Sometimes it doesn’t and shouldn’t matter “who you are” with the airlines

Many travelers get frustrated with the airlines and tweet their frustration. If they’re lucky they might even get a response from the airline. But Will.i.am’s angry tweets last week made headlines, when the musician wasn’t happy with United Airlines.

In general, I’m on the side of travelers with customer relations. This time I absolutely side with United Airlines.

Will.i.am booked a first class seat on a flight to China and the airline gave his seat away.

“Plane leave at 1:15 I got to the airport at 12:30…@united is the worse…” he wrote. “I should have learned from the last @united experience.”

So, let’s see, 45 minutes before the flight leaves, he gets to the airport. Which is approximately when an international flight starts boarding. And 15 minutes after United’s check-in cutoff for international flights.

Technically United didn’t probably “give” his seat away, they probably gave it with an upgrade to another high-status traveler, and then in turn upgraded another frequent traveler from coach. Plus, it sounds like they got the plane off on time.

As much as it may frustrate the rest of us, it makes sense that big spenders get better treatment from the airlines. These travelers get shorter lines, special phone numbers, even assistance at the airport to make tight connections. If they spend a lot of money with a carrier, in the words of one frequent traveler, “treat you less badly.”

Most of these perks, however, don’t really affect those in the back of the bus. Holding a plane for someone, however, can affect getting out from the gate on time. And missing a take-off slot can lead to all kinds of delays, which in turn, can lead to missed connections for those on the plane who were there on time.

I have to assume Will.i.am eventually made it to China. However, for non-celebrity travelers, it’s not hard to avoid his kind of problem. First, if possible, check in online. There are two deadlines for every flight — #1 actually checking in and, #2, showing up at the gate.

For international flights, airlines absolutely want you to check in a minimum of hour in advance. The airlines want passengers at the gate a minimum of 30 minutes in advance. (Some domestic flights can be 30 to 45 minutes in advance.) If he had a boarding pass, electronic or otherwise, there is a chance, albeit a slim one, he could have made it through security and to the gate in time.

The worry with security, as any frequent traveler knows, is that sometimes even the VIP lines can take a lot longer than expected. Personally, I am a CLEAR member with pre-check with more than one such story. At Dulles, several of us one morning got stuck behind an older couple who had been waved into the “fast” line, and it took the husband a number of trips through the metal detector. Each time he remembered something else in his pockets. (Fortunately, I was early.)

There’s also an option, if time is really worth more than money, of booking an unrestricted coach or first class seat on a route with regular flights — travelers will either be able to be confirmed immediately on the next flight or go to the top of the standby list if they just miss their flight. In this case, it’s best to pick the airline with the most options.

Some travelers actually book unrestricted tickets on more than one flight, using different airlines; then, they refund the unused tickets. Others, have a travel agent or assistant on speed-dial to rebook them at the last minute. However, all this doesn’t work if passengers are traveling somewhere with only one or two daily flight options.

And the easiest way to avoid losing your seat? No matter who you are, get to the airport on time.

Previous

Next