Bad weather. Computer glitches. Understaffing. Oversold flights. Inflation. Holiday Crunches. It’s been hard work for many air travelers for much of 2022.
And it looks like the year will end as rough as it started with a winter “bomb cyclone” that can make traveling the week before Christmas Day a cold and confusing business. What if you’re one of the unfortunate passengers caught in these events?
Here’s some advice to help travelers navigate the system when flights are delayed or canceled, whether due to staff shortages, weather, or other issues. Actionable tips are highlighted in bold:
Avoid getting stuck at the airport
As bad as it is to learn that your flight has been delayed for a long time, or worse, cancelled, it’s better to know from the comfort of home or a hotel room and make new arrangements from there.
🇧🇷Check your flight status before heading to the airport🇧🇷 Most of these notifications aren’t happening at the last minute,” said Scott Keyes, founder of Scott’s Cheap Flights. “Save the trip to the airport.”
SEE ALSO: Airlines issue travel waivers ahead of massive winter weather ‘bomb cyclone’
Keyes told CNN Travel in an interview that you should sign up for free airline text alerts about the status of flights when you buy your ticket. You must also download your carrier’s app.
You can also put your airline and flight number directly into a Google search bar to retrieve status that way. This is also helpful for friends or family who are standing by to pick you up.
Keyes also suggested checking the FlightAware website to track larger flight trends across the country.
If you are already at the airport
Sometimes delays and cancellations happen after you arrive at the airport. Once the bad news has been delivered, what should you do?
Keyes said to go as fast as you can to the airline agents desk — and get ready to multitask while queuing.
Fast is a keyword here. “It’s going to make a difference who comes first. It’s first come, first serve. Positioning yourself close to the table can pay off,” Keyes said.
so you might want call your carrier while you wait🇧🇷 Depending on your place in the queue, it may be faster to contact a call center🇧🇷 “Whatever comes first, great,” he said.
Calls to US domestic numbers can have very long waits. Keyes suggested try your carrier’s international call center🇧🇷
“Most US-based travelers aren’t thinking of calling Delta’s Canadian helpline. You can speak to an agent much faster. They can all handle your reservations the same way.”
You can also use a self-service kiosk, says American Airlines. “Take a look at your boarding pass or enter the log finder to see your up-to-date travel details. From there, you can also change flights and print your new boarding passes.”
Attitude and research question
Whether you’re dealing with an agent in person or over the phone, the way you approach things can make a big difference. It starts with attitude.
“Honey attracts more flies than vinegar,” Keyes said. “Look at this from the point of view of airline agents. They’ve been dealing with irate customers since the start of the pandemic. The agent is best able to help you.
🇧🇷Ask politely and kindly it’s much more likely to get what you want than to be a jerk about it.”
He offered another tip when it’s your turn to talk to an agent about making new arrangements: “Come prepared to offer your own options now.🇧🇷 Doing your own research is absolutely helpful.”
Your agent can speed things up if you’ve already researched new routes and possible suggestions while you wait. Be ready to explain what you want🇧🇷
If you booked through Expedia or another third-party site, you’ll have to deal with them when there’s a cancellation.
If the price is the same, Keyes suggested that you book directly with the airline🇧🇷 In case something goes wrong, “it gets a lot more complicated with multiple sets of policies” when you’ve booked through a third party.
US PIRG, a consumer advocacy group, suggests that you avoid layovers when booking if possible🇧🇷 The more times you stop, the more chances of something going wrong.
The group also supports Keyes’ advice to be kind and polite to agents but also says that consumers should be persistent in trying to resolve the situation satisfactorily🇧🇷
Help from other airlines
Cooperation between airlines can work in your favor.
“When flights are cancelled, many airlines have the option to put you on another carrier’s flight because they have interline deals,” Lousson Smith, product operations specialist for Scott’s Cheap Flights, told CNN Travel in June 2022.
“That means, for example, if Delta is having service interruptions, but American is operating a flight to your destination, you can hop on that flight.”
“If you choose not to be accommodated on a later flight and book a new ticket out of your own pocket, you will be entitled to a cash refund, although that may not help you get where you need to go,” Smith said. “As we all know, last minute flights are very expensive.”
trapped by the night
What do you do if it looks like you won’t be able to fly until the next day and you’re not in your hometown?
🇧🇷Ask the airline to put you in a hotel or give you a hotel voucher🇧🇷 They can do it; they might not. It’s not required by law,” Keyes said.
They’re less likely to do so if it’s weather-related, he said, than if the problem is mechanical with the plane or personnel issues.
What you can get depends on the airline itself and the specific circumstances of why a flight was cancelled.
Know the policies🇧🇷 For example, Delta Air Lines says it will provide a hotel voucher in some circumstances if travel is interrupted more than four hours after the scheduled departure time when the delay is between 10 pm and 6 am.
Whatever you do, at least ask, Keyes said. A voucher for hotels and even ground transportation and meals is unlikely to be offered only.
In some cases, airlines will offer accommodations, Smith said, but that’s a case-by-case matter and never guaranteed.
Also, your credit card can be your friend in this situation.
“The good news is that many credit cards offer travel protections as a refund if a flight cancellation forces you to get a hotel, meals, etc.” Smith said. “These travel protections are usually included automatically as long as you use the card to pay for your flight. Google your credit card plus travel protections to see what specific offers your card offers.”
If your flight is delayed instead of canceled entirely, you might want to consider whether to wait at the airport🇧🇷 Depending on your personal circumstances, hunkering down there for five or six hours might be easier than getting to and from a hotel. Furthermore, Keyes said, check if there is a hotel inside the airport🇧🇷
The Points Guy advises trying to get into the airport lounge if possible, where you can recharge your phone and rest more easily.
Travel insurance and receipts
Consider buying travel insurancereports Airport Parking Reservations in an email to CNN Travel.
He said “Most travel insurance policies provide additional coverage for travel uncertainties. Additional [coverage] generally becomes applicable if your flight is delayed for more than 12 hours due to a strike, bad weather or mechanical failure.”
The website also informs you that you retain all receipts for purchases at the airport🇧🇷 You can try to get the money back from the airline later.
But keep it to the basics. “Airlines only pay for ‘reasonable’ expenses, so you’re unlikely to get cash back for purchases like alcohol, expensive meals or fancy hotels.”
Reimbursement rights for your flight
The US Department of Transportation says you are entitled to a refund of the ticket cost due to a cancellation or “significant delay” and you choose not to travel.
This is the policy regardless of why the airline cancels or delays the flight. However, what constitutes a “significant delay” remains open to interpretation.
According to the DOT website, “It has not specifically defined what constitutes a ‘significant delay.’ Whether you are entitled to a refund depends on many factors – including the length of the delay, the length of the flight and your particular circumstances. The DOT determines whether you are entitled to a refund after a material delay on a case-by-case basis. case basis”.
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