Yes…. you did. So, now what? A real bummer and you don’t understand what just hit you. There are many things that could go wrong while we travel. And while there are some that are beyond our control, there are some that we can try to avoid or fix or at least have some knowledge about it so that we can deal with it / handle the situation. When the airline overbooks the flight anticipating no shows, and everyone shows up, that’s when its likely that someone is going to get offloaded. This is not very common but a nuisance when it happens. It can happen due to a couple of reasons.
Non Reconfirmation
You did not reconfirm your flight. Nowadays, you do NOT need to reconfirm your outward or inward journey with most airlines but there are some, for example Air India, that do require reconfirmation.Also, on your return its always best to check the reservation with the airline at least 2 days before your departure. Reconfirm your flight number, departure time and routing for sure. Reconfirm that they have your contact number. What if they change it and could not get in touch with you. Or what if they have changed it, don’t have your number and you didn’t call either. You will get offloaded.
You’re Late
If you reach the airport late, well out of the stipulated time required, they do have the authority to offload you and release the seats to waitlisted or overbooked passengers. There is nothing much that can be done then but make an honest appeal. They will offload you despite your confirmed ticket.
Changes
If you suddenly decide to drive down to a city or take a train, of which you have a confirmed air ticket, and do not cancel that part of the booking and reconfirm the onward, thinking that you will catch up only with onward reservation, they will cancel your entire passenger name record. If you have a confirmed air reservation, but decide to do something else on your own, do inform the airline and make sure your reservation is not cancelled. They will not honour your confirmed ticket and you will be turned away.
Overbooked
If they are overbooked, AND you did not reconfirm the reservation, then they offload you, citing non reconfirmation. They overlook the part that they have overbooked.
Technical Glitch
If there has been a technical glitch, and there is nothing much they can do but merge 2 flights, then to adjust the passengers of 2 flights, they are bound to offload someone. They will give you reasons galore. But you have to stand ground. They may decide to put you on a flight the following day or book you on another airline, you are pretty much stranded.
Now, here is what you do.
Take Stock of Situation
Take stock of the situation. Be calm. Think straight. Gather your wits and focus. Gather your energy, because it could be a long night.
The Duty Manager
Get hold of the Duty Manager of the airline concerned. He is the person you need right now. Calling the agent will not help you a lot but it will let off some of the steam you are feeling, and you may even get a few pointers. Secondly, the agent, knowing the situation will be able to do something about it if the hour permits and airlines are open. But that will not solve the problem. Your agent sitting miles away cannot do much BUT you can. The best way to get some help is to get hold of the Manager in charge at that hour, tell him your matter and genuineness and be persistent.
The Airline Counter
NEVER leave the airline counter. Just stand there and stand your ground. Don’t wander off just because the counter staff tells you that they are doing what they can. If you take it easy, so will they. Remember the expression “Out of sight , out of mind”. Well, so do they …. and soon the flight will take off, without you.
The Right Attitude
Never get so carried away in your anger that you use bad language. Be as polite as you can possibly be. Get your work done because at the moment nothing is more important than you getting on that flight. How you do it is irrelevant, but with politeness, it will definitely be done sooner than you think.
The Action Plan
1. Reconfirm at least 2 days before departure and make sure they have your correct numbers too.
2. Stay calm and focussed. It will take time, but things do get sorted out. Be polite. It will take you a long way. Call your agent and brief him on what has happened. Take any advise he has to offer.
3. Get hold of the Duty Manager to help you. Stay in sight of the airline staff, so that they know you are there waiting to get your reservation reinstated. Be persistent. Even in the case of a technical glitch, tell them you have to reach your destination. They have to make sure they put you on the next flight.
4. If you really must be someplace on a specific time, check the flight schedules, which get you to your destination on time and book one flight earlier. That way, even if you are put on the next flight, you will still be on time. Always cancel the leg you are not intending to fly or risk having the entire PNR cancelled.
5. If your ticketed flight gets cancelled, and the airline is willing to reschedule you, but it isn’t what you want. In this case, you are entitled to a full refund.
99% chances are you will be put right back on the flight after some torture. So, if this ever happens to you, stay focused. Sure, call your agent. They will give it their best shot. If it is the airlines fault, they will never admit their mistake. But when YOU are sinking, you have to use the the closest available resources most effectively. So, don’t give up.
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