We had booked flights from Guilin to Hangzhou. It should have been a short and easy trip. In the States it would have been. Instead it was a hassle of unexplained delays, difficult communications, and mild frustration.
Chinese air space is a clustered mess of disorganization, corruption, and purchased priority. Our flight was on a budget airline (not made of gold here!), and so as soon as the airspace in Hangzhou got crowded, which was immediately since Hangzhou is only about an hour train ride from Shanghai, we lost our spot. In addition to that, shorty after our flight arrived, the airline decided that our plane would be better suited to a different flight which wasn't supposed to board until an hour after our departure time. So now, with no plane and no departure priority, we were indefinitely delayed. Thanks. Oh, and of course they didn't tell any of this to us. The screen just read "delayed."
Now, if you have ever traveled with me or have seen me deal with a situation as this then you've heard what I call my 'big girl voice.' Things happen when I use my big girl voice. As the daughter of a pilot, an experienced flier in all kinds of aircraft (from 3 seaters to 300 seaters), and a general go-getter, I know just enough of the lingo, the right smile to give, and the right questions to ask to get the whole story. While we watched the Chinese sigh and sit back down (average ontime departure time for Chinese domestic flights is somewhere around 40 %), the foreigners, especially Americans, began to ask questions. Our poor gate agent spoke 10 words of English and none of them applied except "delayed." Big girl Bess was on a mission. We were going to Hangzhou to meet my really good friend. I hadn't seen her in a year, she was picking us up from the airport, I was tired and eager to get on the ground in Hangzhou.
Allow me to introduce Big Girl Bess' Guide to Handling Delayed/Cancelled Flights in a Foreign Country.
1. Smile.
When you are dealing with major communication barriers, conversations become based almost completely on non-verbal language. When strong words would maybe work in America or England, being soft and open (at first at least) is crucial. Never cross your arms. Don't gesture wildly, or even strongly. Smile and make eye contact. Nod your head a lot. Use every little bit of a common language you can muster. Even if it is poorly timed, an extra Thank You can go a long way.
2. Sometimes it is okay to play dumb.
After all, you are already the silly tourist in their eyes, so sometimes it is okay to act like one. You don't understand the system. You don't know the way things usually work. This is not only helpful at the airport but in almost any situation involving "officials." For example, I narrowly avoided being kicked off a train in Austria for having purchased the wrong (more expensive) ticket by "not understanding" German. In fact, it is working for me right now. I'm just about to take off at Beijing Airport, and although over the music in my headphones I have heard the announcements to shut off electronics in Chinese, I've feigned ignorance and the attendants walking past multiple times have also. Maybe it is cheating the system, but show me proof that my non-cellular ipad will affect the flight controls negatively more than the ipad the pilots are using and I will be the first to power down. You can't, so I will continue to type.
3. Pick your target.
A gate agent with an angry horde of foreigners isn't going to see you as a person with a reason, she is going to see you as a hungry stray wolf looking for a snack or as a hair in her beef noodle soup, either way she isn't going to be super helpful. It isn't her fault, it is the nature of the job, and there isn't much you can do about it so don't even add to her problems. Stash your bags with a travel partner and leave your gate.
First, try to find a customer service gate for your airline. Most airports in North America and Europe will have these. If you act fast you can get to one of these before the spill over of unsatisfied wolves from the gate realize they aren't getting anywhere and expand their hunting grounds. In the event that the customer service desk doesn't exist or the tasty agent has already been devoured, your next step is to hunt solo. Find an airport or airline agent who is walking, don't go to a desk. Not someone who is on a mission, if they are walking with a purpose then you are not their purpose and you will strike out. Grab their attention and BE NICE, you have ten seconds to convince them that your problem is more important to them than the bathroom break, security check, or delivery that they are supposed to be doing. "I'm sorry to bother you, but may I ask you a question?" or "I would like some more information, is there someone I can talk to?" work well. Also, if you are quick and willing to gamble (this works especially well for women) identify your subject, stand in their direct path and look around hopelessly confused. No matter where you are the male instinct to protect and help a woman exists. Let down your hair, put on that pretty sun hat, and give it a whirl. By my experience, women are more likely to follow the rules. Men are more willing to bend the rules. I am not sure what that says about society but if you are trying to squeak by something that might not be 100% kosher, well you might just get farther with a male ally. (5 our of the 6 times I've been upgraded, it's been by a male)
4. Be specific, but not overly. Be flexible.
Once you have a conversation started, explain that you just don't understand the situation with your flight. This will prompt your ally to lookup, call, or search for your flight and read the little all-knowing screen that holds the truth about the commercial aeronautical world and decides the flying fate of us all at some point. Great. Now your ally is more informed in the situation and should hopefully give you a smidge more information. (If not, ditch 'em and pick a new target). Here is the tricky part. These people have heard every reason under the sun for why someone needs to get somewhere. No matter what you say, it won't impress them. Your grandmother's funeral (real or not) doesn't phase them. Your connecting flight (especially on a different airline or alliance) doesn't mean anything to them. If you have a real, visible, and conflicting physical or health condition that is affected by the situation (You're flying to the hospital which just called to say they have that heart transplant that you've been waiting for for the last 3 years) then by any means communicate that and any person with a soul will bend over backwards to get you there. In the absence of organ transplant and severed limbs, it might just be better not to give a specific reason. Unfortunately, thousands of people before you have lied to these people to get some priority. It is quite possible that just being honest and not exaggerating will get you a lot farther. It has certainly worked for me. I use things like, "It is really important for me to get to Hangzhou this afternoon, I'm concerned."
5. Understand that sometimes there are no solutions.
Particularly in the case of weather and natural disasters, there may be absolutely nothing you or your ally can do. As much as it sucks to be stuck in Tokyo because of a typhoon in Taipei, there isn't much you can do unless you have a favor to call in with the big guy. If there is flooding on the runways in Beijing and your final destination is Beijing then you are just going to have to snuggle in and wait it out (which will be a while, silly Beijing).
6. Know what to ask. Be flexible.
In the absence of earth type issues with your flight (weather, disasters) and government conflicts (closed air space because of diplomatic or political matters), you have a surprising amount of options. This is where it is important to be informed and to know what to ask for. 60% of all flights are operated by an airline that is tied to an alliance. Alliances are conglomerates of airlines that have agreed to share the responsibility of getting passengers from here to there. They are terrifically complicated involving international business, airspace laws, and diplomatic associations. I could write pages on alliances and their inner workings but what you need to know is what airline you are flying, if it is part of an alliance, which one, and what other airlines are part of it. An airline will be far more willing to transfer you from their flight to a fellow alliance members flight than an unrelated airline because of a reduced cost to them. The alliances and their main American member are: oneworld (American Airlines), Star Alliance (United Airlines), and SkyTeam (Delta). Each of these have multiple other members all over the world. For example, Cathay Pacific (a major Asian airline) is in oneworld. If I were on a delayed Cathay flight but there is an AA flight and a Delta flight going the same direction, it would be much more feasible to transfer to the AA (in-alliance) flight over the Delta flight. In fact, I wouldn't even bring up the Delta flight unless absolutely necessary.
Asking to change flights can be a sticky business. It helps to have Internet access and to do the leg work before you get down to asking for it. Know what your flight options are. Be willing to make a different layover, take another stop, etc. Be aware of times and departure gates as well. For example, I once was on a flight destined for Rome from Chicago but had a layover in Philadelphia. The flight was dead in the water because of weather in Philly. (avoid layovers in Philadelphia at all costs). I found an in-alliance flight on Luftansa ending in Rome a mere hour after my initial arrival time but it was routed through Dusselfdorf. So now what was a domestic flight to Philadelphia just became an international flight to Dusseldorf. I had a really tight turn around time to get to the international terminal. It ended up working just fine and I was rewarded with an upgrade to Premium Economy but I could have easily missed that flight and would have really been stuck. Be careful what you ask for.
If you've already checked bags with your delayed flight you should probably just take a seat. No airline is going to send a baggage guy into the bowels of the airport to search for your black bag that is identical to the next 7,000. If the baggage has already been put on a plane they will not take it off and then the chances of your bags getting lost or drastically delayed triple. If this is the beginning of your trip this can be far more inconvenient than being 12 hours late to your destination.
If you are traveling in a group of three or more people your options are much more limited unless you are willing to split up. With today's economy being especially hard on airlines, flights have a very narrow margin of available seats.
7. Be a frequent flyer.
Not the real kind. You can fly once every ten years for all I care. You need to be a FF. Planning a trip? International or not, go right now to
aa.com,
delta.com, and
unitedairlines.com. Sign up for their frequent flyer programs. AAdvantage, SkyMiles, and MileagePlus respectively. It costs nothing. Write down your login info, password and member number for each. Almost every flight you book can be associated to one of these numbers through alliances. Enter the appropriate number at booking or at the airport. When your ally looks up your flight and ticket information, if they see you are a FF they might be more willing to help, evenif there isn't a single mile in your account. FF accounts are great for a lot of things but I will save that for a different post.
8. Know when to throw the towel in.
There are no other flights. All of the other flights are stuck with the same problem as yours. All flights are full. The gig is up. Stop pestering your ally, let him finally take that bathroom break. Go sit down, plug in your iPod, and patiently wait. Maybe things will change and you can start the process over. Maybe you will just have to wait.
So how did our flight to Hangzhou turn out? See #8.
I did end up finding a walking target. He spoke less than 10 words of English but used his personal cell phone to type in Chinese characters, translate them to English, and I did the same in reverse. He was the source of all of the information I had. Turned out our problem was because of cluttered air traffic around Hangzhou. Nothing I could do. There were other flights I could have gotten on but they would have had the same problem. My ally was incredibly kind and even stopped by our gate later to make sure everything was good. We were wheels down in Hangzhou three hours behind schedule.