Feb 3, 2019
In this episode big thank yous for your likes & support of our social media launch! We share a story from one of our followers about her cancelled JFK flight. We look at delays versus cancellations and diversions, and discuss the airline's obligations.
Listener Isabel lets us know about her story about her cancelled late-night flight at JFK with American Airlines (AA) along with her husband and toddler. The journey to the closest available hotel and time for her next flight was extremely difficult for her – particularly with a toddler. She made sure to follow-up in writing with American Airlines after her experience – with a supporting photo! American to their credit responded quite well.
We clarify the difference between delay and cancellation and what happens on the back end the moment an airline is notified – the race is on to find blocks of rooms. Sometimes it's a race against other airlines. You need to determine if it's worth it to take the airline's offer. Are your meal vouchers going to be accepted or do you have the time to use them to eat? Are you able to coordinate children or other travelers flying with you as well?
The moral of the story – make sure you follow up with the airline after a cancellation – but make sure you ride the fine line of reasonability. Will you be reimbursed for a room if the airline has already offered one? Be ready to take what you get, but if you have a special situation (e.g. young children) you need to bring it to the airline's attention.
Vinny shares a great delay story with a delayed package tour passenger at YEG.
We look at some other delays – including delayed WestJet (WS) passengers that were delivered to a hotel in CUN but were told that the hotel wasn't expecting them and requested payment up front. This highlights the relationship between the airline and the ground handler – these are two different things. Many airlines use a third-party ground handler. Does the ground handler have relationships with local hotels?
We review a diversion that happened at Goose Bay, Labrador (YYR) with United Airlines (UA), which then had a mechanical problem and was delayed for 17 hours. There are many things that happen after a plane is diverted – including ground handling, baggage, fuel issues and possibly customs. Will there be other mechanical issues or will the crew time out – preventing the plane from continuing on? Is the ground handler able to handle the logistics of putting people up and feeding them? There are numerous logistics to get a recovery aircraft to remote locations including replacement crew, plane types & flight planning. Vinny shares a diversion story with Sunwing Airlines (WG) when a CUN-YVR flight had to divert to DEN.
The European Union has a long-standing set of passenger rights & compensation. Canada has recently started a similar set of rights. There was case in January 2019 of a UK family who were asked to sit on the floor of their charter flight.
Don't expect magic with cancellations, delays and diversions, be as realistic as you can, but ensure that the airline is doing as much as they can with the situation.
Vinny shares a story about an American Airlines (AA) flight diverted from YYC to YEG where the crew was not able to continue, and the plane had to park due to a crew issue. What happens to the inside of the plane when that happens?
Diversions might also have passenger issues with customs which means that the flight can't be handled or won't be handled.
If you have a irregular operations story, question or experience that you would like to share, please email us at stories(at)seat1a.org or find us on Facebook, Twitter, Instagram and Patreon. Show notes are available online at http://podcast.seat1a.org/