I just posted in a couple of different threads:

http://www.fodors.com/forums/threads...p;tid=34582645
and
http://www.fodors.com/forums/threads...p;tid=34579773

about a horrible travel experience with Virgin Atlantic.

I'm interested in knowing whether anyone has recent experiences with airlines who have done a GOOD job after something happens to disrupt your flight. To me that's the true test of any business -- how they deal with problem situations.

So ... were you ever in a situation where a flight was cancelled or seriously delayed, and you felt the airline deserved praise for how it dealt with the problem?

It's a good question. I can cite two recent examples. On December 23rd my daughter was scheduled to fly from Ottawa to Halifax on Air Canada. Unfortunately, there was a huge storm in the east that day. Knowing that operations were likely to be affected, the airline issued a press release on the 22nd saying that they would rebook passengers on earlier or later flights if space were available. The airline waived the change fees they would normally charge.

My daughter couldn't leave any earlier, so she ended up waiting about six hours in Ottawa for a flight that was eventually cancelled. While she complained about a lack of communication at the airport, I can only tip my hat to the AC staff who were on the phones that day. I was able to get her on the next available flight, which was on the afternoon of the 25th. It sounds like a bad story, but I think the airline was proactive in the first place and subsequently did their best to work their way out of the mess.

The second example was the same airline, two weeks ago. I was on their flight from Hong Kong to Toronto, which was delayed five and a half hours due to a mechanical problem with the incoming aircraft. I checked both their website and their local telephone line before going to the airport. Both sources of information clearly indicated the expected duration of the delay. When we finally boarded in Hong Kong, each passenger was given a form letter signed by an AC VP apologizing for the delay and offering 4000 frequent flyer points as compensation.

I guess you can't control the weather, and I accept that airplanes develop mechanical problems. When this happens, though, the airline's ability to empathsize, communicate, and compensate is what makes the difference.

Anselm

I was in a scary situation on a BA flight in August 2004 and I thought the crew was superb. It was a flight from IAH/LGW. On take-off one of the engines caught fire. The plane filled up with smoke and we had to make an emergency landing and evacuate on the slides. I cannot say enough about how professional and calm the captian was as he spoke to us in the air. Equally so, the FA's and ground staff were extremely kind and caring about our ordeal.

When I got home I felt a need to tell the world how well BA and the Houston Fire Department handled this situation. One way of getting the word out was to post a thread on this board. Here it is if you are intersted.

http://www.fodors.com/forums/threads...p;tid=34524572

KLM is tops in my books when problems occur.

At Amsterdam the flight to Venice was delayed for hours as the Italian flight controllers had gone on strike. The KLM staff knocked themselves out to communicate and keep us all up to date.

Another time a KLM flight out of Venice was delayed due to fog. I could not believe it, they had staff at Amsterdam meeting us at the airport shuttle bus, they commincated with the gate and we actually got on our flight to SFO.

In Bologna I fell and hurt my knee. When I flew home two days later my knee was badly swollen and it really hurt. A KLM staff member got a first aid person to take me to the front of the long security line and took me through security. They then rearranged seats (fortunatly the plane was not completely filled up) so that I could have all three seats in order to elevate my leg. They brought me pillows and blankets and could not have been kinder.

Nonnafelice you had a good idea with this thread. We all love to complain about companies that do not give proper service but we often fail to acknowledge companies that do.

And I agree, the true test is how they deal with the problem.

LoveItaly, thanks for reminding me of a situation my late grandmother had with KLM. She went on a trip to Africa with a tour. On the third day of the trip, the bus driver was driving like a maniac on a dirt road, and she was thrown out of her chair and broke a vertebrae (sp?) in her back. She had to return home immediately.

The tour company didn't care and did nothing for her, but she couldn't say enough about how KLM took care of her on her trip home. The FA's went out of their way to make sure she was comfortable and ground staff assisted her at the airport during her layover in AMS. Although I haven't flown w/KLM, I still think of this story when I hear about KLM and I am still grateful for their care of her.

Too many details to recount here but my daughter and I experienced a situation in Venice last December.Air France was horrendous. Excuse me, HORRENDOUS. They could have easily solved the problem THEY created but refused.However, Delta was able to help me and my daughter and resolved the entire problem with the kind of graciousness Air France cannot ever understand.

I had a really wonderful experience on US air a number of years ago. I was on my way to Washinton but had to stop in Philly. I had my boarding pass for the second flight..somehow i missread it and I ended up waiting at a gate which in fact was my seat..entirely my fault! By the time I realized it, I had missed the plane. I found someone from the airline to talk to who refered me to whomever was in charge..I had missed the last flight out and actually was asking about a bus or train to Washington as I had a am meeting. He looked at the schedule and told me the early am flight would get me there within 15 mins of the meeting. I then asked him for the name of an airport hotel. He sent me on my way to the hotel and arranged for the stay to be "on the house"! The real irony was that I had complained to one of my coworkers before the flight that I was annoyed that i had to go on US ari. This one experience meant that I have never again felt that way.

You reminded me of why airllines are all about the people who work for them.

I was flying AA to Paris a couple of years ago. I was so fogged in in Buffalo that I missed my flight and had to fly out the next night.

I'd planned the trip for months including a good seat next to a window where I could sleep. As I boarded a French couple and a number of people near them bullied me out of my seat so that they could sit together, 'we're in LOVE' the woman insisted. The choice seemed to be, thwart two people in love and earn the anger of my fellow passengers or give in. I gave in.

I was furious and went up to the kitchen between coach and business, trying to get to the bathroom. I didn't make it. I just had time to duck behind the galley curtain before I burst into angry tears.

A steward came in to shoo me out, then realized I was upset and asked me to explain. I did and he offered to roust the lovers out of my seat. Remembering the sympathetic fellow passengers I insisted he let it go.

He regarded me a moment, reached behind him and handed me a glass of champagne. I was tired and embarrassed at my tears and that glass of wine was just what I needed. I pulled myself together and went back to my new seat. I'll never forget the kindness of that steward in the middle of his busy, busy night.

How nice to hear that in spite of so many complaints that thanks to nonafelcie we also get to hear about caring and helpful airline personnel.

Oh P_M, I cannot even imagine what your dear grandmother went through. My problem was just my stupid knee. But nothing like a terrible back problem. Good for KLM. And I know what you went through with the the BA flight a a year or so ago. That had to be so awful but obviously the BA flight crew handled everything above and beyond what the rules require. Thank goodness!

It is good to read post about wonderful and helpful airline employees. Heaven only knows they are not overpaid. And in this financial climate they sure must not feel as though they have job security. And why we passengers worry about security I always think of them, flying all the time, at the mercy of some "nut". Percentage wise their odds of having a problem is so much greater then ours.

Maybe what we all need to do is treat airline employees with consideration (they do not make the rules after all), show our appreciation when they do go out of their way to help us with travel problems and remember that they too are humans with the same worries and frustrations that we have. And probably with family and loved ones back home.

Safe and happy travel to everyone.

pyork--I would recommend some assertiveness training. Seriously--it can do wonders for folks who tend to give in to unreasonable demands in order "not to look bad" or "avoid a scene." Mrs. Fly had such training through her job many years ago, and it made a huge improvement in her day-to-day dealings with other people.

I work for a company that has offices in Athens and for years I have travelled there from Edinburgh via London. Usually always with British Airways.

For the first time I had been ticketed to Athens with KLM via Amsterdam. The journey out was great and on time. Coming back we left Athens a little late but the captain explained in detail the reasons (he had been asked to delay the flight home due to seriously bad weather over the Netherlands).

The flight itself was fine until about 20 minutes out of Schipol when an announcement was made that it was going to be a bumpy landing. In my years of flying I had never had an experience as bad as this. During the final descent I was convinced that we were not going to make it as the aircraft seemed to be losing the fight against the atrocious weather. Also, for the first time ever I heard passengers screaming.

Just before the wheels touched the runway a gust of wind lifted the plane violently and it felt we were about to be turned over. I remember closing my eyes and thinking 'this is it'.

Thankfully it wasn't 'it' and when we rolled forward to the docking area I watched KLM bring in service that was simply fantastic. After the flight crew went round to everyone on the aircraft to check they were OK we were met in the arrivals area by a large number of KLM staff who took fantastic care of everyone but particularly those who were so visibly shaken. I have no idea where all those KLM staff came from but for each two or three passengers there was a member of staff there to help them. That help was a chat, coffee and arranging onward connections. They walked with us to our individual departure gates and checked finally that we were OK.

Our onward flight staff must have been told about our bad landing as they sat with an elderly couple on my own flight to Edinburgh who were badly affected and had initially refused to get on the aircraft for the last part of their journey. Oh and there were a good few extra glasses of whisky passed to me on that final segment.

From that day, each and every flight to Athens I have taken has been with KLM.

I've had my share of problems flying American, but there is a good reason I stick with them. Three examples:

Flying from Miami to London, then transfer to BA for flight to Amsterdam. At the Miami Airport when all passengers were boarded, the plane had to be emptied and rechecked thanks to a problem from security. "UH-oh, there goes our connection" we thought, as 300 plus passengers had to be unloaded, all the luggage had to be taken off, and then everybody back on. Can you believe that they were so organized that we actually left less than an hour late, and made up the time arriving in London slightly early? I see most airlines falling apart trying to accomplish that.

In Ft. Myers flying to Seattle (via Dallas) for a weekend. The plane has a mechanical problem, but they know what it is. American gets on the phone, calls Miami (a hub) and actually flew a mechanic over with the necessary part on a plane that was just about to leave from Miami to Ft. Myers anyway. Short flight, the mechanic arrives, he installs the part, and we were on our way -- this time in just over an hour. Most airlines would have cancelled the flight and scratched their heads for about 24 hours.

Miami to New York. Again once the plane is loaded there is a mechanical problem. Without spending hours thinking about it, they managed to get another plane (one of the reasons I DO like flying out of hubs -- planes may be available). They completely emptied our full plane directly into another one they brought to the next gate, and we arrived in New York about an hour and a half late.

I could also mention the times I was upgraded due to problems, or the nice way that customer service has treated me.

Want horror stories? Let me tell you about my limited experiences with the "lying" British Airways sometime. Never mind, I already have.

Nonna, sorry about your horrible experience. Just last week, we had a very positive experience with British Airways (to my surprise, as I've had some problems with them in the past). My family, four of us, missed a flight from London to Italy - totally our own fault, getting stuck in horrendous traffic - and were traveling on non-refundable, non changeable tickets. At the information desk, a helpful member of staff immediately rebooked us on a flight the next morning and charged us nothing. She even offered us several alternative routes that would have got us to Italy that night and waited patiently while we deliberated. It cost us a hotel at the airport for the night, but that is all. I think that for every bad experience traveling there is a good one out there waiting for you. I hope your next trip goes a lot more smoothly.

we've had two flights canceled...

the first was a lufthansa flight out of naples, italy. the staff re-routed us on corsair to paris and then on airfrance back to atlanta. no problem and we actually got in earlier and had better seats.

the second was over this past christmas. because of an equipment problem air france had to cancel their most popular flight from atlanta #301. they put us on klm which went thru schipol rather than direct which caused us to lose some time. but they were diligent about correcting a nobody's fault problem.

hey, a canceled flight is like a flat tire. you don't like it, but it happens and you deal with it. if you stay pleasant with the staff that are more than likely genuinely trying to help, you'll be fine.

if you freak out and give said same staff a hassle, plan on being re-routed thru lituania the following day.

Everytime an airline thread appears I make the same comment: Please take the time to watch Airline on A&E (Monday 8-9pm). It'll give you a good idea of the crap airline folks have to deal with. Working in the service industry can be very unpleasent and while that's no excuse for rude airline employees, try to bear in mind what they have to deal with. The thing that strikes me the most about watching the Southwest gate agents on Airline is just how many drunks show up for their flights. I've flown quite a bit and have never seen someone denied boarding for being loaded, but every episode of Airline seems to have a couple boozers being kicked off the plane.

I think the UK version of Airline is a lot better because they deal with more interesting issues. In addition to customer service glitches, they deal with problems like people coming into the UK w/fake passports, bringing in unusual animals, and other immigration issues. Only once have I seen a "drunk passenger" scene in the UK version, and it was brief.

In the US if you want to make a "reality" show popular, make sure you have both of the requirements below:

drunks
obese people

I saw your previous post and couldn't believe it. We have had many things happen to us over the years but we have been fortunate to get them resolved. I fly NWA or their partner airlines and have found that it is the ground staff who can make or break the travel experience.

The NWA experience that comes to mind is when the young family with the newborn were booked in our seats. My wife has bad knees and I had reserved row 22 (DC10) because it has more legroom. We offered to give up our seats hoping to get put in first but first was full so we were put in seperate seats far away from each other. When the whole thing started I identified myself as a NWA platinum member but that didn't matter. To make matters worse our bags never showed up in Paris.

I did contact NWA customer service and she explained that the ground crew is just trying to get the plane away and sometimes they dont make smart decisions. She also gave my wife daughter and I 10,000 miles each.

Rufus T. Firefly, you're perfectly right about getting more assertive, and I would have tried harder if I hadn't had the prospect of sitting next to the disgruntled boyfriend for six hours -- and if my flight weren't already a day late.

Wow, the scary flights sound awful. KLM staff are to be congratulated.

I have at least one aquantance who works for an airline. From what he tells, the things you see on 'reality' t.v. aren't the half of it.

A couple of people have mentioned good experiences with KLM, and one (in passing) a horrible one with Air France. Somehow I had missed the news (until I saw a reference to it this morning) that Air France actually purchased KLM about a year ago. Doesn't bode too well for hopes that KLM will keep its good level of service, does it?

I also saw this morning a report on a recent survey of customer satisfaction levels with airlines. The two top ones were not international -- JetBlue and Southwest. Delta was number 3. Northwest was at the bottom. Doesn't Northwest partner with KLM?

A friend of mine just wrote me about having to get from Milan to Kiev during the recent snowy siege in Italy. She said Lufthansa did a good job of routing them around, given the weather conditions they had to deal with. It did take 24 hours, but at least they got there, and Lufthansa managed to book them in on other airlines to finish their trip.