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Today I’m traveling to Japan with Ruriko and the kids. The plan was a single stopover flight on my usual carrier, who shall remain nameless. On checking from the car, it looked like the first flight was 2 hours delayed. And thus scene set for a chat.
Gate agent, who probably extremely new to this: How can I help you sir? Me: We’re flying internationally but it seems our first flight is delayed and the connection might be tight. Me, to myself: I never tell anyone their company failed when getting them to say that is easy.
GA: You don’t seem upset. Me: I am sure you have options for me. GA: I don’t see any flights that go to Detroit earlier. Me: I am sure you have options for me. GA: I can’t get you on that flight and don’t know what to do. Me: No worries. Do you perhaps have a button to push…
*whispered conference* Supervisor: So here are the other flights going out to Tokyo… GA: Oh that one. Supervisor: No, we prioritize domestic airlines unless they are entirely not available. GA: How do you know that isn’t domestic? Me, to myself: There are two Japanese carriers.
Me, to myself: They are identified as such by having the word “Japan” in the name. Granted one of them is in Japanese but not the one you’re looking at. Supervisor: *That, but ruder and quieter.* GA: No that’s (a domestic carrier). Me, to myself: Code shares are a thing.
Supervisor: The actual carrier is the one listed next to this mark. GA: Oh that’s not (a domestic carrier). Supervisor: No, it is not. But do you see a flight they do have? GA: Yes. Supervisor: So push this button to book them on it, then call (domestic carrier).
GA: Hi this is Jane Smith. Supervisor, whispers: *from (employer)* GA: from (employer). I just booked Patrick on (flight) and need a confirmation number. Supervisor: Party of four. He’ll really not want to only get one seat. GA: Party of four. Supervisor continues conferring.
Now returning to why I have learned to ask about options here: if you have someone who is either in a rush or very low sophistication, and you *guess* at a resolution path, you might have them engage that resolution path even if that is a much worse option.
“What happens if they can’t rebook you on an alternative flight the same day?” Then they’ll arrange lodging for you for the night, offer you a meal voucher or similar, and put you on a flight the next day. One can, if one wants, negotiate; their first offer is not their best.