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Better Business Bureau® provides guidance to travelers who may be seeking compensation and refunds for airline cancellations. When a consumer is flying domestically in the United States, rules regarding flight delays and cancellations are overseen by the US Department of Transportation. In Canada, complaints about flight delays are handled by the Canadian Transportation Agency. In general, no U.S. federal laws require airlines to compensate passengers for a delayed flight. In Canada, see the flight and delay cancellations guide.Airlines may have policies and provide better benefits if a flight is canceled or significantly delayed within the airline’s scope of control. Consumers may have additional benefits if they purchase the flight with a credit card that offers additional travel protections. Check the cardholder agreement with the airline. Consumers should keep receipts for extra purchases, like a hotel room, to submit them to their airline or credit card company for reimbursement later. Typically, nearly all domestic airlines will try to accommodate passengers on the next available flight and sometimes on a different carrier.When flights are canceled by the airline, consumers are always entitled to a full refund. This includes refunding bag fees or extras for a seat, such as additional legroom. Ask about expiration and blackout dates if the airline offers a voucher instead of a refund. Airlines may also have additional restrictions on the use of vouchers. Consumers are not obligated to accept vouchers and may insist on a full refund. However, if the consumer cancels the trip, they may not be entitled to a full refund.BBB is asking consumers to keep the following tips in mind when handling travel disruptions:
- Check delays - Travelers can check their latest flight information on their carrier’s website or via the airline’s telephone reservation system. Delays often don’t occur until the day of the flight, and the airline must update its flight information within 30 minutes of receiving a status change notice.
- Check carrier and credit card terms - While federal regulations don’t require airlines to reimburse expenses such as rooms or food in the event a flight is canceled or severely delayed, the carrier and credit card companies may have different policies. Purchase tickets with a credit card that offers trip protection or traveler insurance and check individual airline policies.
- Keep documentation - Keep receipts and records for expenses incurred due to a significantly delayed or canceled flight. These may be needed later to recover expenses.
- Check the carrier's website - Most airlines allow consumers to initiate refunds directly on the carrier’s website. Using a website may help a consumer obtain a refund or rebook a trip much faster than waiting for a consumer service agent in person or on the phone.
- Consider travel insurance. Most travel insurance policies cover trip cancellations or interruptions; emergency medical situations; lost, stolen or damaged baggage; and cancellations for any reason. It's important to check with the provider to verify what is covered and what is not.
- Rules are different for foreign flights. Flights canceled in another country will be affected by the laws of that nation. Check with the local country’s department of transportation while traveling internationally.
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