Profile: keiserrgx
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I have found I am adequately notified before I leave home if a flight is known to be delayed/canceled that far in advance. I check the flight status on the airline website just prior to leaving home–additionally my airline sends me a text and an email for delays. My concern is the flights that get delayed or cancelled later such as after you have arrived at the airport. In these cases notification should be immediate–and every effort to get you on your way should be made–whether it is 30 minute updates for a delay–or getting you on another flight if is a cancellation. If you need to rebook due to no fault of your own–the flight is canceled, etc. there should be no or very minimal fees to rebook you for another flight. My experience has been the airlines need… more »
Thanks for your thoughts Keiserrgx.
One question DOT asks is what method carriers should use for their updates. Since it seems you fly often, how would you like to receive information updates? Do you think all carriers should use a single method?
What do others think? Are Keiserrgx’s problems faced by others?
I would agree with the 3 points in this post cited as the main flight status communication issues: (1) There is a major disconnect in information between gate agents and reservation agents; (2) There is no prompt communication between the airline and the passenger; and (3) There is no way to guarantee re-booking or re-routing, without penalty, without going to the airport and waiting in long lines. I had a long delay in May at O’Hare, spent several hours waiting in 5 different lines – 2 of those lines were to use the automated kiosks at the “Customer Service Center” that had exactly zero personnel of the airline there to help (and 4 of the 7 kiosks were not working). When the kiosk said it couldn’t change my flight, I used the attached phone to call the airline,… more »
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Hello and thank you for the opportunity to provide input on air travel procedures. As someone that once logged 100+ flights per year for many years, I have experienced both the best and the worst of what air travel can provide.
I would like to offer some insights that hopefully will expand the scope of the regulation you are considering vis-à-vis airline-passenger communication. From a passenger perspective, I believe there are actually three deficiencies that drive the current communication problem, and resulting shortcomings in the system: (1) There is a major disconnect in information between gate agents and reservation agents; (2) There is no prompt communication between the airline and the passenger (as you correctly note here); and (3) There is no way to guarantee re-booking or re-routing,… more »
This winter, I had a vacation booked to Colorado to ski. On the day of travel there was heavy snow in New York City. To me it was obvious that my flight would be canceled. However, despite repeated calls to the airline, I was assured that the flight was showing to depart on-time (Problems 1 and 2). However, knowing that if the flight did leave, even if that were 5 hours later, I would face a steep re-booking expense (change fee plus fare difference!), I went to the airport regardless (Problem 3). Upon arrival at the airport, and after checking my skis curbside, my fears were of course confirmed, the flight had been canceled, and there were long lines at all of the agent counters and the gates. I then waited in line for an hour, re-booked, waited another hour to collect my bag, and returned home. The monetary expense for me was $150 in cab rides and tips, and 5 hours in time, and one day of lost skiing. None of which was claimable/reimbursable.
So, I would like to suggest oversight/regulation of the following: (1) Airlines should be required to invest in systems that streamline information so that information among their reservations agents is as current as it is at the gate; (2) In addition to notifying passengers about their flight promptly (30 minutes sounds reasonable), there should be earlier, and more frequent communication about overall “Airport Health” on the day of travel. For example, just letting a passenger know about his/her flight in advance does not necessarily help at all. If that communication comes less than 90 minutes before departure, it is outside of the window in which a passenger can react: he/she is already on the way to the airport. However, if an earlier communication were: “Due to heavy snow, all flights this morning have been departing 1-2 hours behind schedule. Please prepare for delays/possibility of cancellation. We will provide another status update in one hour.” This is a communication that a passenger can thoughtfully incorporate into his/her planning. Finally, (3) Rules should be developed defining the conditions under which a passenger can rebook without charge. Perhaps if the flight is going to be delayed more than 3 hours, it is better for the passenger and the airline to let a passenger rebook. Sometimes the flight is overbooked anyway.
I believe further consideration of the above collectively would result in a far better passenger experience, and more efficient airline management. Thank you for considering my input. RK « less