The system of passengers being moved off oversold flights to accommodate crew or any last minute airline changes has been in place for years and certainly isn’t anything new to the aviation industry.
However, recent events on United Flight 3411 has brought negative attention to the system, with media reporting on the involuntary removal of passengers almost weekly.
This close observation of the system has created new and unnecessary fear among flyers, according to a new survey, which found bumping passengers against their will rarely ever happens.
Only around 30 percent of Travel Agents taking part in a Virtuoso Flash Survey said they’ve had a client happen to them.
Virtuoso’s Senior Vice President of Marketing Terrie Hansen said it was unfortunate that there’s been a “rash of these stories lately” on the subject, which only serve to create fear among the public who picture it happening to them.
“It’s an unsettling feeling,” she said.
However, participants in the Virtuoso survey said there’s ways to guard against bumping, for example consultants may want to reserve seat assignments for their clients as soon as they book and encourage them to check-in 24 hours before the flight to reconfirm seats.
Other suggestions include establishing a relationship with airlines and avoid seating customers in the very front or back rows of Economy Class, which may be displaced in the event of an equipment downsize on US domestic flights or reserved for families travelling with small children.
In the event that clients are asked to leave an aircraft, Travel Agents should encourage their clients to comply with the request, but politely ask for more compensation. Some airlines, such as United, offer up to $10,000 for involuntary changes.
Consultants should also insist their client be booked on the next available flight, even if it’s with another airline, and ask for a credit card-issued gift card instead of an airline voucher, especially if not a frequent traveler.