Typical WAS-MCO traveler must check seven airline websites, visit 47 web pages, scan 11,000 words to find baggage fees alone
The Consumer Travel Alliance (CTA) today released a video analysis showing that major U.S. airlines are not disclosing the vast majority of existing ancillary fees on their websites, despite regular statements to the contrary by the airlines. CTA and other leading consumer and travel organizations are meeting with U.S. Transportation Secretary Ray LaHood today to support his efforts to bring full transparency to airline fees.
The CTA analysis tracked the time and effort it would take a typical two-bag traveler needing extra legroom to find and calculate the total cost of a flight from Washington, D.C. to Orlando, Florida. A video showing the findings of the analysis is shown above.
The analysis found:
* Not a single one of the seven airline web sites in the study offered a page or chart with specific fee information regarding extra legroom or seat upgrades.
* Although the airline sites disclosed baggage fees, those fees were often multiple clicks away from the main page and buried in diagrams and legal fine print.
* To compare baggage fees and attempt to find the fees for extra legroom, a typical traveler would have to visit seven different airline sites, view 47 different web pages, and dig through more than 11,000 words of airline fine print.
The airlines are asking travelers to put on a blindfold and hand over their wallets every time they buy a ticket. There is no way for a traveler to find the vast majority of extra fees charged by airlines on their web sites, because those fees aren’t even listed. That’s why two-thirds of air travelers said in a recent survey that they had been surprised by hidden fees at the airport. If airlines want to charge ancillary fees, they should be required to disclose those fees through every distribution channel in which they sell their tickets.
The analysis also refuted frequent airline claims that all of their ancillary fees are listed on their websites. The airline association has claimed that “fee information is already available on carrier Web sites.“ In another news story, they said that “airlines post their fees on their websites…there’s nothing hidden about the fees by the U.S. airlines that have fees”.”
Earlier this year, CTA released the results of another analysis showing that hidden fees charged by airlines on popular routes can increase the base cost of an airline ticket by an average of 54 percent for a typical traveler with two checked bags and extra legroom, or by an average of 26 percent for a comparable one-bag traveler. One of the routes examined in that earlier analysis was used as the basis for this current review.
Travelers concerned about the issue of hidden fees can visit MadAsHellAboutHiddenFees.com, a joint effort of the Consumer Travel Alliance, Business Travel Coalition, and American Society of Travel Agents, to sign a petition urging the U.S. Department of Transportation (DOT) to take action to make those fees fully transparent. The three organizations plan to present the petitions to the DOT on September 23rd, “Mad As Hell Day.”
Methodology:
The analysis examined a single traveler with two checked bags wishing to obtain extra legroom on a flight from Washington, DC to Orlando, Florida. Base prices for the analysis were drawn from a popular online travel site. The analysis recorded the time and steps required to enter those fees manually, visit each of the web sites of the seven airline flying that route, attempt to locate the fees for checked baggage and extra legroom, and then calculate the full price of each itinerary. The full video analysis can be found at http://www.youtube.com/watch?v=FqDrmXp_US8.
About the Consumer Travel Alliance
The Consumer Travel Alliance (CTA) is a nonprofit, nonpartisan organization that works to provide consumers an articulate and reasoned voice in decisions that affect travel consumers across all of travel’s spectrum. CTA’s staff gathers facts, analyzes issues, and disseminates that information to the public, the travel industry, regulators and policy makers. CTA was founded by longtime travel journalists Charles Leocha, former MSNBC travel guru and host of the popular Travel Tips radio program, and Christopher Elliott, ombudsman for National Geographic Traveler and author of travel columns for Tribune Syndicates, MSNBC.com and the Washington Post syndicate. For more information, visit consumertravelalliance.org.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
