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American Airlines Fires Worker For Responding to Customer Complaint

Ever since they started cutting costs in the face of an industry-wide slowdown a few years ago, airlines haven't exactly been Mr. Popular among traveling consumers. Long lines and delays have left most passengers dismayed and disgruntled. And now, one airline in particular faces a growing PR crisis after firing one of its employees over... defending his company?

The former worker, identified only by the mysterious "Mr. X," was a Web designer for American Airlines, and, as Web designers are wont to do, found himself online one day, browsing through blogs. One post, in particular, gave him pause. Fellow designer Dustin Curtis composed an extensive open letter to the airline, complaining about its Web site, suggesting an alternative look, and recommending that it fire its Web design team. Mr. X, upon reading the blog, courteously responded via e-mail, saying that Curtis was "so very right," but noting that any Web inadequacies had less to do with staff incompetency and more to do with the "internal culture" of the company. According to the Telegraph, he also assured Curtis that the site was under renovation, and that improvements would be forthcoming.

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iPhone

Passengers 'Flying Without Fear' Thanks to Virgin iPhone App

Most people suffer from a little bit of unease prior to takeoff, but a fear of flying can be a debilitating and crippling affliction. Severe cases can force people to seek alternate modes of transportation, or to even ingest illicit drugs.

Virgin Atlantic has been attempting to quell those flight concerns through its 'Flying Without Fear' program that, according to the company, enjoys a 98-percent success rate. The one-day program costs over $300 and offers various courses and relaxation methods, as well as a brief flight to practice the new techniques. Virgin, which famously provides quirky and fun methods of keeping customers happy, is now personalizing that course by offering a new app version for the iPhone.

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Web

United Airlines Messes With Wrong Traveler... Again

A near celebrity in the eyes of anyone who's logged onto YouTube (or Switched) in past months, Canadian singer David Carroll was less than pleased when United Airlines baggage handlers broke his guitar last summer. United initially refused to pay the $1,200 repair fee, but -- after Carroll's song 'United Breaks Guitars' (video after the break) attracted millions of YouTube viewers and got nearly all of them riled up -- United finally tried to cut its losses by paying Carroll back. The strong-willed Canadian declined. This was, after all, about the corporation's inappropriate treatment of all its customers, not just his broken guitar.

Well, Sunday, at the Denver airport, Carroll was treated just like the rest of United's customers when his bag was "delayed," the New York Times reports. Apparently unaware of his Internet stardom, the United employees told him that he couldn't leave the terminal until it arrived. An hour later, they finally proclaimed the luggage lost and sent him packing. Carroll, who ironically enough was in Colorado to speak about customer service, did not get his bag back until yesterday. Now supplementing his musician's wages with such speaking engagements, Caroll spoke on the mistreatment of airline passengers like the 21st-century, mobile-class Woody Guthrie that he is: "It crosses all income levels and languages and geographies. We all don't like feeling disrespected or insignificant." [From: The New York Times]

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Computers

Pilots Who Overshot Destination Claim to Have Been Busy on Laptops

Crucial as they are to so many businesses, computers can also be distracting in the workplace. All too often, employees exchange YouTube goodies or IMs in lieu of doing real work. Most of the time, though, it's innocuous enough; we all need to shut off our minds at some point during the workday. Of course, our office isn't hurtling through the air at 30,000 feet, and our jobs don't entail keeping that office from becoming a pile of flaming fuselage.

According to CNN, the two commercial pilots who overshot their destination by a good 150 miles last week are now claiming that they were on their laptops in the cockpit, and just "lost track of time and location." Northwest Airbus A320 was making its way from San Diego to Minneapolis before aviation officials lost radio contact somewhere around Denver. Delta, the parent of Northwest, said in a released statement that "using laptops or engaging in activity unrelated to the pilots' command of the aircraft during flight is strictly against the airline's flight deck policies and violations of that policy will result in termination."

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Cell Phones

Plane Torn Apart Over Lost Cell Phone

Plane Torn Apart Over Lost Cell Phone
Remember that girlfriend you used to have who would violently dump her purse out onto the floor, even on a subway platform, if it took longer than three seconds to find her ringing cell phone? Well that hyper-aggressive ex of yours (okay, ours) has nothing on the people at the airline Jet2, who literally tore a plane apart to find a missing mobile.

Passengers in Murcia, Spain were held up for three hours as they waited for a flight to Newcastle, England, after a passenger dropped and lost his or her cell phone. The passenger was disembarking the arriving plane when he or she dropped the cell phone and it fell down an air vent. It's not clear from the BBC report whether the passenger saw it fall down the vent or if it simply disappeared from view. Regardless, the pilots decided they couldn't take off until the phone, which was on, was found.

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Google, Web

Google Offering Free In-Flight Wi-Fi on Holiday Virgin Flights

Google and Virgin Offer Free In-Flight Wi-Fi for the Holidays
Virgin has been offering in-flight Wi-Fi on all of its flights since May, but prices for the convenience of checking Twitter at 30,000 feet have probably stopped some passengers in their tracks. That is, of course, if they've been able to decipher the convoluted pricing scheme: $12.95 for flights longer than 3 hours; $9.95 for flights under 3 hours; $5.95 for red-eyes; and $7.95 if you want to use a cell phone, media player, or portable gaming device.

Google is giving all passengers on Virgin Airlines a bit of a holiday treat this year by providing free Wi-Fi service from November 10, 2009 through January 15, 2010. You can find out all the details at freeholidaywifi.com.

Google, of course, hopes that you will use this gratis service to check your Gmail, or do some last minute holiday shopping with Google product search. But we know you're just going to use it to tweet about how bad the airline food is. [From: Official Google Blog, Via: Lifehacker]

Web, Social Networking

Flight Attendant Hits on Teen Girl via Facebook


Perhaps Australian airline Jetstar should look across the Pacific a little more often. If it were to have done so, it would have noticed stateside corporations' prevalent bans of social networking sites, and potentially saved themselves from some considerable embarrassment.

According to News.com.au, a woman identified only as Elizabeth has complained to the airline of a male flight attendant who, she claims, harassed her 15-year-old daughter after spotting her on a flight. According to Elizabeth, neither she nor her two daughters gave their names to the man during the flight last month. Regardless, the 15 year old got home, checked her Facebook, and found a friend request from the guy. After she denied the request, he continued to pester the girl with messages, her mother says.

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Web, Social Networking

Frustrated Flyers Venting via Twitter


There are few things worse than a terrible flight. Long delays, endless taxing, and random layovers can make flying unbearable. Only in the last few years have passengers been able to do anything other than complain to the person next to them. Stranded, angry, and delayed passengers are filing their complaints on Twitter, much to the airlines' dismay.

A quick Twitter search for major airlines quickly reveals loads of negative flyer comments (e.g. Delta, American Airlines). "It's almost an underground rage factory," Terry Trippler of TripplersView.com, a travel review Web site, told Reuters.

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Web

AirTran Offers Mile-High Netiquette Advice


You may soon find a new booklet in the pocket of your coach airline seat explaining proper airplane netiquette. On all AirTran Airways flights, alongside your SkyMall catalog and that pamphlet that illustrates how to survive the least traumatic plane crash possible, you'll now find useful tidbits like: "14B is not your office. It's an airline seat. Treat it as such," and "The lavatory is not your personal conference room." (Those are for real, by the way.)

AirTran is the first airline to offer Internet access on all of its flights, but Virgin America, Delta, American, and United are expected to be close behind. In the era of mile-high Internet, it's increasingly important to teach people the basic do's and don't's of using the Web in confined spaces.

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Ryanair to Implement Standing Sections on Flights?

It's no secret that folks are trying to pinch every penny they can these days -- even bigwigs like Ryanair CEO Michael O'Leary, who incidentally is no stranger to cutting costs in unique ways. (Remember, this is the guy who wanted to charge overweight passengers extra and make folks pay to use the airplane toilet.)

O'Leary is about to add one more idea to his 'cost-cutting greatest hits.' According to a report from the Telegraph, O'Leary recently contacted Boeing to discuss a plane design that would feature standing room for passengers (as if we didn't already feel like cattle at the airport). O'Leary says the 'standing' proposal, which has already been implemented by China's Spring Airline, would allow about 50-percent more space for passengers. By offering up bar stools equipped with seat belts, the Irish airline could cut costs by up to 20-percent. If the Irish Aviation Authority gives the idea a thumbs up, O'Leary says Ryanair, which offers cheap flights across Europe, will move ahead with plans.

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Web

Online Travel Sites Ditching Booking Fees to Lure Back Customers

Online Travel Sites Ditching Booking Fees to Lure Back Customers

If you've ever booked a flight through a site like Expedia or Orbitz, you're used to the unavoidable booking fees that get tacked on to the cost of your airline ticket. But everyone is hurting in this economy, including bargain-hunting, online travel agencies. According to Reuters, sites like Travelocity are attempting to lure back customers (who are cutting back on business and leisure travel) by waiving their booking fees.

Orbitz announced Monday that it was dropping booking fees permanently, while Expedia and Travelocity are extending their promotional fee waivers. These three sites now join Priceline, which hasn't charged booking fees on plane tickets since 2007.

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Video Games

Man Files $1M Lawsuit Against US Airways for Lost Xbox


A Yale student is suing US Airways for $1 million in compensation for his lost Xbox 360 and the emotional toll of attempting to recover it. He claims he had an Xbox 360 with a "specialized hard drive" and other fancy components worth more than $1,000 (is that the kind with the really, really loud drive noise?) in his checked luggage, and when he went to pick up his luggage it was considerably lighter than before, with the Xbox 360 and components found as the only thing missing.

Sounds like no-fun-at-all, and the "run-around" he got with speaking to five different airline employees sounds equally painful, but we're not sure how that all adds up to $1,000,000 -- the maximum allowable by law in his state. US Airways says that not only does the federal limit of liability for lost luggage top out at $3,300, but that electronics checked in luggage are specifically excluded from liability. How kind. [Via Joystiq]

Cell Phones

FAA Tells Pilots to Turn Off Their Cell Phones



The FAA has released a safety advisory recommending pilots turn off cell phones in the cockpit. Passengers are well-versed in powering off before takeoff, but during a recent en-route inspection, the first officer's cellphone began ringing as the aircraft sped down the runway for takeoff. The advisory states:
During the takeoff phase, just prior to reaching V1, a rather loud "warbling" sound was detected by both crewmembers. It was later determined that the sound came from the First Officer's cellular phone, which had been left in the ON position. As a result, the ring tone caused a distraction between the crewmembers during the takeoff phase and could have led the crew to initiate an unnecessary rejected takeoff.
This is probably not an isolated incident; in fact, the crew had never been instructed to turn off cell phones in the cockpit and their general operating manual did not address it.

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Computers

Delta Begins In-Flight Wi-Fi Rollout (and It's Free Until Next Year)

Delta Begins In-Flight WiFi RolloutDelta said it was coming before 2009, and it's looking like it's actually managed to pull it off. The struggling airline is indicating that most of its most commonly used shuttle craft between New York, Boston, and Washington D.C. are currently being upgraded to offer in-flight Wi-Fi -- and it'll even be free until the end of the year.

The service, provided by Aircell, will be $9.95 on flights less than three hours and $12.95 for anything longer. These short flights will all fit into the former category, just the beginning of the system-wide roll-out that Delta wants to put in place next year. However, that expansion will be dealt an early blow next year as Delta replaces many of those shuttle flights with contract carriers that don't offer such fancy features. In other words, we're still not quite to the point where mid-air surfing is standard fare, but we're getting close. [From: washingtonpost.com]

Car Tech, Green Tech

GPS Could Save Airlines Billions in Fuel and Reduce Flight Times

Airline GPS Could Save Billions in Fuel
A new GPS system being planned by the FAA, called NextGen, could potentially save airlines 3.3 billion gallons of fuel per year (about $10 billion at todays prices)

The GPS system would replace the currently aging system of aerial highways that use use radar and radio beacons to guide planes. The use of GPS would allow planes to fly the shortest route between two points, shaving time off of flights and saving fuel.

Unfortunately, NextGen isn't expected to be ready until at least 2020, but the airlines are expected to provide $15 billion of the estimated $35 billion the project will cost. The airlines will also have to retrofit their planes with a new $200,000 GPS system. Considering their current struggles to stay profitable, carriers are understandably reluctant to layout such a large amount of cash to start equipping aircraft with a system that is still 10+ years from being functional.

If the system ever actually gets off the ground, it could keep many carriers from slipping into the red, but as with any massive government-funded program it's unlikely it'll be completed on time or on budget. Expect to see the first NextGen equipped planes to be rolled out around 2130 at a price of $3 bazillion per plane. [From: USA Today]

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