May 4, 2024

Case Study: Questions Abound in Learning to Adjust to Health Care Overhaul

THE CHALLENGE The company is one of thousands of small businesses that employ more than 50 full-time employees and thus will be required to offer health insurance to their workers — or pay into a government fund — beginning Jan. 1. Rachel Shein and Steve Pilarski, the married owners of the bakery, which employs 95 people, estimate this could cost their business up to $108,000, and they are weighing their options as the date approaches. “Our revenues are about $8 million, but the food business is a low-margin industry so cutting $108,000 out of our profits, which are just over $200,000, is a big deal,” said Ms. Shein, who is the chief executive. They are evaluating different ways to comply with the new law and finance the expense.

THE BACKGROUND Ms. Shein and Mr. Pilarski bought their first bakery, a maker of scones, 16 years ago. Their business grew along with the popularity of coffee shops, and they expanded their product line to include other pastries.

During the recession, the coffee shop business contracted, so they found new customers among hotels and hospitals, but the cost of servicing different types of businesses and developing new products to meet their needs eroded profits. At the same time, gasoline and ingredient prices went up and vendors tightened payment terms. Still, the couple persevered by providing an array of freshly baked goods and offering product variety and consolidated delivery, simplifying things for their customers.

With the recession behind them, Ms. Shein and Mr. Pilarski are trying to rebuild their profitability. Baked in the Sun produces nearly 200,000 items a day — almost 200 different products, including brownies, coffee cakes, muffins and cookies — in an 18,500-square-foot baking facility in San Marcos, Calif. The goods are delivered to coffee shops, schools, hotels and hospitals in the San Diego area.

THE OPTIONS Ms. Shein is contemplating several options to comply with the Affordable Care Act’s business mandate.

Option One is to provide the insurance. According to the law, Ms. Shein will have to offer health insurance or, most likely, pay a penalty, and she estimates the insurance will cost up to $108,000 a year for 90 employees (managers have insurance already).

This is just an estimate, she said, because the insurance companies have not yet created and set a price on plans that meet the law’s requirement for minimum care. She estimates a cost of $200 per employee a month, of which the bakery would pay half and the employee would pay half. Employees can choose not to participate in the plan if they are covered elsewhere or for other reasons, so it is unlikely they will all sign up.

Option Two is to not offer health insurance and let employees find coverage elsewhere, perhaps on one of the new government exchanges. Under this option, the company will probably have to pay the mandated “employer shared responsibility payment” to the government.

The cost to the business would be $2,000 per employee a year, but the law exempts the first 30 employees, so the total would be $130,000 per year for a 95-person company. One benefit of this option is that the company would not have to take on the burden or expense of managing the insurance plan, which Ms. Shein estimates would take $10,000 of staff time.

One way to cover the costs associated with the new law would be to raise the price of each item sold about 4 percent and pass the costs along to buyers. “It’s ironic that our success meant we could grow,” Ms. Shein said, “and now we will be competing against smaller companies, with 50 employees or fewer, who will be able to charge less per item because they don’t have the financial burden of health insurance.” Prices are currently similar among local competitors, Ms. Shein said, and she says she believes the increase in her prices could affect her sales, possibly significantly.

Ms. Shein is considering a third option: outsourcing certain jobs to reduce the staff, because businesses with 50 or fewer employees will be exempt from the penalty. “We can outsource the cleaning and make the drivers independent contractors,” she said, “and we can cut the least profitable delivery routes, least profitable accounts or reduce the variety of items we create.”

Article source: http://www.nytimes.com/2013/03/21/business/smallbusiness/a-bakery-with-95-employees-confronts-the-new-health-care-law.html?partner=rss&emc=rss

The Haggler: A Missed Flight, and a $4,586 Travel Nightmare

Q. This past summer, a friend and I were scheduled to return from India with a stop-off in Barcelona for a few days, and then a flight home to Chicago, all via British Airways. We were slated to leave Indira Gandhi International Airport in New Delhi at 2:20 a.m. on June 18. Unfortunately, we goofed, and instead of showing up in the wee hours of the 18th, we showed up at 10 p.m. on the evening of the 18th, thinking that that flight would leave at 2:20 that next morning. Big mistake.

Once we discovered our error, we were told by B.A.’s information desk that the airline’s policy was to charge us $250 plus the price difference between our ticket and a new one, as long as we were within 24 hours of check-in for the original flight.

But the cost of a new ticket, we were told, was $1,800 apiece, over $900 more than the price of the original flight. While arguing about this new price, B.A. employees told us to wait to the side as they handled other customers. Three hours later, a B.A. rep called us back to the counter to tell us that we had exceeded our original flight’s 24-hour check-in window. That meant we were no longer eligible for the $250-plus-fare-difference deal, even though the 24-hour window had closed while B.A. employees ignored us.

(The Haggler can almost hear the murmurings: “Pshaw. You call that a nightmare travel story? Why, let me tell you about the time … ” But keep going, dear reader.)

Any sort of questions we had were met with condescending answers until an armed security guard was called. We gave up. For reasons related to the airport’s security protocols, we worried that we’d have a hard time getting back into the checked-in area, and wound up spending the night at a coffee shop.

(See? And it gets worse.)

Ultimately, we bought a  ticket through Etihad Airlines to Barcelona at a cost of $1,109.24 apiece. Our flight out of Barcelona to Chicago — part of the original British Airways reservation — was to leave at 10 a.m. Monday, June 25. But it turned out that B.A.  considered us no-shows because we had missed the Delhi-to-Barcelona leg of our trip. So we had to buy two more tickets, this time with Aer Lingus at $1,183.80 each, to make it home to Chicago.

In sum, we spent $4,586 on new tickets. If you add the original $860 we each dropped on the original B.A. flight, our flights home more than $6,300. We are college students and this has wrecked our budgets.

Our efforts to get any kind of refund from B.A., however, have failed. Can you give it a shot?

John Gallagher

Flossmoor, Ill.

A. O.K., all you travel nightmare victims — you’ll need to top $4,586 in losses, not to mention 36 hours in a coffee shop and a cameo by an armed guard. That is our new standard for a hassle.

Actually, the hassle continued for Mr. Gallagher for weeks after he got home, as he began trying to get back some of the money he had spent on the unused tickets. He says he would continually get the brushoff from B.A. phone reps, who eventually pointed him to the refund section of the airline’s Web site. Time and again, he’d enter his information, press submit and get an error message that read “404-Page not found.”

So the Haggler e-mailed British Airways. A spokeswoman named Caroline, who did not provide her last name, wrote to say that she could not address the three-hour delay at the Delhi airport that appears to have cost our travelers so dearly, though she did say she “was really upset” to hear about it.

What about making them buy a new ticket in Barcelona, if they already had one? Well, she wrote, “the conditions of carriage on all tickets require that the customer fly all legs of their journey. This means the onward ticket becomes void if the first leg is not flown.”

This seems unfathomably idiotic. Efforts to fathom this policy, which isn’t exclusive to B.A., weren’t fruitful in follow-up emails last week, probably because Caroline was on holiday break.

But on Wednesday, Mr. Gallagher said he had heard from B.A.’s refund department and was told that, “after penalty fees were deducted,” he and his fellow traveler would each get refunds of $621.25. They were also given a single $500 travel voucher “as a gesture of our concern” over their treatment in India.

The Haggler, as regulars know, is no fan of the gift voucher, and hasn’t been ever since a restaurant that gave him food poisoning offered, as restitution, a certificate promising “free food for life.” The last thing the Haggler wanted to do was dine again at this restaurant, and, given a choice, Mr. Gallagher might well choose another airline.

Which gets us to the final reason that the Haggler dislikes air travel nightmare stories. They never seem to end with meaningful reforms. Will British Airways alter anything about its customer service — at the Delhi airport, on the phone, on its Web site — as a result of this yarn? It seems doubtful.

But ever the reluctant optimist, the Haggler will open our next episode by asking if B.A. will take concrete measures to at least lower the chances that ordeals like Mr. Gallagher’s happen again. Look for an update in the new year.

E-mail: haggler @nytimes .com. Keep it brief and family-friendly, include your hometown and go easy on the caps-lock key. Letters may be edited for clarity and length.

Article source: http://www.nytimes.com/2012/12/30/your-money/a-missed-flight-and-a-4586-travel-nightmare.html?partner=rss&emc=rss