What to look out for if your flight gets cancelled this holiday season

Winter weather, staffing woes and a variety of other issues add up to a heightened risk of flight cancellations and delays, especially during the holidays. Better Business Bureau advises travelers to make advance preparations and keep a cool head.

“A canceled or significantly delayed flight can be incredibly frustrating and stressful,” said Michelle L. Corey, BBB St. Louis president and CEO. “Recent news reports about airline woes should prompt travelers to prepare for the worst in the event of snarled travel plans.”

Airline rules about domestic flight disruptions are governed by the U.S. Department of Transportation. Typically, airlines will make every effort to accommodate travelers on the next available flight. In the event the next available flight is a different day, an airline may provide hotel accommodations for passengers, though these may be limited in scope.

When flights are canceled by the airline and a consumer chooses not to take a later flight, the consumer is entitled to a full refund. If the airline offers a voucher instead, ask about expiration and blackout dates, as well as any additional restrictions. Consumers are not obligated to accept vouchers and may insist on a full refund.

Some credit cards also offer traveler protections in the event of a flight cancellation, including reimbursement for hotel accommodations that are not covered by the airline.

BBB receives thousands of complaints about airlines every year. Many consumers complain of issues obtaining refunds or using travel vouchers issued as a result of flight disruptions.

A Troy, Missouri, woman reported being stranded at the end of her vacation in April 2022 after her flight was delayed for several hours and then canceled without explanation. After spending three hours on hold with the airline’s customer service team, she was told she could fly out of a different city two days later. She told BBB she and her family were compensated with only a partial flight voucher that did not cover the cost of the rebooked flight or the extra hotel nights.

Tips for dealing with flight cancellations or delays:

• Check delays: Travelers can check their latest flight information on their carrier’s website or via the airline’s telephone reservation system. Many times, delays don’t occur until the day of the flight and the airline must update its flight information within 30 minutes of receiving a notice of a status change.

• Check carrier and credit card terms: While federal regulations don’t require airlines to reimburse expenses such as rooms or food in the event a flight is canceled or severely delayed, the carrier and credit card companies may have different policies. Purchase tickets with a credit card that offers trip protection or travelers insurance, and check individual airline policies.

• Keep documentation: Keep receipts and records for expenses incurred as a result of a significantly delayed or canceled flight. These may be needed later to recover expenses.

• Check the carrier’s website: Most airlines allow consumers to initiate refunds directly on the carrier’s website. Using a website may help a consumer obtain a refund or rebook a trip much faster than waiting for a consumer service agent in person or on the phone.

• Rules are different for foreign flights: Flights that were canceled while in another country will be affected by the laws of that nation. Check with the local country’s department of transportation while traveling internationally.