Can We Trust Airlines? The Truth About Flight Cancellations

You might want to think twice the next time you hear that a flight is canceled. (Photo: Thinkstock)

I know that flying isn’t always a perfect science. I understand that cancellations happen and sometimes delays are unavoidable.

But sometimes, there’s just no excuse for bad service.

On a recent Delta flight from New York to Nebraska — after two supposedly weather related flight cancellations (without a storm in sight), a total breakdown in communication, and unexpected and exhausting need for a rental car and an extra three hour drive — I felt like something was really awry. I felt like I was being lied to, and I’m starting to think my instincts were right.

Consumer advocate and journalist Chris Elliott has been researching airline procedures for years, and has found that airlines sometimes bend the truth when it comes to flight cancelations.

“When an airline cancels a flight because of something like a mechanical issue, they will usually they offer some kind of compensation to passengers…it’s in the contract of carriage” says Elliott. “So, it’s in the airlines best interest to label the delay as beyond their control. If an airline claims a delay is caused by weather, the carrier can save tens of thousands of dollars in hotel and meal expenses.”

So how can the airlines pass the buck amid apparently clear skies like in my situation? According to Elliott, a current loophole in the system makes it easy for airlines to mislead customers.

A little rain usually isn’t enough to ground a plane, there might be other factors in play. (Photo: Thinkstock)

“Let’s say you’re flying out of a city like Orlando where there is a rain shower every afternoon,” he explains. “You encounter a 20-minute delay, but then the crew times out and there’s no crew. So what started out as a weather delay, turns into a crew issue.”

Related: Trapped on the Runway: Airplane Delays From Hell

Currently, airlines only have to put the first reason for the delay in the computer. So even if the flight was eventually cancelled due to the crew, they can avoid admitting that. “The FAA only cares about the first reason for the delay,” says Elliot. “So the airline can just walk away, blame it on the weather, and they don’t have to accommodate passengers.”

I have the sinking suspicion that this is what happened to me on my flight.

The gate agent might not be giving you the whole truth. (Photo: Thinkstock)

After my original flight from La Guardia airport in New York was cancelled, I rebooked and prepared to fly out of Newark Airport in New Jersey the next morning. The forecast between New York and Minneapolis (my connecting city) was crystal clear, and when I got to the airport, my flight displayed as “on time” on the monitor. I went through security, and arrived to the gate only to be told that the flight had been cancelled. This time I received no text alert or email notifying me of the cancellation.

When I asked why the flight was cancelled, the gate agent said he didn’t know the cause, but it could be because of the weather. When I asked why I wasn’t notified, he said that my account probably didn’t have a contact number on file. I knew this to be untrue because 1. I am a SkyMiles member and my information has been on file for years, and 2. They sent me a text and email the night before with my boarding pass…so obviously, the airline knew how to get a hold of me.

I kept calm, and the gate agent and I worked together to rebook my travel. Everything that day was overbooked, and in the end, I had to take the train back into New York City, take a cab to La Guardia airport, fly to Kansas City, rent a car, and drive three hours to Omaha.

It was miserable.

In addition to the $400 I paid for the original ticket, I spent an extra $155 on trains, taxi’s, and rental cars.

One cancelled flight can set off a chain of events. (Photo: Corbis)

As passengers, cancellations trap us at airports, cause rising stress levels, and force us to shell out more money on food and accommodations. To think that an airline isn’t being completely honest, is not only unfair, it’s downright criminal. (Ok, not legally.)

My question is: What can we as passengers do to to avoid being misled? And sadly, I can’t seem to come up with answer.

When it comes to the flight notification systems, Elliott agrees that they are typically reliable. However, if something does go awry, airlines aren’t quick to take responsibility.

“When I talk to airlines they usually say they couldn’t notify a passenger because of a third-party carrier like Orbitz or Expedia,” says Elliott. “It’s the old IT trick they can use to avoid blame.”

Related: The Stats Don’t Lie: Worst and Best Airports for Flight Delays

As for relying on airlines to do what’s right, passengers shouldn’t hold their breaths; but Elliott does offer up one piece of advice. “Fly on an airline that has a reputation to protect,” said Elliott. “Some of the discount carriers, are more likely to throw the book in your face, and say it’s not their problem.”

Or do what I did. In my case, Delta is a reputable airline and I am a loyal member who is part of the Delta SkyMiles program. I wrote a complaint on Delta.com, and a few days later, a customer care representative called and promised to refund me the $155 I spent renting cars etc.

Will I fly with Delta again? Yes.

I’m just asking to be treated with honesty and respect.

Let Yahoo Travel inspire you every day. Hang out with us on Facebook,Twitter, Instagram, and Pinterest. Watch Yahoo Travel’s original series “A Broad Abroad.”