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“The check-in agent at airport X expressed gratitude for their supervisor’s kindness today, stating that they were fortunate.”
I was actually the lucky one. Both she and the supervisor she spoke to behind the scenes went out of their way to assist a disheveled traveler who had just arrived in the rain.
I had a delightful few days discovering a previously undiscovered area of Europe, but my adventure was cut short by heavy rain in November. I quickly boarded a train to airport X, where I had a flight booked with airline Z.
What is the reason for keeping it a secret? The airport employees made a decision to change my flight to one that departs 90 minutes earlier than the one I originally booked. Considering that I purchased the least expensive ticket available and was informed at the time of purchase that it had no flexibility, there was no need for them to be so generous to a budget-conscious traveler.
The solution they came up with was to make it seem like I had been forced to take a different flight: I even received an automated text message apologizing for the inconvenience.
I do not wish to cause any issues for the staff’s kind gestures, nor do I want to set the precedent that airline Z will always accommodate passengers by switching them to more convenient flights without any cost. However, I do want to address the complex matter of being able to board an earlier flight if you have extra time available.
If there are no additional complications, such as already checked-in luggage, should airlines permit a passenger to switch seats if one is free?
A potential perspective suggests that offering a complimentary alteration benefits both parties. The customer is satisfied and more inclined to choose the airline for future bookings.
The carrier has the ability to decrease the potential impact of future disruptions. This can be explained by the following scenario: If a flight has empty seats and a dozen passengers who were originally scheduled for a later flight are allowed to board and reach their destination, the flight can proceed without any issues.
The upcoming flight may experience a technical issue resulting in an overnight delay. This could potentially save the airline £1,000 or more by needing to find 12 less hotel rooms, as well as avoiding the intangible loss of goodwill.
I am acquainted with a previous manager of an international station who, while stationed at a remote location, consistently permitted passengers to depart earlier than their scheduled time for this exact purpose.
Why is the option not regularly provided by airlines? This is because the last flight of the day on a multi-frequency route is typically the most affordable (which was true in my personal experience). This is logical as there are fewer available connecting flights and limited options for ground transportation.
If airlines permitted travelers to change flights without a fee, those with some flexibility would likely choose the final flight of the day, causing carriers to lose revenue from earlier flights.
British Airways, which is not airline Z, holds the opposite belief. I made a reservation for a flight from Belfast to London at (if I remember correctly) 5pm. However, the flight was cancelled and I was given the option of departing at 3pm or 7pm. I opted for the later departure as a precaution.
Unfortunately, I reached the airport in time for the 3pm flight and attempted to present my argument for switching to it. Despite my reasoning that I had never intended to take the 7pm flight, my request was ignored.
It is possible to pay for the opportunity to change your flight. However, the typical additional cost of “price on the day” (which is usually very high) minus “original fare” (which is usually very low) often results in an exorbitant cost. For instance, easyJet offers the option to switch to an earlier flight for a fee of £49, which seems quite steep. In my experience with easyJet flights, this fee would be more than the original fare; I think a fee of £20-£30 would attract more customers.
At this time, I have a positive attitude towards airline Z and plan on booking with them again in the near future. However, if I happen to arrive at the airport early, I will not anticipate receiving a complimentary change – but I will still be grateful for the previous experience of receiving an unexpected act of kindness.
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