COMING AND GOING
In the Mail?

Sunday, December 3, 2006

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UPRIGHT AND LOCKED
In the Mail?

After canceling reservations for a British Airways flight last April, Clay O'Dell of Washington awaited a refund. He still hadn't received it as of July and inquired. The airline responded in writing that he was owed $662.77 and that the refund was being processed. The letter added, "British Airways assures you of our best attention at all times."

By October, still with no sign of a refund, O'Dell felt that BA's best wasn't good enough and contacted CoGo. BA press spokesman John Lampl promised to investigate. A month later, Lampl was still awaiting a response from customer service.

Things got really backed up after the terrorist plot was revealed in London on Aug. 10 , Lampl explained. "Thousands of bags were lost or delayed. It was a mess and took a long time to sort out, but we're almost caught up."

But shouldn't an April refund have been processed long before Aug. 10? In fact, an airline legally has only seven business days to make refunds owed to customers who paid by credit card, and 20 days if by cash or check, said U.S. Department of Transportation spokesman Bill Mosley.

If best attention doesn't yield a refund in the required time frame, complain to the DOT at 202-366-2220 or airconsumer@dot.gov. Before going that route, CoGo tried BA's press office one more time last week. That afternoon, Lampl promised, O'Dell's refund was being sent his way.

SECURITY WATCH
Late and Locked Out

If you're booked on an evening flight and it's delayed, be careful about exiting the boarding area.

That's the lesson Jim Creegan of Richmond learned the hard way at his hometown airport. After hearing that his 7:15 p.m. US Airways flight to New York wouldn't leave until well after 10 p.m., he decided to drive into town for a bite to eat. He returned to the airport in plenty of time for his belated flight, only to find that airport security at Richmond closes between 8 and 8:30 p.m. Creegan was locked out.

Security checkpoints, even at major airports, usually close after the day's last scheduled flights, said Amy Kudwa of the Transportation Security Administration, although the TSA might keep checkpoints open later than scheduled if an airline asks. Passengers on evening flights should check with the TSA staff to learn how late the checkpoint will be open before leaving the secure area, lest they relinquish the right to reenter.

In Creegan's case, he got lucky -- if you can call it luck when a flight is delayed until the next morning. But at least he wasn't considered a no-show, and he got to New York without having to buy a new ticket.

BIG WHEELS
A Fetching New Look

CoGo, accustomed to grimy bus stations, was skeptical on hearing about Greyhound's campaign to "Elevate Everything." But there in the D.C. terminal, on a visit last week, was a greeter to answer questions, a flat-screen TV surrounded by clean gray chairs, colorful flags hanging from the ceiling, a video game area, kiosks for printing out e-tickets, a special line for passengers heading to New York for a mere $35 round trip, and a staffed kiosk for meals on the run.

Greyhound has rolled out the improvements at 45 terminals in the Northeast and in California and plans to refurbish system-wide within a year. The company also has refurbished 75 percent of its fleet to date and outfitted employees with new uniforms. Seems the Dog has learned new tricks.

BARGAIN OF THE WEEK
A Splash of Cologne

Continental Airlines has sale fares on nonstop service from Newark to Cologne, Germany. Round-trip fare is $198 (plus $69 taxes) for travel departing by May 19 and returning no later than May 27. Deadline to buy tickets is Dec. 12. Seven-day advance purchase is required. Fares on other airlines start at $628 round trip for nonstop service and $413 for connecting flights. Book at www.continental.com, or pay $10 more by calling 800-231-0856.

Reporting: Cindy Loose, Kathryn Paulsen

Help feed CoGo. Send travel news, road reports and juicy tattles to: cogo@washpost.com. By fax: 202-912-3609. By mail: CoGo, Washington Post Travel Section, 1150 15th St. NW, Washington, D.C. 20071.