Sunday Reader Question: How to Handle Unacceptable Schedule Changes to Flight Reservations
TPG reader Faith has a sticky scheduling situation:
"I booked an award travel on Air Berlin using American Airlines miles and they just changed my flights to new times that are terrible for me. Any suggestions on how to take care of that?"
Schedule changes are common. Airlines constantly update their schedules to adjust to demand, and unfortunately they're generally pretty bad at letting customers know about the changes. However, these can work to your benefit if you are proactive.
In general, if a flight changes significantly (that threshold varies by airline, but generally an hour or so or if you will misconnect), then you should be able either to switch to a flight that works for your needs, even if the flight you are switching to would have required more money to book, or to get a refund for your ticket at no penalty. In the case of using frequent flyer miles, you should be able to get a full redeposit of your miles with no penalty.
Also, your flight may be changed many different times, but if cumulatively the change is about an hour or so different, you should be able to get the free changes or refunds. Always reference the original booking confirmation when calculating the total flight changes.
In your specific situation, you will have to call American. They may be able to route you on British Airways, but just make sure they don't try to charge you extra fuel surcharges. Remind them that the schedule change was not your fault and you shouldn't be penalized. On the other hand, if you book a British Airways award, say with $500 in fees, and you end up changing to an American flight, make sure you get a refund of those taxes and fees. I had a friend recently who was rerouted off of British Airways and it took several times of contacting American, but he got his fees back.
General tips when calling to book a better flight due to a schedule change:
1) Search for alternative options yourself. The phone agent will probably try to reroute you on that carrier so they don't have to pay another carrier, but you shouldn't accept that if the proposed option is less than ideal.
2) Be reasonable. Don't expect to be rerouted on a non-alliance partner - work with the agent to find something suitable.
3) Double check your connection time. If the new schedule violates Minimum Connection Time for that airport, you have more leverage to get a better option. Call your airline to see what their Minimum Connection Time is for the airport you are flying through.
4) If your flight is eligible for a refund, check to see if purchasing a new flight would be cheaper. It may make more sense to refund the flight and then rebook at a lower cost, than having the airline rebook you directly.
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 5X | New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App. |
| 3X | Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines. |
| 2X | Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Pros
- Valuable dining and food-related credits
- Flexible rewards with airline and hotel transfer partners
- Multiple travel and purchase protections
- No foreign transaction fees
- Access to Amex Offers for additional savings (enrollment required)
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $8,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App.
- Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines.
- Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- Pay It® lets you tap in the American Express® App to quickly pay for small purchase amounts throughout the month and still earn rewards the way you usually do. Plan It® gives you the option to split up big purchases into equal monthly payments with a fixed fee. You’ll know upfront exactly how much you’ll pay.
- Updated! $120 Dining Credit: Earn up to a total of $10 in statement credits monthly when you pay with the Gold Card at Grubhub (including Seamless), Buffalo Wild Wings, Five Guys, The Cheesecake Factory, and Wonder. This can be an annual savings of up to $120. Enrollment required.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year at over 10,000 qualifying U.S. Resy restaurants after you pay for eligible purchases with the American Express® Gold Card. That’s up to $50 in statement credits semi-annually. Enrollment required.
- $84 Dunkin' Credit: Earn up to $7 in monthly statement credits after you pay with the American Express® Gold Card at U.S. Dunkin’ locations. Enrollment required.
- $120 Uber Cash on Gold: Enjoy up to $120 in Uber Cash annually with your Gold Card. Just add your Card to your Uber account and you'll get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an Amex Card for your transaction.
- New! As an American Express® Gold Card Member, you can enjoy complimentary Hertz Five Star® Status. Enjoy benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
- Take advantage of a $100 credit towards eligible charges* at over 1,300 upscale hotels worldwide when you book The Hotel Collection through AmexTravel.com or the Amex Travel App **. *Eligible charges vary by property. **The Hotel Collection requires a two-night minimum stay.
- Book your travel through the Amex Travel App with added peace of mind – backed by American Express® service and support. Only for American Express® Card Members.
- Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.