TACA's friendly personnel and courteous service make this airline exemplary

Chivalry is dead. These three words have been heard time and again as our society seems to have slipped into a certain apathy regarding basic manners and courtesy. Unfortunately, this indifference has permeated so many service sectors including airlines. Many airlines these days have cut back on perks, increased restrictions and lowered their overall standards when it comes to basic service. One feels much like cattle being shuffled about, told what to do or not to do, and tossed a bag of nuts nonchalantly – if they have not run out of them, that is, as they often do.

How nice to fly with an airline that provides gracious hospitality - something lacking by many others

In this day and age where courtesy and basic manners seem like vintage qualities from a long lost era, TACA Airlines has proved otherwise, time and again.  Having flown with them several times, I was pleasantly surprised that there were no delays. They are sticklers for being on time, something that other airlines are notoriously lacking.  This is a great relief, especially when connecting flights are involved. And with every flight, even the short ones that last about an hour, a snack and beverage are served. And believe it or not, there is plenty for everyone on board.

But what makes TACA Airlines truly rise far above its competition is the service of its staff. In other words, good old fashioned manners. Things like “welcome aboard” and “we wish you a very pleasant flight” and “please” and “thank you” and “would you be so kind as to buckle your seat-belt.” The list goes on and on. Always with a sincere smile and gracious demeanor. And if for whatever reason they do not have a particular requested beverage or item on hand, every effort is made to find it, including going to business class to see if more is available. Never are the passengers made to feel like so many cattle.

All of their flights are consistently on time and respectful

Too often other flight personnel make passengers feel as though they are a burden to the crew. The staff wears their tired and exasperated expressions, making one feel as though they are doing you a great favor just by flying with them. How refreshing to be treated respectfully and like a human being by TACA. Theirs is the kind of service that elevates dignity to its rightful place. There is a reason why it has consistently received positive reviews. Stellar service deserves recognition, and theirs is an example to emulate. Chivalry lives and prospers with TACA. I only wish they flew to more destinations in the USA because they would be my personal choice for all my travel needs. Bravo, TACA Airlines.

Austin bound on Southwest Airlines

I have to admit when I first learned that the only airline that flew direct from Las Vegas, NV to Austin, TX was Southwest, I was a bit concerned.  After all, in the past the airline’s reputation had been less than stellar.  The reviews from friends and family were mixed; some had literally sworn never to fly with them again while others found them to be perfectly satisfactory.  As our trip to Austin rapidly approached I couldn’t help but wonder which experience we would have.  With two very young children and enough luggage to choke a horse I had my share of worries. 

To make the trip a bit less stressful, we made the almost two-hour drive from Southern Utah into Las Vegas the afternoon before our flight was due to leave.  We stayed the night there (see the article “Las Vegas: A Family Review of the Excalibur Hotel”) and then headed for the McCarran International Airport early the next morning.  While this airport isn’t the biggest I’ve ever been in, it is certainly always busy and we made sure to check in a full two hours before our departure.  Since we had to leave our truck in long-term parking then haul our three suitcases, two car seats, three carry on bags, and two children all the way to the ticket counter, my husband and I had a fair amount of work cut out for us. 

Our son sitting with most of our luggage at McCarran International Airport in Las Vegas.

It was our first time traveling with both our son and new daughter and while they really did excellent through the entire trip, it seemed that everything took three times longer than before!

Once we reached the ticket counter we found the Southwest staff to be extremely friendly and helpful.  One of our bags turned out to be a whole four pounds over their 50-pound weight limit and they helped us make the small adjustment we needed to avoid the $50 overage fee.  While car seats don’t count towards your checked luggage limit, they do have to be placed in either their own travel bag or in large trash bags before they can be checked in.  We’d come prepared with some very un-glamorous black trash bags but before we could use them, one of the Southwest employees gave us the airline’s car seat bags to use instead; they’re much more durable!  As it was our first time flying with the airline, they explained their family airline pre-boarding procedures to us then directed us to our gate. 

As we prepared to go through security, we were pulled out of line by a helpful TSA agent and ushered into a much shorter queue.  We’ve been fortunate enough to have this experience every time we’ve flown out of Las Vegas and I can’t say how helpful it’s been!  Cutting the squirming time of our three-year old down from a half hour to less than ten minutes is a lifesaver every time; especially now that we also have a three-month old in tow as well!

Once we were through security, our wait at the gate went by very quickly and soon it was time to board.  Southwest has a different method of boarding their planes than other airlines that I’ve flown on.  Instead of assigning each passenger a row and seat, they’re given a boarding group (A, B, or C), and then a number (1-60).  You board the plane depending on the group and number you are given.  For example, A 15 would board before C 60.  Once on the plane, passengers select their own seats.  I wasn’t so sure what I thought about this method as I worried that it would force our family to sit in different rows.  However, since families are allowed to pre-board (family boarding takes place after the ‘A’ group), we had no problem finding seats together.  In the end I actually found I liked the Southwest method since my husband and I could pick the seats we felt would be most convenient for our little family—in the back, behind the wing.  It was also by the bathroom which was a location I used to avoid at all costs but which was perfect for our son; we didn’t have to walk the length of a turbulent plane to reach the restrooms when he had to go!

Myself, my husband, son, and daughter onboard our flight.

Our flight to Austin was smooth and comfortable and most importantly, on time!  Our children did great and our son especially enjoyed getting a snack and drink (the flight attendant put a little lid on his) in the plane.  He spent the eight days in Austin talking excitedly about getting to fly on the plane again when we went home.

Southwest, like many other airlines, allows you to print out your boarding passes up to 24 hours before your departing flight.  The earlier you “check in” the higher your boarding group and number are.  Though we had no problems with pre-boarding on our flight to Austin, we went ahead and printed our boarding passes out the night before we were to return to Las Vegas.  We again got up early and were at the airport two hours before our departing flight.  Unfortunately my husband misread the departure time on our passes (I forgive you honey) and when we went to check in, we found our flight had already left.  We also found that once again, one of our bags was over the weight limit by a whopping four pounds.  The Southwest staff in Austin was every bit as wonderful as they’d been in Vegas.  They not only once more helped us rearrange our luggage to avoid the overage fee, they also put us on the “confirmed” list for a later flight rather than making us fly standby as was usual for a missed flight.  This saved us considerable trouble since standby would have forced us to wait for who knows how long with our two little children. 

The Southwest pre-boarding section in Austin, TX.

Our rather lengthened wait at the airport went by quickly thanks in part to a pre-boarding area Southwest provided between gates.  It was nothing more than a small table and stools just the right size for kids but it was the perfect place for our son to spread out his coloring books and activities to play with until we left.  Once again we had no problem finding the same seats we’d selected on our first flight and thankfully everything went just as smoothly.  Our flight was once more on time and just as it had been in Austin, our luggage was waiting for us at the baggage claim area when we went to retrieve it. 

Our experience flying Southwest with two children couldn’t have been better.  The staff was exceptional and we had no problems with either of our flights.  The only thing I could find that wasn’t perfect was the cleanliness of the airplane on our flight home.  It had come into the gate a few minutes late and in order to remain on time, they hadn’t come through and cleaned it very thoroughly.  The worst I saw though were a few crumbs left on a tray table and seat.  Otherwise I have no complaints and would not only fly Southwest again, but recommend it to other families traveling with small children!

Anchorage airport Alaska at midnight

Since the terrorist attacks of September 11, 2001, air travel has become increasingly challenging for everyone. Taking off your shoes, undergoing random pat-downs and packing your liquids to comply with regulations can be annoying at best, particularly when traveling with children. If your child has a disability, the process may seem overwhelming. Make a detailed plan before leaving home to help everyone understand what to expect. 

Airport Screening Lanes 

Most major airports now offer three separate security lanes. The black diamond lane is for expert travelers with little carryon luggage and no special equipment. This lane is primarily used by business travelers and frequent fliers, and is not recommended for families. The blue square lane is for casual travelers who are familiar with airport screening procedures. Many well-traveled families with older children use this lane. The green circle lane is for those with special needs, including travelers with disabilities and families with small children. In this lane, everyone is taking their time. You need not worry about “holding up” the line when using the green circle lane. 

Shoes 

Flip flops are easy to remove at the security checkpoint

All travelers passing through a United States airport must remove their shoes and place them on the X-ray conveyor belt. Have everyone in the family wear flip flops or other easily removable footwear. If your disabled child needs special footwear that involves buckles or laces, decide in advance who will help the child with his shoes. That person should not be distracted with carryon bags, electronics, medications or other equipment. Some airports provide chairs immediately before and after the security checkpoint, but many do not. 

Carryon Items 

All items must be individually placed into a bin and onto the X-ray conveyor belt. This includes any pillows, cushions or detachable baskets on your child’s wheelchair or ECV, as well as any mobility aids such as a cane. Items in carryon bags should be neatly packed, making it easy to identify each item during the scan. 

Unless you have a specifically designated TSA (Transportation Security Administration)-approved computer bag, you must remove your laptop from its case. All cell phones and handheld electronic devices must be separately scanned, and you may be required to turn them on. 

Liquids 

Follow the 3-1-1 rule for all liquids except medications

All liquids and gels must conform to the TSA’s 3-1-1 rule. Each person may present a single one-quart zip top baggie containing liquids in packages no larger than 3 ounces. However, an exception is made for medically necessary liquids. 

If your child uses liquid or gel medications, breast milk or baby food, or if he has a medical need for water or juice, you may carry reasonable quantities. You must declare the liquid items separately from all other carryon items, and present the liquids for additional security screening. 

Wheelchairs or Scooters 

Lock up your chair anytime you leave it unattended

If your child uses a wheelchair or ECV, you have a few options. If the child is able to walk through the metal detector, this is the simplest solution. Roll right up to the metal detector and have the child walk through. The screener will help reunite the child with the chair. 

If your child is unable to walk, you may carry her through the metal detector. Leave the chair with the screener, pick up the child and walk through the detector. You may not pass the child to anyone else until you have both fully passed through the scanner. 

The chair will need to be screened as well. After passing through the metal detector, you will be directed to a separate screening area where the chair will be carefully analyzed. Most screeners allow the child to remain in the chair during this process. Designate someone in your party to collect the carryon bags from the X-ray belt while you are busy with the chair. 

Stay With Your Child 

Certain medical devices including prosthetics and casts may trigger the need for additional security screenings. Your child may need to undergo a pat-down, be scanned with a hand wand or have the cast X-rayed. At no time is TSA permitted to separate you from your child. Assist the security screener by sharing your child’s physical abilities and limitations. Ask the screener what needs to be accomplished and share your opinions on how best to accomplish the goal without causing pain or distress to the child. Speak calmly with your child throughout the process, giving reassurance that everything is okay. 

Boarding the Plane 

Leave your medications in the original pharmacy containers

Most airlines offer special pre-boarding for passengers with disabilities. As soon as you book your flight, contact the airline to explain your family’s needs. Special paperwork is required for certain medical supplies such as a power chair with wet cell batteries or an oxygen container. Speak with the airline’s special needs department at least 24 hours before the flight to confirm that all paperwork was received. Check in at the gate at least 30 minutes before general boarding begins to handle last-minute details. Wheelchairs, scooters and strollers can be checked at the gate. 

Medical supplies do not count against your carryon luggage limit. If your child requires a great deal of medication, consider packing a separate medication backpack to carry on board the plane. Never pack medications or medical devices in your checked luggage. Divide the medical supplies into enough containers to make them easy to lift into overhead storage. Unless you are in a bulkhead seat, you will also have a small amount of storage space beneath the seat in front of you.

Arriving at Your Destination 

An ECV can double as a pack mule for heavy carryon bags

If you gate-checked an item, settle in and relax while everyone else rushes off the plane. Gate-checked mobility aids must be unloaded from the plane’s cargo compartment and then brought to you, a process which often takes 10 or 15 minutes. If you have multiple carryon bags in overhead storage, remove them and place them around your seats to give other travelers access to their belongings. Aircraft personnel will let you know when your chair is delivered. Although incidents are rare, check the chair thoroughly for damage before leaving. By the time you make it to baggage claim, it should be easy to tell which bags are yours!

At the airport in Honolulu waiting for our delayed American Airlines flight. The flight was cancelled shortly after.

My family planned a reunion trip for the month of February in Hawaii at the Marriott Ko Olina Resort in Oahu.  My husband and I booked first class flights on American Airlines departing LAX and arriving in Honolulu, while our adult children with their spouses and children booked economy/coach on the same flight.  Our reservations were booked over a month prior to our departure.  We paid for a First Class fare with restrictions, having read carefully the restrictions and decided to purchase along with it insurance in case we should get sick and have to make changes to our itinerary.  The total cost for my husband and I was $4,351.20 plus insurance cost (two tickets). The cost for 2 coach tickets was $778.80 which is what the rest of our family paid.

Our flight going to Honolulu was delayed about 2 hours due to mechanical problems with the plane.  We understood that delays do happen and waited patiently for them to bring in the replacement plane.  We eventually arrived and for the next 4 days we enjoyed a wonderful vacation at the Marriott.  It was our first time visiting that side of the Island and we really enjoyed it.

Our return flight #162 from Honolulu on American Airlines was again delayed at first for over an hour only to subsequently be cancelled due to a missing part for the airplane.  Rather than replacing the plane the way they did on our flight to Hawaii, the airline announcer told all the waiting passengers that there would not be a replacement flight and instead we would need to get in line and try to book ourselves on an already partially filled fight #284.  They told us it was “first come first serve” and that this was the last outgoing flight of the day. You can only imagine the mad rush to the counter in order to find room on that flight. Our son and daughter had very young children travelling with them including a newborn, and they were in a panic.  Thankfully they managed to book their seats on that flight, but when our turn arrived, there was no longer any room available on first class.  We were grateful to be accommodated in coach with the understanding that we would be reimbursed the difference of our expense between first class and economy after we returned.  The lady at the counter told us to call American Airlines upon our return and that they could arrange for us to receive a refund.  She was very helpful and even told us she was typing in notes about the situation into the computer and gave us a “locator” code which we assumed was similar to a trouble ticket number.

From the AA.com website where I selected "FirstPremium" with restrictions

The next day when I contacted American Airlines to get our prorated refund, the agents on the phone were rude and dismissive.  One of them laughed and told us that our flight for which we paid $4,351.20 were in fact economy tickets!  I told them they were mistaken and that I had documentation proving this.  I further explained that  the rest of our family paid only $778.80 for each couple and still this was met with nothing but disdain and arrogance.  I tried to contact the refund office and was again told the same thing.

All our documentation showed “First Class” including our printed screen shots of the website, and our email confirmation.  Later on a woman named Ms. Barnholdt told us that our flights were really economy flights “upgradable to first class, based on availability”.  This was flat out false, and if we had seen any such wording we most certainly would not have bought such “iffy” tickets at 5 or 6 times the normal coach ticket price.  It was a classic case of bait and switch, something one might expect from an unknown and shady outfit.  That’s why being treated the way we did by American Airlines was nothing short of shocking.

Waiting at the airport with our family for the delayed flight.

We pretty much gave up trying after all the futile attempts to get our refund.  It was a tiring and frustrating exercise  and we felt we had no recourse until my son suggested that we take American Airlines to small claims court.  The prorated refund amount of $1,750 we were asking was well below the small claims ceiling and he told us how to go about serving them.  All he did was look up the American Airlines local California agent on the Secretary of State website and bingo.

Well, in the end we were vindicated by law.  We filed the small claim in court and the judge saw the case for what it was and judged in our favor; despite the woman who came to argue on behalf of American Airlines and resorted to a lie by stating that the flight was delayed and not cancelled.  First she tried to say that we purchased a coach ticket instead of First Class, but the judge almost laughed when we showed him how much we paid.  The American Airlines representative tried to say it was an economy ticket but that it was “automatically upgraded.”  Our documentation showing that the tickets were First Class cabin and the receipts we brought contradicted her statement.  When the judge said to her “it’s a scam, it’s all a scam…”, my son who was sitting back in the audience almost burst out laughing.  I have to admit it felt good to be proven right, but I just couldn’t believe how little class (no pun intended)  this once great airline was displaying. 

In 30 years we have not taken anyone to court either small claims or otherwise. Their refusal to make good on their commitment and their treatment of a paying customer was completely deplorable and unacceptable.  We were very unhappy when our American Airlines flight was cancelled with no effort to replace the plane, but we were stunned when the people we spoke to at American Airlines completely refused to honor our agreement of First Class seating by at least refunding our hard earned money for the prorated portion of that return flight.  We had plenty of evidence supporting our case including their own printed rules, screen shots of the entire process of purchasing the tickets, email receipts, etc., but they still persisted in wasting our time.  Insult to injury. 

American Airlines repeatedly told us on the phone and in writing that our First Class ticket was “actually a coach fare that allows for an automatic upgrade when available to the premium cabin”, yet there was no evidence of this anywhere and was in fact contrary to everything that we had.  We have not been to the AA.com website since this horrible incident, but I hope that whoever is in charge of the design and content of the site took the time to correct their misinformation and corrupt policy.  As you can imagine our entire family decided never to fly again with American Airlines.  They did eventually issue our prorated refund after the judgment was filed against them, but as expected there was no apology from the airline, and after our experience it was obvious to us that they are an outfit of very low integrity and not one to be trusted.