Airlines cut compensations for delays

Be grateful for the meal voucher some airlines offer passengersto tide them over a long flight delay. It may not compensate you forthe inconvenience, but read the conditions on the ticket.International carriers contract to make their "best efforts" totransport passengers and their baggage with "reasonable dispatch."That's it.

Practices recommended by the International Air TransportAssociation include switching delayed travelers to another scheduledflight or rerouting them at no extra charge. No mention of thecomplimentary meals, transportation, long-distance phone calls andhotel rooms infrequent fliers may feel they're entitled to whenflights are delayed or canceled.

Still, in the interests of good customer relations, mostcarriers do extend these courtesies under certain conditions. Stormyweather usually isn't one of them. In an era of deregulation andhigh operational costs, many airlines have changed traditionalpolicies regarding weather-related delays.

Air Canada, for example, offers "limited expenses" only topassengers stranded in a storm. These include a hotel reservationand a discount voucher to cover part of the overnight tab.

If foul weather washes out a KLM departure, the Dutch airlineoffers in-transit passengers complimentary hotel accommodation.Travelers using a hometown gateway rate free transportation back tothe city. If the flight is delayed more than three hours everyone'sentitled to a meal voucher.

Air France advises that a meal and hotel facilities are"standard procedure" if passengers are stranded overnight under anycircumstances.

British Airways will spring for overnight hotel rooms forout-of-towners and provides resident passengers with free transportto the city and back. After an hour delay, the carrier cools offtesty customers with a refreshment voucher, a meal ticket after twohours.

All airlines try to avoid the hassle of delays and cancellationcaused by weather or what the industry refers to as "mechanicals" bycalling passengers before they head for the airport. Generally thephone crew starts with first class ticket-holders and works downthrough business class, family groups with children and handicappedtravelers. But the phone never rings for some passengers. It paysto call the airline or airport for the latest departure news beforeleaving home.

When delays or cancellations are the result of mechanicalfailures - or anything else the company can't blame on God or theweather - airlines assume more responsibility for passenger care andcomfort.

Their first priority is to book alternative flights on their ownor another carrier, or to reroute passengers to their ultimatedestination. When the company's at fault, it doesn't expectcustomers to absorb the expense of rerouting or the rare pleasure ofgetting bumped up to first class if there's no room in steerage.

Most U.S. carriers follow a fixed delay-and-cancellation policythat usually applies only when the airline is at fault and the flightis held up for more than four hours after 10 p.m.

Delta offers all connecting passengers hotel accommodation, ameal voucher and one long-distance call if the flight is delayedlonger than four hours between 10 p.m. and 6 a.m.

Eastern doesn't promise much except a seat on the next availableflight when mechanical failures or weather scramble the schedule.Rerouted passengers stranded in an airport far from home can expecthotel rooms and necessary meals "as a courtesy only."

Connecting passengers flying Continental and United are assuredof meals and hotel rooms when the companies are responsible forovernight delays. American plays it by ear, leaving customer-servicedecisions up to the manager on duty.

With services pared to a minimum, homeward-bound travelersshould consider the possibility of delays before leaving the hotel.Travel-smart passengers double-check departure times and keepovernight necessities with them.