When an airline cancels your flight—for whatever reason—it’s required to give you a refund. They can offer vouchers for future travel, but the DOT requirement is a full refund, including taxes and fees.
With a refund, you’re not locked into buying another ticket with that airline, and you don’t have to deal with airline-imposed expiration dates on a voucher or credit.
During the pandemic many stranded passengers complained that they were offered vouchers, with no mention of a full credit. In April of 2020, the DOT told the airlines they are required to proactively advise ticketholders that they have the right to a full refund.
“You should not have to jump through hoops to get your money back,” said Jacob van Cleef, consumer watchdog associate at U.S. PIRG, an advocacy group that has tracked airline complaints. “It should be straightforward, like we see with other types of refunds.”
Consumer Reports is calling on the DOT to punish the airlines that did not follow the rules and failed to offer refunds when they cancelled flights.
“That is an out-and-out violation of federal law,” said Bill McGee, aviation adviser for CR.
Remember: If you decide not to use your ticket, but the flight takes off, you are not entitled to a refund, even if you are following travel guidance from the CDC. In that case, the airline is only obligated to give you a credit or voucher.
Feel like you’re getting the runaround or not being treated fairly? File a complaint with the U.S. Department of Transportation. The DOT can’t solve individual problems, but filing a complaint with the federal agency that regulates U.S. airlines can sometimes get things moving.
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