Pete Buttigieg shames airlines only offering flight credits after global outage
Pete Buttigieg, US secretary of transportation, speaks during a news conference in Long Beach, California, US, on Thursday, July 18, 2024. The Pier B on-dock rail project, which is expected to be the largest rail facility of any port in the US, will
U.S. Secretary of Transportation Pete Buttigieg is urging travelers to "get your money back" if your flight was canceled due to the global IT outage on Friday and you can't reschedule.
"I am hearing reports of some airlines only offering flight credits to passengers for cancelled flights," Buttigieg tweeted on Saturday. "Let me be clear — you are entitled to get your money back promptly if your flight is cancelled and you don't take a rebooking."
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Buttigieg has been adamant about making travelers aware that they don't have to accept the travel waivers that airlines, like Delta, are extending to customers.
"If your flight is cancelled, and you choose not to travel, you do not have to accept a travel voucher. You can request a cash refund," he said Friday afternoon. "If an airline is not following their FlightRights.gov commitments, I want to hear from you. File a complaint with DOT."
The Department of Transportation (DOT) issued a Travel Alert on Friday to put airlines on notice as to their legal obligation to customers.
"The U.S. Department of Transportation has determined that the delays and cancellations resulting from the system outage is "controllable." A "controllable" flight cancellation or delay is one that is attributable to the airline," the statement reads. "Airlines provide information about the amenities that they offer in their customer service commitments and must adhere to their customer service commitments."
The DOT put together a dashboard that shows which airlines cover meals, hotels, ground transportation, free rebooking and more.
All airlines, according to the DOT, must issue a prompt refund in the original form of payment in the case that a customer chooses not to accept the offer.
Travel Alert: Large Scale IT-Systems Outage Affecting Air Travel
Here's a copy of the full statement issued by the DOT on July 19:
"A major IT-Systems outage has impacted the operations of many airlines causing delays and cancellations at U.S. airports. The U.S. Department of Transportation has determined that the delays and cancellations resulting from the system outage is "controllable." A "controllable" flight cancellation or delay is one that is attributable to the airline.
"Airlines provide information about the amenities that they offer in their customer service commitments and must adhere to their customer service commitments. To determine what amenities your airline provides in the instance of a controllable delay or cancellation, check their customer service plan on their website.
"The U.S. Department of Transportation has created a dashboard to ensure the traveling public has easy access to information about the services the ten largest 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. Please visit the Department’s dashboard webpage to learn more about the customer service commitments airlines have made to passengers in their customer service plans.
"If an airline offers alternative transportation and a consumer chooses not to accept the alternative offered for a canceled or significantly changed flight, the consumer is entitled to a prompt refund to the original form of payment.
"If you believe an airline has not fulfilled its customer service commitments, 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."