Overbooking by airlines – can agents help?

AGENTS have reported
that overbooking on
flights is increasing.
Earlier this year, the issue
was highlighted when a
passenger was dragged off
a United Airlines aircraft
after refusing to give
up his seat for a crew
member when the flight was
overbooked.
United has since reported
a “dramatic decrease” in
bumping following changes
to its overbooking policy.
Laurette Hunoldt, owner
of Afritours, and Glenda
Ingram, owner of West
Beach Travel, both had
clients put on standby due
to overbooked flights on Air
France earlier this month.
Janine Wendy Dunnett,
ITC of Club Travel, and
Rehana Moosa Abdulla,
travel consultant of XL
Nexus Travel, agree that
overbooking is becoming
the norm, particularly on Air
France. Yusuf Moola, owner
of Travel Fresh, had clients
experience the same issue
on Saudia recently.
Yunus Buran, senior
group press officer of Air
France KLM, explains that
overbooking is legal. It aims
to optimise load factors and
allow more passengers to
travel by honouring more
bookings.
Yusuf confirms that
passengers that the airline
cannot accommodate are
booked on to the next flight
and offered compensation
in the form of a voucher for
another flight.
The airline also provides
these passengers with
accommodation, transport
and meals until their flight.
Under EU regulations,
passengers who are
denied boarding on a
flight departing from the
EU, regardless of the
airline, or on a flight to
the EU operated by an
EU carrier, are entitled to
compensation.
Agents with clients who
have been placed on
standby after being booked
on overbooked flights have
been left frustrated.
Although they realise
there is nothing they can
do about it other than
advise passengers to
take precautions such as
checking in online, they say
the compensation offered
by airlines is not in line with
the potential inconvenience
caused to passengers.
Princess Majiki, md of
Khuseleka Travel & Shuttles,
also recommends preseating
and checking in
online to prevent clients
being bumped.