Do Airlines Lie? Ever questioned if an airline’s delay excuse is truthful or just a lie? Should we hold them to the same standards they hold us to with baggage fees? Should I require the airline to submit a claim to me before charging me for my oversized bag or overweight bag? Perhaps the airline lies, and their scale was in need of calibration or out of compliance with industry standards. How do I know?!
As frequent travelers, many of us have encountered scenarios where our luggage exceeds the allowed weight or size limits, leading to additional charges. These policies are strictly enforced by the airlines, and it’s often our responsibility to comply with their written instructions regarding baggage. However, when it comes to delays and passenger compensation, airlines seem to provide excuses rather than the truth. This discrepancy raises an important question: are airlines transparent about the reasons for delays and cancellations, and what can passengers do to verify these reasons?
The Reality of Airline Lies: Delays and Cancellations
Airlines operate in a complex environment where delays and cancellations are sometimes inevitable. Common reasons cited include weather conditions, technical issues, and air traffic control restrictions. While these reasons are often legitimate, there’s a growing perception among passengers that airlines may not always be entirely transparent. Unlike baggage policies, which are straightforward and clearly outlined, the reasons for delays can sometimes seem ambiguous and convenient for the airline.
In 2023, The Way Away Traveler booked travel through Kiwi.com (about Kiwi.com in a separate post, but I do not recommend using Kiwi.com) from Orlando, Florida (MCO) to Toronto, Ontario (YYZ) aboard Lynx Airlines.
Lynx Airlines Flight Details
On May 11, 2023, Kiwi.com informed “Lynx Air rescheduled your flight from Orlando by 1h 30min”
On June 6, 2023, Kiwi.com informed “Lynx Air rescheduled your arrival in Toronto by 2min”
On June 9, 2023, Kiwi.com informed “Lynx Air rescheduled your flight from Orlando by 2h 5 min” and I will now be departing from Orlando at 17:05, 09 June 2023.
Also, on June 9, 2023, Kiwi.com informed “Lynx Air rescheduled your flight from Orlando by 15min”
Lastly, on June 9, 2023, Kiwi.com informed “Lynx Air rescheduled your flight from Orlando by 20min”
While patiently waiting for my Lynx Air flight to land in Orlando, it was relayed to me from a Lynx Air employee that the reason for the delay was due to crew rest and therefore unavailability of crew. However, when I called Lynx Air, I was told that the reason for the delay of the inbound flight was due to a mechanical issue and therefore not “controllable” by the airline, thus non-compensable. Naturally, when there are two conflicting reasons for the flight delay, I grow suspicious about the truth and then require definite answers that are relayed to me in writing. After spending several months going back-and-forth with Lynx Air, they finally realized I was not giving up and responded on August 29, 2023, with the following email:
Passenger Rights and Regulations
Various regulations exist to protect passengers’ rights in the event of delays and cancellations. In the European Union, Regulation (EC) No 261/2004 outlines compensation rules for passengers. In the United States, the Department of Transportation (DOT) provides guidelines on what airlines must offer in case of significant delays or cancellations. These regulations require airlines to offer compensation, rebooking, or refunds, depending on the circumstances. However, airlines may sometimes attribute delays to “extraordinary circumstances” to avoid compensation, leaving passengers frustrated and seeking the truth.
United States Department of Transportation: Aviation Consumer Protection
How to Verify Airline Claims
As passengers, we have several options to verify the reasons provided by airlines for delays and cancellations:
1. Flight Tracking Websites: Websites like FlightAware and FlightRadar24 offer real-time tracking of flights, including detailed historical data. By checking these sites, passengers can verify weather conditions and other factors that may have impacted their flight.
2. Weather Reports: Accessing reliable weather services like the National Weather Service or the Meteorological Office can help confirm if adverse weather conditions were genuinely responsible for the delay.
3. Air Traffic Control: In some regions, air traffic control information is publicly available. This data can provide insights into whether airspace congestion or other ATC-related issues caused the delay.
4. Social Media and Online Forums: Platforms like Twitter and aviation forums often have real-time updates from other passengers and aviation enthusiasts. These can be valuable resources for understanding the broader context of delays affecting multiple flights or airlines.
5. Direct Communication: Asking the airline directly for a detailed explanation and, if necessary, requesting written documentation can sometimes yield more transparency.
A Call for Greater Accountability
Just as airlines have no problem charging passengers for baggage issues due to clear-cut rules and measurements, there should be a similar standard of transparency and accountability when it comes to delays and cancellations. If an airline can charge me for an overweight bag based on their calibrated scales, they should equally be able to provide verifiable reasons for delays without hiding behind vague explanations.
In the end,
While delays and cancellations are sometimes unavoidable, airlines owe their passengers honesty and transparency. By utilizing available resources and demanding accountability, passengers can better navigate these disruptions and ensure they receive fair treatment. As a community of travelers, advocating for clearer regulations and more stringent enforcement can help balance the scales between passenger responsibility and airline accountability.
The Way Away Traveler encourages all passengers to stay informed, ask questions, and hold airlines to the same standards they expect from their customers. After all, if we’re held accountable for our luggage, airlines should be equally accountable for their service commitments.
Learn about Breeze Airlines here:
Leave a Reply