Frequently Asked Questions (FAQ)
Frequently Asked Questions
For additional information on these topics, click “Consumer Tips” above.
- How can I get the best air fare?
- What factors should I take into account when choosing flights?
- What kinds of fees could I end up paying in addition to my fare?
- I need to cancel a reservation that I just made. Can I get a refund?
- Is there anything I should keep in mind when packing?
- My child is flying alone. What preparations should I make?
- I want to take my pet with me on my trip. What does that entail?
At the airport
- Where and when do I need to check in at the airport?
- What should I know about clearing security?
- Wat if my flight is delayed?
- What are my options if my flight is canceled?
- What are my rights if my flight is oversold?
During the flight
At your destination
- When I collect my checked bag, is there anything I should be alert to?
- What if my bag doesn’t show up?
After your trip
Before the fight
How can I get the best air fare?
Be flexible in your travel plans. The best deals may be available only on certain days of the week (often Tuesday through Thursday, or Saturday through Sunday morning), or particular hours of the day (e.g., late-night or early-morning departures). The lowest fares are often “blacked out” during holiday periods, but you might be able to get a discount fare if you fly on the holiday itself (e.g., New Year’s Day).
Plan as far ahead as you can. Most airlines set aside only a limited number of seats on many desirable flights at the lower rates. Compare the fares of different airlines providing competitive air service.
What factors should I take into account when choosing flights?
A connection (change of planes) is sometimes cheaper than a nonstop, but it involves the risk of a misconnection if your first flight is delayed. If you have a connection, make sure your itinerary allows enough connecting time. Flights early in the day are less susceptible to delays. In a large metropolitan area, the fare could depend on which airport you use. Also, if the city where you live or the city where you are going is an airline “hub,” fares may be higher than for flights to or from other nearby cities because of reduced competition. Someone who lives at a hub might save money by leaving from another nearby city, even if they end up connecting through the hub to get to their destination.
What kinds of fees could I end up paying in addition to my fare?
Most (but not all) airlines charge for checked bags. A few don’t charge for the first checked bag but will charge for the second one. Some airlines might charge a fee for ticketing depending on how you purchase your ticket (for example on the web, by phone, at the airport). Most airlines charge extra for preferred seats (for example, aisle seats near the front of the cabin). If you want an advance seat assignment next to your traveling companion or family and the only available adjacent seats include a preferred seat, you might have to pay a fee. Many airlines offer early boarding for a fee. You will usually pay for any in-flight meals that you request, as well as for any available internet service, video entertainment and audio headsets. Most airlines still provide non-alcoholic beverages for free.
I need to cancel a reservation that I just made. Can I get a refund?
Most air fares require payment when you make the reservation, and most discount fares are non-refundable. However, DOT requires airlines to either hold a reservation for 24 hours without payment or to refund a paid ticket — even a non-refundable one — to a passenger who cancels within 24 hours of purchase, so long as the purchase was more than seven days before the ticketed flight. (Airlines are free to choose between these two options; they don’t have to offer both.)
Is there anything I should keep in mind when packing?
Avoid putting the following in checked baggage:
- Valuables (e.g., cash, jewelry, expensive electronics). Do not rely on suitcase locks; they are easily defeated and most are not compatible with Transportation Security Administration inspection procedures (see below).
- Critical items (e.g., medicine, keys, passport, tour vouchers, business papers).
- Irreplaceable items (e.g., heirlooms, original photos).
- Fragile items. Consider shipping them in advance. If they must be checked, wrap them carefully in padding.
- Perishables
Many airlines limit their liability for loss or damage in the U.S. concerning these items. Try to carry them either on your person or in a carry-on bag.
Even if a bag is not lost, it may be delayed for a day or two. It is wise to put items that you will need during the first 24 hours in a carry-on bag (e.g., toiletries, a change of underwear).
Your checked bags may need to be opened for a security inspection out of your presence. If you wish to lock your bags, see www.tsa.gov for information on locks that security personnel can open and then re-lock. If you use an unapproved lock and your bag is selected for inspection, the security staff will break the lock if necessary.
Put a tag on the outside of your baggage with your name, address, and phone numbers. The airlines provide free stick-on tags. Most carriers also have "privacy tags" which conceal this information from passersby. (Some passengers prefer to only provide business addresses and phone numbers to further protect their privacy.) Put the same information inside each bag, and add an address and telephone number where you can be reached during your trip.
My child is flying alone. What preparations should I make?
Contact the airline well in advance; most airlines offer “unaccompanied minor” service. Depending on your child’s age, this service may be mandatory. Children below a certain age (usually 5 years old) might not be allowed to travel alone. Older kids might be limited to nonstop or “through” flights depending on their age, and children above a certain age may not be eligible for unaccompanied-minor service. There is generally a substantial fee charged for unaccompanied-minor service. For further information see the publication When Kids Fly Alone on this website.
I want to take my pet with me on my trip. What does that entail?
Most U.S. airlines accept pets. Depending on your destination, the time of year, the size of your pet, and your airline’s policies, you may have a choice between bringing your pet on your flight as checked or carry-on baggage or shipping it as air cargo.
You will need to supply an approved kennel. The kennel for a carry-on pet must fit under the seat, and your airline will probably require that the animal remain in the kennel during the flight and in the airport. Your pet might count as one of your allowed pieces of baggage, and there may be an additional fee for the pet as well.
Most airlines will not carry pets as checked baggage during the summer and winter although you might be able to ship your pet as air freight at those times. Airlines also embargo animals on very hot and cold days, so always have a backup plan for your pet. Many airlines will not transport snub-nosed and pug-nosed dogs and cats. You may have to supply a health certificate from a veterinarian, and certain destinations may require a quarantine period upon arrival. Check with the airline you plan to use to learn about all requirements. For additional information, see “Traveling with Animals” on our web site.
At the airport
Where and when do I need to check in at the airport?
Every flight has a check-in deadline, but it can vary by airline and airport. In most cases, for a domestic flight you must be at the gate no later than 10 to 15 minutes before scheduled departure time or you could lose your reservation. For an international flight this deadline may be 45 minutes or longer — sometimes much longer. Allow time to check a bag and pass through security. You can find the check-in deadlines for your flights on the airline’s website and perhaps on your e-ticket confirmation. In addition to the gate deadline, there may be an earlier deadline for obtaining a boarding pass and seat assignment. The most common such deadline is 30 minutes before scheduled departure for domestic flights and one hour for international flights.
What should I know about clearing security?
Passengers who look like they are 18 or over should bring a government-issued photo ID. Carry-on articles are generally limited to one carry-on bag plus one personal item (briefcase, purse, etc.). The size and weight of the allowable carry-on bags can vary by airline and this information must be included in your confirmation/itinerary. Don’t bring sharp items on your person or in your carry-on bag. There is a security-related “3-1-1” rule for liquids, aerosols and gels in carry-on baggage — those substances must be in containers that are no more than 3.4 oz. in volume (100 ml), with all such containers in one clear quart-size plastic bag, and one such bag per passenger. For details go to www.tsa.gov and look for Traveler Information.
What if my flight is delayed?
Try to find out the projected length of the delay so that you can evaluate your options. Airlines are required to regularly update the public on the status of delays of 30 minutes or more. But keep in mind that it is sometimes difficult for airlines to estimate the total duration of a delay during its early stages. Weather that had been forecast to improve can instead deteriorate, or a mechanical problem can turn out to be more complex than initially evaluated.
If the problem is with local weather, all flights will probably be late and there is not much you or the airline can do to speed up your departure. If there is a mechanical problem with the aircraft for your particular flight or if the crew is delayed on an incoming flight, you might be better off trying to arrange another flight, as long as you do not have to pay a penalty or higher fare for changing your reservations. (It is sometimes easier to make such arrangements by phone than at the airline counter.) Changing flights and airlines becomes more difficult and time consuming if you have checked bags. If you find a flight on another airline, ask the first airline to “endorse” your ticket to the new carrier, which could save you a fare increase. Remember, however, that there is no rule requiring an airline to do this.
Each airline has its own policies about what it will do for delayed passengers waiting in the airport terminal; there are no Federal requirements regarding these amenities or services. If you are delayed, ask the airline staff if they will pay for meals or phone calls. Some airlines may not offer amenities if bad weather or something else beyond the airline’s control causes the delay.
What are my options if my flight is canceled?
If your flight is canceled, most airlines will rebook you on their next flight to your destination on which space is available, at no additional charge. If this will involve a significant delay find out if another carrier has seats and ask the first airline to endorse your ticket to that carrier, but be aware that there are no Federal requirements for the airline to do so. Finding extra seats may be difficult, however, especially over holidays and other peak travel times. If your flight is canceled or diverted or experiences a lengthy delay and you choose to cancel your trip as a result, you are entitled to a refund for the unused transportation — even for non-refundable tickets — and for any bag fee that you paid.
What are my rights if my flight is oversold?
If the airline offers travel vouchers to volunteers who are willing to give up their seat, every volunteer must be told about any material restrictions on the use of the vouchers before the prospective volunteer gives up his or her seat. Such restrictions can include administrative fees, advance-ticketing requirements, capacity restrictions, blackout dates, or other provisions. If you are involuntarily denied boarding in an oversale situation, the airline must give you a detailed written notice explaining your rights, and you are usually entitled to substantial compensation in the form of a check. The airline is free to offer travel vouchers as an option to passengers who are involuntarily denied boarding, but material restrictions must be disclosed in the manner described above. For further information, see the “Overbooking” chapter of the publication Fly Rights on this website.
During the flight
What is the “tarmac delay rule”?
DOT rules state that at a U.S. airport, an airline may not keep passengers aboard an aircraft for more than three hours (four hours for international flights) without an opportunity to deplane. This rule applies to both departures and arrivals, and to both U.S. and foreign airlines that operate at least one aircraft with 30 or more seats. Food and water must be offered at the two-hour point during such a delay, there must be operational lavatories, and medical care must be provided if needed. There are exceptions for certain situations involving safety, security and air traffic control.
What should I be alert to at my connecting airport?
When you deplane from your first flight, check the monitor or schedule board at the connecting airport to make sure the gate assignment for your next flight hasn’t changed. Even if you have a boarding pass and seat assignment for the connecting flight, get to the gate for that flight before the gate-arrival deadline (usually 15 minutes before scheduled departure for a domestic flight) to avoid the possibility of losing your seat to a standby traveler.
At your destination
When I collect my checked bag, is there anything I should be alert to?
Many bags look alike. Don't claim yours solely on appearance; check the bag tag number or the name tag.
If your bag arrives open, unlocked or visibly damaged, check immediately to see if any of the contents are missing or damaged. Report any problems to your airline before leaving the airport. Insist that the airline create a report record and give you its number even if they say the bag will be in on the next flight. Get the agent's name and an appropriate telephone number for following up (not the reservations number).
Open your suitcase immediately when you get to where you are staying. Report any damage to contents or pilferage immediately by telephone. Make a note of the date and time of the call, and the name and telephone number of the person you spoke with. Follow up immediately with a certified letter or return-receipt email.
What if my bag doesn’t show up?
The airline will take a report as described above and will begin tracing the bag. The vast majority of delayed bags turn up within a few days, often on the next flight. You are entitled to reasonable reimbursement for expenses you incur while waiting for the delayed bag, e.g., the purchase of toiletries and a change of underwear. At a certain point (as early as a week or two) the airline will declare a bag lost and will provide claim forms for the passenger to fill out and return. Airlines don't automatically pay the full amount of every claim they receive. Like insurance companies, airlines consider the depreciated value of your possessions, not their original price or the replacement costs. If you're tempted to exaggerate your claim, don't; airlines may completely deny claims they feel they can show are inflated or fraudulent. Generally, it takes an airline anywhere from four weeks to three months to pay passengers for their lost luggage. When airlines tender a settlement, they may offer you the option of free tickets on future flights in a higher amount than the cash payment. Ask about all restrictions on these tickets, such as "blackout" periods.
After your trip
If something went wrong, how can I file a complaint?
U.S. and foreign airlines are required to make available the mailing address and email or web address where complaints can be registered with the airline. This information must appear on the airline’s website, on all e-ticket confirmations, and, upon request, at each of the airline’s ticket counters and boarding gates. Airlines are required to substantively respond to written consumer complaints within 60 days.
If you are not satisfied with an airline’s response you may file a complaint with DOT. Click “File a consumer complaint” at www.dot.gov/airconsumer/file-consumer-complaint.