So the airline representative responded to your complaint with all the verve, empathy, and interest of a Madame Tussaud wax figure—icy cold stare, random eye rolls and gum snapping notwithstanding. Better try Plan B: talk to Uncle Sam; he’ll listen (and take note).

Each month the DOT publishes statistics based on consumer feedback and airline performance, ranking airlines from best to worst—a list the airlines say they take seriously. For airline-related issues such as canceled or delayed flights, on-time baggage delivery, and ticket refunds, comments should be directed to the Department’s Aviation Consumer Protection Division  

You can also view the annual Air Travel Consumer Reports for specific airline rankings.

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How did we survive without the Internet?

One minute you can secure a great recipe and fine cooking demonstration for figgy pudding, and the next you can access the wait times for security checkpoints at the nation’s airports. (Either way the information is tasty.)

By making available the historical wait times (average and maximum) for security lines at U.S. Airports, the Transportation Security Administration (TSA) is working to keep you better informed when planning travel.

Take a look at your airport’s security checkpoint historical wait times.

In this season of travel tips, I also offer up the following informational links for your consideration:

FAA: Airport and system flight delay information 

TSA travel security tips: packing food and gift items

TSA travel security tips: permitted and prohibited items

TSA travel security tips: 3-1-1 for carryons (liquids and gels)

FlightStats: Fly Smarter: This is a great site, comprehensive in its compilation of information about flight status, airport information, flight tracking, historical flight reports and as they say, a whole lot more.

Seat Guru: All planes are not created equal and seat guru can take you on an overhead tour of the cabin and a view of what's in store on what row and what amenities to expect on each airline.

Tripadvisor is my best traveling friend and confidant. I never book a hotel without first checking in with Tripadvisor for a first, second and third opinion. 

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The title Road Warrior doesn't come easily.

Business travelers have had to earn that moniker through fortitude, finesse, endurance, moxie and a keen sense of timing. Sliding into your seat 15 minutes before departure, business journal, laptop and latte' in-hand doesn't just happen on its own.

Here are a few of my latest travel tips to prevent you from encountering turbulence.

Study your profile.
Make sure your online profile information is always up to date and accurate as it's the template for your travel. Your profile's settings and preferences speak for you, whether determining hotel amenities, airline seating preferences, car rental choices or frequent flyer credit.

Check in online.
You have a couple options here. Your Expedia® Corporate Travel itinerary provides a convenient link for Web check-in. In addition, you can also check in directly on the airline's Web site (usually 24 hours before departure). Just follow the prompts; print your boarding pass; and head to the airport. This also helps lock in your seat at time of check in.

You can't take it with you.
With security rules changing on a week-to-week basis, who knows what is and isn't permitted on an airplane. Take a look at the Transportation Security Administration's (TSA) prohibited list and security travel tips.

Create a paper trail.
Leave an itinerary with a trusted person. Just add the party's email address to your profile for itinerary forwarding. You should access or keep a record of passport and credit card numbers, and contact information should valuables turn up missing on the road.

Stay charged up.
If your cell phone is indispensable, consider bringing along your charger in your carry-on luggage. Being in the middle of a business call, only to lose your signal to a waning battery, is just not a good career move.

Map out your travel plans.
Know your destination. The Internet is a powerful ally in helping you know before you go. Most travel site providers or map sites can locate whatever it is you're looking for and provide driving directions as well. Just start with an address or general location to find restaurants, hotels, shopping and entertainment.

Dude Where's My Car
Consider taking a digital snapshot (phone or camera) of your airport parking place. How can anyone remember where they parked after a week on the road (or if they took the airporter)?

Well there's my two cents, now it's your turn to provide some hugs for the road warrior. Tell us some of your travel tips?

Safe travels, Tom

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Q: I recently purchased a ticket and then ended up canceling the trip. The cost of the ticket can be applied to future travel, but I am told that if I do not use the total amount of the ticket all at once that I will "lose" the balance. (For example, unused ticket was worth $700, and new ticket is $400. The $300 unused will not be "banked" for future tickets -- it will be forfeited.) Is this correct? Appreciate your help.
— Stacy M.

A. Stacy, that's a great question. For a little background, in the old days (pre-2000) when we held paper tickets, it really represented currency. Losing a ticket was like losing cash as it held a designated value.

Nowadays with e-ticketing, the computer generated and stored ticket still holds value, but in the dark recesses of cyberland. (not a techical term).

An airline ticket usually holds its value for a year from the date issued, though a few airlines make it 90 Days. While most tickets are nonrefundable, you can still apply the value of the unused ticket toward the purchase of a new ticket.

For some airlines, the value of an old ticket can only be applied to one ticket in your name. You must use it in its entirety or lose the value remaining, which in your case was $300. (Use it or lose it, so to speak.) And then some airlines will reissue the ticket and apply the remaining value to a Miscellaneous Charge Order or MCO for future use on another ticket, so you realize the old ticket's full value.

Now let's talk about penalties (you knew this was coming). The airline will charge a penalty of $50 to $100 for the exchange (more for international flights). And again some will allow you to take the penalty value out of the old ticket's value while others will not.

You have a few options to use the entire value in a case where the airline won't issue an MCO:

1. Reissue the value for a higher first class ticket or business class. (If it's a business trip, be sure to clear this with your Travel Manager or the next trip you book will be to the doghouse.)

2. Expand your itinerary to include another city. Perhaps to visit a branch office, meet with a new client or inform a prospect (or my favorites: take in a show, shop, eat and sightsee).

3. If you have several future trips planned, make sure you reissue the old ticket against your highest cost itinerary.

In the future, you may consider buying a refundable ticket if the price difference is negligible or if history tells you the trip's status is up in the air or on the verge of cancellation.

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So I had my first experience with video on-demand a couple days ago on a Delta flight back from East Coast.

The flight was delayed two hours getting out of JFK so it came in pretty handy. If you haven't seen this yet, here's how it works: It's a touchscreen set-up located in the seat back. On the screen it gives you a pretty straightforward interface that lets you select from movies, TV shows, video games, music or the interminable flight progress screen that shows you the the little airplane icon that never seems to move.

Much of the quality content is on a fee basis, but there was a fair amount of decent free material available. The TV programming was provided by Dish Network so it was pretty cool to sit back with shows I'd watch at home such as Survivorman. There was a Survivorman marathon happening during my flight so I think I watched about 4 episodes of the show -- including an entire episode while we sat on the ground.

You can use your own headphones or you can buy a pair on the plane. Keep them handy because since the technology is integral to the plane, you can be watching TV at times that it's not otherwise OK to use personal electronics.

It felt very revolutionary to be watching my choice of entertainment during the flight. Odd that just watching TV felt luxurious. The biggest downside was the signal was not stable. There was a lot of freezing and picture-scrambling during the flight. Something about it being just regular TV changed my expectations of having a clear signal somehow. Somewhere in the middle of the flight the signal cut out completely. Must have been out of satellite range or something (odd since you're way up in the air!). Once we got closer to Seattle the TV flickered to life again. Fortunately the music choices were actually pretty decent and that's coming from a music snob. I didn't spend any money on premium programming, but if I was on a long international flight, that $5 charge probably would have seemed like nothing.

All in all, great progress and I look foward to the day when video on-demand is standard on all flights. Just a few kinks to work out, but this was way better than another detailed reading of SkyMall.

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Today we revisit wisdom from the ages. In 50 BC Rome, philosopher Marcus Tullius Cicero spoke the immortal words, “Before beginning, plan carefully.” (Top that, Socrates.) And while the man did not mince words, two thousand years later, his simple truth endures, especially from the perspective of the business traveler. Early planning can be your biggest ally, particularly this summer when travel numbers will set new record levels.

The sooner you plan a trip, the better your travel options: better fare availability (14-day advance purchase as opposed to full fare coach), better routing (nonstop flights as opposed to multi-stop with lengthy layovers), better seat selection (aisle seat as opposed to killer-B middle), better hotel selection (mid-town, four-star penthouse as opposed to rural freeway-accessible motor court), and better rental car models (Sporty Mustang convertible as opposed to a sporty mustang with saddle).  While it may seem like I'm stating the obvious, I contend that the traveler’s most formidable foe is not a crowded airport, oversold flight or surly gate agent; it’s an unsuspecting culprit called procrastination.

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Q: I have a couple long flights to Asia coming up and wonder what your thoughts are about exercising on the plane. I'm worried about circulation after sitting so long.
— Leslie B.

A. Hmmm, Leslie, considering my favorite bench press involves a burger and bratwurst, I may not be the best person to ask about exercise; but since your question entails a plane, I deem myself eminently qualified.

It looks to me that you're worried about Deep Vein Thrombosis or DVT, a condition also called Economy Class Syndrome. Basically, long periods of sitting still and inactivity can cause blood clots that may slow or stop blood flow. (Hopefully this doesn't apply to watching TV or time in a hammock.)

Medical experts don't suggest you drop and give us twenty on your next long-haul flight, but there is a consensus that travelers should consider some healthy diversions as in-flight preventative measures to avoid DVT. (See, you can exercise at 30,000 feet.) Medical experts suggest some of the following precautions may help:

Many airlines in the long-haul business have developed resources to address travelers' in-flight health concerns.

British Airways' online health and medical information section covers everything from planning your flight to jet lag.

Continental Airlines offers tips for healthy travel complete with some snappy drawings of in-flight exercises.

(Warning: the knee-to-chest stretch can elicit judgmental glares from fellow passengers, and threaten already weak trouser seams.)

Qantas also offers some helpful tips for your in-flight health, including an in-flight workout.

So Leslie, use your discretion in following the tips listed above. If you opt for a little in-flight stretch and isometrics, try it at home first. Sharp and unpracticed moves can leave crew members and fellow passengers lightly bruised and mildly dazed.

Have a question for Tom?
Tom Conway, who remembers last touching (and seeing) his toes in 1999, looks forward to your questions, comments and tips below:

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Taking it With You

What's Your Favorite Travel Whine Wine?

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The airline industry has a lingo all its own: biffy for a door on a plane you hop in front of after guzzling three cups of coffee and a ginger ale; tarmac for an airport runway that doubles as an airport parking lot; and UM or unaccompanied minor for Mom and/or Dad have two weeks of peace and quiet.

For today's vocabulary lesson, I bring you the terms contract of carriage and Rule 240. Before your eyes glaze over and you think about jumping to a more entertaining online venue (as if there is one), hear me out. This information may come in handy.

Each airline is bound to its contract of carriage, the guidelines and rules that constitute a contract between the passenger and the airline. With deregulation, the airlines file their conditions of carriage with the Department of Transportation (DOT), explaining what they will do for passengers in delayed situations and other scenarios.

The contract of carriage is posted on the airline's Web site. Here's an example of United Airlines Contract of Carriage Summary or the entire contract at 46 pages

Within the contract of carriage is an airline delay guideline often called Rule 240, a holdover when the term was a federal mandate that airlines followed in accommodating domestic stranded or delayed passengers.

In most cases, Rule 240 is the carrier's obligation to rebook you on another flight or airline if you meet the criteria found in the contract of carriage. If a mechanical problem is causing the delay, the airline has a greater responsibility to find you an alternative, but usually only after an hour or two delay.

Why bring up Rule 240? I think it's important to know what an airline will do for you in a delay situation or rather what you can ask for based on their contract of carriage. The information is available on the airline's Web site under the contract of carriage's delay section.

Another fine resource, My Travel Rights.com, is a Web site created by Al Anolik, Esq., a.k.a. the dean of travel law. He offers a crash course on rule 240, and provides links to each airline's Rule 240 on scheduling irregularities and the subsequent responsibilities to the customer. See My Travel Rights.com, Rule 240.

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With the sun never setting on the British Airways empire, the airline has come up with a way to help passengers say goodnight to sleepless flights: downloadable sleep advice.  Resident sleep expert Dr Chris Idzikowski, a.k.a. Dr. Sleep, is featured on a series of free podcasts, covering all things related to travel narcolepsy: 
Episode 1 - Sleep basics
Episode 2 - Managing travel fatigue
Episode 3 - Synchronizing your inner clock
Episode 4 - The business side of sleep
Episode 5 - Overcoming jet lag

Click here to access the free podcasts.

British Airways takes in-flight health seriously and offers one of the best online advisories for a traveler’s health and well being. Take a look at some other related health topics, and nighty night, titans of industry.  

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It's baaaack--the newly updated General Services Administration (GSA) National Per Diem Directory for fiscal 2007! (Please, no yawning). Excitement aside, this report is a handy tool for the traveler and Travel Manager. It outlines and offers useful information as a relative measure for cost comparisons and standards between U.S. cities for travel expenses as seen in the links below:

Domestic federal per diem rates
Private auto mileage reimbursement rates

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The air industry report card for 2006 is in, and like an anxious parent, I want to know if the airlines made the grade.  (Uh oh, It looks like some carriers may need to spend a little more time in detention.) 

According to the U.S. Department of Transportation’s (DOT) Air Travel Consumer Report, U.S. airlines experienced a higher rate of flight delays and more reports of mishandled baggage about airline service in 2006 than in 2005. Oddly though, passenger complaints are down from a year ago.  My guess is passengers have resigned themselves to the current state of air travel and thus lowered their expectations of airline service. 

When it comes to on-time performance, the bar is set pretty low. According to information filed with the Bureau of Transportation Statistics (BTS), http://www.bts.gov/ , the 20 airlines reporting on-time performance with DOT recorded an on-time arrival rate of 75 percent in 2006, down from the 77 percent mark of 2005.  (Well, two percent is two percent.)

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Roy Rogers said it best, "Happy trails to you, until we meet again."

Whether a happy trail or incident-free business trip, traveling safely is job one in my book. Crime can dim a trip to the City of Lights, or take a bite out of a visit to the Big Apple, especially if you're an easy target. The first line of defense from theft in any city is being prepared and taking precautions.

Here's where I plug a great online Webinar hosted by Expedia Corporate Travel.

Register now for this live Travel Safety Seminar

Kathleen Ameche, author of The Woman Road Warrior, will be presenting an online webinar to share her expertise on travel safety. (You could say she wrote the book.) And while the subject may be serious, it's safe to say that the lively online presentation promises to be both informative and engaging. Kathleen will also take your questions.

This free live presentation will be Tuesday, March 13, (10 a.m. PT, 11 a.m. MT, Noon Central, 1 p.m. ET).

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When Good Airlines Do Bad Things*
or
Airlines Behaving Badly *
or
I'll Give You Something to Complain About*
 

So the airline representative responded to your complaint with all the verve, empathy, and interest of a Madame Tussaud wax figure. 
 

Still needing an outlet to vent, you turn to anyone who will listen. Not surprisingly, you become the pariah of the cocktail party circuit—guests disperse, fearful you’ll recount your most recent airline trip and subsequent mishaps. No one dare ask you, “How was your trip?”
 

It’s time someone listened to your whining airline complaints with purpose and intent; and that someone is Uncle Sam.
 

The pen (make that email) is mightier than the whimper. For airline-related issues such as cancelled or delayed flights, on-time baggage delivery, and ticket refunds, comments can be directed to the Department of Transportation (DOT) Aviation Consumer Protection Division.
 

Each month the DOT publishes statistics based on consumer feedback and airline performance, ranking airlines from best to worst—a list the airlines are beginning to take seriously.
 

View the Air Travel Consumer Report by year for specific airline rankings.

*Sometimes there are just too many good heading options and I feel the need to not waste a one. I tend to believe more really is more.

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Perhaps the worst job I ever had (replete with nametag and an ill-fitting polyester uniform) was my stint in an airline's lost and found department or as the airline like to encourage passengers, the Baggage Service Center.

I could have been Brad Pitt handing out twenties and it wouldn't have helped. There's not enough lipstick available to put on the pig called lost luggage. Add to that my uncanny knack of attracting customers with anger management issues and I knew I was on the fast track to Dante's inner circle.

We really did care about reuniting passengers with their luggage, and in most cases we were successful. While most airlines average five to 10 lost baggage claims per 1,000 passengers, it does not mitigate the fact that someone is attending a business meeting in yesterday's clothes or making a wedding toast in their jammies.

Here are my tips to help ensure that you and your luggage never part ways.

Check in on time: you may make it to the gate, but your bag usually has a more circuitous path to complete.

• Nametag on your luggage: include name, address, and phone, both inside the bag and out.
• Make your luggage unique. Everyone seems to own the same black nylon suitcase. Add a decal, affix a pompom, doodle a doodle on the case. You'd be surprised how many people pick up the wrong bag.
• Eliminate loose straps: baggage travels miles on automated systems that are yearning to stop anything that is not designed to go with the flow.
• Remove all old checked baggage and bar-coded tags.
• Reconsider en route flight changes if you wish to travel with your luggage.
• Verify the final destination on your checked baggage tag and stub.
• Don't over pack your luggage.
• Keep valuables and medication in your carry-on luggage.
• Try not to book connecting flights with tight minimum connecting times. You may be able to run to the gate, but your suitcase is at the mercy of the transfer cart.

You may wonder what happens to unclaimed luggage. After at least 90 days of intensive tracking by the airlines, anything declared unclaimed is fair game to be resold to a third party such as the Unclaimed Baggage Center in Alabama.

Over one million items pass through this store annually, including clothing (sweat suits as far as the eye can see), cameras, electronics, sporting goods, jewelry, books (more John Grisham than can fill a courtroom) and of course, luggage.
 
Curiously, prices don't seem to reflect one glaring consideration; the merchandise is used. (Hey, I recognize that pair of wingtips!)

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Business Traveler magazine announced the winners of the 2006 Readers' Choice Best in Business Travel Survey. The survey randomly samples the Business Traveler subscriber base, allowing the readers to recognize the companies who have made their business travel more enjoyable.

Here are some of the results:

-Best overall airline in the world: Singapore Airlines
-Best airline for North American travel: Continental Airlines
-Best airline for international travel: Singapore Airlines
-Best business class in the world: Virgin Atlantic Airways
-Best first class in the world: Emirates
-Best premium economy class in the world: United Airlines
-Best airport in North America: Denver International Airport
-Best hotel chain in the world: Marriott International
-Best luxury hotel chain for business travel: Four Seasons Hotels

 Which traveler providers are your favorites?

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I work with some great people, and one my favorite "Expedians" is Willy O.  In working directly with travelers, he suggested I write about the use of the term direct flight when travelers actually mean to say nonstop flight. He said he's has travelers calling in to ask why their itineraries show a stop when they've requested a direct flight.

Willy, has a great point and as someone with whom I'd trust all of my bookings, he knows of what he speaks. Travelers often use the words nonstop and direct interchangeably. Well, that has got to stop; it's for your own good and here's why.

Nonstop means just that: no stopping along the way. You are going from Point A to Point B. You take off and you land only once.

On a direct flight, you don't change planes but you may have multiple stops. You go from Point A to Point B and land at your destination, Point C. While you stay on the same plane the entire flight, it is by no means a nonstop flight.

The distinction can have a huge impact on the traveler.

For instance, Willy recently traveled on a Honolulu - Seattle flight which continued on to Chicago. A passenger on the flight had a mid-trip meltdown upon learning that the flight stopped in Seattle.
He declared to the flight attendant, "They said this is a direct flight to Chicago." She replied, "It is, and it has a stop in Seattle." (You can see where this is going.)

The poor guy had changed his original nonstop Honolulu- Chicago reservation to catch this earlier flight. Even though this new flight left earlier, he would arrive in Chicago later because of the Seattle stop.

Here's what I propose. Place a rubber band around your wrist. Newspaper roll strength is fine. Now every time you say direct when you really mean nonstop, I want you to pull and release the rubber band. Remove the rubber band when you have removed direct flight from your travel vernacular.

This is tough travel love, but the next time you skip an unwanted Cleveland, Seattle or Denver stop, you'll thank me. (Though, lovely cities they are.)

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It's that time of year when travel takes on a whole new, dare I say, ugly uglier face. I recently received a question from a reader of my Business Class column and thought it would benefit travelers everywhere or those just crazy enough to travel over the holidays (uh, that would be me).

 I can't believe I was convinced to book a trip the week of Thanksgiving. I'd appreciate any tips you have for travel that week.
—Susan J.

Susan, my first inclination is to suggest you schedule an appointment with your doctor to have your head examined, then sign up for a couple assertiveness training courses.

Who am I kidding? Of course I'll be right in line with you as I too was convinced (make that coerced) into traveling during the holidays. (How did this happen?)

My over-the-river-and-through-the-woods odyssey requires a transcontinental flight, two layovers and a travel time more suitable for vampires and barn owls than a natty travel writer.

But I will neither despair nor whine further (at least in public) as I've harvested a cornucopia of travel tips for your (and my) consideration.

• Book a nonstop where available. (So didn't happen.)
• Consider arrival and departure times in relation to rush hour traffic. (Miami at 4 a.m., not a problem.)
• Pack luggage the day or night ahead.
• Plan airport parking or ground transportation. (See who your real friends are.)
• Create a travel checklist. Don't forget ticket information, Web check-in printout, ID, cash, extra-strength aspirin, eyeglasses, cellular phone, patience, etc).
• Double check your departure time well before your departure.
• Check in online and print boarding pass prior to leaving for the airport (usually up to 24-hours ahead of flight time).
• Have a meal before traveling. Flights of three hours or less rarely have meals. (Feel free to read between the lines.)
• Leave earlier than normal for the airport. (Anticipate parking, security screening, sibling rivalry, tantrums, traffic, larger crowds.)
• Be aware that airlines usually release pre-assigned seats 30 minutes prior to departure if you have not checked in. (This is a strong argument for checking in online first.)
• Flights will likely be overbooked. If you're late and miss your original flight, later flights may not have space to accommodate you.
• Remove all old destination tags from luggage. Add ID tags to luggage and inside luggage.
• Don't bring wrapped gifts through security. (The gift card is your new friend.)
• Upon checking in, verify your checked baggage receipts match your final destination. Portland, Maine is not Portland, Oregon.
• Keep valuables, cellular phones, chargers and medications in your carry-on luggage. (See TSA security rules.)
• Adhere to TSA and airline carry-on luggage policies.
• No joking; take security seriously. (Holding cells don't serve turkey and security guards are rarely good conversationalists.)
• Bring snacks for long flights (no liquids from home allowed)
• Email your itinerary to appropriate parties
• If being picked up, give very specific instructions to the chauffeur, and include your cell phone number.

Once on the ground, you're on your own.

As a grown adult who is still relegated to a seat at the kiddie table, I resist offering any advice outside the realm of travel.

Perhaps this year my place setting won't include a sippy cup.

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