USA TODAY readers react to DOT’s new civility campaign
The Department of Transportation’s campaign, “The Golden Age of Flying Starts with You,” received a huge response from USA TODAY readers.
My flight has been canceled or delayed. Well, what is it?
You probably feel that the airline is to blame for your troubles, but before you seek compensation, you should ask two important questions. Why was my flight canceled or delayed? If so, how long can I expect it to be delayed?
Your answer will determine how much you owe.
Next, check the Department of Transportation’s Airline Customer Service Dashboard to see what airlines are promising to do for people affected by “controllable” cancellations and delays. These are disruptions within the airline’s control, such as mechanical problems, staff shortages, and delays in cleaning and refueling.
Your rights are further limited if the underlying issue is beyond the airline’s control, such as weather, ground stops, or recent flight reduction orders during a government shutdown.
What is the Cancellations and Delays Dashboard?
The DOT Cancel and Delay Dashboard is a publicly available online tool that shows what various U.S. airlines are committed to providing to passengers when a flight is canceled or delayed for reasons within the airline’s control (such as staffing, maintenance, or mechanical issues). The dashboard uses a simple green check or red “X” format, allowing travelers to compare at a glance which airlines guarantee services such as free rebooking, meal and hotel coupons, ground transportation, and other accommodations in their situation.
The dashboard was introduced on September 1, 2022, following widespread flight disruptions and passenger complaints over the summer.
What do I have to pay if the airline cancels my flight?
Regardless of ticket type, DOT regulations require airlines to provide refunds if your flight is canceled for any reason and you choose not to fly in the future.
If you choose to continue your trip, you have the right to rebook on the same airline without penalty.
Additionally, if the cancellation is within the airline’s control:
- Some airlines (Alaska Airlines, American Airlines, Delta Air Lines, JetBlue Airways, United Airlines) allow you to rebook on partner airlines for free.
- Almost all major airlines offer free hotel stays and round-trip ground transportation to your hotel for overnight cancellations.
- All major airlines offer meal or meal credits if you have to wait more than three hours for your next flight.
Additional details can be found on DOT’s dashboard. Airlines not listed on the dashboard list their customer service efforts on their websites.
If my flight is delayed, am I obligated to compensate?
The answer depends on the situation and the airline.
If the delay is outside of the Airline’s control, the Airline will have no additional obligations to you.
Even if the delay is within the airline’s control, the airline may not owe you anything if it is not considered a significant delay (usually at least three hours).
This coverage applies in the event of a significant delay within the airline’s control and typically reflects compensation for controllable cancellations. But this is not cash compensation and is not required by U.S. regulators. This is usually in the form of hotel, meal, or transportation vouchers, or a refund if you don’t fly.
One important thing to remember is that even if you don’t owe anything, airline customer service representatives may have the authority to offer you meal vouchers, mileage credits, or other compensation for your troubles on a case-by-case basis, so it pays to be polite and it never hurts to ask.
Contributor: Zach Wichter, USA TODAY
