Wednesday, November 24, 2010

Delta Airlines Stepping Up Amidst TSA's Errors

Its not a hidden mystery to those of you that know me, but Delta Airlines is not one of my favorite carriers to work with in our industry. I'm sure if you searched our twitter page, facebook page or even this blog you could probably find multiple bemoanings of Delta. Its sometimes a bitter pill for me to swallow especially considering they are headquartered and employ hundreds of people in my beloved home state of Georgia. But the fact of the matter is, their customer service level is very rarely, if ever, ranked near the top of the charts.

However, I was intrigued by SmarterTravel.com's article this morning stating that Delta had announced a new policy to provide refunds, albeit on a case-by-case basis, to those travellers who have experienced extenuating circumstances by the new TSA security procedures. Delta failed to define what those may be but I'm assuming that means it will depend on whichever agent you get on the phone when you call their 800 number. So finally Delta, a step in the right direction...kudos to you. Just please keep it up!

Unfortunately, air travel in general isn't fun anymore, but the excitement and allure of visiting new places has definitely warn off in the past few weeks due to TSA's wonderfully implemented new security policies. Obviously that is said with a bit, maybe a lot, of sarcasm as I think everyone in our country would agree that TSA is also lacking in the explanation and customer service department.

The stories coming from travellers have captivated my attention for the last week, and I have to honestly say I agree with the "Don't touch my junk" gentleman who was complaining his fourth amendment rights were being violated. I was even more awe struck by the TSA agent who said you give up a lot to fly as soon as you purchase a ticket because I don't remember the airlines adding any of that verbiage to their contract of carriage. For those flying at the holidays and those business travellers like myself, we wish you good luck and godspeed for your next TSA encounter.

Finally Good News for City Center

Just last week I was lamenting on the latest issue to go wrong with City Center, but finally MGM was thrown a bone from the hospitality world. Two hotels, The Mandarin Oriental and the Aria Resort & Casino, were bestowed the industry's highest honors: AAA's Five Diamond Award. This accomplishment is an incredible coup for MGM considering both properties have been opened less than a year and the Five Diamond Award accounts for less than .27% of all properties rated worldwide. Cheers and Congratulations for a job well done!

Wednesday, November 17, 2010

City Center Las Vegas Continues to be Plagued by Problems

According to MGM Grand's third quarter financial filing report, the Harmon Hotel in City Center will likely never open. The last building to be opened in the massive project, the property was originally designed to be a boutique non gaming facility in the heart of City Center. Unfortunately, in 2008 MGM Grand was ordered by inspectors to reduce the size and scope of the project due to structural and construction problems. MGM Grand went ahead with construction plans to open the hotel as a 400 room property, but after recording a $279 million fine due to the problems it now seems to be a far-fetched idea the hotel will even see a customer before 2012. Discussions have now centered on if the current building can even continue to be utilized or if it will benefit MGM Grand to consider demolishing and starting over....an idea that many believe MGM's financial woes can't handle.