r/airport • u/GateAgentSusan • 4h ago
DISCUSSION Gate agent here: the robot rebooked a passenger into a 24-hour JFK layover. I said no.
At my station, when flights get messed up, the system auto-rebooks passengers. They just get an email with a new itinerary. No conversation, no one asking what works for them. Agents can't even rebook without a supervisor's approval anymore.
Then JFK flooded.
One passenger's connection was blown, and the auto-rebooking gave him the worst possible option: fly to JFK anyway, miss his connection, and sit there for 24 hours. That means New York hotel prices, out of his own pocket, in a flooded city.
The other option? Stay in Phoenix, where hotels are way cheaper, and start the whole trip fresh the next day. Same arrival, way less stress, way less money.
The robot couldn't see that. It doesn't know your plans, your budget, or that you'd rather sleep in Phoenix than in an airport in Queens.
So I went to my supervisor and pushed for approval to rebook him by hand. I got it, and he got a much better trip.
The takeaway: if you get an auto-rebook email during a weather mess, don't just accept it. Go talk to an agent, tell them what actually works for you, and ask what else is out there. The system picks AN option, not always the best one.
Anyone else ever gotten a rebooking that made zero sense? ✈️