No matter how much time you spend planning and researching a trip, things still occasionally go wrong -- and air travel is no exception. From weather delays to lost luggage, mishaps at the airport can strike at any time, and sometimes the best you can do is to expect the unexpected.
That's why it's important to know your rights as a passenger. What happens if you get involuntarily bumped from a flight? What kind of compensation can you expect if an airline loses your suitcase? And where can you turn if you have a complaint? Read on to learn exactly what rights you have -- and what restrictions you face -- every time you fly.
Your Tickets
Reservations:
Once you have a confirmed reservation, you are confirmed on the flight even if there is no record of your reservation in the airline's computer system. If you have a ticket that shows a confirmed reservation for a specific flight and date, an agent cannot deny you boarding because you have no reservation in the computer. However, if you don't show up for a flight and fail to cancel the reservation, you are considered a no-show and the airline can cancel any continuing or return reservations.
Refunds:
Refund guidelines vary from carrier to carrier, but there are a few general rules. If you need to cancel a ticket purchased under a nonrefundable fare, you may be able to apply the fare you paid toward a future flight, minus any applicable change or cancellation fees. If you need to cancel a refundable ticket purchased by credit card, your refund will be issued as a credit on the same card you used to make the purchase. (Contact your credit card company for support if you have problems getting a refund from your airline in a timely manner.) If you purchased your ticket with a personal check, you will usually receive your refund through the mail. Tickets paid for with cash can generally be refunded immediately by your carrier or travel agency.
Note that if you have been issued paper tickets (no matter how you paid for them), you will have to return the unused tickets to the airline.
At The Airport Check-In Times:
Even if you have already checked in for your flight, an airline can cancel your reservation if you are not at the departure gate on time. Your seat may be given to another passenger, regardless of whether you have an advance boarding pass or an advance seat assignment. By the same token, if you do not check your baggage in sufficient time for it to be loaded on your flight, the airline will not be responsible for any delay in the delivery of your baggage to your destination. To avoid these problems, we recommend that you arrive at least two hours before your departure time. However, if you are flying internationally or during the holidays, you may need to arrive even earlier.
Overbooking/Bumping:
According to the Department of Transportation, overbooking is legal, and most airlines do it. They are, however, required to ask people to volunteer to be bumped. Those who choose to be bumped may receive rewards from the airline, such as vouchers for future travel, a hotel stay or even cash. These must be negotiated on an individual basis with the airline.
If you are bumped involuntarily, the airline must explain your rights in a written document, which will also fill you in on how they decide who does and who doesn't get to stay on an oversold flight. You may keep your ticket and use it on another flight. If you choose to make your own arrangements, you can request an "involuntary refund" for the ticket. You are also entitled to compensation, with a few exceptions; for instance, if the airline arranges alternative transportation that gets you to our destination within one hour of your originally scheduled arrival time, the carrier does not have to compensate you. Similarly, you must meet all check-in deadlines and have a confirmed reservation in order to get compensated for being bumped from an oversold flight. Note that the airline does not have to compensate you if it is forced to fly a smaller plane than originally scheduled. For more information, check out our article on bumping and overbooking.
Delayed/Lost Luggage:
If your bags are delayed, airlines usually agree to pay "reasonable" expenses until the luggage is found. The amount paid is subject to negotiation, and you may have to fight for a decent payment. If your bags are not found you must file a claim, which takes some time to process. It is normal to wait six weeks to three months for reimbursement, although some airlines are much more efficient than others. For bags lost or damaged on flights within the U.S., a liability limit of $3,000 applies. On international trips, the liability limit may vary, as it is governed by various international treaties, including the Montreal and Warsaw Conventions. Check your carrier's Web site for specifics.
Beware of deadlines! If you miss the check-in deadline, the carrier is not responsible for your bag if it is delayed or lost.
That's why it's important to know your rights as a passenger. What happens if you get involuntarily bumped from a flight? What kind of compensation can you expect if an airline loses your suitcase? And where can you turn if you have a complaint? Read on to learn exactly what rights you have -- and what restrictions you face -- every time you fly.
Your Tickets
Once you have a confirmed reservation, you are confirmed on the flight even if there is no record of your reservation in the airline's computer system. If you have a ticket that shows a confirmed reservation for a specific flight and date, an agent cannot deny you boarding because you have no reservation in the computer. However, if you don't show up for a flight and fail to cancel the reservation, you are considered a no-show and the airline can cancel any continuing or return reservations.
Refund guidelines vary from carrier to carrier, but there are a few general rules. If you need to cancel a ticket purchased under a nonrefundable fare, you may be able to apply the fare you paid toward a future flight, minus any applicable change or cancellation fees. If you need to cancel a refundable ticket purchased by credit card, your refund will be issued as a credit on the same card you used to make the purchase. (Contact your credit card company for support if you have problems getting a refund from your airline in a timely manner.) If you purchased your ticket with a personal check, you will usually receive your refund through the mail. Tickets paid for with cash can generally be refunded immediately by your carrier or travel agency.
Note that if you have been issued paper tickets (no matter how you paid for them), you will have to return the unused tickets to the airline.
At The Airport
Even if you have already checked in for your flight, an airline can cancel your reservation if you are not at the departure gate on time. Your seat may be given to another passenger, regardless of whether you have an advance boarding pass or an advance seat assignment. By the same token, if you do not check your baggage in sufficient time for it to be loaded on your flight, the airline will not be responsible for any delay in the delivery of your baggage to your destination. To avoid these problems, we recommend that you arrive at least two hours before your departure time. However, if you are flying internationally or during the holidays, you may need to arrive even earlier.
According to the Department of Transportation, overbooking is legal, and most airlines do it. They are, however, required to ask people to volunteer to be bumped. Those who choose to be bumped may receive rewards from the airline, such as vouchers for future travel, a hotel stay or even cash. These must be negotiated on an individual basis with the airline.
If you are bumped involuntarily, the airline must explain your rights in a written document, which will also fill you in on how they decide who does and who doesn't get to stay on an oversold flight. You may keep your ticket and use it on another flight. If you choose to make your own arrangements, you can request an "involuntary refund" for the ticket. You are also entitled to compensation, with a few exceptions; for instance, if the airline arranges alternative transportation that gets you to our destination within one hour of your originally scheduled arrival time, the carrier does not have to compensate you. Similarly, you must meet all check-in deadlines and have a confirmed reservation in order to get compensated for being bumped from an oversold flight. Note that the airline does not have to compensate you if it is forced to fly a smaller plane than originally scheduled. For more information, check out our article on bumping and overbooking.
If your bags are delayed, airlines usually agree to pay "reasonable" expenses until the luggage is found. The amount paid is subject to negotiation, and you may have to fight for a decent payment. If your bags are not found you must file a claim, which takes some time to process. It is normal to wait six weeks to three months for reimbursement, although some airlines are much more efficient than others. For bags lost or damaged on flights within the U.S., a liability limit of $3,000 applies. On international trips, the liability limit may vary, as it is governed by various international treaties, including the Montreal and Warsaw Conventions. Check your carrier's Web site for specifics.
Beware of deadlines! If you miss the check-in deadline, the carrier is not responsible for your bag if it is delayed or lost.
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