Secretary Buttigieg has called upon airlines to improve their customer service commitments to passengers, which all have done to varying degrees. The dashboards below provide information for air travelers on airlines’ commitments to families flying with young children and customers experiencing significant flight disruptions due to circumstances within the airline’s control. DOT encourages airlines to continue to strengthen their customer commitments. DOT will update and expand these dashboards as needed.
Rebook passenger on same airline at no additional cost
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Rebook on partner airline or another airline with which it has an agreement at no additional cost
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Meal or meal cash/voucher when cancellation results in passenger waiting for 3 hours or more for new flight
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Complimentary hotel accommodations for any passenger affected by an overnight cancellation
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Complimentary ground transportation to and from hotel for any passenger affected by an overnight cancellation
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Cash compensation when a cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
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Credit/travel voucher when cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
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Frequent flyer miles when cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
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Rebook passenger on same airline at no additional cost for significant delays
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Rebook on partner airline or another airline with which it has an agreement at no additional cost for significant delays
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Meal or meal cash/voucher when flight delay results in passenger waiting 3 hours or more
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Complimentary hotel accommodations for any passenger affected by an overnight delay
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Complimentary ground transportation to and from hotel for any passenger affected by an overnight delay
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Cash compensation when a delay results in passenger waiting for 3 hours or more from the scheduled departure time
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Credit/travel voucher when delay results in passenger waiting for 3 hours or more from the scheduled departure time
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Frequent flyer miles when delay results in passenger waiting for 3 hours or more from the scheduled departure time
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Waives cancellation fees and ensures full refunds for service members and accompanying family members who cancel travel plans due to a military order or directive (documentation may be required)
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Waives change fees for service members and accompanying family members who reschedule flights due to a military order or directive (documentation may be required)
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At least one free standard carry-on and at least two free standard checked bags for service members and their accompanying spouse and children with appropriate identification such as a valid military ID
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The lowest fare for a flight for immediate family members to visit service members recently injured in the line of duty with supporting documentation
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Rebook passenger on same airline at no additional cost
yes
Rebook on partner airline or another airline with which it has an agreement at no additional cost
yes
Meal or meal cash/voucher when cancellation results in passenger waiting for 3 hours or more for new flight
yes
Complimentary hotel accommodations for any passenger affected by an overnight cancellation
yes
Complimentary ground transportation to and from hotel for any passenger affected by an overnight cancellation
yes
Cash compensation when a cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
no
Credit/travel voucher when cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
yes
Frequent flyer miles when cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
no
Rebook passenger on same airline at no additional cost for significant delays
yes
Rebook on partner airline or another airline with which it has an agreement at no additional cost for significant delays
yes
Meal or meal cash/voucher when flight delay results in passenger waiting 3 hours or more
yes
Complimentary hotel accommodations for any passenger affected by an overnight delay
yes
Complimentary ground transportation to and from hotel for any passenger affected by an overnight delay
yes
Cash compensation when a delay results in passenger waiting for 3 hours or more from the scheduled departure time
no
Credit/travel voucher when delay results in passenger waiting for 3 hours or more from the scheduled departure time
yes
Frequent flyer miles when delay results in passenger waiting for 3 hours or more from the scheduled departure time
no
Waives cancellation fees and ensures full refunds for service members and accompanying family members who cancel travel plans due to a military order or directive (documentation may be required)
no
Waives change fees for service members and accompanying family members who reschedule flights due to a military order or directive (documentation may be required)
no
At least one free standard carry-on and at least two free standard checked bags for service members and their accompanying spouse and children with appropriate identification such as a valid military ID
no
The lowest fare for a flight for immediate family members to visit service members recently injured in the line of duty with supporting documentation
no
For more information about airlines' commitments for fee-free family seating, visit the Family Seating Dashboard Page.
For more information about airlines' commitments in the event of controllable cancellation and delays, visit the Cancellation and Delay Dashboard Page.
For more information about airlines' commitments to current service members, visit the Support Our Troops Dashboard Page.
Airlines must adhere to their commitments. DOT will hold them accountable if they fail to do so. If you believe an airline has not fulfilled its customer service commitment, contact the airline to ensure it gives you what is owed. If you are not satisfied with the airline’s response or conduct, you may file a complaint with DOT.
Last updated: Friday, May 31, 2024
