If the flight is delayed, will you arrange accommodation at the airport? What should I do at the airport if the flight is delayed?

We will always encounter some flight delays, cancellations or even interruptions during our travels! At this time, we suddenly began to feel uncomfortable and began to complain about the airlines, but it was useless to complain.

We might as well think about it. What should the airline do if the flight is delayed or cancelled? Is there any preferential treatment for us? Next, Bian Xiao will tell you about the flight delay or cancellation, what the airport is doing, and whether the airport will arrange accommodation!

What if the flight is delayed at the airport?

First, the flight delayed passenger service.

(1). Apologize to the passengers, explain the reasons for the flight delay and avoid unnecessary misunderstanding:

(2) Give special attention and services to the following special passengers:

① Important passengers, first class and business class passengers

② Passengers with babies and children

(3) the elderly, the disabled and deaf passengers.

(3) If passengers need it, they can call the person who picks them up and inform them of the flight delay or the change of arrival time.

The flight is delayed. Does the airport arrange accommodation?

(4) If the flight is delayed and needs to stay overnight in the local area, the service department is responsible for sending the passengers to the hotel and booking rooms for them, as well as informing the passengers of the new departure time of the flight and the time to pick up the plane at the hotel and return to the airport, and informing the passengers of their contact telephone number, contact department and person in charge.

(5) When there is a large-scale flight delay, the service room should arrange a special person to follow up and do a good job in various services for the passengers who are resting in the hotel.

(6) For passengers with abnormal flights, priority shall be given to follow-up flights or make-up flights.

Two, flight cancellation, flight passenger service interruption.

(1). Before the plane lands, the service room should know the number of passengers who have interrupted the flight and whether there are any important passengers or special passengers to serve them well.

(2) The airport pick-up service staff will guide passengers to pick up their luggage.

(3) Provide accommodation services for passengers who continue to fly, and the expenses shall be borne by the airlines. Due to weather, airport restrictions and other reasons, if the flight stops flying to the destination airport after the alternate destination is close to the airport, it can arrange ground transportation to transport passengers to the destination city after being notified by the company.

(4) After the flight is interrupted, take another flight.

① After the flight is interrupted, other flights can be used to send passengers to their destinations.

(2) set up a separate counter to handle transfer procedures for passengers who have interrupted flights.

(3) Register the names and ticket numbers of passengers one by one by using the passenger flight interruption manifest (FIM) on domestic routes, and change the passengers to other flights or other carriers' flights.

(4) Check-in personnel are responsible for filling in the domestic airline passenger flight interruption list (FIM).

(5) Baggage not picked up by passengers upon arrival shall be counted, kept and delivered for transportation.

Third, check-in department workflow

1. Passengers know the delay information before checking in.

(1). Announce flight delay information through navigation display system and bulletin board.

(2) The flight attendants will inform the passengers of the flight delay information and patiently explain it when they check in for the passengers. When flight information is uncertain, flight dynamic information should be reported every 30 minutes.

(3) The check-in controller will check the transit passengers by using the departure system at the first time, and inform the duty officer in the check-in room, who will provide the best advice for the transit passengers and make every effort to arrange the passengers to travel smoothly.

2. The passengers were told the wrong information of the court after boarding the plane.

(1). Announce flight delay information through navigation display system and bulletin board.

(2) National and international flight attendants should provide API information in time according to flight time and crew adjustment to ensure compliance with entry and exit regulations. Make the general declaration form and modify the units in the departure system.

(3) If passengers on international flights need to refund or change their tickets, they should contact border inspectors to handle passport cancellation procedures for passengers who have passed the border inspection.

(4) If passengers go to the check-in counter and ask for a change or refund, the check-in staff will take back their boarding passes and unload them when they leave Hong Kong. If the passenger flight coupon is a paper ticket flight coupon, it will be bound on the ticket and returned to the passenger. Then please go to the ticket counter to change your flight and refund your ticket. Give guidance when necessary.

(5) If the passenger has checked the luggage, notify the baggage department to pick out the passenger's luggage and send it to the designated area.

3. Flight cancellation

(1). It means that the flight is cancelled after the check-in procedure has been started or completed.

(2) After receiving the notice, the check-in controller uses the HL command to restrict the flight to go through the check-in procedures.

(3) The check-in personnel shall immediately stop the check-in procedures and check the baggage quantity after receiving the notice that the flight has been cancelled and the shift has not been filled.

(4) Check-in personnel should arrange the counter as far as possible to handle the cancellation of flights for passengers, unload the passengers who arrive at the check-in counter in the departure system, take back their boarding passes, and notify baggage sorting to pick up their luggage.

(5) The flight attendants patiently explain the reasons to the passengers and tell them where to refund the tickets and pick up their luggage.

(6) If all passengers return their tickets, the check-in controller will protect the flight PC and make a detailed record in the check-in control book. If all passengers have not refunded their tickets, the check-in operator should take back the paper tickets that have not been refunded, print the passenger list and baggage list that have not been refunded, and seal the tickets and submit them to the personnel on duty for registration and preservation.

4. Other flights on the day of cancellation and merger.

(1). Accepting flight seats can meet the demand of canceling flight seats.

① When the empty seats of the accepted flight can meet the demand of canceling the flight seats, the check-in department requires SOC to lock some seats of the accepted flight to ensure the cancellation of the passenger seat demand.

(2) According to the flight situation, the duty officer decides that passengers should go out of the isolation hall to change their boarding passes at the check-in counter or rest in the boarding hall, and the check-in personnel will arrange seats and communicate with the service room.

(3) When the passengers board the plane, if the passengers are not out of the isolation hall, notify the service room to arrange the passengers who cancel the flight to board the plane. At the boarding gate, the check-in staff will issue new boarding passes to passengers who cancel their flights and inform them to take their seats according to the new seat number.

(4). The duty officer shall record the flight cancellation and handling in detail.

(2) Accepting flight seats cannot meet the demand of canceling flight seats.

1. Give priority to receiving important passengers, high-end passengers, transit passengers, high-end economy class passengers and special service passengers on the joint flight.

② Passengers leave the isolation hall by themselves and go to the flight delay counter to sign the follow-up flight.

③ The flight attendants unload the seats of the original flight and guide the passengers to the flight extension counter for refund or change.

(4) The check-in crew will re-check in the new flight for the passengers, and the seatless passengers can wait for the alternate flight.

In order to make up the shift, the flight will be cancelled.

(1). The flight attendants accurately inform the passengers of the next day's make-up time, flight number, processing time and other related information.

(2) Check-in control prints the non-refundable passenger list and baggage list in duplicate for future reference. Unload all passengers, set up make-up shifts, and protect the information of make-up passengers.

(3) The operator on duty should collect the unreturned paper tickets, seal them and hand them over to the class teacher for registration and preservation.

(4) The next day, when the flight attendants make up the shift, they will bring the passenger list, the passenger list and the luggage list of the non-returned flights to the counter to handle the check-in procedures for the non-returned passengers. For passengers who have not picked up their luggage, enter the number of their original luggage tag into the departure system and put the flight into the make-up class at the same time.

(5) If the passenger information of the cancelled flight is successfully protected on the make-up flight, the passengers will be received normally; Otherwise, forcibly receive the passengers and enter the full name. ET passengers adopt the ET passenger acceptance method, so that the boarding pass has the ET logo.

(6) When closing the form, check the number of pieces of sorted luggage. If the number of luggage pieces is inaccurate, check it with the luggage list printed the day before, and inform the passengers who have not checked in at the counter that their luggage is not loaded.

(7) Release flights according to normal procedures.

Four, stowage department workflow

(1). After receiving the flight delay notice from the transportation dispatcher, the main engine group of the stowage room will record the new "estimated departure time" in the Flight Plan Registration Form of the stowage room.

(2) After receiving the notice of delay, the chief dispatcher should know the cargo and mail situation of the delayed flight from the cargo tonnage control office in time, and adjust the cargo and mail loading space or passenger seats at any time according to the changes in the number of passengers, goods, mail and luggage on the delayed flight, so as to keep the weight and balance center of gravity of the flight within a reasonable range.

(3) Guarantee flights according to the new departure time. The process and requirements of guarantee are the same as those of normal flights.

(4) Input data in the departure system according to the cargo list.

(5) Check the number of passengers and the number/weight of luggage with check-in time.

(6) Fill in the baggage loading notice and give it to the baggage supervisor.

(7). Check the fuel quantity, make a manifest, and send the plane to the crew for handover.

Well, Bian Xiao has basically solved the problem of what to do at the airport when the flight is delayed or cancelled. I hope it will help tourists who want to go out by plane. I hope you have a wonderful trip!