The Department of Transportation on Wednesday announced new rules considering two of the most difficult and frustrating issues in air travel: getting refunds and dealing with surprise charges late in the booking process.
“Passengers deserve to know upfront the costs they face and should get their money when an airline owes them — without having to ask,” said US Transportation Secretary Pete Buttigieg, adding that the changes would not only save passengers time. and money”, but also to prevent headaches.
The department’s new rules, Mr. Buttigieg said, will hold airlines to clear and consistent standards when they cancel, delay or materially change flights and require automatic refunds to be issued within weeks. They will also be asked to disclose all charges before purchasing a ticket.
Airlines to Americaa trade group representing the nation’s largest carriers, said in a statement that its airlines “meet and often exceed” DOT consumer protection regulations.
Passenger advocates welcomed the new steps.
Tomasz Pawliszyn, its CEO AirHelp, a Berlin-based company that helps passengers with airline claims, called it “a huge step forward and a huge improvement in consumer rights and protections” that brings the United States closer to global standards for the rights of passengers.
Here’s what we know about the DOT’s new rules, which will go into effect in October.
There is now a definition of a “significant” delay.
Until now, airlines have been allowed to set their own definition of a “significant” delay and compensation varies by carrier. Now, according to the DOT, there will be a standard: when departure or arrival is delayed by three hours for domestic flights and six hours for international flights.
Passengers will receive immediate refunds for cancellations or major changes to flights and delayed baggage, for any reason.
When things go wrong, getting compensation from an airline often required creating a cumbersome paper trail or spending untold hours on the phone. Under the new rules, refunds will be made automatically, without passengers having to request it. Refunds will be made in full, excluding the value of any transfer already used. Airlines and ticket agents must provide refunds in the original form of payment, either 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 interruptions, such as downgrading to a lower class of service, are also entitled to a refund.
The list of major changes for which passengers can get their money back also includes: departure or arrival from an airport other than the one they have booked. connections at different airports or flights with planes that are less accessible to a person with a disability; increasing the number of scheduled connections. Also, passengers paying for services such as Wi-Fi or seat selection that are subsequently unavailable will have any fees refunded.
Airlines must give travel vouchers or credits to passengers with tickets who cannot fly due to government restrictions or doctor’s orders.
Vouchers or credits will be transferable and can be used for at least five years after the date of issue.
Charges for checked baggage and the amendment of a reservation must be notified in advance.
Airlines and ticket agents must now display any additional charges for things like checking bags or seat selection clearly and individually before you buy a ticket. They should also describe the airline’s policies on baggage, cancellations and flight changes before the customer buys 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 different start dates.
For example, automatic refunds must be made by airlines within six months. However, airlines have a year before they are required to issue travel vouchers and credits for passengers who are medically advised not to fly.
Follow New York Times Travel on Instagram and subscribe to the Travel Dispatch weekly newsletter to get expert tips to travel smarter and inspiration for your next vacation. Dreaming of a future getaway or just an armchair trip? Take a look at ours 52 places to go in 2024.