Buttigieg says the rules that just went into effect represent a minimum universal standard for refunds and charges that U.S. airlines should offer customers.
How does the new refund rule work?
If your flight is canceled or “significantly changed”, you are entitled to a full refund in the same way you paid, whether by cash or credit card, immediately and automatically .
“Significantly changed” means that the departure or arrival time changed by more than three hours for domestic flights or more than six hours for international flights, as long as any leg of that flight was in the US. A significant change may include adding additional stops, downgrading to a lower class of service, changing departure or arrival airports, or swapping aircraft that are less friendly to people with disabilities.
“Prompt” means that the refund must arrive within seven business days if paid by credit card or within 20 calendar days for other payment methods. Airlines cannot issue refunds by offering travel vouchers or other types of credit unless the traveler specifically requests it. Refunds may not require customers to opt in; They must trigger automatically.
In a call with WIRED, a DOT spokesperson said one important thing for travelers to understand is that a customer can walk away from a delayed flight and get a refund if he or she meets the criteria, then Can book or try another flight with the same airline. Different airline. But if the customer accepts an alternate flight or other type of rebooking from the airline to continue their journey, they are not entitled to that refund.
One subject of controversy is whether airlines are properly informing customers of their right to these refunds. Under the new rules, airlines will have to proactively inform customers about their right to a refund rather than first luring them with a voucher or other offer.
If a customer cancels their flight due to government or doctor's restrictions because they have an infectious disease, the airline does not have to provide a cash or credit refund; It may offer travel vouchers or credits that are transferable and valid for at least five years.
How do the new goods and services fee rules work?
If you paid baggage fees and your luggage was mishandled and did not reach you within 12 hours of your gate arrival, the airline must refund that bag fee. For international flights the rules increase that time limit to between 15 and 30 hours, depending on the duration of the flight.
If you paid for extra services like Wi-Fi, upgraded seats or entertainment options on a flight and you don't get what you paid for or it simply doesn't work, this would trigger a refund from the airline. Is.
What will happen next?
Additional rules the DOT is hoping to implement early next year include outlawing fees for family seating, which airlines would have to offer. Compensation plus meals and hotel accommodation For long flight delays, and a rule that will make that happen Expand the rights of passengers who use wheelchairs,