Flying Rights

What You Can Do to Reduce Airline Hassles

By Kent St. John

If we all had flying carpets 50 percent of our travel worries could be avoided. Catching an elusive fare, getting a good seat, dealing with delays and time changes—these are just some of the challenges. No wonder most of my email from readers is on the subject of airline travel.

Over the past year I have enjoyed three unplanned stays in Chicago and two in London plus eight novels while waiting in airports, all because of delays or canceled flights. On the upside I have also collected $1,850 in airline vouchers and stayed overnight for free as a result of all canceled flights. In the process I’ve tried out some strategies that may help you on your own flights.

Join Up

Even if you think you may never fly with the airline again, ask to join their frequent flyer program. It costs nothing and you can do it while checking in for your flight. Most major airlines will allow you to maintain a membership for three years even if you don’t fly with them.

Every time your name is pulled up on the computer the airline will see you are a frequent flyer and be far more willing to go a little further to deal with you’re your problems. You’ll get faster response to phone inquiries, lost baggage claims, seat assignments, or requests for vouchers for hotel stays if a flight is canceled.

If in fact you do travel frequently, try to maintain loyalty to an airline. “Elite status” offers such perks as upgrades to first class, mileage bonuses, and priority boarding and seating. For information on the different frequent flyer programs go to [www.webflyer.com].

Before Departure

Sitting squashed in a middle seat can make a long flight a long nightmare. As soon as you have filled out your membership form, ask for an emergency exit row seat. A bulkhead seat is usually the next best choice.

On a long flight ask for an aisle seat towards the back. If sleeping is your main concern, ask for a window seat. If you have a connection to catch, sit as close to the front of the craft as possible. Avoid the row before the emergency exit; the seats are not fully reclining. Most airlines now have seating charts on their web sites.

Up in the Air

On a long flight dress in comfortable clothes made from natural fabrics. Your feet will swell, so wear comfortable shoes. Drink water even if you are not thirsty. (The beverage cart moves slowly, so carry some bottled water with you.) I never turn down a meal, not because I like it but because it’s a break in a long flight routine. At the same time, I like to have some fruit or other snacks in my carry-on. Since I know I am not going to eat well on an airplane, I plan to make up for it when I arrive. When not nodding off, I like to stroll. Stretching is a health necessity.

Lost Luggage

According to the Department of Transportation, one in every 200 bags gets misdirected, most of them on domestic flights. Still, I like to have all necessities—prescriptions, toiletries, and valuables—in my carry-on. Airlines are not responsible for theft of items in checked luggage.

To improve your chances of getting your baggage, remove all old trip tags and place an extra identification tag inside your bag. Every airline has a different policy concerning late or lost luggage. Be sure to file a missing bag report before leaving the airport and detail your bag’s contents. It can take up to six months before an airline will deem the bag lost. Be persistent about your refund.

Airlines deliberately overbook flights. This can work fine for those who volunteer to be bumped for compensation, but non-volunteers should know the following: You must have a confirmed reservation; your ticket must have been purchased within a set time limit after making reservations, and you must have checked in within the required time limit. The airline is required to supply you with their bumping policies and to fully explain your compensation rights. Delays or cancellations are a different matter—check the airline’s conditions of carriage for their policies.

Making Your Case

If you feel you have been wronged there are ways of getting satisfaction. Screaming at airline employees will not work. Instead, document the situation as thoroughly as possible, including all the events and people involved. A carefully prepared complaint is your best weapon.

If possible, settle matters before you leave the airport. The airlines usually have a supervisor on hand to deal with difficult situations. Calmly and without exaggeration, after letting them know you are a frequent flyer, present your complaint. Most supervisors will appreciate your tact and it will work in your favor. Tell them exactly what would satisfy you, and keep it reasonable.

If no agreement can be reached at this time, simply accept the fact and let the supervisor know that you will pursue other avenues. The next step is to call your new frequent flyer telephone number and ask for a supervisor. Explain the problem and your desire to build a partnership with the airline. I have found satisfaction easier to obtain at this level than at the airport.

If you are not happy with the results of your conversation, ask the airline for the name of the director of consumer affairs. Write a well-thought-out letter with details on your problems and other information (other passengers affected, names of those you have tried working out a solution with, and photos); if possible, write it on business stationary. The business traveler is an airline’s best customer. Add copies of receipts for out-of-pocket expenses. Send a copy of your letter and documents to the Department of Transportation, Aviation Consumer Division, which can provide information to help you make your case. If you are polite and persistent, you will prevail.

KENT ST. JOHN is senior travel editor for www.GoNomad.com.