The Art & Science of Cultivating Consumer Value

Travel industry loyalty marketing and rewards programs have seen a 31.2% decline in active participation since 2007, according to COLLOQUY survey research on U.S. consumer attitudes and perceptions in the recession economy. Continue reading →

Summer’s coming, and with it hordes of travelers. It’s the time of year when you can get stuck in a security line for two hours. Or get a smoky room in a noisy hotel. Or get a rental car that’s ready for the resale lot. Unless, of course, you get an upgrade. But how exactly do you do that?
Continue reading →

The recent dust-up over humiliating and invasive body searches by the Transportation Security Administration has fixated our collective attention on the wrong issue. Of course patting down a woman’s bra – a knee-jerk reaction to the two Chechen women who were thought to have carried nonmetallic explosives on two Russian airlines that were bombed – is a bandage solution to the security threat from terrorists. Where’s the real danger?
Continue reading →

The latest salvo against the airline industry came recently when ultra-low cost Spirit Airlines announced a sensible proposal to charge travelers’ for carry-on baggage. Without delay the popular media, including one of my favorite reporters—Neil Cavuto—who berated Spirit’s CEO on Continue Reading…

I seldom buy into the latest travel hype, especially when it’s negative, but I have to agree that this summer is shaping up to be a bad time to travel. Airfares are high, hotel rates are higher, the dollar is Continue Reading…

Joel Widzer’s friends rave about cruising, but he has never understood the appeal. Being stuck on a boat for days at a time just isn’t his cup of tea. After hearing about such cruise-industry problems as noroviruses, missing passengers, pirates and sinkings, Joel hasn’t changed his mind. What are his chances of going on a cruise? Slim to none.
Continue reading →

Some have suggested that forcing airlines to allow one free checked bag will dramatically reduce Transportation Security Administration (TSA) airport checkpoint wait lines. That suggestion overlooks basic facts. There is a cost to transporting bags, and many carriers have adopted Continue Reading…

I have long extolled the benefits of customer databases, which help travelers and travel providers build mutually beneficial relationships. By tracking their best customers’ preferences and purchases, providers can reward them with upgrades, special pricing, personalized service and other perks Continue Reading…

Over the past week, the airline industry has been hit with a triple whammy. Oil seems to have settled into a comfortable range of trading at over $105 a barrel, three U.S. airlines bit the dust, and the annual Wichita Continue Reading…

When safety is more important than one person’s comfort Imagine my surprise when the ticket agent told me that I did not have a first class seat. What? I sputtered. But I confirmed that seat just an hour ago!

Air fares normally drop faster than leaves during the fall. But this autumn, a series of ticketing fees promise to keep prices a little higher.
Continue reading →

At the height of the Great Depression, Franklin D. Roosevelt took the occasion of his first inaugural address to remind Americans of their common enemy: fear. So, first of all, let me assert my firm belief that the only thing Continue Reading…

Summer travel got you down? Airports jammed? Flights canceled? Take some advice from a 3-million miler: Plan ahead, be proactive and practice patience. And, oh yeah, finesse your frequent-flier program for all its worth. Joel Widzer tells how.
Continue reading →

A lot of noise has been made recently about the coming consolidation of the airline industry and the doomsday effect such mergers would have. In my typical style, if I can’t add much more than a rehash of current events, Continue Reading…

Stay Regular on the Road This Holiday Season Whether you plan to be on the road or celebrating at home for the holidays, you’ll likely get caught up in the excitement and the frenzy the season brings.

It’s time to give your elite status a boost. I’m not talking about your frequent flier mileage statement – I’m referring to the number of points or miles you have that will provide you elite membership with your preferred airline next year.
Continue reading →

Experience luxury travel at very affordable prices I have traveled a lot this year. In fact, I have traveled 245,000 miles to 21 countries: Argentina, Brazil, Uruguay, Panama, Mexico, Canada, Spain, France, Germany, Austria, Switzerland, Monaco, Italy, Czech Republic, Hungary, Continue Reading…

Tips to fight the ills of long-haul flights Jets are great. They allow eager travelers and hard-charging business people to travel thousands of miles in a matter of hours.

Mark Twain, renowned for his “rumors of my death have been greatly exaggerated” remark, had he lived a century later, might have been referring to the airline industry.

Airline travelers have been tempted recently by the lofty idea of a so-called “Passenger Bill of Rights.” The premise of this new proposed legislation is that if Congress gets involved in the airline industry again, air travel will return to Continue Reading…

The Internet has certainly been a boon to travelers, especially those looking for a place to stay. Countless Web sites offer hotel searches and price comparisons, and many also offer pictures of hotels, online reservations, package deals and even travelers’ Continue Reading…

Let’s be honest: I have wine anxiety. Whenever I’m invited to a dinner party and decorum dictates that I bring a bottle of wine, I go into a little panic. Will I bring a suitable vintage? Will it complement the Continue Reading…

I recently attended FFP 2007, the third-annual conference of frequent-flier program (FFP) executives, which was held in Vancouver, British Columbia, at the end of February. I was one of two journalists invited to attend, and I was curious to see Continue Reading…

A contrarian’s choice: South Africa

Sure, the 2010 World Cup will stop by, but the time to visit is now
Continue reading →

Also Aviable at MSNBC.com

London is a favorite destination for many Americans, especially those venturing off to Europe for the first time, but it has never much appealed to me. I had been there just once — 14 years ago, on my own first trip abroad — and I found it boring and bland. But recently I made a return trip to London, enticed by a highly discounted business class fare on Delta Air Lines, and now my opinion of the city has changed completely.
Continue reading →

Also Available at MSNBC.com

It’s a mere six weeks into the new travel year and I’ve already reached the top tier of the loyalty program with my preferred airline. That means that I’ll retain the highest level of membership through February 2009. At this point, most travel theorists would say: “Spread the wealth and move on to another airline.”
Continue reading →

Deciphering airfares is almost as difficult as understanding Peyton Manning’s offense. You have fare bases, fare codes and buckets; refundable tickets, nonrefundable tickets, upgradeable tickets and not. And, oh yeah: A fares, B fares, Y fares and blackouts. Well, you Continue Reading…

In my last column, I wrote about my friend Maryam, whose trip to Hawaii was tarnished by several booking mistakes. Since that column generated a lot of interest, I thought I would tell a different story this time– a story Continue Reading…

A new year inevitably brings about a list of resolutions, such as losing weight, saving money, living a less stressful life or taking that dream trip.

Increasingly, travel is woven into our daily lives. Whether for business, pleasure or holiday merry-making, travel is as much a part of our lives as MP3 players and cable TV.
With so many people traveling (42 million Americans will travel over the holidays alone), I’d like to make the case for treating travel as a hands-on adventure, rather then a passive sightseeing opportunity. It can make a big difference in the rewards you reap.
Continue reading →

Hotel hospitality often times makes or breaks a trip
The world is not wanting for world-class museums, historical churches or breathtaking views. Nor is it lacking in companies providing planes, trains or automobiles. What the discerning traveler does not find often enough are travel providers offering high-quality service.
Continue reading →

After spending a week in Ethiopia with no connection to the civilized world, I returned to Dulles Airport in Washington, D.C., to see the most ridiculous headline of the year: “US Airways makes $8.76 billion bid for Delta.�
I thought that maybe I was delusional or suffering from malaria.
Continue reading →

Imagine my surprise when the ticket agent told me that I did not have a first class seat. “What?â€? I sputtered. â€?But I confirmed that seat just an hour ago!â€? On this particular occasion, comfort was foremost in my mind. Just a day earlier I had flown 8,000 miles home from Vietnam, and now I was jumping on a plane for another 6,500 miles to the South of France. When you’re traveling more than halfway around the world in less than 24 hours, comfort seems like a big deal. But the agent…
Continue reading →

Deadlines are approaching: Don’t miss out on your rewards Are you a frequent flier, frequent car renter or frequent hotel guest? Have you checked the calendar lately? Important deadlines are fast approaching. If you don’t plan ahead, you may lose Continue Reading…

Don’t buy into propaganda. The state of air travel has improved By know we have all been inundated with reminders that we passed the fifth anniversary of 9/11 on Monday. Americans cannot and should not forget the atrocious attacks on Continue Reading…

Europe has not been on my list of top travel destinations this year, mainly because of the unfavorable exchange rate. My theory of “contrarian travel” generally takes me to places offering better value but, like many travelers, I sometimes yearn Continue Reading…

Starting Oct. 1, 2006, American Express will eliminate a valuable point-earning scheme for holders of its Green, Gold and Platinum cards when it stops awarding double points for “Everyday Spending,” i.e. purchases made at supermarkets, drug stores and gas stations.

How to get a sweet ride without breaking the bank On a recent trip to Spain, I rented a BMW 3 Series car with Hertz’s NeverLost GPS system and unlimited mileage for 92 euros a day.

These days, smart travelers are going off-peak and off the beaten path My favorite column topic, by far, is the idea of contrarian travel, or traveling against the grain. It’s my strategy for getting luxury for less.

3rd-party sites have revolutionized travel, but their time has passed For all their usefulness, third-party travel Web sites can be as much a burden as a boon. The conventional wisdom is to check three or four Web sites before purchasing Continue Reading…

Some countries require passport be valid for 3-6 months from start of trip I was recently in the Atlanta airport, headed for a flight to Tel Aviv, when I noticed something odd: a young man and his 3- or 4-year-old Continue Reading…

A key principle of my travel strategy, which I call “Contrarian Travel,â€? is to travel against the grain: Go off-peak, follow the dollar, look for distressed properties, eschew all trends — in general, look for the destinations and travel providers that need your business the most. Right now, the dollar is somewhat weak, especially in Europe, where it is currently…
Continue reading →

Think carefully about transportation for your trip: A few scenarios Summer is around the corner and families are looking forward to their vacations.

Anyone who’s ever opened a newspaper or flipped on a TV knows the national media is overwhelmingly anti-airline — except, of course, for the flattering attention paid to the industry darlings:

Tips to fight the ills of long-haul flights Jets are great. They allow eager travelers and hard-charging business people to travel thousands of miles in a matter of hours. Some of them get used to the stresses of “transmeridian travel” Continue Reading…

Cell phones are coming to air travel, that you can bet. Why, just last week Air France opened the Airbus door to ring tones, inane chatter and “Can you hear me now?” Beginning early next year, passengers on some of its routes will be free to use their cell phones in flight. It’s only a matter of time before U.S. carriers follow suit.
Continue reading →

I have long been a contrarian traveler. I travel off peak, I go to out-of-the-way places and I look for full-service luxury on a penny pincher’s budget. Sometimes, I strike out. But usually, I travel in style and have a wonderful time. Recently, my travels took me to Mendoza, Argentina, where my contrarian strategy got me a fabulous vacation at a very reasonable price.
Continue reading →

For years, I have heard people complain about the lack of choice in air travel. But now that Northwest has begun selling its choice coach seats — for an extra $15 fee — the moaning and groaning has just become louder. You’d think customers and pundits would be applauding. I certainly am.
Continue reading →

Two weeks ago, a colleague scolded an airline for putting up one of its flight crews in the most expensive and exclusive hotel in Montreal. The airline was recently in bankruptcy proceedings, and my colleague was incredulous. I say the airline was right. In hard times, you have to treat your employees well. It pays off in loyalty and profitability.
Continue reading →

Planning a trip? Wishing your travel dollar could stretch a little farther? It can if you ask the right questions. You just need to think ahead and leverage your loyalty programs with your favorite airlines, hotels, and car rental companies. Here are 10 tips to get you great travel perks.
Continue reading →

I was in Buenos Aires and I was ticked off. The housekeeping staff at my luxury hotel had done a lousy job cleaning my room, and I wasn’t going to stand for it. I had my facts, I knew my rights and I let the general manager have an earful. Turns out, I was wrong. Continue reading →

Are your frequent-flier requirements running you around in circles? Do you really want to sleep with that hotel chain anymore? It’s time to take a hard look at your loyalty programs. Do this five-point checkup to make sure you’re getting the best perks for the least effort and inconvenience.
Continue reading →

It’s a new year and you’re back at work. Sort of. Let’s face it: Your mind isn’t really on those Q1 projections. No, you’re thinking: How do I get away from all this? Now’s the time to start planning for a great year of travel.
Continue reading →

Complain, complain, complain. It seems like the traveling public has not a good word to say about service on the network airlines. Has the Grinch come to town, or have travelers developed a bad case of entitlement? I say: Get real. If you want service guarantees, you’ve got to be loyal.
Continue reading →

Four years after the tragic events of 9/11, the Transportation Security Administration is finally getting it right. The agency announced last week that it was changing its rules and procedures for airport security. It will now focus more on bombers and less on scissors and nail clippers. It’s about time.
Continue reading →

What’s the best way to get yourself an upgrade? I’ve been thinking a lot about this lately, and I think the best tip I can offer this year is: Give thanks. That’s right. Just say, “Thank you.” It will honor hardworking travel workers, make you feel good, and maybe get you that preferred-customer upgrade.
Continue reading →

Are you a frequent flier, frequent car renter, or frequent hotel guest? Have you checked the calendar lately? Important deadlines are fast approaching. Plan ahead, or you may lose your chance for hard-earned rewards.
Continue reading →

A recent ploy by some airlines is raising some eyebrows. Under the guise of “fuel conservation,” flights are being canceled at the last minute. I suspect the motive is more money than conservation — those flights just aren’t full enough to fly for a profit. But what can you do about it?
Continue reading →

Two weeks ago, I extended an olive branch to striking Northwest Airline workers, whose job action I had criticized in an earlier column. I set up a strike fund for the workers, many of whom are struggling to make ends meet. Then union leaders got wind of it, and told me to shut it down.
Continue reading →

Two weeks ago, I wrote a column blasting low-cost airlines and striking airline workers for destroying the great American airline industry. Boy, did I get a lot of mail. This week, I share some second thoughts, extend an olive branch, and put my money where my mouth is.
Continue reading →

The future of American air transportation rides in the cabins of the nation’s big airlines. For more than 70 years, airlines like American Airlines, Delta Air Lines and United Airlines have proudly served the interests of American travelers. And what have they gotten in return? Predation, greed and indifference.
Continue reading →

How many car rental stories have happy endings? Mine do. Take this recent experience with a Hertz rental in Denver. I arrived at the airport, sauntered right past the rental counter, and immediately boarded the shuttle bus, where I was the only passenger.
Continue reading →

I was a wide-eyed schoolboy when my grandfather, an active man of 77, told me with a beaming smile, “Travel stimulates a full life.” At the time, he was off with my equally spirited grandmother on yet another trip, this time a cruise along the Turkish coast and Greek islands. He continued, Travel is an extraordinary experience, but you have to have a good plan.
Continue reading →

We all mess up sometimes. The world traveler may forget his ticket, and even a five-star hotel can lose your reservation. When mishaps happen, the best travel providers will often go out of their way to make amends. After all, their reputations are at stake.
Continue reading →

Having the seat I want is important to me when I fly. It ranks right up there with getting my first-class upgrade. Many travelers leave their seat assignment to chance. That just makes no sense to me. Flying is, after all, mostly sitting. You might as well be comfortable.
Continue reading →

Travel with just a carry-on. Never lose a bag. Skip the noisy carousel and go straight to your destination. For the air traveler, these fantasies rank right up there with getting a free in-flight meal or fawning service from a friendly flight attendant. But are they just that — fantasies? Not necessarily.
Continue reading →

You don’t have to read Dante to know about deadly sins. The travel experience is filled with enough good — and evil — that it would probably inspire the medieval Italian poet Dante Alighieri to write a new volume of his divine comedy. Here’s my list of the seven deadly sins of travel.
Continue reading →

When I travel, I like to enjoy a nice view from my room. But over the years, I’ve learned that not all views are equal. Far too often, restaurants and hotels rely too much on their view and ignore what matters – service. Take Orange County, Calif., for example. I remember when the coolest hotel was the Holiday Inn along the 5 freeway. Today’s “OC” offers several fine hotels with spectacular views of the Pacific Ocean.
Continue reading →

Have you ever come across a hotel employee, airline crewmember or car rental agent who was either unable — or just plain unwilling — to help you? If your experiences are anything similar to mine, it’s probably happen more then once. It doesn’t have to. Instead of being resigned to bad service follow these solutions to finding the right person to help you.
Continue reading →

Looking for an upgrade? Be like Columbo. Remember the TV detective who blundered his way from case to case? He often controlled his environment – and the outcome of each case – by what appeared to be dumb luck. A seemingly clueless Columbo use his clumsy appearance to catch his suspects off guard, when, in fact, he knew exactly where he was going and want he wanted to achieve. I suspect that if Columbo was a world traveler he would navigate his way in the same disarming manner.
Continue reading →

Every year at about this time, the travel industry’s talking heads pull out their polyester suits and go on TV to dish out the same tired advice about summer travel. Check the pressure of your car’s tires. Shop around for the best deals. Don’t eat every meal in a restaurant. Yawn. So this year, I’m leaving my suit in the closet and sparing you a TV appearance. Instead, I thought I’d give you some tips on summer travel I guarantee you won’t find anywhere else.
Continue reading →

My secret to getting travel upgrades is similar to Warren Buffet’s
approach to the stock market: simple and boring, but effective. I have flown over two million miles on more than 1,000 flights, and since 1994 I have been upgraded on every flight I have taken while only paying coach prices. There are no hyped-up gimmicks, tricks, or loopholes.
Continue reading →

Your valet pauses for a moment after you hand him the keys to your car. Your luggage porter lingers after delivering your bags to your room. A server signs your check with a smiley-face, hoping for a generous gratuity.
Continue reading →

The conventional wisdom is that the less money you pay for a trip, the better you’ll feel about it. The conventional wisdom is wrong. How can you put a price on avoiding a long check-in or security line? Or sidestepping employees who are indifferent to your needs?
Continue reading →

At a time when every airline offers homogenous routes and services, is consolidating your loyalty with one airline still a worthwhile proposition? I found myself pondering this 54 days into the New Year, when I had skyrocketed to 80,000 qualifying miles on Delta Air Lines, extending my top-tier elite status for the next two years. Continue reading →

Looking for great travel deals is a popular pastime. It seems everyone has a different strategy for reaching the holy grail of travel – a great experience at a reasonable price. That used to be pretty easy. Value-conscious travelers just booked a trip during the off-season. No more.
Continue reading →

If you’re traveling internationally, should you spring for the extra car rental insurance? Determining whether that friendly agent is offering you an optional policy for your protection, or just for the commission, can be a trick. In the U.S., it’s usually an easy call. If you already have personal auto insurance or are renting with a major credit card, you’re probably covered.
Continue reading →

Is it time to jettison your preferred airline? If you’re getting bad service, you’ve moved, you can’t get an upgrade any more or your carrier is in financial trouble, the answer might be “yes.” Spend your loyalty dollars wisely. I review my travel partnerships once a year to make sure I’m not throwing away my money. If I need a loyalty tune-up, I switch programs.
Continue reading →

I’m all for pinching pennies and paying the lowest airfare whenever possible. But the reality is that a few passengers account for a majority of an airline’s profits. Shouldn’t an airline’s reward program reflect that reality?
Continue reading →

Caving to the protests of its stingiest customers, Delta Air Lines is revamping its SkyMiles program to what it calls a more “customer-focused transformation meant to simplify the Medallion qualification process.” I’ve checked out the changes and I have a different opinion: I think it’s accelerating Delta’s path toward bankruptcy.
Continue reading →

For most Americans, the Thanksgiving holiday is synonymous with travel. For me, Thanksgiving means more than that. More than the traditional Thanksgiving dinner with cranberry sauce, someone carving the turkey, and the fight over who gets to pull the wishbone.
It means a lot of request for Joel’s airline upgrade techniques.
Continue reading →

Everyone talks about bad airline service. But what about good service? The nation’s newspapers, Web bloggers, and airwaves are full of stories about the plummeting state of flying. Every day, my e-mail “in” box fills with airline horror stories. So I wonder: am I the luckiest person in world?
Continue reading →

The day is coming when the last vestige of serenity – the aircraft cabin – will become polluted with ring tones and annoying conversations.
Continue reading →

Why go for the miles when loyalty is what really counts?
Face it: miles are all but worthless. In 1999, I wrote how air miles have become akin to a second national currency
Continue reading →

The days of third-party travel Web sites are numbered. The biggest misconception in travel is that you have to shop around for the lowest rates and fares. This simply is not the case.
Continue reading →

My past columns have stirred strong feelings among travelers. Whether you think, as one writer states, I’m “full of caca” or I am intelligently stating a case, it’s good to have something to think about. My objective is to promote a clearer way of thinking about travel.
Continue reading →

The intensely competitive airline market and the success of the economy carriers are forcing traditional airlines into a reality check.
Continue reading →

Open any major newspaper, listen to any financial report, or read any number of Web sites offering travel advice and you’ll be sure to hear about the demise of the major network air-carriers. For years, travel pundits have proclaimed that the economy airlines (Southwest, JetBlue, AirTran Airways, Frontier Airlines, and Independence Air) are the Darwinian equivalent of natural selection. Well, it is time to call a spade a spade.
Continue reading →

When a discount airline comes to town, how can we lose?
That’s the question raised by a lot of so-called travel experts lately. The answer, they suggest, is that we can’t: A no-frills airline lowers fares when it encroaches on an established route of a major carrier. Air travelers should pack their bags and flock to the lower prices of these discount carriers.
Continue reading →