Compensation when airline REALLY messed up your trip? UPDATE heard from USAir post 47

[WDWisTheBest]

Thank you ccgirl,
In this particular case, I don't think it would have made a diffgerence if we had been 3 hours early. As far as them holding the plane....what happened here was that the manager for the ticketing area actually called the gate agent and told her that she was "pushing us through security" - the gate agent knew exactly where we were and that we would be there momentarily. It's not as though they were just paging and thinking we were having lunch somewhere ignoring them. There is a special security area for these types of situations..unfortunately, there were already 5 other families going through that way ahead of us. So, the gate agent got impatient, called up a standby family and gave them our seats...that's why she slammed the door shut when she saw us running through the terminal - she knew she had just given our seats away. the plane would not have left one minuter later if she had just listened to the ticketing manager....
But, it is what it is. From now on I will arrive at MCO 2 hours early.
If anyone ever has reason to depart Albany, you really only need an hour...if that!

So, it seems that the thread discussion has just about run its course. You have been compensated, have had a great discussion with many posters and have had a great visit to WDW. Does that about sum it up? Or not?

 

[prncess674]

Thank you ccgirl,
In this particular case, I don't think it would have made a diffgerence if we had been 3 hours early. As far as them holding the plane....what happened here was that the manager for the ticketing area actually called the gate agent and told her that she was "pushing us through security" - the gate agent knew exactly where we were and that we would be there momentarily. It's not as though they were just paging and thinking we were having lunch somewhere ignoring them. There is a special security area for these types of situations..unfortunately, there were already 5 other families going through that way ahead of us. So, the gate agent got impatient, called up a standby family and gave them our seats...that's why she slammed the door shut when she saw us running through the terminal - she knew she had just given our seats away. the plane would not have left one minuter later if she had just listened to the ticketing manager....
But, it is what it is. From now on I will arrive at MCO 2 hours early.
If anyone ever has reason to depart Albany, you really only need an hour...if that!

How long was the agent supposed to wait. You admit that there were 5 families in front of you. Just because you got to join the "fast pass" security line doesn't mean you were still going to make the plane. If there had been 6 families you would have missed it. The gate agent had no idea how long you would be. It is the gate agent's responsibility to get the plane out on time and if there are person's on the standby list they can't wait till after the scheduled departure time to start processing standbys. Yes, if you had been there 3 hours early you would have had time to deal with all your issues.

not trying to hyjack this thread, but since the topic has changed to arrival time I figured I save myself a post by asking this question:

I have an 8:10am flight out of MCO, my transportation company said they will be picking us up at 5:45am from Shades of Green, think that is enough time or should I email them back and have them come earlier??? I've always been one to arrive super early, but I dont want to be waking up any earlier than we have to

I think 5:45 sounds adequate, but I would also go to the biz center the night before and check in online for your flight and verify everything is good to go. Also find out the mobile site for your airline so you can keep up to date on your flight via your phone. Remember that 5:45am pickup means, ready and waiting for pickup at 5:45am, not still packing the last items and running to the bathroom on the 4th floor at 5:45. You should stop by the front desk the evening before and get a copy of your bill and review for any issues so you can handle them that evening rather than handling them in the morning. I have never stayed at SOG but find out if you need to physically check out or if the bill they slip under your door satisfies and all you have to do is walk out.

 

[LaurenT]

So, it seems that the thread discussion has just about run its course. You have been compensated, have had a great discussion with many posters and have had a great visit to WDW. Does that about sum it up? Or not?

Yep, that's pretty much the whole story (except for Becky's voucher - hopefully they'll straighten that out).

 

[ccgirl]

not trying to hyjack this thread, but since the topic has changed to arrival time I figured I save myself a post by asking this question:

I have an 8:10am flight out of MCO, my transportation company said they will be picking us up at 5:45am from Shades of Green, think that is enough time or should I email them back and have them come earlier??? I've always been one to arrive super early, but I dont want to be waking up any earlier than we have to

on Dec 12th we flew out of MCO at 8:15AM. Thought it woudl be fine since it was so early. Well, apparently a lot of people were doing this. Anyway, I can only give you our experience. We left at 5:45am but had to return a car. DH forgot to get gas so we had to turn around and get gas. Then, we had to check in and check luggage with Air Tran. Luckily, all of our bags were with the weight limit and we didn't have to do any shuffling. However, that line was LONG and we had to wait about 25 minutes. Went to security and that line was CRAZY!! Waiting 45 minutes. Ended up running to our gate and we made last boarding call.

Since you do not have to return a rental car; I would think 5:45 am would be fine. That should get you to the airport by 6:15am.

 

[john398]

Just curious does getting insurance help with these kinds of issues? I purchase insurance when I bought my american airlines tickets but have 10 days to cancel

 

[Lewisc]

Thank you ccgirl,
In this particular case, I don't think it would have made a diffgerence if we had been 3 hours early. As far as them holding the plane....what happened here was that the manager for the ticketing area actually called the gate agent and told her that she was "pushing us through security" - the gate agent knew exactly where we were and that we would be there momentarily. It's not as though they were just paging and thinking we were having lunch somewhere ignoring them. There is a special security area for these types of situations..unfortunately, there were already 5 other families going through that way ahead of us. So, the gate agent got impatient, called up a standby family and gave them our seats...that's why she slammed the door shut when she saw us running through the terminal - she knew she had just given our seats away. the plane would not have left one minuter later if she had just listened to the ticketing manager....
But, it is what it is. From now on I will arrive at MCO 2 hours early.
If anyone ever has reason to depart Albany, you really only need an hour...if that!

Didn't you learn anything? SW suggests arriving at ALB 1.5 hours before your flight. United suggests arriving 90 minutes before your flight if you're checking luggage.

Arriving earlier then you think you'll need allows time for security delays and possible issues.

A poster who flies often once said a passenger who's never missed a flight has wasted too much time in airports. Most of us don't share that philosophy.

Had you arrived at MCO earlier you would have gotten to the gate earlier. You either would have been able to board your flight or you would have been eligible for involuntary denied boarding compensation.

It sounds like the gate agent waited as long as he/she could before releasing your seats and closing the flight.

 

[ExPirateShopGirl]

It always comes down to the money. Or money in the form of discounted future travel. Even when people say all they want is an apology. This is why I'll always have a job.

 

[DebbieB]

wow I would have aske for an opened ened ticket but that just me I hope they do the right thing for you. on that note i hope that they put u in a hotel and paid for your meals ... Im so sorry that you hade such a bad expreance with the airlines. I fell your pain but the trick is to know your right as a passanger ..

It would be rare for them to given an open ended ticket as compensation. Sometimes vouchers are better than a ticket because they don't have restrictions. The free ticket you get when you volunteer to be bumped often are restricted by availability and can be difficult to use (similiar to frequent flyer free tickets), experts tell you to hold out for a dollar voucher.

 

[LaurenT]

Didn't you learn anything? SW suggests arriving at ALB 1.5 hours before your flight. United suggests arriving 90 minutes before your flight if you're checking luggage.

Arriving earlier then you think you'll need allows time for security delays and possible issues.

A poster who flies often once said a passenger who's never missed a flight has wasted too much time in airports. Most of us don't share that philosophy.

Had you arrived at MCO earlier you would have gotten to the gate earlier. You either would have been able to board your flight or you would have been eligible for involuntary denied boarding compensation.

It sounds like the gate agent waited as long as he/she could before releasing your seats and closing the flight.

But Lewis, they say the same thing for MCO..when actually you need more time than that, as I learned. ALB is my local airport - it's never busy - at leat never when I've been there (and though I'm not elite, I do fly between 4 and 6 times a year). I've never seen more than 20 people on line at security. And, I reallyt don't think arriving earlier at MCO would have hel;ped in this particular case...the ticket agent continued to try to solve the problem until the last possible moment and then she issued the blue card to push us through security - when we didn't make the flight, we went back to the ticket counter...and stood there for another 3 hours...I'm pretty sure that if we were there an hour earlier, they just would have had us standing there another hour and then at the last minute tried to push us through and the same thing would have happened.

 

[LaurenT]

It always comes down to the money. Or money in the form of discounted future travel. Even when people say all they want is an apology. This is why I'll always have a job.

A simple apology would not have made me happy! I didn't specify what I was looking for...I assumed they had some sort of policy in place based on what kind of error it was, but I did say I hoped they would provide sufficient compensation...

 

[Lewisc]

Southwest suggests passengers departing from MCO Th-M arrive 2 hours before their flight. MCO requires Disney schedule DME guests arrival at MCO 2 hours before flight time. Many DME guests have already checked their bags and received their BPs at their resort.

JMO but a person who doesn't allow as much time as suggested by the airlines doesn't have a right to complain if they miss their flight.

But Lewis, they say the same thing for MCO..when actually you need more time than that, as I learned. ALB is my local airport - it's never busy - at leat never when I've been there (and though I'm not elite, I do fly between 4 and 6 times a year). I've never seen more than 20 people on line at security. And, I reallyt don't think arriving earlier at MCO would have hel;ped in this particular case...the ticket agent continued to try to solve the problem until the last possible moment and then she issued the blue card to push us through security - when we didn't make the flight, we went back to the ticket counter...and stood there for another 3 hours...I'm pretty sure that if we were there an hour earlier, they just would have had us standing there another hour and then at the last minute tried to push us through and the same thing would have happened.

 

[ccgirl]

Southwest suggests passengers departing from MCO Th-M arrive 2 hours before their flight. MCO requires Disney schedule DME guests arrival at MCO 2 hours before flight time. Many DME guests have already checked their bags and received their BPs at their resort.

JMO but a person who doesn't allow as much time as suggested by the airlines doesn't have a right to complain if they miss their flight.

The last time we used ME we had to schedule it 3 hours prior to our flight and check in our bags AT LEAST 30 minutes prior to that time. I was surprised we had to leave so early but was so relieved we had the extra time.

 

[Lewisc]

The last time we used ME we had to schedule it 3 hours prior to our flight and check in our bags AT LEAST 30 minutes prior to that time. I was surprised we had to leave so early but was so relieved we had the extra time.

MCO wants DME to schedule passengers arrival at MCO about 2 hours before their flight.

Picking passengers up 3 hours before their flight allows 30 minutes for pickups at other resorts and 30 minutes to drive from WDW to MCO.

The point is even passengers who've already checked their bags and received their BPs at their resort are bused to MCO 3 hours before their flight so they can arrive at MCO 2 hours before their flight.

 

[ccgirl]

MCO wants DME to schedule passengers arrival at MCO about 2 hours before their flight.

Picking passengers up 3 hours before their flight allows 30 minutes for pickups at other resorts and 30 minutes to drive from WDW to MCO.

The point is even passengers who've already checked their bags and received their BPs at their resort are bused to MCO 3 hours before their flight so they can arrive at MCO 2 hours before their flight.

That makes sense. Yes, I was surprised with the lines at MCO. BOS is a busy airport too but the lines were nowhwere near what they are at MCO. I have never not had to wait in a line to print boarding passes (unless I already had them) or for security there.

 

[ExPirateShopGirl]

A sincere apology rarely makes anyone happy. Especially when it's an airline.

A simple apology would not have made me happy! I didn't specify what I was looking for...I assumed they had some sort of policy in place based on what kind of error it was, but I did say I hoped they would provide sufficient compensation...

 

[Lewisc]

A sincere apology rarely makes anyone happy. Especially when it's an airline.

Wouldn't you agree the degree of sincerity of an airline apology is directly related to the dollar amount of the included voucher?

An apology without any compensation reeks of insincerity.

 

[LaurenT]

Wouldn't you agree the degree of sincerity of an airline apology is directly related to the dollar amount of the included voucher?

An apology without any compensation reeks of insincerity.

I agree! And based on a previous posters assurance that I would never get more than a $50 voucher and should consider myself very fortunate to get a $100 voucher, I guess US Air is truly very sorry for the error since they gave us all $175 vouchers.

 

[Lewisc]

I agree! And based on a previous posters assurance that I would never get more than a $50 voucher and should consider myself very fortunate to get a $100 voucher, I guess US Air is truly very sorry for the error since they gave us all $175 vouchers.

I thought you'd get, at most, a $50 for the delay in your departure. I didn't think you should get anything for your return flight, since you chose not to fly home on your original flight.

I thought your friend was entitled to more then $175. I agree with you, the total compensation was probably about right.

 

[LaurenT]

Just one final loose end and then hopefully we can be done with this thread...
For anyone who was wondering,
US Air contacted me once again today to apologize for over looking Rebecca (my daughter) in the issuance of the vouchers in their last e-mail, and issued one more for her.
I think they have acted appropriately in the handling of this issue - they responded quickly and adequately and so, having faith that they will take care of us to the best of their ability, I will be happy to fly with them in the future.

 

[Tony NY]

They did put us in a crowne plaza (2 rooms, very happy we didn't all have to squeeze into one, when they tries to push us through security, they checked our bags, mine made the flight, Christine's did not..turned out to be bad luck for me - I had no pajamas). They did not pay for any meals. They did eventually get us home and these vouchers are basically worth about 1/2 of a round trip for us - so I do think it's reasonable. I'm hoping that not issuing a voucher for Becky was an oversight...we'll see.
Also, to the PP who asked why I wanted another voucher when they already gave me one, the voucher I received was not in compensation for this mess, it was an offer they made to anyone who volunteered to take a different flight than the one they oversold and it was given by United, not US Air...it was just for Becky and me - but I felt it was only right to share it with Christine....

Just one final loose end and then hopefully we can be done with this thread...
For anyone who was wondering,
US Air contacted me once again today to apologize for over looking Rebecca (my daughter) in the issuance of the vouchers in their last e-mail, and issued one more for her.
I think they have acted appropriately in the handling of this issue - they responded quickly and adequately and so, having faith that they will take care of us to the best of their ability, I will be happy to fly with them in the future.

hi luran I hope it all worked out for you I left u emill