It’s been a tumultuous few days at US airports. Airlines have canceled thousands of flights after the IT outage Affects Microsoft clients Business continued in industries around the world – including air travel – on Friday.
Among US airlines, Delta Air Lines has been hit the hardest. The Atlanta-based carrier canceled at least 1,200 flights each day on Friday, Saturday and Sunday. Now, the disruptions have spread into Monday, with hundreds more flights affected.
Recent days have brought other scenes of passengers waiting in long lines and sleeping on the floor at airports to speak to customer service.
Southwest Airlines’ holiday 2022 meltdown is perhaps the biggest air travel headache for U.S. passengers — though that operational disaster was far worse in scope, resulting in nearly 17,000 cancellations.
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Here’s what to know if you’re caught up in the current air travel mess or planning to fly in the coming days.
Reminder: You are entitled to a refund
Under US Department of Transportation policy, You are entitled to a refund for the unused portion of your ticket if:
- Your flight is canceled or significantly delayed.
- You choose not to travel and do not want to rebook.
The airline may offer you travel vouchers or frequent flyer miles, but you don’t have to accept. If you meet the above criteria and want a refund, the airline is required, under DOT policy, to provide a prompt refund to the original payment method.
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Note that the Biden administration unveiled new rules in April defining what constitutes a “substantial delay” and requiring airlines to issue immediate refunds without asking the traveler. Those rules, which were codified in the recent Federal Aviation Administration reauthorization bill, will go into effect in late October.
Read more: You’re entitled to a refund for your canceled flight — even if the airline says you’re not
What to do if your flight is cancelled
If you’re flying with Delta and one (or multiple) flights have been canceled in recent days—and indeed Need to reach your destination – it may be time to think Booking a backup flight on another airline.
Booking of backup flights
Most other US airlines have almost, if not fully, recovered their operations following the IT glitch.
While Delta’s cancellation rate was above 20% on Monday, major competitors from American Airlines to United Airlines had cancellation rates of 1% or less.
That means, until Delta’s operations recover, you may be safer on another carrier — an unusual statement considering Delta’s long-standing reputation for operational reliability.
Before booking a backup flight, you must ensure that you meet the above refund requirements for your first flight, so that you do not pay for multiple flights.
Using points or miles
If the cost of booking a last-minute ticket on another airline is sky high, you may want to look into using frequent flyer miles.
However, many airlines now use dynamic pricing for award tickets, so awards can also cost a lot more — so check TPG’s points and miles to make sure you’re not handing over too many of your hard-earned points. Be sure to check the valuation. miles at once.
If you have some time, you can check to see if international programs like Avianca LifeMiles offer cheaper award prices on domestic United Airlines flights… or, on American Airlines using Avios through the British Airways Executive Club. Check the same. You can transfer credit card rewards from multiple issuers to both programs at a 1:1 ratio.
Read more: Flight canceled or delayed? Here’s what to do next
Options for reaching customer service
No one wants to wait in long lines or on hold for hours, which is common when you have a massive airline meltdown.
Despite the technical issues affecting numerous Delta apps, if I were stranded, I’d still keep a close eye on my airline app. It’s a great tool to rebook yourself without waiting for an airline representative to assist you.
You can also try emailing customer service or exploring any of the live chat functions.
Sometimes, reaching out to social media can be an alternative last ditch tactic. However, Delta noted on Sunday that its ability to respond to social media messages amid the chaos was limited.
Who pays for expenses while you are stranded?
Although the problems that caused these problems at the airlines began with a third-party vendor mishap, the DOT considers these cancellations and delays “controllable”—in other words, the airline’s responsibility.
That means the agency is treating these disruptions more like cancellations caused by airline maintenance or staffing — and unlike problems caused by weather or air traffic control. In the latter cases, good luck paying the airline for your unexpected hotel stay.
In this case, however, you may be in a better position to claim some compensation.
Because the Biden administration views these disruptions as “manageable,” the DOT expects Delta (and its affected competitors in recent days) to comply. The promises, spelled out in the airline customer service dashboard, are found at flightrights.gov.
cancelled
Here’s what Delta has committed to when there is a controllable cancellation:
| Commitment | yes no |
|---|---|
| Rebook on the same airline at no cost | Yes |
| Rebook at no extra cost on a partner airline or other airline with which it has an agreement | Yes |
| A meal or meal cash voucher when the passenger has to wait three hours or more for a new flight due to cancellation | Yes |
| Hotel accommodation for passengers affected by overnight cancellations | Yes |
| Ground transportation to and from the hotel | Yes |
| Cash compensation when the cancellation results in a passenger waiting for three hours or more after the scheduled departure time | No |
| credit, travel vouchers or frequent flyer miles when a cancellation results in a passenger waiting three hours or more past the scheduled departure time | No |
Delay
Here’s what Delta has committed to in case of manageable delays:
| Commitment | yes no |
|---|---|
| Rebook on the same airline at no cost | Yes |
| Rebook at no extra cost on a partner airline or other airline with which it has an agreement | Yes |
| Meals or meal cash vouchers when delays result in passengers waiting three hours or more for a new flight | Yes |
| Hotel facilities for passengers when delays lead to an unexpected overnight stay | Yes |
| Ground transportation to and from the hotel | Yes |
| Cash compensation when a passenger waits three hours or more after the scheduled departure time due to delay | No |
| credit, travel vouchers or frequent flyer miles when delays result in a passenger waiting three hours or more past the scheduled departure time | No |
What Delta is offering affected passengers
However, Delta said it is providing meal vouchers, hotel accommodations and ground transportation to affected passengers. On Sunday, the carrier shared a link where customers can do so Submit the cost for possible compensation.
Delta also said it was providing SkyMiles and travel vouchers as a “sign of apology.”
Keep the receipts
If you think you may be able to claim reimbursement, we recommend keeping all receipts for documentation during the flight disruption.
The Biden administration is skeptical of the response
Despite the details of those accommodations, Transportation Secretary Pete Buttigieg took to social media late Sunday to call on the carrier to increase its support for passengers affected by disruptions in recent days.
“I have made it clear to Delta that we will hold them to all applicable passenger protections,” Buttigieg wrote on X.
Will your credit card travel insurance help?
Some credit cards Travel insurance offers protection, which can provide an extra level of protection – and potential cost-savings – in the event of a flight cancellation or delay.
Each card has slightly different benefits, but as a rule of thumb, you’ll generally need to book your flight and other trip aspects you’re hoping to claim with a card that has claim protection.
Also, your protection may not cover expenses for which the airline should be on the hook.
I have recently made a successful travel insurance claim through my policy Platinum Card® from American Express I was in Atlanta last year for an unexpected weather-induced overnight stay.
When making a claim, I had to submit documentation that my flight delay was weather-induced, and that the airline (Southwest Airlines, in this case) would not cover my overnight stay.
In this case, since the DOT considers IT outage-related disruptions “controllable” on the part of the airlines, your insurance company may ask you to check with your airline first for reimbursement.
However, you may be able to claim expenses that the airline does not cover.
Bottom line
Ultimately, your best bet is to be patient as you head to the airport. It’s been a busy and perhaps frustrating few days for airline staff as they navigate a sea of cancellations and delays faced with technological hurdles.
For its part, Delta said in a statement that its teams are “working around the clock” to fully restore its operations.
At the same time, getting ready and Knowing your rights as an airline passenger is important.
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