Peter Greenberg: Help! My Flight Has Been Cancelled!

By: Peter Greenberg | Source: AARP.org | 2008-07-25

What is the best thing for the average traveler to do when it is announced that her flight has been cancelled? I don't fly frequently enough to warrant "special attention" from the airline. I know there must be something that's more effective than waiting in a long line at customer service with all the other disgruntled travelers.
–Marsha, Chicago, Ill.

There are a few things you should do before you ever get to the airport, so that just in case your flight is cancelled, you're prepared.

First, write down the 800-number of your airline and carry it with you. Next, look for the flights that are departing the airport between one and four hours after yours. Make a note of any nonstops that fly routes similar to the flight you're taking. For example, if you're traveling from Chicago to Los Angeles, check out Chicago-LA flights, but also write down a few that fly, say, from Chicago to Salt Lake or Phoenix, where you could catch another flight into LA.

And if you're traveling to or from a large city with multiple airports, a city like Chicago, for instance, it might pay to check out flights from other local airports, too.

One site that makes this pretty easy is OAG.com:
http://www.oag.com/travel-guides/airline-airport/air-route-info/

Basically what you're trying to do is figure out some alternate itineraries. And finally, print out your airline's contract of carriage, especially the part that outlines its obligations in case of a non-weather-related cancellation.

Now that you're prepared, what should you do when the flight is cancelled?

You're right, by the time you get to the front of the line, your alternate options may be taken. Call the airline while you're waiting.

Instead of just asking to be rerouted, ask to be rerouted on specific flights. Mention flight numbers, scheduled departure times, any stopovers, and anything else they might need to identify the flight. Be polite, but firm. Use that contract of carriage if necessary. One caveat: Getting re-routed on airlines like Southwest and JetBlue can be tough, since they don't have interline agreements with other carriers.