My first recommend is to always book your flights with a reputable travel agency or directly with the airline. Please remember, that the online booking sites are not all equal in the eyes of the airlines. When you book with some of them, you are not necessarily the customer of the airline. Not being the customer of the airline can present many challenges when it comes to delays or cancellations.
If you have not already, I highly recommended downloading the apps for your preferred air carriers. If you don’t have a preferred air carrier, once we have vacation flights booked, download the app for that carrier. You can check flight status via the app and many of the airline apps allow you to sign up for text message alerts for your flights. If you aren’t an “app” kind of person, you should visit the airline website; check your reservation via the record locator number and sign up for text alerts about that reservation. Having the app on your phone, or receiving text alerts, make it easier to monitor your flight status for changes, delays, or cancellations. Of course if you have booked through me, I’m happy to assist you with any of these steps! I also monitor flights as best I can for you while you travel.
If the flight is cancelled prior to your day of departure, most airlines will automatically rebook you on another flight if they have control your reservation. An important note here – if you have not booked with a travel agent or directly with the airline, the automatic rebooking may not occur instantly. If you booked with one of the big online booking sites, you are their customer, and not necessarily the direct customer of the airline. The airline may refer you back to the company where you booked your flight so they can assist you. (This can be a real challenge if you are out of the country and your online site of choice only has internet support or no international phone number to call.)
If the flight is cancelled the day of departure and / or you are already at the airport, most airlines will immediately begin the rebooking process. Some of the airlines have automated systems that rebook you, others it is a manual one by one done by the agents at the ticketing counter or gate. Many of the airline apps will allow you to rebook within the app. This will save you from having to stand in line at the airport ticket counter, or spend time on hold. If the cancel occurs prior to you checking in for your flight and you have booked with me, I am always happy to work with you to reschedule your flight. If you are already checked in for your flight or at the airport, working directly with the airline is often the most streamlined process. If the airline is unable to assist, and you have booked with me, you should definitely call the 24 hour customer care number provided in your travel documents. Again, if you booked with one of the online booking sites, getting help directly from the airline can be a challenge. Please remember, it is not that they do not want to help you, but their first priority is their customer – those that book through travel agents and directly with the airline.
If you are at the airport and your flight is delayed, always stay close to the gate area so you can hear announcements. At many airports, the flight schedule monitors are not actually updated by the airline, but by airport operations so the screens aren’t always updated as quickly as the changes occur. If you have text alerts set up on your phone, these will be helpful as well. If your delay is that of more than a few hours, the airline may be willing to provide a meal voucher for you.
If your delay turns in to a cancellation that requires an overnight stay at the airport, you do have options. Depending on why the flight was cancelled, the airline may provide a hotel option for you.
If it is not a complimentary option (that is correct, it is not always a “free” hotel night), make sure to ask if they are offering a distressed traveler rate. Most of the times they have negotiated distressed traveler rates with the airport area hotels. Also inquire about meal vouchers, and toiletry kits. In most cases, the airlines will not be able to provide you with your checked luggage in the event of an overnight situation. This is one reason I always carry on a few toiletries and a change of clothes. If I have them I don’t need them, it’s when I don’t throw them in that it comes back to haunt me!
Yes, delays and cancellations are painful for all involved, including the airport staff. Please remember, they are no happier about the delays or cancellations than you are. You may be traveling for an important event, or simply trying to get home after a long trip, whatever the reason for your travel, and whatever the reason for your delay, please do not take it out on the airline staff (or your travel agent!).
Happy travels.
Kelley