Travel nightmares like cancelled flights, flight delays, mechanical issues, winter storms and lightening unfortunately happen from time to time. While on a recent business trip to New York City, I received a text and email messages from United Airlines stating that there might be a travel disruptions due to weather. As a result, United was waiving change fees to provide travelers with additional flexibility. My colleague and I were booked on the 7:15 p.m. evening flight but definitely did not want to be stuck in NYC during the unexpected winter storm. We tried to change our flight online to the afternoon departure, but the only options available were for the following day, when the storm was predicted to be at its worst. After waiting on hold for a United Airlines customer representative for over 30 minutes, I learned that the only way to possibly fly standby on the full 3:15 pm flight was to inquire at Newark Airport.
After our meetings concluded around noon, my colleague and I decided to go straight to Newark. The United representative at the counter checked the flight and indicated she could not help us but directed us to someone else. The second representative did some additional checking but told us that she also could not process a change but that possibly the representatives at Travel Assistance near the gate could help us. We proceeded through security with our 7:15 p.m. tickets and headed straight to Travel Assistance, which had no line. The representative confirmed that the 3:15 p.m. flight was fully booked but that no one was on the standby list. We asked if it would be possible for us to fly standby, and she indicated that the change would require a $75 fee. I inquired about the travel waiver in place because of the storm, and she said that while she did not see the 3:15 p.m. flight as an option for the fee waiver that she would go ahead and process our standby tickets. We were delighted to find that there were a few available seats after boarding completed and were absolutely relieved to be heading home well in advance of the storm. It turned out that our 7:15 p.m. flight was only slightly delayed, but just about all flights were cancelled the next day.
My travel companion was impressed with how my “savvy traveler” skills scored us the standby seats, but I assured her that I did not utilize any specialized knowledge. Instead, I just made sure to be nice while navigating through Newark. It is important to recognize that not every representative has the ability to make a specific change; however, each representative may be able to lead me to someone who can help. And, customer service representatives are far more likely to help kind travelers as opposed to unpleasant ones, even when there is a valid issue.
When dealing with travel disruptions, try to remember these five things:
- #1: Be kind: This is the most essential travel rule.
- #2: Recognize limitations: Not all airline employees have the authority to make every kind of change but may be able to direct travelers to someone who can help.
- #3: Phrase requests as questions: I find it helpful to ask questions like, “Is this a full flight?” or “Is it possible…?” rather than, “I want….” or “I need….”
- #4: Be patient: Some waiting is inevitable in any travel disruption situation.
- #5: Travel with carry on luggage whenever possible: It is much easier to accommodate a last-minute travel change if checked luggage is not involved.
Travel disruptions are no fun for anyone, but making travel adjustments can make them less painful.
Check out our other Travel Tips for more advice about traveling with kids.