Flight delays and cancellations can be incredibly frustrating and disruptive. Whether you’re traveling for business or pleasure, no one likes waiting around at the airport or having their carefully planned itinerary thrown off course. However, it’s important to remember that as a passenger, you have rights that can help you navigate these situations with a bit more ease and, hopefully, some compensation.
Note: This post discusses flight delays and cancellations in the US. If you are in a European Union country, you may have more rights, especially in regards to delays. Research EU-specific rules for more information.
Flight delays
There are no federal laws that require airlines to compensate passengers for delays, whether 15 minutes or five hours. However, some airlines will provide different levels of compensation depending on the delay. For instance, my wife was recently delayed for three hours due to a thunderstorm. The airline provided chips and cookies (and not-so-helpfully pointed a passenger to a water fountain when he asked for water).
Airlines have taken small steps to help during longer delays
While there’s no federal policy, airlines say they will provide levels of compensation for flights that are significantly delayed. According to a USA Today article, Alaska, American, Delta, Jet Blue and United will:
- rebook passengers on the same airline or a partner for no extra cost,
- provide a meal voucher when the delay is at least three hours, or
- provide complimentary hotel accommodations and transportation to the hotel for overnight delays.
If you’re flying a different airline than those mentioned above and experience a delay, it never hurts to ask for compensation. If it’s around dinner time and the flight is still two hours from boarding, ask for a voucher. You probably won’t receive much money, but a sandwich and chips are better than nothing.
Timely information
When your flight is delayed, the airline should tell you the cause of the delay, the estimated duration, and any rebooking options available. They should also assist you with any necessary arrangements, such as helping you book alternative flights if needed. Often though they are scrambling to figure out what’s going on. During the recent delay my wife experienced, the website said they would be boarding an hour before the time given by the in-person gate agent.
Flight Cancellations
In case of a flight cancellation, the airline is obligated to inform you as soon as possible. They should provide you with an explanation for the cancellation and inform you of your options:
Rebooking. Most airlines will rebook you on their next flight (if there’s room) to your destination for free. Some will book you on a partner’s flight if no seats are available with their airline. If you find a partner with a departure time that works better for you, it doesn’t hurt to ask to be rebooked on that airline.
Cancellation. If you choose to cancel your trip as a result of the flight being canceled, you are entitled to a refund, even for non-refundable tickets. This would of course include any fees you paid for baggage, seat selection, or other extras.
Be wary of vouchers. Some airlines will first offer a voucher for future travel. Make sure you understand all restrictions on using the voucher, such as blackout dates or limited seating options.
No guarantee of a hotel room or meal voucher. Even if you were booked on the last flight of the evening, if that flight is canceled the airline is not obligated to offer you a hotel room or meal voucher. Nor will the airline pay any ancillary costs that you incur from not arriving at your destination on time (e.g., hotel rooms, cruises, or lost wages).
What to do next
When you discover your flight is canceled, it’s important to communicate with the airline as quickly as possible. I’ve read articles that said to stand in line (with the hundreds of other passengers) if you’re at the airport but at the same time call the airline (either through the US toll-free numbers or through an international line) to try to get immediate assistance. Consider texting or reaching out through social media as well.
First though, I would pull up the Airline Customer Service Dashboard. This website provides a list of US airlines and the commitments they’ve made for various delays and cancellations. For instance, the airline that my wife was on promises a meal or meal voucher for delays lasting three hours or more.
Once you know what you should receive, don’t be afraid to ask for it and more. Many times, airline representatives have the discretion to provide a meal voucher with a shorter delay, or may be willing to bump up the compensation if you’re part of their mileage membership. If the airline that’s delayed has been in the news recently for an abnormal number of delays, it may be worth it to ask for more; most will not want negative press if they’ve recently been down that road.
Decide on your absolute needs
If you find you’re getting nowhere with the airlines, it’s time to decide what you really need to get through the time until your next flight. If it’s 11am, there are seven flights to your destination, and all you need is lunch, is it worth the continued hassle to save $20? Or if you’re stuck in the airport at 10pm with your flight not leaving until 11am the next morning, is it worth it to forgo a good night’s sleep to save $100? Some people don’t have the ability to spend an extra $100 for a hotel room; if you do decide if it’s worth it, whether or not you’re getting reimbursed.
Escalate
For every dollar you spend on a cab, dinner, dry cleaning, a hotel room…whatever the case may be, save your receipts. Most airlines have online forms or contact information you can use to continue to make your case, even after you’ve finally arrived at your destination. If you believe you were entitled to compensation and didn’t receive it, consider escalating your concerns to the US Department of Transportation. They provide an online form that you can use to register your complaints.
And don’t forget social media. If you didn’t receive promised compensation or had to deal with surly agents, let the airline (and the world) know through social media. Oftentimes this will motivate a company to act more than a call to their 800 number.
Hopefully you won’t have to deal with flight delays or cancellations. If you do, make sure you understand your options and try to communicate with an airline representative as quickly as possible.
Photo by Hanson Lu