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Material is courtesy of the Department of Transportation
We have all felt that we have been screwed by the airlines
before Sometimes there actually isn't anything they can do
for you. Here is a little info that will help you the next
time you are screaming at the poor lady behind the check-in
counter.
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Most airline trips are uneventful; however, airlines don't guarantee
their schedules, and you should realize this when planning your
trip. There are many things that can make it impossible for flights
to arrive on time. Some of these problems, such as bad weather
and resulting air traffic delays, are beyond the airlines’
control. Others, such as the need for mechanical repairs, cannot
be predicted. Nevertheless, you can take steps to reduce your
chances of encountering most problems and limit their effects.
When booking your flight, remember that a departure early in the
day is less likely to be delayed than a later flight, due in part
to the ripple effects of delays throughout the day. Also, if an
early flight does get delayed or canceled, you may have more rerouting
options. If you book the last flight of the day and it is canceled,
you could get stuck overnight.
In general, you are least likely to be delayed on nonstop flights.
A connection (change of planes) always involves the possibility
of a misconnection. On a direct flight (intermediate stop, no change
of planes), the second leg could be delayed or canceled. If you
choose a flight with a stop or connection, try to select one stopping
at the least-congested enroute airport in order to reduce the risk
of delay or misconnection. You may wish to take into consideration
the seasonal variations in weather if you have a choice of
connecting cities. For example, airports in the south might have
fewer winter snowstorms but more spring and summer thunderstorms.
If you are making a reservation close to your departure date, the
FAA web site http://www.fly.faa.gov
can provide timely information on air traffic and weather-related
delays on a real-time basis. When booking a connection, always
check the amount of time between flights. Ask yourself what will
happen if the first flight is delayed; if you don't like the answer,
pick another flight or ask the agent to construct a connection that
allows more time.
Certain airports are more congested than others are. Also, flights
during peak travel times of the day (e.g., 4:00-6:00 p.m.) are more
susceptible to delay. Examine flights to all airports that serve
your destination city. Ask about the on-time performance of each
flight you are considering. The Department requires the major U.S.
airlines to make this information available upon request if you
make a reservation through the carrier. These airlines also make
the same information available through their Computer Reservations
Systems to consumers booking through travel agents.
The Department summarizes on-time performance information of the
major U.S. airlines in its monthly Air Travel Consumer Report (http://www.dot.gov/airconsumer).
Much more detailed flight delay information is also available on
the web site of the Department’s Bureau of Transportation Statistics
at http://www.bts.gov/oai.
Call the airline well ahead of your departure time to check on
your flight’s status. If there is a problem, try to rebook
over the telephone. While airlines often try to call to notify you
of schedule changes, it may not be possible to do so if the airline
becomes aware of the delay only shortly before the flight.
It is wise to check. Also, make sure your airline’s record
of your reservation contains a telephone number where you can be
reached, or you will lose any opportunity of being called about
a delay or flight change.
If your flight is delayed, try to find out how late it will be
so that you can evaluate your options. But keep in mind that it
is sometimes difficult for airlines to estimate the total duration
of a delay during its early stages. In so-called creeping delays,
unanticipated developments may occur. Weather that had been forecast
to improve can instead deteriorate, or a mechanical problem can
turn out to be more complex than initially determined expected.
If the problem is with local weather or air traffic control, all
flights will probably be late and there is not much you or the airline
can do to speed up your departure. If there is a mechanical problem
with the plane for your particular flight or if the crew is delayed
on an incoming flight, you might be better off trying to arrange
another flight, as long as you do not have to pay a penalty or higher
fare for changing your reservations. (It is sometimes easier to
make such arrangements from a pay phone or cell phone than at a
ticket counter.) If you find a flight on another airline, ask the
first airline to endorse your ticket to the new carrier, which could
save you a fare increase. Remember, however, that there is no rule
requiring an airline to do this. If you are using an electronic
ticket, you will probably have to get paper documentation issued
before it can be endorsed to another carrier.
If your flight is canceled, most airlines will rebook you on their
next flight to your destination on which space is available,
at no additional charge. If this involves a significant delay, find
out if another carrier has seats and ask the first airline
to endorse your ticket to that carrier. Finding extra seats may
be difficult, however, especially over holidays and other peak travel
times. You may also demand a refund for a canceled flight.
Each airline has its own policies about what it will do for delayed
passengers waiting at the airport. There are no federal requirements
regarding these amenities or services. If you are delayed, ask the
airline staff if they will pay for meals or phone calls. Some do
not provide any amenities to stranded passengers. Others may not
offer amenities if bad weather or something else beyond the airline’s
control causes the delay. Before you book your flight, you may wish
to check the web sites of the larger carriers for their voluntary
Customer Service Plans, which list the amenities that those airlines
will provide to passengers. Links to those web sites appear
on the web site of the Department’s Aviation Consumer Protection
Division at http://www.dot.gov/airconsumer.
Contrary to the belief of some, airlines are not required to compensate
passengers for damages when flights are delayed or canceled. Compensation
is required by law only when you are bumped from a flight that is
oversold. Airlines almost always refuse to pay passengers for financial
losses resulting from a delayed flight. If the purpose of your trip
is to close a potentially lucrative business deal, to give a speech
or lecture, to attend a family function, or to be present at any
time-sensitive event, you might want to allow a little extra time
and take an earlier flight. In other words, airline delays and cancellations
are not unusual, and defensive planning is a good idea when time
is your most important consideration.
Aviation Consumer Protection Division
U.S. Department of Transportation
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