What compensation are you entitled to if your flight is rescheduled or cancelled?

On Monday, January 31, hundreds of passengers were stuck at the New York airport due to weather conditions and due to a lack of staff. Storm “Kenan” dealt a huge blow to New York and New Jersey. Flights may be delayed or canceled due to weather conditions, maintenance issues or personnel issues. If you're stuck at the airport due to a canceled or delayed flight, here's what you need to know. New York Times.

First, prepare before your trip.

Whenever possible, try to book directly with the airline and not through an online travel agency. The latter can make it difficult to change the itinerary in the event of a cancellation or delay.

“Your legal rights remain the same,” said Scott Keyes, founder Scott's Cheap Flights. This service tracks and emails flight offers to customers. According to him, dealing with the airline "will be easier and generally more efficient."

You must also make sure that you have all the documents required for your trip. That is: a negative test for Covid-19 or proof of vaccination, which are required in many countries for entry.

“Many people do not have the information they need before they arrive at airport, and then there is confusion,” said Michael Holtz, chief executive smart flyer, New York luxury travel agency.

Check in 24 hours before departure, and if possible, Holtz recommends traveling with hand luggage only. this way you can skip the check-in or baggage check-in lines, which can often be very long.

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You should also check the status of your flight at all times before you set off for any delays or changes. It may be helpful to download an app for the airline you are flying with to make it easier for you to track your flight and any schedule changes.

What to do if my flight is delayed

According to federal law, airlines are required to fully reimburse customers if the flight is significantly delayed and the passenger cancels the trip. What counts as a significant delay is up to the airline, but Keyes said two hours is usually the rule of thumb. You should check your airline's website for a contract of carriage that sets out the rules for more specific information.

If you choose to travel, you should queue to speak with the agent at the gate to discuss your options. As a rule, you will be placed on the next flight with free seats. You can also call the airline, but given the long wait times on many U.S. customer service lines, Keys recommends trying one of the airline's international numbers listed on the "Contact Us" page on their website, where wait times are shorter.

In which case the passenger is not entitled to compensation

If you choose to continue your journey, you not entitled to compensation under federal law. Although some airlines may offer it if the delay is their fault. For example, due to technical or personnel problems.

American Airlines, for example, arranges accommodation for customers whose flight is delayed and does not leave for boarding until midnight on the scheduled day of arrival, Andrea Koos, a spokeswoman for American Airlines, said.

JetBlue offers compensation for flight delays of three or more hours ranging from $50 to $200 depending on the length of the delay. If your flight was booked directly with the airline, the airline will send you an email within seven days of the scheduled flight departure. The company will provide instructions for obtaining compensation in in accordance with its customer rights policy. If you have booked through a third party such as Expedia or Orbitz, you will need to call that company's customer service to request a possible refund.

If the delay is caused by a natural disaster, such as bad weather, and you are stuck somewhere overnight, meals and lodging are not covered by the company.

What to do if my flight is canceled

If your flight is canceled by an airline, you will either be transferred to a later flight or, if you choose not to fly, you are entitled to a full refund under federal law. If flight there were several stops, you will be refunded the cost of the unused part of the flight.

Often airlines offer travel credits or vouchers instead of a full refund, usually valid for a year of use. “That's why it's so important to know your rights under the law,” Keys said. – If you decide not to travel, try to get a cash refund instead of a voucher. It may seem obvious, but cash is much more valuable than a flight voucher.”

If you choose to take a later flight, you should queue up to speak with an agent at the gate. You can also speak to customer service if you are referred there. But Keys recommends doing your own research beforehand to find out which flight is best for you. You should also look at your carrier's partner airlines and ask your agent if there are seats on another carrier's flight.

Airlines recommend contacting by phone, not social networks

While you're standing in line, call the airline or online travel agency that you booked your flight through. This may be how you can get help before contacting the agent at the gate.

In recent years, travelers have turned to social media to express their dissatisfaction with their trip or contact customer service. But Keys said airlines recommend calling their help desks.

Airlines may also offer compensation, but you are not eligible under federal law. In the case of JetBlue, if it cancels a flight within four hours of its departure and is unable to pick up the traveler within an hour of the scheduled departure time, it offers a $50 refund. If the cancellation occurs after the scheduled departure, the amount increases to $100.

Delta will accommodate passengers whose flights are canceled between 22 pm and 00 am at one of the contracted hotels for the night. If no rooms are available, she provides a voucher up to $6 that can be used for future trips.

If you think your case deserves compensation, just ask. “Typically, airlines will be more cooperative about compensation in the event of a flight cancellation,” Holtz said.

And be sure to be kind and polite, Keys said.

“If you're an air agent, especially with these hour-long delays, your entire day is spent dealing with angry, frustrated, impatient clients who, quite frankly, don't treat you as well as they should,” he said. “If they have someone who actually treats them humanely, I think they are much more likely to actually go out of their way to try and help you.”

Keys also noted that airline agents have a fair degree of discretion that you shouldn't give up if the person you're talking to isn't receptive.

“Instead of trying to lobby or argue with this person, which will almost never work,” he said, hang up and call again. - You will be connected to one of the thousands of other agents, each of which can say yes.

How to pay off a travel loan

If you received travel credit for a canceled flight and booked directly through the airline, you will usually be able to use it directly through the airline's app or website.

Once you are logged into your account, you will be able to apply the trip credit to your purchase at checkout.

Airlines usually send an email with travel credit repayment instructions, but information can also be found on airline websites. American Airlines, for example, offers detailed instructions on how to use the various types of loans it provides to passengers.

But the type of ticket purchased matters. If you originally bought a basic economy ticket that is technically non-refundable, you may need to call the airline directly to rebook your ticket.

If you booked through an online travel agency, Keys says the credit will need to be used on his website.