Comments on: How to Deal with Weather Delays http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/ Thu, 09 Feb 2012 19:05:17 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Dr. Q http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-33488 Dr. Q Sun, 23 Mar 2008 21:49:44 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-33488 The best advice I could give to anyone is to adopt the CF into your family. He has saved my rear end (and everyone else in my family) from potential travel disasters like these on numerous occasions. Thanks again! And Paula, I want to assure you that the CF maintained an adequate level of crankiness throughout the entire episode (doing my best to maintain your image here man). The best advice I could give to anyone is to adopt the CF into your family. He has saved my rear end (and everyone else in my family) from potential travel disasters like these on numerous occasions. Thanks again!

And Paula, I want to assure you that the CF maintained an adequate level of crankiness throughout the entire episode (doing my best to maintain your image here man).

]]> By: CS http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-33113 CS Sat, 22 Mar 2008 17:49:44 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-33113 Oh yeah, couldn't agree with ptahcha more. Approach the situation with the attitude of 'how can we figure this out together' not 'how could you horrible piece of sh*t airline let this happen to me' and magic happens. Reminds me of the time husband, my mom, and I were flying CDG->LHR->SFO, and on the first leg, BMI accidentally checked both of the gate-checked strollers all the way to SFO rather than returning them to us at LHR. This was more annoying than usual as the LHR-SFO was delayed 6 hours (on top of the 3 hour layover) so strollers were more necessary than usual for kiddos to nap in etc. We could have managed without ours if we had to since our daughter was young and we had three adults and one child, but the other stroller belonged to a mom traveling alone with her 3 year old and her 1 year old, and she was pretty screwed without it. We both visited the United desk; she was pissed and demanded that they get her stroller right now and how could they do this to her etc. Customer service agent was polite in response to her meltdown (blaming him for something that had been done by another airline, no less) but said that there was nothing he could do since the strollers had already entered customs and couldn't get back in our possession. She storms off, furious. I was behind her, same problem, and after about 45 minutes (lucky it was early morning and the counter was dead!) agent and I had worked through the problem, we met the strollers at the security checkpoint where they were screened before being delivered to us, and we all had two meals per person of meal vouchers. And I'm certainly on paragon of negotiation or human interaction or anything (far from it, just ask my husband!) but what made the difference was that I was nice about it, and that I listened to what he said and asked a lot of questions about how procedures worked instead of arguing with him about why things worked that way or how he better fix it now. He genuinely did not think there was any way to get them back, but after brainstorming about various rules and policies we finally arrived at perhaps using some rules about medication access to luggage and etc. etc. It required approval from someone and an available global services rep to do the stroller transport, but the agent was willing to pick up the phone and try, and it ended up working out. Ultimately, no matter how badly you've been screwed, how pissed you are, or how surly and rude the agent is, approach them as if they are trying to help you and do what you can to help them accomplish that task. Oh yeah, couldn’t agree with ptahcha more. Approach the situation with the attitude of ‘how can we figure this out together’ not ‘how could you horrible piece of sh*t airline let this happen to me’ and magic happens. Reminds me of the time husband, my mom, and I were flying CDG->LHR->SFO, and on the first leg, BMI accidentally checked both of the gate-checked strollers all the way to SFO rather than returning them to us at LHR. This was more annoying than usual as the LHR-SFO was delayed 6 hours (on top of the 3 hour layover) so strollers were more necessary than usual for kiddos to nap in etc. We could have managed without ours if we had to since our daughter was young and we had three adults and one child, but the other stroller belonged to a mom traveling alone with her 3 year old and her 1 year old, and she was pretty screwed without it. We both visited the United desk; she was pissed and demanded that they get her stroller right now and how could they do this to her etc. Customer service agent was polite in response to her meltdown (blaming him for something that had been done by another airline, no less) but said that there was nothing he could do since the strollers had already entered customs and couldn’t get back in our possession. She storms off, furious. I was behind her, same problem, and after about 45 minutes (lucky it was early morning and the counter was dead!) agent and I had worked through the problem, we met the strollers at the security checkpoint where they were screened before being delivered to us, and we all had two meals per person of meal vouchers. And I’m certainly on paragon of negotiation or human interaction or anything (far from it, just ask my husband!) but what made the difference was that I was nice about it, and that I listened to what he said and asked a lot of questions about how procedures worked instead of arguing with him about why things worked that way or how he better fix it now. He genuinely did not think there was any way to get them back, but after brainstorming about various rules and policies we finally arrived at perhaps using some rules about medication access to luggage and etc. etc. It required approval from someone and an available global services rep to do the stroller transport, but the agent was willing to pick up the phone and try, and it ended up working out.

Ultimately, no matter how badly you’ve been screwed, how pissed you are, or how surly and rude the agent is, approach them as if they are trying to help you and do what you can to help them accomplish that task.

]]> By: Paula Berg - Southwest Airlines http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-32920 Paula Berg - Southwest Airlines Fri, 21 Mar 2008 21:16:41 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-32920 You're awfully nice for someone named cranky (wink). You’re awfully nice for someone named cranky (wink).

]]> By: CF http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-32889 CF Fri, 21 Mar 2008 18:06:45 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-32889 Great points, ptahcha. I especially like #4. Just put yourself in the agent's shoes. There has likely been a parade of people angry and demanding. Dealing with that over and over is draining. I've even offered to buy the agent a bottle of water or a sandwich since breaks often don't happen when things go downhill like this. You'd be amazed at how much a little kindness can do for you. Great points, ptahcha. I especially like #4. Just put yourself in the agent’s shoes. There has likely been a parade of people angry and demanding. Dealing with that over and over is draining.

I’ve even offered to buy the agent a bottle of water or a sandwich since breaks often don’t happen when things go downhill like this. You’d be amazed at how much a little kindness can do for you.

]]> By: ptahcha http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-32887 ptahcha Fri, 21 Mar 2008 17:46:19 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-32887 This is a great piece. More advice: 1) One key factor of success is help the agent to help you. Brett did exactly that by doing the research that an agent might have otherwise done. Also, the agent may not think of unorthodox ways of getting there (e.g., Austin is not a typical connecting point for Southwest). 2) Instead of waiting in line, often you'll get help sooner by calling the airline's reservation center. They can do some of the research and check of availability. Then, they can either make the changes over the phone, or enter remarks in the passenger record and the airport agent can take over from there. Again, help the agent to help you. 3) This doesn't work for southwest since they don't interline with anyone else, but airlines often would endorse their ticket over to another airline if you ask nicely. 4) Be calm - being irrational and angry doesn't help the situation, certain doesn't buy any brownie points for the agent who's trying to help you. This is a great piece. More advice:

1) One key factor of success is help the agent to help you. Brett did exactly that by doing the research that an agent might have otherwise done. Also, the agent may not think of unorthodox ways of getting there (e.g., Austin is not a typical connecting point for Southwest).

2) Instead of waiting in line, often you’ll get help sooner by calling the airline’s reservation center. They can do some of the research and check of availability. Then, they can either make the changes over the phone, or enter remarks in the passenger record and the airport agent can take over from there. Again, help the agent to help you.

3) This doesn’t work for southwest since they don’t interline with anyone else, but airlines often would endorse their ticket over to another airline if you ask nicely.

4) Be calm – being irrational and angry doesn’t help the situation, certain doesn’t buy any brownie points for the agent who’s trying to help you.

]]> By: Nicholas Barnard http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-32869 Nicholas Barnard Fri, 21 Mar 2008 15:46:41 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-32869 Oh, good entry as well! Its quite personable, practical, and well written. Oh, good entry as well! Its quite personable, practical, and well written.

]]> By: Nicholas Barnard http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-32868 Nicholas Barnard Fri, 21 Mar 2008 15:45:25 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-32868 I wonder if there is call for a web based or PDA based tool to calculate these things. I'm pretty good at putting together connections, but I wonder if the average business traveler would try as hard as you did? I wonder if there is call for a web based or PDA based tool to calculate these things. I’m pretty good at putting together connections, but I wonder if the average business traveler would try as hard as you did?

]]> By: Matthew Gulino http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/comment-page-1/#comment-32865 Matthew Gulino Fri, 21 Mar 2008 15:39:59 +0000 http://crankyflier.com/2008/03/21/how-to-deal-with-weather-delays/#comment-32865 Perhaps most importantly...work with a partner! It is always much easier during Irregular Ops to reach your destination if you have someone else to help you search the routes. Especially during Irregular Ops when many legacy carriers will be willing to re-book you on a different airline, you'll need someone to help you sort through the hundreds of options available at a large hub. Keep in mind, that in times like this the Wi-Fi access points will be jammed with hundreds of other travelers like yourself who are trying to research their options. It helps to have a buddy at home with a reliably fast connection speed. In times like these, every second matters. In fact, your time might be better spent in line for a customer service agent while your friend does the foot work over the internet. That way, when you get to the agent, you can tell them exactly what you want to do. Chances are, they will be very grateful you've already done your homework and do their best to help you. Of course, all this depends on reliably communication equipment. So whenever you are headed into an airport under irregular operations, make sure you have your phone and laptop chargers handy. Also, scout out the publicly available power outlets early. Good luck! Matthew Gulino is an infrequent traveler who wishes otherwise. He currently resides in Boston, MA. Perhaps most importantly…work with a partner!

It is always much easier during Irregular Ops to reach your destination if you have someone else to help you search the routes. Especially during Irregular Ops when many legacy carriers will be willing to re-book you on a different airline, you’ll need someone to help you sort through the hundreds of options available at a large hub.

Keep in mind, that in times like this the Wi-Fi access points will be jammed with hundreds of other travelers like yourself who are trying to research their options. It helps to have a buddy at home with a reliably fast connection speed. In times like these, every second matters.

In fact, your time might be better spent in line for a customer service agent while your friend does the foot work over the internet. That way, when you get to the agent, you can tell them exactly what you want to do. Chances are, they will be very grateful you’ve already done your homework and do their best to help you.

Of course, all this depends on reliably communication equipment. So whenever you are headed into an airport under irregular operations, make sure you have your phone and laptop chargers handy. Also, scout out the publicly available power outlets early.

Good luck!

Matthew Gulino is an infrequent traveler who wishes otherwise. He currently resides in Boston, MA.

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