December 2, 2002
Remember the old saying, "the customer is always right?" Well, times have changed at today's airports. Airlines are hungry for your business and they're even hungrier for your cash. The days of free perks and easy upgrades are gone, and even a simple change of plans can cost you.
There is no single policy that can be broadly applied to all the carriers, which means you really need to be familiar with the policies of your particular airline. Read the fine print or consult with your ticketing agent prior to purchasing.
Some Rules to Remember
If you have a paper ticket and want to make a change, you will most likely need to pay a $20-$25 fee. If you have an e-ticket, non-refundable ticket, or a Web fare, you will probably be permitted to fly standby but will likely be charged about a $100 fee. If you've gotten a really great deal on a ticket and want to stay longer, this fee may be worth it to you. In fact, many of the low-cost carriers have been charging for ticket changes all along.
Remember that the "use it or lose it" ticket policy now common among major airlines, including US Airways, American, and Continental, requires that you use your ticket on the day travel is scheduled or you will lose your ticket. However, if you notify your carrier on or before the day travel is scheduled and pay the re-booking fee (approximately $100), you shouldn't have to forfeit your ticket altogether. Also note that any changes made to non-refundable tickets are subject to an administrative fee and have to be made in advance of the originally-scheduled departure. There will be times when making a change to your ticket could result in your having to pay up to a higher fare class altogether, a fare class that allows such changes to be made.
The good news is that perks do still exist for travelers who forego their seats on oversold flights. They just aren't as "perky" as they once were. Tighter rules are giving gate agents less flexibility and limited access to freebies. Gate agents are only permitted to offer a fixed amount of compensation to passengers who are voluntarily (or involuntarily) bumped to another flight. Airlines commonly offer flight vouchers or a free round-trip domestic ticket, although some airlines may only offer one or the other. Keep in mind that even these free tickets can come with restrictions on travel dates, mileage retrieval, advance-purchase requirements, and destinations (usually limited to domestic travel within the lower 48 states). Vouchers, however, can be applied to any flight but expire in a year.
It's worth noting that a 1978 law states that if a passenger can't make it to his or her destination within two hours of the original flight (this includes being bumped involuntarily) the minimum compensation due is merely $200.
Just remember that if you give up your seat and have to stay the night, you'll probably have to forego the posh hotel stay and swanky meal ticket. Instead, you're likely to be granted a standard room at the nearest airport hotel and a meal allowance.
Sometimes flying standby or getting bumped is the best way to go. But, if you've been waiting for that moment to be granted an amazing night at the airline's expense, it looks like you're going to be waiting for an awfully long time.
For more travel tips and advice, check out Amy Ziff's blog, The Window Seat, or her monthly column, Travel Trends & Advice from A to Z. To suggest a topic for a future column or to tell about a travel experience of your own, please email Amy Ziff at ask.amy@travelocity.com.
