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Expecting the World
ChrisCrossings · September 9, 1999

Q: My 83-year-old mother was flying alone, returning to Hartford, Conn., from Fort Myers, Fla. on US Airways. I called the airline before I left my home to inquire about the status of her flight and was told everything was on time. We arrived at the airport well in advance of the required one hour before departure time. I positioned her in a wheelchair inside the terminal and waited outside in a very long line to check her in. When I finally got to the counter, the attendant could not find her reservation. Finally, they explained that there had been a schedule change and that the connecting flight from New York to Hartford had been canceled. The attendants rebooked my mother on a later flight, this time with a stopover in Charlotte. But the ripple from this change affected everyone personally involved with my mother's return home. I am determined to get some kind of compensation. What can I expect?

-- Judith Roberts-Doty

A: Nothing. According to US Airways' Terms of Transportation, it may cancel all reservations without notice if the passenger isn't present at least 10 minutes before departure. But the summary of its terms on the airline Web site doesn't make any mention of this. You have to go to a ticketing counter in person if you want to secure a full copy of the contract.

In your mother's case, she arrived well in advance of the cut-off and her reservations were still wiped out. What happened? A connecting flight was cancelled, which apparently zapped her entire itinerary out of the system. Don't you just love technology?

Turns out US Airways did try to make the inconvenience up to your mother by upgrading her to first class on her return to Hartford. It didn't have to: according to its rules, it only needed to find her a seat on the next flight out, which it did. In my opinion, US Airways has already compensated your mother and shouldn't have to do anything more.

My advice is to be certain that this never happens to your mother again. When you call an airline to make sure that a flight is departing on time, don't use its automated phone system, which will only tell you if a given flight is leaving on schedule, but won't tell you if you're on it. Hit the "zero" key and talk to a real person. Ask about your reservation and get the attendant's name and station number. That way, if something goes wrong, you can say, "I spoke with so-and-so at station 'x', and they said I was confirmed on this flight."

It's also helpful to speak with the airline's special services department when your mother travels. Being mobility-impaired is reason enough to notify the flight crew. Your mother could be tagged as a passenger who will get a courtesy upgrade at best, and at worst end up with a very good seat in economy class.

I reviewed the three-page letter you sent to US Airways after the incident, and I think it might be helpful if I commented on that, too. I would strongly suggest that you write a complaint letter only when the airline in question has neglected to follow its own rules. In such a situation, be sure that you also know what kind of compensation would be appropriate.

Simply asking for compensation isn't enough. You should know what you want from the airline -- a voucher, cash or an apology. Like every other customer service department, US Airways' is inundated with letters long on details but short on specifics about how to resolve a given problem.

Sending an airline a vague and long-winded complaint letter virtually ensures that you'll get a form response -- or none at all.

Christopher Elliott's column appears on Thursdays. All e-mailed questions to ChrisCrossings become property of Ticked.com and may be edited, condensed or republished at the site's discretion. You may reach Elliott at christopher@elliott.org. Or visit his home page at http://www.elliott.org.