Table of Contents
The rules that just went into effect, Buttigieg says, represent the minimum universal standard for refunds and fees that U.S. airlines should offer their customers.
How does the new refund rule work?
If your flight is canceled or “significantly changed,” you are entitled to a full refund in the same way you paid, whether in cash or credit card, quickly and automatically.
“Significantly changed” means that departure or arrival times changed by more than three hours for domestic flights or six hours for international flights, as long as any leg of that flight was in the U.S. A significant change could also include the addition of additional stopovers, a downgrade to a lower class of service, changes to departure or arrival airports, or changes to aircraft that are less accommodating for people with disabilities.
“Promptly” means that refunds should arrive within seven business days if paid by credit card or within 20 calendar days for other payment methods. Airlines cannot issue refunds by offering travel vouchers or other types of credits unless specifically requested by the passenger. Refunds cannot require customers to opt-in; They have to activate automatically.
In a call with WIRED, a DOT spokesperson said one important thing travelers should understand is that a customer can cancel a delayed flight and get a refund if it meets the criteria, then book another flight with the same airline or try a different airline. But if the customer accepts an alternative flight to continue their trip or another type of rebooking by the airline, they are no longer entitled to that refund.
A bone of contention has been whether airlines are adequately informing customers of their right to these refunds. Under the new rules, airlines must proactively inform customers of their right to a refund instead of first directing them toward vouchers or other offers.
If a customer cancels their flight due to a government or medical restriction because they have a communicable disease, the airline does not have to provide a cash refund or credit; may offer travel vouchers or credits that are transferable and valid for at least five years.
How do the new baggage rules and service fees work?
If you paid a baggage fee and your cargo was mishandled and did not reach you within 12 hours of arriving at the gate, the airline must refund that baggage fee. The rule for international flights extends this period between 15 and 30 hours, depending on the duration of the flight.
If you paid for additional amenities on a flight, like Wi-Fi, an upgraded seat, or an entertainment option and you didn’t get what you paid for or it just didn’t work, that triggers a refund from the airline.
What’s next?
Additional rules the DOT hopes to enact early next year include banning family seating fees and requiring airlines to offer Compensation plus meals and hotel stays. for long flight delays and a rule that expand the rights of passengers who use wheelchairs.
