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keiserrgx

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What's Happening Now

June 3, 2010 6:41 pm

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 »

…to do all in their power to get you on your way in the most expedient way possible AND to CARE. Delays and cancellations cannot always be helped and are part of everyday business for airlines but when a consumer misses an entire day of a vacation and/or planned time with family that cannot be given back!! This is more than money. Twice my flights wer delayed by several hours because after boarding it was discovered a lavatory was not in working order (could the airline maybe check the lavatories BEFORE boarding the plane?). Sorry if I got a little off track–I get passionate about not being treated well–especially when airline travel is expensive for most passengers. « less
June 3, 2010 7:48 pm

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?

July 19, 2010 10:51 pm

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 »

…and was told they could do for me what the kiosk was “not smart enough to be able to do” (airline’s words) but they would have to charge me for doing it on the phone, or I could go to the gate and have it done for no charge. Problem was, my gate and most other gates had no airline agents at them. I have had this experience a number of times before over the last several years. The communication was terrible and the only was to change my fully refundable, fully changeable ticket was to pay the airline. « less

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