Mike FriedmanFlight Cancelled – You Can Get A Refund
Flight Cancelled? Refunds for all? Sort of. The Department of Transportation (DOT) recently issued an enforcement notice to “remind” the airlines that they have to provide refunds for cancelled flights. Note that it doesn’t matter why the flight was cancelled, but rather, the fact that it was. In particular:
Carriers have a longstanding obligation to provide a prompt refund to a ticketed passenger when the carrier cancels the passenger’s flight or makes a significant change in the flight schedule and the passenger chooses not to accept the alternative offered by the carrier.
The longstanding obligation of carriers to provide refunds for flights that carriers cancel or significantly delay does not cease when the flight disruptions are outside of the carrier’s control (e.g., a result of government restrictions).
That’s good news for passengers who are having trouble getting cash refunds for cancelled flights. An increasing number of passengers have been reporting that the airline is trying to force them to take credit vouchers, rather than cash refunds, for cancelled flights.
What’s the Definition of “A Timely Manner?”
Given the impact that COVID-19 has had on the airlines, every dollar of cash is important to them, so it makes sense that they will try to buy off passengers without vouchers. So the DOT has agreed to give the carriers “an opportunity to become compliant before taking further action.” So what do the airlines have to do? Three things:
- Notify passengers who have been given a voucher that they are entitled to a refund.
- Update its policies to clarify that passengers on cancelled or significantly delayed flights are entitled to a refund, and
- Review these policies with their personnel.
So when do you get your refund? The DOT only says that the airline has to do it in “a timely manner.” My guess is that the carriers’ definition of the term is different from mine.
And what is a significant schedule change? An hour? Two hours? Two months?
And finally, what does reviewing the policies with their employees mean? Is it an email that no one ever reads? Or a training class?
The Bottom Line – Flight Cancelled
Given the publicity that this notice has gotten, it will likely become easier for consumers to demand refunds for cancelled flights going forward. But if you got a voucher and would prefer an actual cash refund, don’t hold your breath.
