With the holidays approaching and millions of Americans preparing to go to their hometowns to visit family, the issue of cancelled flights has come to the forefront of everyone’s thoughts. But there is good news for weary travelers: the Biden Administration has enacted a new rule requiring airlines to automatically provide cash refunds for canceled or badly delayed flights.
The new law, which went into effect this week, is intended to ease the complaint procedure for cancelled flights. Transportation Secretary Pete Buttigieg stated, “Passengers deserve to get their money back when an airline owes them—without headaches or haggling.”
The new rule for flight refunds
Of course, not every situation will need a refund, but the U.S. Department of Transportation issued guidelines in April that will regulate the new automatic refunds rule and the particular scenarios in which airlines must make refunds without passengers having to request them.
This rule standardization is a significant step forward in customer satisfaction care, as prior to the implementation of this new rule, each airline had its own set of policies and standards that determined when a passenger was eligible for a refund.
This meant that each airline might provide or withhold compensation at its discretion, making it impossible for “passengers to know or assert their refund rights,” according to DOT statements.
In this new era of air travel, consumers will be entitled to an immediate cash refund if an airline cancels or severely alters a trip, significantly delays their checked bags, or fails to offer the additional services they paid. Failure to comply will result in sanctions levied against the airline.
If these guidelines appear to be sweeping, it is because we have yet to discuss the nuances. For example, in the event of a canceled or drastically altered flight, an immediate refund is not the first option that airlines must provide.
They may offer to relocate passengers to a later slot, alternative transportation vouchers, or travel credits. However, if a traveler chooses to accept these arrangements, a full refund must be offered.
According to the DOT, a “significant change” in flight occurs when the departure or arrival time of an aircraft is changed by more than three hours domestically and six hours overseas.
Changes in departure or arrival airports, as well as an increase in the number of connections or connections at other airports, are included in this definition since they can drastically modify the passenger’s schedule and may cause them to reconsider continuing with this plan.
The guidelines also address situations in which a passenger is degraded to a lesser class of service or flights are shifted to planes that are less accessible or hospitable to people with disabilities. These scenarios likewise deserve reimbursement because the flight experience purchased and got are not similar.
Lost baggage has also been a problem that airlines have struggled to address in recent years, as has mishandled and damaged luggage. However, the most absurd aspect has been baggage arrival delays. The recently implemented rule states: “Passengers that file a mishandled baggage report can get a refund of their checked bag fee if it is not delivered within 12 hours of their domestic flight arriving at the gate.”
This deadline has been extended for international flights to account for time differences and the lack of daily direct flights to some destinations, but passengers are still eligible for a refund if the bag does not arrive between 15 and 30 hours after their international flight arrives at the gate, depending on the length of the flight.
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