When do airlines issue delay vouchers?

Scott Laird | TravelPulse (TNS)

If you travel by plane frequently, delays are inevitable. However, how airlines handle delays can vary depending on the circumstances of the delay, including the reason, the city, and even the passenger’s frequent flyer status.

In Europe, the issue of passenger compensation for delays or cancellations is simple: the European Union has consumer protection laws that require airlines to compensate passengers in cash for delays over which they have control.

Unlike the European Union, the United States has no standard for what airlines must provide to passengers in the event of a delay or cancellation. In the United States, each carrier decides how to accommodate passengers affected by what airlines call “irregular operations,” and the Department of Transportation (DOT) oversees its efforts.

This almost never includes cash compensation, although some airlines, such as Alaska, will issue travel credits for delays of more than three hours for circumstances within their control. The DOT has said airlines should cover passengers’ costs for extended delays as part of their oversight, but each airline has its own criteria for handling such requests.

Types of delays

The first thing to consider when deciding whether airlines should offer a meal or hotel voucher is the cause of the delay. Most airlines do not provide vouchers or reimbursements for delays that they deem uncontrollable, such as those related to weather, air traffic control, or catastrophic events like earthquakes or volcanic eruptions. Another cause of uncontrollable delay is what is known as force majeure, which can take the form of a general strike, riot, or coup d’état that would compromise the safety of flight operations.

Airlines have in the past unsuccessfully argued that certain situations, such as the most recent computer outages that have plagued many U.S. airlines, constitute force majeure, but regulators have largely disagreed and considered those delays controllable, which also include reasons such as crew scheduling, aircraft availability, unscheduled maintenance and other elements within an airline’s control.

Some airlines will list the reason for a delay on their app or website, while others will make announcements. It’s worth noting that not all carriers are very explicit about the reasons for delays. American Airlines, for example, doesn’t list the reasons for delays on its app or website, while United typically explains them on its flight status page.

When to request a voucher

U.S. carriers vary in the circumstances in which they will issue a voucher to cover a meal or hotel room. In the event of a delay, the first place to check is the airline’s customer service commitment, which is typically posted on its website. This document typically outlines the situations in which an airline will issue a voucher.

Typically, a delay must be significant (several hours or more) and controllable for an airline to issue an exchange voucher. Some airlines, such as United, automatically send exchange vouchers to passengers via text message or mobile app if their booking includes an eligible flight delay. In other cases, passengers may need to inquire about whether an exchange voucher applies to their situation. American’s customer service commitment states that these accommodations are available “upon request.”

Related articles

• Travel |

  Comparing 8 Travel Budgeting Apps for Your Next Vacation

• Travel |

  UNESCO adds 24 new World Heritage sites

• Travel |

  Airfares ease as pricing power shifts to passengers

• Travel |

  The 7 Best Places in the World for Water Adventures

• Travel |

  Travel Troubleshooting: Refund Still Not Made Six Months After Seat Downgrade

If an agent can’t issue a voucher, it’s perfectly fine to ask why. Agents should offer to explain the content of the customer service commitment when asked. It can also be helpful to check if a delay is ongoing, as a delay that started out as uncontrollable (e.g. weather) can sometimes escalate to other reasons (e.g. crew accommodations).

Many airlines will also reimburse “reasonable” expenses if they can’t issue vouchers or if issuing a voucher is difficult (for example, if the line to speak to an agent is so long that it would cut an available hotel night in half). This usually means meals for meal times during the delay and, if the delay lasts overnight, a nearby hotel, as well as transportation between the airport and the hotel. Airlines usually allow passengers to submit receipts after the trip to get reimbursed.

Terminology is important

Using the right words can save you time and frustration when dealing with airline staff, whether at the airport or in transit after your trip. Many travelers tend to use the terms “refund” and “reimbursement” interchangeably, but they have different meanings in the context of air travel.

A refund means you get back the money you paid for the plane ticket. Airlines typically only refund a non-refundable ticket if the flight is delayed or canceled and they are ultimately unable to get passengers to the destination listed on their ticket. Refunding a plane ticket is rare because the service the passenger paid for was provided, albeit delayed.

A refund means you receive the money you paid for expenses related to your delay, other than your original airfare. Let’s say you incurred expenses for meals, transportation, and accommodations during a controllable delay and the airline was unable (but did not refuse) to issue a voucher. In this case, you are requesting a refund, not a reimbursement.

©2024 Northstar Travel Media, LLC. Visit travelpulse.com. Distributed by Tribune Content Agency, LLC.