McGarvey's Words: Journalist…Podcaster..Speaker

By Robert McGarvey

The headline in a Phocuswire piece caught my eye: “WHY SMART AIRLINES WILL FIND VALUE IN PRIORITIZING CUSTOMER EXPERIENCE.”

Put aside the obvious jab that airlines and smart is an oxymoron rather like a kindly sadist – the terms just don’t go together.

However, I also don’t think airlines and customer experience belong in the same sentence, at least not when there is the suggestion that they care about our experience.

Exhibit A in my case that they don’t care is a Wapo story I’d read the day before: “Self-serve snack bars are coming to a flight near you” proclaimed that headline. 

The pettiness is in the details. The Wapo piece reported that United is initiating self-service snack kiosks on some flights out of O’Hare.  In doing this United joins The JetBlue Pantry which is available on some flights.

At the United kiosk coach passengers will be able to gorge on a veritable groaning board of delicacies consisting of a “limited supply of water and the snacks offered during the complimentary service,” said United.

Wapo elaborated that the feast would include “items like fruit bars from That’s It, Undercover chocolate quinoa crisps and Savory snack mix.”

Time for a sanity check: would you give a hoot about any of this?  Would you walk down the aisle to grab your share?

I won’t.

Let us say you are on a long flight in coach – cross country, say.  You anticipate being hungry at the four hour mark.  Would you not have bought a sandwich at an airport restaurant or maybe brought some personal favorite snacks from your favorite market?  I know I would.  

For years I have had a thou shall not eat airline comestibles policy – except on international flights (where I eat out of boredom). It’s a good rule, I commend it to you and if you do need to eat inflight bring your own grub.

Back at Phocuswire, a thesis of that piece is “Any airline working to recover passenger volumes, regain loyalty with millennials and engage Gen Z – who are fast becoming the dominant market – must be seen to be improving the customer experience for their passengers.”

We Boomers apparently have been cowed into docility by a quarter century of airline penny pinching. The young ones who increasingly are doing the bulk of travel demand better. Good on them.

Marketer Matthew Walker, the author of the PhocusWire piece, goes on: “What happens when a generation whose retailing experiences have been shaped by on-demand services, no-questions-asked refunds and same-day delivery encounters an industry that has historically never met those expectations, but now in recovery is struggling more than ever?”

Let me suggest to airline execs that Gen Z are not going to be wowed by a sampling of mediocre, leftover snacks and if those execs are hoping that this ploy will persuade passengers to become loyal, well, that is fantasy.

A generation won’t be bribed by a free snack.

What would persuade flyers to evidence loyalty to a carrier? Fewer flight cancellations and delays, to start.  More free perks such as baggage check.  No cost flight rescheduling by the passenger.  Credible and stable awards programs. These are things that matter. (And, yeah, Southwest already has two of the four handled but it definitely struggles with the first and it’s devaluing its miles come January.)

A snack doesn’t matter. What, it saves me a couple bucks!

Trend research says that what we want in travel today are experiences – but that really means good experiences.  Airlines today, at their best, seem to provide just the minimum and if there are no failures we strike it up as a success.

But we don’t like it, not a bit. We suffer it.

We fly because there is no genuine alternative for many of the trips we take.

In Europe, yes, there are growing options for train travel and I have been quite satisfied with my trips on the rails there.

But in the US our only choice often is to fly.

It’s not a good choice.  But when it’s the only choice we take it.

Just don’t think a small bag of pretzels will buy my affection.

By Robert McGarvey

Black Friday, Cyber Monday and now there is Travel Tuesday. Do you have your credit cards out and ready to snare boffo travel deals on the Tuesday after Thanksgiving?

I do not.  I’ll tell you why.  I buy when I want to, not when merchants want me to.  It’s that simple.

I also have never joined a Black Friday scrum at WalMart, tho the sheer chaos of the hurly burly is strangely appealing to me. Nonetheless I do not want to fight to score a bargain on a big screen TV I will rarely if ever watch.

As for Cyber Monday, it was created – back in 2005 – to stimulate consumer interest in shopping online and doesn’t that now seem a quaint idea?  Rarely does a day pass for me when some item I have bought – typically from Amazon, but also REI, occasionally WalMart and still other sellers get in the mix – doesn’t arrive at my door. I really don’t know who needs a Cyber Monday today.  

Which brings us to Travel Tuesday which, Google’s BARD AI engine tells me, was invented by Hopper in 2017.  Supposedly, Travel Tuesday has 50% more travel deals than Black Friday. The question has to be: Do you want any?

The other question is: Can you actually score them?

This coming year my personal travel interests are narrow and specific.  I already have four camping weekends planned and this will take me from Sedona to Organ Pipe National Monument and Joshua Tree. I will schedule more as the year evolves. I also have plans for a summer month in Madrid (yes, I know it’s hot but I live in Phoenix and needn’t say more). And a family trip to Virginia. That’s busy enough for my personal travel schedule.

That’s not to say I am closed to additional travel opportunities but if I were to buy on Travel Tuesday I would want a deal.  Something compelling. Will I find one?

Four years ago Travel + Leisure ran a story with this hed: “‘Travel Tuesday’ Might Not Be the Best Time to Find a Flight Deal After All.”

That’s to be expected.  With so many of us expecting to score real deals, sure, travel providers will shovel all kinds of stuff out to us with a banner waving “Travel Tuesday” deals and, as P.T. Barnum may have said (or may not have but he should have), a sucker is born every minute. We are bombarded with messaging – both advertising and ‘journalism’ – that tells us there are big deals to be had on Travel Tuesday so why wouldn’t we expect what we see online to be just that, a good deal?

Hopper, meantime, is busily shouting about the deals it anticipates seeing on Travel Tuesday – and some are indeed tasty such as half off Bali hotels, flight deals to Bali, London, Paris, and, even better, Hopper lets users of its mobile app set price alerts so that when a deal in fact posts to a destination you’ve flagged you’ll be alerted and, presumably, will have a decent change of snaring it before it vanishes.  That Hopper wrinkle – the price alerts – is a good feature for bargain hunters. If you are determined to play the Travel Tuesday sweepstakes, download it. Let Hopper do the hunting for you.

I stress that because there will be innumerable travel “bargains” to sort through. Many will be dross dolled up to appear to be bargains and many will get bought by the unobservant.

Hyatt for instance has 20% off at participating hotels in Europe, Asia, Africa, the Middle East for travel booked by December on stays that take place by April 30.  To which I say big deal.  Travel already is slowing to many international destinations and winter always is a cheap time to travel just about anywhere. If you want to travel in the winter you will just about always find deals, no need to shop on Travel Tuesday.

In a casual search I already see many, many similar “deals.”

For Travel Tuesday to have any purpose, we need better.

Such as? Rather than see lots of deals that hold no interest for you, more good advice is to follow the social media accounts of travel providers that intrigue you. Very likely they will announce deals on their own channels on Travel Tuesday.

But – above all – know what deals you really want before you go hunting.  It just is too easy to think, wow, 75% off a Bayonne motel, I gotta grab this.  Some offers are cheap because, well, that’s the most they will bring in.

Happy searching – you just may score big!

Me, I’ll sit this out. When bargain hunters are out in numbers I take that as my signal to lay back.

By Robert McGarvey

The cheering you hear is mine.

I am celebrating that in the past year I have closed two airline credit cards – a United card with Chase ($95 annual fee) and a Barclays red card with American ($99).  Nope, not big bucks but I cannot recall the last time I used the United card or flew United and living in Phoenix there is scarce good reason for me to do that.

As for American, it is the second biggest carrier out of Sky Harbor – Southwest is ahead by a handful of flights – but I have a new Southwest card in my wallet and, honestly, I always have preferred the SWA platform with no checked baggage fees and no flight change fees.  The exorbitant fees imposed by other carriers – fingers pointing at you, American – for such services just make no good sense.

I took the SWA card to get the signing bonus, which I already used on a pair of tickets to Dallas, but I am comfortable shifting my trade to SWA for now and, besides, the annual card fee is only $69.

I also have a new Delta card – $99 via Amex – which I took for the mileage bonus (60,000) – and Delta is the third busiest carrier at PHX. A distant third, but it has revitalized terminal 3 at Sky Harbor and I have flown it to Europe twice in as many years.  

You could say that I have traded a pair of losing cards for two new cards of the same ilk but – in a temporary way – I have made out fine with the free tickets to Dallas and I’ll soon cash in the Delta miles.  I also have a pile of Amex miles that of course transfer into Delta SkyMiles so, probably, in today’s airline math I’ll wind up with two tickets to Spain in exchange for a lot of miles.

Does that make me a winner?

Never forget that when we play the miles game it is akin to playing blackjack with chips – but the dealer continually and seemingly arbitrarily devalues your chips. That white chip was worth $1 a minute ago, now it’s worth a dime, and there’s no recourse.

So it goes with airlines and miles in a world of dynamic awards pricing which is a b-school way of saying we’ll charge what we believe the market will suffer.

Dynamic pricing also means that, suddenly, we need huge stacks of miles to get anything worthwhile.

Of course there are those “sales” where, say, 35000 SkyMiles will buy a roundtrip to Europe – but I do notice nobody tells us exactly how many or even approximately how many discounted roundtrips have been loaded into the system. I do look for them, I do, but rarely for more than five minutes because I see this as an updated snipe hunt.

The only way not to be a loser in this game where miles are continually devalued is to shuffle airline credit cards, signing up for new ones and collecting bonuses while dumping cards that have served their purpose. Yes, I know that in many cases you can only collect the signing bonus once on a particular card – but I have no plans to re-up with United or American unless I move to a city where I’d be a fool not to.  I also know that some card issuers – Chase for instance – keep track of how many new cards you get and will decline to issue a card if you’ve opened a lot of new cards anywhere.  (The Chase 5/24 rule.)  And I know that there may be penalties if you close a card too quickly after collecting a bonus. The issuer may even want to claw back any bonus you’ve collected.

But, like me, you probably have a few dusty and little used airline cards in your wallet that impose annual fees – shut ‘em down is my advice. Do it pronto. Even though the norm seems to be you have to call to close an account (although you can open the account online). Make the calls.

The airlines, remember, are playing us for suckers because their profits now come not from flights but from the bulk sales of points to card issuers such as American Express and Chase. In 2022 alone, Delta took in $5.5 billion from AMEX.  

Know the new rules. Know your goals. Play to win. That’s the only way not to be a loser in the miles and rewards games of 2023.

By Robert McGarvey

U.S. Senate Majority Whip Dick Durbin, D-Ill. and Sen. Roger Marshall, R-Kan. don’t like frequent flyer programs. Indeed, they seem to think them scams and, said the senators in a joint statement, they have “requested information from the U.S. Department of Transportation (DOT) and the Consumer Financial Protection Bureau (CFPB) about the actions they are taking to protect consumers against unfair and deceptive practices in airlines’ frequent flyer and loyalty programs.”

And do note, Durbin – a longtime senator – is a powerful guy in the chamber. He is no back bencher, he is leadership.

Their statement continued: “there are troubling reports that airlines are engaged in unfair, abusive, and deceptive practices with respect to these loyalty programs.  For example, reports have suggested that airlines are changing point systems in ways that are unfair to consumers, including by devaluing points, meaning it takes more points than initially marketed to achieve the promised rewards.”

The airlines cannot with a straight face deny that they have in fact devalued points.

They also adroitly use low cost sales – such as a recent Delta sale where as few as 34,000 SkyMiles bought a roundtrip to Europe.  The sale is legit as far as that goes but it is brief and availability is limited.  And that cost has no relationship to what you are likely to in fact pay today.  

I just did a search on flights from PHX to MAD, depart January 3, return Jan. 9, and the cheapest flight was 50,000 SkyMiles, half again more than the teaser rate.

What did the Senators say about “abusive and deceptive” practices?

The Senators added in their statement, “airlines can make changes to their points programs without notice to consumers, as long as the programs’ terms of service reserve the right to do so.“

Sometimes that means we need to top up our mileage total to buy a rewards ticket and that may mean we buy miles from the airline.  The senators  note that is not smart shopping: “consumers can spend three cents to purchase a point worth roughly one cent.”

A bottomline here is that – as Brancatelli has preached for many years and I have joined his chorus – when you got miles, burn ‘em.  Miles do not gain value over time, they lose value.  They are a depreciating asset, rather like a boat or almost all cars.

The senators remind us that originally frequent flyer programs were created to reward loyalty. They did indeed. I remember a friend who was fiercely loyal to American, whereas I flew whatever flight was most convenient for me.  And then in the mid-eighties he cashed in a trove of American miles and rewarded himself with a trip to Egypt, where he had wanted to go since he’d been a kid. It cost him zip – he even had enough miles for hotel accommodations.

I have to admit I still did not change my focus on convenience but at least I had come to understand why some people became very loyal to a particular carrier.

Along the way, however, airlines changed the rules. They shifted their business model to making profits not on flights but on the sale of miles.  

Integral to that gambit is persuading us to take branded credit cards – and I personally have a Delta and Southwest credit card in my wallet – and of course we earn more miles by spending on the cards.  Observed the senators, “these programs incentivize consumers to purchase goods and services, obtain credit cards, and spend on those credit cards in exchange for promised rewards—all while retaining the power to strip consumers of those rewards at any moment.”

So what are the senators seeking to do? They have written Secretary Buttigieg of DOT and Director Chopra of the Consumer Financial Protection Bureau asking what they are “doing to protect consumers against unfair and deceptive practices in airlines’ frequent flyer and loyalty programs.”

In particular the senators want answers to these four questions:

·         Are DOT and the CFPB aware of these alleged practices by the airlines regarding frequent flyer and loyalty programs?

o   If so, please detail how DOT and the CFPB are planning to address these practices.

·         Do DOT and the CFPB have the regulatory authority needed to adequately protect consumers from these unfair and deceptive practices?

o   If not, please explain if additional authority from Congress would enable DOT and the CFPB to effectively regulate airlines’ frequent flyer and loyalty programs.

Will airlines give a hoot? Not as long as we still collect miles, use their credit cards, and otherwise behave as though we believe their Monopoly money has real value. Why should they change if we don’t?

by Robert McGarvey

I am here to testify: I have now flown without airport clubs and I have survived. I tell this story down below.

But, first, the day started at Sky Harbor in Phoenix where I was just able to squeeze into the Centurion because, by my count, there were a very few empty seats when I entered around 8:30 am on a Friday.

There was a line at the coffee machine and a line at the breakfast buffet but, to be fair, the buffet (don’t tell my cardiologist) featured tasty scrambled eggs,  decent ham slices, and sausage links (pork).  I am not sure I could have rustled up a similar breakfast at the many airport restaurants – but maybe a breakfast burrito ($11.99) at Bobby’s Burgers would work (I’m something of a Bobby Flay fan but have not yet eaten at this new Sky Harbor outpost). Add coffee and a tip, that’s $20.00. Possibly too the Brioche Breakfast Roll at Mark Tarbell’s The Goods, $16.49.  Coffee and a tip and it’s $25.00. Tarbell, incidentally, is a celebrity chef in Phoenix, although I don’t think he has a national profile.

Score one for the Centurion – a good breakfast, acceptable coffee, and, yes, a place to sit.  The space was crowded but certainly outside at the gates was no better. And I saved $20 to $25.

Where my eyes opened wide however was at my destination, Love Field in Dallas where, as far as I can tell, there are no clubs, certainly none that I have access with Amex Plat, Priority Pass or Diners Club. Absolutely none.

Arriving there, that was of no consequence since we were in a hurry to exit the airport and get to downtown Dallas and into Nobu for what was an excellent omakase dinner.  Understand, I am no fan of chef’s “tasting menus” – usually too many courses, too much ego.

But the advantage of omakase is that it’s assembled by people who really know what they are serving whereas I am no expert in sushi or Japanese cuisine.  

And at Nobu the omakase is lovely.  

It was on the return flight from Love where I learned to really accept flight without clubs and, you know what, it’s not so bad.

For starters I cut down how much time I planned to spend in the airport.  I had been allowing a sizable chunk of time to provide for time lost to security in getting to the gate and, in the event my passage through TSA was fast, I always had a club to retreat to.

Lately, however, TSA Pre has worked fairly smoothly and swiftly so I often have had an hour to spend in a club and these clubs really aren’t worth an hour, not on any kind of regular basis.

At Love I had maybe 40 minutes until boarding after clearing security – and there happened to be a Starbucks with no line near the gate so I bought a latte and grabbed a seat. I pulled out my phone and skimmed email. There probably was noise around me but I didn’t hear it – I was immersed in my reading, sipping my latte, and oblivious to my surroundings.

Pretty soon Southwest had us assemble in its idiosyncratic queue where I was in position A 40 which meant I had most of the seats available to me.  Within a couple minutes I was in the plane, seated and back on my phone, this time reading which I did until we landed in Sky Harbor, maybe two hours, fifteen minutes later.

Did I miss the ritual of the club?

Nope.

Truth is, I came to the club life rather late in my passenger life. Perhaps because when I started flying for business, the ritual at the companies I flew for was to stop at an airport bar, have a beer or a martini to “calm the nerves” (not that I had a fear of flying, but such drinks were expensable in that era so why question the ritual) and in those years the bars were usually oases of quiet.  

Honestly I didn’t know I “needed” a club until I got the Platinum card and, rather quickly, I found myself addicted to the club stop.

Just maybe I am now breaking that addiction.  One flight at a time.

If I can do it, you can too.

by Robert McGarvey

I just counted the travel focused apps on my iPhone and take a guess about how many I have and how many I genuinely enjoy using.

The answers are 17 apps on my phone and zero bring me enjoyment. Most don’t even bring me satisfaction when I attempt to use them.

Turns out I am not alone in dissing travel apps.  The latest J D Power survey delivered excoriation to the travel industry: “Despite Ubiquity, Travel Apps and Websites Deliver Substandard User Experience, J.D. Power Finds.”

Yep.  Although I’d quibble that “substandard” is way too kind a descriptor of the woeful mobile tech shoveled at us by our travel providers.  It is clunky, unintuitive, and really, really frustrating to attempt to use especially when your travel has hit a snag and you are praying for a divine intervention via the app.

J. D. Power sums up our user experience this way: “Travel apps and websites are heavily relied-upon digital tools used by travelers, containing everything from the QR codes used to board the plane to rental car location and digital hotel keys. Despite this critical role, according to the J.D. Power 2023 U.S. Travel App Satisfaction StudySM and the J.D. Power 2023 U.S. Travel Website Satisfaction Study,SM released today, travel industry apps and websites lag behind their counterparts in other industries.”

We most commonly turn to our travel apps when we are under stress, observed J. D. Power, but they let us down in those moments when we need them the most.

Note: J. D. Power believes the travel provider websites are as cruddy as the apps. I do not disagree. But I don’t use the websites in those on the road moments of crisis, I turn to the apps. What other choice do I have?

I have been writing about mobile apps for going on 20 years.  I have bricked phones (a brand new BlackBerry for instance) downloading apps.  I have had many, many bad experiences. But – and this is critical – in some industries (notably banking) the apps have gotten better and better.  The Chase app is simply great – lots of power but also easy to use.  It’s not alone. Most of the financial services apps on my phone have gotten very good over the years.

Also good are health and fitness apps, such as Google-owned Fitbit and the Apple Health app.

The shopping apps such as Amazon are good.

So why are travel apps clunky, unintuitive, and very far from the friend you need when your incoming plane arrives too late to make your connecting flight and your stress is exploding out your ears?

Even worse is that there is ample reason to be skeptical of the security of most of the travel apps on your phone. Given how often travel related websites are hacked it’s hard to have faith and confidence in the companies’ apps – despite the fact that to use them we have to input all manner of personal info from passport numbers to driver’s license info.

Worst of the pack, per J. D. Power, are airline websites and airline apps aren’t much better.

Hotel and rental car apps score highest: “Hotel mobile apps (682) and rental car apps (681) have the highest overall satisfaction scores compared with airline apps (672), rental car websites (662), hotel websites (646) and airline websites (640).”

Top ranked airline apps are Alaska and Southwest.

World of Hyatt (not on my phone) is the highest rated hotel app.

National and Alamo (not on my phone) win in the rental car race.

But, frankly, none of the apps are winners.

It really is a pity. We turn to apps most on our days of travel and they just aren’t very good.

Not ranked, incidentally, are apps via online travel agencies (OTAs) such as Booking and Expedia.  Personally I have had decent experiences with both.

I also have had success using Google Flights, the website.

Frankly, however, we deserve better from our travel providers.  Send any you know a link to the J. D. Power survey and ask why they are so awful.  You won’t get a response. But at least the opinion will register.

And maybe by the time of iPhone 34 the travel providers will get it together.

by Robert McGarvey

Friluftsliv. Call this Norwegian idea my present travel focus and what it means is captured in the three component words that make up the compound noun: open air living.  

For as long as I can remember I have been at two with nature, just about always preferring urban living, even urban holidays – but now I am venturing into nature in pursuit of my own Friluftsliv.

They say playwright Henrik Ibsen is the first populizer of the term Friluftsliv. Writes Norwegian journalist Dag T. Elgvin: “Henrik Ibsen’s meaning with ‘Friluftsliv’ might best be interpreted as the total appreciation of the experience one has when communing with the natural environment, not for sport or play, but for its value in the development of one’s entire spiritual and physical being. At its heart is the full identification and fulfillment of body and soul one experiences when immersed in nature.”

Being outside is more than being outside – it’s a step deeper into personal development of the whole person and, for sure, if nature is a key ingredient in that recipe, I have been grievously falling for many decades.

It’s also about being in nature per se, not coincidentally but to in fact be there.

Time for a change. Time for a new respect for nature on my part.

First up was a two night Labor Day stay at Bryce Canyon National Park, a Utah treasure known for its hoodoos, distinctive natural rock sculptures – and also miles from anything urban.  You could say it’s in the middle of nowhere and that’s exactly what a Sunset Magazine writer did: “Because it’s pretty much in the middle of nowhere and there are no sources of light pollution nearby, Bryce’s skies are among the clearest in the country. That “cloud” overhead all night? It’s the Milky Way.”

A drive from Phoenix where I live to Bryce sets the stage: it’s a drive through hundreds of miles of miles where the emptiness is only occasionally interrupted by a gas station. It’s about 425 miles and after Flagstaff the only “big” city is Page and if you haven’t heard of it there is no reason why you should. Page’s population is about 7300.  

There is no city – not really even a town – in close proximity to Bryce Canyon National Park. Go there, spend a few nights, and it is a fast drop into friluftsliv. Tropic is the nearest town of maybe 500.  

At Bryce I hiked a bit, made cowboy coffee on a wood fire, drank some bottled beers and, mainly, did nothing except be there.

When I left I knew I wanted more.

Next Stop: Sedona

More was on my agenda: I had already reserved a site at Manzanita campground in Coconino National Forest, around 10 miles outside Sedona and genuinely a world away. It’s a small, tents only campground (although at least one couple didn’t erect a tent, preferring to sleep with their dog in an SUV). 

When the sun sets, silence descended on the campground. There were occasional voices of campers (most spoke in a hush however) and probably the loudest noise was the burbling of Oak Creek, one of very few perennial streams in Northern Arizona. In early October it was filled with water and children swam in it and adults fished for trout (and, yes, a license is needed).  

Ten miles away in Sedona there are bustling throng of tourists, some surprisingly good restaurants such as Lisa Dahl’s Mariposa where the food rivals the views, car horns beeping in traffic jams, and miscellaneous signs of urbanity.

There is none of that in Manzanita campground. Mainly there is silence.

Slowly I learned that wake up time is sunrise, about 6:30 am in October.

I began to learn to really sleep outside in a tent (and for this trip I added inflatable sleeping pads for more cushion atop the hard earth).  I began to learn to like the silence.

I also began to realize that the pursuit of Friluftsliv is not a one and done, check the box kind of thing. It’s much more of a gradual awakening of an understanding and appreciation of the nature that surrounds us.

There also are the moments that surprise – I don’t do much planning for these trips. One such moment happened in Sedona where, behold, I found myself on the trail to the so called vortex that was a central player in the 1987 harmonic convergence. I did not go to Sedona then, but living in west LA, about half the people I knew did.

Nature let me catch up in 2023.

What will it bring me next?

That is why I have booked more camping nights at Manzanita, also Organ Pipe (Twin Peaks) and Joshua Tree (Black Rock).  

My new goal is to camp at least a couple nights each month and, fortunately, there are many campgrounds in close proximity to Phoenix. Next summer will bring a challenge but that’s the way it goes with nature.  It sets its rules.

We only live in them.

by Robert McGarvey

We have entered the era of peak zaniness – and, no, I’m not pointing a finger at the House of Representatives (although I could).  I am restricting this observation to the world of travel and I have two exhibits for your consideration.

Some ideas are just so dumb you’d think they had to be April Fool’s pranks. 

This week’s Zany Winner has to be  the growing number of airports that are lowering the security gates and welcoming in non-flyers across the facility. WaPo has the story. Here’s the lede: “American airports might not be the first place you would think to go shopping or grab a bite to eat. But as many major locations splurge on renovations, they’re encouraging travelers to take advantage of their revitalized spaces, even if they don’t have a flight to catch.”

The hook for the WaPo piece is that Orlando International Airport has joined the small but growing club of airports that have implemented programs that provide visitors with day passes for entry even when they are not flying.

LaGuardia, Louis Armstrong New Orleans and Seattle-Tacoma are among other airports that have implemented this program.

TSA has to approve the application for entry.

We are told that this program brings us back to earlier airport times when family and friends would wait at gates to greet arrivals and isn’t that a marvelous Donna Reed memory.  

But America has changed and so has our relationship with airports.

Fact: US airports are grievously overcrowded.  Travel Weekly, something of an habitual cheerleader for the travel sector, had this lugubrious observation about them: “Crowded airport gates, check-in halls and restaurants were common sights last year as Americans returned en masse to the skies and airlines suffered unusually high levels of delays and cancellations.

But a long-term dynamic poses the risk that uncomfortable levels of crowding could become the norm at many hub airports.”

McKinsey has this to say on the issue: “Unfortunately for the industry and its customers, headlines from summer 2022 were filled with stories of long queues, delayed flights, and lost bags—leading to a rise in customer complaints.”

When I have been in airports this year I have wished I was wearing the football pads I wore in high school and the helmet would have been a nice touch.  Getting anywhere was a matter of threading through restive crowds.

Sure, I understand the retailers who pay substantial rent for their squats in the airports want more revenue – but the answer to that might be better prices, smarter inventory, and a whole lot fewer stores. I cannot recall buying anything beyond a bag of nuts and a bottle of water at an airport store in years.  

I get it: airport retailers think they have an e ticket to the winner’s circle because ecommerce cannot compete with them and so far neither Amazon nor Uber knows how to deliver to airport terminals.  

But I still am not buying from airport shops and I definitely am not hanging out in airports when no flight is on my schedule.

I strongly doubt the addition of non flying airport visitors will boost retail. We don’t shop in malls anymore, why would anyone think airport retail has a future?

Back up a few steps. Let’s consider the root reality.

Let me ask you this: when you think of an airport what comes to mind? I immediately think of long lines, crowds, smelly bathrooms, bad, overpriced food, stores that have no obvious point and, oh, did I mention, everything is priced higher than it should be.

I see no reason to apply for entry beyond security and if I want to meet a friend or relative I can meet them at baggage claim so who needs the entry pass to go deeper into the airport?

To say nothing about the waste of TSA staff time and resources vetting these idiotic applications for entry.

File this under really dumb and desperate ideas.

Exhibit Two

ThePointsGuy story caught my eye: “Hawaiian Airlines wants to lure premium travelers with new amenity kits.”

Luckily I wasn’t drinking morning coffee because I’d have spit a geyser up in furious laughter.

Would you pick one airline over another over an amenity bag and can you imagine what would have to be in one to win your custom?

Maybe if the carrier tucked an ounce of Maui Wowie in the kit and said smoking weed inflight was island cool.

Alas, such filler is not to be. TPG breathlessly spilled the kit’s details to us: “business-class travelers will be treated to kits that include sleep masks, toothbrushes, pens, earplugs and tissues, along with toiletries like lip balm in a cream-colored canvas bag.”

To call this humdrum is to flatter the wit that created it.

Enough said.

We are entering full travel zany as unclever marketers clumsily compete for our affections.

I can scarcely wait for the next installments in this story.

And don’t be shy. Use the comments to post your favorite dumb travel innovations.

By Robert McGarvey

Hotel cybersecurity stinks.  There’s nothing new in that pronouncement.  I’ve written about that for years.  

But now there is more – and worse – news.  Tech company Akamai has reported that a new and super slick phishing scheme is now targeting hotel guests and successfully collecting credit card info for exploitation by cyber crooks.

The theft gets its start with an infiltration and hacking of the hotel’s computers.  It begins when the cyber criminal makes what seems to be a legit hotel reservation.  That is followed up with what appears to be a benign email about more info that is needed, nothing unusual.  Perception Point cyber researchers document what happens next: “Once the targeted hotel’s employee replies, the attacker ups the ante. Their follow-up email is carefully crafted to elicit both empathy and a sense of urgency. For example, they might claim that their son is prone to anaphylactic shock due to specific allergies. In other cases, the attacker could appeal to the hotel’s sense of responsibility towards elderly guests, stating they have parents over 70 and wish to print photos for them during their stay.”

Then the attacker sends an email with a URL – purportedly perhaps to their parents’ medical records –  but when that is clicked on malware downloads to the hotel computer and InfoStealer tools busily siphon off sensitive information from the system.  

Sounds bad? It is, very bad. But what Akamai has now reported is an update to the InfoStealer that directly puts you in the crosshairs of this cyber attack.

Picture this: you have a reservation for a hotel room in Manhattan during a busy week when you know rooms will be in demand.  You get an email that says: Due to an update of our reservations system we need you to confirm your credit card details.  We apologize for this but it is essential for us to hold your reservation. Please use this link: MyBooking.MyHotel@hotel.com

Understand: the crook knows you have a reservation. Probably the email even specifies the correct dates, maybe even your room rate. They have scraped that data off the hotel computers.

This email is not one of those idiot messages – I get them weekly – telling me a package cannot be delivered because of an inaccurate address, please update your delivery information here.  Aside from the misspellings, the message just screams: cretin amateur.

Not the message from your hotel. It has the facts that will probably persuade you this is legit.

But click that link and you just stepped into a world of misery because you have downloaded slick malware. Akamai tells what has happened: “This downloaded script is designed to detect the victim’s information and ensure that it would be difficult to analyze or understand by security analysts. This obfuscation technique speaks to the sophistication of the attacker(s) who are behind this.”

You did not even notice malware has been downloaded. It happened in the blink of an eye.

In this process you will be asked to re-enter your credit card info – number, expiration date, security code.

Why wouldn’t you enter that? You already gave the hotel this info and so in your mind you are just reconfirming what you already told them which you do because you really want to hold that room.

But when you do that, you are screwed.

So what should you do if you get that email asking for a reconfirmation of your credit card data?  Call the hotel.  Don’t email. Use the phone.  Call and ask to reconfirm a reservation.

Alternatively, go directly to the hotel’s website and find your reservation info.  All looks fine? You are ok.

Should you mention the email you got? Up to you. The hotel probably already knows this is happening because it is happening to many guests but if you want to be an Eagle Scout and blow this whistle, do it.

The bigger issue is: this attack dramatically ups the sophistication of the scam.  It is easy to see many of us falling for this.  You’re checking email early in the a.m., you see that hotel email, you’re leaving tomorrow for New York so, sure, you click the link.

If you had had that second cup of coffee maybe you wouldn’t have. But you didn’t and you did.

Before you click on any links in emails about your upcoming hotel stay, remember what you read here. And just don’t.

By Robert McGarvey

Google, make no mistake, is not in AI to be an also ran.  Its plan is to be the winner in this high stakes game and travel is emerging as a particular hot spot for AI innovation.

Case in point: Google just a few days ago tweaked Bard, its AI tool, so that it integrates with multiple Google products including Gmail, Docs and Drive and if you use those apps you are missing a bet if you don’t also use Bard.

The real payoff for travelers using Bard is that it can now scrape data from those core apps and it also is updating its database realtime including data from Google Flights and Google Hotels.

Faced with a realtime decision – should I book an Airbnb whole condo in Madrid’s Lavapies neighborhood at an attractive price, Bard told me to go for it.  Or, rather, it gave me a neighborhood thumbnail that told me this works well for me.

So I booked.

Next I asked what’s the best tapas bar in Lavapies – because time in Madrid without tapas is time not well spent.  It came back with a group of five and the bonus is that in addition to one sentence write ups about each Bard placed them on Google Maps for me.

OK, so now I want to know how to get to the Prado, really the centerpiece of any Madrid holiday. Back comes Bard with an 11 minute trip on the metro – and call me weird I adore taking subways pretty much wherever I go.  Of course there’s a Google Map view too.

Where to eat dinner – which, you’ll recall if you have been to Spain, isn’t served until 8 pm?  My choice from Bard’s group of five is Los Porfiados with its rescued furniture decor.  Of course Bard offers up four more options so I will eat eclectically during my stay. There’s a Google Map, natch.

Sure, I’ll want to eat in the Airbnb apartment, at least occasionally, so where to buy groceries? Bard offers up five choices and the expected Google Map. Probably my winner is Carrefour but you might prefer Foodland Madrid which Bard tells me is an Indian market.  

A question I should have asked long ago is how get there from the airport. Bard knows and tells me it will take 47 minutes, just 15 more than a taxi and lots cheaper. Also great fun for a subway maven.

Couldn’t I get most of this info through a simple Google search? Not exactly. Yes, the bare facts would pop up in search but what Google is cleverly and seamlessly doing is weaving in various of its tools.  The map integration is especially useful for a traveler as is the convenience of the integrated package especially if you are hunting for info on a mobile phone as I often will be doing on a mobile phone (thank T-Mobile for free data in Spain).  

The potential payoffs multiply when planning a group trip is on the agenda. Here’s what Google says: “For example, if you’re planning a trip to the Grand Canyon (a project that takes up many tabs), you can now ask Bard to grab the dates that work for everyone from Gmail, look up real-time flight and hotel information, see Google Maps directions to the airport, and even watch YouTube videos of things to do there — all within one conversation.”

Losers in this rise of very useful travel AI of course will be guide books.  I still see value in highly targeted guides such as John Brierly’s extraordinary Camino de Santiago books or Bebe Bahrami’s wonderful guide to historic places, sacred sites and more along the Camino Frances but when you want the Joe Friday, just the facts info Google Bard is hard to beat.

Incidentally, Kevin Roose at the New York Times is down on this new Bard which he describes as “a mess.”  I don’t actually disagree but what I see is a first draft that has immense potential and I also believe Google will get most of the parts working in harmony soon.  Probably very soon because Google is in overdrive on this.

So if you are heading to parts unknown next week, don’t be too quick to jettison your traditional info sources and put all your faith in Bard.  But if the trip you are researching isn’t until 2024…I know I won’t hesitate to give Bard a tough trial run.