A family's travel experience during the coronavirus pandemic
Dr. Joe Leader is the CEO of APEX/IFSA, a global leader in airline industry associations. He earned his undergraduate and graduate degrees from Emory University, holds an MBA in technology management, and focused his Ph.D. research on driving technology adoption in aviation.
Traveling in the era of coronavirus
Caution. That's the word that best describes my first family flight and vacation in the post-COVID world.
As the CEO of an airline industry organization, my love for travel was strong, but my priority was to ensure we traveled safely.
My incredible wife, Dr. Jeanette Leader, is a dedicated medical doctor and surgeon based in Atlanta. As an OB/GYN, she has delivered numerous COVID-19 positive patients in recent weeks, while ensuring both the newborns and herself remained virus-free. With concern for both her patients and our family, she cautiously approved our first family flight and vacation.
As the CEO of APEX/IFSA, one of the largest international airline associations, I have closely monitored COVID-19 developments. By February, APEX had already provided airlines globally with safety guidelines. In March, I testified before the U.S. Congress on safety measures, and by the end of April, we were the first global airline association to recommend face coverings for all airline personnel and passengers. Within days, this guidance was adopted by nearly every airline worldwide.
(APEX/IFSA CEO Joe Leader testifying before the U.S. Congress House Subcommittee on Aviation on March 3, 2020. Photo courtesy of Joe Leader)Planning a Memorial Day getaway
For our first family flight over Memorial Day weekend, traveling with the caution of a doctor in the COVID-19 era turned out to be a truly humbling experience.
Following the spirit of TPG, I booked our trip using Jeanette's reward points, thanks to her possession of both the Southwest Rapid Rewards® Premier Credit Card and the Southwest Rapid Rewards Performance Business Credit Card. These cards granted us Companion Pass privileges and helped accumulate over 125,000 Rapid Rewards Points.
We covered the taxes for our four award tickets using my The Platinum Card® from American Express, which counts small charges toward the annual $200 airline fee statement credit (enrollment required). Additionally, the American Express Platinum Card offers great trip interruption protection, medical coverage, and lost baggage assistance starting this year.
(Photo courtesy of Joe Leader)At the airport
Arriving at Atlanta's Hartsfield-Jackson International Airport (ATL) just as Memorial Day weekend kicked off, the airport was bustling, though perhaps not as packed as a typical holiday weekend. Running behind schedule, I dropped my family off at the curb with their luggage 40 minutes before our flight, all while we kept our masks on. I then headed off to park the car.
(Photo courtesy of Joe Leader)As my wife entered the terminal, she noticed a Southwest employee cleaning a touchscreen while wearing a mask. She chose that freshly sanitized screen for check-in, tagged our four bags, and handed them over to a Southwest agent behind a plexiglass shield, all while wearing her own mask.
(Photo courtesy of Joe Leader)As I parked the car, I was pleasantly surprised by some new COVID-19-related changes. The Atlanta airport had eliminated the need for passengers to press a button for a ticket; it had all been automated for a touch-free experience. I parked the car and made my way to TSA security, arriving at the same time as my family, who had taken a few extra minutes to check some bags.
(Photo courtesy of Joe Leader)Guide: The best credit cards for Global Entry and TSA PreCheck benefits.
For travelers, the TSA checkpoint is where you need to be the most vigilant. The TSA has updated its procedures, requiring passengers to scan their own boarding passes, but still hand over their ID and briefly remove their mask for face verification.
My wife reminds me, "Hand hygiene is crucial the moment you step into the TSA line. Masks help prevent face touching, but we also wore fog-free eye shields. They not only helped our 11-year-old avoid touching her eyes, but also offered added protection in crowded spaces where an unexpected sneeze might happen."
To promote better social distancing, the TSA had "blocked" two of the five stations in the autoloading row. Signs throughout the Atlanta airport were displayed to remind passengers to maintain distance from one another.
Although we had TSA PreCheck, we brought plastic trash bags to line the bins in case we were asked to remove our electronics or computers. After passing through security, we made sure to use the hand sanitizing stations available in abundance throughout the area.
(Image courtesy of Joe Leader)About 90% of the travelers at the Atlanta airport were wearing face masks or coverings. Even in the elevators, people kept their distance. Inside the Atlanta Airport’s Plane Train, social distancing markers were placed on the floor, and the train frequency seemed to be optimized to help maintain proper spacing among passengers.
Once aboard the plane
At the Southwest gate, we were the last four to board. With just 30 passengers on a plane that can hold 175, the flight attendants encouraged us to spread out and pick our own row. Every crew member and all passengers were masked. We chose a row in the back of the plane where each of us had a window seat. As promised by Southwest, the aircraft had been thoroughly cleaned and sanitized before takeoff.
As we boarded, my wife reminded the family, "Turn on the air vents!" With modern aircrafts utilizing vertical airflow systems, HEPA filters efficiently eliminate 99.97% of airborne viral particles by cycling air from each row and mixing it with fresh outside air, enhancing the cabin’s air quality. The downward-blowing air from the vents offers a small additional layer of safety.
(Image courtesy of Joe Leader)During the flight, we were given cans of water from Southwest Airlines, paired with a snack pack. After finishing my water, I was kindly offered a refill. The in-flight entertainment had been recently upgraded, and the internet connection was fast enough for streaming, likely due to the light demand. I rated the experience on TripIt, where APEX's Official Airline Ratings consistently award Southwest the highest marks among low-cost carriers.
Arrival
As we landed at Denver International Airport (DEN), we walked through the jetway and noticed a team of masked cleaners, armed with disinfectant supplies, preparing the aircraft for the next leg of the journey.
Inside the airport, clear signs displayed the requirement to wear masks and face coverings. However, we observed that compliance was somewhat lower compared to Atlanta, with only about 80% of people in the Denver airport adhering to the mask mandate.
The exception to this trend was among airport staff, where nearly 100% of employees were consistently wearing face masks while on duty.
(Image courtesy of Joe Leader)The train inside Denver airport seemed to be running at full speed, as our car had just a few passengers onboard.
(Image courtesy of Joe Leader)When we reached the baggage claim area, we were the only ones there, as we had taken a detour to grab a quick bite at a nearby spot in the arrival concourse.
Renting a Car
We headed outside to catch our rental car shuttle. We had scored a great deal on a minivan through Alamo, using my Chase Sapphire Reserve, which offers primary car rental insurance and three times the points on rentals. Oddly enough, the driver of the Enterprise / National shuttle waved at us as we boarded.
A small add-on sign on the driver's window indicated Alamo's temporary closure in Denver due to lower demand. Since Alamo is part of the Enterprise group, National employees were assigned to help us choose a vehicle. All staff and drivers were wearing masks, and hand sanitizer stations were readily available. Inside the rental car, we noticed a sign detailing the thorough cleaning procedures the vehicle had undergone.
After reading the sign, my wife felt reassured enough to remove her mask, and she made sure to spray everyone’s hands with a 75% alcohol-based hand sanitizer.
(Image courtesy of Joe Leader)The Hotel
We had booked a two-bedroom, two-bathroom suite at the Residence Inn by Marriott Denver Golden/Red Rocks, complete with a kitchen, using my Marriott Bonvoy Brilliant® American Express® Card. Before making the reservation, I called the hotel to confirm that all staff wore masks and followed COVID-19 safety protocols. The response was a clear yes. Upon arrival, the check-in area seemed to reflect their serious approach to COVID-19 precautions.
(Image courtesy of Joe Leader)As a Marriott Lifetime Titanium Elite member, I can count my negative experiences with Marriott on one hand. Unfortunately, this stay added to that count. The staff frequently neglected to wear masks, which raised concerns, particularly since this included the housekeeper assigned to our floor. We brought this issue to the attention of the front desk, who apologized and promised to address it.
Despite their assurances, the problem persisted. The front desk explained that housekeepers were provided with masks, but it was left up to each individual whether to wear them.
(Image courtesy of Joe Leader)To sanitize our masks, we packed a portable UVC smartphone cleaner, which is the perfect size for disinfecting them. My wife mentioned, "UVC works best in close proximity, but there are other options for cleaning while traveling. You can place your mask over boiling water for 10 minutes or use an oven set to 33°C / 170°F for 30 minutes. The downside of the heated methods is that you must be cautious not to overheat the mask and melt it. Also, the oven method leaves a slight cooked smell, but it does the job."
We were also surprised to find that housekeeping services were unavailable.
Initially, the hotel claimed that no housekeeping was available due to COVID-19 restrictions. Later, they cited the policy of the hotel owner (Aimbridge Hospitality) as the reason for this decision. Eventually, the front desk manager was more straightforward, explaining that the lack of housekeeping was a cost-cutting measure implemented during the pandemic. As part of their cost-saving efforts, the free breakfast had been downgraded to a 'grab-and-go' setup, offering just half slices of bread and an apple. While we understood the need for these changes, the hotel seemed overly focused on minimizing expenses.
Outdoor adventures
While in Boulder, we enjoyed a range of outdoor activities and scenic drives. Years ago, during a trip to Key West, my daughter became friends with a girl her age. When we met her parents, we quickly discovered our shared love for aviation and travel. The father, Jason Steele of TPG, has since become a close friend, and we’ve stayed in touch ever since that trip. They were among the last to return from a vacation abroad in March, as documented by TPG. One of our favorite outdoor activities with them was horseback riding for several hours through the stunning Rockies.
(Pictured: Joe Leader, Dr. Jeanette Leader, Jenna Leader, Yoli Martin Bautista, Ilana Steele, Janna Steele, and Jason Steele of TPG. Photo credit: Joe Leader)Since we were only in Boulder for the Memorial Day weekend, my wife decided to call ahead to our next hotel in Colorado Springs to make sure it would meet her safety standards. Her approach was quite unique—she asked for the answer she didn’t want. When she called the Marriott Colorado Springs, she asked, "Since you're far from Denver, face masks aren't required for your staff, are they?"
The front desk responded cheerfully, confirming that face masks were entirely optional for staff. My wife then inquired about the hotel's COVID-19 cleaning protocols. The front desk explained that after a guest checked out, they allowed 48 hours before cleaning the room to ensure the safety of the cleaning staff. My wife then followed up, asking, "Since housekeepers aren’t required to wear masks, do you wait 48 hours before the room is used again for the safety of your guests?"
There was a long pause before the front desk agent reluctantly acknowledged that the rooms were available for guests immediately.
The alternative hotel
(Photo credit: Joe Leader)Next, we focused on Hilton, where I enjoy Hilton HHonors Gold status, and their Home2 Colorado Springs property, which offers adjoining rooms, a kitchenette, and mini-suites. When I inquired about the mask policy, the front desk staff seemed taken aback. 'Absolutely not. All of our employees are mandated to wear masks,' she responded.
(Image courtesy of Joe Leader)She then went on to provide a thorough overview of their COVID-19 safety measures, including a restriction of two passengers per elevator unless they are a family. We reserved the rooms using my Citi Prestige® Card to earn triple points on hotel stays. I felt we secured a fantastic rate.
The information regarding the Citi Prestige Card has been independently gathered by Dinogo. The card details provided on this page have not been reviewed or endorsed by the card issuer.
(Image courtesy of Joe Leader)At the Home2 by Hilton check-in, social distancing was clearly marked with foam hand sanitizer placed between each table. Staff members consistently wore masks during our entire stay.
(Image courtesy of Joe Leader)Home2 by Hilton Colorado Springs South even showcased the cleaning products they use right at the front desk during check-in.
In Colorado, indoor dining at restaurants is still prohibited. This turned out to be a good thing as Dr. Leader wasn't yet comfortable dining inside without masks. We relied heavily on UberEats, using the Business Platinum Card® from American Express for bonus points. However, we also visited some local eateries to take food back to the hotel. Even Baskin Robbins near our Home2 location had clear signage limiting entry to 10 people at a time, six-foot distancing markers, and all staff wearing masks. We made sure to wear masks inside and enjoyed our ice cream outdoors.
(Image courtesy of Joe Leader)
