What to Do When Travel Reservations Go Wrong
Despite your best efforts, travel reservations will sometimes fall through — putting your carefully planned and eagerly anticipated trip in jeopardy. Whether you’re facing an issue with a canceled or delayed flight, a car rental, or a hotel room, here’s how to handle it in a way that will preserve your sanity and lead to a better outcome.
General guidelines to keep in mind
When you face a travel setback, it’s important to stay as collected as possible. Keeping your cool can help you make the most of the situation and increase your likelihood of finding a solution.
Also, be sure to document everything about your ruined reservation, including confirmation numbers, dates and times, employee names, and more. This information could come in handy if you need to seek a refund or file a complaint.
Flight reservation problems
If your flight has been canceled, U.S. News & World Report recommends connecting with an airline agent in person, on the phone, or both to find out your options for rescheduling or canceling the trip altogether. Then, request a full refund if you’re canceling rather than rebooking — in many cases, this is required by law. Be sure to read the airline’s cancellation policy to understand its policies and your options. If you’re refused a refund that’s due to you, you can escalate by filing a credit card dispute or a complaint with the Department of Transportation.
If your flight has been delayed, U.S. News suggests researching the airline’s other flights to your destination and checking whether you can switch to a different airline. For especially long delays, ask the airline for hotel or meal vouchers to help recoup some of your unexpected costs.
Rental car reservation problems
Rental car companies are currently dealing with understaffing and vehicle shortages, increasing the odds that you’ll encounter a problem with your reservation. If you arrive at the rental location and the vehicle you reserved isn’t available, USA Today notes that it is industry practice to upgrade you to the next class of vehicle at no extra charge or help you find a replacement from a competitor.
If the manager and the company’s customer service line won’t help, contact the competitor yourself. If you’re at the airport scrambling to replace a rental car, you may be able to find a lower price at a non-airport location if you’re willing to hail a ride-sharing service or taxi and make the trip.
Hotel reservation problems
Sometimes, hotels will overbook rooms and then try to turn you away even if you have a reservation. If this happens, show proof of your confirmation and ask for another room. If one isn’t available, request that the hotel arrange similar accommodations for you at another location. According to USA Today, this is known as “walking” and is a frequent industry practice. In some cases, booking through a third-party travel site can lead to a lost reservation. If this happens, you may need to seek assistance from the site’s customer service line instead of the hotel.
Whenever you encounter a travel reservation issue, it’s important not to direct your anger and frustration at the airline, car rental, or hotel employees you’re dealing with. They probably didn’t cause your problem — and they’re more likely to help you solve it if you interact with them patiently and politely. It’s all part of a courteous, persistent, and creative approach that will go a long way toward helping you salvage some or all of your travel plans.