To get assistance quickly, try multiple avenues all at once even as you stand in line at the airport help desk. “It can be a good idea to be on the phone and on social media via direct message while standing in line, and that if you don’t get what you want the first time you ask to then ask someone else,” Leff says.
That advice also applies to if you are automatically rebooked on an itinerary that’s less than ideal. “The technology typically factors in status, fare paid, whether you are on a reward redemption, among other considerations,” says Arnot. “You can accept what is given to you automatically, but there’s no reason why you can’t get in line virtually or at the airport itself and find better routings, timings, and options.”
What passengers are owed—and what they should ask for anyway
According to new Department of Transportation rules enacted in April 2024, passengers are entitled to a full and automatic refund if their flight is canceled or significantly changed. Several scenarios can constitute a “significant change.” Among them are: “departure or arrival times that are [delayed] more than three hours domestically and six hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.”
Many airlines also offer additional compensations, such as hotel stays for overnight delays, meal vouchers, and travel credits. You can check the DOT’s Airline Cancellation and Delay Dashboard to see what types of compensation each US airline offers for disrupted flights. Keep in mind that when an airline is having a protracted and very public meltdown, they are likely to offer additional compensation to fliers than what the DOT table shows.
For instance, according to an operational update from Delta, the airline is reimbursing additional travel costs customers have encountered as they try to make it to their destinations. These costs include hotel, meal, and ground transportation expenses incurred while in transit, as well as purchasing tickets on other airlines, rental cars, train tickets, and more. Passengers can submit their expenses for reimbursement on the carrier’s website.
Indeed, when operations are totally bungled, sometimes the easiest thing to do is to fly out with a completely different airline. Even if this isn’t part of the airline’s normal policy, you should still ask representatives about it. “Be sure to bring your own information to the table,” Leff says. “Don’t rely on being offered solutions. Search for flights that are available for purchase and suggest them.”
Although customer service agents might not bite, flying out on your own dime and asking for compensation later is still a viable option. “Ultimately, the best way out is to see if you can just buy a ticket on another airline, if you have the means to do it,” Snyder says. “With any luck, they’ll reimburse you after the fact. You can also just take advantage of waivers and stay a couple extra days until the mess is over.”
