With record levels of flight delays and cancellations so far in 2023, it is essential that travelers know their rights, especially for baggage delays and refunds. So we’re grateful to the US Department of Transportation (DOT) for providing clear guidance that keeps passengers protected when their travel plans are upended. More than 13,000 air traffic controllers would remain on the job in the event of a government shutdown. Summer travelers should be prepared for long lines at some of the nation’s busiest airports, including Orlando International Airport and George Bush Intercontinental Airport in Houston, Texas.
The DOT protects consumers by guaranteeing that travelers are compensated through baggage fee refunds for extended delays. If your luggage is late more than 12 hours—or 15 to 30 hours on international flights—you are eligible for a partial refund. Travelers need to understand that the clock is ticking on any delay as soon as they deplane from their final city. It goes on until they either pick up their bag or have it routed to an address of their choosing.
Refund Policies for Delays and Cancellations
The DOT goes further to identify policies that directly protect consumers in the face of major disruptions. We describe as big disruptions delays of three hours or more for domestic flights. For international flights, a delay of six hours or more is considered a major delay. If your flight is canceled or delayed enough to cause you to miss your intended flight, you may choose to receive a refund.
“A ticketed passenger is entitled to a refund if the airline canceled a flight, regardless of the reason, and the consumer chooses not to travel.” – Department of Transportation’s website
Travelers who have had their trips canceled should be able to get refunds. They should be able to accept other accommodations or travel vouchers offered by the airline if their initial plans are disrupted. If a passenger accepts an airline’s substitute flight, they could forfeit the ability to get a refund. This is especially important to think about before going all-in on anything.
“If you chose to take a significantly delayed/changed flight or an alternative flight offered by the airline, you are not entitled to a refund under DOT rules.” – Department of Transportation’s website
Communication and Customer Support
Airlines are required to maintain live customer service communication lines 24/7. This may cover assistance via telephone or live chat services. These types of measures are designed to help travelers better know their rights and learn how to work through a variety of travel disruptions.
Especially with air traffic controllers set to work without pay under a government shutdown, worries about operational efficiency reach a new level. Sean Duffy expressed these worries, stating, “You will see mass flight delays. You’ll see mass cancellations, and you may see us close certain parts of the airspace, because we just cannot manage it because we don’t have the air traffic controllers.”
Traveler Perceptions of Delay Significance
While these significant delays may easily be defined by DOT’s substantial delay over short term (ex. To others, a 90-minute delay is nothing more than an inconvenience. For many, especially those who are older or disabled, waiting four hours or longer is extremely inconvenient and disruptive to their journey. This gap underscores the need for airlines to better communicate delay policies, rights and options available to passengers before, during and after their travel.
