US airlines will now have to automatically refund customers for canceled flights, delays
The backdrop to these new rules is the spike in complaints during the height of the COVID-19 pandemic in 2020. Complaints related to airlines and ticket agents rejecting or delaying refunds made up 87% of all air travel service complaints during that period. US Transportation Secretary Pete Buttigieg, in a statement, emphasized, “Passengers deserve to get their money back when an airline owes them — without headaches or haggling.”
Passengers will be entitled to refunds if there's a «significant change» to their flights. This includes the following scenarios:
- Flight Delays: A change in departure or arrival time by more than three hours for domestic flights or six hours for international flights.
- Downgrades: If a passenger is downgraded to a lower class than originally purchased, such as from first class to economy.
- Airport Changes: Any change in departure or arrival airport.
- Increased Connections: An increase in the number of connections during a journey.
- Inconvenient Transfers: Changes to connecting airports or planes that are less accommodating for people with disabilities.
If a checked bag is lost and not delivered within 12 hours of a domestic flight's gate arrival or within 15 to 30 hours for international flights (depending on the flight length), passengers are entitled to refunds for checked bag fees. Additional refund entitlements apply if a paid service like in-flight Wi-Fi or entertainment is not provided.
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To facilitate easier refunds, the DOT
