Short answer
First confirm the new time or the cancellation on the flight's live status and see which travelers are on it. Then tell the transfer company, the greeter and the hotel what changes, in that order, and contact the guest. If the flight is cancelled, wait for the airline's rebooking, get the new flight number and date from the guest, and update your list so everyone works from the new flight.
Key points
- Check the live status before you act on a rumor.
- Tell people in the order they need to act: transfer, greeter, hotel, then the client.
- A cancelled flight usually means a new flight number and often a new date.
- Set a delay limit so only delays that change your plans reach your phone.
- Keep a note of every change, so the evening handover is simple.
First, check the facts
News of a delay often arrives secondhand: a guest's message, a friend in the group, an airline app. Spend two minutes confirming it before you move vehicles or call the hotel.
Find the flight
Check the flight's live status and its new estimated time of departure or arrival.
Name the situation
Is it a delay, a cancellation or a diversion to another airport? Each one needs a different response.
See who is on it
List every traveler on that flight, including those who connect onto it from another flight.
Check connections
A delay on a first leg can mean a missed second leg. Those travelers may arrive much later than the delay suggests.
Who to tell, and in what order
Tell people in the order in which they must act. The transfer company needs the most notice; the client needs the clearest summary.
| Who | What they need | When |
|---|---|---|
| Transfer company | Wave name, new time, new headcount | As soon as the change affects a vehicle |
| Greeter at the airport | Which guests are now late and which wave they join | Right after the transfer company |
| Hotel | Late arrival, rooms to hold, late meals | When guests will arrive well after the planned time |
| The guest | That you know, and where to meet on arrival | Once you have a plan |
| The client or couple | A short summary and what you have done | When the change affects the program |
Adjust the transfers
Most delays fit into one of three answers. Decide which applies, then tell the transfer company once, clearly.
- Small delay, within your waiting limit: the wave waits and leaves a little later.
- Larger delay: the late travelers move to a later wave.
- Very late, or alone at an odd hour: book a separate car through your transfer company.
- Diverted flight: wait for the airline's plan before sending a vehicle to another airport.
If a wave now carries fewer guests, tell the transfer company too. A smaller vehicle may be cheaper, and the driver will not wait for people who are not coming.
Protect the hotel booking
Hotels sometimes release rooms when guests do not arrive by a set hour, and may charge a no-show fee. A phone call or email to the front desk prevents both.
- Tell the hotel the guest's name, the new expected arrival time and that the room must be held.
- Ask for a late meal or a packed snack if the kitchen will be closed.
- If a cancellation means the guest arrives the next day, ask the hotel to move the first night rather than mark a no-show.
- Ask the guest to keep receipts for meals and hotels during a long delay, since airline rules on care and refunds depend on the route.
Cancelled flights and rebooking
When a flight is cancelled, the airline rebooks the guest, sometimes on a different airline, a different route or the next day. Until you have the new details, the guest is on no flight in your plan.
Ask the guest for the new flight
You need the new flight number, the date and the arrival airport. A screenshot of the new booking is ideal.
Update the list
Replace the old flight with the new one, including every leg if they now connect.
Check the new airport
Rebooking can land a guest at another airport in the region. Plan a transfer from there.
Re-plan the wave
Put the guest into the wave that fits the new arrival, and tell the transfer company and greeter.
Set delay limits that match your plans
A 10 minute delay rarely changes anything. A 60 minute delay may move a whole wave. Choose a delay limit that matches the point where you would actually act, so every alert means work to do.
- Tight transfer waves or a fixed event start: a limit of around 30 minutes.
- Relaxed arrivals with flexible pickups: around 45 to 60 minutes.
- Departures: a lower limit helps when a delay could affect a connection at the guest's hub.