US DoT requires automatic refunds to consumers

29 April 2024: The US Department of Transportation (DoT) has issued two major passenger rights rules requiring automatic refunds of airline tickets and ancillary service fees on 24 April.

Under the rules, passengers are entitled to a refund for:

• Cancelled or significantly changed flights: Passengers will be entitled to a refund if their flight is cancelled or significantly changed, and they do not accept alternative transportation or travel credits offered. For the first time, the rule defines 'significant change'. Significant changes to a flight include departure or arrival times that are more than 3 hours domestically and 6 hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.
• Significantly delayed baggage return: Passengers who file a mishandled baggage report will be entitled to a refund of their checked bag fee if it is not delivered within 12 hours of their domestic flight arriving at the gate, or 15-30 hours of their international flight arriving at the gate, depending on the length of the flight.
• Extra services not provided: Passengers will be entitled to a refund for the fee they paid for an extra service – such as WiFi, seat selection, or inflight entertainment – if an airline fails to provide this service.