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Airline Booking Agent Tells All In Online Q&A
There are entire websites and forums dedicated to maximizing your travel miles and getting the best bang for your buck when it comes to purchasing airline tickets. But rarely do we hear from those behind the reservations desk ... until now.Over on Reddit there's an ongoing Q & A with "TravelAuthority," a reservations agent for airlines like Delta, Air France and KLM. We're sharing some of our favorite questions and answers from the thread. He shares that his Twitter handle is @Jackson_Dai and identifies himself there as the "world's best Delta Skymiles booking agent." He says he flies 200,000+ miles per year.
"Ask me anything about working for an airline, the flight benefits, using miles, earning miles, avoiding stupid airline fees, low fares, partner airlines, Skyteam vs Oneworld vs Star Alliance or anything really," he challenged readers. So far, the thread has more than 1,300 comments.
Note, quotes are taken verbatim.
Q. Any general advice? Like the best time to shop for a fare, the best agency or website, how far in advance to book...
A. Best website: Bing.com/travel - the fare predictor is pure genius. Not even Delta agents have access to that information. A close second would be Skyscanner. In general you want to book 6 weeks to 12 weeks in advance. Any earlier and the flights won't be on sale, any later and the others will have already snapped up all the low fares. Award tickets are another animal though.
Q. What is the fastest way to rack up miles? Credit Cards? Special promos or secret deals?
A. Credit Cards are the best. Some people run their businesses off their credit cards and rack up millions of miles pretty easily. Suntrust Bank also has a checking account with a Skymiles debit card. That account is nice because the electronic bill pay also earns miles. So you can pay your rent/mortgage via bill pay and get miles for it. And if the person or org you're paying doesn't accept electronic payments it mails them a check.
Q. I'm 6'6". I'm flying back from Shanghai to DTW in a few weeks. Can you help me figure out the best way to get a seat with legroom? In general I arrive at the gate early to see if I can find my way into a better seat. Is there anything else I could do?
A. Go with Economy Comfort or Exit Row. That may cost you a bit though. Also take a look on Seatguru.com to determine witch seats have the most legroom. Unethically, you could call the reservations agents and say you have a medical disability that requires a bulkhead seat (you don't have to state exactly what it is and Delta agents are forbidden to ask).
Q. ... any tips on how to get any freebies/upgrades/benefits?
A. Yes, after your flight you should call or email (preferably the later) and let them know about every single thing you didn't enjoy about your flight (food, movie selection, rude flight attendant, tray table didn't work, Wi-Fi didn't work etc.). The airlines have a specific department to deal with complaints and they'll give you tens of thousands of miles, free business lounge passes, travel vouchers, drink tickets, etc.
Q. ... any special "tips" for international flights and getting the lowest fare? Does it even help if you book super far in advance? (+6 months)
A. Unless you're booking business/first class, booking super far in advance is always a bad move. Airlines charge higher fares for those reservations. It's just like in the tech world where the early adopters pay more. What kind of "tips"? Ethical or Unethical? I have lots of both. There are lots of unethical ones like booking child fares for adults to get 10-20% off or using bereavement/medical exemptions to get cheaper last minute fares or to get agents to waive change fees. Delta/AirFrance/KLM require a bit of info such as a hospital name, address, and phone number for a medical fare but they NEVER call to check up on it so I'm surprised more people don't just lie about it.
Q. What qualifications do you need to be a reservation agent?
A. They prefer 2 years of sales or call center experience. Nothing other than that. Well, you do have to pass an incredibly thorough FBI background check but that's all.
Q. Would this be a viable career for someone with a family?
A. Yes, definitely. The average age of the reservations agents and flight attendants in pre-merger Northwest cities (Minneapolis, Detroit, Seattle etc.) is probably 45 or higher so most of them have families. The hours are super flexible, the health benefits are decent, the pay is solid, and your spouse, parents, and kids fly free.
Q. Wow, everyone flies free? That is such a great deal. I need to look in to this. What airline is the best employer?
A. If you're in the US it's Southwest Airlines. No Question. Highest pay, best benefits, best management. Delta or United/Continental will offer better flight benefits because of their larger network but that's about it.
Q. Is it possible to work for Star Alliance in general and then get flights all over their network? Is that what happens when you work with United or continental?
A. Flights on other airlines are heavily discounted (75-90%+) but not free. Actually, most airlines extend those heavily discounted travel tickets to employees of competing airlines too. For instance, Delta employees get 90% off tickets on United, British Airlines, Finnair, JetBlue, US Air, Alaska, Hawaiian, Japan Airlines, Thai Airways, Singapore Airlines, Korean Airlines etc.
Q. I have a United Mileage plus rewards program. How would you rate it?
A. United's program is really good for award redemption, much better than Delta actually. Delta's program is better for complimentary upgrades and accruing miles.
Q. Another question, about how to send in complaints.
A. Did you use the comment/complaint form on Delta.com? Or did you mail in a letter? If you send in an email it should have the words "Platinum" or "Diamond" in the text somewhere (e.g. "I'm not yet a Diamond Medallion but..."). The system will flag your email and give it higher priority because it tries to pick out the complaints from "high value" customers and move them to the front of the queue. It's unethical but it helps. If you call again make sure you talk to a supervisor. Updated: Better yet. Call the customer care dept. 404-773-0305 At the first prompt use option 1 if you have a Skymiles account and option 2 if you don't. At the second prompt use option #7 to get to an agent.
[Flickr via simon_sees]
A. Unless you're booking business/first class, booking super far in advance is always a bad move. Airlines charge higher fares for those reservations. It's just like in the tech world where the early adopters pay more. What kind of "tips"? Ethical or Unethical? I have lots of both. There are lots of unethical ones like booking child fares for adults to get 10-20% off or using bereavement/medical exemptions to get cheaper last minute fares or to get agents to waive change fees. Delta/AirFrance/KLM require a bit of info such as a hospital name, address, and phone number for a medical fare but they NEVER call to check up on it so I'm surprised more people don't just lie about it.
Q. What qualifications do you need to be a reservation agent?
A. They prefer 2 years of sales or call center experience. Nothing other than that. Well, you do have to pass an incredibly thorough FBI background check but that's all.
Q. Would this be a viable career for someone with a family?
A. Yes, definitely. The average age of the reservations agents and flight attendants in pre-merger Northwest cities (Minneapolis, Detroit, Seattle etc.) is probably 45 or higher so most of them have families. The hours are super flexible, the health benefits are decent, the pay is solid, and your spouse, parents, and kids fly free.
Q. Wow, everyone flies free? That is such a great deal. I need to look in to this. What airline is the best employer?
A. If you're in the US it's Southwest Airlines. No Question. Highest pay, best benefits, best management. Delta or United/Continental will offer better flight benefits because of their larger network but that's about it.
Q. Is it possible to work for Star Alliance in general and then get flights all over their network? Is that what happens when you work with United or continental?
A. Flights on other airlines are heavily discounted (75-90%+) but not free. Actually, most airlines extend those heavily discounted travel tickets to employees of competing airlines too. For instance, Delta employees get 90% off tickets on United, British Airlines, Finnair, JetBlue, US Air, Alaska, Hawaiian, Japan Airlines, Thai Airways, Singapore Airlines, Korean Airlines etc.
Q. I have a United Mileage plus rewards program. How would you rate it?
A. United's program is really good for award redemption, much better than Delta actually. Delta's program is better for complimentary upgrades and accruing miles.
Q. Another question, about how to send in complaints.
A. Did you use the comment/complaint form on Delta.com? Or did you mail in a letter? If you send in an email it should have the words "Platinum" or "Diamond" in the text somewhere (e.g. "I'm not yet a Diamond Medallion but..."). The system will flag your email and give it higher priority because it tries to pick out the complaints from "high value" customers and move them to the front of the queue. It's unethical but it helps. If you call again make sure you talk to a supervisor. Updated: Better yet. Call the customer care dept. 404-773-0305 At the first prompt use option 1 if you have a Skymiles account and option 2 if you don't. At the second prompt use option #7 to get to an agent.
[Flickr via simon_sees]
Filed under: Airlines, Airports, Budget Travel, Internet Tools, News, Travel Deals
Reader Comments (Page 1 of 2)
J. Jones Jun 19th 2012 2:35PM
Good article -- a few tips that generally only us very frequent travellers know. He failed to comment on one item. The very best way to get good benefits is to have a lot of lifetime miles on one airline. I read about this 32 years ago, and have only flown on one airline since then. I'm glad I chose United, because after the UA/CO merger, I can go anywhere (pretty much) on earth. I sure wouldn't choose Jet Blue or Southwest -- I like a big airline company, one like United or Delta that has plenty of back-up reserves in case something goes wrong. All of those people stranded by JetBlue a couple of years ago were stuck because there is no back-up. They have just enough people to run the airline -- but when something goes wrong passengers are out-of-luck. I've found that it is better to pay a somewhat higher fare, and travel on a large airline company -- and once you choose one, then don't bother to look at fares on other airlines. As a United million mile flyer -- I can say that the benefits you get far outweigh the small amount you save by fare shopping and travel on who ever has the lowest fare.
Jay Jun 19th 2012 2:42PM
Really don't like the part about faking a disability for a bulkhead seat. Especially today with all the disabled military members, in addition to those that were already qualified before war. Shame on you for making such a suggestion.
Marcus Jun 19th 2012 4:42PM
He did mention it was unethical. He was taking an honest approach to revealing that there a way/backdoors to many different things regarding the subject of this article.Wake up! LOL.
suzie Jun 19th 2012 4:42PM
I so agree with you Jay. I felt that to be very wrong.
Theresa Jun 19th 2012 3:24PM
It is horrible to advise people to fake disabilities in order to get a bulkhead seat. Please never do this. It makes it harder for people who legitimately have disabilities and may cause those who really need those seats to not get them. People with service and guide dogs need bulkhead seats to accommodate the dog. If you don't have a disability, have some courtesy for those who do.
Also, if you fake having a loved one with a medical emergency or a death in the family, you are abusing the privilege. Airlines will likely become even more stringent with their rules or do away with it altogether if people are lying.
Even though the article says these things are unethical, they shouldn't have ever been brought up. Might I always suggest fixing the spelling issues as well.
Bridget Jun 19th 2012 4:05PM
As helpful as this article may be, it fails to mention that the sooner you book a flight, the better chances you have of obtaining a seat and getting good prices. 6 to 12 week may not be enough time, especially when it comes to looking for flight diring holiday weeks. If someone waits too long to book a seat I can guarantee they will be paying a higher price and that is if they can purchase a seat at all.
Goose Jun 19th 2012 5:38PM
Why would they recommend a reservation agent to be a good career? My wife was one for Alaska airlines. The pay wasnt that good; you work weekends, holidays and off hours; so thats flexible? I dont think so. Then they lay you off when they have a bad quarter. That doesnt sound like a good recommendation to me.
Dan Jun 19th 2012 4:32PM
Not to mention that the flight benefits are almost non existant, especially if you are a new hire and low on the seniority list. Too many people flying on aircraft that are already overbooked, means that even high seniority employees can't get rides.
Marcu Jun 19th 2012 4:42PM
It all depends on who you work for, and the policies and procedures in place to allow for that flexibility.
Mildred Rodriguez Jun 19th 2012 4:31PM
I have a Fox Terrier, weighs 29 lbs. He is also a Support/Emotional dog. I have heard that to fly he does not pay. But, does he have to wear a muzzle ? Can he ride in the cabin with me? And which airline allows the animal to ride in the cabin ?
THE emotional part is me, and the service support is him. His name is Indi, for Indiana Jones. I haVE All tags and papers, I am 80 yrs old, and I have become araid to fly.
" THERESA IS RIGHT ABOUT DISABLED PEOPLE." i HAVE VASCULAR DISEASE, DIABEITIS,BAD CIRCULATION, AND ARTHRITIS OF THE KNEES, AND CORONARY HEART DISEASE. Does that make me disabled. Thank you for your attention to this matter.
Thank you Theresa for mentioning bulkhead seat. I never knew they existed. Millie
Thank you again
Marcus Jun 19th 2012 4:42PM
You dont need to fly sister... You would be likely to cause a full flight to divert along its path to a city other than where it was indeded to go to seek medical attention for you, utimately cause you to be removed, and cause other passengers to miss their connections if the plane was headed for a hub. Greyhound, Amtrak, or rental car will be your best option. :)
Nopewrong Jun 19th 2012 8:40PM
There should be a law passed to require all airliners to have at least 95% of seats filled before departing. If not, fine them. Airliners must find ways to fill up the seats by calling destination cities to help with ticket discounts or incentives. Many people would jump to attractive ticket discounts on any given date and time if given the chance. Many people would fly at any given last notice just for the kick o f it.
Nopewrong Jun 19th 2012 8:40PM
Destination cities benefits greatly from more people flying toward them. They will stay around to spend .. Cities can offer discounts to passengers to bring more of them in to spend .. Detroit can do that..
Frank from Florida Jun 19th 2012 8:41PM
Wow, more good info. We fly delta when possible, & think they are great. Halifax was great to us on 9-11 when returning home from Amsterdam. When stuck in Barcelona to Moscow they got us back to New York, [I didn't want to go back to Moscow anyway]. Etc. etc. etc. Delta pts. have worked for us. Dubai was great for us & all first class, with a family airline [Aeroflot]. Tell us where to go next?
Were're both 71 yrs. young.
cherie Jun 19th 2012 8:40PM
I agree 100% that Southwest is a stellar airline. I flew them last month for the first time an I was impressed with the friendliness an every flight was on time . As for you who did not have the where with all to answer her questionsan instead made fun of her traveling,shame on you. Millie you go sister!!!
Penny Sullivan Jun 19th 2012 8:40PM
I agree with sending the airline any complaints. With most airlines they will offer you something..
Spirit is another story.. They are impossible to deal with. I had a bad experience and they even sent my luggage to the wrong place and wouldn't even talk about fixing the problem.. They actually blamed me. I was really disappointed. They want you to believe they are cheaper to fly but in reality they aren't because of all the extras.. I even tried to send a letter directly to their corporate offices but heard nothing..
C. John Jun 19th 2012 8:41PM
Good info -- however to suggest feigning a medical condtion is pretty pathetic and am surprised the author would even suggest such.
No wonder this Country is in trouble !!!
Beverly Jun 19th 2012 8:41PM
What airline lets me bring my 40 lb dog on board? I don't want her in a cage in the bagage. She would happily stay in a crate with me. I want to take her to Detroit from Phoenix.
2nd question: How can I tell which flights are most likely to get overbooked?
chucky Jun 20th 2012 9:34PM
As far as I know, no Airline lets a large pet (more than a lap dog) travel in the cabin. The only exception I know of is a certified service animal. Other wise they must fly in an animal transport cage under the plane. And not all airlines transport.
Pat Jun 21st 2012 4:30PM
Bereavement/medical exemptions?!?!? Are you kidding? Since when? What airlines?