Brief description of the interaction:
Last week I was voluntarily bumped from my return trip from Frankfurt, Germany to RDU. My interaction was between the airline staff and me. A person volunteering to be bumped still goes through the process as if taking the flight. Only in the last minute when airline knows it is overbooked, do you get bumped, which means retrieving your luggage, being reimbursed, and waiting for the next day to catch the next flight, which in my case was the next day.
1. In what "language(s)" did the interaction proceed?
The language of the airline staff was more courteous, thankful, and
accommodating than my previous experiences. I almost felt they were uncomfortably
nice. The dialog was short yes/no questions asking if I would like to volunteer
and how I would like to be reimbursed.
The flow of interaction was as follows:
| My action | Airline (initiated action) | Airport |
| Wait in luggage check-in line | Ask if I want to volunteer to be bumped for a reimbursement | |
| Check in | Check me in: issue boarding pass, confirm I still volunteer to be bumped. | |
| Proceed to the gate and wait to see if volunteers are needed. | After people have boarded, and flight is still overbooked: the airline staff checks with the volunteers to trade seats with standby passengers wishing to fly. | |
| If flight not overbooked, volunteers board and continue flight. Interaction for being bumped is over. | ||
| If bumped, I retrieve luggage. | Retrieve and deliver luggage to me. | |
| Go to Airline counter to be reimburse | Issue reimbursement depending on my preference | |
| Repeat the interaction the next day. Until then, enjoy the day. |
2. What was the total time for the interaction?
The overall cycle is 24 hours, however, the interaction is three hours
from the time of checking in to being reimbursed. The remaining 21 hours
are waiting for the next flight and chance to be bumped again.
3. Who/what initiated the interaction?
The airline.
4. Who/what ended the interaction?
My interaction ended when the airline did not need to bump passengers
and I could board my flight. It could have also ended when I did not want
to volunteer anymore (given the flight had not departed yet).
5. How many cycles did the interaction entail (how many turns were
taken)?
One cycle, although it is possible to repeat when the next flight is
overbooked.
6. Estimate a proportion of time allocation for yourself and the
interacting person/object.
Myself. My time includes the regular check-in time (1.5 hours).
Being bumped adds waiting time (1.5hours) to retrieve luggage and be reimbursed.
In total the interaction is 3 hours.
Airline: I can only measure the direct interaction with me. I was asked questions 4 times for a total of 10 minutes. I have no estimate for the additional time the airline spent to process paperwork for bumping me.
Airport: Judging by the time I had to wait for my luggage, the
Airport was busy for 45 minutes to find and deliver it.
7. Were there any misunderstandings? If so, how were they repaired?
No misunderstanding. I just had to stay alert to listen for any announcements
and follow directions. I could always ask an airline staff member if I
had questions.
8. Rate the level of control you felt YOU had during the interaction
I had full control I had most control Equal
Control I had little control
I had no control
<--X----------------------------------------------------------------------------------------------->
I had full control because I could always back out of the arrangement as long as the airplane had not left.
9. Rate the level of success of the interaction
Fully successful Total
failure
<----X---------------------------------------------------------------------------------------------------->
Fully successful, the airline and I both accomplished our goals. The airline had a volunteer to bump so that other customers could be accommodated. I had a day to spare and received a reimbursement.
10. Rate your satisfaction with the interaction
Extremely satisfied Extremely Dissatisfied
<----X------------------------------------------------------------------------------------------------------>
Very satisfied. I felt very secure as I controlled to be a volunteer
or not. Also, the language of the airline staff was very polite and accommodating.
The event worked well for my situation as it was at the end of my vacation
and I could spare a day; in effect, my vacation was extended one day. Being
bumped at the start of the vacation is less preferable as it reduces the
time at the vacation destination.
dorian miller, 9/2/2003