FAA Ground Stop: What Passengers Can Do After a Flight Cancelation or Delay
What airlines must provide
US airlines are not legally required to compensate passengers for disruptions caused by uncontrollable events, including air traffic control delays. That means hotel stays and food vouchers are not guaranteed. The Department of Transportation’s customer service dashboard covers promises for disruptions caused by controllable factors, such as maintenance or crew scheduling.
For a canceled flight, however, airlines must provide a refund. It must be cash, not a travel credit or voucher, and it must include add-ons such as bags or seat selections.
Contact airlines through several channels
Customer service lines can become crowded after a delay or cancellation, and wait times may be long. Some airlines let passengers change bookings on their websites or apps and waive fees, which may be quicker than waiting in person.
Social media messages can also act as a virtual place in line; an airline may respond through chat before a live agent becomes available. Breeze has no phone number, but passengers can text 501-273-3931. Frontier has no phone number and recommends online chat or email. Passengers can ask airlines about help even when a disruption is uncontrollable, compensation is unclear, or the airline is not listed on the dashboard.
Check insurance and other travel options
Some credit cards include travel insurance. Chase’s Sapphire Reserve and American Express’ Platinum Card offer trip protection for customers who bought their flights with those cards. Coverage may reimburse unexpected hotel, meal, and transportation expenses outside a traveler’s control.
Set a limit on how long to wait for a new flight. If that point passes, consider driving or taking a bus or train; travel insurance may also cover those costs.
Key points
- Airlines must refund canceled flights in cash, including add-ons, but need not provide vouchers for air traffic control disruptions.
- Check the DOT dashboard and ask your airline what assistance it offers.
- Try online rebooking, chat, or social media if phone and airport lines are crowded.
- Review credit card travel insurance and consider other transportation if delays persist.