Download your airline’s app and read the contract of carriage carefully.
The airline’s app will also notify you of any changes, such as airline delays and cancellations. You might also have the option of quickly selecting a replacement flight through the app. That could save you some time waiting in line or on hold.
For cancellations, the airline contract of carriage will tell you what you can expect from the airline.
Check in 24 hours before your flight
That way, your airline knows you are planning to fly. But often, it will also have an update on your flight status. Review your departure time carefully to ensure it aligns with your itinerary. Flight schedules change frequently, but if you have a day to make other arrangements, rescheduling your flight is much easier.
You don’t want to arrive at the airport and find out that there are delays or cancellations. Plus, other passengers who didn’t wait until arriving at the airport now may have snagged the last seat on an alternative flight.
How to prepare for airline delays and cancellations.
Last-minute delays are as unpredictable as the weather. To avoid getting stuck, you’ll want to pack a few extra items:
- A fully charged cell phone. A cell phone is a must-have tool during a last-minute delay. You’ll use it to communicate with your airline or online travel agency. Make sure yours is on 100 percent before heading to the airport. Don’t pack your charger in your checked luggage; you may need it during a delay. Also, consider buying a portable charger in case all the outlets are in use.
- More food. Don’t go to the airport without food. That’s especially true if you’re traveling with kids. You don’t want to get stuck at the airport with only expensive (often unhealthy) food options. (Leave the yogurt and applesauce at home, though. The TSA will confiscate it because it’s a liquid.)
- A change of clothes. Assume you will have to spend the night in an airport hotel or sleeping on a bench without your checked luggage. So pack a change of costume — make that two changes if you’re traveling with young kids. Parents, you know what I’m talking about. Note: If you’re traveling during the winter, and you’re making a stopover, make sure you bring plenty of weather-appropriate clothing. If you’re stuck in a hub city for a day or more, you’ll thank me.
What to do if I’m at the airport and my flight is canceled or delayed.
First, don’t panic. Stand up and start walking to your airline’s counter.
Open your airline app and look at your flight. You may already see a new departure time or even a new flight. If you’re happy with the rescheduled flight, you can head for the food court instead. Get yourself a cup of coffee and a spy novel, and prepare for a long wait.
If you don’t like the new flight, call the airline immediately as you’re walking to the counter.
Before you get in that long line, consider stopping by a self-service kiosk. Scan your airline ticket. Sometimes, the kiosk can offer new flight options. That’s especially useful when a line extends to the outside of the terminal. Try the kiosk.
Use social media to contact the airline for delays or cancellations.
After that, open another screen on your phone and do one of the following:
- Go to X (formerly Twitter) and send a brief, polite tweet to your airline, mentioning your predicament. You’ll want to follow up with a direct message on the social media platform with your flight information.
- Visit Facebook and send a brief, polite message through its Facebook page. This is just another way of reaching your airline as you wait on hold and wait in a line.
- Send a text message to your airline. Some airlines communicate with passengers via text messages. You can sometimes find out about your flight options in seconds through a few text exchanges.
Pro tip: If you’re stuck on hold during airline delays or cancellations, try hanging up. Call your airline’s number in a different country (use WhatsApp, it’s free). Sometimes, those agents will be less busy and able to help you.
You’ll want to try everything at once — phone, social media, in-person — to see which one will help you the fastest. Don’t hang up or disconnect from a chat. If an agent gives you choices you don’t like, just try another option.
What if I can’t continue my trip because of delays or cancellations?
Here’s an important loophole that will help you get a refund for a canceled or delayed trip, regardless of the reason. You need to know these three words: “TRIP IN VAIN.”
If you can claim that the airline’s delays or cancellations ended your trip, you may stand a good chance of getting all your money back.
Invoking a trip in vain also works for things like business meetings, weddings, funerals, or catching a tour or cruise. As long as you can prove you had to be somewhere, you may be able to receive a full credit, if not a refund for the entire flight, not just the missed segments.
What does an airline owe you for a delayed flight?
If your airline delays your flight, it probably owes you little to nothing. There’s no requirement that your airline keep its timetable in the United States. If it’s a “significant” delay, you may have the option of a refund. But there’s no standard definition of “significant.” Many travel insurance policies will cover delays, too.
For circumstances beyond an airline’s control
If an airline delays your flight because of air traffic, weather, or any other “act of God” event beyond its control, you’re on your own, for the most part.
The carrier might offer you a reduced-rate hotel room if you have to spend the night, but it isn’t legally required to do anything.
Why? The airline’s requirements are spelled out in its contract of carriage, the legal agreement between you and the airline. You can find your airline’s contract by searching for “contract of carriage” or “conditions of carriage” online.
In the United States, the contracts do not provide compensation for a delayed flight.
The Department of Transportation also requires airlines to file a customer service plan with the government. It describes what the carrier will do in case of a delay or diversion.
It’s not much. Pay attention to the weasel words like “may be able to help you.” No promises
For circumstances within the airline’s control
Many contracts of carriage will provide lodging, meals and ground transportation if the airline is responsible for the delay. Some contracts also provide meals and lodging for extended delays, no matter the reason. The airline’s contract of carriage outlines its obligations.
Remember: If the airline is responsible for the delay, it may have to pay. But there are no federal requirements that it do so. The Department of Transportation only requires that the airline follow its customer commitment and contract of carriage.
There’s a loophole: If your flight has a “significant” delay, you may be able to ask your airline for a refund of the unused leg, or it may cover your expenses while you wait for your next flight. Each airline defines “significant” slightly differently — anywhere from a half-hour to six hours. And the definitions change frequently.
The latest version of the FAA Reauthorization bill seeks to standardize the definition of “significant” delay among all airlines. If that happens, it would really help air travelers.
READ ALSO
Extra travel fees are out of control today
TSA making it easier to fly with a Real ID, also more difficult to use now
Christopher Elliott is an author, consumer advocate, and journalist. He founded Elliott Advocacy, a nonprofit organization that helps solve consumer problems. He publishes Elliott Confidential, a travel newsletter, and the Elliott Report, a news site about customer service. If you need help with a consumer problem, you can reach him here or email him at [email protected].
