Many companies backing off on fees

Competition is so tight these days that airlines, hotels and car rental agencies are listening – and responding – to customer complaints with renewed vigor.

Earlier this month, numerous complaints prompted Hertz to back off a plan to introduce a $2.50 reservation fee on vehicle rentals. That followed recent moves by several airlines to eliminate their Saturday night stay requirement and to slash ticket exchange fees from $100 to $50.

Travel experts say the changes are prompted most often not by individual complaints but by the organized action of consumers using e-mails and Internet message boards.

“If it’s repetitive enough, the companies will get the message and will do something,” said Chris McGinnis, editor and publisher of the Ticket, an online newsletter.

Hertz rescinded the reservation fee after several large clients organized an e-mail campaign and other regular customers posted a “boycott Hertz” message on FlyerTalk.com, an Internet message board made up of some of the nation’s most frequent – and influential – travelers.

In 2002, Delta’s frequent fliers were outraged when the airline reduced mileage awards on steeply discounted tickets. They created a Web site called SaveSkyMiles.com and sent a truck-mounted billboard protesting the change to a Delta annual meeting. Delta reversed the decision in December 2004.

“The airlines are in such dire straits that they’re finally forced to listen to consumers more than they have in the past,” McGinnis said.

Even the government has had to bend to complaints from travelers. Late last year, the Transportation Security Administration changed its procedures on patting down passengers at checkpoints after many complaints from women.

On the other hand, Northwest Airlines kicked off an industry trend last year of charging travelers between $5 and $10 for booking flights over the phone or at an airport ticket counter instead of online.

“Customers don’t always win. Timing is everything,” said Joe Brancatelli, editor of JoeSentMe.com, a business-travel Web site. “Over time, (travel-related companies) just find another way to get what they want.”