As struggling U.S. air carriers try to reach profitability by scaling back services, consumers will soon be missing another staple -- the paper ticket.
The association most of the world's airlines belong to has reached consensus that its members will stop issuing paper tickets for travel as of June 1, 2008. Checking in for a flight from a PC, mobile phone or airport kiosk has become the norm for many frequent travelers, but this is no longer simply an option for frequent, tech-savvy travelers.
Consumer Help Web receives many complaints from travelers who don't often travel for business and might only take several flights in their entire lives. The familiar processes frequent travelers grumble about are unknown to those consumers.
Many start standing in line the moment they reach the airport, unaware of luggage weight limits, how to operate check-in kiosks or security checkpoint procedures. If a consumer flies once every few years, the rules constantly change, and they often miss a connection, are forced to abandon a keepsake at security or waste time standing in at least one too many lines.
Airlines are like many physicians in such cases. Accustomed to seeing a crush of humanity and horrible situations, the average consumer's frustration seems minimal and not worthy of effort. When Consumer Help Web contacts airlines (or cruise ships or even bus lines), even our team is sometimes greeted with a perfunctory offer of extra frequent-flier miles for our customer or a coupon for a future trip. Since neither are very valuable for consumers who don't travel by very often, we have learned to excel at guiding our consumer customers to an appropriate resolution they want to receive.
Meanwhile, we love technology, but we're not sure there was enough time to phase-in the "no paper ticket" rule. Tell us what you think below.
Zagat, the favorite foodie survey company that has become ubiquitous online, has moved its technology to a new area -- health care.
Anthem Blue Cross and Blue Shield has announced that a partnership with Zagat that allows consumers to rate their physician experiences. Insurers and managed care companies have compiled physician and hospital metrics for years, and many web sites offering physician "report cards" have launched in the last few years, but the program links two brand name organizations in a new field.
The service will initially be available only in parts of Ohio, but with both companies having national partnerships, one can easily imagine the program spreading if successful.
The results can be a mixed bag, warns Consumer Help Web's George Bounacos. "We find that extreme emotions, either positive or negative, compel people to review or comment on goods and services," said the consumer advocate. "There is a danger inherent in crowd rating versus traditional market research that bias can move the results to consumers who feel strongly about a physician one way or another."
Bounacos advises that the ratings should be a part of a consumer's research and not serve as the only measure to determine whether someone should see a specific physician.
This move will be unpopular with merchants of every stripe (although we've never had a chargeback at Consumer Help Web so we don't mind...), but American Express' new "billing inquiry" resolution process improves an already good process.
Amex used to flag the funds in question, ask the merchant or member to supply documentation and then make a decision. Now the burden of proof is strictly on the merchant (as it should be in any billing dispute) and the process can be initiated online in addition to phone.
Capping the entire process is a fairly long satisfaction survey to gauge the customer's reaction to the process. The financial services company says it will make a donation to the American Cancer Society for each completed submission and has donated over $400,000 so far. We understand enough about marketing to know that there is a cap and that the value of an individual survey may not be much.
That said, whenever a company tries something new and asks if you like the new process or procedure, you're being a smart consumer to vote. In the world of customer sampling, even a handful of votes can garner lots of upper management attention. Make sure they hear your voice.
As struggling U.S. air carriers try to reach profitability by scaling back services, consumers will soon be missing another staple -- the paper ticket.
