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Delays can happen to flights for any number of reasons due to things like technical issues, bad weather, airport congestion or even late-boarding passengers. Of course, delays are often unexpected and unpredictable, and of course, any time an aircraft is delayed, it costs the airline money, and a delay can run into thousands of dollars. In the background, ground operations staff will be planning around a delayed flight and want the flight to leave as soon as it is safe and able to do so, depending on the reason for the delay.
So what do flight attendants do when flights are delayed, and what effects does it have on their work, or is it just another normal day? What can passengers do to help, and what are their rights when there is a delay? Let’s have a look in detail and see what happens behind the scenes when a flight is delayed.
Reasons For Delays
Sometimes delays can be predicted to some extent, certainly in terms of weather and congestion. Before every flight, the pilots check the weather conditions en route, and in the pre-flight briefing with the flight attendants, they will advise if there is any turbulence expected or any adverse weather. The service flow may have to be changed or halted in case of bad weather or turbulence. Of course, if there is any adverse weather, they will fly around it or re-route as necessary. If unexpected, they will tell the flight attendants to stay seated.
Congestion is common at large airports, and delays are predictable, so this will often be factored into the flight time: even if the flight is delayed, it may still arrive on time or may make up time during the flight. Unpredictable delays can be last-minute technical issues, unruly passenger issues, or late boarding. Refueling or de-icing the aircraft may delay an aircraft slightly, but of course, these are essential services. A piece of equipment may be inoperable and need to be replaced, or it might just be that the aircraft is late on its inbound flight.
Still, if there is any delay, it is the flight crews’ and the flight attendants’ job to keep everything safe and sound until we are cleared to leave. They will adapt quickly to the delay and make a plan based on the given information. At the end of the day, all flight crew and flight attendants plan for a safe and efficient flight; whether there is a delay or not, it is part of the daily routine.
What Happens When There Is A Delay?
Teamwork and communication are key factors in both normal and abnormal operations. As such, if there is suddenly a last-minute delay, working as a team with clear communication between all crew members is critical. The flight crew will advise the senior crew member, who will communicate the delay, or it may be via a crew call to all. The delay will then be announced to passengers in the cabin either by the senior crew member or the flight crew. The flight crew will coordinate with ground operations and the dispatcher or ground staff.
The senior may suggest actions to take in the cabin depending on the type of delay and the estimated delay time. Flight attendants need to be ready to deal with the unexpected and remain cool, calm, and collected at all times. Things can change very quickly at the last minute, so they need to remain prepared. The flight crew may suddenly get clearance to leave the stand earlier than expected, for example, and flight attendants hear the call to arm the doors and must do so immediately.
Safety must be maintained at all times. Flight attendants will try to keep up passenger morale on the aircraft, although that can sometimes be difficult when passengers are often upset about delays and often take out their anger on the crew. They will also try to answer enquiries and help passengers with connecting flights. There may also be anxious passengers, especially when it is a technical or mechanical issue.
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What Flight Attendants Do During Delays
Depending on the reason for the delay and the time involved, flight attendants may coordinate an extra service on the ground. They may hand out glasses of water and snacks and answer any questions that passengers may have. Passengers sometimes believe that flight attendants withhold information from them on purpose, but it is often the case that they just don’t have the information themselves and can only communicate it when they have that information from the flight crew.
Every delay means that there is a lot going on, not just onboard or at the gate, but also at the airline. Crew will wait for further instructions from operations and information passed through the chain of command. Adapting to changing scenarios is always important. Long delays are usually quite rare, as the flight time is more often than not less than the scheduled flight time to allow for last-minute delays.
If there is a long delay expected, for example due to a technical issue down route that needs a part and engineers to be flown out, passengers may be moved back to the gate. This may be an unknown due to logistics, based on information from the airline and the flight crew. In this case, the flight attendants may take care of passengers at the gate. They may hand out blankets, cushions, meals and water depending on the expected time on the ground. Flight attendants will remain stationed throughout the gate area and communicate any news to the passengers.
How Does A Delay Affect Flight Attendants?
A delay might mean that a rostered trip doesn’t go to plan and completely upsets the whole schedule, which is difficult as flight attendants tend to plan their lives around their trips. This may also mean going onto standby, in some cases, for example, if a flight delay turns into a cancellation. If then called out on standby, this can change everything and leave you unprepared, especially if the original flight was to a Caribbean destination, for example, and then you end up in London in winter.
For crew who commute, this also causes a lot of disruption to their schedule and loss of rest time. With a long delay, it is also possible for the crew to go ‘out of hours’ and be ‘stood down’. Flight attendants are limited to the number of hours they can work at any given time. These are regulated by the aviation authorities to ensure that the crew are safe to fly, do not suffer fatigue, and can still operate in an emergency. In brief, flight time limitations allow for flight attendants to be on duty for a specific period of time and allow for adequate rest time.
Flight crew limitations are more restrictive, but extra time at the captain’s discretion can be added if all crew members agree to it, and it does not affect safety. With a long delay, the entire crew may be stood down and replaced by a standby crew. It may be surprising to many that most flight attendants are not paid any extra when there is a delay. Most flight attendants are only paid from ‘chocks’ to ‘chocks’ or from closing the door to opening it.
Therefore, a delay on the ground would mean they receive no extra pay for extra hours worked and certainly no overtime. Flight attendants, in most cases, are paid a basic salary and an allowance if away from base, plus basic flight pay from chocks to chocks when the aircraft leaves the stand and arrives at the stand. As such, reporting to base, boarding and disembarking the aircraft are not usually paid at an hourly rate.
What Happens When Airline Crews Time Out?
Airlines ensure that alternate crew is available for such unique situations.
What Passengers Should Do When A Flight Is Delayed
Passengers should try not to get angry at the flight attendants or be difficult and purposely not follow instructions. Delays are often unpredictable and not their fault. It is as inconvenient and disruptive to them as the passengers. They may have to cancel their plans at the last minute, get home much later than expected, or even end up on an unscheduled layover somewhere, without having essential items with them.
Extra hours caused by delays on the ground are unpaid for flight attendants: it must be one of the only jobs in the world where you work extra hours with no choice but not get paid for them. As such, in general, when delays happen, it is as difficult for the flight attendants as it is for the passengers. Passengers are advised to download the airline’s app in advance, as this can show delays in real-time, and information is likely to be seen on the app before the crew can confirm what is going on.
Passengers should also know their rights when a flight is delayed or canceled. Compensation can be claimed with some airlines after a delay of three hours or more, as well as a refund for a cancellation. For long delays, passengers may be able to claim for meals, refreshments, and accommodation. It is a good idea to know these conditions before a flight, stay close to the gate, and check the flight status regularly when at the airport.
The Bottom Line
When a delay occurs on the ground, flight attendants will adapt to the circumstances around them and stay in communication with the senior crew member, the flight crew and ground staff as appropriate. If the delay is expected to be long, flight attendants may coordinate a water and snack service on the ground. If the circumstances require, the passengers may be moved back to the gate and served meals, drinks, and comfort items until there is more information.
Can a flight attendant delay a flight? Not in theory. Airlines require that flight attendants report for duty up to 90 minutes before their duty. They have to check their schedule, log in, collect required items and attend the pre-flight briefing. The flight crew and flight attendants travel together to the aircraft.
Airlines are also extremely strict regarding punctuality and say that if you are late, the aircraft will not wait. At some carriers, it can also cost your job if it happens more than three times during your career. If something happens out of control, like a commuting flight is late or canceled, it is still seen as a ‘no show’. Operations need to be informed as soon as possible, and on arrival at base, the crew member is placed on standby duty.
Passengers are advised to download the airline’s app to track the flight and see if there are any delays. This information is given in real-time, so you may know more than what is being announced on board. They should be aware of their rights in advance, when a flight is delayed or canceled, and what they can claim. Some credit cards also have flight delay insurance included in their perks, so that is worth checking. For example, there may be free lounge access if your flight is delayed.
