Stranded by winter weather? Here’s what airlines owe you
The monster storm began wreaking havoc in parts of the country on Saturday, with some areas already experiencing power outages. Forecasters warned that the devastating damage, especially in areas hit by ice, could rival a hurricane.
More than 11,500 flights were cancelled. Oklahoma’s largest airport canceled all flights on Saturday, while cancellations and delays piled up at major hub Dallas-Fort Worth International Airport and airports in Nashville and Charlotte, North Carolina.
Here’s a guide for winter travelers:
Follow weather forecasts
When airlines think bad weather conditions will cause problems for flights, they often give passengers the chance to postpone their trip for a few days without paying any fees. Search online for your airline’s name and “travel alerts” or similar phrases to look for possible rescheduling offers.
American Airlines, for example, said it is waiving change fees for passengers affected by the storm and will add extra flights across the country to help passengers reach their destinations after the storm passes. The Texas-based airline canceled more than 2,100 weekend flights, according to flight tracking site FlightAware.
Check before going to the airport
Before heading to the airport, use the airline’s app to make sure your flight is still on. Cancellations can occur hours or even days before departure time.
My flight is cancelled, what happens now?
If you’re already at the airport, line up to speak to a customer service representative. If you’re still at home or at your hotel, call your airline’s reservations staff or connect to the internet. Either way, it also helps to research alternative flights while you wait to speak with an agent.
Most airlines will rebook you for a later flight at no additional cost, but this is subject to availability of open seats.
Can I make a reservation with another airline?
You can, but airlines are not required to put you on another carrier’s flight. Some airlines, including most of the largest carriers, say they can put you on a partner airline, but even then it can be a hit or miss.
Do I owe a refund?
If your flight is canceled and you no longer want to take the trip, or you have found another way to get to your destination, the airline is legally required to refund your money, even if you purchased a non-refundable ticket. It doesn’t matter why the flight was cancelled.
The airline may offer you a travel credit, but you are entitled to a full refund. You are also entitled to a refund for baggage fees, seat upgrades or other extras that you do not use.
When will I get my refund?
According to the U.S. Department of Transportation, a refund must be issued within seven business days after you decline the airline’s offer of another flight or coupon if you paid by credit card, or within 20 calendar days if you paid for the ticket by check or cash.
What else will my airline cover?
U.S. airlines are not required by the Department of Transportation to reimburse passengers for meals or lodging if an airline cancels or significantly delays a flight during an “uncontrollable” event such as bad weather.
But each airline has its own policies for helping passengers stranded by so-called “controllable” flight cancellations or long delays. These include outages due to maintenance issues, staff shortages, or computer outages that halt operations. The Department for Transport can hold airlines accountable for these commitments and maintains a website that allows passengers to see what each airline is promising in case a major disruption is their fault.
Other tips
If the weather forecast is grim, Thrifty Traveler editor-in-chief Kyle Potter suggests booking a backup flight. Potter says some airlines stand out as potential replacements because they allow customers to get full refunds as long as they cancel within 24 hours of booking.
If flight cancellations and delays begin to increase during a severe storm, customer service phone lines will be shut down. If you are traveling with someone who has a higher frequent flyer status, call the airline using their priority number. Another trick: Check the airline’s international support number. These agencies can often rebook you in the same way.
