What to Do if Your Flight is Cancelled

The meltdown of Southwest airlines is causing untold stress and grief, with tens of thousands of people stranded at airports far from home, lost luggage, missed family reunions and vacations – even a bride who missed her own wedding.

Here’s what to do if your flight with any airline is cancelled or delayed by more than 12 hours.

Keep All Your Travel Documents & Receipts

Don’t tear up your paper boarding pass or delete the one on your mobile in anger and frustration – you’ll need it to apply for a refund.

Airlines are required by federal regulation to provide a refund for cancelled flights, even for a non-refundable ticket.

That’s not your priority at the moment, but having a copy of a boarding pass and/or your reservation code – that jumble of letters and numbers – will help you get rebooked or refunded.

ecoxplorer tip –

Opt for a cash refund, NOT a flight credit. Last year, Alaska Air cancelled without notice a $400+ credit I had for a cancelled flight – it was one I cancelled, not them. But the result was the same – they kept $400+ of my money for flights I did not take.

Southwest has offered to repay stranded passengers for alternate transportation costs, including tickets purchased on other airlines, Amtrak and car rentals, meals, hotels, even a toothbrush to replace the one in your lost luggage. So keep all those receipts, too.

Why You Need Travel Insurance

Alternate Transportation

Try to book with another airline as quickly as possible. US-based carriers American, Delta, JetBlue and United have agreements with one another to get you re-booked on a partner carrier – if a seat is available.

Southwest does not have partner agreements with other airlines, so you are on your own.

ecoXplorer tip –

Instead of calling the US-based customer service number, phone the number for Canada or even the international number, which are likely to be less busy, with a shorter wait time.
Here is the link to Southwest’s international call centers.

Alternative Airports

Check flights at nearby airports. If you are stuck at O’Hare, check flights to/from Midway. LAX, try Burbank or Orange County. NYC, try Stewart. Jackson Hole, try Idaho Falls. Etc.

It may be a pricey taxi fare to get you to a nearby airport, but you may be able to get to your wedding or family reunion.

And some so-called “secondary airports” have bus service – such as Flyaway between LAX and Burbank, for just $8.

Car Rental

Airport-based chains are likely sold out, so look for an office of a national chain downtown.

They are more likely to have vehicles, and will have the same rules for dropping off in a different city than their airport locations.

Amtrak, Greyhound, Megabus

If you are lucky to be stranded in a city served by train or bus service to where you want to go, jump on it.

Finally,

Be Nice & Be Prepared

Gate attendants and call service operators are under the same stress you are.

Be ready to explain what you want – and in a tone that is more “honey” than “vinegar”.

ecoXplorer Evelyn Kanter is a journalist with 20+ years of experience as a newspaper and magazine writer, radio & TV news producer & reporter, and author of guidebooks and smartphone apps – all focusing on travel, automotive, the environment and your rights as a consumer.

ecoXplorer Evelyn Kanter currently serves as 1st VP of the International Motor Press Assn. (IMPA) and is a former Board Member of the Society of American Travel Writers (SATW)

Contact me at evelyn@ecoxplorer.com.

Also follow my NYC website, NYC Travel Guru