Warning: When your flight is delayed, don’t walk away from the gate

Lara Wallace arrived at the airport for her recent Frontier Airlines flight to find that her delayed flight had no anticipated time of departure. So she and her friend decided to leave the gate area and have dinner. But as they settled in for their meal, they were alerted that their flight was taking off without them.

Now Wallace wants our help to get Frontier Airlines to reimburse her for the cost of the new flight that she was forced to purchase and incidental expenses. But is she entitled to this compensation? Read more “Warning: When your flight is delayed, don’t walk away from the gate”

Brush fires delayed me and I missed my Southwest Airlines flight — do I have to pay for a new ticket?

David Sadowski and his wife missed their flight because of brush fires in Tampa. They lost their original tickets, and had to buy new tickets that cost significantly more. Read more “Brush fires delayed me and I missed my Southwest Airlines flight — do I have to pay for a new ticket?”

If my plane is late, why do I have to be at the gate on time?

United’s early morning departure from Orlando to San Francisco is one of the more gruesome flights in the U.S.

Orlando International Airport is big, the security lines are long, and there are many infrequent fliers, especially families.
Read more “If my plane is late, why do I have to be at the gate on time?”

Is this enough compensation? Orbitz splits the difference on departure tax

Departure taxes are the final “gotcha” when you’re flying. Just as you’re getting ready to board a flight back home someone asks you for money, and threatens to deny you boarding if you can’t cough up the cash.

Fortunately, most departure taxes are already built into the airfare. For example, when I visited St. Lucia in 1993, I was told that if I didn’t come up with the money, I couldn’t fly back to New York. I had to stop by an ATM and pay up. But last month when I flew from St. Lucia to Miami, the $26 departure tax was included in my airfare.

Eduardo Castresana wasn’t so lucky on his recent trip to Peru. The country’s departure tax — about $6 — should have been included in the TACA airfare he purchased through Orbitz. He says for some reason, it wasn’t.
Read more “Is this enough compensation? Orbitz splits the difference on departure tax”

Are planes leaving earlier to lift on-time ratings?

This holiday weekend, you might want to consider checking in extra early at the airport. There’s evidence some airlines, in an effort to boost their on-time ratings, are instructing their flight crews to push back a minute or two early — and leaving some passengers stranded at the gate.

So-called “leave-early” policies have been around for as long as the Transportation Department has published on-time statistics, as I pointed out about a decade ago.

What’s different now? I’ll have the answer in a moment. But first, let’s hear from Aletheia Lawry, who was on the wrong side of an early departure on a recent Delta Air Lines flight from Houston to Hartford.

We were late pulling into Atlanta — we were forced to circle the airport for about 15 minutes and then were on the tarmac another 10 minutes or so while they tried to find an open gate.

We exited the plane and ran to make our connection to Hartford. We arrived at the Hartford gate about eight minutes before scheduled departure. The plane had already left. We banged on the Jetway door, to no avail.

Indeed, Delta tells passengers that they must be at the gate 15 minutes before departure or they risk missing their flight. Some cities have longer lead times (45 minutes for St. Croix and St. Thomas) while others are shorter (shuttle flights in Boston, New York and Washington have just a five-minute requirement.)

Not that the rules are doing Delta any good. Roughly 84 percent of its flights were considered “on-time” in September, according to the Department of Transportation (PDF). That’s about average.

Lawry is amused by that.

It amazes me that even with dispatching flights early, Delta can have such a dismal on-time record.

I’m not asking for a return to the times when they would hold a plane for connecting passengers, but to leave us sitting in the Atlanta airport because they left prior to departure time seems unconscionable. Can they actually do this to passengers?

Well, yes.

In fact, with more Web sites displaying on-time statistics by flight, and with executive bonuses being tied to on-time records (US Airways, for example) the pressure is on to push back as early as possible.

Meaning that when it comes to air travel, early is the new late.

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