Airline customers have refund and rebooking rights after delays and cancellations, DOT rules show
Under Department of Transportation regulations, airlines must give passengers a choice when a flight is canceled or significantly delayed, rebooking on the airline's next available flight at no additional cost or a full cash refund.
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Travelers who dealt with flight cancellations, delays and long waits for checked luggage at Newark Liberty International Airport this week may be entitled to compensation they don't know they can claim, according to federal rules that took effect in 2024 and remain in place.
Under Department of Transportation regulations, airlines must give passengers a choice when a flight is canceled or significantly delayed, rebooking on the airline's next available flight at no additional cost or a full cash refund.
If a traveler still wants to reach their destination, the airline must rebook them on its next available flight at no additional cost, with no change fee and no fare difference as long as a seat is open. Passengers are not required to accept a travel credit or voucher in place of that option.
The refund applies regardless of the cause of the disruption, whether it's a mechanical issue, staffing shortage or weather. It also extends to flights that are "significantly changed,” which DOT defines as a delay of more than three hours on domestic flights or six hours on international flights, as well as changes that route passengers through a different airport, add a connection, or downgrade their class of service.
The Department of Transportation says most airlines will rebook passengers for free on the next available flight with seats, and travelers who choose to cancel their trip instead are entitled to a full refund even on non-refundable tickets.
A 2024 DOT rule bars airlines from automatically issuing travel vouchers instead of money. Refunds must go back to the original form of payment, within seven days for credit card purchases and 20 days for other payment methods.
The disruptions at Newark also left some travelers waiting hours to retrieve checked luggage. Under DOT rules, if a bag isn't delivered within 12 hours of a domestic flight landing, passengers can file a claim and recover the baggage fee they paid.
While airlines aren't required to transfer a passenger's ticket to another carrier, some will do so if the original airline has no available seats. Travelers can ask, but the airline is under no obligation to agree.
Passengers who believe an airline isn't honoring these rules can file a complaint directly with the Department of Transportation through its aviation consumer protection division.
