Happening flights combination

I am currently waiting to get on the flight from NYC to buffalo, NY… near Niagara falls. It will be the start of our trip to Canada. The most happening thing about the start is… there were be 9 of us, taking 6 different routes into buffalo, on a total of 14 different planes!!!!!

1) I am in NYC, taking southwest from Long Island airport to Baltimore, then to Buffalo.
2) Zhiying is going to be on the NWA flight from Houston, with 2 transfers to Buffalo.
3) Chris and Peiwen is doing SQ and United using the route SIN-Newark-Washington DC-BUF
4) Tim and Sharon is doing United from IAH-CHI-Toronto
5) ZW and Celia is doing United too… same route, but different flights.
6) Yaohan is getting there somehow. I believe Austin to somewhere then to Toronto.

What a happening start!!!

There’s one more hour to go, and I don’t even know what to do.

How it works in America....my brush with Continental airlines

I am catching on this blogging frenzy....

Anyway... here goes...

I was supposed to travel to Tulsa, Oklahoma on Monday from San Francisco. I originally purchased the return air ticket from Houston to SF, but when I know that I will be attending a training there, I made a change to the return flight from SFO to TUL. With the change, I was charged a $100 change fee, which is the norm.

As a result of extreme weather, the connecting flight from Houston to Tulsa was cancelled on Monday. Hence I was unable to make the meeting.

Since the airline cancelled the flight from IAH to Tulsa, which I paid $100 plus differences in fare for, I requested that they refund that additional payment I made back to me.

I talked to this person who claimed to be a Manager, and she told me that there was no policy. Having spent close to $5k for the previous 2 months, I thought they will sell me a little goodwill, and return that meagre sum of money to me. It appears reasonable to me to request for a refund.... but i was not hoping for too much.

The thing that boils me was that when I told her that there are other organizations that would easily have done something for me... and I cancel my existing reservations with Continental and try look for another airline that offers more for their customers. She immediately accused me of threatening the airline, and I quote "We do not tolerate threats like that. I will go ahead and cancel your reservations and mark you out. We do not need customers like you."

While my intentions were to push her further, it certainly wasnt communicated as a threat. If there's a better deal somewhere, it is only right for me to go for it.

After tens of minutes of talking about it... she refuse to bulge.... so I wrote a letter of feedback as below:

Message: I am refering to confirmation number DXXXX.

I originally had a flight from SFO to IAH. I made a change, and paid a $100 change fee plus the difference in fare, to change the flight to SFO-IAH-TUL.

Due to the weather in Tulsa, I was unable to get into Tulsa before my meeting at 9am on 12/11 as the flight that I was scheduled on was cancelled.

I called and talked to Mrs XXX, a manager from the customer care department, and requested for her to look at my situation. I made an additional payment of $100 plus difference in fare in order to get to Tulsa. Since the flight was cancelled, I requested that I be put back to my original position.

Mrs XXXexplained that Continental policy is such that the additional payment cannot be refunded in this situation. When I requested that she look at my customer profile, and note that I have been travelling on Continental extensively over the past 3 months, and have been providing good value to the company, and asked if she could make an exception. She explained that Continental do not make exceptions for customers despite their travelling profile.

When I told her that if Continental is unable to make exceptions for regular customers, I intent to bring my business to another airline that does that. I wanted to communicate clearly to her that there are companies that are willing to go the extra mile for customers that bring good value to a company, and if Continental do not value me as one, I am willing to look for others that do.

She then went on to threaten me that she will put a note on my account, and Continental do not want me as a customer. At my request, she also cancelled my air travel to New York City for the airfare of $1,090.

I am hugely disappointed with the incident on several fronts.

Firstly, I am disappointed at the lack of flexibility of Continental employee. I requested that she consider my records and noted that I have spent a reasonable amount in the range of $5000 for the past 2 months at Continental. And to lose a customer like that for a $100 does not make good business sense to me.

Secondly, I am disappointed at the threat that Mrs Davids made regarding marking me out and the airline not wanting me as a customer. It shocks me to know how little I am valued as a customer despite giving value to the company, I could be struck off and marked as a bad customer for $100.

Thirdly, I communicated clearly my thoughts on Mrs Davids' willingness to make exceptions for me, and that I will consider giving the business to other airlines. Mrs Davids raised her voice and accused me of threatening the company. I am appalled at the lack of understanding of your representatives. I chose to communicate openly to your representative rather than leaving as a grudged customer. In return, I was accused of threatening at least 15 times by Mrs Davids. That made me feel totally uncomfortable as a customer.

As I have promised, I will bring my business to other airlines as much as I could. I regret this action, but feel it is necessary given the shabby treatment I received from Mrs Davids.

And within the day, a reply came:

Dear Mr. Neo:

Thank you for contacting us. The behavior you describe as exhibited by the Customer Care manager you spoke with is not indicative of the service we provide, and I sincerely apologize for the negative impression their actions have created. Our staff is expected to provide courteous, professional service and I regret this is not what you experienced. There is never an excuse for rude behavior.

I understand your frustration when your travel plans were disrupted due to the severe winter weather conditions in Oklahoma. All of our flights to Tulsa cancelled on December 10 due to the icy conditions. As a gesture of goodwill and due to your Silver Elite OnePass status, I have authorized our Customer Refund Services to credit your MasterCard for the $100 reissue fee charged for the change to your ticket.

Mr. Neo, thank you for including Continental in your travel plans. I hope this will not deter you from traveling with us again in the future. Given the privilege of welcoming you onboard again soon I am confident we will show you the quality serivce you deserve and have come to expect from us.

Regards,
XXXX XXX
Corporate Customer Care Manager
Continental Airlines

The point I am trying to prove is not that you can get your way all the time when you complain. I wasnt expecting to get the $100 back, but I was not ready for any rude treatments from any customer service personnel.

Another thing I am trying to put accross is that, if you are willing to give feedbacks, there may be someone who will listens. And with this reply that I received from Continental, it makes me want to do business with them even more.

It is a good ending to a potentially sad episode.

Alaskan photos...... full installments

Last installment of the photos taken in my trip to Alaska.
Part 3: share.shutterfly.com/action/welcome?sid=0BaNmbNy4bsXhg

I hope after seeing these pictures, it will inspire you to go there too! Ask me for more details! haha.

Previously shared:
Part 2: share.shutterfly.com/action/welcome?sid=0BaNmbNy4bsXPQ
Part 1: share.shutterfly.com/action/welcome?sid=0BaNmbNy4bsXSg

A brief update for record sake

Between my updates in Nov and Sept, there are a couple of things that happened that I believe are noteworthy.

1) The trip home.

This trip home has been a great one, as usual. Where my last trip home, my focus was on food and friends. I was so bent on getting as much, both quantity and quality, down my throat that I felt so bloated for most of the 10 days I was in Singapore (my dearie can testify to that). This time round, I guess we have settled into Houston so well, I did not have the urge to gorge every local delicacies that was within my sight. It felt good.

Last year, I was also focused on meeting as many friends as I could. This time round, I went with the attitude of.... everyone is busy, and I may not be high on their priority list. Unlike many who returns home from abroad, I did not try to pack my schedules with meeting up different friends well before I return. I told whoever that asked that I will be back, and if someone wanted to make an effort to meet me, I gladly set aside time for them. For others who were busy (most people are, I know), I would meet up if they are able to find time in their schedule.

My main focus this year has been my family, and I am glad I made this decision. My brother's wedding was on the 2nd weekend that I was back. It was a joyous occassion.... I got to meet up with many of my relatives whom I wanted to meet the previous time, but was unable. I got to talk to my dad and mum more. I felt bad not being there for everyone while I was away, to show my care and concern. So during the 16 days that I was back home, I was trying to do as much as I could in terms of offering help at home. It was real quality time that I spent with my family. And of course, I saw my niece (not through the internet) for the first time. She's so cute! I love her..... and really wanted to do more as an uncle who was never around. Attaching a picture to show what I am talking about.

2) Work
As some of you may know, I moved to a new group within the firm, Transaction Advisory Services. It has been a great change for me. I am happy to be learning something new after 4 years in audit.

My first 2 months in the group epitomises the way the group operates, in terms of intensity. For the 1st 2 weeks before I went on vacation, I was waiting on the bench, with nothing available. Then I got on a project and we had a slow start. And before I got into the thick of things, I went off on my vacation.

When I returned, I found out that I have missed the fun of grinding out work, and clocking the hours. I was put on another project, and we were putting in some good hours. In fact, I was just telling some people, it is like a training for me before I go back to Singapore. haha!

During the 4th week, we worked till 1am and 2am..... for consecutive days, which is unheard of in my audit life here. But all is good, I like the work I am doing, and I do not mind being worked hard.

Oh... and yes.. .I am loboing right now again.

3) NFL
Recently, I have caught the craze about the national sports of the Americans, FOOTBALL (or better known as American Football). Being in a sea of Americans in my group makes me want to take effort to be inclusive.... rather... to be included. Being an avid sports fan, I already followed a number of different American sports. NFL has been something that I always wanted to know more, but yet, due to various reasons, was unable to.

This year, for whatever reasons, I was able to get to know the game more, beyond the "move 10 yards in 4 plays". I was able to understand a little more about the tactics, and some calls....

So I decided to jio my dearie to watch a game. And looking at the calendar, the only game that she is able to make would be the game against the New Orleans Saints, on Nov 18, Sunday. We were in New Orleans during the last New Year's day, and knew how fierce the support was for the Saints in New Orleans. We knew it was going to be a great game... sold out as usual.

When I looked on craig's list, the tickets were going for in excess of $100 each. While it was a little steep, we were willing to take the plunge when the right price comes along. On Friday, two days before the game, I saw on Craig's list that a pair was going for $140. I sent the chap an email, and within hours, got a response from him.

Chap: "Hey, are you interested in the tickets?"
Me: "Yeah! You still have them?"
Chap: "Yes I do. Wait a minute, I need to ask you a question, Are you a saints fan?"
Me: "I live in Houston, so I support the Texans of course!"
Chap: "You sure you are not a saints fan? I will only sell the ticket to you if u are not a saints fan."
Me: "Deal."

As it turned out, there are alot of Saints fan living in Houston. Games with the saints have always been big due to the close proximity of the two cities (only 5 hours drive away), and the fact that many people from New Orleans still live in Houston. And for the chap was a huge Texans fan. He told me that during the entire week, Saints fans were the only ones enquiring about the tickets, and he wasnt about to sell them to his rival fans!

We went for the game slightly after noon, and we already missed a TOUCH DOWN by the Texans! We knew it is going to be a great game.

As it turned out, the Texans had one of their best games ever, and beat the Saints in a close battle till late in the 4th quarter. And Houston's number 1 draft, Mario Williams, had one of his better games against Saints' Reggie Bush, the guy whom they were supposed to draft.

I truly could understand the passion Americans have for this great sports. The excitement of each play, the fast motion, the tactics, the anticipation with each play is just phenomenal. Many times I found myself jumping out of excitement for my home team. It was a great great game.

We both thoroughly enjoyed the game. And once I got back, I jioed Sharon and Tim to get tickets for the next home game that I was available to watch.... Texans vs Broncos... Dec 13, Thursday..... We are still in with a shout for the playoffs.... I hope I will watch another classic battle in Reliant Stadium tomorrow night.

That's it for now.... already 622am. I fell asleep at 1030pm, and woke up at 5am, hence the blog.

Lake Tahooe ho ho

The past weekend was really great. I went to look for my dearie in San Francisco, my favourite city, on Friday, and we rode with Yuyuan to Lake Tahoe for the weekend.

I took the earliest flight to SF, and spent the day walking the streets.... how I love SF.

I have always been a fan of places with snow (as a visitor of course), and this trip to Tahoe further confirmed that.

It really filled me with awe, at the sight of a place completely convered white with fresh snow. Even in the dark, I was admiring the great views outside, the little that I could see. This has been one great blessing from God. All the way till 3 days before (Tuesday), there hasnt been any snow, and all these that we see, were actually greens. Not that it's any worse (i actually think it is, but anyway..), we would have to snowboard on man made snow, which besides the lack of visual enjoyment, would not have been as fun to (hearsay). Thank GOD!


We had an interesting first day learning how to snowboard at the Heavenly Resort (yes, the name). A very comprehensive and good lesson at a really high price ($140). We were working on our forward "falling leaves" for the remainder of the day.The slope wasnt exactly great, but we hung around till close to its close. The weather was bad, as the snow fall from the previous two days has continued. It took so much out of me, and I was completely and utterly exhausted at the end of the day.


It was concluded that, due to the late snowfall resulting in the many nicer slopes not being opened, there werent any good slopes for beginners like us to enjoy the process. And to be completely honest, I missed the Skis, which was much less tiring, and something i have a little more confidence with.

Yuyuan decided that we should try another resort, which he feels that will allow us to enjoy the snowboarding more. Little did we know, it turned out to be the perfect day.

We started the morning(waking up at 7am... getting training for the trip with Tim) to beautiful Heavenly resort (as the name suggest). Went around taking some great pictures, honing my photo taking skills. It wasnt exactly a big resort, so we took off earlier than we planned at 930am.

It was followed with a superb drive to our destination. Due to the fresh snowfall over the previous 3 days (ok I forgot to mention that Sunday was a perfectly warm day!), everything looked great! The trees were covered with snow, but yet the roads were cleared of them, due to the sun coming out. Everywhere you turn, you feel that is a photo worthy moment. Each turn the car made, we were fed with an awesome sight. All in all, it is one of those trips that you dont want to end.

We stopped at one of the boat launch area into the lake. And took some great pictures again. It is a really great place!

After about an hour's drive, we reached North Star at Tahoe. A less touristy resort, but great ski place and beautiful too nonetheless. We were planning to purchase a half day life, and a half day rental at the resort. A first look at the price board, $35 for half day ticket, and about $40 for the rental. $80 bugs... much cheaper than the $140 we paid the day before. Looks good already.

So we stepped up and talked to the lady at the counter.

Lady: "Hi, are you all first timers, we have a promotion today?"

ME: "Sure, we are first timers, what's the promotion?"

Lady: "We have a first timers promotion price of $25 for the ski lessons."

Me: "You mean just the lesssons? How much does the ski lift and rental equipment cost?"

Lady: "It includes the lift ticket and rental equipment."

Me (in disbelief): "I mean after the lesson, we would like to try the green slopes, and also have the equipment. How much would the lift ticket cost if we want to try the green slopes after the lesson?"

Lady: "They are included in the price."

Me: "You mean we can try all the green slopes?!?!?!?!? How about the equipment? Does the price include the equipment as well?"

Lady: "Yes, you can have the equipment till the end of the day."

Me (in absolute and total disbelief): "You mean if we pay $25 each, we get the lesson, the ski lift to all the green slopes and the snowboard with boots... for the rest of the day?"

Lady: "Yes."

What a powerful 3 letters.... that totally threw the accountant in me off... how does that work out? The rental of the equipment itself is already more than $25.

Me: "We will do that." (Still extremely skeptical... expecting some additional cost to come up.)

We fitted into our equipments, and stepped out. NO EXTRA CHARGE!!! IMPOSSIBLE!

Then we were thinking... maybe the slope that we will be allowed on is going to be lousy. Little did we know, the "good green slope" that yuyuan told us about, was available. We hopped on it together. And Yuyuan patiently taught us a few tricks and some basic skills.

We stopped for lunch, and continued back on the lift thereafter. After being totally beat up since i was only working on one set of muscles with my forward falling leaf, i decided to take a leap of faith, and do the backward falling leaf. It turned out to be easier than it seems, and definitely gave my set of overworked muscles much relief. I learnt to turn around, and took some spectacular fall on the hard surface.... Now... I am finally enjoying it.

After 4 good runs, I am feeling good about Canada, and the blue slopes. Alot of my basic skills have to be worked on, but I am finally able to enjoy the snowboarding that everyone was raving about. It was indeed a great afternoon. Oh yes, I forgot to mention that the sun was out there working the whole time. At one stage we were even feeling warm with our thick layers of clothes. It was indeed indeed a great day!

We literally stayed till the lift stopped moving, and worked the final few $$ of our 25 well spent bugs. And at 5 plus, we hopped on Yuyuan's RAV4, back to San Francisco. We stopped by Chilli's for a really sumptous dinner (seldom do I praise Chilli's).

And the day ended even better for me, who is not due for work the following day..... as a great night of rest awaits.

Thank God for this perfect day. I am glad I blog this.

Alaskan photos.... part 2

Part 2: share.shutterfly.com/action/welcome?sid=0BaNmbNy4bsXPQ

It's been a long time coming, and it is here finally.

previously shared Part 1: share.shutterfly.com/action/welcome?sid=0BaNmbNy4bsXSg

also, a clip of this little black cub that we saw that was feeding by the side of the road.
http://www.youtube.com/watch?v=hjXo1oKNB4A