Thousands of holidaymakers were stranded, had their holiday plans canceled or had long flight delays for their celebrations. Some hope for compensation, and others just hope to get it.
When a consumer flies domestically in the United States, the rules regarding flight delays and cancellations are overseen by the US Department of Transportation. Generally, there are no US federal laws that require airlines to offer passengers compensation for a delayed flight.
Airlines may have their own policies and may offer better benefits if a flight is canceled or significantly delayed within the airline’s control.
(Photo by Getty Images, via BBB)
“Consumers can get additional benefits if they purchase their flight with a credit card that offers additional travel protection. They should check the cardholder agreement with the airline,” BBB president Judy Dollison advised.
“It’s essential to keep receipts for additional purchases, such as hotel rooms, ground transportation and meals, so they can submit them to their airline or credit card company for reimbursement later. Typically, almost all domestic airlines will try to accommodate passengers on the next available flight, or even sometimes on another carrier.
When flights are canceled by the airline, consumers are always entitled to a full refund. This includes a refund of any bag fees or extras, such as extra legroom, for one seat. If the airline offers a voucher instead of a refund, ask about the expiration and cutoff dates. Airlines may also have additional restrictions on the use of coupons. Customers are not obliged to accept vouchers and can instead insist on a full refund. However, if the customer cancels the trip, they may not be entitled to a full refund.
Keep the following tips in mind when dealing with travel disruptions:
• Check for delays – Travelers can check their latest flight information on their carrier’s website or via the airline’s telephone reservation system. Many times, delays don’t occur until the day of the flight, and the airline must update its flight information within 30 minutes of receiving a notification of a change in status.
• Check your carrier and credit card terms – While federal regulations do not require airlines to reimburse expenses such as room or board in the event a flight is canceled or severely delayed, carrier companies and credit cards may have different policies. Buy tickets with a credit card that offers travel protection or travelers insurance and check individual airline policies.
• Keep the documentation – Keep receipts and records for expenses incurred as a result of a significantly delayed or canceled flight. These may be needed later to recoup costs.
• Check the operator’s website – Most airlines allow consumers to initiate refunds directly on the carrier’s website. Using a website can help a consumer get a refund or book a trip much faster than waiting for a customer service agent in person or on the phone.
• The rules are different for foreign flights – Flights that are canceled during a stay in another country will be affected by the laws of that country. Check with the local country’s transportation department when traveling internationally.
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Beware of airline ticket scams when booking (or rebooking) travel. For more information, read the BBB’s tips for traveling safely during your vacation.
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