A Last-Minute Switch

Having to rebook a flight for factors outside of your control is never fun, especially under circumstances where you're competing with your fellow travelers for open spots on alternate flights.

I'm writing this from the airport, having just rebooked my flights to Palm Beach and, luckily, waiting for my new flight which will still get me there tonight. But that's my happy ending. Let's back up to the beginning.

I time my airport arrival with the precision of a drill sergeant. I know exactly how early I need to depart my home or office based on airport, time of day, weather, and whether or not I am checking bags. Today was no different - I was on track to arrive at my gate, water bottle in hand, just in time to board. The metro even cooperated and delivered me on time. So imagine my disappointment as, right as I walked into the airport, I received a text message notifying me that my first flight was delayed by over an hour - a delay that would cause me to miss my connection on the last flight of the evening to Palm Beach.

Immediately, I dialed United's customer service line and started walking to the ticket counter. I never settle for one option for help when I have multiple at my disposal. Surprisingly, there was no line at the United counter. With a smile on my face I slowly and clearly explained my situation and asked to be rebooked on another flight. The gate agent wasn't aware of a delay, but she was happy to help, confirming my dilemma and researching alternatives. As she worked, I thanked her, explained that I was willing to depart from another airport in the area, and resisted all urges to check my phone, keeping my focus on her. I was rewarded with a direct flight from the same airport on a competing airline.

There are a few reasons I was able to get rebooked so easily, and luck and status are barely relevant:

1. I knew about the delay before many of my fellow passengers. Text message alerts are annoying and can be expensive when you travel abroad (I turn them off when I travel internationally), but I often receive alerts about flight delays and cancellations before an airline's app, website, and terminal displays have been updated.
2. I acted quickly. The flight I was rebooked on was the only option to get me to PBI tonight and it had very few available seats - as I received my confirmation I overheard two other travelers with my same itinerary trying to get rebooked. I hope there was space for them.
3. I presented the gate agent with a problem and a solution. If you tell someone how they can solve a problem, they're able to do it a lot more quickly.
4. I was calm, composed, and nice. People seem to forget that not only are gate agents people, they aren't their therapists. I've been stranded in some pretty awful places, stressed to the gills and wanting nothing more than to lose my cool, but I kept it together. If a gate agent has to spend time calming you down, that wastes time they could spend doing their job and getting you on another flight - and during that time other travelers could take the last seats on a flight you could have been on. Additionally, the more pleasant you are, the more a gate agent will want to help, which can make the difference between being told "I'm sorry, there's nothing I can do" and getting their boss to help with a creative solution.

Is there anything I missed?