The biggest problem with airline travel these days is all of the cancellations and delays. Aside from hard-hit 2020, we had more cancellations in 2022 than in any year since 2001, which was disrupted by the Sept. 11 terrorist attacks. And as detailed in our 2023 report The Plane Truth Part 2, consumers filed a record number of complaints against U.S. airlines in 2022.
So far, 2023 has certainly had some meltdowns, especially when the summer travel season started in June.
So what should you do if your flight is canceled?
- If you don’t already have it, get the airline’s app on your phone.
- Most likely, you don’t necessarily want a refund. You want to get where you were going as quickly as possible. You should simultaneously:
- See when the airline says it can get you on another flight, and see whether that works for you, and
- See whether there’s another airline at the same airport that has seats available on its next flight to your destination.
- If the airline can get you on the next flight and that works for you, that’s great. Depending on the airline, you still are eligible for some consideration for meal vouchers, hotels, ground transportation, etc., per the U.S. Department of Transportation (DOT’s) commitment from the top 10 airlines. Request (nicely) what you’re entitled to. (Republic isn’t among the top 10 that has made commitments, but you should still ask.) See the list below on the promises the airlines have made to the and that they must abide by.
- If you can get a seat on another airline, ask the airline that canceled to transfer your ticket at no cost to you. Airlines don’t have to do this, but many will, if you ask.
- If the airline can’t/won’t rebook you, and you can’t get a seat quickly on another airline, you may have to regroup. This could involve you buying a new ticket on another airline and using the money from the refund to cover all or most of the cost. If this happens, and the airline canceled for a reason within its control but won’t reimburse you for the difference in ticket prices, file a complaint with the DOT.
- Be nice. No matter what happens, the person you’re dealing with probably didn’t cause your problem, but they might be able to help you fix it. Plus, it’s always a good idea to be nice.
Your rights when your flight is canceled or delayed
While some flights are delayed because of severe weather, security delays or heavy traffic, the single biggest reason for delays is an issue within the airline’s control, according to the DOT. “Examples include: maintenance or crew problems, cabin cleaning, baggage loading and fueling,” DOT says. In 2022, issues within the air carrier’s control was the No. 1 reason for delays every month except in July.
What airlines must do when there’s a cancellation or significant delay within the airlines’ control:
- All of the top 10 carriers will rebook a passenger on their own airline and provide money or a voucher for meals.
- With a controllable cancellation, six will rebook a passenger on a partner airline or another airline with which it has an agreement, at no additional cost to the customer: Alaska, American, Delta, Hawaiian, JetBlue and United.
Four will not rebook with another airline: Allegiant, Frontier, Southwest and Spirit.
- With a controllable delay of three hours or more, five will rebook a passenger on a partner airline or another airline with which it has an agreement, at no additional cost to the customer: Alaska, American, Delta, JetBlue and United.
Five will not rebook with another airline: Allegiant, Frontier, Hawaiian, Southwest and Spirit.
- All except Frontier will pay for a hotel and ground transportation to and from a hotel when a cancellation or delay within the airline’s control strands a customer overnight.
- In cases of cancellation or a delay of three hours or more, Frontier will only rebook with its own airline and provide cash or a voucher for a meal.
You also have legal rights if you are bumped from a flight, if your baggage is misplaced or lost or if you’re stuck on the tarmac..
Here’s a look at your other rights:
At the airport
If you’re involuntarily bumped, airlines must provide you with a list of your rights and compensate you according to how long your flight will be delayed.
Less than 1 hour None
1-2 hours (Domestic) 200% of your one-way fare up to $775
1-4 hours (International) 200% of your one-way fare up to $775
Over 2 hours (Domestic) 400% of your one-way fare up to $1,550
Over 4 hours (International) 400% of your one-way fare up to $1,550
Airlines have to provide medical attention and working bathrooms the entire time the plane is on the tarmac. After two hours, you must have food and water. After three hours, you must be in the air or back in the airport—or the airline faces massive fines.
If your flight is delayed more than 30 minutes, airlines must give you regular updates. It’s expected that, soon, you’ll have more rights if your flight is delayed by three hours or more.
If your bag is delayed overnight, most airlines set guidelines that allow their employees to reimburse you for some emergency expenses.
Airlines must refund any checked baggage fees, and reimburse you for the lost items up to $3,800.
Airlines are required to give you information on how to file complaints. Airlines need to acknowledge written complaints within 30 days and respond within 60 days.
If you don’t get satisfaction from an airline, file an official complaint with the FAA.
To file a complaint against an airline, an airport or a ticket agent, go to https://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm
For other information about passenger rights, go to https://www.transportation.gov/airconsumer