The auto-rebook sent him into a 24-hour JFK layover. I said no.
A couple of months ago, my station started a new policy: when flights get messed up, the system auto-rebooks passengers and they just get an email with a new itinerary. No conversation, no one asking what works for them. And agents can't rebook anymore without a supervisor's approval.
Then JFK flooded.
One passenger's connection was blown, and the auto-rebook gave him the worst possible option: fly to JFK anyway, miss his connection, and sit there for 24 hours. Paying 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 system couldn't see that. It doesn't know anyone's plans, budget, or that they'd rather sleep in Phoenix than an airport in Queens.
So I went to my supervisor and pushed for approval to rebook him by hand. I got it.
The next day, he came back to the airport and brought me a pair of earrings.
Anyone else dealing with auto-rebooking at your station? How's it going for you and your passengers?
P.S. Yes, I still wear the earrings. Rainbow baguettes 🌈