It’s been an exceptionally rough week for air travel. As the problems caused by last week’s global tech outage push into this week, it feels like an on-time flight is an increasing rarity. Delta has canceled so many flights that it has prompted the United States Department of Transportation (DOT) to open an investigation, citing “the high volume of consumer complaints.”
Clearly, you want to be prepared to fight for what you’re entitled to when an airline, for lack of a better phrase, utterly screws you over. Here’s how to always get the most money possible from a canceled or delayed flight.
What are you entitled to if your flight is delayed?
Earlier this year the Biden-Harris Administration announced a new rule that requires airlines to promptly provide passengers with automatic cash refunds when owed. The purpose of this rule is to make it easy for passengers to obtain refunds when airlines outright cancel or significantly change their flights, significantly delay their checked bags, or fail to provide the extra services they purchased.
So while U.S. airlines are required to give passengers refunds if their flights are outright canceled, the rules around delays are less clear. For instance, “significant delay” is not officially defined anywhere by the DOT. The most useful, up-to-date resource for what you’re entitled to is the DOT’s Airline Customer Service Dashboard. Follow this link to check out a grid of the major U.S. airlines and which services they’ve promised to provide should there be a “controllable” flight cancelation or delay. What counts as controllable includes maintenance or crew problems, cabin cleaning, baggage loading, fueling, and other delays caused by the airline itself.
However, the DOT encourages travelers to reach out to the airlines before filing a complaint. “Before you contact DOT for help with an air travel problem, you should give the airline a chance to resolve it,” the DOT explains. Customer Service Representatives may be able to resolve your issue on the spot. You can also visit FlightRights.gov for a listing of the benefits and rights they are entitled too.
Know your airline passenger rights
Despite the new rule about prompt cash refunds for canceled flights, federal law still does not require airlines to provide passengers with money or other compensation when flights are delayed. This means that in most cases, compensation is at the discretion of the airline.
Canceled flights
If an airline cancels your flight less than 14 days before departure and you choose to cancel your trip entirely, you’re entitled to a refund of both your plane ticket and any pre-paid baggage fees. This typically applies even if you have non-refundable tickets.
Delayed flights
Again, federal law does not require airlines to provide passengers with any sort of reimbursement when flights are delayed. When flights are delayed for unpredictable events like weather or mechanical issues, compensation is at the discretion of the airline. However, the airline is required to rebook you on a different flight at no additional cost. And if you end up stuck in the airport, it’s up to the airline to decide what sort of vouchers they offer—more on that below.
Baggage issues
Few things are as frustrating as finally making it to your destination, only for your luggage to be lost somewhere between your departure and your arrival. Airlines are required to compensate you for any “reasonable, verifiable, and actual” expenses that arise due to your baggage damage or delay, according to the DOT.
Unfortunately, you may not be fully compensated for everything that’s lost or damaged in your bag. There is also a cap on the amount of money airlines are required to compensate you if your bags are lost, damaged, or delayed. The maximum liability amount allowed by the DOT is $3,800 per passenger. You should immediately notify your airline if your bag has been damaged and ensure the conversation is documented so you can file a claim with the DOT if you are not properly compensated.
And if your bag is delayed, it’s the airline’s responsibility to find and get it back to you. While most airlines promise to bring your bag to your hotel or wherever you’re staying once it’s found, this is not a requirement nor a guarantee.
Overbooking and denied boarding
Somehow, overbooking flights is not only legal, but commonplace. When an airline overbooks a flight, it can either voluntarily or involuntarily bump passengers. Before bumping passengers involuntarily or without approval, airlines must seek out voluntary travelers willing to take another flight in exchange for compensation. You’ve probably heard airlines incentivize travelers with vouchers. However, if no one takes the customer service reps up on these voucher offers, the airline may involuntarily bump passengers or deny boarding. This turns into “denied boarding.”
Depending on the airline’s reasoning, you may be eligible for compensation if you are denied boarding. If you are bumped from a flight due to reasons such as overbooking, you may qualify for denied boarding compensation. However, passengers are usually not eligible for compensation if they experience any of the following situations:
Aircraft changes due to safety or operational reasons
A plane’s weight or balance restrictions prevent the passenger from boarding
A passenger is downgraded to a lower seating class for an overbooked flight
Charter flights that run outside an airline’s regular schedule are overbooked, delayed, or canceled
Flights on small aircrafts (less than 30 passengers) are overbooked, delayed, or canceled
International flights are overbooked, delayed, or canceled
To qualify for involuntary denied boarding compensation, you must have a confirmed flight reservation, you must have checked in and arrived at your gate on time, and you must be unable to reach your destination within one hour of your original flight’s arrival time. The compensation amount will depend on how long of a delay you face, which is outlined on the DOT website.
Finally: Don’t automatically accept that voucher
While some airlines may offer tickets or vouchers for those involuntarily bumped, you have the right to request a check for cash instead. The likelihood you’ll receive one depends on the circumstances around your reason for cancelation as well as the airline’s policies. Still, double-checking with a customer service representative could reap cash rewards. On that note, if you do need to connect with a real human, here’s our guide to navigating an airline’s phone lines.
And hey, as a last resort, you can take to social media to publicly complain in the hopes that a representative will finally respond to you.
For more, here’s our guide to the airline passenger rights everyone should know.
