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Talk about understatements. On the American Airlines’ site it suggests that aircraft inspections may affect “some AA travel.” Sure, if by “some AA Travel” they mean nearly half. After canceling 460 flights on Tuesday, American Airlines has canceled over 1,000 of its 2,300 daily flights on Wednesday, and continues with major cancellations today (about 900) because of the need to re-inspect wiring on a range of MD-80 aircraft. Safety, of course, is paramount in these situations, but what gets me is that American Airlines still isn’t “getting the word out” to passengers effectively. If you clicked the link they provide on their website’s homepage yesterday, you wouldn’t have even see a mention of the day’s events. This lack of communication had Joe Brancatelli up in arms on Tuesday, and I’m sure it has many feeling the same way yesterday, as once again we saw how passengers are the biggest loser in the battle between the FAA and the Airlines. If you are affected by the cancellations today or anyday, take a look at our list of “8 Tips on What to do When Stranded at the Airport”. Keep reading, the tips are next. |
In Case You are Stranded at the Airport: 8 TIPS
- Determine as quickly as possible if your flight has been canceled. If you know a particular aircraft has been grounded, check your ticket to see if that’s what you’re scheduled to fly. Note for next time: use technology, which means, sign up for airline “email alerts” for quick notification of delays or cancellations. Today’s packed planes mean, the sooner you act, the more likely you are to find an alternative flight.
- Contact your friends, associates, or family on the other end of your trip so they will not be inconvenienced.
- If you’re told at the airport to “stand in line” to meet with an airline rep to work out your flights, do so, but ALSO get on the phone with the airline; if the line is long, you may find your problem is solved before you meet with the rep in person. Click here for a link for airline phone numbers and more.
- Talk to the right people: gate agents and VIP club reps are often more responsive than ticket-counter agents (and try the VIP reps even if you’re not a member).
- Stay calm, and be polite; courtesy can go a long way with harried airline reps.
- Don’t get stuck in a smaller city. If at all possible, get a flight out to a major hub city even if you can’t get immediate flights from there to your final destination; being at a major hub will increase your options.
- Have a back-up plan: If the worst happens, and your airline is not helpful, look for available flights yourself (and here is a link to all flight schedules: http://www.farecompare.com/schedules/index.html). Every time you fly, take along a list of alternate flights, as well as a list of hotels near your connecting and destination airports (along with the local numbers) and a list of rental car agencies and numbers.
- If you have to spend the night,call area hotels directly. Don’t be fooled by Web sites that say a hotel is sold out; many set aside as much as 50 percent of their rooms for walk-up customers. Call the hotel’s local number (or request it from the chain’s “800″ number, or from the hotel’s individual Web site).
Good work Rick. I have never met a situation like this but after reading this article, i am forced to start thinking about maintaining a list of alternative airlines, hotels and rental cars every time i fly. Thanks for the really helpful tips and yeah, keep up the good work !!
Comment by Ajit — April 17, 2008 @ 12:40 am
rick—another tip for the stranded passenger. I’m not sure if this still applies but it did about 5 years ago when a British Airways nine hour wildcat “labour action” (strike) impacted me and about 100,000 of my fellow passengers at LHR.
DO NOT LEAVE THE AIRPORT UNTIL YOU’VE SECURED ALTERNATE MEANS OF GETTING BACK ON YOUR ITINERARY. AS LONG AS YOU STAY AT THE AIRPORT YOU ARE A “DISTRESSED” PASSENGER AND THE AIRLINE IS RESPONSIBLE FOR YOUR WELL BEING. ONCE YOU LEAVE THE AIRPORT THE AIRLINE COULD CARE LESS ABOUT YOU AND YOUR CHANCES OF GETTING BACK ON SCHEDULE IN A REASONABLE AMOUNT OF TIME DROP DRAMATICALLY. WE PERSISTED IN LINES, ACTED FRIENDLY TOWARD THE BA EMPLOYEES WHEN THEY RETURNED TO WORK AND MANAGED TO GET OUT OF LHR 30 HOURS LATER. THOSE WHO LEFT TOOK 5-6 DAYS TO GET FLIGHTS TO THEIR DESTINATION.
ALSO, FIND OUT WHO THE MAJOR DECISION MAKERS ARE AND GO TO THEM WITH YOUR NEEDS. TRACK DOWN SUPERVISORS TO GET HELP QUICKER. ALSO, GO TO COMPETITORS IN THE SAME MARKET AND SEE IF THEY HAVE SPACE ON OUTGOING FLIGHTS AND HAVE THEM ISSUE A TICKET TO YOU THAT WHEN SIGNED BY YOUR BELEAGURED AIRLINE GETS YOU OFF THEIR WAITING LIST–WE DID THIS AT LHR AND IT WAS AMAZING HOW FAST BA CAME UP WITH A SEAT FOR US….BA DID NOT WANT TO PAY THE OTHER AIRLINE ITS LAST MINUTE FARE TO GET US HOME…WE LEAPFROGGED OVER MANY OTHER PASSENGERS IN LINE BY DOING THIS.
Comment by john indorf — April 17, 2008 @ 9:06 am
Thank you Rick for the tips! And as frustrating as the situation is for the traveler, the agent really has no control over it. As a former airline employee who worked the ticket counter and the gates, please understand that it’s just as frustrating for us when things like this happens, and agents do their very best to re-accommodate to the best of their abilities and with what is available. The ticket counter agent and the gate agent did not make the decision to cancel the flights and are doing their best to re-accommodate their travelers. Agents hands are tied as to what all they can do based on station management, flight availability. I have been on both sides of the counter, as a traveler on cancelled flights and as an agent working cancellations. It sucks either way.
Keep in mind when calling the airlines reservation line, they do over book flights, so while they may say there is room, you may actually be on the list of confirmed stand-by status at the gate. Get an assigned seat # whenever possible. Then you know you have your seat on that flight. It’s a good rule of thumb anyway to always request a seat when making a reservation, because then if they do get in an oversold situation, you have a seat to give up for compensation if available. If all they have is a middle seat, take it! You might be able to switch that seat once you get to the gate.
It makes me sad to hear that the “airlines could careless about you”, because for me I cared deeply about getting everyone to their destination, their lost luggage and took pride in being able to help someone out of a bad situation they had no control over and turning it into a good situation. While the comment may be a broad generic statement, it still makes me sad. As agents we sometimes felt like our own airline didn’t care about putting us in those situations to have to deal with the disgruntled passenger who is clearly upset and rightfully so. All you can do is try to make a bad situation better, give as much information to the passenger, listen to the passenger, understand what they are going through and try to help them the best you can. Remember too that the agent doesn’t deal with just one passenger from the plane; they deal with all of them. Like Rick said a little courtesy and politeness on both sides of the counter goes a long way.
I totally enjoy your website Rick!
Comment by Claudia — April 17, 2008 @ 9:39 am
Some good ideas- but why not call your travel agent while you are standing in line - or their emergency line if it is after hours? That’s why some people still use an agent for the service they can provide before, during and after your trip. Why lug a ton of phone numbers etc., when one call can do it all and check it live while you are on the phone. We are still here to help!
Comment by Pat Adesso — April 17, 2008 @ 9:49 am
HOW? do you ever get to use your miles on trips to Europe? Last time I tried there was one econ. class seat available in 5 months hence. NO first or business class for the next millenium
Comment by edna johnson — April 17, 2008 @ 11:11 am
HOW? It is impossible to redeem miles for trips to Europe. I tried and was offered an econ class seat for 5 months hence and no first available for the next millenium.???
Comment by edna johnson — April 17, 2008 @ 11:14 am