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Airline Customer Service Dashboard

The U.S. Department of Transportation has created a dashboard to ensure the traveling public has easy access to information about services that U.S. airlines provide to mitigate passenger inconveniences when the cause of a cancellation or delay was due to circumstances within the airline’s control. A green check mark on the dashboard means an airline has committed to providing that service or amenity to its customers. A red “x” means the airline has not made that commitment. However, airlines with a red “x” may provide these services and amenities in some instances in their discretion.

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Commitments for Controllable Cancellations

Rebook passenger on same airline at no additional cost
Rebook on partner airline or another airline with which it has an agreement at no additional cost
Meal or meal cash/voucher when cancellation results in passenger waiting for 3 hours or more for new flight
Complimentary hotel accommodations for any passenger affected by an overnight cancellation
Complimentary ground transportation to and from hotel for any passenger affected by an overnight cancellation

Commitments for Controllable Delays

Rebook passenger on same airline at no additional cost for significant delays
Rebook on partner airline or another airline with which it has an agreement at no additional cost for significant delays
Meal or meal cash/voucher when flight delay results in passenger waiting 3 hours or more
Complimentary hotel accommodations for any passenger affected by an overnight delay
Complimentary ground transportation to and from hotel for any passenger affected by an overnight delay

Airline Customer Service Dashboard

The U.S. Department of Transportation has created a dashboard to ensure the traveling public has easy access to information about services that U.S. airlines provide to mitigate passenger inconveniences when the cause of a cancellation or delay was due to circumstances within the airline’s control. A green check mark on the dashboard means an airline has committed to providing that service or amenity to its customers. A red “x” means the airline has not made that commitment. However, airlines with a red “x” may provide these services and amenities in some instances in their discretion.

Search

Commitments for Controllable Cancellations

Rebook passenger on same airline at no additional cost
Rebook on partner airline or another airline with which it has an agreement at no additional cost
Meal or meal cash/voucher when cancellation results in passenger waiting for 3 hours or more for new flight
Complimentary hotel accommodations for any passenger affected by an overnight cancellation
Complimentary ground transportation to and from hotel for any passenger affected by an overnight cancellation

Commitments for Controllable Delays

Rebook passenger on same airline at no additional cost for significant delays
Rebook on partner airline or another airline with which it has an agreement at no additional cost for significant delays
Meal or meal cash/voucher when flight delay results in passenger waiting 3 hours or more
Complimentary hotel accommodations for any passenger affected by an overnight delay
Complimentary ground transportation to and from hotel for any passenger affected by an overnight delay

Airline Customer Service Dashboard

Please click this link for an alternative text version of the dashboard

These ten large U.S. airlines and their regional operating partners, which operate flights for them but do not sell tickets, account for approximately 96 percent of the domestic scheduled passenger air traffic.

Use the above dashboard to learn about the amenities that the U.S. airline that you are flying on has promised to provide should there be a controllable flight cancellation or delay. You can also use the dashboard to compare amenities that the airlines commit to provide in the event of a controllable flight cancellation or delay when deciding which airline to fly.

A controllable flight cancellation or delay is essentially a delay or cancellation caused by the airline. Examples include: maintenance or crew problems; cabin cleaning; baggage loading; and fueling.

Airlines are required to adhere to the promises that they make in their customer service plan, including commitments to care for customers in the event of controllable delays or cancellations. The Department will hold airlines accountable if they fail to do so.

Remember these commitments do not impact your entitlement to a refund. If an airline cancels a passenger’s flight or makes a significant change in the flight, regardless of the reason, airlines are required to provide a prompt refund to a ticketed passenger, including those with non-refundable tickets, should the passenger choose not to accept the alternative offered, such as rebooking on another flight. Learn more about your right to a refund. If you have a problem obtaining a refund that you believe that you are entitled to receive, you may file a complaint with the DOT. If you are an airline passenger with a disability looking for more information regarding your rights during air travel, please follow this link to our disability webpage.

See below for detailed information about airline customer service commitment plans.

Airlines' Customer Service Plans

Last updated: Monday, December 5, 2022