct: "The only blankets available are those that were in the seats. No extras, sorry." Score: Friendly, 4/5

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AOL Mystery Flyer Comes Home

AOL Mystery Flyer — 2010-05-28T12:31:00+00:00

Filed under: Air Travel

lrargerich, flickr

Over the past few weeks, I flew on ten different airlines, from coast to coast -- Florida to California, with lots of stops in between, everywhere from Portland, Oregon to New York City. Making my merry way across the U.S.A.

Enroute, I graded the airlines on one thing: the friendliness factor.

As you've seen in my report cards, this was a random experiment in friendliness; every airline got several opportunities to turn on the affability. My project wasn't about the friendliness of strangers, per se, but the friendliness of airline employees -- a group of individuals working not only in the transportation and transportation safety business, but also in the business of customer service. That includes everyone from the agent who answers the phone when you call with a ticketing question, to the flight attendant passing through the aisle with the beverage cart.

Miss some of the action? Start at the beginning or catch up with the airline report cards:

o. JetBlue

o. US Airways

o. Spirit Airlines

o. Delta Airlines

o. AirTran

o. American Airlines

o. Alaska Airlines

o. Southwest Airlines

o. United Airlines

o. Continental

I've been following the comments readers have left on my stories and report cards. It has been wonderful to get all the feedback and to see the conversations that have been sparked among those who commented. One thing is clear: this experiment, my flying as a passenger on a commercial airline and reporting my experience, is an act that incites strong feelings.

Some readers felt I was a high-maintenance passenger (and I'm being euphemistic here), with my requests for extra beverages -- or perhaps because I dared to ask for water prior to takeoff, to soothe a sore throat or pop a pill.

My goal throughout this process was to represent an average member of the flying public -- perhaps not an independent one ready and able to handle self check-in, but a passenger who feels it should be okay to have a few questions or requests when shelling out good money to fly one airline over another.

Not once did I ring a call button with a ridiculous request; not once did I stomp my feet about my bag being deemed too large for an overhead bin. Not once, in fact, did I complain or behave rudely to anyone.

My goal was to ask the common questions that flight attendants are likely to receive on any given leg of a flight.

And that's just what I did, on my very best behavior, with every interaction I had with an airline employee. By nature, I'm like anyone -- not always a beaming Betty. But for this project, I was the epitome of the friendliness and congeniality that I hoped to see in return.

With nearly all other perks absent from the flying equation these days, I wanted to know if there was a price for nice, and as it turns out, there is. It follows the golden rule: treat others how you wish to be treated, and for the most part, it will be returned. That single mantra has been confirmed throughout my travels.

Of course, there was the rare occasion where my friendly requests were not met with any measurable warmth, like the time I asked a United Airlines flight attendant on a flight from Chicago to Orlando for a glass of water before takeoff (bottles of water were clearly visible behind her, alongside cups in the back galley). She virtually sneered while informing me that the galley was closed. Then she grudgingly poured me a cup and physically tried to scoot me back to my seat. (The plane had just started boarding, and I was waiting to use the lavatory.) Then there was the time I was boarding a full flight from Dallas to San Francisco, when an American Airlines agent nudged me a bit too sternly down the aisle after deeming my carryon bag overstuffed -- in not very friendly terms. I realize that agents are under a lot of pressure to make an on-time departure, but should simple human friendliness be sacrificed in the rush?

Instances like these are where the randomness of this project needs to emphasized. Since I flew only one time on each carrier, I was only exposed to one group of individuals to represent the airline as a whole. And I certainly realize it's possible to have a bad day. But here's the bottom line: when you're in the customer service business, and you're treated with respect and a pleasant attitude, you should provide the same in return.

So who was nicest? Well, many of the airlines. In fact, I had pleasant encounters with all of the airlines. The flight attendants aboard American Airlines were among the most professional and friendly of the bunch, not even scolding when I wandered into first class to request a glass of water prior to takeoff (it was the galley closest to my seat).

Southwest Airlines and JetBlue had reputations for friendliness that preceded them. I had heard so many good things that I wondered if they could live up to the happy hype. They did. The JetBlue flight attendants had a way of interacting with passengers that was both relaxed and professional -- no harping about turning off your cell phone. They had a pleasant demeanor that just made you want to turn it off at first mention! My flight with JetBlue from Orlando to Richmond was delayed, and we had to change terminals at the airport, but passengers were consistently kept up to date with what was happening. Later, I even received an email voucher for $25, as an apology for my hour-long flight delay. Now that's an airline that cares about keeping its passengers!

On Southwest Airlines, the relaxed, warm, and caring vibe from the flight attendants made me feel comfortable asking questions about the logistics of my destination airport, requesting a drink -- or whatever. I observed a flight attendant on my Southwest flight patiently listen to the worries of the passenger in front of me (he feared he wouldn't make his connection). The way she assuaged his cares reminded me of what a psychologist would do: she acknowledged his fear of missing his flight, then convinced him that it was not likely to happen because the terminal was quite manageable. She assured him that everything would be fine. He smiled and thanked her, looking noticeably calmer after the few minutes she spent with him.

The legacy carrier that surprised me most when it came to friendliness was Continental Airlines. The flight attendants were all smiles, and again, had that relaxed air that puts passengers at ease and makes a flight an overall pleasant experience. The Continental flight attendants were immediately helpful when they noticed passengers struggling with carryons. At the end of my flight, the passenger deplaning in front of me even said to the FAs: "You all have such a pleasant demeanor -- and that was such a nice flight." My thoughts exactly.

(I did ask a couple of flight attendants what they thought of the United-Continental merger, and their response was measurably cool. One said: "Nobody asked us what we wanted." I can only hope for the best.)

So, based on my experiences of the past few weeks, here are my picks for Miss Congeniality:

A two-way tie between Southwest Airlines and Jetblue in the budget airline category, with Continental Airlines taking the crown among legacy carriers.

As for what happens to me now, I'm an object in motion who will stay in motion. And I'm staying undercover, too -- remaining Miss Congeniality myself while continuing my travels.

I've learned that a little niceness goes a long way. And I'm willing to do whatever it takes to make my flying experience as pleasant as possible.

Now I'm making this experiment international. Europe is calling my name, so tomorrow I'll set off for the continent on a budget airline. As I fly, I'll be keeping an eye on the friendliness factor. I'm also going to be sharing more with you about the flight experience, from the comfort of the seats to the in-flight food and amenities.

When you least expect it, I'm going to pop up in places all over the globe, perhaps on airlines you've never heard of.

One thing is certain: not all airlines are created equal. Come along as I do my best to enjoy the ride, wherever it takes me.

See how the competition stacks up:

	JetBlue	US Airways	Spirit	Delta	AirTran	American	Alaska	Southwest	United	Continental
Operators response to pre-flight requests	4	4	5	3½	3	4	3½	5	4	4
Friendliness of ticketing agent	5	4	4	3	4	4	5	4	4	5
Friendliness of gate agent prior to departure	4	2½	3	3	3	2	4	5	5	4
Friendliness of flight attendants	5	3	2½	5	4	5	5	5	2½	5
General interactions between airlines and passengers	5	4	3	4	3½	5	5	5	4	5
Friendliness of gate agent upon arrival	5	5	4	4	3	4	5	4	N/A	5
Average	4.7	3.8	3.6	3.8	3.4	4	4.6	4.7	3.9	4.7

A note about the ratings:
How it works: After each of the ten flights I'm taking over the coming weeks, I'll judge the airlines on six areas of customer service, using a scale of one to five. My goal along the way is to be an average passenger with normal travel requests and questions. In no way am I going to bother flight attendants and airline personnel with unusual demands; I know these are very busy people. I'm not looking to push airline staff to the limit, but simply to judge their friendliness during the most common travel interactions faced by the flying public on a routine flight.

Here's how to decipher my 1-5 rating system:
1/5 means a flat out rude reaction to my requests
2/5 means an unfriendly reaction, although not necessarily rude
3/5 means a neutral reaction to my requests
4/5 means a friendly reaction with a smile
5/5 means friendly customer service that goes that extra distance

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AOL Mystery Flyer: Continental Airlines Report Card

AOL Mystery Flyer — 2010-05-24T12:46:00+00:00

Filed under: Air Travel

rkimpeljr, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how Continental Airlines scored on Friday's flight from Tampa to Newark:

How It Works:

After each of the ten flights I'm taking over the coming weeks, I'll judge the airlines on six areas of customer service, using a scale of one to five. My goal along the way is to be an average passenger with normal travel requests and questions. In no way am I going to bother flight attendants and airline personnel with unusual demands; I know these are very busy people. I'm not looking to push airline staff to the limit, but simply to judge their friendliness during the most common travel interactions faced by the flying public on a routine flight.

Here's how to decipher my 1-5 rating system:

1/5 means a flat out rude reaction to my requests
2/5 means an unfriendly reaction, although not necessarily rude
3/5 means a neutral reaction to my requests
4/5 means a friendly reaction with a smile
5/5 means friendly customer service that goes that extra distance

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
4/5: The evening before my flight, I called the reservations line to ask about my seat. The agent told me that a seat had not yet been assigned, and that I would need to go online to check in, at which point I'd be given a seat. I told her I would not have Internet access before my flight and asked if she could check in for me. She said that was not a problem. She checked me in and informed me that I had a window seat at the back of the plane. I asked her a number of questions about in-flight snacks (free drinks and a complimentary small snack would be provided on the flight to New York) and onboard Internet (not available). All of my questions were answered with patience and a friendly tone.

2. Friendliness of the ticketing agent during the check-in process at the airport.
5/5: When I arrived at the Tampa airport for my flight, there was no one in line at the self- check-in kiosks. The only agent behind the counter was helping First Class passengers check in. As I stood there pondering where to go, an agent approached me and asked if I planned to check my bag. He led me to the check-in counter, where I thought he would ask me to check myself in; the airlines usually encourage this, since it makes their jobs easier. Instead, he surprised me by asking for a credit card or my ID so he could help me check in. It was a touch I think many passengers would appreciate. Even if you prefer to check yourself in, it's nice to have options! He went through all the questions with me, as I declined the upgrade to first and the roomier exit row seats (for a fee). He was patient and friendly as I asked about onboard snacks and drinks and entertainment, and he wished me a good flight. A friendly, efficient check-in that was as good as it gets.

3. Friendliness of the gate agent when I request a seat change prior to departure.
4/5: I approached the counter at the departure gate just as the general boarding process was getting started. There were two agents; the one closest to me was busy typing something but was aware of my presence. Instead of ignoring me until she finished what she was doing, she looked up at me and said: "I'll be right with you." It's the little touches like these that make a passenger feel valued. I knew she was busy, but I also knew that she wasn't ignoring me. Passengers deserve to be acknowledged.

I asked about a seat change, and she said that wasn't possible because the flight was full. I gave her my ticket to confirm that my frequent flier number was noted (it was), and asked if there were any seats with electrical outlets, and if mine had one. I could see that she was thinking, trying to visualize the plane's interior. "I can't believe I don't remember," she said finally. "I think there are outlets, but I'm not sure." I appreciated her taking the time to patiently answer my questions, while multi-tasking during the boarding process.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
5/5: Similar to what I did when I boarded the United flight a week before, I approached the flight attendant at the back of the plane after stowing my baggage to ask for a drink. The boarding process was only about halfway through, so it was still an acceptable time to be up and about. I could see a bottle of water and cups right behind the FA in the back gallery (as they had also been on the United flight). The difference on this flight was how my request was handled. The FA asked me what I'd like to drink; when I said, "water, please," she poured me a glass, with a smile that said I was no burden at all.

About ten minutes after we'd taken off, I got up and went to the back of the plane, where the FAs were in their jump seats. I asked if it was okay to use the lavatory; they said it was no problem as the seatbelt sign was now off.

About an hour later, I went to the back again and asked the FAs, who were in the middle of their own chat, about transport into New York City from Newark. They could have said they weren't sure and advised me to ask at the airport; instead they took the time to give me their personal suggestions, explaining that taking the bus or train would save me a lot of money, and that it was an easy thing to do.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
5/5: During boarding, the FAs were very involved with helping passengers find space for luggage when they appeared to be struggling. One FA offered to hold a man's coffee cup while he loaded a pet kennel with a kitten inside under the seat. Passengers were piling up behind him, but the FA's demeanor set a calm and pleasant tone to what could have become a stressful scene. During the beverage service, I watched the various FAs as they interacted with passengers, always greeting them with a smile. Later, during the second round of drinks, when one FA dropped some sugar packets near me, she explained that she and her crew were on their last flight of a three-day run, and that she was exhausted. She joked that there had been 'a lot of craziness' the past few days, with various passenger requests. Despite being tired, she still had a smile on her face, managing to be both empathetic and friendly, and doing her job with a smile and good attitude.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
5/5: There was no one greeting the flight when I arrived at Newark, a bit surprising as I had thought that many people would be connecting at this hub. The nearest gate was busy with a long line of passengers, so I went to the nearby Continental Customer Service counter, where no one was waiting in line. The agent greeted me as I approached and answered my questions about purchasing a ticket for another flight. When I then asked her how to get into the city by public transport, she said there was a bus and a train, and told me where to catch them. She was friendly and helpful throughout, and suggested the Newark Airport Express Bus as her preferred method over the train. ("It feels safer to me," she said.)

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AOL Mystery Flyer: United Airlines Report Card

AOL Mystery Flyer — 2010-05-17T11:42:00+00:00

Filed under: Air Travel

Simon_sees, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how United Airlines scored on Tuesday evening's flight from Chicago to Florida:

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
4/5: I called United several hours before my flight and asked the agent what seat I had been assigned; I was told that it was a window. When I asked if I could change to an aisle, she put me on hold, returned after a minute, and said I would have to make that request at the airport. When I asked if beverages would be complimentary, she again put me on hold for several minutes, then informed me that beverages were not complimentary, but would be available for purchase. As the agent was speaking, I realized that she thought I meant alcoholic beverages, but I didn't clarify my request as I didn't want to be put on hold again. The agent was friendly, and before we hung up, she thanked me and wished me a good flight.

2. Friendliness of the ticketing agent during the check-in process at the airport.
4/5: Check in at O'Hare was quite busy. Most of the kiosks were self-check-in, with agents staggered between them and behind the counter to help. I feigned ignorance after using my credit card to bring up my reservation; an agent explained that if I pushed certain buttons, I could change my seat. When she saw that I was struggling, she came over to help me through the process. A message on the screen informed me that I could not change my seat and would have to do that at the gate. The agent was hurried, but helpful, and friendly throughout.

3. Friendliness of the gate agent when I request a seat change prior to departure.
5/5: The agent at the gate was extremely friendly when I approached the gate to ask for a seat change; he greeted me with a smile and a "How can I help you?" He warned me that it was a full flight, then checked the computer to confirm that a seat change wasn't possible. He was apologetic, smiling, and patient-and said I could try again shortly before boarding to see if anything freed up (it didn't). I asked about drinks during the flight, and he assured me that water, soda, and juices were free.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
2½/5: When I first boarded, the flight attendant who greeted me and other passengers was very friendly. She had a warm presence as she smiled and said, "hello." I proceeded to the back of the plane, and since I was in the second boarding zone, there was plenty of overhead space for my bag.

I walked a few rows back to the rear galley, where a flight attendant was standing. I politely explained that I had a cough (true) and asked for a glass of water. (There was a bottle and a stack of cups on the service shelf just behind her.) She replied: "Well, the galley is closed right now," and paused, as if waiting for me to walk away. Then she decided to give me the water, but in an unfriendly manner, as if to let me know I was putting her out. She did smile, however, as she passed the cup to me.

I walked a step over to get out of the main aisle, tucking myself behind the wall to wait for the lavatory (which was occupied). The FA said: "No, you can't be here; catering needs to get in here." Catering wasn't there yet, and the flight was still in the middle of boarding. Perhaps she didn't realize I was waiting to use the lav; she put her hands on my arms lightly to turn me back toward the aisle and usher me back to my seat.

When I told her I needed to use the bathroom, she let me wait but said: "Well, you'll have to stand over here," pointing to the other side of the galley. I thought her handling of the situation was efficient for her own needs, but rather unfriendly toward me. Another passenger was waiting for the lav, and he, too, had to stand his ground to avoid being shooed back to his seat.

I had a few other interactions with this FA during the flight and came to feel she must have been having a bad day. During the beverage service, she smiled at the man in my row but just nodded her head at me instead of asking what I'd like. Then she thrust the cup of ice and can of juice in my direction without actually looking at me.

I was determined to give her another chance to be friendly, so when I later returned to the lav, I asked about ground transportation in my arrival airport. I think she was annoyed by the number of requests I'd made, but she answered my question patiently and with a smile. Yes, I thought, she must have been having a bad day.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
4/5: Overall, the three FAs on my flight seemed to be quite friendly to the other passengers. One was doting on a pair of siblings separated by a row from their parents, and she in particular flashed many smiles and was generally cheerful throughout the flight. The other two worked as a tag team, delivering snacks and beverages and collecting trash; they were very efficient and made a point of smiling at passengers when delivering drinks and answering questions.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
N/A: I arrived on the last United flight of the night, so there was no one giving gate information. None of the other departure gates were staffed, so I was not able to interact with anyone.

My journey isn't over yet. Follow me on Twitter as I go undercover to see how America's most popular airlines rate when it comes to service in the sky. Questions? Comments? Thoughts? Join the conversation by ending your tweet with #spyinthesky

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AOL Mystery Flyer: Southwest Airlines Report Card

AOL Mystery Flyer — 2010-05-13T10:34:00+00:00

Filed under: Air Travel

Ack Ook

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how Southwest Airlines scored on Tuesday morning's flight from Portland to Chicago Midway:

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
5/5: I called the airline the night before my departure and asked if it was possible to request an aisle seat. The agent explained Southwest's open seating system and advised me to check in online to get the most favorable boarding zone for securing an aisle seat. When I explained that I did not have access to Internet, she said, very pleasantly: "Well, let me take care of that for you."

She then checked me in and told me that my boarding zone would be B24. When I asked if that position was early enough in the boarding process that overhead bin space would still be available for my carry-on, she said there were several boarding zones after mine, so space shouldn't be a problem. I went on to ask about snacks and drinks on board (both complimentary), and she answered in a friendly and patient manner.

2. Friendliness of the ticketing agent during the check-in process at the airport.
4/5: When I arrived at the Portland airport, I noticed that Southwest Airlines seemed to have only self-serve kiosks for checking in. Although I planned to carry on my bag, I stood in the line for checked baggage so I might have an opportunity to interact with an agent. I used my credit card to begin the check-in process, and when the computer asked how many bags I wanted to check, I told an agent nearby that I did not plan to check a bag and asked if it was still okay to use this kiosk. She said it was fine and came out from behind the counter to look at my screen, pushing a few buttons to hurry the process along. She appeared rushed, and I felt a little hurried; but when I asked which boarding zone I was in, the agent picked up my ticket and explained that as there were two boarding zones after mine, I should be fine for overhead bin space.

3. Friendliness of the gate agent when I request a seat change prior to departure.
5/5: Since Southwest does not have assigned seating, it was not possible to request a seat change. When I arrived at the gate, the A zone was already standing in line to board, and the only agent I could interact with was already busy taking passengers' tickets and ushering them on to the plane. As no one was staffing the Southwest counter, my only chance to interact pre-flight at the gate was when my zone was called. The flight was full and the agent was obviously trying to expedite the boarding process, but I asked her a question to see if she would be friendly despite the rush. Should I buy something at a nearby kiosk or would there be drinks and snacks onboard? She replied, with no sign of frustration at my inconveniently-timed question, that both would be available and complimentary on the flight.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
5/5: I was welcomed on board with a very warm smile by the flight attendant. I asked if she could throw away my coffee cup, since I would need both hands to maneuver my bag into the overhead bin; she obliged this request with a smile.

Soon after we departed, I disturbed my Scrabble-playing row-mates, got up from my window seat and headed to the back of the plane. The FAs had already come around to take our drink orders (with big, friendly smiles all around), and they were now at the rear galley, preparing the drink trays. I said I had a bit of a cough (true) and asked for a glass of water; they smiled, and one FA took a glass from a tray and handed it to me.

When I made my first trip to the lavatory, the FAs were once again busy with drinks, chatting about a relative who was ill as they worked. I interrupted again, this time to ask how to get to Chicago O'Hare once we arrived at Midway. They were both quick to give me advice: one recommended the shuttle, the other suggested the train as an option. It was just like asking friends for advice, they were that friendly, sharing anecdotes of their own experiences with the shuttle and the train. I thanked them profusely and with genuine feeling; it was so nice not to feel like a bother while getting travel advice I really needed.

Later, when I returned to the lavatory, one of the FAs asked where I was headed that I needed to get to O'Hare. She then suggested a few restaurants in both airports, since the travel time to O'Hare was about an hour and I'd probably want to eat. They also offered me another beverage. After we landed, and as I was leaving the plane, one FA looked up from cleaning the seat rows to wish me luck with getting to O'Hare on time.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
5/5: The Southwest FAs were some of the most likeable I have experienced. There was nothing aloof or disinterested in their demeanor, yet they were entirely professional. And all three FAs were full of smiles for the passengers as they carried out their duties throughout the flight. I kept thinking that they actually liked their jobs. When the FAs were in the aisle and a passenger needed to pass (even while they were busy delivering snacks or drinks), they acknowledged the passenger's presence, got out of the way, and smiled and ushered them past.

At one point, a couple in the row in front of mine became worried about a tight half-hour connection they had to make in Chicago. When the FA came through to take more drink orders, the couple explained their itinerary to her in excruciatingly slow detail: fretting about how they had booked their ticket, asking if theirs was a legitimate connection, and so on.

The FA listened patiently with a concerned look, then explained that they would be fine, as we were due in on time. She let them know at which gate we would be arriving, and said that as we got closer to landing, she would radio ahead to find out their departure gate for the Baltimore flight. The couple seemed relieved and thanked her, saying they felt better; she smiled and said "No problem."

When she offered me another drink, I asked if I could have a pillow or blanket. She was apologetic as she explained they no longer had those, but said she would ask the pilot to turn up the heat, as she, too, had noticed that it was chilly. Just a lot of caring going around.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
4/5: When I deplaned at Midway, the terminal was busier than a termite mound. As I did not see any agents at the gate directing passengers to connecting flights, I approached an agent at a nearby Southwest desk. No one was waiting in line, although the agent was busy doing something with a luggage tag. I asked her where to find the shuttle to O'Hare; she stopped what she was doing to direct me down the hall and to the exit near baggage claim, where I would find the shuttle. She didn't smile, but she was friendly and helpful, and that was all I really needed.

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AOL Mystery Flyer: Alaska Airlines Report Card

AOL Mystery Flyer — 2010-05-11T17:16:00+00:00

Filed under: Air Travel

Pylon757, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how Alaska Airlines/Horizon Air scored on Saturday's flight to Portland:

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
3½/5: I called prior to my flight to ask about carry-on luggage and checked luggage allowances, as well as onboard beverages and snacks. This was my first interaction with the airline (I'd never flown Alaska Airlines before), and a very neutral one. I was asked to repeat my questions once or twice, and the answers given were a little abrupt, but overall the call was fine.

2. Friendliness of the ticketing agent during the check-in process at the airport.
5/5: There were only two people ahead of me in the "agent assist" line (for full-service check-in) at San Francisco airport when I arrived for my afternoon flight to Portland. Nobody was at self check-in, so I was called over to that line when a kiosk opened up. I appreciated that the agent didn't ask me to use self check-in, and instead went straight to requesting my name and destination so she could pull up my itinerary. I requested a window seat (I'd had an aisle) and she told me that an exit row was available if I'd like that. Always a nice treat.

I showed her my carry-on, fearing I would have to check it, since this was a regional jet and my bag was slightly overstuffed due to some retail therapy in San Francisco. She advised me to gate-check my bag to avoid the $15 checked luggage fee, a nice gesture that made me feel like she was on my side. I made my usual inquiries about onboard snacks and drinks, and she told me that beverages were free (including wine and beer, since it was a Horizon flight), that there was a cost for snacks, and that the airline was cash-free.

3. Friendliness of the gate agent when I request a seat change prior to departure.
4/5: At the gate, there was a couple in front of me asking questions about a Palm Springs flight leaving from the gate next door, so I stood behind them and waited for my turn to ask my questions about my carry-on bag, drinks, etc. (I can only imagine how tired the airlines are of hearing the same questions over and over -- and yes, I realize I am making more work for them. But the research must continue on behalf of passengers who are not experienced travelers.)

The Alaska Airlines agent looked at me when she finished answering the couple's questions (their flight was about to start boarding) and asked: "Do you have a quick question?" I thought this was an odd way to greet me, since I obviously had a question if I was standing in line. I told her I was concerned that my carry-on would not fit overhead; she confirmed that it would not fit, said it wasn't a problem, and told me I could gate-check the bag. Then she came out from behind the counter to put a tag on it, a nice gesture since she was clearly busy with the Palm Springs flight and could have handed me the tag and told me to attach it myself.

As I had just learned that I'd actually be flying on Horizon Air, an Alaska Airlines sister company that flies their regional routes, I asked a few questions about the mileage program. The agent answered them in a friendly but slightly rushed way; I did realize she had other things to do.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
5/5: I was warmly greeted when entering the plane, and shortly after taking my seat, I asked an FA if it was okay to use the lavatory (I had the feeling we were about to push back); she was friendly and said it was no problem. After we'd taken off and were allowed to move about the cabin, I went to the front where the FA was preparing the beverage cart. I interrupted her in the cramped galley of the CRJ700 with my now standard: "I have a pill to take, may I please have a glass of water?" line. She did not bat an eye, although this was clearly an interruption of her routine. She opened a package to get a cup for me and filled it with ice and water.

I felt somewhat embarrassed about going to the front and asking for water instead of waiting for my turn, but I do it because a "real" passenger might actually need water right away for a medical reason. The FA did not make me feel I had done something wrong, and she was also very friendly and patient answering my questions about the small plane while getting my water.

When she came through the aisle with the actual beverage service, she remembered me and asked: "Would you like some more water?" I requested that as well as a tomato juice, and asked for an extra pack of the free snacks, to which she responded: "No problem." Later, the FAs came back down the aisle with the cart and again asked if people needed anything; I asked for another small can of tomato juice, which she gave me. I noticed that she shook it for me before placing it on the tray.

Later, when I asked for a cup of hot tea because the plane was really cold, the FA laughed and said, "Not a problem." If she was starting to find me a little demanding, at least she put a positive spin on it.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
5/5: Interactions seemed very positive and professional throughout the flight. While we were still at the gate, an FA offered to take a photo for a father and son who were on their first flight together. And I overheard the FAs being very casual and friendly with passengers, greeting them with lines like: "How are we doing here?" and "Your shirt is so colorful, I like it!" and "Now, what can I get you guys?"

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
5/5: When I arrived in Portland, I didn't have a connecting flight to make. And I didn't see agents at the nearby gates. So I went to the departures desk and asked at a check-in kiosk where to find the baggage claim. Though there were clearly marked signs, the agent pointed me in the right direction with a friendly wave.

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AOL Mystery Flyer: American Airlines Report Card

AOL Mystery Flyer — 2010-05-10T19:56:00+00:00

Filed under: Air Travel

lrargerich, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how American Airlines scored on last Wednesday's flight from Atlanta to San Francisco via Dallas/Fort Worth:

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
4/5: I called American Airlines the day before my departure, hoping to get a seat that would put me closer to the front of the plane. The man who handled my call was very friendly, although I had the impression he was fairly new on the job since he kept putting me on hold to look up my seat and other basic information. He told me it was not possible to change my seat, but that I could try once I got to the airport. I inquired about Internet onboard and was put on hold for about three minutes. When he came back, he apologized for the hold time and told me there was no Internet on my flight (he was wrong), but he gave me a toll-free number to call if I wanted to find out about other flights that were wired. Throughout our phone call he was patient and friendly when answering my questions. It made up for the fact that he seemed like a newbie on the job.

2. Friendliness of the ticketing agent during the check-in process at the airport.
4/5: I arrived in Atlanta on an AirTran flight, and had carried on my luggage. So I did not have to exit security to get my boarding pass for my connecting American Airlines flight. I went right to the departure gate, where another flight to Dallas was about to depart. I considered boarding that flight, but decided it wasn't worth the $50 fee. The gate agent was stressed trying to close out the previous flight, so I backed off and waited until she was finished with that.

Once she had closed out that flight, she called to a man seated nearby that it was his turn to talk to her, not acknowledging that I was waiting, too. I thought perhaps that his matter must be more urgent. While she helped him, I stood patiently, hoping that all the good seats were not being taken and wondering if maybe I should go somewhere else to get my boarding pass. I decided to hold tight.

When it was my turn, she turned her full attention to me and was very empathetic and friendly about finding me a good seat near the front so I could make a tight connection in Dallas. While I had felt somewhat slighted initially, I realized it was just because she was busy. And when it was my turn, her focus was on answering my questions and getting me a good seat. Then I asked where to find the best food in the airport, and she told me her favorite terminal restaurant -- Le Petit Bistro -- was nearby at gate T8; she said it had a nice selection of fresh food. I asked her about onboard Internet, and she said she wouldn't know till closer to departure time. Later, when I was boarding, she remembered my question as she took my ticket and told me there was Internet on the flight.

3. Friendliness of the gate agent when I request a seat change prior to departure.
2/5: Since I connected after the flight from Atlanta, I'll share my experience requesting a seat change at the American gate in Dallas. There was no one in line in front of me at the counter. But when I approached, the agent working there gave me a startled, somewhat rude look, as if to say: "What do you want?" In fact, she didn't say anything; I was just met with an expectant glance. When I asked if I could change my seat for my flight to San Francisco, she replied: "Sorry, it's a full flight." There were many passengers milling about waiting for boarding to start, and the scene was quite hectic, so I suppose she was stressed. But her interaction with me was not friendly at all. Later, when I was boarding (in one of the earlier boarding zones), a gate agent intercepted my roller bag and said: "You're going to have to see if it fits in there," pointing to the Size Wise baggage checker. Now, my roller bag was small and nowhere near over-stuffed, but she said: "You packed it too full; see if it fits." And sure enough, it would not fit into the Size Wise device. I tried to argue that I had just carried it on from Atlanta and it had fit fine in the overhead bin, but she was having none of my argument, and before I knew it, she had slapped on a claim ticket, handed me a stub and was literally shooing me down the jetway. I had no time to argue, and I wouldn't have prevailed anyway. But I felt dismissed and hurried in an unfriendly way. I realize that boarding is stressful, and that there is pressure for airline personnel to have an on-time departure, but the unfriendly mood was quite a letdown after I'd received such nice service on the leg from Atlanta.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
5/5: I flew two flights on American on Wednesday, since I had to connect in Dallas. But in the interest of giving equal billing time to all airlines in my friendliness survey, I judged only the first leg, from Atlanta to Dallas. And I have to say that the friendliness and efficiency on this flight was some of the best service yet. I was seated in row 8, right near first/business class. Right after boarding, I approached the flight attendant in the galley at the front, where she was busy preparing drinks for the non-coach passengers. I feared she would be annoyed that I interrupted her to ask for a drink, but she smiled and said: "Just let me drop these off and I'll get you some water." I also asked to use the lavatory in the forward section, anticipating a scolding, and she welcomed me right in.

Despite the flight being fairly full, the FAs all seemed very relaxed and friendly. It set a good mood for the trip from the start. During the flight, I repeatedly requested everything from more drinks (immediately brought to me) to a blanket (met with an apology that they're no longer available). At one point, when an FA was coming through to collect trash, she noticed that my tea was empty and asked if I need more hot water. I said, "Yes, please," and she returned with hot water and an additional tea bag. Rarely have I had such intuitive service flying coach, and I was pretty shocked. Toward the end of my flight, I went to the rear of the plane and approached an FA who was reading. I apologized for interrupting her; she said, "Not at all" and answered my string of questions about connecting in Dallas, assuring me they would be providing gate information soon and telling me about the layout of the various American Airlines terminals at the airport to make my arrival easier.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
5/5: This was really one of the most relaxed and most friendly flights yet. Perhaps it was because the airplane was not entirely full that the FAs seemed so at ease. Whatever the reason, I can report lots of smiles and very friendly interactions both in first class (which I could see from my seat) and in coach. The three FAs I interacted with seemed very experienced, and were extremely professional. It made for a very pleasant flying vibe.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
4/5: When I arrived in Dallas, the scene was hectic. There was an American Airlines representative standing just outside the plane with plenty of passengers surrounding her, asking for directions. When I asked for my connecting gate she looked at her paper, told me where to go, and pointed me down the hall with a friendly smile.

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AOL Mystery Flyer: AirTran Airways Report Card

AOL Mystery Flyer — 2010-05-07T14:09:00+00:00

Filed under: Air Travel

PhillipC, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how AirTran scored on Wednesday morning's flight from Orlando to Atlanta:

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
3/5: I was met with a pleasant surprise when I called AirTran before my departure. I was able to secure an exit row seat at no charge, since those remaining seats free up 24 hours before departure. The customer service agent who helped me switch my seat was efficient, though her responses were somewhat robotic. Any question I asked, she either answered, "That is correct," or, "Yes, Ma'am," "No Ma'am," with a mechanical cadence. Not unfriendly at all, just very neutral and programmed. But I hung up feeling happy as a clam, knowing I'd have room to stretch out on my flight.

2. Friendliness of the ticketing agent during the check-in process at the airport.
4/5: When I arrived at AirTran departures at the Orlando airport, I asked to be directed to the full-service check in line. An agent pointed me toward the self-check-in kiosks. When it was my turn at a kiosk, there was no one behind the counter, so I told an agent standing nearby that I wanted help checking in. She said, "That's what I am here for." She was very patient as I asked for help changing my seat on the screen (I decided not to go with the exit row, opting for an aisle at the rear of the plane so I could be the first to board and be assured of having room for my carry-on in the overhead bins). When I printed out the ticket, I noticed I was in boarding zone four. I told her I preferred to be in boarding zone three, so she went behind the counter to make the change, switching me to a window seat in the last row, which bumped me to the earlier boarding zone. She displayed no irritation at this, despite the growing line of passengers behind me. I told her I had to make a connection in Atlanta, and she assured me I would not have to go through security and could check in with another airline directly at the gate since I had only a carry-on bag.

3. Friendliness of the gate agent when I request a seat change prior to departure.
3/5: There was no one waiting in line at the departure gate, so I approached the agent to inquire, yet again, about changing my seat, preferring to be on the aisle after all. She obliged this request, handed me my ticket and continued typing away at her computer. I had the feeling she was ready for me to move on, but I asked her if Internet would be available on the flight, and she said it would, without looking up to talk to me. I asked the price and she said didn't know. At this point, a flight attendant standing nearby chimed in, saying he guessed it would be about $9 (it turned out to be less than $5); he told me a promotional code so I could get 20 percent off (AirTran20). Nice touch. The gate agent was not unfriendly, just very neutral, but I felt a bit annoyed that she wouldn't look up from her computer to answer my questions. Her attitude made me feel that she was annoyed by my questions, though they were the kind of queries passengers might normally make.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
4/5: A flight attendant was busy with a trash bag when I boarded, but made a point to look up and greet me. The flight was mostly full, and it was a slow amble down the aisle to the very last row, where I was seated. Two flight attendants were right behind me in the rear galley, and I overheard their conversation. I was surprised they were talking so openly about everything from frustrations with their jobs (the one FA told the other, "I had so many complaints last year, I was sure I was going to be let go,") to the frustrations of male cellulite.

They were also complaining to each other about how they felt dissed by the captain, who hadn't acknowledged them when they entered the plane (seems like I'm not the only one judging friendliness). (I later realized the male FA was flying standby on the flight, but I couldn't know that at first because he was dressed in his uniform.) The female FA was obviously working, but the duo seemed to be spending most of their time chatting, while passengers maneuvered to cram their stuff into the overhead bins. When a passenger looked like he or she was really struggling, the on-duty FA would jump in to help, with a smile. At one point before taking off, I interrupted their conversation to ask for a glass of water (for my imaginary pill) and she said she'd get it for me when she could get to the front of the plane. Once the aisle cleared, she went to the front of the plane and returned with a cup of water. I appreciated that she remembered my request. During the flight, I asked for additional beverages several times and she was happy to get them. I also asked questions about the in-flight Internet, which was cutting in and out. She couldn't help but was apologetic. I also asked her about connecting information in Atlanta, and she was very helpful. At one point, I walked to the front of the plane to request a coffee refill and she said she would bring it to me. But she never had the chance, as the cleanup for landing started shortly thereafter. She apologized for this later.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
3½/5: I was careful to observe the boarding process, and it seemed to me that the FAs were less than helpful with aiding passengers in finding space in the overhead bins. Passengers were mostly left to fend for themselves, and some looked quite frustrated. The beverage service was more efficient than friendly, but I did see a few smiles here and there. It was a very low-key flight, and things went smoothly even though there was a certain lack of cheer in the service.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
3/5: When I arrived in Atlanta the scene was hectic. There was an AirTran agent right outside of our arrival gate helping passengers with connecting information. She was very busy, and I waited in line to ask her where to find my plane. It threw her off a bit that my flight was on another airline, but she quickly determined the gate and sent me on my way with an efficient hand wave.

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AOL Mystery Flyer: Delta Airlines Report Card

AOL Mystery Flyer — 2010-05-03T16:21:00+00:00

Filed under: Air Travel

egmTacahopeful, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how Delta Airlines scored on Friday afternoon's flight from New York to Florida:

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
3.5/5: I called the toll-free number the day of my flight to inquire about my seat. The agent was friendly, telling me it was a window seat and that no other seats were available. I pushed the issue to make sure there wasn't something closer to the front of the plane, and he was apologetic, remained patient, and said that there wasn't. I then asked about the onboard services and he put me on hold to check; he returned a few seconds later to say there were snacks for sale and free soft drinks. I asked about onboard Internet and he said it wasn't available (turns out it was). The only thing I didn't like: at the end of the call, he asked if I needed a rental car, which I declined. Then he launched into a credit card spiel. After I firmly stated that I wasn't interested, he wished me a good day and we said goodbye.

2. Friendliness of the ticketing agent during the check-in process at the airport.
3/5: The line for full service check-in took about 20 minutes, so I had time to observe interactions before mine. The two German passengers behind me were getting impatient with how slowly things were moving, and the fact that only three counters were open to those of us in coach while there were two for first and business classes. I noticed a dearth of smiles from the check-in staff as they processed passengers. Just neutrality to the max. When it was my turn at the counter, the agent affected a bored look but somehow managed to make me feel rushed at the same time. I asked to change my window seat to an aisle and she said there weren't any but that I could try later at the gate. She answered my questions about snacks and services and sent me on my way to the gate with a robotic "Have a nice flight." I know airline staff do this day in and day out. But a touch of humanity would have been nice.

3. Friendliness of the gate agent when I request a seat change prior to departure.
3/5: No agents were at my gate an hour before departure so I attempted to ask at another gate if my window seat could be changed to an aisle, but was told I'd have to do it at my own gate. When an agent arrived at my gate, she looked busy, although nobody was in line. I asked if I could change my seat and she looked up, took the ticket from my hand, typed into the computer, ripped up my old ticket and handed me my new aisle seat, saying, "Here you go." I asked if there were snacks on board and she said they'd be for sale. I asked if water was free, she said "Yes." When I asked if my frequent flier number was on the ticket, she said "Yes" without glancing at it. All business and flavor-free. No time wasted on pleasantries, yet no real rush either.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
5/5: Upon entering the plane, I noticed the flight attendant was busy speaking on the PA system, telling passengers to keep the aisles free, etc. He did not greet me, but that was okay because I could see he was busy, being very friendly despite all the passengers ambling along and clogging the aisles contrary to his pleas. A flight attendant was seated next to me in the jumpseat (my seat was actually the middle, but was considered an aisle since she was next to me). Shortly after takeoff, while the FA was still sitting there, I asked if she would mind getting me some water as I had to take a pill. She said no problem and retrieved the water with a smile as soon as she was able to get up. There was someone in the window seat next to me, and I was feeling quite cramped, so I moved to the jumpseat to spread out (it was pretty much like a regular seat, right next to my own in the row). When the flight attendant came through for the beverage service, I asked her if it was okay that I was seated there, and she said: "It's nice of you to ask." (I guess they appreciate friendliness, too!) She said that since we bonded earlier (over my water request), I could stay there. I enjoyed and appreciated the extra elbow-room.

Later, when I spilled tomato juice on my jeans, another FA brought me a paper towel with club soda and made light of the embarrassing accident, saying there were lots of tomato juice spills that day. I requested another drink, which she promptly delivered. Seated next to the same FA again on landing, I asked if she could recommend a hotel at my destination; she had a tip for that. She told me she had been with Delta 30 years, a long time to work for any employer, especially in customer service; it impressed me that she still maintained such a pleasant demeanor with passengers after all those years.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
4/5: I was careful to watch interactions between the FAs and other passengers. These all seemed very positive, too. The FAs had a way of doing their jobs without seeming stressed or impatient. One FA took a minute to chat in the aisle with a passenger and coo over her baby, even holding it at one point and oohing and ahhing about how cute it was; the passenger clearly enjoyed the attention. All the smiles from the flight attendants were such a contrast to the check-in process. It was a lot friendlier on board.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
4/5: When I arrived at my destination, the departure gates were crowded with the usual harried passengers waiting to board their flights. Three FAs were gathered around the Delta desk when I stepped off the plane, and I interrupted their conversation to ask if they knew where I could buy a ticket for another flight. The one who answered me said she thought I could buy one right here, but she wasn't sure. After asking the agent behind the counter, she told me I would need to do that back at the check-in desk in the main terminal. (They don't handle money transactions at the gate.) Despite the fact that I had interrupted a conversation, the FAs were not abrupt and focused their attention on answering my question.

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AOL Mystery Flyer: Spirit Airlines Report Card

AOL Mystery Flyer — 2010-04-29T17:20:00+00:00

Filed under: Air Travel

PhillipC, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how Spirit Airlines scored on yesterday's flight to New York, La Guardia (originated in Tampa, with a layover in Fort Lauderdale).

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
5/5: When I called customer service the morning of my departure, the operator was very friendly. His name was Herschel (he told me that at the beginning and end of the call), and he used my name a few times during our conversation--a touch that seemed personal without being intrusive. He also asked how I was doing, and seemed pleased when I asked the same in return. He was friendly and professional throughout. I requested a seat by the window and Herschel explained I would have to pay; he then told me the prices for the various available seats. When I declined to pay for a change, he asked if there was anything else I needed, so I asked about baggage allowances, and he explained that, too. Then we said goodbye. I'm awarding the maximum amount of points to Herschel because he was friendly, professional and helpful without being robotic. Those things matter to me.

2. Friendliness of the ticketing agent during the check-in process at the airport.
4/5: In Tampa, I waited for about 15 minutes to check in at the full-service check-in counter. The ticket agent was very friendly and seemed sincere when she wished me a good flight. I appreciated that she made eye contact with me and didn't make me feel rushed as I made my usual inquiries about food (snacks and drinks for sale) and onboard entertainment (none). I asked her if a cup of water was free on board if I had to take a pill and she said "no." A personal touch I appreciated: she suggested that I might want to purchase water in the airport itself, since buying it in-flight would be more expensive. This made me feel like she was on my side.

3. Friendliness of the gate agent when I request a seat change prior to departure.
3/5: There was no one in line at the gate-side counter when I went up to ask for a seat change prior to departure. We were not boarding yet, but the gate agent seemed occupied with other things. She was cordial with me, although not particularly friendly, and I did not feel inclined to linger and ask more questions after she stifled my seat change request with a brisk (but not unfriendly--let's call it neutral) "Sorry, it's a full flight."

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
2.5/5: When we were waiting to taxi, the flight attendants came down the aisle to make sure that everyone was buckled up, that cell phones were off, etc. I was trying to catch their eyes to ask where I could pick up the bag that I was forced to check at the gate before boarding. Granted, this was not the time to ask that question, but it was an opportunity to test friendliness. However, it was impossible to get the flight attendants to look at me after two full passes down the aisles, so I gave up. During the drink service, I asked a different flight attendant the baggage question and she answered it patiently and thoroughly while pausing the drink order. (She told me it would be at baggage claim, with all the other luggage.)

Later, I made my way to the back of the plane, where two flight attendants were standing, enjoying a snack. I asked if I could have a wet paper towel to clean my tray table. One of the attendants pointed to the lavatory and said: "Isn't there one in there?" I said: "Oh, yes, I'm sorry." Then I asked if she knew how I could change my return flight. She said: "You'll have to do that at the airport." I asked if she knew what the change fee was; she said "no" and asked the other flight attendant, who simply gave me an exasperated shrug and an "are you clueless?" look. At the end of the flight, this attendant gave me an extra minute to shut down my laptop without getting annoyed; I appreciated that.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
3/5: General interactions between other passengers and flight personnel seemed fine (they probably weren't as inquisitive as I'd been). Especially during boarding, when helping passengers rearrange their things in the overhead bins, the flight attendants all seemed polite and helpful. Service was very all business throughout the flight--no friendly banter, not a lot of personality, but efficient nonetheless.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
4/5: When I stepped off my initial flight from Tampa, I asked the Fort Lauderdale gate agent waiting outside the gate where to find my connection to La Guardia. (I could have walked to the nearest "Departures" screen and looked for myself.) But she stopped what she was doing, looked at a document she had and directed me to the gate in a manner that was not at all impatient-especially considering the chaotic surrounds of the Spirit terminal, which was teeming with passengers and booming with loud announcements.

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AOL Mystery Flyer: US Airways Report Card

AOL Mystery Flyer — 2010-04-27T14:29:00+00:00

Filed under: Air Travel

cliff1066, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how US Airways scored on yesterday's flight to Tampa, FL.

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
4/5: A few hours before my departure time, I received two conflicting emails and voicemails from US Airways about a potential flight delay. I called the 800 number to see what was going on. The operator was efficient and answered my questions in a polite and patient way. She gave me the bad news that I had a middle seat for the first leg to Charlotte and said the only other available seat was in the middle as well.

2. Friendliness of the ticketing agent during the check-in process at the airport.
4/5: In the interest of engaging staff at check-in, I stood in the full-service line with my carryon bag. There were a few people in front of me. When it was my turn, I approached an empty counter, and the ticket agent waved me to the self-check in, even though it was clear that I was looking for him to check me in. I said: "Actually, I was hoping to give you my confirmation number so you could check me in." He said that was fine. The rest of our interaction was friendly, and he answered my usual questions about in-flight services politely and with a smile. He told me changing my middle seat was not possible since the flight was totally full.

3. Friendliness of the gate agent when I request a seat change prior to departure.
2½/5: There was a short line at the departure gate in Richmond, and a US Airways employee was talking with a passenger whose flight had been canceled due to weather in Philadelphia. His options for flying out the next morning were detailed to him by the gate agent. When the passenger inquired whether the airline would cover a hotel for the night, he was answered quite abruptly and told in no uncertain terms that that was not an option due to the nature of the cancellation (weather). The man was waved off in a 'Sorry, Charlie, nothing we can do about this' manner; then it was my turn with the same gate agent. I prefaced my query by saying: "I'm sort of confused because I've received a few phone calls today and I wonder if my connecting flight to Tampa is delayed." The gate agent was quite abrupt and asked: "Where are you going right now?" I told him and he said: "Well, you're in the right place; it's boarding now." As he tried to shoo me back into the boarding line, I said I had wanted to inquire about a seat change. He was firm but not rude, explaining that the flight was full and there were no available seats. His behavior was neither friendly nor rude, just busy and efficient and slightly harassed.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
3/5: When I boarded the plane, the flight attendant who usually greets passengers was using the phone. She neither turned to look at me nor greeted me when I walked onto the plane. She was busy untangling the phone's cord as I stood there and waited to pass. She looked busy, I felt invisible. It wasn't the best way to start the flight. But the rest of the onboard interactions with flight attendants were fine. At one point during the drink service, I asked if our flight was going to be late getting in and the flight attendant said: "I don't know, I'll find out for you." But she never came back with the information; however the captain made an announcement shortly thereafter about our arrival time. When I interrupted the flight attendants at the back of the plane for a second drink, they were very accommodating. In general: there were not many smiles, but all of the onboard services were carried out in a professional, efficient and polite enough way.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
4/5: I did see quite a few friendly interactions and joking between the flight attendants and other passengers during my flights, which is why I'm bumping the overall score up to a four. We were delayed nearly an hour arriving into Tampa due to weather. As we exited the plane, I thought the flight attendants were quite friendly with everyone. They were probably as happy as we were to be done for the night, since it was 11 p.m.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
5/5: When I stepped off my initial flight from Richmond into the Charlotte airport, the scene was chaotic and my arrival gate was crowded with passengers. I went up to a gate agent who was obviously busy doing something else to ask where to find my connecting flight to Tampa. (If I were not researching friendliness, I would have just found a screen for the information.) She was very friendly, looked up at me, then looked at her papers, found the information and pointed me in the right direction.

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AOL Mystery Flyer: JetBlue Report Card

AOL Mystery Flyer — 2010-04-23T13:17:00+00:00

Filed under: Air Travel

mrkathika, flickr

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question: Is there a price for nice?

Read on to see how JetBlue scored on yesterday's flight to Richmond, VA.

1. Operator's response to pre-flight requests (such as a seat change) when I called the airline's toll-free number the day of departure.
4/5: It's hard to judge friendliness over the phone, but the operator was apologetic for my long hold time and patiently answered all my inquiries about seat change, in-flight entertainment and baggage allowance with no sign of exasperation and no rush.

2. Friendliness of the ticketing agent during the check-in process at the airport.
5/5: I was subjected to a bit of a wait in line at the full-service check-in counter. But the service was remarkably friendly and, again, very efficient. I asked a long string of typical questions (about food, entertainment, baggage, the gate, my seat, etc.) and was met with eye contact and a complete response, along with a few smiles as well. What's the harm, right? I had the feeling the employee liked his job (or at least didn't hate it), and he made me feel like the valued paying customer that I am. Changing my seat was no problem and I was given an aisle at the front of the plane. Feeling unrushed by the ticket agent meant a lot to me, as I felt at ease to ask any questions I had, no matter how basic they were.

3. Friendliness of the gate agent when I request a seat change prior to departure.
4/5: The gate agent was involved in some paperwork when I went to the counter to ask her for a seat change. She made eye contact then looked for a seat and quickly informed me the flight was full. As I continued with questions, she put down her papers and listened and answered. She wasn't going overboard with the smiles but it didn't matter -- it was clear she was busy preparing the manifest, but she made me feel like my questions were valid and answered them with patience.

4. Friendliness of flight attendants to my requests for a blanket, an extra beverage and anything else I might need during the flight.
5/5: Once I found my seat on board, I realized there was no space in the overhead bin. I started to look around and before two seconds had passed, the flight attendant offered to take my heavy bag for me and find space for it a few rows behind my seat. The captain stood at the front of the plane and talked on the PA to explain our delay; he apologized profusely, saying that there would be a free offering (it turned out to be headphones for the entertainment system, which usually cost $2). His personal tone added to the warm and fuzzy vibes, and I got the feeling he was genuinely sorry we'd been delayed an hour switching gates. Once the service started, the flight attendants (both male) were very efficient and friendly, greeting people with "Hello" before asking for their drink orders. (I liked how they were friendly but not robotic.) And later, when I asked for another drink while the flight attendant was walking down the aisle with a trash bag collecting old cups, he dropped what he was doing and went to get me one.

5. Friendliness of general interactions between airline personnel and other passengers that I observed during my travels.
5/5: It's my job to eavesdrop on interactions with fellow passengers, and everything I observed showed friendliness to others, as it had been to me. While waiting to board, the JetBlue gate staff kept us constantly informed about what was happening with the gate change and delay, and as a result there wasn't a long line of stressed passengers waiting to talk to them. Onboard, the flight attendants seemed laid-back but professional, chatting with passengers about the NFL draft and helping assure an anxious woman who had wandered to the front that a wheelchair would be waiting for her on arrival.

6. Friendliness of gate agent upon arrival when I ask for help finding a connecting flight or the baggage claim.
5/5: When I disembarked from the plane, I realized there was no gate agent outside, as it was not a connecting city. So I went back against the flow of exiting passengers and re-entered the jetway to find an agent to ask a random question. She didn't balk at my re-entry and waited for my request, which was: "How do I find ground transportation here?" (Totally random, right? I mean, surely I could find that out at baggage claim or at some service desk away from the jetway.) Instead, she made eye contact, smiled and told me my options -- all while waiting for the passenger who needed the wheelchair to emerge from the plane.

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Who Flies the Friendliest Skies?

AOL Mystery Flyer — 2010-04-20T10:15:00+00:00

Filed under: Air Travel

SC Fiasco, flickr

AOL's Mystery Flyer goes undercover to find the friendliest flight attendants and the most helpful service. Follow the journey on Twitter.

No hot food, no pillows and blankets, and on some flights, no complimentary water. What's left? The one thing that can turn a long, meal-less coach flight from an ordeal to a joyride is...friendliness: helpful airline personnel and flight attendants with a positive attitude.

Over the next few weeks, I'll be traveling coast-to-coast on ten of our country's busiest airlines as AOL's Mystery Flyer. And I'll be looking to answer one really important question:

Is there a price for nice?

By now, most airlines have snatched up our blankets and put those free pillows to rest. Want a drink? That will be five dollars -- "Exact change only" or "Sorry, we're a cash-free airline" -- thank you very much (or not). On some airlines, you can't even count on water being free. And checking your bag, as we all know, probably comes with a fee.

Airlines are adding insult to injury to even their loyal customers, gouging frequent fliers with new co-pays when they "buy" tickets or upgrades with miles. (Example: upgrading an economy class ticket to Hawaii to business class on United Airlines now costs Mileage Plus members 17,500 miles plus a co-pay of $300.)

There could be even more bad news ahead.

In Europe, budget carrier Ryanair will soon start charging passengers for the pleasure of using those cramped and germ-laden lavatories -- a bold move that's been criticized across the industry, but is very likely to come to pass.

Here in America, the latest pay-for-your-carry-on insult from Spirit Airlines rings like a harbinger of outrageous costs yet to come. (When even senators are fighting back with the recent Free of Fees for Carry-On Act, you know that things have surely reached a new low.)

But as I see it, there's no need to further drive home the bad news.

As AOL's Mystery Flyer, I'm setting out in search of good news.

Who, among our major carriers, would win Miss Congeniality?

With everything else stripped bare, service with a smile and a helpful attitude is the only way airlines can truly differentiate themselves to the flying public. The friendliness of the face they put forth to you -- the paying passenger -- can go a long way in easing the stress and discomfort of air travel.

From check-in and boarding to interactions with airline staff, both onboard and when catching a connection, I'm going to take a close look at the entire flying experience.

The airlines I will be flying are:

1. United Airlines
2. Continental Airlines
3. Delta Airlines
4. Southwest Airlines
5. JetBlue
6. AirTran
7. American Airlines
8. US Airways
9. Alaska Airlines
10. Spirit Airlines

I'd like to think there's some truth to the idea that treating others as you'd like to be treated is still worth something, even in the high-stress world of air travel. So I will be unfailingly polite. Even if I'm confronted with a Debbie Downer-type along the way (you know, the flight attendants who snap at you as if you're a willful kindergartner), count on me to remain as upbeat as possible throughout the whole experience.

But I'm not just going to sit quietly in my cramped seat.

I'll be creating as many interactions with airline personnel as possible, and I'll be rating each airline on how typical passenger requests are handled. I will:

1. Request a seat change when I call the airline's toll-free customer service line prior to departure.
2. See how friendly the ticketing agent is during the check-in process at the airport.
3. See how the gate agent reacts to my request for a seat change prior to departure.
4. Make multiple requests during my flight, for a blanket, an extra beverage -- and just about anything else I can think of.
5. Observe interactions between other passengers and airline personnel.
6. Upon arrival, ask the nearest gate agent how to find a connecting flight.

It is my mission to give the airlines every opportunity to treat me with the friendliness that I believe every paying passenger deserves. The point isn't getting what I ask for each time, it's how my request is handled. For example, if I ask for an extra beverage and there are none, what will the flight attendant say -- and how will he or she say it?

So please, come along and see just how far all my niceness gets me.

I'll be tweeting regularly to let you know how it feels to be an anonymous coach-flying passenger in today's un-glamorous world of air travel.

When it comes to packing, I plan to travel light. A regulation-size carry-on will be my only accomplice, but I'll make sure it's packed to capacity. Will I find space in those crowded overhead bins? And how will the flight attendants assist me if there is no space?

If you have your own ideas for how I can better investigate the no-frills flying experience, I'm all ears. My cell phone will be on at all times -- except when I'm told to turn it off. But boarding is about to start...so do get back to me soon with your thoughts!

Here's hoping the friendly skies can be more than just a myth.

Airline Report Cards

See the results as they come in:

JetBlue

US Airways

Spirit Airlines

Delta Airlines

AirTran

American Airlines

Alaska Airlines

Southwest Airlines

United Airlines

Continental

See how the competition stacks up:

	JetBlue	US Airways	Spirit	Delta	AirTran	American	Alaska	Southwest	United	Continental
Operators response to pre-flight requests	4	4	5	3½	3	4	3½	5	4	4
Friendliness of ticketing agent	5	4	4	3	4	4	5	4	4	5
Friendliness of gate agent prior to departure	4	2½	3	3	3	2	4	5	5	4
Friendliness of flight attendants	5	3	2½	5	4	5	5	5	2½	5
General interactions between airlines and passengers	5	4	3	4	3½	5	5	5	4	5
Friendliness of gate agent upon arrival	5	5	4	4	3	4	5	4	N/A	5
Average	4.7	3.8	3.6	3.8	3.4	4	4.6	4.7	3.9	4.7

Note: Ratings are based on a 5 point scale.

Follow me on Twitter as I go undercover to see how America's most popular airlines rate when it comes to service in the sky. Questions? Comments? Thoughts? Join the conversation by ending your tweet with #spyinthesky

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