NOW LEADING INTO THE MORNING. >> ONE OF THOSE FRUSTRATIONS IS THAT IT APPEARS THE BOARD IS NOT UPDATED. ONE WOMAN WAS TELLING ME HER 5:00 A.M. FLIGHT TO PHOENIX WAS CANCELED BEFORE SHE GOT TO THE AIR ART. ON THE BOARD IN FRONT OF ME, IT STILL SAYS IT IS ON TIME. IT SEEMS THERE IS A REASON FOR ALL OF THIS SOUTHWEST CHAOS. TRAVEL EXPERTS SAY THERE IS A SYSTEMS FAILURE ACROSS THE AIRLINE, LEADING TO CANCELLED FLIGHTS AND DELAYS. AT LOGAN, SOME PASSENGERS HAVE BEEN TOLD FLIGHTS AREN’T AVAILABLE UNTIL THE WEEKEND. AND FOR ONE FAMILY, HEADING FROM PHOENIX TO BOSTON FOR THE WINTER CLASSIC AFTER A SERIES OF DELAYS, FLYING WAS NO LONGER AN OPTION. >> WE WOULD NOT BE THERE TO THIS DAY WITH THEM SAYING STANDBY, STANDBY. THEY WOULD HAVE LET US STAY THERE. WE GOT OUT, GOT A TRUCK WITH ENTERPRISE. >> THE FAMILY HOPPED INTO A TRUCK AND ARE MAKING THE DRIVE FROM PHOENIX TO BOSTON. THEY’RE HOPING TO GET HERE BY WEDNESDAY. NOW, THE U.S. DEPARTMENT OF TRANSPORTATION SAYS IT’S LOOKING INTO SOUTHWEST, CALLING THE SITUATION UNACCEPTABLE. PEOPLE IN BUFFALO, NEW YORK ARE -- RIGHT NOW, WE CAN SEE THE LONG LINE OF PEOPLE HOPING TO REBUT THEIR FLIGHTS ON SOUTHWEST. SOME PEOPLE DON’T HAVE A GAME PLAN. ONE WOMAN TOLD ME IF SHE CANNOT REBUT WITH THE DESK AGENT, SHE IS CANCELING HER FLIGHT ALTOGETHER AND REBOOKING WITH ANOTHER AIRLI
Flight canceled? Experts share some advice about what to do
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Updated: 8:55 AM CST Dec 27, 2022
Thousands of travelers were stranded at airports or stuck on hold trying to rebook flights this week as a massive storm snarled travel in the U.S. and Canada.More than 2,800 more flights had already been canceled in the U.S. as of 7 a.m. Tuesday, according to the flight tracking service FlightAware, and problems are likely to continue at least into Wednesday.Staying calm and knowing your rights can go a long way if your flight is canceled, experts say. Here’s some of their advice for dealing with a flight cancellation:My flight was canceled. What next?If you still want to get to your destination, most airlines will rebook you for free on the next available flight as long as it has seats, according to the U.S. Department of Transportation.If you want to cancel the trip, you are entitled to a full refund, even if you bought non-refundable tickets. You’re also entitled to a refund of any bag fees, seat upgrades or other extras.Kurt Ebenhoch, a consumer travel advocate and former airline executive, stressed that travelers are eligible for a refund, not just vouchers for future travel. If you do take a voucher, make sure you inquire about blackout dates and other restrictions on its use.Will I have to pay a change fee if I rebook my flights?Major airlines, including Delta, American, Southwest, Air Canada, Alaska, Frontier and Spirit, are waiving change fees during the storm, which gives travelers more flexibility as they shift their plans. But Ebenhoch said travelers should read the fine print carefully. If you book a return flight outside the window that the airline sets, you may have to pay for the difference in fares, for example.Can I ask to be booked on another airline's flight?Yes. Airlines aren’t required to put you on another airline’s flight, but they can, and sometimes do, according to the DOT. Jeff Klee, CEO of CheapAir.com, recommends researching alternate flights while you’re waiting to talk to an agent. Agents are typically under a lot of pressure when a flight is canceled, so giving them some options helps.Ebenhoch also suggests looking for alternative airports that are close to your original destination.Iis the airline required to give me a hotel room, or other compensation?No. Each airline has its own policies about providing for customers whose flights are canceled, according to the DOT. But many airlines do offer accommodations, so you should check with their staff.I'm facing a long wait to rebook. What should I do?If someone in your traveling party is at a higher level in a frequent flier program, use the number reserved for that level to call the airline, Ebenhoch said. You can also try calling an international help desk for the airline, since those agents have the ability to make changes.How can I avoid this in the future?Ebenhoch said nonstop flights and morning flights are generally the most reliable if you can book them. If you’re worried about making it to the airport in time for a morning flight, he said, consider staying at a hotel connected to the airport the night before. And consider flying outside of busy dates; this year, the U.S. Transportation Safety Administration is expecting big crowds on Dec. 30, for example.Klee recommends comparing airlines’ policies on the DOT's service dashboard: https://www.transportation.gov/airconsumer/airline-customer-service-dashboard. He also suggests reserving multiple flights and then canceling the ones you don’t use, as long as the airline will refund your money or convert it into a credit for a future flight.
Thousands of travelers were stranded at airports or stuck on hold trying to rebook flights this week as a massive storm snarled travel in the U.S. and Canada.
More than 2,800 more flights had already been canceled in the U.S. as of 7 a.m. Tuesday, according to the flight tracking service FlightAware, and problems are likely to continue at least into Wednesday.
Staying calm and knowing your rights can go a long way if your flight is canceled, experts say. Here’s some of their advice for dealing with a flight cancellation:
My flight was canceled. What next?
If you still want to get to your destination, most airlines will rebook you for free on the next available flight as long as it has seats, according to the U.S. Department of Transportation.
If you want to cancel the trip, you are entitled to a full refund, even if you bought non-refundable tickets. You’re also entitled to a refund of any bag fees, seat upgrades or other extras.
Kurt Ebenhoch, a consumer travel advocate and former airline executive, stressed that travelers are eligible for a refund, not just vouchers for future travel. If you do take a voucher, make sure you inquire about blackout dates and other restrictions on its use.
Will I have to pay a change fee if I rebook my flights?
Major airlines, including Delta, American, Southwest, Air Canada, Alaska, Frontier and Spirit, are waiving change fees during the storm, which gives travelers more flexibility as they shift their plans. But Ebenhoch said travelers should read the fine print carefully. If you book a return flight outside the window that the airline sets, you may have to pay for the difference in fares, for example.
Can I ask to be booked on another airline's flight?
Yes. Airlines aren’t required to put you on another airline’s flight, but they can, and sometimes do, according to the DOT. Jeff Klee, CEO of CheapAir.com, recommends researching alternate flights while you’re waiting to talk to an agent. Agents are typically under a lot of pressure when a flight is canceled, so giving them some options helps.
Ebenhoch also suggests looking for alternative airports that are close to your original destination.
Iis the airline required to give me a hotel room, or other compensation?
No. Each airline has its own policies about providing for customers whose flights are canceled, according to the DOT. But many airlines do offer accommodations, so you should check with their staff.
I'm facing a long wait to rebook. What should I do?
If someone in your traveling party is at a higher level in a frequent flier program, use the number reserved for that level to call the airline, Ebenhoch said. You can also try calling an international help desk for the airline, since those agents have the ability to make changes.
How can I avoid this in the future?
Ebenhoch said nonstop flights and morning flights are generally the most reliable if you can book them. If you’re worried about making it to the airport in time for a morning flight, he said, consider staying at a hotel connected to the airport the night before. And consider flying outside of busy dates; this year, the U.S. Transportation Safety Administration is expecting big crowds on Dec. 30, for example.
Klee recommends comparing airlines’ policies on the DOT's service dashboard: https://www.transportation.gov/airconsumer/airline-customer-service-dashboard. He also suggests reserving multiple flights and then canceling the ones you don’t use, as long as the airline will refund your money or convert it into a credit for a future flight.
