The first hint that our trip home from the Caribbean might not go as smoothly as planned came with an email from American Airlines (AA) that showed up in my inbox the night before our departure.
“Adverse weather may impact your travel plans,” it warned somberly, before explaining that forecast storms in Miami could disrupt flights the next day. It was indicated that we could change our booking without penalty.
Since our 2:34 PM departure to Miami from the Dutch Caribbean island of Sint Maarten was to connect with British Airways’ 10:30 PM Miami-Heathrow service, I couldn’t see how this offer would help.
We had to go to Miami, but since we had a comfortable layover of over four hours, I figured we could handle some disruption, so I wasn’t too concerned.
When we arrived at Sint Maarten’s Princess Juliana International Airport the next morning, our flight was already slightly delayed, but there was still plenty of time. Then I saw a news report that storms and flooding had forced the temporary closure of Miami International Airport. Expect another delay for our flight, and then a third. It was starting to look tight.
The airport was packed, staff was sparse and due to a renovation there were only a handful of seats and nowhere to grab a cup of coffee or a snack. Queues snaked everywhere and tensions rose as passengers realized crucial connections were at risk.
We waited in the so-called ‘priority’ queue for over 90 minutes, much of which was spent watching a couple have a heated argument at the counter before storming off. By then I knew we weren’t going to connect. But the check-in agent found a later flight to London on AA, which departed Miami at 11:40 p.m.
We ran through security cheering, brimming with relief. That feeling of euphoria lasted for 10 minutes, until my phone buzzed with a notification from AA that our flight from St. Maarten had been canceled. It was like mental torture.
“We went home – or did we?”
Third party ticket staff told us indifferently that AA took no responsibility as it was a “weather event” and we had to find our own accommodation for the night. I was shocked that they could wash their hands of us so easily and felt abandoned.
In Europe, airlines are required by the Air Passengers Rights Regulation to organize accommodation on such occasions. Unfortunately, no such provision exists under US federal law and it is up to individual airlines to decide whether or not to do so.
We were told that AA would email new flight arrangements that evening but nothing materialized and after hastily booking a nearby hotel online we went to bed not knowing if or how we would get home the next day .
It promised to be an exciting night, but the next morning – it was now Sunday, when we should have landed at Heathrow – we headed back to the airport, armed with a steely determination to get on a plane, any plane, whatever happens.
AA confirmed we were leaving for Miami in the afternoon, which was good news. However, it turned out that all direct flights to London were full that evening, meaning we would have to fly via Barcelona. Once again our hopes rose. We had a plan. We went home – or did we?
Around noon, when we should have taken off, the AA crew still had not arrived and no one knew where they were. Twenty minutes later they came in, to sarcastic applause from the waiting passengers, and we started to board.
But a further delay caused by refueling (why couldn’t this have been done earlier?) meant we left 90 minutes late, putting our connection in doubt.
Upon arrival in Miami, where we had to clear immigration and customs with their endless lines (this was spring break, one of the busiest times for US airports), it was only 10 minutes before our flight to Barcelona took off. No chance.
Diverted on different flights
Our phones pinged with more messages from AA. We were rebooked, but I was rerouted to London via Raleigh-Durham International Airport in North Carolina and my husband, who had a different booking number, was rerouted via Atlanta.
As we said our goodbyes, promising to reunite at Heathrow, we realized that both flight routes had short connection times of just an hour and because my flight had just been delayed, my connection had shrunk to 40 minutes.
Worried that one or both of us might be stranded in different parts of America overnight, we went back and lobbied AA for seats on the flights to London that evening, in case any seats became available .
They didn’t have that, so we inquired about the next evening (Monday) and resigned ourselves to spending another night in a hotel. But these flights were also fully booked. Would we ever escape?
As a member of the British Airways Executive Club, I thought it was time to upgrade my rank and brandish my Gold Member status (BA and AA are both members of the Oneworld Alliance). Finally a breakthrough: the agent found seats on the last AA flight from Monday evening to London at 11.40pm.
Our relief knew no bounds, but I couldn’t help but wonder if we would have made the flight without my priority status.
The next step was to retrieve our suitcase from somewhere in the vast bowels of Miami’s baggage handling system, but after an airport employee told us it could take at least three to four hours to retrieve it, we decided to check in with our carry-on luggage. to stay. and buy toiletries instead.
From then on everything finally went smoothly and we arrived back at Heathrow 48 hours late, having spent over £500 on hotels, taxis, food and incidentals.
When I later contacted AA about our nightmare trip home, a spokesperson said options were limited in such cases.
“Normally we have to find a balance between determining safe weather conditions to operate and crew flight times, which are often also affected by the weather,” he explained.
“If matters beyond our control cause delays, we must use the first available seats to rebook passengers, which may be limited if unexpected disruptions occur. Sometimes we can be lucky with the availability of seats and planes, but usually it is never as simple as a rebooking.”
One last stitch in the tail
At Heathrow there was one final pain in the tail: the long-term car park at Terminal 5 had charged an extra £63 for the extra two days – despite our late arrival being completely out of our control.
A Heathrow spokesperson said that if customers went over the allowed time without giving them advance notice, they would be charged the standard daily rate for the excess.
“If a customer changes their booking or contacts customer service via our website or via the ‘manage my booking’ web form to discuss the issue, the charges may remain at the pre-booking rate rather than daily rates applying, ” she said.
I wish I had thought of this back in the States, but funnily enough I was consumed with simply trying to get on a plane to go home. At least I know for next time, but of course I hope there won’t be a next time.
What our consumer expert says
As she notes, Sara’s experience is a useful reminder of the value of European legislation that forces airlines to offer meals and accommodation to stranded passengers and, in some cases, also provide compensation for delays and cancellations (although compensation is normally spoken does not apply to weather delays). But that legislation only applies to international airlines operating direct point-to-point flights to and from Great Britain (or other European countries).
Some travel insurance policies offer a certain level of coverage for flight delays. This usually comes into effect after 12 hours and a fixed amount is paid per hour of delay, so that Sara may be able to claim under her policy. The other thing that would have helped in this situation is if Sara had booked a package holiday – then the tour operator would have been obliged to look after her and ensure she had accommodation if necessary, and to organize the return flight for her.
– Nick Trend