Category Archives: travel

KLM Tries Harder… But Fails

In my Silicon Valley heyday I was a Platinum-level frequent flier on both KLM and British Airways, thanks to business class flights from Italy to San Francisco four or more times a year. When I quit Roxio in 2001, I stopped flying business class (in fact flew far less in any class at all), and was steadily demoted by both airlines.

A couple of years ago, after its merger with Air France, KLM began actively soliciting my custom. They made me a Platinum Plus member for life, and sent me a bottle of champagne to celebrate KLM’s anniversary. BA, on the other hand, eventually dropped me from their list, and I never heard from them again.

I am now planning a trip to Singapore and Malaysia for myself and my daughter in June. KLM not only has the best prices, they’ve kept themselves in the forefront of my attention by letting me know they care to have my custom. I think they’ll get it.

I wrote the above before March 26th. On that date, my beloved aunt died in Texas, and I decided to fly there for the funeral (I had already gone twice in recent years to visit her during hospital stays).

I know that there are, or used to be, special fares offered to airline passengers in cases of emergency or bereavement. I also knew, from recent experience, that some international airlines do not now offer such: I had helped a friend book a flight from Milan to Tel Aviv for a funeral, and Alitalia told me they do not offer bereavement fares.

But I thought I’d give KLM a shot, especially in light of the warm fuzzies mentioned above. I logged into the special frequent fliers area on their website and searched for any information on bereavement fares. Nothing to be found.

I checked their online booking system to see how things looked for the dates I needed (I had some flexibility – the funeral was scheduled for the following Saturday – but could not stretch things infinitely since I would be missing work and my daughter school). The price wasn’t ultra-low, around 550 euros each was the best I could figure out in the reservation system. I was half out of my head with grief and not sure I could trust myself to book online without messing things up, so I tried calling the (Italian) customer service number listed there for ultra-special Platinum members such as myself. What I got was a phone menu with a lot of choices, none of which seemed to be “talk to an actual human being to book a flight.”

Searching elsewhere on the site, I found a general reservations number for Italy. Called that – closed on Sundays.

I finally found a booking number in the Netherlands, and called that (international long distance call!). Lo and behold, a real human woman answered, so I explained the situation. No, they don’t have bereavement fares, she said. What they do in these cases is book you at the lowest available fare. (Uh, wouldn’t I have done that anyway?) I asked her if she could book the flights for me, just so I wouldn’t make any mistakes in my state of distraction. She quoted me a price of 1100 euros each. I was startled, to say the least.

“But I just saw a fare at half that on your website!”

“It’s a different market. You’re calling Holland, we can’t access the fares available from Italy. Your best course is to book it yourself on the website.”

By now I was getting irritated enough that adrenaline was clearing my head and confusion would no longer be a problem, but I gave her one last chance to do the right thing:

“I’m a Platinum Plus frequent flier with KLM, I have just told you that I am in mourning and making an emergency trip for a funeral, and this is the best you can do to help me?”

“Yes, it is.”

So I booked my flights online. With Continental. Didn’t save much money over what I would have paid KLM (in fact, it was all so expensive that I have had to give up the Malaysia trip), but I got a far more convenient departure time. The six-hour layovers in Newark each way were less welcome, but we used the time to visit with my good friend Mithu (who works near Newark Airport), and have (well-deserved and much-needed) spa treatments at the terminal.

As for KLM, they’re going to have to try a lot harder now.

another airline saga

Share your airline experiences – who do you like (or not), and why (or why not)?

Barcelona: Parc Guell

Part 6, continued from part 5

We hopped back on the tourist bus and rode to the other Gaudí house that we hadn’t yet seen, only to find a long line for it. So we rode the other bus line to Parc Guell, the “English-style” park that Gaudi’­ had designed for his patrons, the Guells. We walked around there, photographing and filming, until we were hungry, then got back on the bus (rush hour – we had to wait in line and the first two buses were full before we could board, but they were running every 5-10 minutes) to go to another part of town in search of lunch.

We dismounted in Sarria’¡ and walked until we found, on a side street, a small restaurant full of local people – not a tourist in sight, and no one spoke English. But we managed to communicate well enough to obtain appetizers of fried artichokes (greasy, but yummy), followed by a cheeseburger with no bun (for Ross) and a small tuna steak (for me). Total cost: 20 euros.

Travel Tip: For a cheap, decent meal, follow your nose to where the local people are eating.

Back on the bus for a leisurely ride, with explanations of the sights we were seeing, until we got back to the university area and went to meet Enrico. I checked my email on his office computer while he sat outside on a bench helping Ross with her math homework, then we all headed back to Sant Cugat to pick up our luggage, and Enrico drove us to Gerona airport and our Ryanair flight back home. Nothing much to say about that except that, unusually in my experience with Ryanair, the flight was late. I had arranged a ride from my taxi driver friend Antonello since the flight, even when on time, gets in too late to catch the last train from Bergamo to Lecco. We also had to wait a while for the luggage – luggage delivery seems to always be slow in Italian airports, and I distinctly saw a man running along behind the luggage train with my suitcase in hand – I guess it had fallen off on the last curve (no breakables in it, fortunately). With one thing and another, it was 1 am by the time we got home and to bed. Getting up again at 6:45 for school and work was hard…

Unfortunately, the cold I had throughout the trip has developed into bronchitis. I worked the Thursday and Friday after our return, but will probably be home all this week, coughing, feverish, and not able to sleep properly… At least today (April 25th) is a national holiday and Friday I would have been working from home anyway due to a transport strike.

gallery of Ross’ photos of Parc Guell

To Barcelona, Part 5

Part 5, continued from part 4

After the disappointment of lunch, for dinner Enrico had armed himself with recommendations from our friends. We had a hard time finding the place – the street number he had was somehow wrong, and after we finally found it we had to kill an hour and a half because they would not actually open for dinner til 9 pm. We went to a nearby wine bar, where we tried three different Spanish wines (by the glass), all of them excellent.

Travel Tip: Ask the locals (anyone NOT connected with the hospitality industry) where to eat.

La Provenza, when we finally got to eat there, turned out to be worth all the trouble. The cuisine was somewhere between Provence and Catalunya, so we had more foie gras in our various starters – mine was a crisp flatbread with grilled vegetables and foie gras. My main course was duck breast with a sweet wine sauce and a fig-stuffed raviolo. I also had dessert, but don’t at present remember what it was, nor what Enrico and Ross ate. We each had a starter and a main course, and shared a bottle of wine, for a total price of 110 euros. I highly recommend La Provenza.

We tottered home to Sant Cugat after midnight, so Ross and I slept in the next morning while Enrico went off to the university. We had coffee and doughnuts (“doh-noots,” as the lady pronounced them) at a coffee shop near the train station, then ran into trouble trying to buy train tickets. For cash, the ticket machine would only take coins, of which I didn’t have any. It “couldn’t connect to network” for my US bank card, rejected my Italian bank card as “unauthorized for this transaction” (I’d seen that the day before at several attempts to withdraw cash at ATMs as well), and for my Visa cards wanted a PIN code which I don’t have. We had to ask for change at a nearby bar before we could finally get tickets and board a train.

Travel Tip: Carry coins to use in the ticket machines of the Barcelona train/metro system.

continues in Part 6

To Barcelona, Part 4

Part 4, continued from part 3

Enrico left us to go back to the university for a meeting, and Ross and I struck out on foot for the Barri Gotico, seeing many beautiful buildings along the “Modernist Route”, including what is probably the world’s most beautiful Starbucks. We wandered for a while, eventually ending up back at another Bus Turistica stop. So we rode the bus to Casa Batlló, one of Gaudí’s wonderful creations. The full collection of Ross’ photos is here.

music from Magnatune.com

We had agreed to meet Enrico in the evening at Sagrada Familia, the cathedral designed by Gaudí and still under construction – they expect to finish in another 25-30 years. Judging from the drawings in the museum underneath the church, I will actually like it less when it’s finished – a fat central spire towering over the others, topped by a clunky five-pointed cross, may finally push the design over the top. Still, what’s there now is wonderful, and I need to go back and look more closely at the myriad exterior details. The forest-like interior reminded me of some of the design in “The Lord of the Rings;” I wonder if some of the film designers’ inspiration came from Sagrada Familia.

go on to part 5

To Barcelona, Part 3

Part 3, continued from part 2

Between that and my cold, I got a very poor night’s rest. After breakfast I went back to sleep until it was time to check out and move on. We reached our destination around 2 pm. Javier met us and let us into the apartment where Enrico will be staying for the month, near his own home in Sant Cugat, a small town within easy commuting distance of Barcelona. Once we’d dumped our stuff, he took us back to his place, where Maria gave us an excellent lunch of lentils with sausage and sliced beef with a garlic-onion sauce (though the meal was great, she apologized for the lack of fresh vegetables – they had just returned themselves from visiting relatives for Easter).

That evening we walked around Sant Cugat and had a meal of tapas and salad at a small bar/restaurant. We deliberately sat in front of the sliding glass door, to get as much fresh air as possible. Spain’s recent anti-smoking law permits smaller establishments to choose whether to allow smoking, while larger ones must create a separate smoking section. Since most restaurants and bars aren’t very big, in practice this means that very little has changed: few have decided to go non-smoking, and the Spanish smoke even more than the Italians used to. So it’s difficult to find a restaurant not full of smoke, and in my lung-congested state this was even less appealing than usual.

The next morning we met Javier at the Sant Cugat station to take the commuter train to Barcelona. We first went to the math department where Enrico will be working and saw him settled into an office etc. Ross and I did a bit of shopping, then bought tickets at Plaça Catalunya for the Bus Turistica.

This costs 22 euros for a two-day pass (they give you a book of discounts to various things, some of them useful). It would probably have been cheaper and more flexible to get a day pass for the subway, but the weather was gorgeous and I was still feeling very tired and coldy, so riding around in the sun on the open upper deck of a bus was very appealing. You can get on and off the bus at any stop, but, to really see everything efficiently, you need to plan the trip better than we did.

Enrico joined us and we set off on the ruta sud (southern route), which actually first went north up the big avenue where the two famous Gaudí houses are located, then around to the west west and down to the waterfront. We stopped at Maremagnum, a shiny new shopping mall, mainly to use the restrooms, then walked up to La Rambla, looking for lunch.

La Rambla was the wrong place. The cafés with sidewalk tables are all horrible tourist traps, and so was the restaurant we eventually chose – they wanted to charge us 45 euros for a mixed plate of tapas for two. We don’t mind paying well for good food, but paying too much for mediocre food is deeply irritating. We selected the cheapest things on the menu. I had fried eggs with french fries and chorizo – the latter being good, I probably had the best meal of the three of us.

Travel Tip: Don’t eat in touristy areas, especially not La Rambla.

continues in part 4