No one likes flight delays. And according to a recent report in Forbes, flight delays are up over last year. Some of the worst delays keep passengers waiting for hours or even a day or more, just to board the flight they’ve paid for.
And you may be surprised about why these ridiculously delayed flights are happening with increased frequency.
Sure, there are delays caused by air traffic control and weather. But recent federal data reveal that the largest number of delays are caused by the airlines themselves — and often for rather annoying reasons.
While working on a feature about pilot training and recruitment for a major travel industry publication, I interviewed Dennis Tajer, a spokesperson for the Allied Pilots Association and a captain at American Airlines with more than three decades of experience in the industry. He shared some surprising insights into what’s behind some of the most extensive flight delays.
He began by describing a recent experience he had at work, when he went out to pilot a flight that was delayed by a whopping 24 hours — just one example of what he says is an increasingly common occurrence in the airline industry.
“We track this at our union and we’ve noticed that, since last summer, we’ve had a high rate of cancellations across the industry. Secretary [of Transportation] Pete Buttigieg said the same. That’s got to stop. Youre selling more tickets than you can rationally provide the service for under clear skies, but you’re stills struggling to recover.”
The tactic the airlines are using to avoid more cancellations is rather shocking.
“So here’s what airlines are doing and it’s not just American: they’re delaying flights, versus cancelling them,” Tajer said. “A rose by any other name. We’re seeing it anecdotally and I’m experiencing it personally … watching a flight at 8 a.m that’s delayed until 6 p.m. later in the day. Normally, that would be a cancellation. We’re seeing a lot more of that, and our pilots are seeing these sequences busted up and a lot of passengers being impacted. We want to keep the controllable cancellation factor down.”
Tajer described a possible conversation related to this scenario.
“It’s like if one of your clients calls and says …
‘I’ve got a problem here: my flight’s delayed.’
‘Yeah, that happens, so what’s the problem’
‘Well, it’s delayed until tomorrow — or it’s delayed until late tonight.’
‘What do you mean tonight? It’s 8 a.m.’
‘They’re saying we’re going out at 9 p.m.’
It’s a conversation more and more airline passengers are having, according to Tajer. And it’s not pleasant.
I asked if these crazy-long delays are all just because a flight delay looks better on the books for the airline than a flight cancellation, according to Tajer.
“Bingo,” he said.
“If you go to the proxy statement that every airline has … there is a cash bonus for keeping the cancellation rate down,” he explained. “It’s right in there. You don’t have to be a financial expert. And that’s OK. Corporations are inspiring their management teams … the senior execs, which is what’s in the proxy statement. But it’s also embedded further down the line to keep the cancellation rate down. If you want to get that down you, provide a little bit of a bonus.”
“The problem is, they’re using kind of a nefarious way by [saying], ‘well let’s not cancel it, let’s just delay it by eight hours. Let’s delay it until the next day.’ It’s certainly not illegal. But is that really the intent? What you’re doing is the old cliché, lipstick on a pig.”
What To Do When Your Flight is Delayed
Even the most seasoned travelers can find themselves feeling helpless and at the mercy of the airline industry when faced with massive flight delays. Here’s a quick list of what to do when your flight is delayed.
1. Stay Informed
The moment you hear about a delay, figure out the best ways to stay informed. Use airline apps, websites and airport monitors to check for real-time updates on your flight. Airlines often provide estimated departure times, gate changes and other vital information. Keeping yourself informed is the key to making informed decisions.
2. Communicate with Staff
It can be easy to lose your temper during situations like this, but you’ll generally get further with kindness than with furor. Treat airline staff and customer service representatives with courtesy and patience. Remember that delays are often beyond their control (even if they are the fault of their employer). Inquire politely about the cause of the delay and ask about alternative flights or options available. They may be able to rebook you on a later flight or provide accommodation if necessary.
3. Use Multiple Channels of Communication
Airports can become especially crowded when there are delays and the lines can be long at the service desks. You can stand in line, of course, but at the same time you can try calling the airline’s customer service number and/or interacting via the airline’s social media channels. And don’t forget if you have frequent flyer status with the airline, you may have a dedicated line with a shorter wait.
4. Know Your Rights
The fare you paid may influence how flexible you can be in terms of rebooking your reservation. Study the details, and also be aware of what your rights are as an airline passenger. The U.S. Department of Transportation maintains a helpful section on its website about Fly Rights, a consumer guide to air travel.
5. Be Flexible
Flexibility is the key to handling flight delays gracefully. If you have connecting flights, inform the airline staff about your situation; they might be able to help you make adjustments. If your delay is due to weather, remember that safety comes first.
6. Use Travel Insurance, if You Have It
Travel insurance can provide helpful assistance in some instances. If you bought a policy, take a look at it, and see if it covers flight delays — it may provide compensation for meals and accommodations during extended delays.
7. Accept Reality. And Breathe
Travel is exciting. Educational. Inspirational. And it can also be a big pain in the you-know-what. Do what you can to stay on top of your annoying situation, but also remember to breathe. To accept the situation and realize that there will be an end to it. This isn’t the worst thing in the world (usually).
You can use waiting time to read. Create content. Explore the airport. Treat yourself to a good meal or a drink, or maybe some time in a VIP airport lounge. Try to turn your annoying delay into an interesting experience. With any luck, you’ll get to your final destination soon.
I’m a travel writer, travel blogger and Mexico travel specialist, and I love sharing travel tips to make your next vacation or business trip better. I’ve also written a memoir: Prepare for Departure: Notes on a Single Mother, a Misfit Son, Inevitable Mortality and the Enduring Allure of Frequent Flyer Miles. It’s a coming-of-age story, a coming-out story and an end-of-life-story about the journeys that families must sometimes take together (it also happens to be quite funny, according to reviewers).
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