Airlines were hit hard bythe CrowdStrike outagelast week, which initially resulted in thousands of cancelled flights and many more delays.
Unfortunately, Delta passengers are still grappling with travel disruptionsso much so that theDepartment of Transportation has stepped into investigate whether consumers' rights are being upheld.
If you’ve been affected by recent disruptions, you may be eligible for a hassle-free refund from your airline.
In April 2024, the DOTfinalized a new rulerequiring airlines to automatically refund passengers in certain instances of flight delays, cancellations, and checked bag issues.
Under the rule, which took effect on June 25, passengers are entitled to a full refund for cancelled or “significantly changed” flights, which include the following:
Departure or arrival delays of more than three hours for domestic flights and six hours for international flights
Airport location changes for departure or arrival
An increased number of connections
Downgrades in booking class
Changes that reduce accommodations or accessibility for travelers with disabilities
Passengers can also receive a checked bag fee refund if their luggage is not delivered within 12 hours of arrival for domestic flights and 1530 hours of arrival for international flights (varies by flight length) or if they do not receive a service they paid for (such as wifi or a seat upgrade).
Full refunds must be issued automaticallymeaning customers do not have to take any steps to request themto the original form of payment within seven business days for flights purchased with credit cards and 20 calendar days for all other forms of payment.
It’s important toknow what compensation you’re eligible to receivedo not automatically accept vouchers or other forms of resolution if you’re entitled to a refund, as this could nullify the federal protections of the new rule.
How to file a federal complaint for an airline refund
If you don’t receive a full refund in a timely manner or have another complaint related to your booking, you should give a shot to sort out the issue with the airline directly by contacting customer service.
(As a reminder, an “automatic” refund may take between seven business days and 20 calendar days to clear, so don’t panic if you don’t see it immediately.)
Once you’ve exhausted your airline options, or if the airline hassles you or doesn’t even acknowledge the issue, it’s possible for you to complete anAir Travel Service Complaint or Comment Formwith the DOT.
The form, which can be filed by the passenger or by a relative (such as a parent of a minor child), lawyer, or travel agency on behalf of a passenger, allows you to describe the problem with your itinerary and upload documents to support your claim.
While this may not expedite your refund, the DOT forwards complaints to each airline and is more likely to take action to hold them accountable if consumers advocate for their rights.
