This is part of Airplane Mode, a series on the business—and pleasure—of travel right now.
I’m a travel agent, and when I sat down to write this article, there were 1,154 flight cancellations. It wasn’t even 8 a.m.
Days like this used to be a once-a-year occurrence. A snowpocalypse would smother the entire East Coast or an airline’s computer system would go down or a strike would happen. A week of misery would follow while the whole industry dug out. Then we’d be back to normal.
But throughout 2023, it has seemed like overlapping travel miseries are the new normal. Snow gives way to ice, which gives way to hail, which gives way to heat so blistering that planes can’t take off. That’s what it feels like. Meanwhile, there aren’t enough flight crews, maintenance crews, or traffic controller crews to keep planes in the air. Airlines are losing luggage, losing seat assignments, losing upgrades. It is unclear what is happening on this specific day: Things first seemed to go south at Newark airport despite the clear, warm weather conditions there, and the delays were quickly dominoing to other airports. It’s odd—but also typical.
Advertisement
It’s no longer unusual to have a client call me in a panic saying that their flight has been canceled, and the airline has rebooked them for a flight … three days later. They’re rebooked three days later because so many other flights were also canceled that every flight for the next three days is already completely packed full. The week leading up to the Fourth of July, I spent nearly 17 hours over five days on hold with various airlines so that I could get stranded passenger after stranded passenger home. My company has an after-hours service handling the emergencies for our clients that inevitably crop up on nights and weekends. But lately, I’ve started each day with irate calls from clients who have spent hours on hold in the middle of the night with our service—unable to get through, unable to get help.
Advertisement
Advertisement
You’re not imagining it—and it wasn’t just your trip to see your family or your Europe vacation that was turned into a multiday airport nightmare by dint of bad luck. The air-travel industry is simply overwhelmed right now. It’s just harder to go places.
I spend most of my time as a travel agent working with business travelers. The goal is to get them where they need to be, at the time they need to be there, for as little money as possible. Our agency saves our clients millions of dollars each year by keeping their travelers on policy and in budget, helping them avoid fees and maximize perks. But for the first time in the dozen years I’ve been doing this, budget concerns are taking a back seat to fear. Clients who used to have no problem saving money by booking flights with layovers are now only booking nonstops. At least with nonstops their chances of being stranded in a strange city are cut by 75 percent. No one wants to be on the last flight out anymore because they want to know that if their flight is canceled, at least they might have a later one to hop on instead. People are adding whole days to their trips “just in case,” because their meeting is too important to miss because of a maintenance issue or a cabin crew timeout.
Advertisement
Advertisement
Advertisement
I’m snatching time to write this piece while I’m on hold, and I’m on hold a lot. I just checked again—cancellations are now up to 1,284 for the day. Delta’s revalidation system (which books travelers on new flights during cancellations or delays without issuing a completely new ticket) is down according to the travel agent support desk I’m in frequent touch with, and I’m watching the phone lines light up. I have spent the last three hours helping clients get unstranded because everyone in Boston, New York, and Newark has had their flight canceled out from under them by United.
Advertisement
The New Air Travel Normal has the same vibes as inflation at the grocery store. We are all just forced to accept that everything costs more, satisfies less, and we normal folks are powerless to reverse the slide into expensive misery. A travel agent can mitigate the misery by leveraging all their tools, expertise, relationships, and tricks to keep their travelers as comfortable as possible, but in the end, we can’t make the weather less extreme, the crews less exhausted, or the planes more mechanically sound.
Advertisement
We’re up to 1,501 cancellations, and I’m on hold with Air Canada to try to figure out how to get two very nice ladies back to the States today, since the airline canceled their flights and they have no hotel, no car, and no child care back at home after 9 p.m. tonight.
Advertisement
Things have been so bad all the way through 2023 with the airlines that sometimes I just sit and daydream about what life would be like if we had a high-speed rail system like China or Europe. If we weren’t at the mercy of airlines more interested in stock buybacks than they are in training pilots or paying flight attendants. If instead of the ever-increasing weather-related flight delays caused by global warming, we might be cozily ensconced in a viewing car, watching the storm roll by. It feels like everyone from industry insiders to casual vacationers is craving a more humane travel ecosystem that makes us feel less trapped and more free. But we’re caught in the gears of a machine determined to squeeze as much short-term profit as possible out of us, no matter the cost in health, comfort, time, or money.
Advertisement
It’s only 10:30 a.m. and we’re at 1,682 cancellations. But I got my ladies on a 6 p.m. flight, and they should get home to their kids tonight. I’m glad they had someone like me at their back today. I would recommend to anyone traveling in our New Normal to build as much margin into your plans as possible. Schedule that extra day of PTO and that extra hour of child care. If you can, work with an experienced travel agent instead of booking online, just so that you have someone in your corner when things go sideways. If you can’t, then at least book directly through the airline instead of a third-party website, where delays can leave you at the mercy of two customer service phone lines. Pack your meds and a change of clothes in your carry-on. Travel with the expectation of irritation for the foreseeable future.
As for me and my fellow agents? Our jobs have never been more secure or less secure than they are now. We’re needed more than ever—and the industry has never been more in flux. Every week brings a new crisis to navigate and new rules to learn. The day is winding down, and there have been 2,269 cancellations and 33,966 delays. But all my travelers are home safe, and I feel good about the day’s work.
Something Has Happened to the Travel Industry. I’m the One Dealing With It.
Recent Comments
A weaker dollar, skyrocketing prices and ‘record’ visitor numbers: Good luck in Europe this summer
on
Viral Tiktok Puts Tom Cruise’s Les Grossman In The Super Mario Bros. Movie, And It’s-A F-ing Great
on
Tom Cruise Is Teaming Up With The Revenant Director For His First Movie Post-Mission: Impossible 8
on
Tom Cruise And Nicole Kidman Face The Brunt Of Scathing Comments From Eyes Wide Shut Screenwriter
on
San Mateo County Community College District sues five companies over role in ‘pay to play’ scandal
on
Russian cruise and ballistic missiles kill 4 in Ukraine and Ukrainian rockets kill 2 in Russian city
on
PGA Show 2023: Best finds, exhibitor list, vendors, floor plan, schedule, dates, more from Orlando
on
Monday Mailbag: What’s next for Sean O’Malley, is Chito Vera impossible to finish, rest of UFC 299
on
LIVALL Showcases Smart Helmets For Cyclists And Commuters At Pepcom Holiday Shopping Preview Event
on
Lake Tahoe officials tackle overtourism with focus on management, not marketing; new fees may loom
on
How my Apple Watch proved the ultimate travel necessity when I spent a week halfway around the world
on
Ford Blue Cruise: US regulators investigate fatal crashes involving hands-free driving technology
on
Arsenal highlighted for spending 26 seconds taking corner v Everton – Sky Sports’ tweet backfires
on
Inside Hoda Kotb and Jenna Bush Hager’s ‘amazing’ luxury spring break vacations with their families
on
Inside Floyd Mayweather’s Lavish Lifestyle: A Look at His Stunning Car Collection and Private Jet
on
In
on
If Tom Cruise Ever Gets A Theme Park, Here’s What Movies Should Get Their Own Rides And Attractions
on
‘I Will Immediately Retire From Boxing and Fight Jorge Masvidal…’: Jake Paul Starts 2023 With a Bang
on
How The Other Half Fly: VistaJet Goes To Enviable Lengths To Make Air Travel Better For Your Body
on
Hollywood Reporter: Tom Cruise negotiated with movie studios over AI before the actors strike began
on
Growing number of sports bras, athletic wear found with high levels of toxic chemical, watchdog says
on
GM Cruise Setbacks And EV Profitability Concerns: Analyst Lowers Expectations for Future Investments
on
Fresno State at Nevada live stream, odds, channel, prediction, how to watch on CBS Sports Network
on
Ford Blue Cruise: US regulators investigate fatal crashes involving hands-free driving technology
on
Following Exchange With Caitlin Clark At News Conference, Columnist Won’t Cover Indiana Fever Games
on
Florida lawmakers introduce bills that would criminalize storming fields, courts at sporting events
on
FIU vs. Jacksonville State live stream, how to watch online, CBS Sports Network channel finder, odds
on
Erdogan to attend Turkey-Netherlands Euro 2024 quarterfinal amid diplomatic row with host Germany
on
East Carolina vs. Tulane basketball game postponed following death of Pirates announcer Jeff Charles
on
EA Sports College Football 25, among most anticipated sports video games in history, hits the market
on
Dubai International Airport sees 41.6 million passengers in first half of year, more than in 2019
on
Dozens of boats cruise the Seine in a rehearsal for the Paris Olympics’ opening ceremony on July 26
on
Dozens of boats cruise the Seine in a rehearsal for the Paris Olympics’ opening ceremony on July 26
on
Donovan Mitchell will be extra motivated to carry the Cavaliers, plus other best bets for Tuesday
on
Disney Cruise Line Announces New Fireworks Show and More Details About ‘Silver Anniversary at Sea’
on
Devout athletes find strength in their faith. But practicing it and elite sports can pose hurdles
on
Despite strong Lunar New Year holiday data, consumer spending in China isn’t roaring back just yet
on
Death toll from Ian, storm-caused flooding crosses 50 people; remnants to dissipate over Virginia
on
David and Victoria Beckham so ‘Charmed’ by Tom Cruise They Have His Photos on Display at Their Home
on
Dave Portnoy: Taylor Swift’s security should ‘drag Kim Kardashian to jail’ if she attends Eras Tour
on
Dallas Cowboys Will “Bring You Nothing But Bad Luck”, Sports Media Vet Warns Luka Doncic’s Mavericks
on
Cruise worker accused of stabbing woman and 2 security guards with scissors on ship headed to Alaska
on
Cruise guest gets stuck on ‘claustrophobic’ water slide suspended over ocean: ‘That is super scary’
on
CONCEPT ART: New Details Revealed for Disney Cruise Line Lookout Cay at Lighthouse Point Destination
on
“Completely Tormented”: How Tom Cruise Was Almost Cast In The Shawshank Redemption (& Why He Wasn’t)
on
“Completely Knocked Me Out”: Rob Lowe Recalls Boxing Match With Tom Cruise On 1983 Brat Pack Classic
on
Comparing the Humongous Combined Wealth of Latest Business Partners Lewis Hamilton and Rory McIlroy
on
Colorado State vs. New Mexico live stream, channel, prediction, how to watch on CBS Sports Network
on
College basketball rankings: Virginia joins preseason Top 25 And 1, ready to contend for ACC title
on
College basketball rankings: Kansas helps Big 12 lead conference race for most Top 100 And 1 players
on
CBS Sports announces Matt Ryan will join NFL studio show. Longtime analysts Simms and Esiason depart
on
Can Tom Cruise Save The Box Office Again With Mission: Impossible – Dead Reckoning? An Investigation
on
Cam Newton’s Violent Public Incident Draws Hilarious Reaction From 3x All-Star: “Where Do I Sign Up
on
“Bro Is Jogging”: Resurfaced Video of Usain Bolt’s 9.84 Seconds Run, Leaves Sports World in Denial
on
Braun Strowman Reportedly Set for WWE Return Abroad on Promotional Tour After 6 Months Out Injured
on
Brad Keselowski Feels NASCAR Could Welcome New Manufacturer Soon Amid Martin Truex Jr’s Engine Tests
on
Boise State vs. Nevada live stream, odds, channel, prediction, how to watch on CBS Sports Network
on
Boise State vs. Air Force live stream, odds, channel, prediction, how to watch on CBS Sports Network
on
Big Tech companies will cover travel expenses for employees’ medical procedures, including abortion
on
Biden: ‘At this point I’m not’ planning to visit East Palestine, Ohio, after toxic train derailment
on
Best places to travel in 2023: National Geographic unveils list of top 25 destinations for next year
on
Ask Amy: Should I keep my RSVP simple and just gracefully decline or say I can’t afford the trip?
on
As more abortion bans occur, many patients must travel hundreds of miles for care – or be stranded
on
Air Force vs. Utah State live stream, how to watch online, CBS Sports Network channel finder, odds
on
After UFC Fallout, Conor McGregor Offers a Valuable Piece of Advice to Free Agent Francis Ngannou
on
A weaker dollar, skyrocketing prices and ‘record’ visitor numbers: Good luck in Europe this summer
on
A missile fired by Houthis strikes a US-owned vessel off Yemen in the Gulf of Aden, raising tensions
on
A heavy wave of Russian missile attacks pounds areas across Ukraine, killing at least 4 civilians
on
2023 NFL All-Rookie Team: CBS Sports draft expert, former GM unveil league’s best first-year players
on
$12M Worth Dawn Staley Sports Pricey Jordans While Witnessing Joel Embiid’s Suffering Against Knicks
on
Dozens of boats cruise the Seine in a rehearsal for the Paris Olympics’ opening ceremony on July 26
on
2023 NFL All-Rookie Team: CBS Sports draft expert, former GM unveil league’s best first-year players
on
If you’re a frequent traveler, these wrap tops from Aday will revolutionize your on-the-go wardrobe
on
2024 Super Bowl: CBS Sports Network and CBS Sports HQ to combine for 115 hours of weeklong coverage
on
Sports World Hails ‘Superwoman’ Lindsey Vonn for Her Grand Comeback Despite Career-Changing Injury
on
How Does Jack Nicklaus Travel? Exploring the Private Jets Owned by the ‘Golden Bear’ Over the Years
on
College basketball rankings: Kansas helps Big 12 lead conference race for most Top 100 And 1 players
on
A weaker dollar, skyrocketing prices and ‘record’ visitor numbers: Good luck in Europe this summer
on
Lamar Jackson: NFC side tipped to be ‘overwhelming’ Super Bowl favourites if they signed Ravens QB
on
ICC T20 World Cup 2022: “Love Cricket At All Levels, I’ll Watch Any Cricket, And Love Going There”
on
2023 NFL All-Rookie Team: CBS Sports draft expert, former GM unveil league’s best first-year players
on
Joe Manchin and Tommy Tuberville introduce bill on name, image and likeness rules for college sports
on
San Mateo County Community College District sues five companies over role in ‘pay to play’ scandal
on
If you’re a frequent traveler, these wrap tops from Aday will revolutionize your on-the-go wardrobe
on
“Completely Knocked Me Out”: Rob Lowe Recalls Boxing Match With Tom Cruise On 1983 Brat Pack Classic
on
Biden to tout bill’s prescription drug prices, energy provisions in pitch to Americans, aide says
on
Following Exchange With Caitlin Clark At News Conference, Columnist Won’t Cover Indiana Fever Games
on
Inside Out Mini Jawbreaker Puzzle Game from Disney Cruise Line Now Available at Walt Disney World
on
Katherine Paprocka allegedly embezzled nearly $600k from school for family vacations, IVF treatment
on
Johnny Knoxville Talks Jackass Stunts And How They Compare To Tom Cruise’s Mission: Impossible Work
on
Napoli owner admits he ‘knew’ Victor Osimhen would end up at ‘Real Madrid, PSG or one English club’
on
Camilla Parker Bowles Revealed the ‘Nicest Thing’ She and Prince Charles Do When They Travel Is Free
on
Russian cruise and ballistic missiles kill 4 in Ukraine and Ukrainian rockets kill 2 in Russian city
on
Can Tom Cruise Save The Box Office Again With Mission: Impossible – Dead Reckoning? An Investigation
on
Boise State vs. Air Force live stream, odds, channel, prediction, how to watch on CBS Sports Network
on
CONCEPT ART: New Details Revealed for Disney Cruise Line Lookout Cay at Lighthouse Point Destination
on
College basketball rankings: Kansas helps Big 12 lead conference race for most Top 100 And 1 players
on
Inside Floyd Mayweather’s Lavish Lifestyle: A Look at His Stunning Car Collection and Private Jet
on
Cruise guest gets stuck on ‘claustrophobic’ water slide suspended over ocean: ‘That is super scary’
on
David and Victoria Beckham so ‘Charmed’ by Tom Cruise They Have His Photos on Display at Their Home
on
Boston College vs. Army live stream, how to watch online, CBS Sports Network channel finder, odds
on
Big Tech companies will cover travel expenses for employees’ medical procedures, including abortion
on
Russian cruise and ballistic missiles kill 4 in Ukraine and Ukrainian rockets kill 2 in Russian city
on
A weaker dollar, skyrocketing prices and ‘record’ visitor numbers: Good luck in Europe this summer
on
GameFly Sale Offering Nintendo Switch Sports at a Mind-Blowing Price, Don’t Miss the Opportunity!
on
Ford Blue Cruise: US regulators investigate fatal crashes involving hands-free driving technology
on
San Mateo County Community College District sues five companies over role in ‘pay to play’ scandal
on
2024 Super Bowl: CBS Sports Network and CBS Sports HQ to combine for 115 hours of weeklong coverage
on
Despite strong Lunar New Year holiday data, consumer spending in China isn’t roaring back just yet
on
2023 NFL All-Rookie Team: CBS Sports draft expert, former GM unveil league’s best first-year players
on
Devout athletes find strength in their faith. But practicing it and elite sports can pose hurdles
on
The Rev. Al Sharpton to lead protest after Florida governor’s ban of African American studies course
on
After UFC Fallout, Conor McGregor Offers a Valuable Piece of Advice to Free Agent Francis Ngannou
on
CONCEPT ART: New Details Revealed for Disney Cruise Line Lookout Cay at Lighthouse Point Destination
on
Saipan, placid island setting for Assange’s last battle, is briefly mobbed – and bemused by the fuss
on
CONCEPT ART: New Details Revealed for Disney Cruise Line Lookout Cay at Lighthouse Point Destination
on
David and Victoria Beckham so ‘Charmed’ by Tom Cruise They Have His Photos on Display at Their Home
on
Iowa State starting RB Jirehl Brock among latest college football players charged in gambling probe
on
Biden to tout bill’s prescription drug prices, energy provisions in pitch to Americans, aide says
on
Iowa State starting RB Jirehl Brock among latest college football players charged in gambling probe
on
The Rev. Al Sharpton to lead protest after Florida governor’s ban of African American studies course
on
Sports World Hails ‘Superwoman’ Lindsey Vonn for Her Grand Comeback Despite Career-Changing Injury
on
San Mateo County Community College District sues five companies over role in ‘pay to play’ scandal
on
Saipan, placid island setting for Assange’s last battle, is briefly mobbed – and bemused by the fuss
on
‘Pokémon Scarlet’ and ‘Violet’ Fan Theories Suggest Legendary Time Travel, Alternate Dimension Plot
on
Joe Manchin and Tommy Tuberville introduce bill on name, image and likeness rules for college sports
on
Inside the Michael Jordan ‘Air’ movie, plus why NFL, others are buying into the sports film industry
on
If you’re a frequent traveler, these wrap tops from Aday will revolutionize your on-the-go wardrobe
on
How Does Jack Nicklaus Travel? Exploring the Private Jets Owned by the ‘Golden Bear’ Over the Years
on
Hollywood Reporter: Tom Cruise negotiated with movie studios over AI before the actors strike began
on
Ford Blue Cruise: US regulators investigate fatal crashes involving hands-free driving technology
on
Dozens of boats cruise the Seine in a rehearsal for the Paris Olympics’ opening ceremony on July 26
on
Devout athletes find strength in their faith. But practicing it and elite sports can pose hurdles
on
Despite strong Lunar New Year holiday data, consumer spending in China isn’t roaring back just yet
on
David and Victoria Beckham so ‘Charmed’ by Tom Cruise They Have His Photos on Display at Their Home
on
CONCEPT ART: New Details Revealed for Disney Cruise Line Lookout Cay at Lighthouse Point Destination
on
CBS Sports announces Matt Ryan will join NFL studio show. Longtime analysts Simms and Esiason depart
on
Boston College vs. Army live stream, how to watch online, CBS Sports Network channel finder, odds
on
Boise State vs. Air Force live stream, odds, channel, prediction, how to watch on CBS Sports Network
on
Biden to tout bill’s prescription drug prices, energy provisions in pitch to Americans, aide says
on
After UFC Fallout, Conor McGregor Offers a Valuable Piece of Advice to Free Agent Francis Ngannou
on
2024 Super Bowl: CBS Sports Network and CBS Sports HQ to combine for 115 hours of weeklong coverage
on
‘Best Intention’: Chris Kirk Has Absolute Trust in Jay Monahan and PGA Tour’s Widely Debated Model
on
2023 NFL All-Rookie Team: CBS Sports draft expert, former GM unveil league’s best first-year players
on
“Completely Knocked Me Out”: Rob Lowe Recalls Boxing Match With Tom Cruise On 1983 Brat Pack Classic
on
CONCEPT ART: New Details Revealed for Disney Cruise Line Lookout Cay at Lighthouse Point Destination
on
“Completely Knocked Me Out”: Rob Lowe Recalls Boxing Match With Tom Cruise On 1983 Brat Pack Classic
on
CBS Sports announces Matt Ryan will join NFL studio show. Longtime analysts Simms and Esiason depart
on
Carlos Sainz’s Soccer Fanboy Emerges as Spaniard Shares Defining Moment With This Real Madrid Legend
on
Biden: ‘At this point I’m not’ planning to visit East Palestine, Ohio, after toxic train derailment
on
‘Best Intention’: Chris Kirk Has Absolute Trust in Jay Monahan and PGA Tour’s Widely Debated Model
on
Ahead of big sports weekend, dispute with Disney leaves millions of cable subscribers in the dark
on
A heavy wave of Russian missile attacks pounds areas across Ukraine, killing at least 4 civilians
on
2024 Super Bowl: CBS Sports Network and CBS Sports HQ to combine for 115 hours of weeklong coverage
on
2023 NFL All-Rookie Team: CBS Sports draft expert, former GM unveil league’s best first-year players
on
Army vs. Coastal Carolina live stream, how to watch online, CBS Sports Network channel finder, odds
on
AL Rookie of the Year Julio Rodriguez Spreads Joy and Sportsmanship to the Youth of Loma de Cabrera
on
After UFC Fallout, Conor McGregor Offers a Valuable Piece of Advice to Free Agent Francis Ngannou
on
Dubai International Airport sees 41.6 million passengers in first half of year, more than in 2019
on
Devout athletes find strength in their faith. But practicing it and elite sports can pose hurdles
on
Despite strong Lunar New Year holiday data, consumer spending in China isn’t roaring back just yet
on
Dave Portnoy: Taylor Swift’s security should ‘drag Kim Kardashian to jail’ if she attends Eras Tour
on
CONCEPT ART: New Details Revealed for Disney Cruise Line Lookout Cay at Lighthouse Point Destination
on
“Completely Knocked Me Out”: Rob Lowe Recalls Boxing Match With Tom Cruise On 1983 Brat Pack Classic
on
CBS Sports, Serie A announce new TV rights deal; Paramount+ to air over 400 Italian soccer matches
on
Cam Newton’s Violent Public Incident Draws Hilarious Reaction From 3x All-Star: “Where Do I Sign Up
on
Boston College vs. Army live stream, how to watch online, CBS Sports Network channel finder, odds
on
Angel Reese Launches Foundation Dedicated To Empowering Women Through Sports & Financial Literacy
on
A weaker dollar, skyrocketing prices and ‘record’ visitor numbers: Good luck in Europe this summer
on