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Airline Customer Service Dashboard

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.

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Family Seating Dashboard

Commitment for Fee-Free Family Seating

Carrier

Cancellation and Delay Dashboard

Commitments for Controllable Cancellations

Carrier
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
Cash compensation when a cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
Credit/travel voucher when cancellation results in passenger waiting for 3 hours or more from the scheduled departure time
Frequent flyer miles when cancellation results in passenger waiting for 3 hours or more from the scheduled departure time

Commitments for Controllable Delays

Carrier
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
Cash compensation when a delay results in passenger waiting for 3 hours or more from the scheduled departure time
Credit/travel voucher when delay results in passenger waiting for 3 hours or more from the scheduled departure time
Frequent flyer miles when delay results in passenger waiting for 3 hours or more from the scheduled departure time

Support Our Troops Dashboard

Commitments for Current Service Members and Families

Carrier

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)

Waives change fees for service members and accompanying family members who reschedule flights due to a military order or directive (documentation may be required)

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

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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Family Seating Dashboard

Commitment for Fee-Free Family Seating

Guarantees adjacent seats for child 13 or under and an accompanying adult at no additional cost for all fare types subject to limited conditions

no

Cancellation and Delay Dashboard

Commitments for Controllable Cancellations

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
no
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
no
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)

yes

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

yes

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.