Santa Claus may have a guaranteed seat on a chartered flight, but others traveling during the peak holiday season are subject to the whims of fate and the problems they bring.
The laundry list is seemingly endless: cancellations, weather delays, rebookings, bumpings, etc.
“It’s certainly a stressful time, and we hope when the inevitable happens, passengers give us the opportunity to resolve it, even if it escalates,” said Cliff Van Leuven, vice president of customer service at Frontier Airlines.
Though airports and federal security workers have tried to alleviate holiday travel delays — family lanes at security checkpoints and additional runways at major hubs among their efforts — there’s always the likelihood a glitch causes the dominoes to tumble. That’s when the test begins.
“Be vigilant about how you’re treated,” said Kate Hanni, president of . “Advocate for yourself.”
She suggests packing food and water — purchased after you’ve passed through security — and a change of clothes in case of long delays on the tarmac.
Tips from experts on both sides of the counter
Don’t hold your tongue; just curb it. It does little good to attack the airline employee orally. They’re not the reason for the problem. A firm, civil tongue is a better weapon.
Know what’s coming to you. Airlines must compensate passengers involuntarily bumped from a domestic flight with up to $400 if they are two hours or more late reaching their destination, or four hours for international flights. This applies only to bumpings on an oversold flight — but not connections that are late or weather cancellations.
Canceled doesn’t mean hopeless. Work for your seat. Double-team the issue by calling the airline’s customer- service number while waiting at the ticket counter. Bring a list of other flights with you, or check at other airline counters first. Tip: Ask for the earliest flights just after midnight. Agents don’t search for those first. Also, ask for a food and hotel voucher. You’re due one if flights cancel for mechanical or economic reasons.
Ask for a supervisor. It’s been said never to accept “no” as an answer from someone unable to tell you “yes.” When you get the boss, don’t demand a solution; ask for help in solving your problem.
Know security rules. It’s a bad idea to bring wrapped packages, in carry-on luggage, TSA spokeswoman Carrie Harmon said. At security check-in, they’re subject to unwrapping if there’s any question — and you have no right to refuse the inspection.
Lost luggage doesn’t mean a payday. Airlines treat luggage differently, but all have a set time to retrieve your belongings before they have to pay. If it’s really gone, it would help to have a list or photos of the contents.
