Expert: Matthew Smith - 12/26/2007

Question
Hi

Not sure if this is your area of specialty.

Emirates changed my flight details without my approval. This was an international flight in December that I booked in August. One leg of the flight was cancelled in September. When, in December, I found this out, the customer service person told me that I was confirmed on the same flight the next day, and that  they would provide me with accommodation in Dubai for my 24 hours delay. I arrived in Dubai and was informed that I would just have to wait it out in the airport for the day. First, I don't like how they delayed me by 24 hours without asking me. I found out about the delay while in transit, so it came as quite a shock to me. Second, my return flight has been changed without my approval too.

Question: What can I do? Do I just suck it up and deal with it, or can I get some compensation for sticking me in an airport for 2 hours on top of the 8 hours I spent in another layover? 24 hours in a crowded airport is hell. I'm still in Dubai as I write this. Are there any provisions for sticking me on another carrier's flight? Or is that only in the US?

Answer
The airline does have the right to change itineraries like that, but they are supposed to give you a call.  If you bought the ticket through a third party or didn't provide the airline with your number when you made the reservation, they would not be able to warn you about the change.  (I just had this happen at my airport about four hours ago.)  The airline's right to change like that are in the tiny print that no one reads until moments like this.

As far as getting some kind of compensation, if they already put you up in a hotel on the first day because they bumped you to the next day, that is pretty good.  Technically they didn't need to do that.  Here in the States, you probably would have gotten nothing except an admonishment that you should have given the airline your phone number.

As for waiting it out in the Dubai airport for a day, you are pretty much stuck.  I'm not trying to be funny here and you might not be in the mood for a good time, but you should find a safe place to put your bags (if you have any carry-on) and go have a good time.  Dude: this is Dubai.  It's one of the greatest airports in the whole world.  You should easily find a way to stay entertained while waiting for your flight.  Again, I know you want to get to your destination, but since that is out of your control, enjoy yourself.

Consider paying for a day pass to a club.  Whenever I go through DFW and will be there for a long layover, I'll buy a day pass to the Northwest Club.  It's a great way to get out of the big crowds, sit in a comfy chair, have a drink and snacks, etc.  I've even had showers in the clubs.

Sorry your travel plans got spoiled, just try to make the best of it.