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Airlines are ordered to give full refunds instead of vouchers and to stop hiding fees

Travelers and their luggage in a terminal at Los Angeles International Airport in August 2023. Mario Tama/Getty Images hide caption

Travelers and their luggage in a terminal at Los Angeles International Airport in August 2023.

WASHINGTON — In an effort to crack down on airlines that charge passengers steep fees to check bags and change flights, the U.S. Department of Transportation has announced new regulations aimed at expanding consumer protections .

One of the final rules announced Wednesday requires airlines to show the full price of travel before passengers pay for their tickets. The other will force airlines to provide prompt cash refunds when flights are canceled or significantly changed.

"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 Transportation Secretary Pete Buttigieg in a statement announcing the new rules.

Taking on junk fees is popular. But can it win Biden more voters?

Surprise junk fees have become a large and growing source of revenue for airlines in recent years, according to the DOT.

"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," Buttigieg said.

The airline industry is unlikely to welcome the new rules. At a hearing on the proposed fee rule in March 2023, an industry lobbying group representing American, Delta and United said it would be too difficult for airlines to disclose their charges more clearly.

"The amount of unwanted and unneeded information forced upon passengers" by the new policy would only cause "confusion and frustration," warned Doug Mullen, the deputy general counsel at Airlines for America . "Very few, if any, need or want this information, and especially when they are initially trying to understand schedule and fare options."

But the DOT insists its new rule will give consumers the information they need to better understand the true costs of air travel.

Transportation Department cracks down on airline 'junk fees'

"I believe this is to the benefit of the sector as a whole," Buttigieg said in an interview with NPR's Morning Edition , because passengers will have "more confidence in the aviation sector."

The new rules require airlines to disclose all baggage, change, and cancellation fees, and to share that information with third-party booking sites and travel agents.

The regulation also prohibits bait-and-switch tactics, the DOT says, that disguise the true cost of flights by advertising a low base fare that does not include all mandatory fees.

"This is really about making sure that we create a better experience for passengers, and a stronger aviation sector in the United States," Buttigieg said in the NPR interview.

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Voucher in general terms is a payment mechanism that allows authorized personnel to request non-payroll payments. Within the limits defined herein, University of Houston-Downtown business management personnel may be authorized to make direct purchases of commodities and services, which are submitted for payment or reimbursement directly to Accounts Payable via voucher. This purchasing mechanism is authorized for purchases or reimbursements to one vendor or employee of dollar amounts of $3,000 or less per transaction with federal funds and $5,000 or less per transaction with all other funds (i.e., non-federal funds), including freight and delivery charges, as well as purchases of other items specifically authorized by UHD and UH System policies. In addition, vouchers utilizing state funds are subject to the restrictions contained in the Comptroller's online resource for purchase policies and procedures known as eXpendit. Only those persons authorized to do so may commit University of Houston-Downtown funds. An obligation incurred by a person who is not authorized to commit university funds or that is made contrary to university guidelines becomes the personal responsibility of that individual and not of the University of Houston-Downtown.

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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.

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Moscow’s new suburban rail lines dramatically improve commutes!

The first two of the five lines of the MCD were launched November 21: the MCD1 line goes to Odintsovo (west) and Lobnya (north), while MCD2 to Podolsk (south) and Nakhabino (west). These towns are some 20-30 km from Moscow, and are inhabited by hundreds of thousands of people traveling to Moscow on business each day.

Vladimir Putin at the opening of the MCD.

Both lines cross over with central Moscow stations, as well as those on the outskirts. You can change over to the Moscow Central Circle or the metro (there is a total of 27 stations where you can make the switch). These changes allow for getting to and from the city center much faster and more conveniently than commuter trains.

Why does Moscow need the MCD?

The MCD will add to the function of the commuter trains, easing part of the daily burden experienced by those lines, as well as reduce car traffic in and out of town. The MCD runs every 5-10 minutes with only a four-hour break at night. The reason the new trains are referred to as Diameters is that they travel not just to Moscow’s main intercity stations, but also from one city on the outskirts of Moscow all the way to another one situated at the other end. 

The service runs similar to an ordinary Metro, from 5:30 a.m. to 1 a.m. Directions are available in English, so you won’t get lost.

One important change you must remember is the Aeroexpress trains to Sheremetyevo airport now run differently than before: now one ride from the Belorussky railway to Sheremetyevo will take 50 minutes - instead of the usual 35. Also, on the way from the airport, Belorussky railway will no longer be the final stop - Odintsovo will. But there will also be a few new stations that cross over with the regular metro - in the Moscow City district, on Begovaya, Fili and Kuntsevskaya. All of these interlink with the regular metro.

New internet-capable trains

The MCD trains - in accordance with the Russian custom with giving names of birds to every new train route - will carry the name Ivolga (Russian word for “Eurasian golden oriole”). The carriages are outfitted with bike racks, luggage and stroller compartments, power sockets and USB chargers with every seat, as well as free Wi-Fi - as is the case with all of Moscow’s urban transport. 

39 trains are currently operational.

Free transfers!

Prior to the MCD appearing, passengers wanting to switch between city and suburban trains had to buy separate tickets. The MCD greatly simplifies the process: now you simply need to use your Troika card at the MCD ticket stalls. There are two tariffs - city (38 rubles, or $0.6) and regional (45 rubles, $0.8; meaning cities just on the outskirts of Moscow - not the entire region). If you need to go further afield into the Moscow region, beyond the MCD, then your Troika card will be charged an additional $0.35 (23 rubles) to transfer to the ‘elektrichka’ (electrical commuter trains). 

Switching between MCD and metro trains is free for a 90-minute window, irrespective of the tariff. However, if you don’t check out of the station at the exit stalls, your Troika card will be blocked, and require around $2.30 (150 rubles) to unlock. 

You can also pay via Apple Pay, Google Pay, Mastercard PayPass and Visa PayPass. 

Will there be other ‘diameters’?

Several more MCD are slated to launch before 2025 - the MCD3 (from Ramenskoye to Zelenograd), MCD4 (Zheleznodorozhny to Aprelevka) and MCD5 (from Domodedovo to Pushkino). Right now, the passenger load of the first two Diameters is estimated at 900,000 per day. All five Diameters will serve more than 330 million Moscow passengers every year. 

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Automatic Refunds and No More Hidden Fees: D.O.T. Sets New Rules for Airlines

The Transportation Department issued new requirements on refunds when flights are canceled or delayed and on revealing “junk” fees before booking. Here’s what passengers can expect.

By Christine Chung

The Transportation Department on Wednesday announced new rules taking aim at two of the most difficult and annoying issues in air travel: obtaining refunds and encountering surprise fees late in the booking process.

“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 in a statement, adding that the changes would not only save passengers “time and money,” but also prevent headaches.

The department’s new rules, Mr. Buttigieg said, will hold airlines to clear and consistent standards when they cancel, delay or substantially change flights, and require automatic refunds to be issued within weeks. They will also require them to reveal all fees before a ticket is purchased.

Airlines for America , a trade group representing the country’s largest air carriers, said in a statement that its airlines “abide by and frequently exceed” D.O.T. consumer protection regulations.

Passenger advocates welcomed the new steps.

Tomasz Pawliszyn, the chief executive of AirHelp, a Berlin-based company that assists passengers with airline claims, called it a “massive step forward and huge improvement in consumer rights and protection” that brings the United States closer to global standards in passenger rights.

Here’s what we know about the D.O.T.’s new rules, which will begin to go into effect in October.

There’s now one definition for a “significant” delay.

Until now, airlines have been allowed to set their own definition for a “significant” delay and compensation has varied by carrier . Now, according to the D.O.T., there will be one standard: when departure or arrival is delayed by three hours for domestic flights and six hours for international flights.

Passengers will get prompt refunds for cancellations or significant changes for flights and delayed bags, for any reason.

When things go wrong, getting compensation from an airline has often required establishing a cumbersome paper trail or spending untold hours on the phone. Under the new rules, refunds will be automatic, without passengers having to request them. Refunds will be made in full, excepting the value of any transportation already used. Airlines and ticket agents must provide refunds in the original form of payment, whether by cash, credit card or airline miles. Refunds are due within seven days for credit card purchases and within 20 days for other payments.

Passengers with other flight disruptions, such as being downgraded to a lower service class, are also entitled to refunds.

The list of significant changes for which passengers can get their money back also includes: departure or arrival from an airport different from the one booked; connections at different airports or flights on planes that are less accessible to a person with a disability; an increase in the number of scheduled connections. Also, passengers who pay for services like Wi-Fi or seat selection that are then unavailable will be refunded any fees.

Airlines must give travel vouchers or credits to ticketed passengers unable to fly because of government restrictions or a doctor’s orders.

The vouchers or credits will be transferable and can be used for at least five years after the date they were issued.

Fees for checked baggage and modifying a reservation must be disclosed upfront.

Airlines and ticket agents are now required to display any extra fees for things like checking bags or seat selection clearly and individually before a ticket purchase. They will also need to outline the airline’s policies on baggage, cancellations and changing flights before a customer purchases a ticket.

The rules, which apply to all flights on domestic airlines and flights to and from the United States operated by foreign airlines, have varying start dates.

For example, automatic refunds must be instituted by the airlines within six months. But carriers have a year before they’re required to issue travel vouchers and credits for passengers advised by a medical professional not to fly.

Follow New York Times Travel on Instagram and sign up for our weekly Travel Dispatch newsletter to get expert tips on traveling smarter and inspiration for your next vacation. Dreaming up a future getaway or just armchair traveling? Check out our 52 Places to Go in 2024 .

Christine Chung is a Times reporter covering airlines and consumer travel. More about Christine Chung

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Considering a trip, or just some armchair traveling here are some ideas..

52 Places:  Why do we travel? For food, culture, adventure, natural beauty? Our 2024 list has all those elements, and more .

Mumbai:  Spend 36 hours in this fast-changing Indian city  by exploring ancient caves, catching a concert in a former textile mill and feasting on mangoes.

Kyoto:  The Japanese city’s dry gardens offer spots for quiet contemplation  in an increasingly overtouristed destination.

Iceland:  The country markets itself as a destination to see the northern lights. But they can be elusive, as one writer recently found .

Texas:  Canoeing the Rio Grande near Big Bend National Park can be magical. But as the river dries, it’s getting harder to find where a boat will actually float .

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You can learn about the history of Moscow with a stop at Red Square. Experience the area's fascinating museums and acclaimed theatre scene.

• Moscow Kremlin

Visit the most iconic square in Russia, which is bordered by many of the city’s most famous landmarks.

St. Basil's Cathedral

Think of Russia and you probably picture this iconic building, whose onion-shaped domes overlook the Moscow skyline.

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A centerpiece of the Russian arts scene, this theater’s magnificent auditorium and top-tier productions will impress even the most jaded theatergoer.

• Lenin's Mausoleum

Mourners and curious visitors stream to the grave to see the embalmed Vladimir Lenin, the famous revolutionary and one-time leader of the Soviet Union.

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Learn about the events happening in Exhibition of Achievements of National Economy during your trip to Moscow. Wander the parks and gardens while you're in the area.

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