Air travel inside and to/from the U.S. has surged to record levels. That means terminals are busier and flights are more often delayed or oversold than in years past.
And the worst part? Not having a clue how to respond when your booking is disrupted.
You might be sure the airline owes you compensation for a delayed trip, while the gate agent insists otherwise. Who’s right?
Passenger rights in aviation are complex, and even seasoned travelers don’t know them all. (I picked up a few surprises while preparing this piece!)
Don’t wait until you’re stranded at the gate, irate and out of options. Learn what you’re owed now so you’ll be prepared when — if — the airline messes up your travel plans.
Airline Passenger Protections You May Not Realize
Having trouble with a flight?
According to the regulations laid out in the Department of Transportation’s Fly Rights, here’s how to handle these common situations:
Your Flight Is Delayed or Canceled
Sadly, U.S. federal law doesn’t obligate carriers to provide compensation for domestic delays or cancellations. If you’re on an international itinerary, though, you might be eligible to seek reimbursement under Article 19 of the Montreal Convention.
That said, many airlines voluntarily extend some form of redress as a customer service gesture. Weather-related disruptions usually won’t be covered, but mechanical or operational hiccups often prompt airlines to offer something.
Ask for these items when applicable:
- Vouchers: If you’re stuck at the airport for hours, request meal vouchers to use at airport eateries. For overnight delays, ask about hotel and taxi vouchers.
- Frequent-flier miles: If you belong to the airline’s loyalty program, request bonus miles to compensate for the trouble. I’ve received extra miles a few times this way.
- Lounge access: If you face a long wait, inquire whether the agent can issue a lounge pass. It may or may not work, but it’s worth trying.
Also examine your credit card protections for possible reimbursement.
For instance, if a flight delay exceeds 12 hours or requires an overnight stay and you used a Chase Sapphire Preferred card to pay at least part of the trip, Chase can reimburse up to $500 per ticket for reasonable expenses like meals and lodging.
To reduce the chance of delays or cancellations in the first place, book early-day departures and choose nonstop routes when possible. If you need a connection, avoid hubs known for heavy traffic or frequent weather disruptions (for example, Chicago O’Hare).
Your Flight Is Overbooked
Airlines commonly overbook flights to offset no-shows. While legal, overbooking creates headaches when more passengers show up than there are seats.
Carriers first seek volunteers, often offering incentives—vouchers, upgrades or travel credits—to persuade travelers to surrender seats. If too few people step forward, the airline may bump passengers involuntarily.
Being involuntarily removed is frustrating, but stay composed and know your entitlements; you could get a sizable payout.
Here’s what you’re entitled to if you arrive at your destination late:
- Arrive within an hour of scheduled time: $0
- Arrive one to two hours late: Twice the fare paid, up to $675
- Arrive more than two hours late: Four times the fare paid, up to $1,350
Some airlines may try to offer only travel credit for the trouble. Don’t accept credit if you prefer cash, and avoid signing documents that could waive further claims.
Hold your ground and, if needed, reference this DOT guidance.
Want to lower your odds of being bumped before you reach the airport? Check in as early as 24 hours before departure and add your loyalty number to the reservation. Carriers are less likely to remove frequent customers.
Your Baggage Doesn’t Show Up
Standing at baggage claim with no luggage to retrieve is a miserable experience.
Your first stop should be the airline’s baggage service desk. Sometimes bags arrive on a different flight or get routed to oversized luggage areas.
If it’s still missing, it’s time to seek compensation.
Airlines must compensate passengers for reasonable expenses arising from loss, damage or delay of checked baggage under DOT rules.
Each carrier handles this differently, but you can generally expect a daily allowance—often at least $50—to cover essentials like toiletries and clothes. Keep receipts so the airline can reimburse you.
Also check your credit card benefits. The Chase Sapphire Preferred, for example, provides up to $100 per day for clothing, toiletries and accessories when baggage is delayed six hours or more.
If your luggage is declared permanently lost, file a subsequent claim. The airline must compensate you for the lost items’ value, up to $3,500.
You’ve Hit a Wall and Need Help
When I’m not getting the assistance I need, I turn to social platforms. Tweeting a clear summary of the issue and tagging the airline often prompts a quick response.
You can also phone the airline’s customer service from the airport. Phone agents can sometimes offer alternatives or approvals that gate staff do not, giving you leverage in resolving the matter.
And as hard as it may be when you’re frustrated, be courteous to gate agents. Many mishaps are beyond their control, and they deal with a lot of upset travelers; being polite can get you much further than shouting.
If you receive outstanding help, submit praise via the airline’s feedback form. Conversely, report unhelpful or rude experiences. I’ve complimented and criticized different employees in the same message before!
Record details—agent names, dates, flight numbers—while they’re fresh. Having specifics strengthens any later complaint.
If your trip has ended and the airline hasn’t resolved the issue, consider services that advocate for passengers. Companies such as AirHelp assist passengers in claiming compensation for involuntary bumping, and platforms like Service help settle customer service disputes at no charge to the traveler.
And if you need to review options for refunds or compensation, don’t forget resources on airline refunds to guide you.
Whatever happens this travel season, stay composed, know your rights and pursue the compensation you deserve.
Emily Carter is a contributor to Savinly.
