Know Your Rights: Flight Cancellations and Delays

November 1, 2024

According to the Bureau of Transportation, almost 1.4 million U.S. flights were delayed in 2023, which is 20 percent of all domestic flights. Nearly 90,000 were outright canceled. Previously, airlines were not required to compensate travelers if their flight was delayed or canceled. They only had to provide compensation if they moved or bumped passengers from an overbooked flight. However, as of April 2024, the U.S. Department of Transportation has issued a final rule requiring airlines to refund travelers who have had significant flight delays or changes, including cancellations.

Since even the smallest change can derail your entire trip, it’s important to know what to do if your flight is delayed or canceled and what rights you have as a traveler. Here’s everything you need to know if your flight is delayed or canceled.

How to Receive a Refund in the Event of Significant Changes

Under the new final rule, airlines must refund passengers when their flight is “significantly changed.” Significant changes include:

• A domestic arrival time altered by more than three hours and six hours for international flights
• Departures and arrivals moved to different airports
• An increase in connecting flights
• Service class downgrades, such as from first or business class to economy
• Any changes to accessibility for those with disabilities, such as to less accessible airplanes

When the airline cancels your flight less than 14 days before your departure, and you want to cancel your plans entirely, the airline must refund you, even if your tickets are non-refundable.

To try and receive compensation for a significantly changed flight, the first step is calling the airline’s customer service line. A little-known trick is to call the airline’s international numbers to avoid long wait times. “While it can be costly, you can often get through to an agent more quickly,” says Nick Ewen, content director at The Points Guys. “During times of mass travel disruption, you should try all different avenues for getting help,” he says.

Another option is to use the airline’s app directly from your cellular phone, which allows you to easily rebook your flight for free. You may also visit the customer service desk at the airport, but in the event of flight delays, the line will likely be long.

“It’s good for people to know they have rights,” says Teresa Murray, consumer watchdog for the U.S. PIRG Education Fund. “That way, they’re empowered to stand up for themselves,” she says. When the airline cancels your flight, they must provide a prompt refund within seven to 20 days, depending on the initial form of payment. “You don’t have to accept a rebooking, voucher or anything,” Murray says. “They have to give you a refund if that’s what you want,” she says.

How to Work With the Airline When You Want to Continue on Your Trip

If you’d rather continue your trip instead of receiving a refund, the airline will usually offer to rebook you on another flight with their airline. Still, the departure date and time will differ from your original ticket. Airlines can book your flight with a different airline, but they are not required. It never hurts to ask if switching airlines for a more convenient flight is possible. The worst that can happen is that they say no.

A significant change to your flight can become an expensive nuisance when other unexpected costs may arise in the event of altered travel plans, such as meals, lodging, and other forms of transportation. Airlines are also not required to help with these additional unforeseen costs. It’s within their discretion to offer vouchers for meals or lodging, so it’s always worth asking. Most major airlines will cover meals when there’s a delay of three hours or more, and many will cover a hotel stay in the event of overnight cancellations. In most cases, the airline would rather work with you than lose your business.

How to Avoid the Odds of Travel Troubles

There are three things any traveler can do when booking their initial flight to avoid travel troubles: book early flights, avoid connecting flights, and choose airlines that offer multiple flights per day to your destination. To reduce the odds of issues with your flight, it’s best to plan on flying early in the day. Airlines generally experience the least disruptions earlier in the day. Plus, if there is a change, then there’s more time in the day to make alternate plans.

When making your initial flight plans, avoid connecting flights. Connecting flights increase the odds of being stranded somewhere in between your arrival destination when there are unforeseen changes to flight departure times. Choosing an airline with multiple flight departures to your desired destination is another smart way to plan. If your original flight is canceled or significantly delayed, it may be easier for the airline to get you where you need to go if they have multiple flights available that day to where you’re headed.

If you get delayed between your original departure city and final destination, it is wise to plan overnight accommodations even before you book your new flight. That’s because in the event of several delays and canceled flights, lodging in the area will fill up quickly, and no one wants to sleep in the airport. “If you were originally booked on the last flight of the night and there are no other options,” Ewen says, “grab a hotel room near the airport before they’re all taken.”

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