What We Actually Do When a Client's Flight Gets Cancelled at Midnight
Just after 11:40 p.m. – the moment 'Delayed' becomes 'Cancelled'. It's just after 11:40 p.m. when the notification comes in. A client — we'll call her Maren, since that's close enough to her real name without using it — is standing at a gate in a connecting airport somewhere in the Midwest, watching her flight status change from "Delayed" to "Cancelled" on the departures board above her head. She's two hours into what was supposed to be a short layover before the final leg of
