Travel Advisors Share Their Clients’ Worst Air Chaos Stories

Lost bags, long delays, canceled flights creating a domino effect that leads to missed cruises and tour departures… airline chaos can be a major headache for travelers and travel advisors. Whether it’s tracking down a lost bag days or weeks later, or sprinting to make a tight connection, flying can sometimes feel like an almost unwinnable obstacle course.

We asked advisors: What’s the craziest air chaos scenario you’ve ever had to counteract for your clients? Answers ranged from “Too many to pick” to Girl Scouts left behind and full vacation swaps.

Here are some of the worst air chaos stories travel advisors shared with TMR.

Troop Left Behind
“A group of Girl Scouts and their leaders were to take a 3-day Bahamas cruise out of Port Canaveral. Their flight from Indianapolis to Orlando was overbooked, and they were bumped. The airline was no help at all. We managed to find first class tickets for part of them to Orlando. The others were booked on a flight to Madeira Beach. We had ground transportation lined up for all. Due to flight delays, they arrived at Port Canaveral just in time to see the ship sail out. We subsequently reserved a resort stay for them at Daytona Brach. We had to sue the airline to recover the additional expenses.”
– Frank Thompson, Adventures in Travel, Batesville, Ind.

Runaway Bag
“Clients bags didn’t make it to Mexico the whole time she was there and then when she got home she found out her bag was in Mexico!”
– Kristina Ziegler, Stonetown Travel, New Hamburg, Ontario

From Land to Sea
“I have been fortunate that most of my clients have traveled with minimal issues. However, a recent couple faced a challenge with their 10-day Costa Rica land tour. The night before their departure, their flight was canceled due to an air traffic control strike at Costa Rican airports. Compounding the problem, bad weather in Orlando and Houston further limited their options. Just as we did at the beginning of this decade, we pivoted quickly. To save their holiday, we arranged for them to take a Celebrity cruise from Cape Liberty to the Bahamas. They had an amazing and relaxing getaway, and driving to the port eliminated the stress of potential air delays.”
– Dean Nelson, Personal Travel Management, Vancouver, B.C.

Major Downgrade
“Late Saturday. June 29. BA cancelled their flights – we had to try to rebook flights and the only flights left was in economy for 4 people when they booked business class tickets!!”
– Gloria Currie, Shangri-La World Travel, Wash.

Forced into Breaking the Law
“The plane had a flat tire in Portland, Oregon. After 5 hours of waiting they canceled the flight and no flights were left for my clients, who were on their honeymoon being married the day before. Had to find a way to get to Port Canaveral in time for a cruise. They couldn’t get on a plane at all to Port Canaveral so they flew to Miami, rented a car, and drove to Key West where they illegally boarded the ship (Jones Act violation).”
– Gary Will, Gary Will Cruises, Forest City, Iowa

Air Canada for the Loss
“Flying from MCO to Cairo on Air Canada. First flight was delayed but when client got to Canada on the first leg there was enough time to get to next flight, but they said not enough time for the bags to make it – wait for the next flight. That was done but when arriving in Cairo, no bags! Air Canada said they would be there on the next flight – not to worry. Client had to buy a few things to tide her over for a day. Next day, no bags and client was on a tour that was leaving on a 7-day Nile cruise that afternoon. She was forced to go shopping for clothing, toiletries, make-up, etc. and spend over $500 and she wears xxl clothing – not much to find there. She ended up purchasing a few things and had to cut some of the seams to make them fit! The tour company guide was great – helped her with the purchases, etc. and got her on the ship on time.

She gets back to Cairo after the cruise and the bags are still not there! Air Canada is NO help whatsoever. She is leaving the next day for Morocco and is in a panic. That next morning, the guide goes to the airport and after several hours is able to find her bags. They may have been there the whole time, but Air Canada will not apologize or explain why they did not contact her to let her know. When she gets back to the states, we file a claim with the travel insurance company and with Air Canada for the cost of what she needed to purchase. Travel insurance company sends her a check, but Air Canada tells her she can have an $80 credit towards checked bags next time she flies. Guess what – she will NEVER fly Air Canada again!”
– Toby Vandemark, Your Travel Steward, Hillsborough, N.C.

Gate Agents Making It Worse
“Their international flight from Miami was delayed, making them miss their connection in Frankfurt to Portugal. All of the flights from Frankfurt to Portugal were full but the gate agent told them to keep checking back for the 3 remaining flights that evening. Each time they checked back, the gate agent gave the standby flights to the German-speaking clients making my clients furious. We called the travel insurance company and they found a flight on another airline for them. Then they could not get their luggage from Lufthansa to make the flight. They finally got their luggage after arguing with the nasty gate agent and went racing through the airport. They barely made the flight. The doors were being closed as they yelled and screamed to hold the flight for them.”
– Cheryl Kennedy, Atlas Cruises and Tours, Palm Beach Gardens, Fla.

Wasted Hotel Night
“Clients flying into Miami from a Puerto Rico winter cruise. Hundreds of flights cancelled due to snow storm in the Northeast, planes never made it down to the South. Therefore, no outbound flights in Miami. Clients called me to secure a hotel for the night. Hotel was non-refundable. With my clients’ permission, I secured the hotel. An hour later, my clients called to tell me that the airline was giving clients a complimentary voucher for a hotel stay for the night. Nothing I could do with the hotel I booked for them.”
– Barry Kunst, On Tour Travel, Inc., Nev.

Remember Iceland!
“When the Volcano erupted in Iceland in April 2010 and all flights to and from Europe were cancelled.”
– Jerry Lang, House of Travel, Miami, Fla.

Onboard Nightmare
“After a long delay, sitting on the tarmac due to a thunder storm, the plane began to leak water from the AC in a steady stream on an older ladies head, The flight attendant went into the bathroom and came back with Maxi Pads which she asked a nice tall young man to attach by one sticky end to the ceiling to stop the water. The guy was as red as a beet with embarrassment. The only distraction from this was the guy on my opposite side and forward who was making good use of the vomit bags! It was a long trip, I was glad to see end.”
– Beth Skypeck, AAA, South Portland

Scary Situation
“Being escorted by national security to the airport and through the airport, due to Americans being targeted during a red alert for traveling … the red alert went up the day prior to their return. They made it through safely … but it was scary with the huge crowds and unrest for others around them. I was notified of the alert the day prior and made sure the guests would be safe and to let them know not to go anywhere outside of designated safe zones (as told by security.)”
– Dralene “Red” Hughes, AddVenture Travel, Montverde, Fla.