Sean Cudahy is an aviation reporter covering news about airlines, frequent flyer programs and consumer travel issues.
July 22, 2024 • 11 min read
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Quick summary
A major IT outage has caused widespread flight cancellations and delays at U.S. airports, with one carrier experiencing the most significant disruptions.
Passengers affected by cancellations or significant delays are entitled to a refund for the unused portion of their ticket under Department of Transportation rules.
Travelers may consider booking backup flights on other airlines, especially as most competitors have largely recovered operations.
Affected passengers can seek meal vouchers, hotel accommodations and ground transportation, and should keep receipts for potential reimbursement.
What to consider
Refund eligibility depends on whether your flight is canceled or significantly delayed and if you decline rebooking.
Dynamic pricing for award tickets may result in high redemption rates, so consult current valuations before using points or miles.
Travel insurance from select credit cards may cover expenses not reimbursed by the airline, but terms and coverage vary.
What you'll miss from the article
A detailed breakdown of passenger rights, reimbursement procedures and practical steps for managing disruptions during large-scale airline outages.
Generated by AI with support from our editorial team.
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Delta Air Lines has been hardest hit among U.S. airlines. The Atlanta-based carrier canceled at least 1,200 flights per day on Friday, Saturday and Sunday. Now, disruptions have spilled into Monday, with hundreds more flights affected.
Recent days have brought scenes of passengers waiting in massive lines to speak with customer service and others sleeping on the floor in airports.
A Delta Air Lines customer service line Saturday at Detroit Metropolitan Wayne County Airport (DTW). JOE RAEDLE/GETTY IMAGES
It’s perhaps the biggest air travel headache U.S. passengers have encountered since Southwest Airlines’ holiday 2022 meltdown — although that operational disaster was far worse in scope, resulting in nearly 17,000 cancellations.
Here’s what to know if you’re caught up in the current air travel mess, or planning to fly in the coming days.
Reminder: You have a right to a refund
Under U.S. Department of Transportation policy, you’re entitled to a refund for the unused portion of your ticket if:
Your flight is canceled or significantly delayed.
You choose not to travel and don’t want to be rebooked.
The airline may offer you a travel voucher or frequent flyer miles, but you don’t have to accept. If you meet the above criteria and want a refund, the airline is required, under DOT policy, to provide a prompt refund to the original payment method.
Hartsfield-Jackson Atlanta International Airport (ATL). JESSICA MCGOWAN/GETTY IMAGES
Delta Air Lines passengers can submit for a refund at Delta.com/refund.
In a statement Monday, the carrier said it's offering affected travelers the option for a refund for the unused portion of their ticket, or eCredit with the airline.
If you’re flying with Delta and have had one (or multiple) flights canceled in recent days— and really need to get to your destination — it may be time to consider booking a backup flight on another airline.
Booking a backup flight
Most other U.S. airlines have nearly, if not completely, recovered their operations in the wake of the IT glitch.
While Delta’s cancellation rate Monday hovered above 20%, major competitors from American Airlines to United Airlines had cancellation rates at or below 1%.
That means, until Delta's operations recover, you may be safer on another carrier — an unusual statement considering Delta's long-standing reputation for operational reliability.
Before booking a backup flight, you’ll want to make sure you meet the above refund requirements for your first flight, so that you don’t end up paying for multiple flights.
Baggage claim Monday at Hartsfield-Jackson Atlanta International Airport (ATL). JESSICA MCGOWAN/GETTY IMAGES
Using points or miles
If the price of booking a last-minute ticket on another airline is sky-high, you can explore the possibility of using frequent flyer miles.
However, since many airlines now use dynamic pricing for award tickets, the award pricing may be quite high, too — so be sure to check TPG’s points and miles valuations to ensure you’re not handing over too many of your hard-earned points and miles all at once.
If you have some time on your hands, you might check to see if an international program like Avianca LifeMiles is offering cheap award pricing on domestic United Airlines flights ... or, check the same on American Airlines using Avios through British Airways Executive Club. You can transfer credit card rewards from multiple issuers to both programs at a 1:1 ratio.
No one wants to wait in a long line or on hold for hours, which is commonplace when you have a large-scale airline meltdown.
Despite tech problems affecting numerous Delta applications, if I were stranded, I’d still be keeping a close eye on my airline app. It’s a great tool for rebooking yourself without having to wait for an airline representative’s assistance.
You can also try emailing customer service or exploring any live chat functions.
Sometimes, reaching out on social media can be an alternative last-ditch tactic. However, Delta noted Sunday that its ability to respond to social media messages was limited amid the chaos.
Who's on the hook to pay for expenses when you're stranded?
Even though the problems that triggered these issues at airlines started with a mishap at a third-party vendor, the DOT considers these cancellations and delays to be “controllable” — in other words, the airline’s responsibility.
A passenger examines the departure board Sunday at Detroit Metropolitan Wayne County Airport (DTW). JOE RAEDLE/GETTY IMAGES
That means the agency is treating these disruptions more like cancellations that come up due to airline maintenance or staffing — and unlike problems caused by weather or air traffic control. In the latter cases, good luck getting the airline to pay for your unexpected hotel stay.
In this case, though, you may be in a better position to claim some reimbursement.
Because the Biden administration views these disruptions as "controllable," the DOT expects Delta (and its competitors affected in recent days) to fulfill promises spelled out in the Airline Customer Service dashboard, found at flightrights.gov.
Cancellations
Here’s what Delta has committed to when there’s a controllable cancellation:
Commitment
Yes/No
Rebook on the same airline at no cost
Yes
Rebook on a partner airline, or another airline with which it has an agreement, at no added cost
Yes
Meal or meal cash voucher when cancellation results in the passenger waiting three hours or more for a new flight
Yes
Hotel accommodations for passengers affected by an overnight cancellation
Yes
Ground transportation to and from the hotel
Yes
Cash compensation when a cancellation results in the passenger waiting three hours or more from the scheduled departure time
No
Credit, travel voucher or frequent flyer miles when a cancellation results in the passenger waiting three hours or more from the scheduled departure time
No
Delays
Here’s what Delta has committed to in the event of a controllable delay:
Commitment
Yes/No
Rebook on the same airline at no cost
Yes
Rebook on a partner airline, or another airline with which it has an agreement, at no added cost
Yes
Meal or meal cash voucher when a delay results in the passenger waiting three hours or more for a new flight
Yes
Hotel accommodations for passengers when a delay leads to an unexpected overnight stay
Yes
Ground transportation to and from the hotel
Yes
Cash compensation when a delay leads to a passenger waiting three hours or more from the scheduled departure time
No
Credit, travel voucher or frequent flyer miles when a delay results in the passenger waiting three hours or more from the scheduled departure time
No
What Delta is providing to affected passengers
However, Delta has said it’s providing meal vouchers, hotel accommodations and ground transportation to affected passengers. On Sunday, the carrier shared a link at which customers can submit expenses for potential reimbursement.
Delta also said it’s providing SkyMiles and travel vouchers as a “gesture of apology.”
Delta on Monday laid out several ways in which it is providing refunds, reimbursements and assistance to passengers.
One type of expense that's not covered by the airline? Prepaid expenses at your destination, like concert tickets or vacation experiences.
Keep receipts
We’d recommend keeping all receipts accumulated during a flight disruption for documentation if you think you might end up claiming reimbursement.
Biden administration skeptical of response
Despite detailing those accommodations, Transportation Secretary Pete Buttigieg took to social media late Sunday calling on the carrier to step up its support for passengers affected by the disruptions of recent days.
“I have made clear to Delta that we will hold them to all applicable passenger protections,” Buttigieg wrote on X.
Some credit cards offer travel insurance protection, which can provide an extra layer of security — and potential cost-savings — in the event of a flight cancellation or delay.
Each card’s benefits differ slightly, but as a rule of thumb, you’ll typically need to have booked your flight and other trip aspects you’re hoping to claim with the card that carries the protection in order to make a claim.
Also, your protection may not cover expenses for which the airline should be on the hook.
Crowds on Saturday inside Terminal 1 at New York's John F. Kennedy International Airport (JFK). KENA BETANCUR/AFP/GETTY IMAGES
I recently made a successful travel insurance claim through a policy I have via The Platinum Card® from American Express for an unexpected weather-induced overnight stay I had last year in Atlanta.
In making the claim, I had to submit documentation that my flight delay was weather-induced, and that the airline (Southwest Airlines, in this case) would not cover my overnight hotel stay.
In this case, since the DOT has deemed IT outage-related disruptions "controllable" on the part of airlines, your insurance company may ask you to check with your airline for reimbursement first.
However, you may be able to claim expenses the airline won't cover.
Eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/benefitsguide for details. Policies are underwritten by New Hampshire Insurance Company, an AIG Company.
Bottom line
Ultimately, your best bet is patience as you head to the airport. It's been a busy and likely frustrating few days for airline employees navigating the sea of cancellations and delays in the face of technological glitches.
For its part, Delta said in a statement that its teams "have been working around the clock" to fully restore its operation.
By commenting, you agree to our Community Guidelines to help create a positive space for conversation. The responses below are not provided or commissioned by the bank advertiser, our partners, or The Points Guy (“TPG”). They have not been reviewed, approved, or otherwise endorsed by any of these parties. All responses are submitted by individual contributors, and neither the bank advertiser, our partners, nor TPG are responsible for ensuring that all posts and/or questions are answered.
