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Airline Flight Cancelled, Rebook On Competitior?  
User currently offline777ER From New Zealand, joined Dec 2003, 12504 posts, RR: 17
Posted (9 years 1 month 8 hours ago) and read 6758 times:

Yesterday (thursday 2nd) I was flying Origin Pacific from WLG-NSN-AKL as I had a US consulate appointment today (friday 3rd). Me and about 18 other passengers were waiting at the gate to board and finally 15 minutes after boarding was meant to start the gate agent told NSN passengers that our Jetstream aircraft had a mechanical prob so the flight is cancelled and we were all told to go back to check-in and re-book on a different NSN flight. At check-in I was told there was another NSN flight at 10.50am, but I would miss my connecting AKL flight. There were no other AKL flights from either WLG or NSN on Origin Pacific. I asked to be re-booked on either NZ or QF but QO refused to re-book me saying I would have to at my expense, I explained my rights and what the airline has to do if a flight is cancelled. Head office finally agreed about 15 minutes later (30 minutes after the flight was meant to leave) to re-book me of QF on the 9.30am AKL flight. I re-mained caml during the whole problem (even thou other passenger blew their tops very quickly at check-in while getting their money back or getting onto another QO flight. Do every airline have to re-book a passenger onto another flight (including competitior) at their expense if one of their flights is cancelled?

14 replies: All unread, jump to last
User currently offlineFlyboyaz From , joined Dec 1969, posts, RR:
Reply 1, posted (9 years 1 month 7 hours ago) and read 6729 times:

It's entirely up to the airline really...unless local laws state otherwise. If they do not have ticketing agreements with other carriers than probably not. That happens a lot with WN...I"m sure they occassionally use other carriers..but not that often.

User currently offlineJano From Slovakia, joined Jan 2004, 827 posts, RR: 4
Reply 2, posted (9 years 1 month 7 hours ago) and read 6716 times:

Quoting 777ER (Thread starter):
Do every airline have to re-book a passenger onto another flight (including competitior) at their expense if one of their flights is cancelled?

I do not know if they have to, but in my case NW does it when their 6pm TYS-DTW flight is delayed and I would not be making the connection in DTW. They always put me on DL, which appears to have more evening flights.

The Widget Air Line :)
User currently offlineFCYTravis From United States of America, joined Sep 2005, 1191 posts, RR: 6
Reply 3, posted (9 years 1 month 7 hours ago) and read 6713 times:

They don't have to, but most US carriers have reciprocal arrangements with one another and will work to get you where you need to go - especially if the cancellation is the airline's fault, and especially if you're a frequent flyer.

I'm Gold on America West, and was scheduled on a US SFO-PHL-MCO itinerary with confirmed F upgrades on both legs, and showed up to find the SFO-PHL leg cancelled due to mechanical issues. The CSR supervisor working the Preferred/First line spent several minutes banging away through SABRE to find me a re-route.

He found me a First Class seat on a non-stop United SFO-MCO flight Big grin

The fare code was full-F. I don't even want to know what it cost US to buy that seat, but it resulted in a frequent, high-value customer going away from the check-in counter satisfied rather than irate - and satisfied customers come back.

USAir A321 service now departing for SFO with fuel stops in CAK, COS and RNO. Enjoy your flight.
User currently offlineF9fan From United States of America, joined Jan 2004, 703 posts, RR: 3
Reply 4, posted (9 years 1 month 7 hours ago) and read 6698 times:

In the United States, almost all carriers have a clause in their contract of carriage that says the airline will rebook you on another airline to get you to your destination if your flight is cancelled or has a major delay. The language is pretty standard, right down to the clause number (clause 240), although some airlines use a different number. F9's is at http://www.frontierairlines.com/pdf/Contract_of_Carriage.pdf. While there is no law requiring this in the United States, congress considered a law after several people were stranded on airplanes for several hours (NW and UA in particular) without any compensation. To prevent the law from being passed, the airlines voluntarily implamented what the law would have required. The one big thing is that the airline must have an interline agreement with the other airline. Most airlines have a couple partners, with WN being the biggest exception to this.

I've seen airlines rebook people on other airlines if there is a problem. Once, I was flying NW from DEN to MIA via MSP. My DEN-MSP flight was delayed, and I missed my MSP-MIA flight. They booked me on the next flight on NW, while others were booked on NW from MSP to MCO, and then AA from MCO to MIA. I also saw F9 offer overbooked passengers a routing on CO from DEN to MIA via IAH when the DEN to FLL flight was oversold.


[Edited 2006-03-03 05:46:04]

User currently offlineLeezyjet From United Kingdom, joined Oct 2001, 4042 posts, RR: 53
Reply 5, posted (9 years 4 weeks 1 day 22 hours ago) and read 6566 times:

In Europe, the "real" airlines will do this depending on the situation, but the lo-co's don't. Thats one advantage the "real" airlines have over the lo-co's is that they will do more to get you to your destination if the flight is cancelled.

Normally if you are travelling on XYZ Airlines going from A-B, and XYZ Airlines has a later flight, they will put you on that one. However if you are connecting at B and going onto C and you would miss your connection, then they will normally re-book you however they can using whatever airlines have space to get you to C - sometimes it will work out better as you might even get put on a direct flight from A-C. Most airlines will now only do this though if you are through ticketed. If holding 2 seperate tickets, then it's your problem although most would re-book you out of courtesy and you would pick up the additional costs yourself.

IIRC it has something to do with the airlines that are members of IATA but I'm not sure of all the "in's and out's" of it.


"She Rolls, 45 knots, 90, 135, nose comes up to 20 degrees, she's airborne - She flies, Concorde Flies"
User currently offlineAfay1 From United States of America, joined Oct 2001, 1293 posts, RR: 2
Reply 6, posted (9 years 4 weeks 1 day 15 hours ago) and read 6465 times:

I was flying BOS-JFK-SVO on Delta a few years ago and JFK was closed due to weather. Delta cheerfully rebooked me on Swiss (which had just been recreated) to ZRH and and Aeroflot to SVO. That is how I came to realize just how much better Swiss's onboard service is, despite being happy Delta rerouted me without a fuss. Interestingly, when I checked in for the Swiss flight the res agent rerouted me on to a Swiss flight from ZRH to DME for no extra charge because he was horrified at the thought of an Aeroflot flight. I said it was a 737 operated SU flight so might as well go on Swiss!

User currently offline777ER From New Zealand, joined Dec 2003, 12504 posts, RR: 17
Reply 7, posted (9 years 4 weeks 1 day 3 hours ago) and read 6378 times:

Isn't it IATA rule that an airline has to re-book you on another flight or another airline at their expense, I know in NZ it is

User currently offlineSA7700 From South Africa, joined Dec 2003, 3431 posts, RR: 26
Reply 8, posted (9 years 4 weeks 1 day 1 hour ago) and read 6349 times:

Quoting 777ER (Reply 7):
Isn't it IATA rule that an airline has to re-book you on another flight or another airline at their expense, I know in NZ it is

I am not sure about South Africa. But during the SA strike last year, SA rebooked pax on other carriers at no cost to the pax. Some people were lucky enough to get booked on carriers like BA and VS from JNB-LHR, while others had the misfortune to get rebooked via destinations like ATH.  Wink



When you are doing stuff that nobody has done before, there is no manual – Kevin McCloud (Grand Designs)
User currently offlineRAFVC10 From Spain, joined Sep 2005, 1980 posts, RR: 6
Reply 9, posted (9 years 4 weeks 23 hours ago) and read 6293 times:
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Well, it depends of the airline policy.

If you have an AF flight and it will be cancelled, AF will rebook your flight to KLM and viceversa.

I remember a flight with TP that was cancelled and the portuguese carrier rebook me to its rival Portugalia.

El dia que los gilipollas vuelen, no podremos ver la luz del sol!
User currently offlineBoeingguy1 From Ireland, joined Jan 2006, 415 posts, RR: 1
Reply 10, posted (9 years 4 weeks 23 hours ago) and read 6292 times:

Last week (2/23) I was flying from EWR-CLT with a connection in IAD. The planes were late, and I called United and they told me they had rescheduled me on a direct flight on US Airways (I know they have some codeshare agreements).

Gatwick South! Id rather crash in Brighton!
User currently offlineType-rated From , joined Dec 1969, posts, RR:
Reply 11, posted (9 years 4 weeks 22 hours ago) and read 6251 times:

Isn't / wasn't there a rule at one time that said that an airline has to get you to your destination within 4 hours of your scheduled arrival time or they have to rebook you on the next available flight, no matter what airline and what class to your destination. Ah, I got it, it was Rule 73.

Of course, WN doesn't interchange tickert with other airlines.

User currently offlineHPRamper From United States of America, joined May 2005, 4347 posts, RR: 8
Reply 12, posted (9 years 4 weeks 21 hours ago) and read 6220 times:

When we have flights cancelled here at PDX, we can rebook them on any number of airlines...I know we regularly use CO, NW, AA and occasionally DL for this. If the pax want to fly WN though, we have to drop their bags on the carousel and they have to re-do the whole ticket counter experience.

User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 13, posted (9 years 4 weeks 18 hours ago) and read 6163 times:

Quoting 777ER (Thread starter):
Do every airline have to re-book a passenger onto another flight (including competitior) at their expense if one of their flights is cancelled?

As others have said, it depends on the policies of the airline and what agreements they may have with other carriers (interlining). Some of the low-cost carriers (i.e. Southwest) don't participate in the Interline Ticketing or Baggage agreements so they can't simply issue a ticket for a flight on the other airline, they would have to purchase it as a pax would.

Airlines also, generally, give themselves quite a bit of latitude as far as how (or if) they will reaccomidate/protect a pax...

I recently had a CO flight that took a 90-minute delay for Crew Rest... When that announcement was made they also requested that pax "return to the check-in counter or see the agent at gate 4 for reaccomidation"... at which point they started putting anyone and everyone on Mesaba/Pinnacle/American Eagle operated flights... That impressed me.


CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineMhodgson From United Kingdom, joined Dec 2002, 5047 posts, RR: 24
Reply 14, posted (9 years 4 weeks 18 hours ago) and read 6155 times:

I, along with about 10 other pax, were moved from a BA flight to an AF one from CDG to MAN after they downgraded equipment (RJ-100 to BAE146 whith a different seating arrangement).

No trees were harmed by this message. However, several million electrons were terribly inconvenienced
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