Gate agents deal with dozens of frustrated passengers during a delay, and most of them ask the same open question: "What are my options?" You will get further with a short, polite, specific request. Here are scripts you can adapt.
Before you reach the desk
- Know the cause. Check the app notification and the FAA status. See is it really a weather delay?
- Know what you want. Pick one or two specific alternative flights before you get to the front, on your airline and others.
- Know what your airline has promised. Have its customer service plan open or screenshotted. See how to check your airline's policy.
- Use every channel. Call the airline or use its app or chat while you wait in line. Whoever answers first can help.
Finding out what is going on
"Hi. Could you tell me what is causing the delay? Is it maintenance, crew, or weather?"
"Do you know where the aircraft is coming from, and whether it has left yet?"
Asking to be rebooked
"I see there is a 6:40 to Denver that is still on time. Could you move me to that one, please?"
"I have a connection in Charlotte that I am not going to make with this delay. Could you move me to a later connection now, while there are still seats?"
"Your customer service plan says you will rebook passengers on another airline when the delay is within your control. There is a United flight at 5:15. Could you check that for me?"
Use the last one only if your airline actually commits to it, and only for a controllable delay.
Asking for a meal or a hotel
"The delay is now over three hours, and I was told it is a maintenance issue. Your customer service plan commits to a meal voucher for controllable delays. Could I have one, please?"
"It looks like we will not be leaving until tomorrow morning, and the reason is crew availability. Could you arrange a hotel room and transport to it, as your plan says?"
Adjust the number of hours to what your airline's plan says. See meal and hotel vouchers during delays.
Asking for a refund instead
"With a delay of more than three hours, I would rather not travel today. I would like a refund to my original form of payment, please, not a travel credit."
That threshold is three hours on a domestic flight and six on an international one. It applies whatever the cause. See what you are actually owed.
If the answer is no
"I understand. Could you note on my booking that I asked for this? And is there a supervisor I could speak to?"
Then let it go for now. You can take it up in writing after the trip, with your screenshots and receipts. If the delay is controllable and the airline will not provide what it has committed to, pay for reasonable costs yourself and keep every receipt.
What helps
- Be kind. The agent did not cause the delay and has discretion over what happens next.
- Be brief. One request, one alternative, the reason.
- Be specific. A flight number and a time are much easier to act on than "anything".
- Do not argue the cause. If you think "weather" is wrong, say so once, then follow up later. See controllable vs. uncontrollable delays.
For everything else to do during a delay, see what to do when your flight is delayed. If you are reading this before a trip, the pre-trip checklist will make all of these conversations easier.
This guide is general information for US travelers, not legal advice. Rules and airline commitments change; check with your airline or the US Department of Transportation for your specific situation.