Finding a solution to the menace of ‘overbooked’ flights

It's high time airlines spent time on service rather than saying ‘standard industry practice’

KARACHI: As weird as it may sound, airlines generally tend to overbook their flights to ensure they travel with a maximum amount of passengers. It’s standard industry practice.

So what happens when all passengers with issued tickets show up and want to be accommodated since it’s their right. The incident of United Airlines may be one unfortunate outcome. Another, less unfortunate but still unacceptable, may be the one in which passengers are asked to stand for the duration of the flight, switching with fellow peers at fixed intervals. The latter happened to our very own Pakistan International Airlines (PIA).



Given the significant criticism the industry faces and the quality of service that keeps deteriorating, The Express Tribune looks at why airlines continue to follow the same practice, instead of innovating and finding a sustainable solution.

Federation of Pakistan Chambers of Commerce and Industry Standing Committee on Aviation Chairman Muhammad Yahya Polani said overbooking has become a norm, not only in Pakistan but around the world.

“It is on record that international airlines overbook seats by up to 150%,” he said. “The practice even exists in the United States, where airlines sell excessive tickets in order to avoid losing revenue in case a few passengers miss their flights.”

However, he outlined that the process is not a haphazard one, even if it is portrayed as such. “Overbooking is done on the probability of a no-show, along with the nature and the destination of the flights,” he said.

According to Polani, the difference between a peak season flight and an off-season flight plays a huge role in the overall overbooking percentage.

“If it is a peak season flight, the percentage of overbooking is low. Conversely, if it is an off season flight, then the percentage of overbooking goes high,” he said, explaining that June-August is generally a peak season in Pakistan.

Revealing statistics, he said that airlines during the peak season may overbook flights by 5%, which may go up to 15% during the off-season.

However, he claimed that the declining trend of passengers’ no-show has reduced after airlines started charging people for missing out on flights.

On the other hand, if all passengers, including the overbooked ones, show up for the flight, then airlines offers incentives to those who voluntarily withdraw the seats, according to Polani.

“Almost all airlines accommodate overbooked passengers in the next available flight, offer them meals and hotel stays. Some even offer a free ticket on the same route valid for one-year,” he said.

Meanwhile, in Pakistan, the ticket booking system of the national flag carrier allows for overbooking.

“Our electronic ticket booking system developed by Sabre allows us overbooking,” said a Pakistan International Airlines (PIA) official. “It has nothing to do with airline staffers travelling on jump seats, which are comparatively comfortable and non-revenue seats.”



But given that the practice of overbooking has, by default, a chance of backfiring, maybe it’s time airlines find a solution and offer better service than the ones passengers currently get. After all, no one wants to pay a full amount, go through airport security, get frisked, kill time in the waiting lounge, only to be told that there is no room for you.

the writer is a staff correspondent

Published in The Express Tribune, April 17^th, 2017.

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