Insider tips from a veteran gate agent and ops manager · Not affiliated with any airline

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Insider tips from a veteran gate agent and ops manager · Not affiliated with any airline

Help! My Flight's Delayed or Canceled!

Step 1 Which airline? Select an airline

Booked on a codeshare flight?

At the airport, start with the operating carrier: look for “Operated by” on your itinerary or boarding pass. For refunds or ticket changes, contact whoever sold you the ticket. That could be an airline, a travel agency or group travel agent, or a booking site like Expedia or Priceline.

Tap your airline above to unlock the rest of the guide.

Step 2 What's happening? Select an event

Step 3 Does any of this apply? Optional

Tap any that apply to your trip or someone traveling with you. They change the advice, especially about switching routes.

If not, tap Next.

Step 4 Do this now

Optional Compare arrival times

Pick the option that gets you to your final destination soonest, not the one that looks right on a map.

Find two options: your original or next flight, and one alternative, like a nearby airport or a different connecting city. Flight times are in the airline app or on Google Flights ↗.
For each option, answer the five menus.
For the drive from the airport to where you're going, check a map app.
The green box at the bottom tells you which option gets you there first.

Example already filled in: waiting two days for your original flight, versus flying into Ontario (ONT) tonight and driving home to Palm Springs.

Reference Nearby airports

Your final destination is where you're actually going, not one particular airport. Each airline decides which airports it treats as interchangeable, so ask. If you have a checked bag, it usually keeps going to your original airport. Tip: find your checked bag claim tag, the sticker the agent gave you at check-in, to see which airport your bag is checked to. Most airline apps can track it too. Don't switch airports for a child flying alone unless the pickup adult can get there too, and confirm wheelchair help at the new airport before you accept. Search all of them on Google Flights ↗

Reference When the new route feels wrong

About Who's behind this guide

Your playbook, from the other side of the counter

4 major U.S. airlines
From gate agent to regional manager of customer service
Some of the busiest airports in the world

There's a saying in aviation: no two days are ever the same. After a career at four major U.S. airlines, working my way up from gate agent to supervisor, manager and regional manager of customer service, I can tell you it's true.

I've been on the other side of the counter (and the call center) with an endless line of frustrated passengers. The event was different from passenger to passenger, but the playbook of what to do was always the same.

I built Rebook Rescue to empower everyday passengers with their own playbook: what to do, step by step, when your travel plans start going downhill.

Rebook Rescue is independent and isn't affiliated with or endorsed by any airline, including the ones I've worked for.