|
|
|
Facts for Air Travelers from the Aviation Consumer
Protection Division
Coping With Flight Delays
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.
q 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.
q 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. 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.
q 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
q The
Department summarizes on-time performance information of the major
q 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.
q 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 expected.
q 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.
q 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.
q 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://airconsumer.ost.dot.gov.
q 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
Office of Aviation Enforcement and Proceedings
U.S. Department of Transportation
1200 New Jersey Ave, SE
Washington, DC 20590
http://airconsumer.ost.dot.gov
