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Who pays the hotel bill for scheduling blunder?

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Who pays the hotel bill for scheduling blunder?

Q. We used Delta Skymiles to book flights from Savannah to Fairbanks and then Vancouver to Savannah for an Alaskan cruise tour.

While checking Delta's site two days ago, I noticed that they'd changed our Vancouver-Savannah flights, and there was a misconnect in the schedule, meaning that we arrived in Atlanta at 10:36pm but were scheduled to depart Atlanta for Savannah at 10:35pm...which is one minute before we even arrive.

I immediately phoned Delta, who concurred there was a misconnect, but they were unable to get us from Vancouver to Savannah on the original booked date. They could do it the following day only, necessitating an overnight stay.

When asked, Delta said that in the even of a schedule change, they aren't required to do anything to assist with accommodations.

Is that true? Shouldn't they provide a hotel?

A. If you hadn't caught the error, and you were to end up stranded in Atlanta, it seems to us that they'd be obligated to put you up for the night. At least that's what it sounds like, according to their contract of carriage which states:

C.  Schedule Changes, Delays, & Flight Cancellations within Delta's Control
 
When, as a result of factors within Delta's control, you miss a connection due to flight delays,
your flight is cancelled, or a substitution of equipment results in a change in the class of service
that you purchased or prevents us from transporting you, Delta will provide you with the
following:
.....
 
.....(b) Hotels
 
If overnight accommodations are available at Delta contracted facilities, we will provide you
with a voucher for one night's lodging when the delay is during the period of 10:00 pm to
6:00 am.   Delta will provide free public ground transportation to the hotel if the hotel does
not offer such service
.
 

That said, since you did catch the error prior to beginning the trip, they'll probably argue that you have full knowledge of the overnight stay, and by using the ticket, you are agreeing to the conditions of the itinerary. Not exactly fair, but that may be their reasoning.
 


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Sorry cazag4, I don't agree that Delta does everything in it's power to notify ticket holders of schedule changes. I too have experienced schedule changes twice without any notification. My phone and email address, which I verified with Delta as being correct in their system, hasn't changed in over 10 years.
by codnoz on Tuesday, January 27, 2009
cazag4, I've got to tell you, Delta has changed my flight from CMH to Tampa at least 15 times since I made the reservation, and has NOT ONCE notified me of the change, even though I have contacted Delta & Delta.com each and every time, and they have no explanation for why I have not gotten a notice. They double-checked my email address, several times. Their system is broken. One of those times, they switched me to a new flight # and a different plane, and their system assigned me a seat that did not exist. Every time they change my flight by 2 minutes, I lose my seat selections...

The last time Delta did me in a couple of days ago, was from CMH to SEA. I'm meeting a friend at the airport there, and she was going to have to wait 2 hours for me to arrive. They switched me to another, later flight -- 6 and a half hours later! I was able to work it out, but I was NEVER EVER notified. I've gotten obsessive about checking the website to make sure i still have a reservation and seats...

DON'T blame it on us. Delta's reservation maintenance system is crappy and broken.

by sayhello on Monday, January 12, 2009
How does one determine a carriers operating depth. I have experience more delays recently, the carrier being American Airlines and wondered if it was because they had reduced the number of planes it could call into service. Good advice to know what carriers the airline you are flying has relationships with. thanks
by tujungaholmes on Monday, January 12, 2009
Gone are the 'The Good Olde Days of Air Travel' with person to person reservations, higher air fares, BUT 'Solid Interline-Carrier Agreements and Protections and meals.
Now the consumer is in charge actually but the consumer needs to know firstly the carriers operating depth and any any association with other carriers, because any interrupted flights will only depend on those carriers services at best. Long layovers and overnight connections are common now to achieve lowest fare possibilities and the same applies to protecting rescheduled seats. As long as carrier start ups offering better services fail, the pattern of greater computer dependence and fewer services free or not will be selected by carriers. Research well before you book and then stay on your itinerary, unless you are full fare FC you are on your own. Research with a service like Airfare Watchdog and Choose wisely.

by wasVP on Monday, January 12, 2009
In dealing with airline schedule changes, the airline does everything in its power to contact you on changes. It is your responsibility to check periodicly for changes to flights, which can happen at any time. Its the airlines right to make changes to flights and schedules to accomodate there business. It is not there responsibility to see if your email address has changed or you got a new telephone number or that what you gave them for contact info is correct they are not mind readers. It is ultimately your responsibility to make sure that what you booked is correct. Schedule changes are done automaticly now, and they dont look at the whole itinerary, just the one thats being changed so it can result in misconnects and schedules that dont match, because it is looking for the next available flight in the class and fare that was originally booked. Fares and availabilty are subject to change all the time so a non stop that was not available for frequent flyer space may become available later if a schedule change happens. I personally check my flights constantly, and especially just before i go for last minute changes. I do not want to be surprised when i get to the airport and the flight already left out..
by cazag4 on Saturday, January 10, 2009
Delta did that to my wife a few years back. On a return trip from Eucador, they changed her connecting domestic flight to one that had (by Delta's own rules) an "illegal" connect time. When we called it to their attention, their only offer was to reschedule her on a flight some eight hours later. We pointed out that several other airlines had far more suitable connecting flights, but they refused to book her on another airline, and the ticket she had was non-refundable. Since it was Delta's decision to change flight times that left her sitting in the airport for a half day, this is equivalent to selling merchandise that did not meet its advertised claims. My very tired wife ended up hanging around the airport for the eight hours (indeed, there was no way of even getting through customs in Delta's allotted transfer time). We stopped flying Delta. Of course, we still get credit card ads from Delta Skymiles, even though Delta has long zeroed out our Skymiles balances.
by JonK on Friday, January 09, 2009
Delta made us pay for our hotel also. Different circumstances - my family and I were flying home from St. Lucia last March break and even before we left our resort we heard from other guests with a different tour company that the island only received half of the fuel allotment so they could not leave that day. We of coarse inquired immediately and Delta told us our flight was still scheduled to go but they would have to make a quick stop in Puerto Rico to get more fuel and then continue on - since we had a tight connecting time in Altanta we asked if this extra stop caused us to miss our connection would Delta put us up for the night - Delta St. Lucia said yes. Well - on arrival in Altanta we missed our connection along with 10's or others only for Delta Atlanta to refuse to put us up siting "weather" caused the delay and they are not responsible. With no choice in the matter I resigned myself to just pay the necessary hotel cost and talk to Delta head-office when I got back home - I resited the same story and they never changed their position even after admitting the extra stop was for fuel.
In my opinion, Delta is in the people pleasing business and all they did was make a lot of people upset at the end of their very holiday and for this paying customer I will never fly Delta again!

by not liking Delta either on Friday, January 09, 2009
Earlier this year we booked award travel on Delta from ATL to Cabo San Lucas Mexico. The only availability at the time was to connect in Mexico City on the going part, and in Salt Lake City on the return. A month or so prior to the actual departure I was looking at the website and discovered they had rebooked our return, such that our connecting flight from Salt Lake City to Atlanta departed on the DAY BEFORE we arrived from Cabo to Salt Lake City. I immediately phone and a very embarrassed agent quickly fixed it by putting us on the direct flight instead (the flight which had I booked it would have been double miles). The next thing that happened a week later was we looked at the website and our connecting flight through Mexico City to Cabo had also been changed to the direct flight. In all it worked out great, but Delta never notified us of any of the changes.
by Autopilot on Friday, January 09, 2009
Last July, checked my flight to PWM from SEA and found that Delta resceduled on their computer a change of plane in CVG. No change flight notice e-mailed or text. The SEA flight arrived 2 hours in CVG after the flight left for JFK. Called Delta and finally spoke to someone who spoke english. There were no flights available that day, so I took the red-eye to JFK the night before. Checked Delta web site later in the day and they were selling seats (non Y fares) to JFK & PWM. P.S. Northwest customers are looking to higher fees, less mileage perks, and poor customer service
by MissDelta on Friday, January 09, 2009
Dear "mickisue" - thanks for your comments but forgive me but I do not know how to use such a search engine to find the highest ranking employee in customer service for Delta - can you help me ?
by not liking Delta either on Friday, January 09, 2009
When in doubt...send an email to the highest rank employee that you can find. There are search engines to help you find that, google can help you find one. Calling and talking to employees will only get you so far. Even if you talk to a supervisor or a manager, which I advise, you will most likely get the run around. But emailing a highly placed employee, with the names of the employees who were unhelpful, can be surprisingly effective. Good luck!
by mickisue on Friday, January 09, 2009
Don't get me started on Delta. I book travel for my law firm, and I have 22 of my folks traveling down together and coming back on different dates. Surprise....Delta cancelled the return flights for four of them, and no one even picked up a phone or sent me an email to let me know. The trip is in about two weeks...when were they going to break this news to me??
by rubytiara on Friday, January 09, 2009
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