If you either experienced the July airline meltdown or read about or viewed some of the grief it caused, you may be wondering what to do to make it easier if it happens again.
The short answer is: “Not much.” It seems that airline computer systems are not the most robust on the planet, and if they’re down, you can’t even reach the airline to try to arrange a fix. You have to wing it — not a very helpful suggestion but a realistic one.
When reviewing your options, start with figuring out exactly what your airline owes you. And here, the airlines draw a big distinction between difficulties caused by something within their control and those caused by some external cause. Specifics are included in each airline’s contract of carriage, but the Department of Transportation conveniently posts a “dashboard” showing what each of the 10 large domestic scheduled lines and their regional partners offers in the event of significant controllable cancellations and delays.
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The dashboard defines a significant delay as lasting three hours. All airlines promise to rebook you on one of their own flights and provide a meal or meal voucher. However, only Frontier does not promise a hotel room if the delay extends overnight.
The dashboard only covers what you’re entitled to if the delay or cancellation is caused by a “controllable” problem. Airlines are adept at defining problems as out of their control. When almost all airlines’ computer systems go down, it’s probably not controllable, but if only one airline has computer problems, that may be controllable.
If the airline cancels your flight, for any reason, controllable or not, you have the right to refuse its suggested alternative and receive a full cash refund. However, if the problem is not controllable and your airline cancels, a full cash refund is all you can expect.
Remember that trip-interruption insurance won’t solve the problem or untangle the situation. It covers extra expenses to get you home but does not secure the airline seats needed to reach your destination. Insurance helps with finances, not the experience.
In general, my approach to a disrupted airline system is to get refunds, cancel future reservations, and return home until the situation is sorted out. If you can’t do that, you’ll have to endure it or rent a car to complete the final leg of your trip if it’s short enough.
The dashboard only covers domestic airlines. If you’re flying within or from the European Community on any airline or into the European Community on a European-based airline, additional compensation and assistance, including cash compensation, must be provided by the airline. Moreover, rules limit what an airline can claim to be uncontrollable. European Community flyers have better protections than those in the U.S.
If you haven’t finalized plans for a late-summer or fall trip, you’re likely considering ways to minimize risks — both personal and financial — in case of a future meltdown.
The best way to minimize risks when dealing with a disrupted system — for any reason — is to avoid connecting flights or at least avoid the largest mega-hubs. Recent reports showed that travelers at hub airports suffered the most during the recent meltdown. Even if nonstop flights are more expensive or require using less convenient airports, bypassing a hub connection or hub is a significant advantage.
To minimize financial risk, avoid prepayments and deposits that are nonrefundable or carry hefty cancellation penalties. If large upfront payments are unavoidable, consider purchasing trip-cancellation insurance.
Email Ed Perkins at eperkins@mind.net. Also, check out Ed’s new rail travel website at www.rail-guru.com.
