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Help! The Airline Modified My Flight Itinerary (for the Worse)


My query is about airlines switching itineraries, an enormous frustration for me since returning to travel after a pandemic pause. I’ll book a direct flight at time after which get an email days or perhaps weeks later with an inconvenient time change or an added layover or each. The worst was after I was planning a visit with my daughter to Tampa, Fla. In January, I booked a direct flight on Southwest Airlines that left Hartford, Conn., at 12:30 p.m. on April 17 and arrived in Tampa three hours later. Perfect. But on Feb. 15, Southwest emailed that they’d moved me onto a 6:15 p.m. flight with an almost three-hour layover in Nashville, getting me to Tampa at 1:10 a.m.! Why is that this OK? It’s like I purchased a pleasant Subaru Forester they usually delivered a dilapidated and rusty Trans Am and told me it was the one option. Phoebe, Massachusetts

Leave it to airlines to make automobile dealerships seem transparent by comparison. While you can definitely sue your fictional dealer for breach of contract, the actual Southwest was inside their contractual rights to cancel your original flight and put you on that midnight plane from Nashville.

There’s no law against an airline unilaterally changing your itinerary, and in such cases, the most important rule the U.S. government requires the airlines to follow is a flimsy one. If a carrier imposes a recent itinerary on a customer that will lead to a “significant delay,” the corporate must give you a refund, in your case $264 each for 2 “Wanna Get Away” fares, Southwest’s equivalent of economy class.

They did, but as you told me over Zoom, canceling the trip wouldn’t do: You desired to go to Florida, and had already arranged lodging. The airline gave you another choice, saying you can seek for another Southwest itinerary, then make the change online or through customer support (which you probably did, painfully, as we’ll get to later).

Dan Landson, a Southwest spokesman, said that though he couldn’t go into detail in your individual case, “there was nothing out of the strange that occurred.”

The truth is, it was all too strange: From other readers, friends and members of my family, I’ve received multiple similar tales of woe recently. However it’s hard to pin down figures on flights that change greater than per week before departure. The federal government’s Bureau of Transportation Statistics doesn’t collect such data, in response to the bureau’s Ramond Robinson, nor does FlightAware, the go-to site for statistics on airline delays and cancellations, in response to an organization spokeswoman, Kathleen Bangs.

The six airlines (American, Delta, United, Southwest, Alaska, JetBlue) I asked wouldn’t provide specific data. To be fair, such figures can be very complicated, since many airlines schedule flights 330 days upfront which might be “essentially placeholders,” said Suresh Acharya, a professor on the University of Maryland’s Robert H. Smith School of Business who has worked on airline optimization systems for twenty years. The schedules solidify 90 to 180 days upfront, he said, and plenty of changes — like a switch to a bigger aircraft — are barely noticeable to customers.

But Morgan Durrant, a Delta spokesman, did say that in early 2021 “there have been numerous schedule changes, beyond anything we had seen before” because the carrier added more flights and made other adjustments to its existing schedule. That wouldn’t be surprising for Delta and other carriers through the pandemic, considering the unpredictability not only of customer demand but of crew retirements and illnesses and delays in delivering recent aircraft due to supply chain disruptions.

When schedule changes do occur, said Southwest’s Mr. Landson, “we accommodate all our customers onto the following available flight. In some situations that might involve a much later flight than originally planned. It’s something that we don’t wish to occur, but infrequently it does.”

If you happen to’re annoyed now, Phoebe, you’re not going like this next bit in any respect. You were almost certainly the victim of industrywide policies that discriminate against a particular form of customer — let’s call them “normal” — who select the most cost effective airfare they will find, regardless of what airline it’s on.

That matters because, in response to Professor Acharya, airline algorithms rank passengers so as of importance, based on variables which may include fare class, loyalty status, whether you paid in miles or dollars, how big your group is and whether you’re an airline worker.

If you happen to need advice a couple of best-laid travel plan that went awry, send an email to trippedup@nytimes.com.

As you told me, Phoebe, you were in a position to find two other options on the Southwest website that worked higher for you. The perfect was a midday flight from just-as-convenient (for you) Windfall that just about precisely matched your original itinerary, the opposite a direct evening flight from Hartford on your required travel date. You were dismayed when the positioning wouldn’t allow you to on the Windfall flight, and in a vexing, eight-hour, on-and-off Twitter conversation with Southwest the following day, you learned it was because Windfall and Hartford weren’t “co-terminals” — a frustrating piece of jargon meaning that the airline didn’t consider them interchangeable. But you ultimately rebooked that evening flight from Hartford.

That’s annoying, but the massive mystery to me is why weren’t you mechanically rebooked on that evening flight. Mr. Landson surmised that by the point your number got here up within the seat reassignment process, others had filled within the open seats on the flight, but spots opened up by the point you looked.

Once I presented that answer to Professor Archarya, he warned that there may additionally be a “shady” possibility. Airlines sometimes tweak algorithms to provide weight to revenue considerations over customer satisfaction, he said, and it was theoretically possible Southwest held a few of those Hartford to Tampa seats open to maximise revenue by selling later. Mr. Landson objected to that, saying in cases like this one Southwest all the time books passengers on the following available flight if there’s enough room for his or her group.

Going forward, you and other readers can take measures to reduce such frustrations, though most often they are going to cost time, money or possibly each.

One option is to easily book closer to the flight date. As Mr. Acharya said, schedules develop into far more settled by 90 days out, so the later you book after that, the lower the possibility of changes. After all this doesn’t assist in the case of weather problems and Covid spikes that knock out crews, and it’s possible you’ll miss out on early bird prices.

Another choice, one which I’m now considering for myself, is to desert the “most cost-effective fare wins” strategy. Favor the airline that flies most on routes you frequent, spending $20 and even $50 extra as you’re employed your way toward loyalty status. (Airline-branded bank cards may also help, although they’ve their very own issues.) Status also helps when flights are canceled last minute as well.

Third, and possibly only value it when you’ve got a narrow window during which it’s essential to arrive for a marriage or one other essential event, is what George Hobica, founding father of airfarewatchdog.com, suggests: buy a second, fully refundable seat on a distinct airline at around the identical time. Refundable flights are costlier, but you’ll be able to cancel and receive your a refund anytime before your scheduled departure. So in case your original ticket is modified to an unacceptable time, you get a refund on that one and fly your backup; in case your original doesn’t change, you cancel your refundable backup.

After all, the road between corporate greed and customer satisfaction is hidden deep inside secret airline algorithms. However it struck me that we could solve no less than a part of the issue if airlines thought we’d be willing to pay more across the board for them to construct more slack into the system. I discussed that to Ms. Bangs of FlightAware.

“We now have a system like that,” she joked. “It’s called private aviation.”

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