Welcome!
For over 30 years, I have shared my experience and advice through performance of my duties in Customer Service, Ramp, Operations, Load & Gate Control; and, In-Flight Services across the country for US Airways, Trans World Airlines, Northwest / Delta and United Airlines. I enjoy the service and privilege of assisting millions of passengers around the globe.
If you have a question or a concern about the air transportation industry, please extend your question or topic. Share your experience through posts, comments and contribute toward the conversation of expanding the knowledge of our air transportation system.
This forum is not intended to serve as a Customer Service tool. If you have a complaint or compliment regarding your travel experience, please contact your respective air carrier Customer Relations departments. They are best equipped to access your information and service your comments.
Share . Enjoy
Thursday, December 12, 2013
Simple rules for success
Air travel today can be exhausting, challenging and frustrating; but, it does not have to be this way. With some simple planning, the system can work for you. What I have noticed over the years are issues which could have easily been avoided.
I cannot begin to share the 10,000's of times I have heard "I have surgery in the morning", "My medication is in that bag", "I am going to miss a very important meeting", "I have a court appearance", "My daughter is getting married". The common thread are situations that could have been avoided. Aircraft and Luggage delays happen for a large number of reasons, some are controllable and many beyond our power to do anything about, such as weather, air traffic control systems, airport congestion, etc.
You can and should take control of your flight experience and set realistic expectations. Also, keep in mind that when challenges occur, the person you interact with had zero involvement in why your itinerary may be impacted; but, 100% involvement in the results.
1. BUILD IN A CUSHION
Understand the purpose of your trip, the value or your time and schedule, potential for inconvenience and plan accordingly. If you have a business meeting Tuesday afternoon, consider flying on Monday. If you have your daughter's dance recital at 4:00 pm, don't choose a flight that lands at 3:00 pm.
2. HAVE A STRATEGY
What am I going to do if my flight is delayed? Download apps such as Kayak and your respective air carrier to your mobile device. Will an alternative airport work for your travel plans? Do you have the contact information for you clients, family, friends, hotel, etc available. "Honey, can you pick me up in Milwaukee if I miss my flight?" if you miss the last flight out of Chicago are there ground transportation options?
3. SMART RESERVATIONS
Consider how you make your flight reservations. To change flight itineraries, you may need to contact your travel provider and not your air carrier. Consider how flexible your ticket rules and purchase may be in the event you need to make a voluntary change to your itinerary or account for a personal emergency.
4. CONTACT INFORMATION
Airlines have an excellent infrastructure to communicate real time information to you, only if they have accurate contact information. If you are a frequent flier, be sure to review your profile and verify the contact information. If you use a travel agent, be sure that your contact information is in the reservation. Often their number and email are listed as contacts and you will not receive flight information such as schedule changes, delays, cancellations, etc. Download the mobiles apps and store your trip information.
5. CHECK-IN
At 24 hours prior to departure, most air fares allow you to check in for your flight and select a seat assignment if you have not already done so at the time of reservation. Especially important if you only plan on traveling with carry on luggage and in the event advance seat assignments were not available. If you are still not able to select a seat or would prefer to avoid premium seating charges, you can utilize airport facilities upon arrival.
6. PACK SMART
What you pack and where you pack it has a large impact on your success. The FAA has established a program which identifies, restricts and/or prohibits the transportation of many items. If you have traveled in the last few years, you are also aware of liquid regulations and other checkpoint restricted items. Do not wrap gifts, consider what you pack may look like and account for the time it will take to securely screen your baggage.
Think contingency plan while packing checked and carry-on baggage. Do not pack lithium batteries, medication, high value items, car keys or items which you may immediately need in your checked baggage. Avoid oversize or overweight luggage.
Print a copy of your complete travel itinerary along with your contact information at all times during your travels and place this in your checked luggage along with a sturdy identification tag affixed to the outside.
7. CARRY ON
With the introduction of checked baggage fees over 10 years ago, there has been a sharp increase in the amount of carry on baggage. This is frequently noted as a top negative point in customer surveys and experience satisfaction reports. It will likely lead to changes in the near future which align our system closer to International carrier requirements.
You can bring one small carry-on bag plus one personal item per passenger as long as the carry-on bag fits comfortably in the sizer without being forced and does not exceed overall dimensions of 45 inches (length + width + height). The maximum dimensions cannot exceed any of the following measurements: 22" long x 14" wide x 9" tall or 115cm (56 x 36 x 23 cm). All carry-on items should be stowed in an overhead bin.
If having your carry on in the cabin with you is important (not gate checked) consider reserving or selecting a window seat. Purchase premium seating or access program, build loyalty with your choice carrier or enroll in a co-branded credit card. These are all methods which permit boarding during the earlier stages.
8. DRESS SMART
You know you are going to have to strip down for airport security, so plan accordingly. If you are able, wear slip on shoes, clothing with no rivets or other bling that will set off the detection systems, avoid hoodies as you will have to remove all outer layers of clothing and think ahead. Have your liquids in a zip lock bag and personal effects out of your pockets.
9. GET THERE EARLY
Give yourself 2 hours. This helps account for the unexpected such as last minute errands, phone calls, stopping for gas, parking shuttles, long check-in lines and longer security lines. If it is all smooth sailing, then bonus. If not, then you have a little peace of mind and cushion. The added benefit of arriving early is that you also have options. If your flight is delayed, there may be another available which can get you to your final destination with little or no inconvenience.
10. RELAX
Airports today are rapidly improving your flight experience, from quality dining options to relaxation rooms, massage and beauty, shopping and complimentary wi-fi. Many stores in hub airports are offer free ship to home services and several airports have added device charging stations. Consider membership in a Club Lounge of your respective carrier, a nice relaxing environment with complimentary beverages, snacks and services when your itinerary may be interrupted. Grab a view and relax.
I cannot begin to share the 10,000's of times I have heard "I have surgery in the morning", "My medication is in that bag", "I am going to miss a very important meeting", "I have a court appearance", "My daughter is getting married". The common thread are situations that could have been avoided. Aircraft and Luggage delays happen for a large number of reasons, some are controllable and many beyond our power to do anything about, such as weather, air traffic control systems, airport congestion, etc.
You can and should take control of your flight experience and set realistic expectations. Also, keep in mind that when challenges occur, the person you interact with had zero involvement in why your itinerary may be impacted; but, 100% involvement in the results.
1. BUILD IN A CUSHION
Understand the purpose of your trip, the value or your time and schedule, potential for inconvenience and plan accordingly. If you have a business meeting Tuesday afternoon, consider flying on Monday. If you have your daughter's dance recital at 4:00 pm, don't choose a flight that lands at 3:00 pm.
2. HAVE A STRATEGY
What am I going to do if my flight is delayed? Download apps such as Kayak and your respective air carrier to your mobile device. Will an alternative airport work for your travel plans? Do you have the contact information for you clients, family, friends, hotel, etc available. "Honey, can you pick me up in Milwaukee if I miss my flight?" if you miss the last flight out of Chicago are there ground transportation options?
3. SMART RESERVATIONS
Consider how you make your flight reservations. To change flight itineraries, you may need to contact your travel provider and not your air carrier. Consider how flexible your ticket rules and purchase may be in the event you need to make a voluntary change to your itinerary or account for a personal emergency.
4. CONTACT INFORMATION
Airlines have an excellent infrastructure to communicate real time information to you, only if they have accurate contact information. If you are a frequent flier, be sure to review your profile and verify the contact information. If you use a travel agent, be sure that your contact information is in the reservation. Often their number and email are listed as contacts and you will not receive flight information such as schedule changes, delays, cancellations, etc. Download the mobiles apps and store your trip information.
5. CHECK-IN
At 24 hours prior to departure, most air fares allow you to check in for your flight and select a seat assignment if you have not already done so at the time of reservation. Especially important if you only plan on traveling with carry on luggage and in the event advance seat assignments were not available. If you are still not able to select a seat or would prefer to avoid premium seating charges, you can utilize airport facilities upon arrival.
6. PACK SMART
What you pack and where you pack it has a large impact on your success. The FAA has established a program which identifies, restricts and/or prohibits the transportation of many items. If you have traveled in the last few years, you are also aware of liquid regulations and other checkpoint restricted items. Do not wrap gifts, consider what you pack may look like and account for the time it will take to securely screen your baggage.
Think contingency plan while packing checked and carry-on baggage. Do not pack lithium batteries, medication, high value items, car keys or items which you may immediately need in your checked baggage. Avoid oversize or overweight luggage.
Print a copy of your complete travel itinerary along with your contact information at all times during your travels and place this in your checked luggage along with a sturdy identification tag affixed to the outside.
7. CARRY ON
With the introduction of checked baggage fees over 10 years ago, there has been a sharp increase in the amount of carry on baggage. This is frequently noted as a top negative point in customer surveys and experience satisfaction reports. It will likely lead to changes in the near future which align our system closer to International carrier requirements.
You can bring one small carry-on bag plus one personal item per passenger as long as the carry-on bag fits comfortably in the sizer without being forced and does not exceed overall dimensions of 45 inches (length + width + height). The maximum dimensions cannot exceed any of the following measurements: 22" long x 14" wide x 9" tall or 115cm (56 x 36 x 23 cm). All carry-on items should be stowed in an overhead bin.
If having your carry on in the cabin with you is important (not gate checked) consider reserving or selecting a window seat. Purchase premium seating or access program, build loyalty with your choice carrier or enroll in a co-branded credit card. These are all methods which permit boarding during the earlier stages.
8. DRESS SMART
You know you are going to have to strip down for airport security, so plan accordingly. If you are able, wear slip on shoes, clothing with no rivets or other bling that will set off the detection systems, avoid hoodies as you will have to remove all outer layers of clothing and think ahead. Have your liquids in a zip lock bag and personal effects out of your pockets.
9. GET THERE EARLY
Give yourself 2 hours. This helps account for the unexpected such as last minute errands, phone calls, stopping for gas, parking shuttles, long check-in lines and longer security lines. If it is all smooth sailing, then bonus. If not, then you have a little peace of mind and cushion. The added benefit of arriving early is that you also have options. If your flight is delayed, there may be another available which can get you to your final destination with little or no inconvenience.
10. RELAX
Airports today are rapidly improving your flight experience, from quality dining options to relaxation rooms, massage and beauty, shopping and complimentary wi-fi. Many stores in hub airports are offer free ship to home services and several airports have added device charging stations. Consider membership in a Club Lounge of your respective carrier, a nice relaxing environment with complimentary beverages, snacks and services when your itinerary may be interrupted. Grab a view and relax.
The fuss about electronic devices
The bottom line is that it comes down to an abundance of safety, navigation of the aircraft and power source of the devices being used.
As technologically advanced as commercial airliners have become, they still operate with the same "Marco" "Polo" system as 50 years ago. There have been advances of course; but, airliners still communicate with ground based navigation systems through radio frequencies. Instrumentation is turned to specific frequencies and the signal strength and direction help to determine altitude, heading and distance.
Although the entire network is essential, the Instrument Landing System highlights the need for caution. Even the slightest interference which offsets the ability of the aircraft to communicate, recognize and accurately interpret the data received could have adverse results. If you would like to read more about Instrument Landing Systems or ILS start here: http://en.wikipedia.org/wiki/Instrument_landing_system
The power sources of your personal electronic devices and several on-board systems such as AVOD and Wi-Fi are a concern. These can be unstable and have known ignition incidents. Since 2001, there have been 138 incidents reported to the FAA of batteries overheating or catching fire on board US carriers. You may have also heard about the 2013 Japan Airlines incident, 2010 Ethiopian Airlines in London, 2008 UPS in Dubai. or, 1998 Swiss Air near Halifax, Nova Scotia. More personally, you may have noticed how hot your laptop may get during use.
In the end, it is nothing personal or militant on behalf of the crew. It is all about your safety and the safety of your fellow passengers, crew, communities and the industry. Just set your device to airplane mode, or turn it off when requested.
Why am I always in Group 5?
Ah, the mystery about boarding groups.
Frankly, I miss the "old school" days when you would board an aircraft by rows, starting from the back of the aircraft and work your way forward. Simple and efficient.
Today, depending on the carrier you choose, you may have up to seven (7) boarding groups that have some level of science, marketing and revenue opportunity involved. Even Southwest, notorious for first come first serve strategy does monetize the boarding process.
But, don't get so riled up, you are not being picked on. Recently, a passenger was absolutely insistent that they do not deserve to be in Group 5, "do you know who I am!" The funny part is that in his infinite wisdom he chose Group 5. Why? He likes aisle seats.
Allowing for carrier differences, how many operate are as follows.
Pre-Boarding, Active Duty Military
First Class, Invitation Loyalty Program Members
1. Top Tier Loyalty Program Members
2. Lower Tier Loyalty Program Members, Co-Branded Credit Card Holder
3. Window Seats
4. Middle Seats
5. Aisle Seats
So, if you want earlier boarding without Elite or Preferred Status, without enrolling in the co-branded credit card programs and without purchasing select seating or access passes . . . choose a window seat. Tada, Boarding Group 3.
The process does change from carrier to carrier; but, to efficiently load even increasing passenger loads, a window seat will generally get you a head start to stow your carry-on baggage.
Frankly, I miss the "old school" days when you would board an aircraft by rows, starting from the back of the aircraft and work your way forward. Simple and efficient.
Today, depending on the carrier you choose, you may have up to seven (7) boarding groups that have some level of science, marketing and revenue opportunity involved. Even Southwest, notorious for first come first serve strategy does monetize the boarding process.
But, don't get so riled up, you are not being picked on. Recently, a passenger was absolutely insistent that they do not deserve to be in Group 5, "do you know who I am!" The funny part is that in his infinite wisdom he chose Group 5. Why? He likes aisle seats.
Allowing for carrier differences, how many operate are as follows.
Pre-Boarding, Active Duty Military
First Class, Invitation Loyalty Program Members
1. Top Tier Loyalty Program Members
2. Lower Tier Loyalty Program Members, Co-Branded Credit Card Holder
3. Window Seats
4. Middle Seats
5. Aisle Seats
So, if you want earlier boarding without Elite or Preferred Status, without enrolling in the co-branded credit card programs and without purchasing select seating or access passes . . . choose a window seat. Tada, Boarding Group 3.
The process does change from carrier to carrier; but, to efficiently load even increasing passenger loads, a window seat will generally get you a head start to stow your carry-on baggage.
Wednesday, December 11, 2013
Customer Service Plan
All air carriers authorized to operate in the United States are required by the United States Department of Transportation to make available a Customer Service Plan. It is intended to provide you with information regarding policies, procedures and methods for handling certain aspects of your travel on your air carrier, including those exceptions that may occur in your travel plans.
Below you will find a partial list of Air Carrier Customer Service Commitments:
Airlines for America - Customers First 12-Point Customer Service Commitment
http://www.airlines.org/Pages/Customers-First-12-Point-Customer-Service-Commitment.aspx
Aeromexico
http://www.aeromexico.com/us/travel-information/before-your-purchase/regulations-and-policies/customer-service-plan.html
Air Canada
http://www.aircanada.com/us/en/customercare/customer_service_plan.html
Air China
http://www.airchina.us/en/managemytrip/uscsp/csp.html
Air France
http://www.airfrance.us/US/en/local/page_flottante/hp/customer_commitment.htm
Air New Zealand
http://www.airnewzealand.com/customer-service-and-tarmac-delay-plan
Alaska Airines
American Airlines
http://www.aa.com/i18n/customerService/customerCommitment/customerServicePlan.jsp#csp
ANA
http://www.ana.co.jp/wws/us/e/local/customer_service_plan/
Asiana
http://us.flyasiana.com/C/pdf/Customer_service_plan_en.pdf
British Airways
http://www.britishairways.com/travel/customer-commitment/public/en_us
Compass Airlines
http://compassairline.com/html/CompassAirlinesCustomerCommitment.htm
Delta Airlines
http://www.delta.com/content/www/en_US/legal/customer-commitment.html
Emirates Airlines
http://cdn.ek.aero/us/english/images/201309110442_ek_customer_service_plan_10th_october_2013_tcm272-706834.pdf
ERA Aviation
http://www.flyera.com/passengerservice/customerservice/customercommitment
Express Jet Airlines
http://www.expressjet.com/passengers/customer-service-plan/
Great Lakes Airlines
http://www.greatlakesav.com/customer_service/Docs/Customer_Service_Plan.pdf
Hawaiian Airlines
http://www.hawaiianairlines.com/aboutus/customer-service-commitment
Iberia Airlines
http://www.iberia.com/us/service-commitment/
Icelandair
http://www.icelandair.us/servlet/file/store36/item572897/version1/Customer%20service%20plan%202012.pdf
Island Air
http://www.islandair.com/flight-info/customer-service-plan/
Japan Airlines
https://www.ar.jal.com/arl/region/en/other/csplan.html
KLM
http://www.klm.com/travel/us_en/prepare_for_travel/customer_commitment/customer_commitment/index.htm
Lufthansa
http://www.lufthansa.com/online/portal/lh/us/local?nodeid=3378290&l=en
Porter Airlines
https://www.flyporter.com/Content/Documents/Porter_Customer_Service_Plan_2011-10-07.pdf
Qantas
http://www.qantas.com.au/travel/airlines/customer-service-plan/us/en
Qatar Airlines
http://www.qatarairways.com/us/en/customer-service-commitment.page
Scandinavian Airlines
http://www.flysas.com/upload/International/USA/DOT/SASCustomerServicePlan120202.pdf
Silver Airways
https://www.silverairways.com/more-information/customer-service-plan
Singapore Airlines
http://www.singaporeair.com/en_UK/travel-information/customer-service-plan/
SkyWest Airlines
http://www.skywest.com/fly-skywest-airlines/customer-information/show/customer-service-plan/#/customer-service-plan/
Southwest Airlines
Swiss
https://www.swiss.com/countries/US/local_content/customer_service_plan/Pages/customer_service_and_contingency_plans.aspx
Thai Airlines
http://www.thaiairways.com/plan-your-trip/before-you-fly/en/customer_service_plan.htm
Turkish Airlines
http://www.turkishairlines.com/en-int/travel-information/legal-notice/legal-notice-passenger-rights/customer-service-plan
US Airways
http://www.usairways.com/en-US/aboutus/customersfirst/customerserviceplan.html
Volaris
http://volaris.com/media/uploads/archivos/conocenos/customer_service_plan.pdf
WestJet
http://www.westjet.com/guest/en/travel/basics/security-travel-alert/guest-service-plan.shtml
Below you will find a partial list of Air Carrier Customer Service Commitments:
Airlines for America - Customers First 12-Point Customer Service Commitment
http://www.airlines.org/Pages/Customers-First-12-Point-Customer-Service-Commitment.aspx
Aeromexico
http://www.aeromexico.com/us/travel-information/before-your-purchase/regulations-and-policies/customer-service-plan.html
Air Canada
http://www.aircanada.com/us/en/customercare/customer_service_plan.html
Air China
http://www.airchina.us/en/managemytrip/uscsp/csp.html
Air France
http://www.airfrance.us/US/en/local/page_flottante/hp/customer_commitment.htm
Air New Zealand
http://www.airnewzealand.com/customer-service-and-tarmac-delay-plan
Alaska Airines
Allegiant Airlines
American Airlines
http://www.aa.com/i18n/customerService/customerCommitment/customerServicePlan.jsp#csp
ANA
http://www.ana.co.jp/wws/us/e/local/customer_service_plan/
Asiana
http://us.flyasiana.com/C/pdf/Customer_service_plan_en.pdf
British Airways
http://www.britishairways.com/travel/customer-commitment/public/en_us
Compass Airlines
http://compassairline.com/html/CompassAirlinesCustomerCommitment.htm
Delta Airlines
http://www.delta.com/content/www/en_US/legal/customer-commitment.html
Emirates Airlines
http://cdn.ek.aero/us/english/images/201309110442_ek_customer_service_plan_10th_october_2013_tcm272-706834.pdf
ERA Aviation
http://www.flyera.com/passengerservice/customerservice/customercommitment
Express Jet Airlines
http://www.expressjet.com/passengers/customer-service-plan/
Frontier Airlines
Great Lakes Airlines
http://www.greatlakesav.com/customer_service/Docs/Customer_Service_Plan.pdf
Hawaiian Airlines
http://www.hawaiianairlines.com/aboutus/customer-service-commitment
Iberia Airlines
http://www.iberia.com/us/service-commitment/
Icelandair
http://www.icelandair.us/servlet/file/store36/item572897/version1/Customer%20service%20plan%202012.pdf
Island Air
http://www.islandair.com/flight-info/customer-service-plan/
Japan Airlines
https://www.ar.jal.com/arl/region/en/other/csplan.html
JetBlue Airlines
KLM
http://www.klm.com/travel/us_en/prepare_for_travel/customer_commitment/customer_commitment/index.htm
Lufthansa
http://www.lufthansa.com/online/portal/lh/us/local?nodeid=3378290&l=en
Porter Airlines
https://www.flyporter.com/Content/Documents/Porter_Customer_Service_Plan_2011-10-07.pdf
Qantas
http://www.qantas.com.au/travel/airlines/customer-service-plan/us/en
Qatar Airlines
http://www.qatarairways.com/us/en/customer-service-commitment.page
Scandinavian Airlines
http://www.flysas.com/upload/International/USA/DOT/SASCustomerServicePlan120202.pdf
Silver Airways
https://www.silverairways.com/more-information/customer-service-plan
Singapore Airlines
http://www.singaporeair.com/en_UK/travel-information/customer-service-plan/
SkyWest Airlines
http://www.skywest.com/fly-skywest-airlines/customer-information/show/customer-service-plan/#/customer-service-plan/
Southwest Airlines
Swiss
https://www.swiss.com/countries/US/local_content/customer_service_plan/Pages/customer_service_and_contingency_plans.aspx
Thai Airlines
http://www.thaiairways.com/plan-your-trip/before-you-fly/en/customer_service_plan.htm
Turkish Airlines
http://www.turkishairlines.com/en-int/travel-information/legal-notice/legal-notice-passenger-rights/customer-service-plan
US Airways
http://www.usairways.com/en-US/aboutus/customersfirst/customerserviceplan.html
Virgin America
Volaris
http://volaris.com/media/uploads/archivos/conocenos/customer_service_plan.pdf
WestJet
http://www.westjet.com/guest/en/travel/basics/security-travel-alert/guest-service-plan.shtml
The Customer Service Plan is separate from and not a part of your carriers Contract of Carriage.
Aviation Consumer Protection
The elimination of government regulation of airline fares and routes has resulted in lower fares and a wide variety of price /service options. In this new commercial environment, consumers have had to take a more active role in choosing their air service by learning to ask a number of questions.
- Am I more concerned with price or with schedule?
- Am I willing to fly at a less convenient time if it means saving $25?
- Will the airline penalize me for changing my reservation?
- Will I have to pay extra for checked bags or for seat assignments?
- What will the airline do for me if it cancels my flight?
The link below will guide you to the Aviation Consumer Protection website designed to explain your rights and responsibilities as an air traveler and to show you how to avoid problems. We hope it helps you become a more resourceful consumer.
Aviation Consumer Protection and Enforcement
United States Department of Transportation
http://www.dot.gov/airconsumer
- Am I more concerned with price or with schedule?
- Am I willing to fly at a less convenient time if it means saving $25?
- Will the airline penalize me for changing my reservation?
- Will I have to pay extra for checked bags or for seat assignments?
- What will the airline do for me if it cancels my flight?
The link below will guide you to the Aviation Consumer Protection website designed to explain your rights and responsibilities as an air traveler and to show you how to avoid problems. We hope it helps you become a more resourceful consumer.
Aviation Consumer Protection and Enforcement
United States Department of Transportation
http://www.dot.gov/airconsumer
Why are flights oversold?
Like many other industries, airlines may "oversell" or offer for sale more seats than exist on the aircraft. Concert and Sporting events will offer standing room only, Hotels will oversell the number of rooms available and Rental Car companies will offer more reservations than available cars; and, many many more instances.
The short answer is that people blow off their flight, event, appointment, room night and as disposable items, once the moment has passed the opportunity for revenue has expired. "No-Shows" are a common theme in these industries and more.
Focusing on the airline industry here, each carrier has developed a sophisticated program based on trends, history, time of year, travel patterns and about 20 other parameters to determine the correct percentage of inventory to make available. Some flights may not over sale at all, where weather and airport conditions limit or even cause flights to depart with empty seats due to performance factors; others, on some International routes may over sell by 20, 30, 40%, where fare rules, competition, culture and historical trends reflect substantial no-show factors. To assure a flight departs full, and thus creates revenue, it may have 220, 230, 250 reservations for a 170 seat capacity aircraft.
It is the double edged sword. To assure revenue and reduce waste, over selling is a time tested practice. The alternative would be fully non-refundable tickets or far more restrictive fare rules and policies. It will also greatly reduce the ability of airlines and passengers to recover from weather events, delays and cancellations.
WHAT ARE THE RULES
The United States Department of Transportation (DOT) have enacted guidelines and regulations inline with International Conventions and Agreements for the performance of Air Transportation. Domestic and International rules and regulations differ and I will focus on US Domestic flights for purpose of this discussion which are quite clear.
In the event of an over sold flight, each air carrier is required to solicit for volunteers. If you have traveled much, especially during high volume travel periods, I am sure you have heard "Ladies and Gentlemen, our flight today may be in an over sold situation. If you have flexible travel plans, we can offer compensation in the amount of $XXX in travel credits and a seat on a flight departing at . . . . ." The very high majority of the time, enough volunteers are received and often have to be turned away. This is referred to as Voluntary Denied Boarding Compensation (DBC).
In the event your carrier is not able to solicit enough volunteers, it will be required to Involuntary Deny Boarding (IDB). Each carrier has a different protocol, under the guidelines of the DOT, as to who is selected to be Denied Boarding and the penalties can be steep. The process is totally automated and not reflective of any profile, feature or other identifying trend. Some simply go by the last person to have checked-in.
If you are denied boarding and your carrier is not able to accommodate you to your final destination within two hours of your original arrival time, you may receive compensation equal to 400% of the original one-way base fare up to $1,300. Before you grin and plan your next pay day, IDB's are very rare and passengers do have responsibilities. You must check-in prior to published cut off time (30-60 minutes) and you must be on the aircraft prior to published time (10-30 minutes). If you arrive at the gate less than 10 minutes prior to departure, you are not eligible for any compensation.
In the event this occurs, transportation is limited to first available flight on the carrier which has denied you boarding only, you are not eligible for hotel accommodations or other compensation. Also, if you are denied boarding and your air carrier can get you to your destination within 1 hour of your original scheduled arrival time, you receive zero compensation.
Here are the rules from the DOT website:
http://airconsumer.dot.gov/publications/flyrights.htm#overbooking
The short answer is that people blow off their flight, event, appointment, room night and as disposable items, once the moment has passed the opportunity for revenue has expired. "No-Shows" are a common theme in these industries and more.
Focusing on the airline industry here, each carrier has developed a sophisticated program based on trends, history, time of year, travel patterns and about 20 other parameters to determine the correct percentage of inventory to make available. Some flights may not over sale at all, where weather and airport conditions limit or even cause flights to depart with empty seats due to performance factors; others, on some International routes may over sell by 20, 30, 40%, where fare rules, competition, culture and historical trends reflect substantial no-show factors. To assure a flight departs full, and thus creates revenue, it may have 220, 230, 250 reservations for a 170 seat capacity aircraft.
It is the double edged sword. To assure revenue and reduce waste, over selling is a time tested practice. The alternative would be fully non-refundable tickets or far more restrictive fare rules and policies. It will also greatly reduce the ability of airlines and passengers to recover from weather events, delays and cancellations.
WHAT ARE THE RULES
The United States Department of Transportation (DOT) have enacted guidelines and regulations inline with International Conventions and Agreements for the performance of Air Transportation. Domestic and International rules and regulations differ and I will focus on US Domestic flights for purpose of this discussion which are quite clear.
In the event of an over sold flight, each air carrier is required to solicit for volunteers. If you have traveled much, especially during high volume travel periods, I am sure you have heard "Ladies and Gentlemen, our flight today may be in an over sold situation. If you have flexible travel plans, we can offer compensation in the amount of $XXX in travel credits and a seat on a flight departing at . . . . ." The very high majority of the time, enough volunteers are received and often have to be turned away. This is referred to as Voluntary Denied Boarding Compensation (DBC).
In the event your carrier is not able to solicit enough volunteers, it will be required to Involuntary Deny Boarding (IDB). Each carrier has a different protocol, under the guidelines of the DOT, as to who is selected to be Denied Boarding and the penalties can be steep. The process is totally automated and not reflective of any profile, feature or other identifying trend. Some simply go by the last person to have checked-in.
If you are denied boarding and your carrier is not able to accommodate you to your final destination within two hours of your original arrival time, you may receive compensation equal to 400% of the original one-way base fare up to $1,300. Before you grin and plan your next pay day, IDB's are very rare and passengers do have responsibilities. You must check-in prior to published cut off time (30-60 minutes) and you must be on the aircraft prior to published time (10-30 minutes). If you arrive at the gate less than 10 minutes prior to departure, you are not eligible for any compensation.
In the event this occurs, transportation is limited to first available flight on the carrier which has denied you boarding only, you are not eligible for hotel accommodations or other compensation. Also, if you are denied boarding and your air carrier can get you to your destination within 1 hour of your original scheduled arrival time, you receive zero compensation.
Here are the rules from the DOT website:
http://airconsumer.dot.gov/publications/flyrights.htm#overbooking
Why do I have to pay for a seat assignment?
The short answer is . . . you don't
As I shared in the "why do I have to pay for checked baggage" discussion. This is another ancillary revenue stream for air carriers that have helped drive recent profits. Just because the program may be here to stay does not mean you need to pay.
HOW DO I GET A SEAT ASSIGNMENT FOR FREE
Check-in online at your respective air carriers website or mobile application. Subject to the terms of your airfare, purchase portal (see Danger Will Robinson below) and availability, you should be able to proceed through check-in, select a seat assignment and receive your boarding pass.
Although most carriers and fares allow unrestricted seat assignments at the 24-hour check-in mark, some restrict this further to airport check-in. Again, no problem, arrive at the airport early, utilize the kiosk positions, select your seat assignment and receive your boarding pass.
BUT ALL THERE IS LEFT ARE SEATS I NEED TO PAY FOR!
If you still do not have a choice for complimentary seats, continue check-in without seat selection and you will be placed on the "need seat list". Passengers on the need seat list are confirmed and have all the same rights of passengers with seat assignments. In the event of an oversale, you are still eligible to volunteer and you are still compensated in the event of an involuntary denied boarding. You are not standby even though you may hear this term and in the event all there remains are "paid" or "premium" seating, you are assigned these complimentary anywhere from 45-10 minutes prior to departure.
DANGER WILL ROBINSON
There are some pitfalls to the process depending on how full your flight is and how you purchased your ticket(s).
When using Orbitz, Travelocity, Expedia and many other 3rd party websites to purchase tickets, you are directed to a seat assignment page right after flight selection. You may see the entire aircraft map and even be able to make a selection; but, note the message that says the carrier may restrict assignment of priority seating. Translated, if you select a premium economy seat and you do not have Elite Status, your seat request will not be honored.
Bypassing several opportunities for select seat assignments (reservation, online, airport kiosk) could result in a middle seat onboard your flight if this is all that remains. So, there is a personal choice you should consider, is the process and result worth the savings.
As I shared in the "why do I have to pay for checked baggage" discussion. This is another ancillary revenue stream for air carriers that have helped drive recent profits. Just because the program may be here to stay does not mean you need to pay.
HOW DO I GET A SEAT ASSIGNMENT FOR FREE
Check-in online at your respective air carriers website or mobile application. Subject to the terms of your airfare, purchase portal (see Danger Will Robinson below) and availability, you should be able to proceed through check-in, select a seat assignment and receive your boarding pass.
Although most carriers and fares allow unrestricted seat assignments at the 24-hour check-in mark, some restrict this further to airport check-in. Again, no problem, arrive at the airport early, utilize the kiosk positions, select your seat assignment and receive your boarding pass.
BUT ALL THERE IS LEFT ARE SEATS I NEED TO PAY FOR!
If you still do not have a choice for complimentary seats, continue check-in without seat selection and you will be placed on the "need seat list". Passengers on the need seat list are confirmed and have all the same rights of passengers with seat assignments. In the event of an oversale, you are still eligible to volunteer and you are still compensated in the event of an involuntary denied boarding. You are not standby even though you may hear this term and in the event all there remains are "paid" or "premium" seating, you are assigned these complimentary anywhere from 45-10 minutes prior to departure.
DANGER WILL ROBINSON
There are some pitfalls to the process depending on how full your flight is and how you purchased your ticket(s).
When using Orbitz, Travelocity, Expedia and many other 3rd party websites to purchase tickets, you are directed to a seat assignment page right after flight selection. You may see the entire aircraft map and even be able to make a selection; but, note the message that says the carrier may restrict assignment of priority seating. Translated, if you select a premium economy seat and you do not have Elite Status, your seat request will not be honored.
Bypassing several opportunities for select seat assignments (reservation, online, airport kiosk) could result in a middle seat onboard your flight if this is all that remains. So, there is a personal choice you should consider, is the process and result worth the savings.
Why do I pay for checked luggage?
Luggage charges are a revenue stream for air carriers and are imposed by all domestic carriers for either 1st, 2nd, oversize, overweight and/or contents such as dry ice, antlers, bicycles and more. For a variety of reasons, it comes down to weight. The expense incurred by flying 1 lb 1 mile, plus volume and convenience.
It is a valuable tool to maintain competition and provide attractive base fares for the travelling public, while establishing strong ancillary revenues. By eliminating add-on's and frills that were once common prior to escalation of fuel and expenses, un-bundling fares, have empowered passengers to choose which service and amenities they wish to enjoy.
Myself and My business partner Doug are both flying to Duluth, MN. We both paid $380 for our tickets and are on the same itinerary. I travel light and can easily accommodate my needs in a carry-on bag, Doug likes to check his bag and not have to carry it all over the place. I don't really have a seat preference. Doug likes to sit as close to the front of the plane as possible and he likes a cocktail or two. We both check-in online and off we go. I paid zero in additional charges and selected my seat for free at the time of check-in. Doug paid $25 for his baggage, $14 for his seat assignment and $12 for his cocktails. Simply, we are different in our needs and travels, why should we pay the same.
HOW CAN I AVOID PAYING A BAGGAGE CHARGE
1. The easy answer is limit your travel to one carry-on bag which complies with the size and weight restriction of your respective air carrier. Oversize carry-on bags are subject to gate check and on some carriers the charge is substantially higher.
2. Research your choice of carrier. Each carrier has different charges standards and regulations. You may find that travel on Frontier that flies bicycles for free meets your needs better that Delta or American.
3. If you have not joined a frequent flier program, do so right away. Research your personal and professional travel habits and expectations. Consider what benefits you would enjoy most and join. Elite level members in air carrier rewards programs enjoy free luggage and other attractive benefits.
4. Consider acquiring an airline based credit card, such as the Delta Airlines American Express Card (not a promotional mention). A benefit of membership is one free piece of luggage plus one for your companions travelling on an identical itinerary.
5. Explore carrier air fares such as Frontier and many International carriers that will offer free or discounted luggage based on the fare purchased. Many other amenities such as seating, food & beverage, cancellation insurance may be offered as well. In addition, several carriers offer an on-line discount to check baggage.
It is a valuable tool to maintain competition and provide attractive base fares for the travelling public, while establishing strong ancillary revenues. By eliminating add-on's and frills that were once common prior to escalation of fuel and expenses, un-bundling fares, have empowered passengers to choose which service and amenities they wish to enjoy.
Myself and My business partner Doug are both flying to Duluth, MN. We both paid $380 for our tickets and are on the same itinerary. I travel light and can easily accommodate my needs in a carry-on bag, Doug likes to check his bag and not have to carry it all over the place. I don't really have a seat preference. Doug likes to sit as close to the front of the plane as possible and he likes a cocktail or two. We both check-in online and off we go. I paid zero in additional charges and selected my seat for free at the time of check-in. Doug paid $25 for his baggage, $14 for his seat assignment and $12 for his cocktails. Simply, we are different in our needs and travels, why should we pay the same.
HOW CAN I AVOID PAYING A BAGGAGE CHARGE
1. The easy answer is limit your travel to one carry-on bag which complies with the size and weight restriction of your respective air carrier. Oversize carry-on bags are subject to gate check and on some carriers the charge is substantially higher.
2. Research your choice of carrier. Each carrier has different charges standards and regulations. You may find that travel on Frontier that flies bicycles for free meets your needs better that Delta or American.
3. If you have not joined a frequent flier program, do so right away. Research your personal and professional travel habits and expectations. Consider what benefits you would enjoy most and join. Elite level members in air carrier rewards programs enjoy free luggage and other attractive benefits.
4. Consider acquiring an airline based credit card, such as the Delta Airlines American Express Card (not a promotional mention). A benefit of membership is one free piece of luggage plus one for your companions travelling on an identical itinerary.
5. Explore carrier air fares such as Frontier and many International carriers that will offer free or discounted luggage based on the fare purchased. Many other amenities such as seating, food & beverage, cancellation insurance may be offered as well. In addition, several carriers offer an on-line discount to check baggage.
Why is my bag not here?
I remember a mantra of a former boss who would say that our mission is: "Safe, Quality, On-time performance with luggage". The airline industry is a complex organism that employs roughly 80 people across dozens of departments and divisions for each aircraft operated. It all comes down to Safety, Quality, On-Time & Luggage Performance.
If you go by US Department of Transportation statistics, on average, three pieces of luggage are delayed for every 1,000 passengers and the numbers are reducing each year as further technology, consolidation and strategies have been added to the system.
REASONS WHY BAGS ARE DELAYED
1. Late check-in: Although air carriers are not responsible for luggage checked-in after the respective cut-off, these times have not increased parallel to the level of screening required for passenger luggage. In most hub or large airports, bags not checked at least 60 minutes prior to departure have a higher risk of delay.
2. Contents and Suitable Packaging: Keep in mind that your bag will be screened and what you place in your luggage determines the time and level of screening. Combined with point #1, you will often find that a delayed piece of luggage will have TSA tape and the courtesy card inside explaining the search process. Overweight and/or Oversize baggage also has a greater likelihood of encountering a delay. There is a list of restricted and prohibited items on each carriers website baggage section and the TSA website.
3. Operational Issues: This is a broad term which would include last minute gate changes and connections under 15 minutes. Although bags do travel faster than passengers in most cases, it takes roughly 10 minutes to offload a full aircraft and 5 minutes for the transfer driver to deliver the connection bags. Respective planners do account for this and identify "hot" bags; but, when you have 200 bags on-board, sometimes time runs out.
4. Human Element: Like every other aspect of our lives, the human element and often communication plays a role. A transfer driver did not get the gate change announcement or has an old transfer list; your baggage was placed into the wrong cart; ticket counter agent placed the wrong tag on your bag; your original aircraft to Phoenix has been reassigned to Austin and the crew did not check the pit to see if bags were loaded until your flight had departed; shift changes. These are not excuses, just incidents were baggage has been delayed.
5. Interline Connections: Baggage that is transferred between airlines may triple the required time to assure you bag makes it from one flight to another. Often, carriers will only have one scheduled pick-up allotted per time frame.
WHAT CAN I DO TO AVOID THIS HAPPENING?
1. Prepare: Print a copy of your complete itinerary and place this inside of your luggage and easy to locate. Include your cell phone number and contact information for where you will be. Be sure you have a sturdy identification tag(s) on the outside of your luggage; and, that you have provided your carrier with accurate contact information in your reservation. Brightly colored baggage is helpful not only for identification; but, also to help avoid of theft. Use ribbon, bright colored straps, etc.
2. Pack: Use luggage that complies with your carriers baggage regulations. In most cases this is a total of 63 linear inches (H+W+L) and under 50 lbs. Information can be found on your carriers respective website / baggage section. Do not pack items which may be on the restricted or prohibited item list; or, may look similar.
3. Be Smart: Your wedding dress, your medication, car keys, wallet, phone charger, lithium ion batteries, baby formula, presentation for the business meeting should be placed in your carry on baggage.
4. Fly Nonstop: If at all possible, jump on the nonstop flight or avoid connections between air carriers. The least amount of times your luggage is loaded and offloaded reduces the Human and Operational issues.
5. Arrive Early: In addition to being an excellent idea to adapt to delays, cancellations and missed connections, it is a valuable tool to guide your luggage along promptly as discussed above.
6. Pay Attention: Although the vast majority of agents will ask you "is this your luggage?", "is Detroit (or wherever you are going) your final destination?". Pay attention, this eliminates 12% of the reasons your luggage may be delayed. This is a great time to catch any errors. "Wait! In Detroit I connect to Tampa"
WHAT DO I DO IF IT IS NOT THERE?
1. Contact the airline that you arrived on. The convention rules regarding airline baggage provide that the carrier you arrived on is responsible for taking the claim ad locating your luggage.
2. Provide your baggage tags, complete description and a list of unique contents. Inform the agent regarding how you can be reached at all times.
BE PATIENT
I understand your frustration; but, the person who is taking your claim information has absolutely ZERO involvement in the delay of your luggage and 100% involvement in initiating the process to coordinate it's arrival. You do the math.
What to do when weather cancels / delays your flight
You wake up and Mother Nature has wrecked havoc on your travel plans.
WHATS HAPPENING?
Understanding the "rules" are paramount in setting your expectations and success. Weather related cancellations for US domestic flights do not qualify for any compensation such as hotel accommodations and often fare rules restrict travel to the carrier on which you are ticketed. So, if you have a United ticket, expect to only have options available to you on board United or United Express operated flights.
The event may also be hard to understand when you are in sunny San Juan and your flight was cancelled the day before due to a storm in Kansas City. Keep in mind, calm and courtesy prevail. Your air carrier does not want to cancel a flight. In addition to safety and regulations, they have fixed expenses such as aircraft, facility and equipment expenses and labor which are offset only when aircraft are filled and flying. At each carrier, a Network Operations Center, which includes representatives of several departments take on and develop a strategy to account for and recover from such events.
A heads up for challenges. If you bought a ticket through Orbitz, Expedia, Travelocity, Priceline, Cheap Tickets, etc. You may be required to contact their customer service for assistance, so please have a copy of your itinerary, ticket number and flight information handy. Store their contact information or print it. Often, wait times can be substantial.
Another challenge is when your ticket, regardless of who it is purchased through, involves multiple air carriers. Such as departing on Air Canada and returning on Delta. It will be an Air Canada "ticket number" and reduces the likelihood that you will be able to access Delta service such as online check-in, online itinerary changes, etc. Be prepared with reservations phone numbers for the all the carriers on your itinerary. Depending on the fare you purchased you may be required, in this example, to contact Air Canada for changes even though Delta cancelled the flight. Often, not much makes sense; but, knowing this will lead to success.
WHAT DO I DO?
1. Unless your cancellation is an isolated event, expect long wait times on the phone and longer lines at the airport. People often say, I will just get to the airport where they can fix this . . . bad idea as the other 50, 80, 170 people on the flight have now jumped ahead of you for slim pickings of available alternatives.
2. Go to your respective air carrier website, open your reservation information and select "change itinerary" or whatever lingo they use to begin making a change. Automation for the large majority of carriers and itineraries solves the issue immediately. Just because you don't like the itinerary options does not mean you should ignore them. Again, bad idea as the other 50, 80, 170 people on the flight will exhaust all options rapidly. Choose something.
3. Make a game plan, look at alternatives such as Baltimore if you are in Washington D.C. or if you are flying to Madison, look at landing in Milwaukee or Wausau. If your airline has issued a weather waiver, go to their respective website and look at the terms of the waiver. If it permits a full refund or full use toward a future itinerary, consider banking this for the future and go on Kayak to find alternatives regardless of carrier to get you on your way.
4. If you are not able to utilize your carriers or travel service website for changes, grab a pay phone, hotel phone or other landline, have your options written down along with your confirmation along with a beverage and be patient. It will all get fixed.
You may not like the result; but, another key factor during a weather event is that available flights, itineraries and plans are very fluid and can change in seconds. I cannot begin to share how many times I see full flights and with frequent checking, I often find that a seat opens up.
1. People will rebook to the 11AM flight via Chicago only to later change their minds and decide to go the next day.
2. A storm impacting Kansas City today will impact St. Louis later, then Louisville, Cincinnati and the East Coast tomorrow meaning that several other flights may cancel or be delayed and additional connection opportunities may become available.
3. To recover from large weather events, air carriers will often position aircraft or create "extra sections" (new flights), especially in hubs to reduce the number of impacted passengers quickly. You looked an hour ago and did not see flight 9989 . . . that is American, US Airways, etc creating a flight. Often carriers will also "up guage" a flight. Reschedule a 757 to a 767 to provide additional seats.
BE INFORMED (Have confirmation #, phone # handy and alternatives planned)
BE PATIENT (wait times can be long, tempers can flare)
BE FLEXIBLE (those who are most flexible have the greatest success in result and peace of mind)
BE READY (keep your bag packed, phone charged)
HOW CAN I PREPARE FOR NEXT TIME?
1. Be sure that your air carrier has your accurate phone contact information, email address and that you have registered your account and/or itinerary for flight alerts. I cannot emphasize this enough or share the thousands of people I have encountered who showed up for a flight that was cancelled 12, 24, 48 hours ago.
2. Print your confirmation / itinerary numbers and all contact phone information. Follow carriers such as Delta on twitter that offer twitter customer service options for their passengers.
3. Check-in online 24 hours prior to departure; and, check flight status the night before, morning of departure and before heaving to the airport; and/or, see #1.
4. Allow a cushion. If you are flying to a wedding on Sunday, leave Friday. Have a business meeting Wednesday at 1pm, arrive Tuesday night.
5. Leave early! Whenever possible, reserve the first flights of the day. It may be inconvenient having to wake up early, or take an extra day off. When you fly early, there are plenty of options should your flight be impacted including different routing, connections, etc. When you fly early, your flight arrived the night before and any events impacting your schedule should be well known prior to departure.
6. Arrive early! Getting to the airport two hours prior to departure may seem like an inconvenience; but, what is more important, hitting snooze one more time or getting to your meeting, reunion, dinner, wedding, etc. It simply provides you with more options should your flight be impacted. When my 1:30 pm Chicago flight is delayed, the passengers who arrived early enough were accommodated on the 12:20 pm flight through Denver.
6. If you are a frequent traveler, explore benefit options such as elite status which will provide expedited call handling; club membership which will thin the crowds when requiring agent assistance and a less congested location to relax during a delay; credit card programs such as United Club Card that offer club membership a as a benefit.
7. Have your chargers handy for all your gadgets.
8. Plan for alternatives. "Honey, can you pick me up in Burbank instead of LAX?"
In 30+ years I have likely assisted with over a million delayed and cancelled passenger itineraries. Success is taking ownership of the results - be informed, patient, flexible and ready.
WHATS HAPPENING?
Understanding the "rules" are paramount in setting your expectations and success. Weather related cancellations for US domestic flights do not qualify for any compensation such as hotel accommodations and often fare rules restrict travel to the carrier on which you are ticketed. So, if you have a United ticket, expect to only have options available to you on board United or United Express operated flights.
The event may also be hard to understand when you are in sunny San Juan and your flight was cancelled the day before due to a storm in Kansas City. Keep in mind, calm and courtesy prevail. Your air carrier does not want to cancel a flight. In addition to safety and regulations, they have fixed expenses such as aircraft, facility and equipment expenses and labor which are offset only when aircraft are filled and flying. At each carrier, a Network Operations Center, which includes representatives of several departments take on and develop a strategy to account for and recover from such events.
A heads up for challenges. If you bought a ticket through Orbitz, Expedia, Travelocity, Priceline, Cheap Tickets, etc. You may be required to contact their customer service for assistance, so please have a copy of your itinerary, ticket number and flight information handy. Store their contact information or print it. Often, wait times can be substantial.
Another challenge is when your ticket, regardless of who it is purchased through, involves multiple air carriers. Such as departing on Air Canada and returning on Delta. It will be an Air Canada "ticket number" and reduces the likelihood that you will be able to access Delta service such as online check-in, online itinerary changes, etc. Be prepared with reservations phone numbers for the all the carriers on your itinerary. Depending on the fare you purchased you may be required, in this example, to contact Air Canada for changes even though Delta cancelled the flight. Often, not much makes sense; but, knowing this will lead to success.
WHAT DO I DO?
1. Unless your cancellation is an isolated event, expect long wait times on the phone and longer lines at the airport. People often say, I will just get to the airport where they can fix this . . . bad idea as the other 50, 80, 170 people on the flight have now jumped ahead of you for slim pickings of available alternatives.
2. Go to your respective air carrier website, open your reservation information and select "change itinerary" or whatever lingo they use to begin making a change. Automation for the large majority of carriers and itineraries solves the issue immediately. Just because you don't like the itinerary options does not mean you should ignore them. Again, bad idea as the other 50, 80, 170 people on the flight will exhaust all options rapidly. Choose something.
3. Make a game plan, look at alternatives such as Baltimore if you are in Washington D.C. or if you are flying to Madison, look at landing in Milwaukee or Wausau. If your airline has issued a weather waiver, go to their respective website and look at the terms of the waiver. If it permits a full refund or full use toward a future itinerary, consider banking this for the future and go on Kayak to find alternatives regardless of carrier to get you on your way.
4. If you are not able to utilize your carriers or travel service website for changes, grab a pay phone, hotel phone or other landline, have your options written down along with your confirmation along with a beverage and be patient. It will all get fixed.
You may not like the result; but, another key factor during a weather event is that available flights, itineraries and plans are very fluid and can change in seconds. I cannot begin to share how many times I see full flights and with frequent checking, I often find that a seat opens up.
1. People will rebook to the 11AM flight via Chicago only to later change their minds and decide to go the next day.
2. A storm impacting Kansas City today will impact St. Louis later, then Louisville, Cincinnati and the East Coast tomorrow meaning that several other flights may cancel or be delayed and additional connection opportunities may become available.
3. To recover from large weather events, air carriers will often position aircraft or create "extra sections" (new flights), especially in hubs to reduce the number of impacted passengers quickly. You looked an hour ago and did not see flight 9989 . . . that is American, US Airways, etc creating a flight. Often carriers will also "up guage" a flight. Reschedule a 757 to a 767 to provide additional seats.
BE INFORMED (Have confirmation #, phone # handy and alternatives planned)
BE PATIENT (wait times can be long, tempers can flare)
BE FLEXIBLE (those who are most flexible have the greatest success in result and peace of mind)
BE READY (keep your bag packed, phone charged)
HOW CAN I PREPARE FOR NEXT TIME?
1. Be sure that your air carrier has your accurate phone contact information, email address and that you have registered your account and/or itinerary for flight alerts. I cannot emphasize this enough or share the thousands of people I have encountered who showed up for a flight that was cancelled 12, 24, 48 hours ago.
2. Print your confirmation / itinerary numbers and all contact phone information. Follow carriers such as Delta on twitter that offer twitter customer service options for their passengers.
3. Check-in online 24 hours prior to departure; and, check flight status the night before, morning of departure and before heaving to the airport; and/or, see #1.
4. Allow a cushion. If you are flying to a wedding on Sunday, leave Friday. Have a business meeting Wednesday at 1pm, arrive Tuesday night.
5. Leave early! Whenever possible, reserve the first flights of the day. It may be inconvenient having to wake up early, or take an extra day off. When you fly early, there are plenty of options should your flight be impacted including different routing, connections, etc. When you fly early, your flight arrived the night before and any events impacting your schedule should be well known prior to departure.
6. Arrive early! Getting to the airport two hours prior to departure may seem like an inconvenience; but, what is more important, hitting snooze one more time or getting to your meeting, reunion, dinner, wedding, etc. It simply provides you with more options should your flight be impacted. When my 1:30 pm Chicago flight is delayed, the passengers who arrived early enough were accommodated on the 12:20 pm flight through Denver.
6. If you are a frequent traveler, explore benefit options such as elite status which will provide expedited call handling; club membership which will thin the crowds when requiring agent assistance and a less congested location to relax during a delay; credit card programs such as United Club Card that offer club membership a as a benefit.
7. Have your chargers handy for all your gadgets.
8. Plan for alternatives. "Honey, can you pick me up in Burbank instead of LAX?"
In 30+ years I have likely assisted with over a million delayed and cancelled passenger itineraries. Success is taking ownership of the results - be informed, patient, flexible and ready.
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