Delays and cancellations at airports across the country are sometimes unavoidable because of winter or summer storms , or even global technology outages . So what do airlines offer passengers for the inconvenience? All U.S.
airlines are required to follow through on promises made in customer service plans and to refund travelers if their flights are canceled or “significantly delayed,” according to the U.S. Department of Transportation.
“Each airline has its own policies about what it will do for delayed or canceled passengers,” federal transportation officials said . “If an airline has made a commitment to provide a particular service or compensation, then the Department can hold the airline accountable.” However, airlines only have to adhere to their customer service plans when the delays and cancellations are “controllable” — such as for maintenance or crew problems, cabin cleaning, baggage loading, and fueling, according to federal transportation officials.
When flights are delayed or canceled because of the weather, disasters or air traffic control conditions, airlines do not have to honor any promises in their customer service plans. Even if airlines don’t have to follow through on promises of meals and hotels during uncontrollable situations, they still have to follow federal rules surrounding refunds. If a U.
S. airline cancels a flight or significantly delays takeoff — regardless of the reason — airlines are required to refund ticketed passenge.