Handling a missed flight situation

[jamesatfish]

Firstly, apologies to anyone on QF1424 this morning - if you were delayed because a checked in passenger failed to board that'd be my fault...

As it was the first time I've missed a flight where it wasn't the airline's fault, I'm curious to know how others handle this situation.

I woke up at about the same time as boarding would have commenced, so the first thing I did (literally) was call Qantas to let them know I'd not be on the flight. Unfortunately as a newly fallen Lifetime Gold member the call centre hold time made that pointless - I was able to get dressed, drive to the airport, park and walk to the check-in desk before anybody answered my call. So that was a big waste of time.

I asked the ticketing desk and the lounge staff if they had a number to call in those situations - both told me their numbers are private and the only way to get a message through is via the regular call centre.

I knew I wasn't going to make the flight but I could have saved others from unnecessary delay if QF had answered my call in a reasonable time.

How do others deal with this situation?

 

[justinbrett]

Firstly, apologies to anyone on QF1424 this morning - if you were delayed because a checked in passenger failed to board that'd be my fault...

As it was the first time I've missed a flight where it wasn't the airline's fault, I'm curious to know how others handle this situation.

I woke up at about the same time as boarding would have commenced, so the first thing I did (literally) was call Qantas to let them know I'd not be on the flight. Unfortunately as a newly fallen Lifetime Gold member the call centre hold time made that pointless - I was able to get dressed, drive to the airport, park and walk to the check-in desk before anybody answered my call. So that was a big waste of time.

I asked the ticketing desk and the lounge staff if they had a number to call in those situations - both told me their numbers are private and the only way to get a message through is via the regular call centre.

I knew I wasn't going to make the flight but I could have saved others from unnecessary delay if QF had answered my call in a reasonable time.

How do others deal with this situation?

It’s unlikely you delayed them at all. Unless passengers have checked baggage, the process of offloading pax is very quick and happens all the time. They can usually do this as part of the normal boarding process without delaying the flight.

 

[Mattg]

Out of interest, did they end up putting you on another flight? Were there any fees payable?

 

[jb747]

As long as you didn't disappear between checkin and the aircraft, there wouldn't have been a delay.

 

[cgichard]

I missed an SQ flight at FRA because of a delayed LH connection and I did have checked baggage. It was checked in by LH at TLS (Toulouse) and ticket all the way through to MEL via SIN on SQ flights. Maybe it caught the next available SQ flights as I did, as it was on the correct carousel when I arrived at MEL.

But in this context I do have a cautionary tale about trusting connection information given by a crew member when it conflicts with a pre-existing boarding pass.

The LH TLS-FRA flight was delayed by fog. Cabin crew were advising connecting passengers which gate to go to. I showed my boarding pass issued by LH at TLS for the SQ FRA-SIN 22.05 flight and was told "Your gate has been changed: it's now Z62." So, once the bus reached the terminal, I sped off to gate Z62, only to be told that was the gate for the LH FRA-SIN 21.05 flight. The gate for my SQ flight remained unchanged as B28, as printed on the boardig pass. Because it had been issued by LH it had their distinctive yellow band across the top. I presume the cabin crew member was misled by that, and did not look at the details of the flight to which I was connecting.

Those of you who know Frankfurt airport will know that from gate Z62 to B28 is a very long way indeed and involved using the connecting train. You will not be surprised that I failed to make it in time, and had to spend the night at an airport hotel. Fortunately, SQ were able (when their check-in desk opened next morning) to re-book me on the 12.00 noon flight with a fairly good connection through to MEL, at no extra charge.

I certainly hadn't anticipated that both Singapore Air and Lufthansa would have flights from Frankfurt to Singapore leaving within 5 minutes of each other. But in future I shall double-check connection information given by a crew member if it conflicts with the boarding pass I am holding.

 

[jamesatfish]

Out of interest, did they end up putting you on another flight? Were there any fees payable?

The ticketing staff at the airport rebooked me onto the 8am flight, at a cost of $150 which was a change fee plus the fare difference for the cheapest available class.

As luck would have it I ended up on a 737 in 13C with nobody in 13B, so it was a pretty comfortable flight.

As long as you didn't disappear between checkin and the aircraft, there wouldn't have been a delay.

In theory that's exactly what I did, as I checked in online at T-24.

 

[jb747]

I missed an SQ flight at FRA because of a delayed LH connection and I did have checked baggage. It was checked in by LH at TLS (Toulouse) and ticket all the way through to MEL via SIN on SQ flights. Maybe it caught the next available SQ flights as I did, as it was on the correct carousel when I arrived at MEL.

Your luggage won't be carried if there was any way that you could arrange to not be on the flight, whilst it flew.... But, if that split was totally out of your hands, it's not impossible that the luggage was allowed to fly as booked. The assessment would have been made at the time.

But in this context I do have a cautionary tale about trusting connection information given by a crew member when it conflicts with a pre-existing boarding pass.

Arrival airports generally send an ACARS with information on connections, and that is passed on to the cabin crew, so that's where their information comes from.

 

[justinbrett]

In theory that's exactly what I did, as I checked in online at T-24.

Checking in online won’t cause a delay. At very worst they may have paged you on final call, but this wouldn’t have delayed the flight.

From what I understand, a lot of no shows are people who are checked in online. It doesn’t mean they’ll wait for you.

I’m not convinced going missing between airport check in and departure when you don’t have bags would be any different.

 

[serfty]

...

As long as you didn't disappear between checkin and the aircraft, there wouldn't have been a delay.

In theory that's exactly what I did, as I checked in online at T-24.

Theoretically yes, but I believe JB was inferring the possibility of checked luggage.

Since you had none, then no delay.

If you had done OLCI, arrived at the airport, done a bag drop, then missed the flight there would have been a delay.

 

[OzEire]

How do others deal with this situation?

Perhaps similar, my anecdote in the "tested positive for explosives" thread was a 'failed to board after check-in' scenario. In that instance I was standing 25m from the departure gate (at security) as my name was called repeatedly over the PA ... while I waved at the gate agent. Thankfully VA moved me to the next flight without any hassle (VA WP on a flex, so to be expected).

 

[JohnK]

You did the right thing trying to call the airline. The call centre wait times are not good.

But one thing doesn't sound right. You were checked in for the flight and didn't present at boarding but didn't get a phone call? Is this a Platinum only benefit above Gold?

 

[jamesatfish]

You did the right thing trying to call the airline. The call centre wait times are not good.

But one thing doesn't sound right. You were checked in for the flight and didn't present at boarding but didn't get a phone call? Is this a Platinum only benefit above Gold?

I was on hold with the call centre for the entire drive to the airport, so unless there was a failure of call waiting on my mobile I don't think Qantas actively tried to call me. There were certainly no messages left on my voicemail - I checked just now to be sure.

I would have thought that a phone call to someone who checked in but has not boarded would be a standard procedure, not something that's based on status? A non-status flyer who had to leave the airport unexpectedly would hold up the rest of the aircraft just the same as if they were WP.

 

[JohnK]

I agree. Makes no sense if you have the mobile number contact details and don't bother calling when they have not presented for boarding.

 

[TheInsider]

I would have thought that a phone call to someone who checked in but has not boarded would be a standard procedure, not something that's based on status? A non-status flyer who had to leave the airport unexpectedly would hold up the rest of the aircraft just the same as if they were WP.

If they have got bags, then yes they would be getting a call. If no bags, then generally not (just way too many people then and wouldn't make any difference since they have got a time to take them off). Domestic flights passengers should be taken off no later than -6 minutes (even if they have bags or not).

 

[Melburnian1]

OzEire, did your instance occur at a smaller airport (with sightline to where you were?)

Did the staff member checking boarding passes at the gate notice you waving? If so, I can't see much harm in delaying the flight another 30 seconds to one minute while the explosives testing is completed and you then walk quickly (or sprint) to the gate.

 

[MEL_Traveller]

But in future I shall double-check connection information given by a crew member if it conflicts with the boarding pass I am holding.

Fortunately this is something you only experience once After that you'll always check the flight information displays regardless of connecting information given on board (via monitors) or by cabin crew. Even if you have a boarding pass gates can change in between the time of issue and your arrival at the connecting port. It's also worth checking flight displays in case your planned connection is delayed and you can start to make arrangements for new flights.

 

[cgichard]

Fortunately this is something you only experience once After that you'll always check the flight information displays regardless of connecting information given on board (via monitors) or by cabin crew. .

Actually I did glance at the flight information display as we entered the terminal from the bus, but I now realize it was showing only Lufthansa flights. I did think it odd that the departure time shown for Singapore was 5 minutes earlier than I expected, and it crossed my mind that it might have been a codeshare flight, with only the LH number showing on the screen. But I didn't stop to think further as I knew I was running late and must hurry. Yes, in future I shall always check for the exact airline flight number and time.

 

[OzEire]

OzEire, did your instance occur at a smaller airport (with sightline to where you were?)

Did the staff member checking boarding passes at the gate notice you waving? If so, I can't see much harm in delaying the flight another 30 seconds to one minute while the explosives testing is completed and you then walk quickly (or sprint) to the gate.

Sorry, i was lazy just referring to the other thread.

I tested 'positive' to the wand test and was detained for about 10mins while security worked out it was a false result. My bad for cutting it too close.

This was CBR gate 8, yes with direct sight line to security, only about 25m.