Thread by @patio11

An extended anecdote to demonstrate the power of a Dangerous Professional incantation: “What are my options?”

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’re going to miss your flight.
Me, to myself: That is very much not how they suggest phrasing that information in training.
Me: I understand. What are my options?

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…

… in case of an unexpected situation.
GA: Oh yes.
Me: Splendid.
Supervisor: What seems to be the problem.
GA: They can’t go to Japan because their flight is delayed.
Supervisor, quietly: Not how to say that.

*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: What if they don’t pick up?
Supervisor: 555 555-5555 Ops always picks up.
Me, to myself: Wow that line goes hard.

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.

GA: How does he pay you?
Ops: *stunned silence*
Me, to myself: Oh this is definitely neither a me problem nor a you problem but if you want a very detailed answer ask me after supervisor explains.

And thus, five minutes later, we were rebooked on a competitor. The original airline pays for it out of the Ops exception budget.

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.

For example, if I had said “Oh no. Can you get me to Tokyo tomorrow?”, a very, very new gate agent might have interpreted that as “Customer requested to change their itinerary.”

Anyhow, airlines are high competence institutions (including having training and support systems for people who are very very new to facilitating international travel during failure cases).

“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.