When you are hit with the dreaded "C" word . . . or other travel disruptions

Some extra time passed since the last blog . . . . was out of commission for a week with the flu.  All better and back to the grind.

On another not so positive note, two weeks ago was probably the worst experience my team has ever had at good old EWR (aka Newark).  After 10 hours at the airport, being booked on 2 different flights, actually sitting on one, and 3 trips through TSA . . . . I ended up at Newark at 11:30pm with no flight home.

Due to my years of travel expertise, I luckily was able to get home the next morning and was able to locate a hotel to spend the night in.  However this was definitely a good reminder of some tips and tricks to share for when you are faced with the dreaded “C” word.  A somewhat wordy entry but full of good info.

• Stop.  Take a deep breath.  Or three.  Nothing you do in the next 30 seconds will change the outcome of the rest of your day, so take a moment to pause and collect yourself.

•          Once you pause and take a deep breath, get connected to customer service as soon as you can.  This should preferably be either a live person or someone via phone as opposed to a kiosk or automatic rebooking.  Even if you receive automatic rebookings from the airline, connect yourself to a live person to explore alternative options (see bullet 5).

•          Multi-task.  Dial the airline customer service number while you are in line at the airline customer service counter.  One of them will get you a live person faster than the other.  Get on your laptop and check out travel options or hotel availability while waiting in line.

•          If you have status . . . use it . . . to get connected.  Most frequent flier programs have a special phone line dedicated to those with status.  For airline club members, the representatives at the desks can help you rebook your travel.  Thankfully this week I benefitted from the shorter lines and friendly service in the United lounge.

•          Think creatively. 

o   If you can’t get to your specific destination think about alternate options and proactively discuss those with the airline employee.  For example, is there another airport which is 60/90/120 miles away from either your origin or destination which you could fly in or out of instead?  Several weeks ago I had my flight into Detroit (DTW) cancelled.  All of the flights that day were cancelled due to weather, and I really needed to make it in that day for a meeting the next morning.  I spoke with the United representative via phone, who helped rebook me onto a flight into Flint, MI instead.  I then drove the 2 hours to Detroit that night and was able to still fly home out of DTW.  Not the most ideal situation and a long travel day . . . but I made it there in time for my meeting.  This week I was en route to Milwaukee, but would have been happy getting myself to O’Hare . . . Chicago is closer to Milwaukee than New Jersey is.

o   Look into alternate hubs if you have a connecting flight . . . see if you are able to connect in a different city.  For example, perhaps your United flight connecting in Chicago (ORD) was cancelled, but you could rebook connecting in Houston (IAH) or Cleveland (CLE) instead and still end up at your final destination.

o   Have the airline attendant look into the option of rebooking a flight on another airline.  For example, I have seen United and American book travelers on each other’s flights before when flights on the original airline were cancelled.  This is not commonly done, but it never hurts to ask.

•          If they can’t book you on a different airline, see if you can do it yourself.  During my situation last week mentioned above, I was rebooked on a United flight the next day with a connection which would have taken me all day to fly.  I booked myself a one-way ticket on Southwest out of a different airport (LGA) and flew direct in the morning.  I ate the cost of my United ticket but it was worth it.

•          I cannot emphasize this point enough.  During all of your interactions with airline or airport employees, be friendly, patient, gracious, appreciative, SMILE, and say please & thank you.  If there are flight cancellations, most likely there are many upset, demanding, and irate passengers in the airport.  I have always found that if you exhibit the mentioned positive behaviors, the employees are much more likely to go out of their way to assist you or take the time to really help you out.  If you are rude, impatient, demanding, etc. I can’t think of anyone who would want to go out of their way to help you.  Trust me . . . I have found that a smile and some extra please/thank you’s go a long way during travel woes. 

•          Plan ahead. 

o   If you know there is rain/snow forecast to start later in the day, try to fly stand-by or switch to an earlier flight if possible.  If you are connecting, you could at least possibly make it to the hub, which then has other possible flight options for you.  If you have the choice, switch your flight to a large plane . . . the express jets always get cancelled first. 

o   If there are larger storms ahead, such as blizzards or hurricanes, watch early for the weather advisories issued by the airlines.  Most will allow you to change your flight for no charge even to a different date . . . . choose early for best availability. 

o   Always pack spare underwear and your phone charger. 

o   Pay attention to hotel cancellation guidelines and book a room “just in case” where needed.  When flights start getting cancelled, hotels book up in a blink.  If you may not get out that day, book a hotel and just make sure you cancel by 6pm (or their required timeframe) if you end up not needing it.

·         When all else fails . . . make the best of it.  Yes you are not going to make your meeting/event/party or will not get to see your family tonight.  But when there is absolutely nothing left you can do about it . . . . let it go and jump right back in tomorrow.

Feel free to share any other comments below . . . happy on-time travels!