Flight Cancellations

[jessd 0]

My flight home from my vacation in the Dominican Republic got cancelled this past Saturday because of the snow in Boston. Once we learned of the cancellation the airline offered no assistance at all in finding a hotel for the night (the resort we stayed at was an hour from the airport and was too expensive to stay in for an additional night or two). So, basically we were on our own in a foreign country and neither or us speak Spanish. We had a hell of a time getting to a hotel.
I have never experienced a flight cancellation for any reason before. But, should the airline have covered the hotel costs and offered some information on where to stay etc... I wanted to get a few opinions before I call the airline tomorrow to express my dissatisfaction with the service that they gave us.

"Life is not measured by the number of breaths we take, but by the moments that take our breath away..."

[diverdriver 7]

You are mad because the airlines can't control the weather? So we are responsible for covering your hotel when we can't control the weather? I don't think so.

Chris Schindler
www.diverdriver.com
ATP/D-19012
FB #4125

[marks 0]

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My flight home from my vacation in the Dominican Republic got cancelled this past Saturday because of the snow in Boston. Once we learned of the cancellation the airline offered no assistance at all in finding a hotel for the night (the resort we stayed at was an hour from the airport and was too expensive to stay in for an additional night or two). So, basically we were on our own in a foreign country and neither or us speak Spanish. We had a hell of a time getting to a hotel.
I have never experienced a flight cancellation for any reason before. But, should the airline have covered the hotel costs and offered some information on where to stay etc... I wanted to get a few opinions before I call the airline tomorrow to express my dissatisfaction with the service that they gave us.

what was the airline?

want to make sure not to fly with them to other contries...!

[downwardspiral 0]

Unfortunately I think you are out of luck. It wasn't the airline's fault your flight got cancelled so...

Delta cancelled one of my flights out of Atlanta back in 97 because they overbooked all their flights that day. This resulted in an 8 hour layover. They gave me a meal ticket worth $5. A big mac combo cost $8 at the airport there. Needless to say I was a little upset and haven't nor do i intend to fly Delta ever again.

www.FourWheelerHB.com

[jessd 0]

No, I am not mad because they could not control the weather. I was fine with the cancellation because I would rather be stranded than have them fly us in unsafe conditions. My friend was in Florida and scheduled to come home on Saturday as well and could not because of the Boston weather. But, his airline (Delta) offered assistance in getting a hotel at a discounted rate. My airline (American) did not. I was dissatisfied with the service that they provided to us. I would have expected a little assistance in finding a place to sleep for two nights. We were literally stranded with no idea were to go. We ended up hoping in a random cab and had them bring us to a nearby hotel that wound up being in a really bad section of the city.

"Life is not measured by the number of breaths we take, but by the moments that take our breath away..."

[diverdriver 7]

Airlines fly people from point A to point B and back to point A some times. I do not see how airlines are responsible for putting you in a hotel. You chose to go there. It is your personal responsibility to take care of yourself otherwise. Sorry. I see this day after day. People blame the airlines for everything under the sun. And they continue to expect tickets cheaper and cheaper. Well, you get what you pay for. On whole, people are not paying what it actually costs to travel across this country and points further.

Chris Schindler
www.diverdriver.com
ATP/D-19012
FB #4125

[downwardspiral 0]

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No, I am not mad because they could not control the weather. I was fine with the cancellation because I would rather be stranded than have them fly us in unsafe conditions. My friend was in Florida and scheduled to come home on Saturday as well and could not because of the Boston weather. But, his airline (Delta) offered assistance in getting a hotel at a discounted rate. My airline (American) did not. I was dissatisfied with the service that they provided to us. I would have expected a little assistance in finding a place to sleep for two nights. We were literally stranded with no idea were to go. We ended up hoping in a random cab and had them bring us to a nearby hotel that wound up being in a really bad section of the city.

Did you ask them for help?

I encounter the same thing in skydiving. Tandems like to throw fits when the weather makes it unsafe to skydive. When that happens I could give a shit how far they drove or how many people came to watch em.

www.FourWheelerHB.com

[jessd 0]

I am not blaming the airlines for anything and I am not complaining about the cost of a flight either. I just would have thought that under those kinds of circumstances that they would provide a little assistance in finding accomodations.

"Life is not measured by the number of breaths we take, but by the moments that take our breath away..."

[diverdriver 7]

When you asked for help what did they say? Did they direct you towards a hotel directory or did they just say go away? Did you go to a customer service counter or just they gate counter? There can be a difference.

[jessd 0]

Yes, we did ask them for help. Never once did we get angry at them for the cancellation. We asked if they knew of a hotel in the area or if they knew where in the airport we could speak to someone who would be able to assist us. It was difficult because of the language barrier (this experience makes me wish I spoke Spanish). I don't expect them to give me anything in return for the cancellation. I just merely wanted to express my dissastisfaction with the service after the fact.

"Life is not measured by the number of breaths we take, but by the moments that take our breath away..."

[downwardspiral 0]

Ok so that means it IS possible they tried to help?

www.FourWheelerHB.com

[jessd 0]

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When you asked for help what did they say? Did they direct you towards a hotel directory or did they just say go away? Did you go to a customer service counter or just they gate counter? There can be a difference.

When we asked for help they said that it was our responsibility to find a hotel. Makes sense - BUT - we didn't know were to go. We did ask for a hotel directory and even a phone book which they did not provide either. We tried customer service but the person at the counter spoke no English while the person at the airline counter spoke English. We were very calm in asking for help which they flat out did not provide any.

"Life is not measured by the number of breaths we take, but by the moments that take our breath away..."

[downwardspiral 0]

Ok belay my last :)

www.FourWheelerHB.com

[diverdriver 7]

So it's their fault they didn't speak english in a foreign country. Ok.

Sorry, just don't agree that a call to the airline will yield much for you.

[downwardspiral 0]

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So it's their fault they didn't speak english in a foreign country. Ok.

Sorry, just don't agree that a call to the airline will yield much for you.

Relax dude. He was asking an opinion. And I think he got a few.

Challenges like those that take us out of our element and see if we can think, react,adapt and survive... kick ass. Well they suck right up to the point where you realize you were worried for nothing.

www.FourWheelerHB.com

[Antithesis 0]

I've only been offered to be put up in a hotel by an airline if I give up my seat so that someone else can fly. Never for weather.. Shit I was stuck in Anchorage ak for six days last week.. I know that it's not the airlines problem. But If you buy a ticket with a part b to your destination and you miss that leg of your flight because of part a being late or cancelled .. I know that most airlines will accomodate your missed flight in that case.

Moral... always be prepared for the worst jessd and don't expect anything or anybody to help you but yourself

I travel the land, Work in the ocean, Play in the sky

[diverdriver 7]

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Relax dude.

I'm quite relaxed.

[diablopilot 2]

You could have stayed home. Seriously, it's not their responsibility. It sucks when companies are given a bad rap when people blame them for something that is not their responsibility.

American, although I don't always fly them, has been very good to me. In 98 I took a buisness trip to a convention in Tennessee.

So did about 7000 of us.

Well American as well as every other Airline with a hub in DFW (my location to change planes from the west coast) had overbooked the connections.

They asked for volunteers to bump to the next flight, and for their troubles they would give you a $200 flight credit. So I volunteered.

I did not realize that I was now on a standby status, and not guaranteed a seat on the next flight. When I explained this to the ticket agents, they advised me on what to do.

Figuring out the deal, I then proceeded to volunteer to bump for the rest of the day. At the end of the day American put me up in the Airport Hotel, fed me dinner and breakfast, and the next morning I was on a flight, plus I had over $1300 in flight credits.

I went to New Zealand for free the next winter.

They took care of me when it WAS their fault. If we had been delayed because of weather, I would have expected them to tell me when to check in for the next flight, and then leave me to my own devices.

----------------------------------------------
You're not as good as you think you are. Seriously.

[jumper03 0]

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Airlines fly people from point A to point B and back to point A some times. I do not see how airlines are responsible for putting you in a hotel. You chose to go there. It is your personal responsibility to take care of yourself otherwise. Sorry. I see this day after day. People blame the airlines for everything under the sun. And they continue to expect tickets cheaper and cheaper. Well, you get what you pay for. On whole, people are not paying what it actually costs to travel across this country and points further.

I disagree with you on that diverdriver...
The airlines are a service industry. People CHOOSE to fly - there are buses, boats, autos and/or trains to use as alternatives.

Who will we choose? We're gonna choose the airline that provides the best service. So two airlines go from A to B, same price. But A does that extra bit - like helping Jessd find a hotel if her flight is cancelled. A just got my business. If you fly for B - I'm sorry but your company is heading out of business.

As for cost - I'm with you. I still can't believe we fly for as cheap as we do. But I certainly have no qualms paying more for better service.

Jump

Scars remind us that the past is real

[diverdriver 7]

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As for cost - I'm with you. I still can't believe we fly for as cheap as we do. But I certainly have no qualms paying more for better service.

Jump

Exactly my point. Service costs.

[Dragontail 0]

Well, I think they should have helped you find a hotel. I gather that you weren't expecting them to pay for it and that you don't blame them for the bad weather. Still, they are a travel industry and you are thier customer. Had it been me I may have gone so far as to say, "Fine, I guess I'm sleeping in the terminal tonight."

I have had experiences with flight cancellations and delays that would have caused me to miss my connection. In all cases I was well taken care of without having to complain. The last time it happend they even rebooked my trip on another airline.

I'm glad everything turned out ok. Go ahead and complain. I would think that if a customer has a negative experience the airline would at least want to know about it so that they can make the choice to make good on it or not. The worst thing that can happen is that they say "Tough shit" right? If you don't complain then they have no way of knowing.

I hope you have better luck in your future travels

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[skyyhi 0]

My take on the situation. . .

1. The flight was delayed due to bad weather. . .definitely not the airline's fault.

2. You didn't ask the airlines to pay for your hotel, you only asked if they could assist you in finding a hotel (i.e.; make a suggestion)

3. They did not provide any assistance at all.

Although it may not have been the airlines responsibility to provide assistance, from a customer service standpoint, they created a huge black hole for people who were paying for service from them. No one is blaming the airlines for the weather, but customer service is PARAMOUNT to any business being successful. The retail store that runs out of stock on a particular item is not obligated to call other stores and find the merchandise for the customer, but it makes good business sense for them to provide this assistance. The gas station attendant is not required to provide directions to lost travelers, but maybe he will have repeat business if he is helpful to them - or tries to assist them as he can. This is not a case of wanting something for free, it is a case of good customer service and the people in the Dominican Republic who were working for American Airlines did not provide good customer service. I don't think a phone call is going to do anything about it but a letter to someone high up in the organization regarding the lack of customer service will be looked into.

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Take risks not to escape life… but to prevent life from escaping. ~ A bumper sticker at the DZ
FGF #6
Darcy