-
A massive IT outage on Friday brought much of the US airline industry to a standstill.
-
More than 9,000 flights were delayed or canceled due to the outage in the US alone.
-
Here’s what passengers of cancelled and delayed flights are entitled to according to the DOT.
A massive IT outage on Friday brought much of the US airline industry to a standstill, leaving thousands of flyers stranded in airports across the country during the height of the summer travel season.
According to FlightAware data, more than 9,000 flights were delayed or canceled in the US alone. Major hubs like New York and Atlanta saw delays of an average of multiple hours as airlines scrambled to get computer systems back online.
Sun Country and Delta were among the most affected, with some 46% and 15% of flights canceled, respectively, as of 11 a.m. Friday, according to data from Cirium, an aviation analytics company.
The US Department of Transportation confirmed to Business Insider that IT-related delays and cancellations are deemed “controllable” by airlines, which entitles affected passengers to accommodations and benefits from the nation’s carriers.
Many major airlines, including American, Delta, and United, proactively issued fee and fare difference waivers for affected passengers looking to rebook their flights, helping them avoid usual fees or rules.
In 2022, DOT unveiled a “customer service dashboard” that outlines the benefits and accommodations passengers of 10 airlines are entitled to during controllable delays and cancellations. It includes policies from Alaska, Allegiant, American, Delta, Frontier, Hawaiian, JetBlue, Southwest, Spirit, and United.
Interruptions within an airline’s control include maintenance and IT outages, DOT says. Others, like weather-related disruptions, are considered uncontrollable and require less of airlines to accommodate customers.
Delays can mean free rebooking, meals, and even a hotel stay
Here is what affected customers whose flights have been significantly delayed due to Friday’s IT outage are entitled to and on which airlines, according to the DOT dashboard of company policies:
-
Rebooked on the same airline at no additional cost: All airlines.
-
Rebooked on a partner airline or another airline that the carrier has an agreement with at no additional cost: All airlines except Allegiant, Frontier, Hawaiian, Southwest, and Spirit.
-
Meal or meal cash/voucher when flight delay results in passenger waiting for three or more hours: All airlines.
-
Complimentary hotel accommodation for passengers affected by overnight delay: All airlines except Frontier.
-
Complimentary ground transportation to and from the hotel for passengers affected by overnight delay: All airlines except Frontier.
-
Cash compensation when delays exceed three or more hours from scheduled departure time: No airlines.
-
Credit/travel voucher when delays exceed three or more hours from scheduled departure time: Alaska, JetBlue, and Southwest only.
-
Frequent flyer miles when delay exceeds three or more hours from scheduled departure time: Delta only.
Cancellations can mean tickets on another airline and cash compensation
Here is what customers on flights canceled due to Friday’s IT outage are entitled to, according to the DOT dashboard of airline policies:
-
Rebooked on the same airline at no additional cost: All airlines
-
Rebooked on a partner airline or another airline that the carrier has an agreement with at no additional cost: All airlines except Allegiant, Frontier, Southwest, and Spirit.
-
Meal or meal cash/voucher when cancellation results in passengers waiting three or more hours for a new flight: All airlines.
-
Complimentary hotel accommodation for passengers affected by overnight cancellation: All airlines except Frontier.
-
Complimentary ground transportation to and from the hotel for passengers affected by overnight cancellation: All airlines except Frontier.
-
Cash compensation when cancellation causes passengers to wait three or more hours from scheduled departure time: No airlines.
-
Credit/travel voucher when cancellation causes passenger to wait three or more hours from scheduled departure time: Alaska, JetBlue, and Southwest only.
-
Frequent flyer miles when cancellation causes a passenger to wait three or more hours from scheduled departure time: Delta only.
Read the original article on Business Insider
Source Agencies
