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FACT SHEET: Biden-Harris Administration Announces Rules to Deliver Automatic Refunds and Protect Consumers from Surprise Junk Fees in Air Travel

Newly finalized rules will mandate automatic, cash refunds for cancelled or significantly delayed flights and save consumers over half a billion dollars every year in airline fees

WASHINGTON – Building on a historic record of expanding consumer protections and standing up for airline passengers, the Biden-Harris Administration announced final rules that require airlines to provide automatic cash refunds to passengers when owed and protect consumers from costly surprise airline fees. These rules will significantly expand consumer protections in air travel, provide passengers an easier pathway to refunds when owed, and save consumers over half a billion dollars every year in hidden and surprise junk fees. 

“Passengers deserve to know upfront what costs they are facing and should get their money back when an airline owes them - without having to ask,” said U.S. Transportation Secretary Pete Buttigieg . “Today’s announcements will require airlines to both provide passengers better information about costs before ticket purchase, and promptly provide cash refunds to passengers when they are owed — not only saving passengers time and money, but also preventing headaches.”

The rules are part of the Biden-Harris Administration’s work to lower costs for consumers and take on corporate rip-offs. President Biden signed an Executive Order on Promoting Competition in 2021 that encouraged DOT to take steps to promote fairer, more transparent, and competitive markets. 

Requiring Automatic Cash Airline Refunds The first rule requires airlines to promptly provide passengers with automatic cash refunds when owed because their flights are cancelled or significantly changed, their checked bags are significantly delayed, or the ancillary services, like Wi-Fi, they purchased are not provided. 

Without this rule, consumers have to navigate a patchwork of cumbersome processes to request and receive a refund — searching through airline websites to figure out how to make the request, filling out extra “digital paperwork,” or at times waiting for hours on the phone. Passengers would also receive a travel credit or voucher by default from many airlines instead of getting their money back, so they could not use their refund to rebook on another airline when their flight was changed or cancelled without navigating a cumbersome request process. 

DOT’s rule makes it simple and straightforward for passengers to receive the money they are owed. The final rule requires refunds to be:

• Automatic: Airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops.   
• Prompt: Airlines and ticket agents must promptly issue refunds within seven business days of refunds becoming due for credit card purchases and 20 calendar days for other payment methods.  
• Cash or original form of payment: Airlines and ticket agents must provide refunds in cash or whatever original payment method the individual used to make the purchase, such as credit card or airline miles. Airlines may not substitute vouchers, travel credits, or other forms of compensation unless the passenger affirmatively chooses to accept alternative compensation.   
• Full amount: Airlines and ticket agents must provide full refunds of the ticket purchase price, minus the value of any portion of transportation already used. The refunds must include all government-imposed taxes and fees and airline-imposed fees.

Protecting Against Surprise Airline Junk Fees Secondly, DOT is requiring airlines and ticket agents to tell consumers upfront what fees they charge for checked bags, a carry-on bag, for changing a reservation, or cancelling a reservation. This ensures that consumers can avoid surprise fees when they purchase tickets from airlines or ticket agents, including both brick-and-mortar travel agencies or online travel agencies.

The rule will help consumers avoid unneeded or unexpected charges that can increase quickly and add significant cost to what may, at first, look like a cheap ticket. Extra fees, like checked baggage and change fees, have been a growing source of revenue for airlines, while also becoming more complex and confusing for passengers over time. In total, thanks to the final rule, consumers are expected to save over half a billion dollars every year that they are currently overpaying in airline fees.

DOT’s rule ensures that consumers have the information they need to better understand the true costs of air travel. Under the final rule, airlines are required to:

• Disclose baggage, change, and cancellation fees upfront: Each fee must be disclosed the first time that fare and schedule information is provided on the airline’s online platform -- and cannot be displayed through a hyperlink.  
• Explain fee policies before ticket purchase: For each type of baggage, airlines and ticket agents must spell out the weight and dimension limitations that they impose. They must also describe any prohibitions or restrictions on changing or cancelling a flight, along with policies related to differences in fare when switching to a more or less expensive flight.    
• Share fee information with third parties: An airline must provide useable, current, and accurate information regarding its baggage, change, and cancellation fees and policies to any company that is required to disclose them to consumers and receives fare, schedule, and availability information from that airline.   
• Inform consumers that seats are guaranteed: When offering an advance seat assignment for a fee, airlines and ticket agents must let consumers know that purchasing a seat is not necessary to travel, so consumers can avoid paying unwanted seat selection fees.   
• P rovide both standard and passenger-specific fee information:  Consumers can choose to view passenger-specific fee information based on their participation in the airline’s rewards program, their military status, or the credit card that they use — or they can decide to stay anonymous and get the standard fee information.  
• End discount bait-and-switch tactics: The final rule puts an end to the bait-and-switch tactics some airlines use to disguise the true cost of discounted flights. It prohibits airlines from advertising a promotional discount off a low base fare that does not include all mandatory carrier-imposed fees.

DOT’s Historic Record of Consumer Protection Under the Biden-Harris Administration Both of these actions were suggested for consideration by the DOT in the Executive Order on Promoting Competition and build on historic steps the Biden-Harris Administration has already taken to expand consumer protections, promote competition, and protect air travelers. Under the Biden-Harris Administration, DOT has advanced the largest expansion of airline passenger rights, issued the biggest fines against airlines for failing consumers, and returned more money to passengers in refunds and reimbursements than ever before in the Department’s history.

• DOT launched the flightrights.gov dashboard, and now all 10 major U.S. airlines guarantee free rebooking and meals, and nine guarantee hotel accommodations when an airline issue causes a significant delay or cancellation. These are new commitments the airlines added to their customer service plans that DOT can legally ensure they adhere to and are displayed on flightrights.gov .  
• Since President Biden took office, DOT has helped return more than $3 billion in refunds and reimbursements owed to airline passengers – including over $600 million to passengers affected by the Southwest Airlines holiday meltdown in 2022.   
• DOT has issued over $164 million in penalties against airlines for consumer protection violations. Between 1996 and 2020, DOT collectively issued less than $71 million in penalties against airlines for consumer protection violations.  
• DOT recently launched a new partnership with a bipartisan group of state attorneys general to fast-track the review of consumer complaints, hold airlines accountable, and protect the rights of the traveling public.  
• In 2023, the flight cancellation rate in the U.S. was a record low at under 1.2% — the lowest rate of flight cancellations in over 10 years despite a record amount of air travel.  
• DOT is undertaking its first ever industry-wide review of airline privacy practices and its first review of airline loyalty programs

In addition to finalizing the rules to require automatic refunds and protect consumers from surprise fees, DOT is also pursuing rulemakings that would: 

• Propose to ban family seating junk fees and guarantee that parents can sit with their children for no extra charge when they fly. Before President Biden and Secretary Buttigieg pressed airlines last year, no airline committed to guaranteeing fee-free family seating. Now, four airlines guarantee fee-free family seating, as the Department is working on its family seating junk fee ban proposal.  
• Propose to make passenger compensation and amenities mandatory so that travelers are taken care of when airlines cause flight delays or cancellations.   
• Expand the rights for passengers who use wheelchairs and ensure that they can travel safely and with dignity . The comment period on this proposed rule closes on May 13, 2024.

Travelers can learn more about their protections when they fly at FlightRights.gov . Consumers may file an airline complaint with the Department here . 

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Advice on Getting Your Canceled Flights Refunded, From People Who Did It

Airline giving you a hard time? Try these four strategies.

Ever since the COVID-19 pandemic began grounding flights in March, consumers who’d booked trips they weren’t able to take have been struggling to get their money back .

Most, but not all, domestic airlines have complied with refund requests for flights that had been officially canceled, as U.S. law requires.

But many are refusing requests from passengers who, heeding public health recommendations, decided on their own not to fly. Other passengers are being refused refunds for canceled flights by international carriers, even though American law applies to any flight that takes off or lands in the U.S. And still more are struggling to get their money back from travel agents and booking websites, many of which say passengers need to go after the airline directly.

In those cases, the airlines are generally offering vouchers or credits for future travel instead of refunds. This isn’t satisfactory to many consumers, including those who can’t reschedule the trip or simply need the money for other things.

And they’re making noise about it. There were more than 55,000 consumer complaints to the DOT between March and June 2020, almost 100 times more than in the same period in 2019. (You can add your complaint here .) More than 113,000 consumers have signed a Consumer Reports petition demanding that airlines give refunds, not vouchers. And some 3,700 fed-up flyers have shared their frustration with CR's advocates.

The industry trade group Airlines for America, when asked about refund issues, said that its members comply with all federal laws and regulations regarding cash refunds and have updated their refund policies to offer customers more flexibility.

CR advocates are pushing for federal action to force airlines to issue refunds to all passengers whose travel was disrupted by the COVID-19 pandemic. And they've been arming consumers with information and advice to wrestle with the airlines themselves—including in a Facebook Live seminar .

Many consumers say it’s working. In fact, based on letters CR received from people who successfully fought for their COVID-19-related airfare refunds, there are four main strategies, illustrated below with real-life success stories.

Strategy: Gentle Persistence

Getting into a huff with a customer service agent, writing expletive-laced emails, or slamming the phone may feel good in the moment but rarely gets you what you want. More effective is being persistent but polite—a technique nicknamed the Kindly Brontosaurus in a 2013 Slate article .

Originally conceived for in-person customer service scenarios but easily adapted to phone or online interactions, it involves quietly taking up a lot of space in the sightline of (or time on the phone with) your target, maintaining a sympathetic tone or expression, and patiently sticking with it until your needs are met.

Case study: Karin Morgan, who bought two round-trip tickets on IcelandAir for an April visit with family and friends in Sweden.

Money at stake: $1,673.

The road to the refund: Having read a previous CR article on getting airline refunds in the wake of the COVID-19 crisis, Morgan says she knew to wait for the airline to cancel the flight rather than canceling in advance herself. Indeed, IcelandAir emailed about 48 hours before the flight was to take off to say that it wouldn’t be.

After getting no response to an email requesting a refund, Morgan called IcelandAir, only to be told she should call Expedia, through whom she bought her tickets. So began several months of weekly calls to Expedia and “endless” hold times—but no resolution. After a couple of months, she began texting Expedia as well.

One Expedia customer service rep offered a credit, which Morgan graciously declined. Then, Morgan says, “the rep got snippy with me—but I was always polite, and finally she said she’d talk to her supervisor.”

A week or so later, the supervisor emailed, once again offering a voucher. Yet again, Morgan respectfully declined—but felt she was making progress: “At this point I was dealing with someone higher up the food chain,” she says.

In fact, two weeks after that, in mid-September, she got an email from the supervisor saying the refund had been processed and was on the way.

Strategy: Complain on Social Media

If gentle persistence doesn’t work, don’t be afraid to turn up the volume via Twitter or Facebook. Most large companies have teams monitoring these platforms for references to their brands, and they may give you what you want if they feel your public comments could cause reputational harm. CR does not endorse unjustified shakedowns, but everyone whose travel was disrupted by COVID-19 deserves a cash refund if they want it, says Anna Laitin, CR's director of financial fairness and legislative strategy.

Case study: Peggy Papanastassiou, who purchased six tickets for a 10-day family trip to Greece in May, making multiple stops.

Money at stake: $4,639.56.

The road to the refund: Papanastassiou booked tickets on Air France, Alitalia, and Olympic Air through online travel agency Travelocity. When flights to and from Greece were grounded by COVID-19, she asked them all for refunds—and got the runaround, with Travelocity telling her to call the airlines and the airlines telling her to call Travelocity. “But only after waiting on hold forever,” she says.

A nurse practitioner whose hours were cut during the pandemic’s early months, for several weeks Papanastassiou used some of the extra time on her hands to write letters, send emails, and call the airlines. To no avail: She was offered only vouchers for future travel, she says, even though her family members wouldn’t be able to reschedule.

So in late April she tried something new. “I hadn’t tweeted before—ever,” she says. But she created a Twitter account and banged out her first missive, taking care to tag the airlines and travel agencies she was targeting: “Air France and Olympic air refusing to refund 6 tickets. They canceled due to COVID. We are not able to reschedule. We want cash not credit/voucher. @airfrance @olympic_air_gr. Also passing the buck to Travelocity who is passing the buck back. @travelocity NOT GETTING ANYWHERE!” In early May she added the hashtags #NoVouchers #nocredit to her posts.

All told, Papanastassiou posted 20 or so increasingly sharp tweets before her credit card company, American Express, issued a full refund in mid-June.

Tell Airlines to Give Refunds, Not Vouchers!

Sign CR's petition to airline CEOs.

Strategy: Enlist Your Credit Card Company

If you purchased your tickets with a credit card, your most powerful ally against an airline may be your card issuer. According to Chi Chi Wu, staff attorney at the National Consumer Law Center, there are two ways to dispute the charges under the Fair Credit Billing Act : Assert a billing error or withhold payment.

Each has certain restrictions and procedures, which are detailed in this NCLC fact sheet : You must claim a billing error, in writing, within 60 days of getting the credit card bill, and you cannot have already paid the bill. In both cases, the credit card company has a legal obligation to investigate the claim and make a determination. And, Wu says, it can be worth trying even if 60 days have passed or you already paid your bill.

Case study: Nicholas Borninski, a commercial construction estimator, who booked two tickets to fly on KLM round-trip in March from Portland, Ore., to Warsaw, Poland.

Money at stake: $1608.12.

The road to the refund: After the flight was canceled on March 20, Borninski says he called KLM and asked for a refund but was told only vouchers were available.

That wasn’t good enough, for several reasons. “I don’t have a lot of money to throw around, I was seriously concerned about losing my job, and I had to go on paying my mortgage” he says. “And just the fact that someone was holding my money without giving me a choice really bothered me.”

So Borninski was insistent. Still, after a lot of back and forth, the best he was able to get was the offer of a partial refund—only $295 of the $830 he’d spent on each ticket. The rest, he was told, was taxes and fees and couldn’t be refunded.

At a stalemate, Borninski decided to initiate a dispute through his credit card company, Citi Visa. He was told that KLM would have almost two months to respond to the dispute. Borninski says he checked his account online almost daily. Finally, a credit for the full amount finally came through on the very last day, May 14.

Strategy: Throw the Kitchen Sink

Few of the consumers we spoke with who succeeded in getting their money back ever learned exactly what element of their campaign finally won them their refunds. In most cases, they were given the runaround until the moment the money in question appeared in their credit card account. Given that, the best strategy for getting a refund may be an all-of-the-above approach.

Consumer case study: Debbie Piccirillo, who booked a 13-day, chef-led food tour through Sicily with her husband, flying on United in May.

Money at stake: $3,819.

The road to the refund: A retired construction manager in New Jersey, Piccirillo booked the trip in January through the chef's tour operator but purchased the plane tickets directly with United. When the chef leading the tour canceled the trip in March, she got back her $1,000 deposit for the tour and hotel stays, then called United to cancel her flights.

That may have been a strategic error. As we reported in May , many airlines maintain they are not obligated to refund tickets for passengers who cancel their flights before the airline does, even if the flight doesn’t end up taking off. Though that position may technically conform to the letter of the law, consumer advocates, including those at CR, believe it violates the spirit, noting that public health officials had clearly been advising all travelers—and especially those who are older or at high risk of COVID-19 because of health issues—to avoid air travel.

In addition to filling out several United refund request forms, Department of Transportation complaint forms, and Citi Visa charge dispute forms, she says she wrote letters to United executives, local officials, the State Department, and Massachusetts senator Elizabeth Warren. She even set an alarm and woke up at 1 a.m. several times to increase her odds of getting through to a United customer service rep.

Piccirillo says her card charge dispute was initially rebuffed by United but that Citi Visa allowed her to appeal, which she did—twice. The second time she express-mailed a package containing some 30 pages of backup documenting her story. That, she believes, finally overcame the airline’s resistance: Though she never got an official determination, the money appeared in her Citi Visa account about a month later. All told, Piccirillo estimates she spent 20 to 30 hours on her campaign.

Scott Medintz

Scott Medintz is a writer and editor at Consumer Reports, focusing on the organization’s public policy work on behalf of consumers. Before coming to CR in 2017, he was an editor at Time and Money magazines.

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Why Is Getting a Refund From an Online Travel Agency So Hard?

Booking sites are scrambling to handle an unprecedented number of cancellation requests, and many customers say they are falling short.

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By Tariro Mzezewa

Travel and travel planning are being disrupted by the worldwide spread of the coronavirus. For the latest updates, read The New York Times’s Covid-19 coverage here .

For many travelers looking to save money, booking through a third party site like Expedia, Priceline or Orbitz has become second nature, especially for those looking for last-minute travel or package deals.

Then came the coronavirus pandemic. Many people attempting to cancel trips and get refunds have learned that including a middleman when booking a trip can make things complicated.

Luisa Ciaffa paid $1,545 for two flights to Florence, Italy, on Kiwi.com, a Czech online travel tech company that’s popular among students, in particular, for its low fares. On March 12, with Italy on lockdown and the World Health Organization having declared Covid-19 a pandemic, she tried to cancel and get a refund from Kiwi.com. The process, she said, “made absolutely no sense.”

She called and spent a long time on hold. When she got through to someone, she was offered a refund of 10 euros. On social media, other travelers who booked trips costing hundreds or thousands of dollars on Kiwi.com lamented that they, too, were offered 10 euros and nothing more. She was eventually given a $111 credit on Kiwi.com.

“Someone in what was clearly a busy call center said that our flights hadn’t been canceled yet, so it was my choice to cancel and not travel, so I couldn’t get a refund,” Ms. Ciaffa said.

When asked about the policy, Raymond Vrijenhoek, vice president for brand and strategic communications at Kiwi.com, said in an email that refunds are dependent on the policies set by airlines.

6 things to keep in mind about O.T.A.s and refunds

Online travel agencies (O.T.A.s) were overwhelmed by calls during the recent spike in travelers looking to cancel. A number of them, including Expedia and Priceline, have introduced online cancellation tools to make the process easier. Check their sites before calling.

Many airlines are now letting you cancel flights directly with them, even if you booked through an O.T. A.; try your airline first.

Was your fare or room nonrefundable? If you didn’t read the fine print when you booked, check it now. Many providers are relaxing their rules, but not all.

Online travel agencies can’t preemptively issue a refund to someone without someone at the hotel or airline signing off on that refund.

The big home rental sites have different policies. Airbnb is letting guests cancel and get a full refund through May 31 . VRBO leaves it up to hosts.

The new rules are still evolving. If you have a future reservation, wait until the date is approaching to cancel.

Kiwi.com is one of the smaller companies known as online travel agencies (O.T.A.s), which include big names like Expedia.com, Priceline.com, Kayak and numerous smaller outfits. While some specialize in a particular segment, like SnapTravel, which helps people book hotels, they often serve as one-stop shops for trips that can involve flights, rental cars and hotels.

Under normal circumstances, getting a refund from an O.T.A. is a pretty straightforward process. A traveler contacts the third party booking site and requests a refund, and the third party contacts the airline or hotel to process the refund. That’s if the traveler has booked a refundable fare, which many people who have wanted to cancel their plans did not.

On social media and in emails to The Times, many travelers complained that getting help from their O.T.A. has been particularly difficult during the coronavirus pandemic. One site, Bookit.com , completely suspended its operations, and told customers to contact their credit card companies for assistance.

Here’s what has happened.

They were overwhelmed by ‘panic day’

The agencies say they were overwhelmed by the immediate spike in travelers looking to cancel.

“The Wednesday Tom Hanks said he had coronavirus, and the N.B.A. season got shut down was panic day,” Hussein Fazal, the chief executive of SnapTravel, said. “Everyone in the U.S. started panicking, we saw a spike in volume and then the travel bans came.”

“We’re getting hundreds of thousands of more calls on any given day,” said Sarah Waffle Gavin, vice president for global communications and corporate brand at Expedia, which includes sites like Orbitz and HomeAway under its umbrella. “If that was the only problem, we could totally solve it.”

Expedia’s call volumes have been five to seven times higher than average, amounting to thousands more calls than it would normally receive, even during its busiest times. VRBO, the home booking site, saw its call volume increase more than 300 percent.

SnapTravel’s Mr. Fazal said call volume has been five times higher than usual and its chat volume has been three times higher than usual; its average call wait time before Covid-19 was 45 seconds and now it is 7.5 minutes, he said (though travelers have complained of spending hours on hold with various agencies).

They were prepared for the wrong thing

The spike in refund requests occurred while companies were simultaneously trying to equip their own teams to work remotely, said Olivier Pailhès, co-founder and chief executive of Aircall, a cloud-based phone system that provides its technology to companies. In mid-to-late March, Aircall had a spike in calls from its customers in the travel industry.

“We had a 100 to 400 percent increase in call volume from our clients who were trying to figure out how to help people changing plans or canceling trips,” Mr. Pailhes said, adding that his company had its best week of business in March. “A lot of companies in travel have to go remote and our company is perfect for that.”

Expedia said it had to act quickly to get employees prepared to work from home to respect social distancing and shelter in place policies that were enacted around the world. The company has backup plans, but as with many industries, they were based on the idea that any emergency would be localized.

“We have a resiliency plan, so if there’s an earthquake somewhere or a coup somewhere else, we roll the calls from that call center over to another call center elsewhere in the world,” Ms. Waffle Gavin said. “But this isn’t an earthquake or a coup. This wasn’t an isolated incident. This was happening to everybody all at once.”

Some employees lacked Wi-Fi or laptops at home, which meant the company had to figure out if people could still come into offices and how to ensure they could socially distance in that space.

“The VRBO customer service team pulled off a herculean task — adding 250 agents to take calls by shifting people from other parts of the business and accelerating new hire training,” wrote Melanie Fish, a spokeswoman for VRBO, in an email.

‘Nonrefundable.’ Really?

Many of the fares booked through the O.T.A.’s were cheaper nonrefundable fares. By design, these rooms and flights are more affordable because they bank on people’s certainty and willingness to take a risk. One analyst estimated that half or more of trips booked on Booking.com and Expedia are nonrefundable.

But when faced with a worldwide pandemic, travelers have felt they were being forced into an unfair position — told by authorities not to travel because they could risk their health and the health of others, and getting no relief from travel companies who they felt were holding their money hostage.

Mr. Fazal of SnapTravel said his company is currently mostly getting requests for refunds from people who booked nonrefundable rooms and are trying to get their money back anyway.

“If a booking is refundable, it’s easy,” he said. “But when it’s nonrefundable, it’s harder. Every O.T.A. is built like this — the system is built to make it hard to cancel, so we’re having to go and make exceptions.”

When Bookit.com shut down, Coty Johnson was left in a lurch, unsure of how to get the $3,600 he’d spent on nonrefundable flights and a hotel for his honeymoon in Jamaica back. No one at Bookit has responded to his emails and calls. His hotel won’t issue a refund, and American Airlines offered only a voucher.

“When we called the resort and airlines they informed us that the trip was never paid for and there was no refund they could process to us either, so we are still out $3,600 and a honeymoon,” he said.

Then airlines and hotels got more flexible

In the face of the rush to cancel, many of the airlines moved to a more flexible policy in which they waived change fees and are letting even those who booked nonrefundable fares get a credit for a future trip. The big hotel chains made the same decision.

Major airlines, including American , Delta and United , also started letting people who had booked their flights through an online travel agency like Priceline or Travelocity get a credit or refund from the airline rather than sending them back to the online travel agency, as used to be the policy.

Giving you a credit for a future flight lets the airlines hang onto your money and also encourages you to travel with them once the pandemic is over.

O.T.A.s say they couldn’t follow suit

But an O.T.A. doesn’t have your money. When you book with a third-party site, they take your payment and parcel it out to the various suppliers of your vacation services.

Online travel agencies are dependent on the decisions of their hotel and airline suppliers, so they can’t preemptively issue a refund to someone without someone at the hotel or airline signing off on that refund.

Mr. Vrijenhoek, of Kiwi.com, said that is the case at his O.T.A. “We are not holding any refunds from customers. It just takes some time to claim and receive the money back from the airlines,” he said, adding that the workload at the company’s customer care centers was “unprecedented,” leading to delays.

“Most travelers will never know the name of the bus that took them from the airport to the hotel, or that it was paid for 60 days ago and their hotel was paid for a while ago,” said Jeff Ment, a travel industry lawyer. “When you’ve paid for a trip, that money goes to all those parts of your trip, and for that O.T.A. to get it back is very difficult.”

Chris Anderson, a professor at the Cornell School of Hotel Administration echoed this. “A lot more interaction has to happen between staff at the online travel agent and staff at the hotel before a refund or credit can be offered, so it’s no longer a simple online transaction,” Mr. Anderson said.

Instead of reaching out to a hotel after a customer requests a refund, Mr. Fazal said, SnapTravel representatives have been asked by hotels that are also overwhelmed by people hoping to cancel, to gather requests for refunds and send them in bulk, rather than as they occur. A refund process that usually would take two to three days to get necessary approvals may now take several weeks, he said.

And just who is responsible can be fuzzy

Many travelers say they have been caught in limbo between the online agency and the actual provider of the service. Brad Tinnin is one of them.

Mr. Tinnin has spent the last several weeks trying to get a refund from VRBO for a house he booked for a trip to Palm Springs, Calif. The home rental, which totaled $2,600, was managed by a company called Oranj Palm Vacation and was near a rental his neighbors booked on Airbnb for the same trip.

As cases of the coronavirus increased in the United States, he and his wife decided that it wouldn’t be wise to travel from their home in St. Louis, Mo. He canceled the flights which he had booked directly through American Airlines and was given a flight credit for the full cost of the flight. That process, he said, was seamless.

His neighbors received a full refund from Airbnb, but “getting a refund from Vrbo or the management company or whoever is supposed to give the actual refund has been impossible,” Mr. Tinnin said.

Mr. Tinnin reached out to Oranj Palm Vacation, which told him to contact his insurance company and VRBO. VRBO told him to contact Oranj Palm Vacation. Oranj Palm said it could cancel his reservation, relist the home and if someone else booked it, he would receive a refund, but Oranj would keep 10 percent. Then he was told by the company that his insurance company would be better equipped to help. The insurance company isn’t covering coronavirus cancellations.

Last week, VRBO said that it reached out to the property manager, and Mr. Tinnin will receive a 50 percent refund and the other 50 percent will be applied as a credit to a future stay.

Mr. Tinnin is not eager to book with VRBO again. “I’ll never use them again after this ordeal,” he said, noting that the Palm Springs trip would have been his ninth booking with the company in four years, and a tenth trip for later this year was also booked.

Sarah Firshein contributed reporting.

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Tariro Mzezewa is a travel reporter at The New York Times.  More about Tariro Mzezewa

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Airlines will now be required to give automatic cash refunds for canceled and delayed flights

FILE - Passenger drop off their baggage at United Airlines in C Terminal at George Bush Intercontinental Airport, Thursday, Dec. 21, 2023, in Houston. The Biden administration issued final rules Wednesday, April 24, 2024, to require airlines to automatically issue cash refunds for things like delayed flights and to better disclose fees for baggage or canceling a reservation. (Brett Coomer/Houston Chronicle via AP, File)

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The Biden administration issued final rules Wednesday to require airlines to automatically issue cash refunds for things like delayed flights and to better disclose fees for baggage or canceling a reservation.

The Transportation Department said airlines will be required to provide automatic cash refunds within a few days for canceled flights and “significant” delays.

Under current regulations, airlines decide how long a delay must last before triggering refunds. The administration is removing that wiggle room by defining a significant delay as lasting at least three hours for domestic flights and six hours for international ones.

Airlines still will be allowed to offer another flight or a travel credit instead, but consumers can reject the offer.

The rule will also apply to refunds of checked-bag fees if the bag isn’t delivered within 12 hours for domestic flights or 15 to 30 hours for international flights. And it will apply to fees for things such as seat selection or an internet connection if the airline fails to provide the service.

Complaints about refunds skyrocketed during the COVID-19 pandemic, as airlines canceled flights and, even when they didn’t, many people didn’t feel safe sharing a plane cabin with other passengers.

Airlines for America, a trade group for large U.S. carriers, noted that refund complaints to the Transportation Department have fallen sharply since mid-2020. A spokesperson for the group said airlines “offer a range of options — including fully refundable fares — to increase accessibility to air travel and to help customers make ticket selections that best fit their needs.”

The group said the 11 largest U.S. airlines issued $43 billion in customer refunds from 2020 through 2023.

The Transportation Department issued a separate rule requiring airlines and ticket agents to disclose upfront what they charge for checked and carry-on bags and canceling or changing a reservation. On airline websites, the fees must be shown the first time customers see a price and schedule.

The rule will also oblige airlines to tell passengers they have a guaranteed seat they are not required to pay extra for, although it does not bar airlines from charging people to choose specific seats. Many airlines now charge extra for certain spots, including exit-row seats and those near the front of the cabin.

The agency said the rule will save consumers more than $500 million a year.

Airlines for America said its members “offer transparency and vast choice to consumers” from their first search.

The new rules will take effect over the next two years. They are part of a broad administration attack on what President Joe Biden calls “junk fees.” Last week, Transportation Secretary Pete Buttigieg announced that his department will let state officials in 15 states help enforce federal airline consumer protection laws .

Simple Flying

Automatic refunds: what us flyers need to know about the new dot rules.

Significant changes to how airlines deal with refunds.

• Refunds for canceled or rescheduled flights must now be automatic within specified time frames, simplifying the process for passengers.
• Passengers are entitled to full fare refunds with the correct form of payment, not just vouchers.
• New rules also cover ancillary fees to improve consumer protection and transparency.

Earlier this week, the US Department of Transportation (DOT) issued a final rule that forces airlines to make automatic refund payments in the event of canceled or significantly rescheduled flights. Let's look at these new rules and how they affect US passengers' travel.

New travel compensation rules explained

Under the new rules, airlines will have to make prompt automatic refunds if they cancel or significantly change their flights and passengers do not accept the new arrangements offered. "Significantly change" is defined as:

• Departing or arriving three hours later domestically or six hours later internationally
• A different arrival or departure airport
• More connections than the original itinerary
• A downgrade in cabin class
• Connections at different airports or flights on different aircraft less accessible for disabled travelers

Refunds must now be issued within seven business days for credit card payments or 20 calendar days for other purchase methods.

Passengers won't have to go through time-consuming online forms or call centers to submit a refund request. Airlines will now have to make the payments themselves automatically; however, this does not apply when booking through third-party agents.

Full refunds

The full fare, including all airline and state-imposed fees, must be handed back to the passenger, regardless of whether taxes or fees are refundable to the airline.

Discover more aviation news with Simple Flying

Correct form of payment

Currently, passengers issued refunds will often be given travel vouchers of an equivalent value rather than cash, particularly when booking through ticket agents, limiting future travel options. Both airlines and agents will now have to return whichever form of payment the passenger used to make the booking, be this cash, credit card, or airline miles. They cannot substitute this for other forms of credit, like vouchers, unless passengers agree.

Checked bags

Refunds will also be mandatory for passengers who paid for checked baggage that did not arrive on time. Travelers submitting a mishandled baggage report will receive a full refund on their checked baggage fee if their bags fail to arrive within 12 hours of domestic flight arrival or 15-30 hours for international flight arrivals, depending on flight length.

Ancillary fees

Additional services offered onboard flights for an added fee, such as seat selection, inflight WiFi , or entertainment, will also be refunded if passengers do not receive this service.

Other changes

• Airlines must promptly notify passengers of cancelations or changes and inform them of their refund rights.
• Passengers unable to travel following government or medical advice due to a serious communicable disease, such as COVID, will receive travel vouchers valid for at least five years.

US Transportation Secretary Pete Buttigieg said,

"Passengers deserve to get their money back when an airline owes them - without headaches or haggling. Our new rule sets a new standard to require airlines to promptly provide cash refunds to their passengers."

Making travel easier and fairer

The changes aim to remove the time-consuming hoops passengers must jump through to request a refund. This process can be off-putting, particularly for the less technologically savvy, and ultimately leads to fewer refunds being issued. As explained by the DOT,

"Without this rule, consumers have to navigate a patchwork of cumbersome processes to request and receive a refund — searching through airline websites to figure out how make the request, filling out extra “digital paperwork,” or at times waiting for hours on the phone."

USDOT Takes Big Bite Out Of Airline Ancillaries With New "Junk Fee" Rules

Another final rule introduced this week will improve the passenger experience even more, helping consumers to make more informed choices when booking flights. This ruling will protect passengers from airline "junk fees" by requiring carriers and agents to be transparent about any extra fees on their services, such as checked bag and reservation change fees.

Do you agree with this new DOT ruling? Let us know in the comment section!

What do I do if my flight gets cancelled⁠—and can I get a refund?

Oct 26, 2021 • 4 min read

It's important to know whether you are entitled to a refund © Justin Paget / Getty Images

In March 2020, the pandemic halted travel around the world, leaving many would-be air passengers struggling to secure refunds as hard-hit airlines offered up travel vouchers instead. 

But with travel cautiously opening back up in some parts of the world, many travelers are seeking clarity up front about what they’re entitled to if their trip can’t go ahead. Unfortunately, airline change fees, cancelled flights and ticket credits have never been so complicated. Airlines have introduced a patchwork of different policies to cope with the ongoing uncertainty⁠—so here is some general some advice to follow when navigating flight changes. 

What do I do if my flight gets cancelled?

If your flight gets cancelled, you’ll probably end up with one of five options: a refund; a travel voucher or credit; rebooking with a change fee; rebooking without a change fee and no charge if there’s a difference in fare; or rebooking without a change fee but with a charge (or maybe a refund or credit) for any difference in fare. 

But which of those you can take will depend on what kind of ticket you bought, when you bought it, who you bought it from, and how you paid for it.

If the airline cancelled your flight, or changed the timing to the extent that they have to notify you about it, you should be able to cancel your ticket and get all your money back.

If you want to rebook, things could get complicated. Policies vary widely, but most airlines will move you to another flight without incurring change fees or fare differences if the cancellation is their fault.

If you want to change your flight on your own, by and large most airlines are being pretty flexible about that, with the general trend being that you can rebook the flight for another date without a change fee (or with reduced change fees compared with pre-COVID times), but you will probably have to pay any difference in fare compared with your original ticket cost. Sometimes you only get one free rebooking.

Some airlines⁠—usually the nicer kind of full-service airline like Hawaiian Airlines⁠—have discontinued change fees entirely. Others have done so on a temporary basis or for certain fare classes (usually not their “basic economy” kind of offer), while others still (often the low-cost carriers) still have them, but have in some cases reduced the cost.

Can I get a refund, or does it have to be vouchers?

If it’s the airline cancelling it, then you’re usually entitled to a refund. But there are certain situations where the airline is allowed to give you a voucher or travel credit instead.

There’s no hard and fast rule here. To start with, your consumer rights depend on where your trip starts and ends, and in some cases⁠—like with European package tour regulations⁠—it will depend on whether you bought anything other than just a flight.

It will also depend on whether you bought the flight directly from the airline, from a trusted travel agent, or from an online flight search site. If you have a trusted travel agent, use them by all means, but try to avoid buying tickets from online flight search sites or from anywhere else that isn’t direct from the airline—it adds another layer of hassle when it comes to getting refunds. 

It will also depend on how you bought your flight: if you used a credit card, you can often get the credit card company to refund you, especially if the airline has promised a refund but not delivered in a reasonable time—reasonable according to the credit card company, that is. So it’s worth considering putting the charge on a credit card if you’re concerned about cancellation. 

Many travelers spent much of last year waiting for refunds—has that changed now? 

While it would be great to think that after a year of COVID-related travel disruptions, all airlines had foolproof systems in place to cope with customers who have had flights cancelled or delayed. However, that is still not always the case, and calling an airline could still leave you on hold for hours. 

If you’ve had a flight cancellation recently, but the airline’s website couldn’t process the change or was otherwise buggy, it’s worth trying to contact the airline through one of their social media channels, preferably via direct message.

Airlines have got a little better—but not much—about taking forever to issue refunds and vouchers, but there isn’t really a hard and fast trend here either.

Airline by airline guides

Every single airline is different, and their websites change so frequently, so it's important to check the latest rules. Run a quick web search for [airline name] change policy or [airline name] ticket flexibility and you’ll be right there.

Overall, though: if you can, this is the time to spend a little more to get yourself out of basic economy or to fly with the airline that has a better reputation rather than the one that’s the butt of all the jokes.

For more information on COVID-19 and travel, check out Lonely Planet's Health Hub .

You may also like:  What happens if I'm denied entry to a country on arrival? What is a vaccine passport and do I need one to travel? What is the IATA Travel Pass and do I need it to travel?

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What to Do if Your Flight Is Canceled, According to Travel Experts

Working a couple of options at once will get you on the next flight outta here!

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What are weather waivers?

What should i do first if my flight is canceled, can i rebook with another airline if my flight is canceled, can i get a refund if my flight is canceled, will the airline cover my meals and a hotel if my new flight isn't until the next day, how to avoid cancelations or delays in the future.

How can you get a jump on fellow passengers? Hull and other experts (including our own staff who crisscrossed the country for the Good Housekeeping Family Travel Awards ) outline rebooking hacks so you get where you want to go ASAP.

Get organized before your flight

There are a few things you can do to make sure your reservation is future-proofed to make rebooking smoother should your flight get canceled. If you're flying with friends or family and booked flights separately, contact the airline to link the reservations. Doing so will increase the chances that you'll be given the same options for a new flight.

You should also install your airline's app on your phone, and, if you already have it, make sure it's updated and you have push notifications enabled. "Even if you only fly that airline once a year, download the app at least a few days before your flight and you can remove it afterward to save storage," says Katy Nastro, a travel expert for Going.com . Having the app ensures that you'll receive timely alerts about delays, cancellations and severe weather waivers, so you can act fast. You may even be able to rebook directly on the app.

Bad weather is the most common reason for flights to be canceled. When a significant storm is forecast, many airlines issue waivers a day or two in advance. "Weather waivers are like a golden ticket," says Nastro. "Airlines will allow you to take an earlier or later flight at no extra charge within a certain timeframe to avoid anticipated cancellations." A Good Housekeeping team member flying on United Airlines took advantage of a weather waiver to begin her trip a day earlier than planned. "Besides avoiding an airport nightmare, I scored a direct flight that I didn't originally book because it cost significantly more," she said.

If you booked directly through the airline's website: If you're at the airport, get in line at the gate or a customer service kiosk (or split up your group to cover both). Simultaneously contact the airline either through the app or the customer service phone number. Working multiple angles will help you get rebooked quicker, says Hull.

If you're at home or on the road, call the customer service number and start a chat through the app or text. "Sometimes you'll receive rebooking options directly in the app, and if you're satisfied with one of those, choose it as quickly as possible," says Nastro. When Nastro's return flight to the U.S. from London was canceled recently, she used one of her favorite strategies: "Instead of calling the airline's customer service number in the U.S. or U.K. — which everyone else was doing — I called the airline's number for Australia, where presumably there weren't many flight delays, and an agent was able to help me get rebooked right away."

Nastro located the number on the airline's main customer service page and said calling international customer service is a favorite hack of the Going.com staff. "It also helps to have another flight option in mind to suggest to the customer service agent," she notes. If you booked through a third party: If you purchased your ticket through a travel agent, booking site like Expedia or Priceline, credit card-related travel agency like American Express Travel or another third party, you should reach out to your point of purchase for rebooking unless your trip has already started and you're dealing with a canceled connecting flight.

"When my direct flight booked through a cruise line's travel agent was canceled, the airline's customer service told me I had to contact the agency to rebook," says a Good Housekeeping team member. "I wish I had known that in advance because I waited more than an hour to reach a customer service rep." Just to have all your bases covered, you could also work your way to the gate or customer service kiosk at the airport in case the carrier is willing to rebook you directly.

It depends on what airline you booked with and the reason for the cancellation. If the cancelation is considered controllable — a mechanical issue or crew who exceeded the maximum hours that they can legally be on duty, for instance — several airlines have made a commitment to the U.S. Department of Transportation (DOT) that they will rebook you on a partner airline if they can't get you there themselves within a reasonable time, according to Hull.

Check the DOT's Customer Service Dashboard for the latest information. At press time, Alaska, American, Delta, Hawaiian, JetBlue and United have agreed to rebook passengers on a partner airline in the event of a controllable cancellation. As for which airline you'll be switched to, Hull says she's been booked on a wide variety of carriers when her flight has been canceled.

A Good Housekeeping team member who booked on United was offered a flight on American or Alaska when her flight was canceled. If your flight was canceled for a reason beyond the airline's control — bad weather and air traffic are two common possibilities — then airlines aren't obligated to rebook you on partners though, "it doesn't hurt to ask nicely," says Hull.

Yes. No matter what airline you're flying or the reason the airline canceled your flight, you're entitled to a full refund, according to the Department of Transportation. If you paid in airline miles, the miles will be returned to your account. If you paid by credit card, you may be offered an airline flight credit or voucher rather than a refund to your credit card.

Airlines are legally obligated to refund you in the original form of payment — so hold your ground about getting your money put back on your credit card, says Hull. You're also entitled to be reimbursed for any baggage fees, seat selection costs or amenities (like Wi-Fi) for which you prepaid.

Again, it depends on your airline and the reason for the cancellation. If your flight was canceled because of an issue that the airline has some control over, all major carriers except Frontier will provide a complimentary hotel room if your flight isn't until the next day. They will also issue meal vouchers or another type of food compensation if you have to wait three or more hours for another flight.

However, if your flight was canceled because of a situation outside of the airline's control, the airline isn't obligated to do anything more than rebook or refund you. But if you paid for the flight using a credit card with travel protections such as Chase Sapphire or Capital One Venture Rewards, you could file a claim with the credit card company to be reimbursed up to a certain amount for additional expenses you incurred for hotels and meals plus the ticket cost for non-refundable activities you missed, like a concert. Travel insurance may also cover these expenses, but Hull thinks the travel protection from credit cards is usually sufficient on most trips within the U.S.

Book a flight early in the day. Late evening flights are more likely to be canceled than morning ones, says Nastro. Delays earlier in the day may have piled up causing the plane or crew for your flight to be unavailable, so prioritize daytime options if they're available and within your budget.

The cancellation rates for airlines also vary widely. According to a recent Department of Transportation report on flights from January to September 2023, JetBlue had the highest cancellation rate at 3.4% while Alaska Airlines — a 2024 Good Housekeeping Family Travel Award winner — and Allegiant Air tied for the lowest at 0.3%.

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Airlines must cough up cancellation cash and can no longer hide fees under new federal rule

A federal rule announced Wednesday will require airlines to quickly give cash refunds — without lengthy arguments — to passengers whose flights have been canceled or seriously delayed, the Biden administration said.

“Passengers deserve to get their money back when an airline owes them — without headaches or haggling,” Transportation Secretary Pete Buttigieg said in a statement.

The rule from the Transportation Department says passengers who decline other reimbursement like travel credits are to get cash refunds.

It applies when a flight is canceled or has a “significant change,” the administration said.A “significant change” includes when departure or arrival times are three or more hours different from the scheduled times for domestic flights or six hours for international flights, and when the airport is changed or connections are added, it said.

Passengers are also to get refunds when their baggage is 12 hours late in delivery for domestic flights.

The new rule comes after promises to hold airlines accountable after major disruptions that made travel hell for passengers, including the 2022 Southwest Airlines meltdown , which resulted in almost 17,000 significantly delayed or canceled flights and a missing baggage nightmare.

The Transportation Department said that the new rule means refunds are automatic and that "airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops."

Also announced Wednesday was a rule requiring airlines to more clearly disclose so-called junk fees upfront, such as surprise baggage or other fees, the department said.

It said that rule is expected to save fliers around $500 million a year.

The surprise fees are used so tickets look cheaper than they really are, and then fliers get the unwelcome surprise of fees on checked bags, carry-on bags or reservation changes — or even discounts that are advertised but apply to only part of the ticket price, officials said.

Airlines will also have to tell fliers clearly that their seats are guaranteed and that they don't have to pay extra to ensure they have seats for flights, according to the Transportation Department.

Airlines for America, an industry trade group, said that its member airlines “offer transparency and vast choice to consumers from first search to touchdown” and that they do offer cash refunds.

The 11 largest U.S. airlines returned $10.9 billion in cash refunds last year, an increase over $7.5 billion in 2019 but slightly down from $11.2 billion in 2022, the group said.

“U.S. airlines are providing more options and better services while ticket prices, including ancillary revenues, are at historic lows,” Airlines for America said.

Left out of the federal changes announced Wednesday are those involving "family seating fees," but the Transportation Department said in a statement that "DOT is planning to propose a separate rule that bans airlines from charging these junk fees."

Travelers have complained to the Transportation Department that children weren’t seated next to accompanying adults, including in some cases young children, department officials said last year.

Fees on bags specifically have made up an increasing amount of airline revenues, the Transportation Department said Wednesday in announcing the new rules.

A Transportation Department analysis found that airline revenue from baggage fees increased 30% from 2018 to 2022, while operating revenue — which is from the flights themselves — increased by only half that amount, the department said.

Jay Blackman is an NBC News producer covering such areas as transportation, space, medical and consumer issues.

Phil Helsel is a reporter for NBC News.

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COVID-19 ruined my travel plans. Now what?

If COVID-19 canceled your travel plans, you are likely disappointed and wondering about refunds, credits, or vouchers for plane tickets, cruise bookings, tours, and more. Even if your scheduled travel is months away, you might be weighing your options. And many travel service providers seem to be working to address concerns about upcoming trips. 

Start by reviewing the travel provider’s refund policies and the terms of your reservation to see your options. In addition, many companies are posting information on their websites about COVID-19 travel-related questions. Many are offering refunds or rebooking options in light of the situation. Of course, check to see if you purchased travel insurance and what it covers. Some travel insurance policies may refund your cancelled trip.

Here’s what we know right now:

Airlines: According to the U.S. Department of Transportation , airlines must offer refunds, including the ticket price and any optional fee charged for cancelled or significantly delayed flights, even when flight disruptions are outside their control. If your airline isn’t doing that, you can report it to the U.S. Department of Transportation .

Cruise Lines: If you booked a cruise, your options will vary by cruise line. Your ticket contract lays out cancellation policies and your rights. For example, you may be offered a refund, or a credit or voucher for a future cruise. If you opt for a credit or voucher, make sure the expiration date is far enough out that you can use it. Read more from the Federal Maritime Commission about your rights and the recourse that might be available to you.

Trains: Amtrak is waiving change fees for reservations made before May 31, 2020; you can make changes online at Amtrak.com . For cancellations and refunds, call 1-800-USA-RAIL.

Lodging: Some hotel chains may be loosening their cancellation policies, waiving change and cancellation fees that would normally apply to non-refundable rates. Check with the hotel for your options.

As with many purchases, your best option is usually to directly contact the company you booked with to see if you can resolve a problem. So, whether you booked directly with an airline or hotel, or you used a travel site or consolidator, start with them. Then, to report a travel-related problem, contact your State Attorney General’s office or tell the FTC at ftc.gov/complaint .

To learn more about consumer issues resulting from the Coronavirus pandemic, sign up for the FTC’s consumer alerts at ftc.gov/subscribe .

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Allie May 01, 2020 Please comment on health travel insurance companies, who simply said mid-March they were no longer honoring an existing policy. Where to go for help?

Ms.Muggi May 01, 2020 thanks for this imported Infos

Rcope May 01, 2020 This article couldn’t have been more well-timed today. My trip to Cancun was cancelled three weeks ago by a major airline (unnamed), which would have left tomorrow, May 2nd. Needless to say, everything has been thrown into total chaos by Covid-19 for everyone across the globe. While my airline has offered future vouchers, I’m still having trouble with getting a refund or credit from the travel agency I used to book my resort. Hopefully they return my call or contact me somehow. I’ve placed an online request for a refund/other options, it’s just a nightmare for everyone planning anything, and every business involving travel is just so backed up. Thanks FTC, for the article. -RC

In reply to This article couldn’t have by Rcope

In reply to I am also trying to recover a by pcgreen

In reply to I'm in the same situation. by Don't use your…

In reply to I am having the same problem by Frustrated

In reply to YesI I have the same by Disappointed

In reply to I am in the same boat. Is by Frequent flyer

In reply to same here !!! I don't know by Jslott

EastIcon May 01, 2020 What about car rentals? I booked a reservation for May 9 rental from Fox Car Rental in Florida before Covid-19 outbreak. I have no future plans to visit Florida, so I would not want to rebook for a future rental, as offered through their policy. My flight was cancelled, and my lodgings were cancelled without problem. I DO foresee a problem with Fox. What is my recourse, aside from loosing over $300? Anyone else in similar situation? How did you fare?

In reply to What about car rentals? I by EastIcon

Beverley Nalven May 01, 2020 I bought round trip tickets for my grand children to fly from Charlotte NC to JFK arriving at JFK on March 16, 2020 and returning on March 22, 2020. American will not refund the charge of $422.22 to my credit card and will only give the same passengers a credit for the same flight at a date 12 months from their original Flights. They won’t refund my money or give me back the credits This is unacceptable

In reply to I bought round trip tickets by Beverley Nalven

I went ahead and canceled my April 15th flight to NYC but, only after the following events: * Feb 29, first death here in WA. * March 8, cases reached 500 in US. * March 11, WHO said this is a Pandemic. * March 13, president declares national state of emergency. * March 15, US cases surpass 3000 * NY state closes all school. * CDC recommends no groups of >50 for next 8 weeks. * March 16: * President says to avoid groups >10 and avoid going to restaurants * President says to stop discretionary travel * March 20: NY declared epicenter of crisis with >5000 cases in city * March 21: NJ (EWR) gov issues stay-at-home order * March 23: WA gov issues stay-at-home order. * March 23 flight cancelled. * March 24, >50k cases and 637 deaths in US * March 23 & 24 ASA008 (same flight as mine) was cancelled. * March 24: White House warns people who have been to NY to quarantine themselves. >25k cases. * I finally cancelled on 24th But Alaska Airlines still insist on only credit! Insurance I purchased from Alianz Travel was useless (read Consumer Reports, next time).

Funnygirlon't … May 04, 2020 Jet Blue only offers credits By the time it is safe to travel. I may not be able to, due to age and health. The tickets were none refundable at time of purchase. The consumer loses again.

Client-of-Trav… May 01, 2020 What if someone used a travel agent? Do you recommend going back to the travel agency or to the hotel / airline / cruise line directly? I know several people who used a travel agent and they were able to help them when the airline wasn't even answering the phone. Someone else booked directly with an online site and when they couldn't reach anyone there, they randomly called up a travel agent who actually helped them even though the agent is not the one who had booked their trip in the first place. So, I suggest if someone try asking a travel agent if they are at a lost as what to do or not finding the answers they need.

Don't use your… May 01, 2020 My husband and I booked a cruise on Carnival Cruise Lines for Sept. We were to depart out of Seattle, then Covid19 showed up and we cancelled our trip. We had already paid the trip in full plus money for the 2 excursions. We did purchase the travel insurance. We asked for a refund and they said we were going to be penalized almost $500.00 for canceling. We still have not received our refund or money back for the excursions. What do we do now? Just keep on waiting? It has been almost 2 months since we canceled.

In reply to My husband and I booked a by Don't use your…

masterredfox May 01, 2020 I would be concerned with getting a refund/credit than becoming upset that travel plans have been overturned. There's always tomorrow to take a trip. Keep yourself posted via the site you booked and paid through.

Bruiser May 02, 2020 Had to cancel two trips on physicians orders (age & medical history). Also complied with CDC Guidelines for those conditions and Whitehouse COVD Task Force. Southwest, Hertz and hotel refunded costs. Only one refusing to refund was Allegiant Airlines who gave me Travel Voucher because it is their "Policy" as I purchased a non-refundable ticket. Well the same applied at Southwest but they did the right thing and refunded. What if I am not able to use and what if I did travel in future and it needed to be a location Allegiant does not serve? Allegiant asking for "Bailout" money but may end up keeping my money plus bailout. What a company!!!

In reply to Had to cancel two trips on by Bruiser

Mike May 04, 2020 You sure opened a can of worms! I had a ticket as non refundable. I get that if I want to change or anything else. But when they aren't flying and don't deliver the service, how can they refuse my refund? This is happening to me. I could have showed up at the airport and the flight wasn't flying but they won't give me a refund because its non refundable. United Airlines at its very best. FTC...we need you!!!

In reply to You sure opened a can of by Mike

In reply to Same! They tell me they by Affected perso…

PBGsoccermom May 05, 2020 Hoping that the parents who paid out almost $1000 for 5th grade safety patrol trip to Washington DC will get some kind of refund even with purchasing the insurance. Still waiting to hear from the school. :(

Erika Kral May 07, 2020 Airlines - you are writing about refund. In my understanding is refund getting money back. No one US airline is giving refund. All only credits, what for foreign travelers unacceptable. How to proceed? Thank you

Bleysu May 07, 2020 EF Tours is keeping $ for trips that they cancelled due to Covid19. Depending on the time of travel, patrons are losing at least 500-1000$ for a service that was never provided. Please help us get full refunds. Thank you.

In reply to EF Tours is keeping $ for by Bleysu

You can report a problem with a business at www.FTC.gov/Complaint. The information you give will go into a secure database that the FTC and other law enforcement agencies use for investigations.

The comments you put here on the blog don't go into the law enforcement database.

In reply to EF Go Ahead Tours is doing by rnmlburns

Jason May 08, 2020 We had flights with both Frontier and Spirit airlines. Spirit flight was supposed to be 3/25/20 & Frontier flight was 4/3/20. All traveling states involved had Executive Stay at Home Orders on the dates of travel. Both Frontier and Spirit have refused the numerous requests for refunds---saying flights are nonrefundable. Both flights were purchased prior to the pandemic. Neither airline will deny that they are receiving Federal funding but yet neither will refund us, the taxpaying consumer. So we follow the laws by not flying & the airlines get to keep our money and receive Federal bailout money on top of it all. SMH

RayK May 08, 2020 Overseas Adventure Travel is a tour company located in Boston that has, within the past 30 days, attempted to unlawfully, unilaterally, and retroactively, amend the Terms and Conditions of its booking contract in order to attempt to refuse issuing cash refunds and only issue vouchers for future travel (even when they canceled the trip). They are hiding behind a "no class action" provision and think that prevents any single person from effective action against them. Hence, FTC help is needed.

In reply to Overseas Adventure Travel is by RayK

You can report a problem with a business at www.FTC.gov/Complaint . The information you give will go into a secure database that the FTC and other law enforcement agencies use for investigations.

Man May 09, 2020 How does this rule impact the agencies that sell airline tickets. I purchased four international airline tickets (Air France) from Capital One travel. Now, I have called both Air France and Capital One. Air France folks are really nice and are willing to issue full refund but they asked me to call my agency (Capital One). I have called Capital One numerous times and is put on hold for 2+ hours before disconnecting my call. This has happened more than 5 times and I have lost 10+ hours just waiting. I need FTC help urgently to crack the whip on agencies like Capital One Travel.

MFaggiano May 12, 2020 I booked a timeshare for April 2019 that I had to cancel because of Covid 19. I was offered rebooking from July to December 2019. I can't travel within that time frame as advised by my endocrinologist. Since I never got a cancellation policy from the timeshare owner. I was told to sell my week to recover my costs. I didn't sign up for this but I made an effort. 4 people responded but wanted assurance that they would receive a full refund if they needed to cancel. I text messaged the owner and haven't received a response. Im out $1300. This is bad business! I will be exploring my options and not giving up!

Justyna May 12, 2020 My flight got canceled due to COVID 19. The ticket was purchased online via a third party/travel agency. While trying to get a refund for my trip, the travel agency wants me to approve to cancel my ticket and agree to pay them a refund processing fee. Wondering if that is something they can require...?

Annie May 15, 2020 YMT Vacations is keeping $ for trips that they cancelled due to Covid19. Our group of 6 losing at least $300 each for a service that was never provided. FTC - Please help us get full refunds. Thank you

In reply to YMT Vacations is keeping $ by Annie

Neib12 May 16, 2020 I booked an AmaWaterways river cruise for July 19. AmaWaterways cancelled the cruise and will refund the payments I had made. But what about the flights? Turkish Airlines is offering a voucher that must be used by early 2021 which won’t work since I have a teaching position and can’t travel at that time. I do have travel insurance ....

What fliers need to know about new refund rules for airlines

Starting in about six months, U.S. airlines will have to offer customers cash refunds before vouchers

New federal rules for airlines will go into effect later this year, giving travelers a better picture of the full cost of flights before they book — and getting them an easier refund if things go awry.

After a process that lasted more than a year, the Biden administration announced the rules on passenger protections Wednesday.

“This is a big day for America’s flying public,” Transportation Secretary Pete Buttigieg said in a news conference at Reagan National Airport.

While the trade group Airlines for America said its members “abide by — and frequently exceed — DOT regulations regarding consumer protections,” consumer advocates praised the administration’s move.

“These rules are not only critical but also common sense,” said William McGee, senior fellow for aviation and travel at the American Economic Liberties Project, who spoke at Wednesday’s event.

Most new rules go into effect in the fall

At the event Wednesday, Buttigieg said that “the bulk of these protections” will go into effect in about six months. Others will start in a year.

That means refund rules that get customers automatic cash refunds when airlines cancel or significantly change flights won’t be in place during the busy summer travel season. But they should be set in time for the Thanksgiving and winter holiday season rush.

Buttigieg said that the department expects airlines to take some time to develop the processes to return cash to travelers, but added that he doesn’t want them to drag their feet.

“They don’t have to wait the number of months that it’ll technically take for this to go into effect,” Buttigieg said Wednesday. “They could and should be doing this right now.”

You should get refunds without having to ask

Instead of first offering a voucher or credit, airlines “must automatically issue refunds without passengers having to explicitly request them or jump through hoops,” the Transportation Department says. The refunds need to be issued within seven business days for credit card purchases and 20 calendar days when bought through other methods.

However a traveler originally paid is the way the refund needs to be issued, the rule says, whether that’s by credit card or airline miles . Other types of compensation are allowed only if a passenger chooses one of those alternatives.

“No more defaulting to vouchers or credits when consumers may not even realize that they were entitled to cash,” Buttigieg said.

You can still choose to be rebooked

If travelers’ flights have been canceled or significantly changed, they can still continue with their trip. Passengers are only eligible for a refund if they have declined to accept alternative transportation.

Airlines will have to pay for delayed bags and broken WiFi

There are many ways for a trip to go awry, and the new rules cover more than just a late or canceled flight.

If a checked bag isn’t delivered within 12 hours of a domestic flight arriving at the gate, or within 15 to 30 hours of an international flight arriving, depending on how long that flight is, passengers will be entitled to a refund of their checked-bag fee. They will need to file a mishandled baggage report.

Refunds will also be given if passengers pay for a service such as WiFi, seat selection or in-flight entertainment and the airline fails to provide.

‘Significant’ changes will be the same for all airlines

Automatic cash refunds are due to passengers if their flight experiences a “significant change.” But what does that mean? Previously, the definition could vary from airline to airline.

The new rules provide some consistency. A change is considered significant if a departure or arrival is different by more than three hours for domestic flights or six hours for international trips.

Other changes considered significant: the departure or arrival is from a different airport; there are more connections; passengers are downgraded to a lower class; or service or flights are on planes that are less accessible for a person with a disability.

No more hidden fees for bags and seat selection

The rule on extra fees — what the Biden administration refers to as “surprise junk fees in air travel” — will require airlines and online travel booking sites to disclose up front the fees for a checked bag, carry-on bag, reservation change and reservation cancellation. Those fees must be clearly noted and not shown through a hyperlink, the rule says.

Consumers must also be informed that they don’t have to pay for a seat assignment to travel and that a seat will be provided without an additional price.

“Healthy competition requires that, as a consumer, you comparison shop, which means knowing the real price of a trip before and not after you buy,” Buttigieg said. “Airlines will now be required to show you these costs up front, so you have all the information you need to decide what travel option is best for you.”

Travelers can either search without providing their personal information to see standard fees or, after entering their information, see more tailored fees that might apply given their military status, frequent-flier membership or credit card use.

“The final rule puts an end to the bait-and-switch tactics some airlines use to disguise the true cost of discounted flights,” the Transportation Department said in a news release. “Prior to the rule, some airlines were offering deceptive discounts that consumers may have believed applied to the full fare that was being advertised but only applied to a small portion of the ticket price.”

You will still have to report complaints

Buttigieg said the main way for the department to find out about a violation of the rules is when people submit complaints through the site flightrights.gov . But he said he hopes that by making refunds automatic, there will be less need for complaints — and more flexibility for employees to perform audits or spot-checks of airline compliance.

Europe-style compensation is still not in the rules

Some travelers heading to or from Europe who experience delays under certain circumstances are entitled to compensation worth more than $600. That kind of system does not exist for domestic flights in the United States, but Buttigieg said it is on the agenda.

“On compensation, we continue to develop that — and to be clear, with this rule on the books, that does not stop or slow the progress that we’re driving in terms of a compensation rule,” he said.

More on air travel

Leave flying to the pros: Think you could land a plane in an emergency? Experts say you’re wrong . Here’s what you should actually do if something goes awry during a flight .

Pet peeves: Why do “gate lice” line up early for a flight ? Psychologists explained for us. Another move that annoys airline workers: abusing the flight attendant call button . For more on how to behave on a flight, check out our 52 definitive rules of flying .

Plane mess: Stories about extremely disgusting airplanes have been grossing out travelers. The question of plane cleanups became the subject of a recent debate after a flight attendant allegedly told a pregnant passenger to pick up the popcorn spilled by her toddler.

Frequent flying: Airline status isn’t what it used to be, but at least there are some good movies and TV shows to watch in the air. And somewhere out there, experts are trying to make airline food taste good.

How to Get a Flight Cancellation Refund from a Third-Party Travel Site

By Eric Rosen

All products featured on Condé Nast Traveler are independently selected by our editors. However, when you buy something through our retail links, we may earn an affiliate commission.

As coronavirus has spread and countries have imposed travel restrictions and lockdowns, millions of travelers have seen their plans disrupted. It’s hard enough getting a hotel or flight cancellation refund if you booked directly, but it can be even more difficult to get cash back if you made your reservation through a third-party site, including online travel agencies (OTAs) like Expedia or Priceline.

First, the good news: If the airline , hotel chain , tour, or cruise line you were supposed to travel with has issued change or cancellation waivers and is offering refunds, you're already in luck. The bad news? It could take a while to get your money back—but it's important to be patient and persistent, and know what you’re entitled to. Here's how to do it.

Check with your online travel agency

If you booked reservations through a third-party site, the first thing you should do is check their homepage for travel warnings or advisories. At this point, the major OTAs have all posted their coronavirus policies and those of their travel partners that you can use as a guideline for their specific refund process. To get you started, here are links to the major online travel agencies’ dedicated coronavirus pages.

Booking.com coronavirus FAQs

Expedia coronavirus travel advice

Hotels.com cancellation policy

Hotwire coronavirus travel updates

Kayak coronavirus resources

Orbitz coronavirus travel advice

Priceline coronavirus FAQs

Travelocity coronavirus travel advice

Third-party bookings are subject to the change or cancellation rules that have been put in place by their travel partners, including airlines , hotels, cruise lines, and car rental agencies. That means OTAs must wait for responses from their partners in order to process refunds, which has created an enormous customer-service bottleneck.

Because of that, most OTAs are asking customers to refrain from contacting them unless their original travel plans take place within the next three to seven days in order to limit the number of calls coming in. Many have also posted online cancellation and refund request forms that you can fill out both for near- and long-term travel plans, though you might also receive a proactive email asking if you would like to make such a request in the days leading up to your trip.

For the moment, these sites are focusing on bookings made prior to March 19 for travel through April 30, 2020. If your plans are further out, you may need to sit tight for a bit. Doing so is also a good idea because it could affect whether or not you are entitled to a refund, based on changing policies.

Check your partner airline, hotel, cruise, or car rental page

Before you actually submit a cancellation request to your OTA, it is imperative that you also confirm if your travel arrangements fall within the refund time frames of the airline, hotel, cruise, car rental, or other company that you used the OTA to book.

In general, if the travel partner is the one to cancel your itinerary, like axing a flight or cruise sailing, you should be eligible for a refund. Some hotels and airlines are even offering to streamline the process and issue a hotel and flight cancellation refund directly rather than making customers go back through OTAs, so you might even consider calling the travel partner to see if you can request your money back.

Just keep in mind, if you are the one initiating a change or cancellation, you may be subject to penalty fees, or only eligible to receive credit toward future travel purchases. So if your plans are still several months away and scheduled as normal, you might want to wait and see if the travel partner ends up cancelling them before requesting your refund.

If you're supposed to be traveling within 72 hours

It's crunch time. Some travelers might be waiting until the very last minute to see if their reservations are canceled, so they don't have to initiate the refund request and are better positioned to get their cash back. If you're at the 72-hour mark and they still haven't contacted you, reach out to your OTA and start your cancellation request immediately. Some have online forms up on their coronavirus advisory pages, so try that first. Otherwise, be prepared to call customer service and wait on hold for long periods of time. You can consider alternative methods of communication including online chats or tweeting to the OTA’s Twitter handle. If you are still having trouble talking to someone, your best option might instead be to contact the airline or hotel directly to request a cancellation and refund now that many are offering to do so.

If you have some time

If you have been notified further in advance that your flight or other booked travel has been canceled, or simply aren't comfortably waiting until the last minute in hopes of a cash refund, you should contact your OTA to start the refund process one week out from your original travel dates.

Alex Erdekian

CNT Editors

Jesse Ashlock

Charlie Hobbs

If your travel was set to take place between now and the end of April and you are eligible for a refund, you might be able to submit your request through the “My Trips” page on your OTA’s website. You should see an option to change or cancel your booking. Click on that, and you will be directed to a page outlining your choices and whether you can expect a full refund or are subject to any penalties. At this point, you might also be directed straight to an airline or hotel website in order to complete the process. Make sure you have any information will you need on hand, including the credit card you used to make the booking, your itinerary confirmation number, and any confirmation or ticket numbers from the airline or hotel.

In some cases, you will be offered credit or vouchers for future bookings. But if you are entitled to a refund and would prefer to get your money back, do not be afraid to ask for it . Despite what any OTA or travel representatives tell you, you do not have to settle for future travel credits in that case. If you do choose a voucher instead , consider booking a refundable ticket down the line so you can cancel your plans more easily if necessary.

As a last resort, put a hold on your credit card charge

Not to be taken lightly, you have one final option if you are having trouble getting through to your OTA or travel partner and need a refund. If you booked with a credit card, you can call your bank and ask them either to hold or reverse the travel purchase charge on your statement. You will have to provide your reasons for doing so, and likely need to submit evidence that you were eligible for a refund and that you made a good-faith effort to cancel your reservation. It’s not guaranteed to work, but it can’t hurt to try if you are getting nowhere with your OTA.

We are still in a period of unprecedented uncertainty due to the coronavirus, and that is especially true for travelers who booked through an online travel agency. Many OTAs are making it easier to change or cancel reservations, but it remains your job to make sure you are eligible for a refund, get familiar with the policies of travel partners like hotels and airlines that were part of your plans, and stay on top of any timing requirements so you do not find yourself stuck on hold for hours as your travel dates approach.

We're reporting on how COVID-19 impacts travel on a daily basis. Find all of our coronavirus coverage and travel resources here .

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• Travel Tips

What to Do If Your Flight Is Canceled, According to a Travel Expert

From rebooking to getting a cash refund, here are some pro tips.

John Tlumacki/The Boston Globe/Getty Images

Flights may get canceled for any number of reasons, from airline staff shortages to standard weather delays. Unexpected issues could arise any time you fly, but that's the (small) price you pay for the countless joys of travel. Even when your flight is canceled or delayed, there are a few things you can do to turn the day around. From rebooking to requesting a refund, travel expert Scott Keyes, the founder of Going , shares his tips for surviving hectic times in air travel.

How to Find Out If Your Flight Is Delayed or Canceled

If you've provided sufficient contact information, Airlines should notify you about delays and cancellations by email, text, or through their apps, but tech issues may lead to communication mishaps. Always check your flight status on your airline's website in the 24 hours leading up to your flight. When you're at the airport, check the departures board for the latest information.

You can also use third-party websites or apps like Flighty and FlightAware to monitor your flight for cancellations or delays.

What to Do If Your Flight Has Been Canceled

If your flight is canceled, don't panic — your airline might automatically rebook you on the next available flight. But there's always a chance that might not happen, or even if it does, that the new flight won't work with your schedule. Try visiting your airline's website to see if it gives you flight options for rebooking. If not, call or text your airline. The wait times might be long, but talking to a customer service agent often gives you the most flexibility.

If your flight gets canceled while you're at the airport, you might have better luck visiting the airline's help desk. In fact, Keyes recommends trying both methods at once: "Stand in line and pull out your phone. Gate agents aren't the only ones who can help re-accommodate you — phone agents can as well," he says. "Don't put all your eggs in one basket; you may get through to an agent on the phone before you reach the front of the line at the airport."

And don't forget about your checked luggage — if you've already checked a bag for a flight that's been canceled, speak to an airline representative about how to retrieve it.

How to Rebook Your Flight

The three main options for rebooking are in person at an airport help desk, over the phone, and via text. (Some airlines might be able to provide assistance through social media, too.) Bear in mind that the response times can be exceptionally long, so try reaching out by all means possible to find out which method is quickest.

But here's a hot tip. "The easiest way to get in touch with an airline quickly is to call their international phone lines," Keyes says. "Take American Airlines. They don't just have their main U.S. hotline; they've got hotlines in Mexico and the United Kingdom and Australia and dozens more. While 99 percent of U.S. passengers call the main U.S. hotline and endure long waits, you'll typically get right through at a foreign office, and agents there can handle your reservation just the same."

While airlines always want to rebook you on one of their own flights, Keyes says there is a chance they can rebook you on a different airline. "It's not common, but in some cases — like, say, it's the last flight of the day and you'd otherwise have to stay overnight in a connecting city — airlines will do it with a carrier they have an interline agreement with," he says. "Full-service U.S. airlines have these interline agreements with one another, but budget airlines rarely do. The lack of interline agreements is the primary reason I tend to avoid budget airlines when possible."

How to Get a Refund, Travel Credit, or Other Compensation

As of April 2024, the U.S. Department of Transportation requires airlines to automatically and "promptly" issue refunds for certain travel disruptions. You are now legally entitled to a cash refund if your flight from or within the U.S. has been canceled or delayed. Delays must be at least three hours for domestic flights or six hours for international flights.

"Under federal law, if an airline cancels or significantly changes your flight, you're entitled to a full cash refund. Period," Keyes explains. "Doesn't matter if it was a non-refundable ticket. Doesn't matter if the cause was bad weather or a global pandemic. You're entitled to a cash refund if you no longer wish to travel; you don't have to take a flight credit or travel voucher."

Whereas airlines have historically been known for making passengers overcome hurdles to get their money back, this law means they must now issue refunds automatically (no pesky paperwork hidden in the depths of their websites) and in cash, not vouchers or travel credits. Other scenarios that might warrant a refund are class downgrades or a change of airport or the number of connections.

You'll also get your money back for luggage that's been delayed by 12 hours or more and any other add-on service you purchase that isn't provided on your trip. These are the rules for flights departing from the U.S. or traveling domestically only. If you're flying from Europe, a compensation law called EU 261 is in place.

"If you're traveling in Europe, many delays or cancellations do entitle you to compensation up to 600 euros, in addition to keeping your flight," Keyes notes.

Can You Avoid Canceled Flights?

There's no sure way to avoid flight cancellations or delays, but there is one way to increase the chances that your flight departs on time: "The earlier your flight, the better your odds," Keyes says. "That's because weather is generally better in the morning, and also because the plane is usually already at the airport, rather than arriving from elsewhere, and thus at risk if that inbound flight were to get canceled."

Additional Air Travel Tips

Opt for nonstop flights whenever possible, and try not to check a bag. "If your flight gets canceled or you miss a connection, it's easier to get re-accommodated if the airline doesn't have to also locate and transport your checked bag to a new flight," says Keyes.

Related Articles

Can I Cancel a Flight and Get a Refund? Rules for Refunds, Reimbursements, and More

By Sean Cudahy

June 27, 2023

Sorting through the fine print of an airline’s policies can be tedious and confusing, and it doesn’t get any easier when things go awry.

From meal and hotel vouchers to refunds, policies may differ from one airline and situation to another. What's more, some policies have evolved over the last few years in response to pandemic disruptions.

Add in public pressure and proposed regulations by the Biden administration to redress flight delays and cancellations, and your head may be spinning by now.

The good news: After the air travel meltdowns of last summer and this past holiday season, things appear to be running more smoothly so far this summer—but it’s still fairly early.

In the event you do run into trouble, here’s what to know about the rules and recent developments surrounding flight refunds, reimbursements, and compensation.

Can I get a refund if my flight is canceled?

Yes, if you choose not to fly.

U.S. Department of Transportation policy requires airlines to issue refunds to passengers whose flights are canceled, are significantly delayed, or undergo a significant schedule change, if the passenger ultimately elects not to rebook and fly later.

It doesn’t matter if the disruption was the airline’s fault, weather-related, or anything else.

And, as Transportation Secretary Pete Buttigieg reminded customers on social media amid last summer’s chaos, airline miles won’t cut it—you’re entitled to a cash refund.

Sometimes an airline will offer you points or miles as compensation, but you are entitled to a cash refund when your flight is canceled. When deciding whether to accept miles, it’s helpful to know their value, which varies, but often is estimated at 1 to 1.5 cents per mile. — Secretary Pete Buttigieg (@SecretaryPete) July 2, 2022

A caveat : The government does not specify what constitutes a “significant” delay or schedule change. Instead, the Transportation Department determines whether you’re entitled to a refund on a case-by-case basis, weighing delay length, flight length, and your personal circumstances, the agency says . 

To take an example: Say it’s Saturday morning. You’re flying to New York City to see an afternoon Yankees game, with plans to fly back the next day. A storm cancels your flight. The airline offers to rebook you for later, but, by that point, you’d end up missing the game. The trip now feels pointless. 

You’re entitled to a flight refund if you scrap the trip .

My flight isn't canceled, but I want to cancel my ticket. Can I still get a refund?

It depends.

If you just booked your ticket, then you can likely get your money back.

Per government policy , airlines must either allow penalty-free cancellation within 24 hours of booking if the trip is at least 7 days away, or the airline must allow you to place a 24-hour hold on your ticket and fare without your having to pay immediately.

Beyond that 24-hour window, the possibility of getting a refund for a ticket you cancel (rather than for a flight the airline cancels) comes down to the carrier and the type of ticket you booked.

A number of U.S. airlines offer a combination of fully refundable and nonrefundable fare types, while some carriers offer a sort of middle ground that refunds you in the form of future airline credits—but not cash.

For instance, with Southwest Airlines’  "Wanna Get Away" and "Wanna Get Away Plus" fares , you can cancel up to 10 minutes before departure and get credits for future flights. If you pay a bit more for an “Anytime” or “Business Select” ticket, though, you can get a full refund.

The refund policy for United Airlines , meanwhile, notes that "most fares are nonrefundable,” but adds, “the value of your ticket may be eligible to be applied toward the price of a new ticket for a fee.” 

Generally speaking, budget airlines and basic economy tickets tend to be the most restrictive when it comes to making changes to a reservation.

When booking a flight be sure to scan the fine print for your ticket’s cancellation policy. It should spell out somewhere whether you’re entitled to a full trip credit, partial trip credit, full refund, or nothing at all should you need to cancel.

As you can see below, while booking a Delta Air Lines trip for July from Dulles International Airport outside Washington, D.C., to Atlanta, if you click the cheapest basic economy fare, the list of restrictions warn you can only get partial e-credit if you cancel, versus full trip credit if you cancel a regular main cabin ticket.

Delta also has an option for a refundable main cabin ticket that will allow for a complete refund if you cancel—albeit for a more expensive price.

Am I entitled to reimbursements for meals and hotel stays if my flight is delayed or canceled? 

There’s been a lot of talk over the last year about the types of expenses airlines will reimburse or outright cover in the wake of flight delays and cancellations.

After all, when you get stranded, the costs can pile up from extra meals, taxi rides, and sometimes even an unexpected night spent at a hotel.

The Biden administration has pressured airlines to cover these costs, and the Transportation Department has made an effort to make it easier for customers to see what they’re owed via a customer service online dashboard first rolled out last year .

According to the dashboard, every U.S. airline scrutinized by the government guarantees meals or cash/vouchers for meals when a cancellation or delay results in a 3-hour wait or longer.

Additionally, every airline except Frontier guarantees complimentary hotel accommodations for an overnight cancellation or delay, as well as complimentary ground transportation to and from the hotel and airport.

Keep this in mind, though: These guarantees only apply to “controllable” cancellations and delays, meaning the issues fall under the airline’s responsibility because they have to do with matters such as aircraft maintenance or staffing. That does not include weather.

Another caveat: At the moment, these are technically optional gestures on the part of airlines rather than guarantees regulated by the government.

But the Biden administration wants to change that.

Are there new airline compensation rules on the horizon?

In May, the Transportation Department announced plans to propose a new rule that would require airlines to provide compensation for those meal, ground transit, and hotel expenses tied to delays and cancellations.

Again, this would apply only when the delay or cancellation is the airline’s fault. However, this proposed rule would clearly define what constitutes a disruption that’s within the airline’s control.

And in those clearly defined cases, compensation to consumers for delays and cancellations would no longer be voluntary but required by law. 

The International Air Transport Association, a trade group representing airlines, criticized the government’s proposal as an “added layer of expense” that would “likely have an impact on ticket prices.” 

Things you can do when your flight is canceled or delayed

With those policies in mind, here are some steps you can take when your flight is delayed or canceled.

See if you can rebook on the airline app . 

Many airlines will let you quickly rebook yourself on the carrier’s mobile app when your flight is canceled or delayed. This can be a way to avoid waiting in line or languishing on hold.

Ask why the flight is delayed or canceled . 

If you know the reason is, say, maintenance or crew staffing (and not weather), you’ll know there’s a better chance of getting some sort of financial assistance from the airline.

It doesn’t hurt to ask for reimbursement .

Even if the gate agent didn’t say anything about vouchers, you can always ask!

The airline may still be willing to reimburse you for costs you end up incurring—again, if the disruption is the airline’s responsibility. Keep all receipts and try contacting the airline through online customer service channels.

Don’t forget about credit card protections .

Check your credit card policies. Some travel credit cards offer protections for costs tied to trip delays. This can be especially helpful if your flight faced a weather-related disruption the airline won’t cover.

If you think you were wrongly denied a refund, file a complaint .

If the airline denied you a refund and you think you were entitled to one, the Transportation Department suggests filing a complaint with the agency. (Our step-by-step guide will take you through doing just that .)

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Ultimate guide to canceling a flight and getting a refund with major US airlines

Editor's Note

Most airlines now have favorable policies if you need to cancel your flight, especially if you booked using points or miles. If you book the right fare with an airline that has friendly cancellation policies, you may not be out hundreds of dollars — or be on the hook for astronomical fees — should your travel plans change.

However, with many different airlines and varying policies, it can be overwhelming to figure out each carrier's rules. To make it easier, we put together this guide about the cancellation and refund policies for the major U.S. airlines.

Can I cancel a flight and get a refund?

These days, all airlines allow you to cancel a flight, and most make it extremely easy to do so. You can usually cancel a flight online, and many carriers let you get a refund in some capacity.

For the most part, if you book a nonrefundable fare — the most common fare type — you'll receive a credit or voucher for a future flight. However, you'll find that some airlines charge a fee to cancel, and they might base the fee on how far in advance you cancel.

For example, Southwest Airlines has one of the most generous cancellation policies, regardless of the fare type. As long as you cancel at least 10 minutes before your flight's scheduled departure time, there is no fee to cancel your reservation, whether it is a paid fare or one booked on points. While you'll end up with a travel credit for the amount paid if you cancel a paid fare, Southwest won't deduct any fees from that voucher. Also, if you booked using Southwest points, the airline will immediately return them to your account with no fees.

Delta Air Lines, American Airlines and JetBlue Airways also have favorable cancellation policies — as long as you didn't book their least expensive basic economy fare .

On the other hand, Frontier Airlines will charge you a $75 fee when canceling a reservation booked on miles. Canceling a paid reservation will cost you even more.

Perhaps the least favorable airline is Allegiant Air , which requires you to cancel seven or more days in advance and charges a cancellation fee per segment (not round-trip).

So, when you wonder if you can cancel a flight and get a refund, the answer depends on many factors, including the airline, the fare type and how far in advance you cancel.

How to cancel a flight with major airlines

Many airlines allow you to cancel a flight without hefty fees. Since every airline operates slightly differently, we've compiled the policies for each major airline and the associated fees so you can figure out how to cancel a flight. This information is for a regular passenger (not one with status) on a standard reservation.

If you booked under special circumstances, we've linked to our full guide for each respective airline, which goes into more detail about each one's policy. These guides also include the policies for changing a flight instead of fully canceling.

Alaska Airlines' cancellation policy

Canceling a paid Alaska Airlines reservation

Alaska allows you to cancel all reservations within 24 hours of booking — for travel starting more than 24 hours from the time of purchase.

After the 24-hour mark, there are no cancellation fees, and all fare types are now eligible for some sort of credit. For Main and First Class fares, you'll receive the full amount paid as a certificate to use toward a future flight. For flights purchased on or after July 19, 2023, even Saver fares are eligible for a credit. However, you'll only receive a 50% credit of the ticket value, and the flight must be canceled at least 14 days prior to departure of the first flight on the ticket. (For flights purchased prior to this date, Saver fares will not receive any credit if canceled in advance.)

All certificates received when canceling a flight are valid for 12 months from the issue date of your original ticket or 30 days from the date of cancellation — whichever is greater.

The only way to receive a full refund is by purchasing a fully refundable fare during the booking process.

Canceling an Alaska reservation booked with miles

Passengers can cancel an award reservation by calling Alaska's reservation center. The airline will deposit the miles back into your account once you cancel your award flight, and you'll receive a refund for any taxes paid.

Allegiant Air's cancellation policy

Canceling a paid Allegiant reservation

Allegiant has one of the more strict policies when canceling a flight: You must cancel seven days before departure and will still have to pay a fee. Typically, the fee is $75 per segment (not for the entire reservation), but for a while now, Allegiant has reduced the fee to $25 per segment. When canceling, you'll receive a voucher for the amount paid (minus the total cancellation fee), valid for up to one year from the original booking date.

When canceling a flight within seven days, the airline won't issue a credit, and you'll lose the entire ticket value.

Canceling an Allegiant reservation booked with miles

Allegiant offers a unique policy regarding canceling an award booked with miles. You'll be charged the same fee per segment, and the flight must be canceled at least seven days in advance. The points redeemed will not be redeposited back into your account; you'll instead receive a voucher for the value of the ticket.

Related: How to change or cancel an Allegiant Air flight

American Airlines' cancellation policy

Canceling a paid American reservation

You can now cancel all American reservations, except American's basic economy fares, without a fee. However, some flights originating outside North and South America have slightly different policies.

With basic economy fares, you'll be charged a $99 fee, which is taken out of the value of your ticket. This policy only applies to AAdvantage members for flights within the 50 states.

When canceling a reservation, AAdvantage members will receive a trip credit that expires one year from the date of issue of the original ticket. For trip credits issued on or after March 11, 2024, nonmembers, unfortunately, only have six months to use the credit. But since membership is free, this is a solid reason to enroll in the AAdvantage program.

Canceling an American reservation booked with miles

American allows you to cancel award flights for free. There are no redeposit fees, and your miles will immediately return to your account. Since you can't book a basic economy fare with miles, there's no need to worry about this more restrictive fare type. However, from personal experience, you'll want to make sure that the taxes and fees paid are refunded back to the form of payment (such as a credit card) and do not get issued as a trip credit.

Related: How to change or cancel an American Airlines flight

Delta Air Lines' cancellation policy

Canceling a paid Delta reservation

Most Delta fare types for flights originating in the U.S. and Canada (except Delta basic economy tickets) will allow you to cancel your flight without a fee. Flights originating outside of these two destinations carry different rules and up to $400 in fees.

When canceling a basic economy fare for travel originating in the U.S. or Canada for travel to the Caribbean, Central America or Mexico, the fee is $99. For all other routes, the cancellation fee is twice the amount, at $199. Unfortunately, basic economy flights originating in Mexico cannot be canceled.

Canceling a nonrefundable fare will result in an e-credit for the full amount paid (minus any cancellation fees, depending on fare type and route). However, if you cancel a refundable ticket, you'll get the amount paid refunded back to your original form of payment. Currently, e-credits expire a year from the original ticketing date; that is just the book by date, and you don't have to actually travel by the expiration date.

Canceling a Delta reservation booked with miles

Similar to a paid reservation, as long as you book a fare type other than basic economy, you can cancel your flight, and Delta will redeposit the miles back into your account with no fee. Additionally, Delta will refund any taxes and fees to the original form of payment.

For reservations booked as basic economy (for domestic travel within the U.S. and Canada), you can still cancel your flight. However, Delta will deduct between 9,900 and 19,900 miles from the amount it redeposits into your account when you cancel.

Related: How to change or cancel a Delta Air Lines flight

Frontier Airlines' cancellation policy

Canceling a paid Frontier reservation

Frontier Airlines is unfortunately no longer as customer-friendly as it used to be. If you cancel your flight, you'll be charged a $99 fee per direction. When cancelling a flight, you'll receive a credit for the price paid minus the cancellation fee, and you'll need to use this credit within 90 days of receiving it. Again, this is a "book by" date, and you can travel post the expiration date.

One way around the fee is by changing your flight instead of canceling. This only comes in handy if you know of another Frontier flight you're looking to book. This is because there's no change fee when making a change on a Frontier reservation 60 days or more before your flight. However, within the 60-day window, you'll be charged a fee (per direction): $49 for flights 59 to seven days prior to departure and $99 for flights six days or less prior to departure.

Canceling a Frontier reservation booked with miles

Unlike many other airlines, Frontier charges a cancellation fee even if you booked with miles. Regardless of how far in advance you cancel, you'll need to pay a $75 redeposit fee.

Related: How to change or cancel a Frontier Airlines flight

Hawaiian Airlines' cancellation policy

Canceling a paid Hawaiian reservation

Similar to most other airlines, you can cancel a Hawaiian Airlines flight within 24 hours of booking for a full refund — as long as the flight was booked at least seven days in advance.

After 24 hours have lapsed, you can cancel main cabin, first-class and business-class fares on Hawaiian without a fee — but there's a catch. While you'll receive a flight credit for the amount paid, you'll lose any remaining value associated with your credit when you book a new flight if the new flight is less expensive than the previous flight. Main cabin basic fares can be canceled, but you will not receive any credit back.

Additionally, fully refundable fares are slightly deceiving. To receive the refund back to your original form of payment, Hawaiian charges a $25 to $100 fee — depending on the route. You can always avoid this fee by taking a travel credit instead, but it negates the concept of purchasing a refundable fare.

Credits received from canceling a flight can be booked up to one year from the date the credit is issued.

Canceling a Hawaiian reservation booked with miles

For tickets purchased with HawaiianMiles, there's no fee to cancel and redeposit your miles.

Related: How to change or cancel a Hawaiian Airlines flight

JetBlue Airways' cancellation policy

Canceling a paid JetBlue reservation

For all fare types, except for Blue Basic fares, there's no fee to cancel your reservation before departure.

For all nonrefundable fares, you'll receive the entire amount paid back as a JetBlue Travel Bank credit, which expires 12 months from the original booking date. These credits are nontransferable, but you can use a credit to book for another passenger from within your JetBlue account.

For Blue Basic fares, the cancellation fee is either $100 or $200, depending on the route. For routes in North America, Central America and the Caribbean, the fee is $100 per person. For all other routes, the fee is $200 per person. You'll still receive a travel credit (minus the fee) for these reservations.

Canceling a JetBlue reservation booked with miles

You can cancel any JetBlue flight booked with points without a fee. When canceling, the points redeemed will go back into your account. However, the taxes and fees paid will go into your JetBlue Travel Bank credit — not back to your original form of payment (which is the policy for most other airlines). Again, the credits received expire 12 months from the original booking date.

Related: How to change or cancel a JetBlue flight

Southwest Airlines' cancellation policy

Canceling a paid Southwest reservation

Southwest is one of the best airlines if you need to cancel your flight. You can cancel a Southwest flight for free if you do so at least 10 minutes before departure.

For Wanna Get Away and Wanna Get Away Plus fares — the two least expensive fare types — you'll receive a credit for the amount paid. For Wanna Get Away fares, the credit isn't transferable, and only the original passenger can use the credit. If you booked a Wanna Get Away Plus fare, any individual can use the credit.

Anytime and Business Select fares, however, are fully refundable. If you need to cancel one of these fares, you'll receive a full refund for the amount paid back to your original form of payment.

Canceling a Southwest reservation booked with miles

Similar to a paid reservation, when you cancel a flight booked with miles at least 10 minutes before departure, Southwest will return the points to the account used to book the award without charging any fees. The taxes and fees paid for the award will return to the original payment form.

Related: How to change or cancel a Southwest Airlines flight

Spirit Airlines' cancellation policy

Canceling a paid Spirit reservation

Spirit allows you to cancel a flight but charges a fee based on when you cancel the flight. If you cancel, you'll receive a credit for the amount paid minus the fee. However, the credit isn't transferable and expires 90 days from when you receive it.

Here's what you can expect to pay in fees when you cancel a paid Spirit reservation:

Canceling a Spirit reservation booked with miles

When canceling a Spirit flight you reserved with miles, the same cancellation policy applies as if it were a paid reservation. Spirit will charge you a $69-$119 fee to redeposit your miles if you cancel within 59 days of your flight. It won't charge a fee if you cancel 60 days or more before your flight.

Related: How to change or cancel a Spirit Airlines flight

United Airlines' cancellation policy

Canceling a paid United reservation

For almost all United flights, except those booked in basic economy, you can cancel for free if you are traveling within the U.S. (including Alaska and Hawaii), Canada, Mexico or on an international flight that originates in the U.S. For United basic economy tickets, if your plans change, you'll ultimately lose the value of the ticket entirely.

Unless you book a refundable fare (or a basic economy fare), you'll receive a flight credit for the value of the price paid when you cancel. These credits expire one year from the date the credit was issued.

Canceling a United reservation booked with miles

United no longer charges fees for canceling award flights; your miles will be redeposited after you cancel your flights. However, United charges a $125 fee, regardless of status, for redepositing miles if you're a no-show to your award flight.

Related: How to change or cancel a United Airlines flight

Can you cancel plane tickets?

Many people book flights a year in advance and hope their vacation plans stay intact. However, plans can change. Fortunately, many airlines offer more friendly cancellation policies than we once saw, so you don't have to wonder whether you can cancel a plane ticket.

Whether you book with miles or as a paid reservation, you can always cancel a plane ticket, but the refund policy varies from one airline to the next. You must be comfortable with how you'll receive your money or miles back. For the most part, you'll receive the money back as a credit and the miles back into your account. For lower-cost airlines, though, there's typically an associated fee.

Related: Complete guide to changing and canceling award tickets

Can you refund plane tickets?

Whether you can get a refund for plane tickets depends on the fare type purchased and what you are looking for in terms of a refund. No airline offers full refunds back to the form of payment for every ticket purchased. Instead, you must purchase a more flexible fare type or a refundable ticket if you want this privilege.

While not all airlines offer refundable fare options, some airlines allow you to purchase an add-on to your ticket. This add-on may make your reservation fully refundable if you need to cancel.

For example, Frontier offers "The Works" package , where one of the benefits is that your fare is fully refundable.

Some airlines do not allow refunds on their most basic fare types. For instance, if you purchase a basic economy fare on United, you can't get a refund on a plane ticket. If your plans change and you must cancel, you'll lose your entire ticket value.

Related: Why you should wait to change or cancel your flight if you want your money back

Bottom line

Before purchasing your next plane ticket, it's smart to be well-versed in the airline's policy. You always hope that your intended travel plans go off without a hitch. However, life happens, and there are times when you might need to cancel a flight.

If you're not confident of your plans when booking your flight, booking with a more favorable airline or purchasing a fare class with more flexibility may be your best bet.

Related reading:

• Key travel tips you need to know — whether you're a beginner or expert traveler
• The best travel credit cards
• Where to go in 2024: The 16 best places to travel
• 6 real-life strategies you can use when your flight is canceled or delayed
• 8 of the best credit cards for general travel purchases
• 13 must-have items the TPG team can't travel without

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Airlines are going to start giving out automatic refunds for delayed or canceled flights — here's who and what will be eligible

• New regulations will require airlines to provide refunds for delayed or canceled flights.
• The refunds, which airlines have to implement over the next six to 12 months, must be automatic and prompt.
• Passengers can also get refunds for delays to checked bags. Here's which situations will be eligible.

Airlines are going to be required to provide automatic refunds for delayed or canceled flights under new Department of Transportation regulations, announced on Wednesday .

The regulations, which airlines must adapt to over the next six to 12 months, define a range of criteria that they say constitutes a "significant change" to a flight that would entitle a customer to a refund.

The new rules also entitle passengers to automatic refunds for delays to checked bags and for airlines' failure to provide extra services that customers have paid for.

The airlines will have to provide refunds that are automatic, meaning passengers don't have to request them, and prompt, which the DOT describes as within seven business days for credit card purchases and 20 calendar days for other payment methods.

The refunds must be in whatever payment method the passenger originally used, whether cash, credit card, or airline miles. The refunds should only be provided as vouchers or travel credits if the passenger explicitly accepts them.

The DOT says that the refund must also be paid in full, including all government-imposed taxes and fees and airline-imposed fees.

Passengers will be eligible for a refund in the case of:

A canceled flight.

A domestic flight delayed by at least three hours.

An international flight delayed at least six hours.

A domestic flight scheduled to depart at least three hours earlier than the original departure time.

An international flight scheduled to depart at least six hours earlier than the original departure time.

Customers will be eligible for a refund in the case of the following if it means that they no longer wish to undertake the journey:

A change in the departure or arrival airport.

An increase in the number of connections.

A downgrade to a lower class of service.

A change to a connection at a different airport that is less accessible for a person with a disability.

A change to an aircraft that is less accessible for a person with a disability.

Passengers will be eligible for a refund of their checked bag fee if their bag is delayed and they file a mishandled baggage report, provided:

The checked bag isn't delivered within 12 hours of a domestic flight arriving at the gate.

The checked bag isn't delivered within 15 hours of an international flight that's 12 hours long or less arriving at the gate.

The checked bag isn't delivered within 30 hours of an international flight that's more than 12 hours long arriving at the gate.

Passengers will be eligible for refunds of paid-for extra services that then aren't provided by the airline, including:

Advance seat selection.

Seat upgrades.

Transportation of checked or carry-on baggage.

Airport lounge access.

In-flight entertainment and WiFi.

In-flight meals, beverages, and snacks.

In-flight blankets and pillows.

Customers will be eligible for travel credits or vouchers in the following cases related to serious communicable diseases:

If they're restricted or prohibited from traveling by a governmental entity or are required to quarantine for a substantial portion of the trip.

If they're advised by a medical professional not to travel during a public health emergency to protect themselves from a serious communicable disease, in the case of the ticket being purchased before the public health emergency was declared.

If they're advised by a medical professional not to travel, irrespective of a public health emergency, because they have or are likely to have contracted a serious communicable disease.

The travel credits or vouchers must be valid for at least five years. Airlines have 12 months to meet the new DOT requirements.

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Can My Credit Card Help Me Get a Refund on Canceled Trips?

Many or all of the products featured here are from our partners who compensate us. This influences which products we write about and where and how the product appears on a page. However, this does not influence our evaluations. Our opinions are our own. Here is a list of our partners and here's how we make money .

Whether you’ve booked your trip a year in advance or you just planned it a few weeks ago, sometimes life gets in the way. Maybe you have a family emergency, or you get a nasty ear infection right before you’re due to fly. And who could have predicted the coronavirus outbreak that brought virtually all travel to a screeching halt?

If you’re wondering if your travel credit card can help you get a refund on your canceled trip, the answer is maybe. There are many circumstances where a credit card would give you protection, but there are also many scenarios that won’t be covered.

Here’s what you can do if you’re faced with nonrefundable charges for a trip you can’t take.

Check your card’s travel protection

The Platinum Card® from American Express and the Chase Sapphire Reserve® , like some other cards , offer varying levels of trip cancellation insurance that’s designed to protect you for some unforeseen circumstances like:

Sickness, accident or injury that affects either you or an immediate family member or traveling companion.

Severe weather that affects the start or continuation of your trip (Note: if the severe weather is already a known event, like a declared hurricane, it may not be covered).

Jury duty or court subpoena.

Terrorist activity.

It’s important to note that the travel must have been booked on the credit card that offers travel protection. Simply holding the card but paying with a different one won’t help.

While that coverage can be very useful in some situations, it doesn’t cover everything. During the coronavirus crisis, for example, the credit card would likely only cover your trip cancellation if you or your traveling partner contracted the virus and were unable to travel. If you canceled your trip because you were afraid of getting sick, your credit card would probably not refund your trip.

Here are a few other things that most travel protection from credit cards explicitly will not cover:

Change of plans or financial circumstances.

Pre-existing conditions.

Travel arrangements canceled or changed by a tour operator or any travel agency unless it is the result of severe weather or an organized strike affecting public transportation.

Traveling against the advice of medical professionals.

If you have to cancel a nonrefundable trip, the first course of action is to check the benefits of your credit card. If your canceled trip is covered, you’ll need to file a written claim within 20 days of the event with Chase, or 60 days with American Express.

» Learn more: 9 credit cards that provide travel insurance

Know your rights with flights

There are times when you’re entitled to a refund on your canceled flight, but it may be hard to get if the airline insists on offering a voucher instead. If you’re having trouble getting the refund you’re due, your credit card company may be able to step in and help.

According to the Department of Transportation, passengers are due a refund if their flight is canceled. Even if the airline offers to put you on a different flight instead, if you choose not to travel, you are entitled to a refund. Sometimes airlines will offer vouchers in place of a refund, but you don’t have to settle for a voucher if it doesn’t make sense for you.

» Learn more: What to do if an airline changes or cancels your flight

Even if your flight is changed instead of canceled, you still may be eligible for a refund. This rule is a bit more vague. According to the Transportation Department, you’re entitled to a refund if the airline has made a “significant schedule change and/or significantly delays a flight.”

The problem is that the DOT has not explicitly defined what “significant” means. In general, if your flight is changed by many hours, or changed from a nonstop to one with multiple connections, you have a good case for getting a refund.

First, pursue a refund directly with the airline. If you’re not making progress or it's flat-out refusing a refund, you can consider disputing the charge with your credit card. Make sure you can show that you’ve made good faith attempts to resolve this directly with the airline.

» Learn more: 3 effective ways to get airlines and hotels to bend their rules

How to refund a nonrefundable airline ticket

Using a credit card dispute for a nonrefundable airline ticket should be your last resort after exhausting all other possibilities. Under the Fair Credit Billing Act, credit card chargebacks give consumers a way to recoup costs when a merchant doesn't deliver the product promised at the point of purchase.

As noted above, you're going to need to show that you've made a good faith effort to resolve the issue with the airline first. A successful chargeback often hinges on documentation.

Save screenshots and relevant emails documenting both the reason your flight ran into issues and the airline's response to your refund request. It can be difficult to document the content of phone calls, so it would help to stick to email and customer service chat services when pursuing a refund directly from the airline.

So what happens if you dispute an airline charge? That will depend on the airline's willingness to play ball. Chargebacks can be long and drawn out, so be ready to remain persistent. It's in the airline's best interests not to approve a chargeback, so even if your credit card company is willing to process the chargeback, you may still face pushback from the airline.

Merchants are free to appeal chargebacks and, ultimately, arbitration may be necessary if the airline refuses to cooperate.

The bottom line

There are many cases when your credit card can help you get a refund on your canceled trip. Next time you book travel, make sure you use a credit card that provides travel protection. Or, explore adding extra travel insurance to your trip to guard against other scenarios that your credit card won’t cover.

How to maximize your rewards

You want a travel credit card that prioritizes what’s important to you. Here are our picks for the best travel credit cards of 2024 , including those best for:

Flexibility, point transfers and a large bonus: Chase Sapphire Preferred® Card

No annual fee: Bank of America® Travel Rewards credit card

Flat-rate travel rewards: Capital One Venture Rewards Credit Card

Bonus travel rewards and high-end perks: Chase Sapphire Reserve®

Luxury perks: The Platinum Card® from American Express

Business travelers: Ink Business Preferred® Credit Card

Planning a trip? Check out these articles for more inspiration and advice: Find the best travel credit card for you Snag these hotel loyalty perks, even if you’re disloyal Earn more points and miles with these 6 strategies

on Chase's website

1x-10x Earn 5x total points on flights and 10x total points on hotels and car rentals when you purchase travel through Chase Travel℠ immediately after the first $300 is spent on travel purchases annually. Earn 3x points on other travel and dining & 1 point per $1 spent on all other purchases.

75,000 Earn 75,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,125 toward travel when you redeem through Chase Travel℠.

1x-5x 5x on travel purchased through Chase Travel℠, 3x on dining, select streaming services and online groceries, 2x on all other travel purchases, 1x on all other purchases.

75,000 Earn 75,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's over $900 when you redeem through Chase Travel℠.

1x-2x Earn 2X points on Southwest® purchases. Earn 2X points on local transit and commuting, including rideshare. Earn 2X points on internet, cable, and phone services, and select streaming. Earn 1X points on all other purchases.

50,000 Earn 50,000 bonus points after spending $1,000 on purchases in the first 3 months from account opening.

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The airline cancelled my flight but the travel agent hasn’t refunded me

There are constant issues with online travel agents not issuing refunds when a flight is cancelled by the carrier

In April last year I booked a £486 flight from Newark to Kuala Lumpur for June 2022 through the online travel agent Opodo. A month later Opodo informed me the flight was cancelled by the airline, All Nippon Airways.

I booked a different flight and my holiday went ahead as planned. Since then I have still not received a refund from Opodo.

On its app, the refund is at the “pending airline authorisation” stage, and when I email Opodo customer services, their replies are a generic template, vaguely blaming the airline.

Originally it talked about a refund within three months, which meant I didn’t dispute the payment with a cashback charge and I am now out of time.

I feel very helpless, since the consumer advice seems to say that I should have been refunded long ago. I have no idea what to do.

JM, by email

What is it with the online travel agents and issuing refunds when a flight is cancelled way ahead of schedule by the airline? We’ve seen so many letters like this in recent years. The agents blame the airline, and the airline says the consumer has to deal with the agent, and round you go.

Happily in this case Opodo has now got its act together, and your refund has been found. It has not gone back to Nippon, which it says had failed to authorise the refund, and the money will be in your account in seven days.

Next time, book direct. It’s so much better, particularly when there is a problem. And always pay by credit card, not debit card. It’s baffling that people still don’t.

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