BA to charge a seat booking tax

In a bid to stop the rot on losses, British Airways is set to start charging passengers who want to choose their seats in advance as they book flights.

These Ryanair styled seat taxes will impact on people that desire to secure a seat next to each other on a flight, which of course is pretty much any 2 or more people travelling together! Moreover, it will affect anyone with a seat preference such as window, emergency exit or even an aisle.

Until recently BA featured no such levy for passengers that wished to reserve seats in the 24 hours window prior to departure, however as from the 7th of October this has all changed.  Would be passengers that are willing and able to pay can now secure their preferences at the point of booking.

Interestingly the official at BA commented that the move would "give customers more control over their seating options."

HOW MUCH?
Good question! For an economy class flight within the Eurozone, passengers will be asked to fork out an additional 10 GBP per person for the simple right to select a seat. The seat tax rises to 20 GBP for longhaul economy or short flights in business class and to a staggering 60 GBP in business
class on long-haul trips, about the same cost Ryanair intends to charge for future transatlantic flights. A seat in an emergency exit row will cost no less than 50 GBP and can be booked between 10 and 4 days prior to take-off.

Despite BA's assurances that quote: "Customers frequently request specific seats but in the past we've only been able to confirm them 24 hours in advance or on the day. We know people want to secure them in advance and have real control over their flying experience. This will allow them to do that." the reality is that the seat tax is yet another money spinner BA has implemented since recording a net loss of 375 million GBP in its last financial year, as the air travel industry edges towards freefall.

BA have committed to reduce subsidies on staff meals also in yet another cost control measure to save 2.7 million GBP annually. Its a fascinating situation brewing that few would have predicted 10 years ago, especially to see Low-cost rivals, easyJet, react to the seat charge via announcement stating it was the "same old BA, attempting to replicate lowcost principles but charging premium rates."

Its anyone's guess what direction this will take next and bets are on for which airline will be the next to go belly up!

Air India Passenger Goes Crazy Mid-Flight

This past Sunday (10/11) a passenger went, by most media accounts, "berserk" and tried to open the door on an Air India Express flight between Dubai and Mangalore. After two outbursts the belligerent male passenger was subdued by flight crew members and other passengers, and then tied to his seat for the rest of the flight.

Read more 

By Planet Data  

Pentagon Fast Tracks Newest Non-Nuke Mega-Bomb

 There were reports back in August that the Pentagon was trying to expedite delivery of its newest non-nuclear mega-bomb, the Massive Ordnance Penetrator, or MOP. Now the DoD has awarded a contract worth nearly $52 million to speed up placement of the bomb on the Air Force's B-2 Stealth bombers.
It seems the Pentagon wants to have MOP available as a possible option for dealing with suspected nuclear installations in Iran and North Korea.

Read more 

By Planet Data 

Russia Testing 5 ICBMs Before 2010

"Russia's Strategic Missile Forces will launch five intercontinental ballistic missiles by the end of 2009, the SMF commander said Monday.

Read  more 

By Planet Data

N. Korea Tests Missiles, Issues Maritime Navigation Ban

North Korea issued a ban on maritime activity off its east and west coasts between October 10 and 20, and then test-launched five short-range missiles into the East Sea on Monday (10/12). Presumably with the navigation ban in place for 8 more days, the North plans to conduct additional weapons tests.

Read more 

By Planet Data

Alleged Hijacker Surrenders to U.S. Authorities After 4 Decades

Luis Pena Soltren, 66, who is accused of taking part in the 1968 hijacking of Pan Am Flight 281 surrendered to American authorities this past weekend after living in Cuba for nearly 41 years. Soltren allegedly was one of the armed men who seized control of the New York to Puerto Rico flight and ordered the pilots to fly to Cuba.
Once in Cuba the 102 passengers and crew were released and allowed to return to the U.S.

Read  more

By Planet Data 

New Head of Security for Reagan Washington National Airport

 The Transportation Security Administration (TSA) announced this week that Robert Allison has been named the Federal Security Director (FSD) for Ronald Reagan Washington National Airport (DCA), which serves Washington, D.C. and the surrounding areas. Allison had been serving as the acting FSD at DCA since December 2008.

Read more 

By Planet Data 

October Worldwide Events

Autumn has arrived in the Northern Hemisphere and those dark nights are creeping in to haunt us; it will only get worse soon when the clocks go back too! The southern Hemisphere however is starting to smile in contrast as spring is in the air!

The Perpetual Traveller world events take on a more creative form this month and as always there is a great selection to choose from…


World Food Day 16th October 2009

World Food Day is celebrated on the 16th October and focuses on the fundamental aim of preventing people (especially children) around the world from going hungry. With an estimated increase of 105 million hungry people in 2009, there are now 1.02 billion malnourished people in the world, meaning that almost one sixth of all humanity is suffering from hunger.

Further information: www.fao.org


Grand Designs Live 9th – 11th October 2009

The award winning event for design and inspiration for your home returns to NEC Birmingham this October 2009. With lots in store for this year's show including new features and plenty of exciting exhibitors. Grand Designs Live is sponsored by British Gas and remains to be the UK’s No. 1 consumer show for anyone who has an interest in design, building, interiors, shopping, home wares, gardens, kitchens, bathrooms and overall innovation. With yearly exhibitions taking place in London and Birmingham, visitors will be able to buy, build and furnish a house, all under one roof. If you are looking to make the most of your home, the show will provide you with plenty of amazing ideas to unlock its potential and turn your dream home into a reality.

Further information: www.granddesignslive.com

 
TNT Sun & Snow Show 10th October 2009

The travel event of the year is FREE to the public and will showcase sun, snow and adventure destinations. The New Connaught Rooms hosts London's TNT Sun & Snow Show, focusing on the best travel options for those planning a winter getaway. Tour operators, travel agents, airlines and hotels are all involved.

Further information: www.tntmagazine.com


National Pilgrimage of St Rosaire October 2009

St Rosaire is celebrated every year in Lourdes with a dedicated pilgrimage and a special mass, held in the holy sanctuary of Notre-Dame du Rosaire. In 1571 Christian troops provided by the Vatican, Spain, Venice and Savoy overcame a Turkish armada in the entrance to the Corinth gulf. The Pope at the time, Grégoire XIII, attributed this victory to the daily processions of St Rosaire brotherhoods in the streets of Rome. He promptly changed his planned Victory Day to St Rosaire day, to be celebrated on 7 October.

Further information: www.destinationsen.eurostar.com


Barcolana Trieste 3rd – 11th October 2009

Trieste's Barcolana is an extraordinary spectacle that sees families and professional teams battling it out in old hulls and hi-tech boats. It is now the largest sailing race in Europe and takes place on the last day of a nine-day festival.

It all started in 1969 with no more than 50 boats, today over 2000 vessels participate in the race, which is also called the Coppa d'Autunno. It is named after the Societa Velica di Barcola e Grignano, the sailing club which still manages the competition.

Further information: www.barcolana.it


RHS London Autumn Harvest Show 13th – 14th October 2009

The Royal Horticultural Society's annual autumn flower show, held at the Society's Halls in London, features the autumn fruit and vegetable competition, ornamental plant competition, botanical art and photography.

Experts are available to discuss horticultural techniques and the most appropriate autumn bulbs to use in every setting. Many plants are available to buy. Competitions are open to all.

Further information: http://www.visitlondon.com/events/


Royal Albert Hall International Ballroom Dancing Championships 15th October 2009

Amateur and professional dancers dramatically splay their legs, strut and swirl in streamline suits and sexy sequined dresses at the annual International Ballroom Dancing Championships. The best dance talent in the country compete at The Royal Albert Hall.

Known as the Elsa Wells Championships to aficionados, around 360 of the world's foremost amateur and professional exponents of competitive Dance Sport compete for the International Standard and Latin titles.

Further information: www.dance-news.co.uk


Buenos Aires Spring Wine Tour Urbano Various Dates from 16th October 2009

On the third Friday in September, October and November, browse the fashion boutiques along Armenia and Honduras streets in Palermo Viejo while sipping the nominated wine of the night. Each boutique at Spring Wine Tour Urbano represents a national winery.

Malbec, Argentina's pride and glory vine, Cabernet Sauvignon, Merlot and white and sparkling wines each have a turn. Its sister event, San Telmo's Autumn Wine Tour Urbano in March, April and May, is also a great success.

Further information: www.buenosairesstay.com


Louisiana's International Rice Festival 15th -17th October 2009

One of Louisiana's oldest festivals, the International Rice Festival attracts 150,000 people to the town of Crowley annually. Special events include a livestock show, rice cooking, eating and grading contests and two parades, including a procession of antique farm equipment.

Other events include a Farmers' Banquet and Queens Ball, French accordion, fiddle and harmonica contests and frog jumping. Since the inauguration of the festival in 1937, it has been visited by over seven million people.

Further information: www.ricefestival.com


Munich’s Long Night of Museums 17TH October

Munich's Long Night of Museums sees around 90 of the city's museums and galleries staying open through the evening until 2am. Buy just one ticket and you get access to all participating institutions – simply heaven for the culture vulture!

Participants can join a tour or go for a personal selection of the city's wide-ranging establishments, using either specially-organized shuttle buses or the regular buses, underground, trams and trains. Lots of music and parties accompany the evening, which attracts upwards of 40,000 people.

Further information: www.muenchner.de

Olympic Airlines to become Olympic Air with a new face change

After years of a failed aviation business strategy, which clearly impacted on operations, the Greek carrier Olympic Airlines has finally and effectively ceased to exist (as from the 29th of September 2009).

The loss-making state carrier was purchased by the Marfin Investment Group (MIG) powerhouse. A new era is born as the airline is now being relaunched with a slimmed-down network and new aircraft as it moves into the hands of private ownership operating under the name Olympic Air.

The people that be at Olympic Air wasted no time and quickly set up a new website being www.olympicair.com, although online bookings are not yet actually possible. The new carrier officially launched on the 1st of October 2009, with 20 key domestic routes in addition to the following 10 international destinations, whereby both economy and business class services will be available:

1. London
2. Paris
3. Vienna
4. Brussels
5. Amsterdam
6. Milan
7. Rome
8. Bucharest
9. Larnaca
10. Sofia

At Perpetual Traveller we are surprised not to see the Barcelona and Madrid routes not featured in addition to NO German destinations.

The new carrier suggests that it will initiate operations with a lean fleet of 24 aircraft, which is expected to rise to 32 by spring 2010, as it takes delivery of new Airbus A319 and A320 aircraft, as well as new Bombardier Dash 8-Q400 planes.

Olympic Air plans to team up by means of code-share with Delta on flights to New York as from early October 09, and is finalizing code-share agreements with Air France (between Greece and France, as well as to Montreal from March 2010) in addition to Etihad (for routes between Greece and Abu Dhabi, South Africa and Australia).

A brand new frequent flyer program has also been realised and termed as the "Travelair Club". Olympic Air did specifically state that “in recognition of their loyalty, frequent passengers of the former Olympic Airlines who participated in the Icarus programme will be rewarded by Olympic Air with miles of the newly created Travelair Club”. Icarus used to offer miles for life, so we wonder if the "Travelair Club" will match this?

Whatever happens Olympic Air can do no worse than the former Publicly owned Olympic Airlines, however they will have a long way to go to match their award winning new competitor Aegean. With a leaner competitor and new airlines in the market such as Athens Airways and Hellas Jet for Charters, this has to be good news for Greek air travellers

Grant Holmes
Editor
Perpetual Traveller

British Airways launches flights from London City (LCY) to New York (JFK)

As the UK officially and tentatively climbs out of a nasty economic recession, British Airways (BA) recently launched an all-business class flight between London City Airport and New York JFK on the 29th of September 2009.

The 2 daily flights served with an Airbus (A318) aircraft (largest aircraft type presently permitted to use LCY airport) will require a 45-minute refueling stop at Shannon on the outbound journey. BA are stressing that the stop is actually an advantage as Shannon has full Customs and Border Protection facilities, meaning passengers are permitted a complete pre-clearance at the airport, meaning in reality that they will arrive in the US already as a domestic passenger, thereby avoiding the often extremely lengthy US immigration process.

At this juncture the first few flights are reported to be reasonably full, although only time will tell whether this gamble will pay-off, especially considering the delicate prevailing economic conditions. The target market is of course the "Business Traveller" and typically flights for this market are booked on demand with 2 weeks or less notice, so its too early to know whether this business model will work.

Passengers on the new BA business service will be the first to be allowed to send SMS's and emails in addition to being able to use the Internet via an in-flight mobile communications service provided via OnAir.

One fascinating detail of the launch flight is that it bears the most prestigious flight number available, being BA001, originally used by the great Concorde! There are also reports that BA claims a mere 15-minute check-in will be the norm at LCY, which is a far cry from London Heathrow’s bog standard 45 minutes.


In terms of creature comforts the new service features 32 fully-flat beds in a cabin specially designed to psychologically feel spacious and contemporary. The in-flight dining was created in partnership with Roast Restaurant (based at London’s Borough Market), to draw on their expertise of creating menus that feature the very best of British produce and regional specialties.

Passengers that land into London City will be able to take advantage of complimentary Health Club access at the London Marriott (located in West India Quay) to destress and refresh before heading off for presumed business meetings or tasks.

A daily return service (minus Saturday - note that LCY is closed from 12:40 on Saturday to 11:00 on Sunday), since the 29th of September 2009 was launched, which will be increased to 2 a day from mid-October 2009.

TIMING
BA001 
Departs LCY at 1250 and arrives JFK at 1715.
BA002 
Departs JFK at 1830 and arrives at LCY at 0715 (following day).

BA003
Departs LCY at 1600 and arrives at JFK at 2025.
BA004
Departs JFK at 2150 and arrives at LCY at 1025 the following day.

Early lead fares for the new BA route are starting from approx. £1999.60 return (including taxes, fees & charges).

In summary, London to New York is always going to be a highly popular route and this is as luxurious and convenient as it gets. In balance though, it may take some convincing that the Shannon stop is really a plus, especially if one has to go through the rigmarole of getting on and off the plane and it still has to be a gamble to launch such a service in a fragile economic climate.

Grant Holmes
Editor
Perpetual Traveller

Airports Receive $15.7 Million for Baggage Screening Systems

The Transportation Security Administration on September 25 announced that two airports have been awarded a total of $15.7 million for new in-line checked baggage screening systems. John Wayne Airport (SNA) in Orange County, CA received $8.8 million, while Kansas' Wichita Mid-Continent Airport (ICT) gets $6.9 million.
From TSA:
"Inline baggage handling systems use state-of-the-art technology to screen baggage for explosives quickly while streamlining the ticketing and boarding process. This eliminates the need for passengers to walk checked baggage to a screening location before proceeding to the security checkpoint. Additionally, the systems provide on-screen resolution capabilities for security officers screening baggage which reduces the number of re-scans and physical bag searches."

Read more

By Planet Data

TSA Awards Two Airports $11 Million for Surveillance Cameras

Last Friday, TSA announced that it had awarded a total of $11 million to Dallas/Fort Worth International Airport (DFW) and San Francisco International Airport (SFO) for the purchase of additional equipment for closed circuit television (CCTV) systems. The money, $6 million for DFW and $5 million for SFO, comes from TSA's fiscal 2009 funding.

Read more

By Planet Data

Iran Test Fires Warhead-Capable Missile

Iranian media is reporting that the Republican Guard on Monday (9/28) successfully test fired a long-range missile capable of carrying a nuclear warhead. The Shahab-3 has a range of about 1,200 miles - making it able to hit targets inside Israel.
Also, on Sunday Iran tested a number of other short- and medium-range missiles.

Read more

By Planet Data

Italian Aviation in Mental Meltdown

Greetings from Rome Fiumicino FCO, where I was officially informed today by an Alitalia Customer Service Operator that, and I quote... "In this airport the minimum wait for baggage is 45 minutes". It appears the average is even more, like 1 hour and in my case 1 hour, 20 minutes, so beware when checking in luggage for a flight to Rome! 

Italian Aviation overall these days has gone beyond decline to Mental Meltdown! To start Volareweb collapsed recently and Alitalia has been on the brink of ceasing operations for years and the current National outfit is merely the bare bones of its former self. What's worse is that Air One the only viable alternative is part of the same operating group called CAI and the service is actually no better. To add insult to injury, the poor travelling Italians have to suffer a vastly reduced time-table created to further cut costs and for many its wholly inadequate. 

Ryanair and the "Budget Boys" are filling the void, but only by hand picking routes and not always calling to the principle airports on cost grounds, so one ends up in Bergamo instead of Milan for example.

Italy is full of tatty airports, worse for wear and operated with the inefficiency that gives one an unpleasant arrival (delayed baggage with often contempt for the traveller) in addition to a bitter farewell, a lasting effect that impacts negatively on Tourism.

This is a crying shame for a country that hosts some of the worlds most attractive cities, arguably the planets best cuisine and the globes most creative and fashionable design culture. Its even harder to get my head around this negative concept when I personally know so many intelligent, articulate and visionary people in Italy. After all, Rome once dominated all global power on our planet! 

Tracing the root cause of the Italian Aviation fiasco is not actually too difficult when one makes a little investigation, although as everything in Italy its a little complex, emotional and multi-faceted. Firstly, there is a problem with Politics hence direction, which has been the case for decades. It appears there are too many political parties and to gain power the formation of a dodgy coalition is necessary to run the country. Italian Politics has shown that when Media merges with Public life all that remains is a mess.

In conclusion there is no bright horizon for the Italian Aviation Industry in the current form and genuine outside investment is unlikely due to the over-regulation, over-taxing and over-control that any new prospective sane Company does not want to enter into.

I would like to close this article on a positive note however, by stressing the success of one significant player in the field of Tourism. Costa Crociere now successfully operates 14 mega cruise ships and despite the recession they are performing well in a challenging climate. Costa is part of the Carnival Group, however they are very much Italian, with Italian flagged ships, Italian Officers and an Italian Corporate structure for their worldwide operations. The organization, training, quality, reliability, value for money and consistency of the product is simply outstanding and as the only true Italian branded Cruise Line they are a shining example of what is possible in Italy, despite the evident complications of the country. Well done to Costa, if only they operated flights!

Enjoy the cruise of life!

Grant Holmes
Editor
Perpetual Traveller

Lufthansa Flight Makes Mid-Atlantic U-Turn Back to Germany

A Frankfurt to New York Lufthansa flight turned around over Greenland on Saturday because of a suspected oil leak in one of the plane's engines. The plane landed safely back in Frankfurt.

Read more

By Planet Data

NASA Names Final Shuttle Flight Crew

The last scheduled flight for NASA's space shuttles is in September 2010. In preparation for this historic flight NASA on Friday (9/18) announced the crew assignment. The entire crew is comprised of very experienced astronauts.
From NASA:

"Veteran shuttle commander and retired Air Force Col. Steven W. Lindsey will command the eight-day mission, designated STS-133. Air Force Col. Eric A. Boe will serve as the pilot; it will be his second flight as a shuttle pilot. Mission Specialists are shuttle mission veteran Air Force Col. Benjamin Alvin Drew, Jr., and long-duration spaceflight veterans Michael R. Barratt, Army Col. Timothy L. Kopra and Nicole P. Stott."

Read more

By Planet Data

Hungary

Summary

The Hungarian Authorities have removed the epidemic alert at the airport on the grounds that they consider new cases are no longer predominantly caused by foreign travel. The rising number of confirmed cases is caused by domestic, in-country transmission. 

Terrorism

There is a low threat from terrorism. But you should be aware of the risk of indiscriminate terrorist attacks which could be in public areas, including in places frequented by expatriates and foreign travellers.

Hungary Country Profile

There are occasional political demonstrations against the Government in Budapest and elsewhere in the country. These tend to take place on or close to important national holidays with a political relevance - such as 15 March (anniversary of 1848 Revolution) and 23 October (anniversary of 1956 Anti-Soviet Uprising). There have been some cases where generally peaceful political demonstrations ended in violence. As a precaution, you should avoid all political demonstrations.

Local travel

If you intend to visit gay venues in Hungary, please be aware that there were two petrol bomb attacks on gay venues in Budapest, on 27 June and 3 July 2008, and participants in the Gay Pride march on 5 July 2008 were attacked by violent far-right protesters.

Road Travel

In 2007 there were 1,232 road deaths in Hungary (source: DfT). This equates to 12.2 road deaths per 100,000 of population and compares to the UK average of 5.0 road deaths per 100,000 of population in 2007.

It is illegal to drive having consumed any alcohol.

The use of headlights is compulsory on roads outside towns even in daytime.

Public transport in Budapest

Foreign visitors to Budapest are often caught out by the ticket system in Budapest, and fined by ticket inspectors. You should follow the passenger information notices, which are usually printed in English. Make sure you validate your ticket before starting your journey (i.e. before you get to the platform if travelling by Metro; and immediately after boarding buses, trams or trolley buses). You should keep your ticket until the end of your journey and show it to inspectors on request. Please note that you have to validate another ticket every time you change lines.

You should also note that a special ticket is required for use on the night service network.

Local laws and customs

Carry your passport or photo-driving licence at all times. You must be able to show some form of identity if requested, e.g.: by the police. A photocopy is not acceptable.

Hungarian laws on the possession and use of drugs are strict.

Haulage vehicles
Drivers of large haulage vehicles transiting Hungary should ensure they have full vehicle documentation. International loads must be supported by a TIR carnet providing a full inventory of the goods being carried. There is a requirement to leave a financial bond with the Hungarian customs when transiting Hungary with a cargo. The financial bond, minus an administration fee is returned on leaving the country.

Insurance

We recommend that you obtain comprehensive travel and medical insurance before travelling. You should check any exclusions, and that your policy covers you for the activities you want to undertake.

Money

Since 15 June 2007 new legislation on the controls of cash entering or leaving the EU applies in all Member States. Any person entering or leaving the EU will have to declare the cash that they are carrying if this amounts to 10,000 euros or more; this includes cheques, travellers' cheques, money orders, etc. This will not apply to anyone travelling via the EU to a non-EU country, as long as the original journey started outside of the EU nor to those travelling within the EU.

Since early 2008 there have been reports that some newer types of debit or credit cards issued in the UK do not work in certain cash machines in Hungary. The British Embassy in Budapest understands the Hungarian banks are working on a solution. In the meantime if you encounter this problem you should try a cash machine at a different bank, as only certain cash machines appear to be affected.

How to make a professional travel Complaint

For the past 25 years I have been training people working for Companies in the Tourism Industry and Service Sector how to "Handle Complaints" professionally. Now it is high time I shared this knowledge directly with the consumer and proceed further to create a revolutionary code of conduct for "Making a Complaint", which is comprises to form the essence of this article.

KNOW WHO YOUR DEALING WITH
First and foremost its important to recognise that for most instances for the Tourism Industry and Service Sector, when you reach the point of actually making a complaint you are only dealing with a front line representative of the Company. Subsequently you should not at any juncture become angry, hot headed, rude or nasty, as the person on the receiving end is merely a messenger. Moreover, the anger of losing your cool is an expression of helplessness or put simply loss of control, so it most likely will not support your claim. Moreover, you should communicate in a polite, open, assertive, direct and confident manner, which is the right mode to focus on solutions.

Quality Companies provide training on how to handle complaints, so its always useful to understand how this works. In fact you should respect this, as its the hallmark of a quality Company, which serves your interest. In essence all Companies train similar concepts, which boil down to certain stages of handling the complaint. Some are better than others, click How to handle a Complaint?

Assuming you have read and understood how a professional Company should handle your complaint, you are now ready to focus on your performance with a complaint strategy. 

Before I explain this, I would like to stress that as a fellow traveller you have a responsibility to be sincere with your complaint, as I am not advocating trying to get something for nothing. This is a trend that has only served to make travel more costly and restrictive for everyone concerned. If an individual traveller takes advantage with a false complaint, insurance claim or steals something that he/she feels no-one will miss, then the rest of us (everyone else) ends up paying and ultimately the individual traveller will also. Conversely if a Company seeks to take unfair advantage we the travelling public must expose them, magnify the issue and take action with our choices by ignoring the Company. Perpetual Traveller in fact was created to generate awareness of such issues. 

With that said, you are now ready to follow your own strategy of making a complaint. This is particularly useful when the Complaint Handler is not professionally handling the complaint. It also balances the control.

1. ATTENTION
Decide to whom you are going to lodge your complaint to and then get their attention. As earlier indicated do not shout or make a scene. If you have a public debate you will put the complaint handler on the defensive and they will be less likely to give you personally any real concessions, because everyone else listening will want the same treatment.

Therefore, quietly approach your target person and ask to speak to them in confidence or alone and do it courteously.

2. DESCRIBE
Once you have gained the individual attention, you need to concisely describe the nature of your complaint. Do this in the following structured way...

A) DETAILS
Give the small details such as dates, your name, room/cabin/flight number, booking reference etc. You can even write these down or print them to save valuable conversational time.

Unprofessional and busy service operators can forget your details, so your problem will not get solved and you will have to make it all over again. When you spell out the details it eliminates this risk and you stay in the conscience of those that may be able to solve your problem.

B) FACTS
Its always best to state the facts first in sequence of your story. At this stage do not get personal. In particular seek any facts that strongly support your complaint and demonstrate that you are right conclusively.

C) EMOTIONS
Once you have conveyed the facts, you need to transmit how your complaint, problem, situation or challenge makes you feel. Do not overdo it and be sincere.

3. SUMMARIZE
Once you have completed points 1 & 2, it will help your case if you are able to concisely summarize all the key issues of the complete in short simple power messages.

4. EXPECTATIONS
To finish your initial speech, you need to close from a proactive perspective by stating what you expect the Complaint Handler to do or what outcome you would like to see. Be realistic and assertive when making your expectation clear. This stage helps the Complaint Handler understand and focus on what you actually want, which orientates the conversations. Sometimes this is an easy fix as much is assumed, often the worst.

4. NEGOTIATION
When you the person making the complaint using the above process have finished, the person Handling your Complaint will have all the information needed to hand and will likely go straight to seeking a compromise or to solve your issue, as you have done all the work for them. This will be done with your expectations in mind too!

When you receive a proposal of what they intend to do, analyse it and if you are happy enough accept and move on. In the event you are not satisfied, then then make a counter proposal and refer back to the expectations you repeated earlier. At this time you may need to use the "Broken Record" technique by repeating your expectations in precisely the same way. Remember that all the time you are not satisfied keep repeating your expectation.

5. ESCALATE
This stage is only relevant to complaints that were not solved in points 1 - 4. Some situations may hit the point whereby the person making the complaint is repeating the expectation (sometimes unrealistic if it gets this far) and the Complant Handler is repeating the same solution claiming this is the only avenue open. When this happens do not waste more time and ask to speak with the Manager. When you speak with the Manager repeat stages 1 - 4.

6. REPORT
In the rare case whereby the Manager / Director or Chief cannot resolve your issue to your satisfaction, then ask to lodge an official complaint. Request a copy of any complaint form (often disguised as a customer service feedback form) that may be used. Then when you return home write to the Corporate Company (stages 1 - 4) and copy the complaint report.

7. THANK YOU
Whether you succeed the solve the complaint or not make it your business to thank the person(s) that handled (or attempted to) your complaint for their time. At all times portray the persona that you are the ideal future customer, which will stimulate a better response in the majority of cases.

So there you go, now you are armed with knowledge that is rarely communicated in the public domain concerning how to make a complaint. In the capacity of Perpetual Traveller Editor I would love to hear your complaints and experiences as we need to collectively share information and expose Tourism related Companies that take advantage of Tourists and Travellers. I look forward to hearing from you.

Grant Holmes
Editor
Perpetual Traveller

How to handle a Complaint

Below is a fascinating summary of the standard process that is rarely mentioned in the public domain of how to handle a complaint...

1. LISTEN

By rights front line staff should listen to your complete complaint without interrupting and simultaneously demonstrating positive Body Language, including eye contact, the mirroring skills technique and the correct supportive expressions.

If they do not listen to you, it demonstrates a lack of training, so you should immediately and kindly request that they take more care to listen to you as a common courtesy. Some staff just need a reminder.

2. EMPATHIZE
Here the person receiving the complaint is supposed to show empathy, which means to demonstrate an understanding of your complaint, circumstance or situation. All too often service people get this part wrong and proceed to explain coldly, quote policy or attempt an early conclusion thus skipping empathy. This usually puts the conversation on a track to failure.

At this stage, make sure that you are listened to properly and if this is not the case be sure to highlight it.

3. CONFIRM
At this juncture that Complaint Handler should confirm to you what they have understood about your complaint, circumstance or situation. This may be followed by a series of open questions to find out more information followed by some potential closed questions to confirm key points.

Once again all too often people in service positions bypass this stage. If it happens to you, simply request that they confirm their understanding of your complaint before proceeding.

4. ACTION
Despite what some feel and portray as a confusing situation, in the grand scheme of things there are only 3 action options on the table as follows...

A) SOLVE
Here an attempt is made to actually solve the problem. For example if you did not receive a Non smoking room them give you one or if you do not like your steak it is changed for you etc. Often a mere explanation is suffice, especially if new or unknown information is brought to light. If your problem cannot be solved practically without lasting harm then the action will turn to one of the below (A or B).

B) COMPENSATE
In the event your issue cannot be solved or harm caused cannot be easily rectified, then you may well be entitled to compensation. This could come in the form of a refund (part or full), settlement amount or a 'Sweetner' (wine, flowers, voucher etc). The 'Sweetner' is sometimes given even if they do not agree with you, as its determined that you are a desirable customer and may return, so this serves as a form of motivation. This is yet another reason to stay composed and be nice!

C) REPORT
If the person dealing with your claim or the Company rules disagree with your viewpoint, then they may "agree to disagree" in which case a complaint form or report needs to be filled in. This can also occur if the person dealing with you has insufficient power to authorise or arrange points A or B, so you will need to claim later.

5. FOLLOW UP
Professional Companies always follow up, however from my experience there are not so many around these days. This is partly due to the automation of service in the 21st Century and/or the mass market arrangements of Tourism today, which is certainly cheaper, however not so satisfying or personalised.

Follow up really makes the difference and can stimulate a customer to return. Follow up can occur in a simple phone call, letter, email, message or better still by utilising the personal touch.

CONCLUSIONS
There are of course variations to the above, however they all follow a common thread and the differences are generally just wording, expressions or to a lesser extent extra invented stages.

Greece

Summary

SkyEurope Airlines announced on 1 September the cancellation of all its European flights for the foreseeable future due to bankruptcy. Travellers who booked directly with the airline are unlikely to get a refund and should make enquiries with alternative carriers. Travellers who booked with a credit card may be able to get a refund at a later date, but should in the meantime make enquiries with other carriers. Travellers who booked through a Tour Operator should contact them to make alternative flight arrangements. A number of airlines (British Airways, Olympic, Aegean and Easy jet) offer flights to various London airports from Athens.
The Greek Government have confirmed a number of cases of Swine Flu in Greece. You can check for updates on the number of cases and their locations through the World Health Organisation (WHO) website at: www.who.int. The World Health Organisation (WHO) has raised its Pandemic Threat Alert Phase to Level 6. You should monitor local media reports for any developments and advice. There is a dedicated Swine Flu page on this website. Guidance on Pandemic Flu can be obtained on the UK Department of Health website at www.dh.gov.uk. Information on the Greek National Influenza Pandemic Plan can be found on the website for the Hellenic Centre for Infectious Diseases Control (KEEPLPNO) on www.keel.org.gr

The Metro line which connects the Airport to central Athens is currently suspended because of major engineering works. Express buses to central Athens and Piraeus leave at regular intervals on a 24 hour basis from outside the Arrivals area.

Terrorism

There is a general threat from anarchist-related domestic terrorism, which has been on the increase in recent months. Attacks could be indiscriminate, including in places frequented by expatriates and foreign travellers.

There is a history of domestic terrorism in Greece. High profile British interests in Greece should remain vigilant and regularly review their security measures. No attacks have been directed against British tourists, nor have tourist areas been affected.

Domestic anarchist groups remain active and the number and scale of attacks have increased since the shooting of a Greek teenager in December 2008, and the serious riots that followed. Primarily, these attacks have involved the use of explosive devices against Greek institutions and commercial interests. Latterly, some attacks have included the use of automatic weapons against police personnel and their facilities. Commercial and media establishments have also been targeted, and up-market shopping areas are seen by the anarchists as legitimate targets. The most recent incidents involved an explosion on 2 September outside the Athens stock exchange which is reported to have caused one slight injury, and another at a Government building in Thessaloniki with no casualties.

Greece Country Profile

Greece is a stable democracy, however public protests are a standard feature of Greek political life. You should take sensible precautions for your personal safety and avoid public gatherings and demonstrations, which have the potential to turn violent. And are often quelled with tear gas.

Local Travel

Generally there are no local travel restrictions, but you should be aware that certain areas near the Greek borders are militarily sensitive. Although these areas can be visited without any problems, do not take photographs or make notes near military or official installations. In addition, travellers should seek permission before photographing individuals.

Road Travel

In 2007 there were 1,580 road deaths in Greece (source: DfT). This equates to 14.4 road deaths per 100,000 of population and compares to the UK average of 5.0 road deaths per 100,000 of population in 2007

You are advised not to hire motorcycles, scooters, mopeds or quad bikes, as accidents involving these forms of transport are common and can often result in very serious or even fatal injury. You should check that your travel insurance covers you for the relevant activity (for more advice see travel insurance) and you should note that failure to wear a crash helmet might invalidate your travel insurance if you are involved in an accident.

Air Travel

The revised EU-wide security measures that came into effect for all passengers departing from UK airports in November 2006 are also being implemented in Greece.

Local laws and customs

Greek people are renowned for their hospitality. The Greek police are used to dealing with large numbers of foreign tourists, especially on the islands and do so in a low-key way.

Indecent behaviour, including mooning, is not tolerated. The police have made it clear that they will not hesitate to arrest those who do it. You should be aware that the courts impose heavy fines or prison sentences on people who behave indecently. You should bear in mind that some fancy dress costumes may offend the local Greek authorities and be considered as contravening decency laws.

You should not become involved with drugs of any kind, nor bring drugs – including “class C” drugs – from the UK. Possession of even small quantities can lead to long terms of imprisonment. You should also know your alcohol limits as your travel insurance may in some cases not cover you after excessive drinking.

The plant Khat is an illegal narcotic in Greece. You will be arrested and detained with the possibility of a prison sentence if you are caught trying to take Khat into Greece.

Driving any vehicle whilst over the legal drinking limit is heavily penalised and can result in a heavy fine and/or imprisonment.

If you are seeking employment in bars or night clubs in Greece, you are required to have a health certificate/licence issue by the local authorities. Failure to have such a certificate is punishable by a fine and or imprisonment.

In common with many countries there is a requirement in Greece to be able to identify yourself. A passport or document with a photograph on it should be carried at all times.

In order to comply with Greek law, you should ensure that you obtain a receipt for goods purchased. If you purchase pirate CDs or DVDs in Greece you could be imprisoned.

You should not purchase any offensive weapons whilst on holiday. This includes items such as knuckledusters or knives with a blade length of 10cm or above.

From 1 July 2009, it is illegal to smoke in hospitals, schools, vehicles and all public places. The penalty for violating this law is a fine of up to €500.

Visas

Visas are not required to enter Greece. As a British passport holder you may stay as a visitor for three months. For longer stays, you will need to apply to the appropriate office for a residence permit.

Passport validity

Non-EEA (European Economic Area) nationals travelling to Greece must have a passport valid for at least 3 months after the period of their intended stay or expiry date of their visa.

Nationals of the EEA are exempt from the above regulation but must have a passport valid for the period of their intended stay.

Travelling with children

Single parents or other adults travelling alone with children should be aware that some countries require documentary evidence of parental responsibility before allowing lone parents to enter the country or, in some cases, before permitting the children to leave the country. For further information on exactly what will be required at immigration.

Insurance

We strongly recommend that you obtain comprehensive travel and medical insurance before travelling. You should check any exclusions, and that your policy covers you for all the activities you want to undertake.

Money

You are reminded that the currency of Greece is the Euro.

Sine 15 July 2007 new legislation on the controls of cash entering or leaving the EU apply in all Member States. Any person entering or leaving the EU will have to declare the cash that they are carrying if this amounts to 10,000 euros or more; this includes cheques, travellers' cheques, money orders, etc. This will not apply to anyone travelling via the EU to a non-EU country, as long as the original journey started outside of the EU nor to those travelling within the EU.

Gibraltar (British Overseas Territory)

Summary

Gibraltar is a British Overseas Territory. There is no formal British consular representation in Gibraltar and the local authorities deal with all requests for consular assistance.

There is an underlying threat from terrorism in Gibraltar. Attacks could be indiscriminate including in places frequented by expatriates and foreign travelers.

Local laws and customs

You should be aware that there is a low tolerance of any alcohol or drugs-related crime e.g. being drunk in a public place. Driving with a blood/ alcohol level greater than 0.5 ml is illegal.

Insurance

We recommend that you obtain comprehensive travel and medical insurance before travelling. You should check any exclusions, and that your policy covers you for all the activities you want to undertake.

Import and Export of Goods

Gibraltar is not part of the EU Common Customs Territory.

The amount of goods (e.g. tobacco and alcohol) that you can take into and out of Gibraltar is therefore more limited than for visits between the UK and other EU countries, for example when bought tax-paid.

Exporting to Spain

You should declare any duty free goods to Spanish customs officers on leaving Gibraltar.

Money

Sterling is the currency in Gibraltar, and British notes and coins circulate alongside Gibraltar pounds and pence. (NB Gibraltar notes and coins are not accepted in UK and Scottish & Northern Irish notes are not accepted by most businesses in Gibraltar.) Euros are accepted but with an exchange rate (not necessarily favourable) and change normally given in Sterling.

UK debit cards and all major credit cards are readily accepted in Gibraltar.

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