Traveling is great when everything goes to plan. Unfortunately, most of us have likely found ourselves stuck at the airport because of a delayed flight or stranded in a random city’s budget hotel due to a canceled flight. The sad truth is that, with travel, it’s always possible that something might go wrong. The good news, however, is that a new rule has gone into effect, with airlines required to refund passengers for canceled delayed flights.
Here’s what to know:
Read also: How to Make the Most of a Long Layover
What are your options if an airline changes or cancels your flight?
If an airline makes a significant change to your flight route, like a cancelation or delay, you’ll likely be left with two options:
- You have the right to ask to be put on another flight, free of charge—even if the new flight is more expensive. You will be rebooked on a flight with the same airline. However, if for some reason that rebooked flight does not work for you, you could ask the airline to reschedule your canceled flight with another airline. This may not always be possible, but it doesn’t hurt to ask, as many airlines have partner airlines they work with to reschedule flights.
- If you do not want to be placed on the new flight, a new rule has gone into effect that is on your side. This new rule, which the Department of Transportation enacted, requires airlines to refund passengers for canceled delayed flights. This is a major win for passengers, given that before you might have had to spend hours waiting in a customer service line just to be given a measly voucher and refunds were determined by each individual airline’s discretion.
What constitutes a significant delay?
As of October 2024, the Department of Transportation (DOT) set a new rule, with airlines required to refund passengers for canceled delayed flights. To receive a refund, there must be a significant change, defined as one of the below:
- A three-hour or longer delay for domestic flights.
- At least a six-hour delay on international flights.
- Your changed flight departs or arrives at a different airport than the one you originally booked.
- Your flight has an increased number of connections.
- You are downgraded to a lower class or service level.
- The flight you are changed to does not provide adequate accommodations if you have a disability.
Refunds must be issued automatically
Under the new rule, with airlines required to refund passengers for canceled delayed flights, the DOT also ruled that refunds must be issued automatically—without requiring the passenger to submit paperwork. Also covered in the new rule of airlines required to refund passengers for canceled delayed flights are baggage delay refunds as well as refunds for non-working WiFi, seat entertainment, seat selection, and more. You can read more about the new rules here.
What steps should you take when your flight is canceled or delayed?
If you do indeed find yourself dealing with a canceled or delayed flight, here’s what you should do in the moment:
- Stay calm. The airline likely has to rebook an entire flight worth of people, so practice your patience. Remember, the person helping you is likely not the reason your flight is delayed. So, be respectful and kind as it might help you gain additional vouchers or get booked on another flight quickly.
- Get to customer service as soon as possible. The airline will likely rebook you on the next available flight. If the new flight doesn’t work for you, remember, you are due an automatic refund. Bonus tip: If you’re at the airport already, the quickest way to get help will be to go to the airline’s customer service desk. If the line is especially long, start a chat or dial the phone number while in line and see who helps you first. If you’re still not having luck, try messaging the airline via social media as a last resort.
- You may be wondering, “Can an airline reschedule a canceled flight with another airline?” If the flight you are rebooked on doesn’t work for whatever reason (perhaps it’s too long of a wait and you have an important event to attend), ask the customer service representative if they can rebook you with another airline. Airlines often have partner airlines they can try to rebook you with but this will be at the discretion of the airline.
- If you end up stranded overnight, ask for hotel and meal vouchers and use the Department of Transportation’s Airline Customer Dashboard to make sure you get everything you are owed. While airlines are required to refund flights, they are not required to provide other types of vouchers. However, many airlines have committed to refund agreements with the DOT which you can confirm here in this handy dashboard.
- Keep track of your expenses and take pictures of all your receipts. You may be able to get refunded for everything from rideshare costs to that sad sandwich you bought at the Hudson News stand, so keep track of every penny.
Is there any way to avoid flight delays or make them easier?
Though a flight change is never ideal, there are a few things that could help make your life a little bit easier, so keep these helpful tips in your back pocket:
- Book a direct flight whenever possible. This might not always be possible, but paying more for a direct flight when possible is usually a good idea. If not, check that you have enough time during your layover in case something goes wrong.
- Book through the airline’s website. Unless the price is drastically lower, avoid booking with third-party sites as it can often be tougher to get help when something goes awry.
- Book your flight with a good travel card. They may offer reimbursements related to delayed or canceled flights, luggage fees, and more. Your card could also get you into a lounge if you find yourself stuck at an airport. Don’t know where to start? Take a look at our list of the best travel credit cards out there.
- Think ahead and purchase travel insurance. I’ll be honest, I don’t buy travel insurance for every flight. Personally, I don’t think it’s necessary for every flight I take. But, I am strategic when I do buy it. It’s wise to purchase travel insurance if you’re going abroad, going on an extended trip (3+ weeks), traveling during the holidays, or traveling where weather may be uncertain. In those scenarios, it’s best to play it safe and spend a little to save a lot of worry (and money in the long run). Don’t know where to start? Here’s our list of the best travel insurance out there.
- Get alerts on your phone. Download the airline’s app or sign up for text alerts so you can get a notification as soon as possible if your flight is delayed. This keeps you up to speed and having the app can also get you in contact with customer service if anything goes wrong.
