Travelers facing flight delays and cancellations may find themselves in a challenging situation as recent announcements from the Department of Transportation (DOT) clarify their rights. As the government shutdown stretches on, more than 13,000 air traffic controllers are working without pay. Consequently, air travel is poised to experience major disruptions. Furthermore, the DOT has required airlines to deliver real-time customer service communication methods reachable around the clock to help trickled down, impacted passengers.
The length of the shutdown remains unclear. Yet such action is only guaranteed to create a host of unintended consequences, including a massive cascade of flight delays and cancellations. Sean Duffy, a representative in the aviation sector, emphasized the seriousness of the situation, stating, “You will see mass flight delays. You’ll see mass cancelations, 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.”
Customer Service Access
The DOT has truly stepped up to address these disruptions. For the first time, they require that airlines make accessible customer service options available around-the-clock. Customers who purchase travel are able to contact them for help via 24/7 live chat or telephone support. These communication channels are crucial for travelers who need guidance on their rights and options during this tumultuous time.
Additionally, the DOT urges all travelers to educate themselves about their rights in the event of major disruptions. As it stands, if a domestic flight experiences a delay of at least three hours that is considered a “significant disruption.” Similarly, for international flights, any delay of six hours or more counts in this category. In these sorts of situations, airlines would be required to refund the fare or arrange to rebook you.
“Significant disruptions are clearly defined across all airlines as a delay of three hours or more for domestic flights and six hours or more for international flights.” – Department of Transportation (DOT) website.
Refunds and Alternative Arrangements
Travelers affected by major cancellations and delays have a clear set of rights laid out by the DOT. They should be more entitled to refunds if their flights are severely delayed or switched, as long as they opt not to go on the trip. Passengers are entitled to bag fee refunds if their bags are late. This includes triggering odometer-free compensation for domestic delays over 12 hours and international delays between 15 to 30 hours.
The DOT website is an excellent resource for consumers looking to learn more about their rights when it comes to aviation consumer protection. It sets forth the steps customers should take to seek refunds and information about other options available if a traveler’s plans change unexpectedly. In these cases, it will be up to travelers to proactively agree to travel credits or other compensatory flights provided by airlines.
“You are not entitled to a refund under DOT rules if you chose to take a significantly delayed/changed flight or an alternative flight offered by the airline.” – Department of Transportation (DOT) website.
Understanding Baggage Policies
As we’ve seen in the wake of flight delays, when a travel disruption occurs, oftentimes baggage becomes an issue. It is important that travelers have a clear understanding of how baggage delay timeframes are calculated. According to the DOT, “To calculate how many hours your bag has been delayed, use the time you were given the opportunity to deplane from a flight at your final destination airport as the beginning of the delay and the time you picked up the bag from the arrival airport or the bag was delivered to a location that you and the airline have agreed on as the end of the delay.”
At the end of the day, it is up to passengers to familiarize themselves with these guidelines and be prepared for obstacles that may come during their journeys. We’re glad to see DOT provide clear definitions and provide policy guidance. This protects affected travelers and helps them understand their rights when it comes to delays and cancellations.
