Brussels Airlines

We have now flown two long-haul segments with Brussels Airlines (BRU-BJM and BJM-NBO-BRU) and both flights contributed to the airline landing on this No Fly list. But it was especially the BJM-NBO-BRU flight in late June that alerted us to several problems with this Belgian carrier. We have some legitimate safety concerns, including such items as failing to dim cabin lights during night-time take-off and landings. Some of the seats in Business Class on the A330 flying BJM-NBO-BRU were not working properly. We also experienced problems with the inflight entertainment system (IFE). The airline's engineer, who was flying in Business Class on the BJM-NBO sector, was more interested in reading his newspaper than attending to problems in the cabin. But what concerned us the most was the attitude of the staff - including the indifferent engineer. The crew on the BJM-NBO sector also service the BRU-BJM sector and appear tired and irritable. However we watched in horror as two crew members scolded a Business Class passenger in front of fellow passengers for allegedly ignoring announcements about identifying carry-on items in the overhead bins during the 45 minute stop in NBO. There was no excuse for this. One Business Class passenger who had this misfortune of being seated in a defective seat said a crew member in Economy Class refused to make space for him when he wanted to rest in a few empty seats near the back of the aircraft. Of concern is that Internet postings flag recurrent problems with seats and the IFE on long haul Brussels Airlines flights. We also found the seat tables unstable and the IFE screens small and difficult to use. As for the food? Bland and uninspiring. Crew we spoke to concede that management appear to not take seriously complaints from passengers and crew. The Business Class Lounge in the main terminal in Brussels gets crowded at peak periods and does not have its own shower facilities. Some of what we documented above was gleaned from other frequent fliers on Brussels Airlines. Finally we have major disappointments with Brussels Airport - including poor signage, lack of carts in secure areas, and poor links between the two terminals. Other passengers complain about poor customer service on the ground.

Air Berlin

Austrian Airlines
Although we like Austrian's in-flight experience and hub lounges, we recently discovered a customer-comes-last attitude that grounded Austrian - now controlled by Lufthansa - on the no-fly list. Supervisors are not empowered to make on-the-spot fixes to customer problems. There is also low quality recognition of Star Alliance status members.

London Luton Airport (LTN)
Most savvy travellers would not use the discount airlines that utilize this remote airport northeast of London. Our biggest problem is the lack of UK immigration officers for arriving non-UK/EU arriving passengers. This is a stark airport and getting to London requires a shuttle bus/train combination or a long bus ride into the city. Arriving passengers face several level changes with no lifts. Luton - and many of the airports that service it - reminds us of the old adage: "You get what you pay for." Alternatives are London City Airport, Heathrow or Gatwick.

London Marriott Hotel Kensington
Cold front desk staff, late chamber maid service and misplace one of their umbrellas and you'll be slapped with a GBP25 surcharge!

Ritz-Carlton Sharm El Sheikh
Savvy Travellers are hotel executives alike cant understand why this property is allowed to keep the venerable Ritz-Carlton name plate on its front door. Poor service and sub five-star facilities have earned this 321-room property a spot on the No Fly list. High mark-ups on wine are another turn-off.

Newark (New York Liberty) International Airport (EWR)
Chronic delays, inadequate departure halls for security screening and poor ground connections to Manhattan and other airports in the tri-state area are all reasons to avoid this airport. A yellow taxi to Lower Manhattan will set you back at least $70. Long line ups form for taxis during peak periods. Try LaGuardia (if you are not flying west of the Mississippi) or JFK (also haunted by chronic delays).

FTD
The US-based floral service has honed its skills at ignoring disgruntled customers and making them feel they are always wrong.