You'll probably have a smooth journey this holiday season, despite the odds against it
- Mike Cintron
- Nov 12, 2018
- 5 min read
By Mike Cintron
As we embark an another U.S. Thanksgiving holiday, the one that usually claims the title of the busiest time of year to fly, we don't just think about the miracle that is flight itself, but the miracle of a journey where everything goes without a hitch. This is an updated article from a version I wrote in 2012 for the International Airline Passengers Association quarterly newsletter, First Class. Let's see how much has changed.
Today’s airplane journeys are safer and faster even when compared to the fabled ‘glory days’ of air travel – you know, the days when everyone dressed well and got along. Fun fact: things didn’t always go so swimmingly. But this oversimplification masks an awe-inspiring web of must-happens that starts when you book your flight and ends when you arrive at your destination, hopefully with everything intact, especially your sanity. Along this chain are the many links that include complex and not entirely infallible computer systems; airline operating policies that often run contrary to what you insist is common sense; air traffic conditions far away from where you intend to fly; airport facilities and infrastructure limitations; security protocols that flex with the latest threats; government regulations; and of course, the weather. Many passengers take the complexity involved for granted, but just one break in this chain can lead to a very long, arduous adventure.
Basically, flight irregularities can be grouped into a couple of categories: those caused by circumstances that the airlines control and everything else. It often feels like the airlines consider most incidents as being beyond their control, but here are two that indeed are: maintenance and scheduling. A maintenance delay can be caused by anything from a blown engine to a captain’s arm rest that isn’t quite right. Some airlines simply log issues to be addressed later (usually non-safety related items like that arm rest) and continue the flight; but some maintenance issues can ground a plane indefinitely. Times like these are among the most trying because, unsure of an exact departure time, many airlines post multiple updates in what is known as a ‘creeping delay’ as new information rolls in about the cause – a part, a crew, or a late inbound aircraft that’s probably carrying the first two. With each hopeful announcement comes a growing sense of frustration when the time gets changed yet again. In these cases, no one is 100% sure when the flight will leave so the most optimistic departure time is often posted, further irritating the waiting throng. “There’s just no way they’re going to turn that plane around and board 10 minutes after it arrives,” you say to yourself. You’re right.
If an airline finds itself away from a maintenance base, it may have few options other than to await a replacement aircraft. Even when all is ready to go, airlines then have to contend with the regulations that limit the number of hours that crew members can remain on duty. Many of us have suffered the frustration of having boarded a long-delayed flight only to be told that the flight will be cancelled due to the lack of a ‘legal’ crew.
Air traffic delays due to weather are understandable, though no less annoying. The domino effect that hinders airport activity across a region can be felt when just one airline hub suffers operational disruptions. In Europe, air traffic control handles an average of 26,000 flights every day. In the United States, about 5,000 planes are in the sky in a typical hour, amounting to approximately 50,000 aircraft aloft each day. Think about all those puzzle pieces that have to fit just right in order for planes to get off and on the ground safely and efficiently.
Also consider all that has to go well for you to get to your destination on time:
Having the correct name on your ticket that matches your identification
Carrying the necessary documentation for your next destination and beyond
An airline computer system that’s up and running
A security line that’s moving at a good pace
An on-time departure unimpeded by airport conditions or boarding delays
A legal flight crew that’s ready to go
An airplane that’s fit to fly and properly equipped for the flight
Good enough weather over the entire flight path
Air traffic that’s moving along without much delay
An available gate for an arriving aircraft so that connecting passengers can make their next flights
Available staff to be at that gate and to receive and service the incoming aircraft
Proper baggage handling on connecting flights (the number one cause of baggage irregularities)
Another on-time departure on the connecting flight
An airport ready to receive the arriving aircraft with operational runways and no curfew hours looming
Baggage that arrives with you
A properly trained and knowledgeable staff that ensures that all of the above happens smoothly
Anything else we forgot (you get the picture)
The next time everything goes well with your flight, consider all of the steps that had to fall into place and all of the events within each step that also had to go without fail. The fact that the majority of flights leave and arrive on time is nothing short of astounding. Yet, despite all of the technological innovations that have taken much of the guesswork out of what to do about a flight delay, airlines have one key factor that they do have complete control over, and that’s how they treat you when things don’t go quite right. That ultimately determines how you view your journey after all is said and done. It’s also a good measure of how customer-focused an airline truly is.
Since this was first published, airlines have been using rapidly improving technology to mitigate schedule disruptions. Some airlines have implemented tools for passengers to track the progress of their own baggage; others have enlisted “bots” to automatically rebook passengers who miss connections; aviation and airline websites allow users to track inbound aircraft affecting their flights so they can get a better idea of when a flight will leave; and many airlines provide mobile notifications about flight delays and cancellations well before passengers interact with an actual agent. The emergence of Artificial Intelligence (AI) will play an increasing part in smoothing out the rough edges of flight disruptions and airlines will continue to use technology to make all of those essential must-happens something no passenger has to think or worry about.
When it comes to your rights as passengers, the most leverage you'll have during this holiday period is with overbooking. If you are at the gate on time and have complied with all of the airline's requirements for getting a seat but are involuntarily bumped, you can ask for cash compensation. The airlines will offer you vouchers which will be good for a year and only valid on that carrier, but government regulations say that you are entitled to cash compensation, depending on the type and length of your original flight, and how late you will be getting to your destination. Your mileage and money may vary, so get to know your airline's contract of carriage available from their website or on demand at the airport. Also, get to know the government regulations that rule your ticket. For example, if you are flying a carrier that's based in the E.U. regardless of the departure point, or you're flying from a city in the E.U., certain passenger protections apply with respect to delays and cancellations. Here is some useful information about European airline passenger protections from Elliott.org, an advocacy site created by Christopher Elliot, author, travel journalist and consumer advocate.
For those of you who want to take a nostalgic look back at what it took to get people flying, and who want to steal 20 minutes from your work day, here is a great video clip about the amazing new technology employed by the airline industry – in the 1960s.
Comments