You’ve made it through security, boarded your plane, and settled into your seat. But then, minutes turn into hours, and you’re still on the tarmac.
If you’ve been in this situation before, you know how frustrating it can be.
The summer has been full of such stories, with thousands of Delta flights impacted by a global CrowdStrike IT outage. The Microsoft update disabled millions of computers, and the airline had to manually repair its systems, which took days and forced Delta to cancel more than 5,000 flights.
So, what exactly are you entitled to when your flight doesn’t go as planned?
Stuck on the Tarmac: What You Can Expect
Few things are worse than being trapped on a plane that’s not going anywhere. Hot summer days can make the experience even more unbearable, as planes often struggle to keep cabins cool when they aren’t in the air.
While on the ground. U.S. Department of Transportation (DOT) rules offer some relief, though the protections aren’t as extensive as those in Europe.
Here’s what airlines are required to provide when you’re on the tarmac for an extended period per DOT:
- After two hours: The airline must offer food, water, and restroom access.
- Comfort is key: Cabin temperatures should stay at a reasonable level.
- Medical needs: If necessary, medical help must be available.
If the wait goes beyond three hours for domestic flights or four hours for international flights, you have the right to deplane — unless there’s a safety reason stopping the airline.
What About Compensation?
Compensation for delays and cancellations can be a mixed bag. It largely depends on the airline’s policies and how long your flight is delayed.
Some airlines provide food, hotel stays, or travel credits if the delay meets certain criteria. JetBlue, Southwest, and Alaska are among those that offer vouchers or credits for delays lasting more than three hours.
The recent Delta IT outage, which grounded thousands of flights, caused many travelers to be stranded at the airport or have to go without basic supplies and necessities. While there are protocols for these situations, the overwhelm led to shortcomings.
So, what is Delta reimbursing in such a unique circumstance?
- The airline expanded its reimbursement allowances for affected passengers
- The fare paid to purchase another airline ticket in the same class of service after subtracting the value of the unused Delta ticket.
- Alternative transportation methods like rental cars, ridesharing, trains, or buses that the customer used to reach their destination.
For more details on what you can expect from your airline, check the DOT’s Airline Cancellation and Delay Dashboard. This resource breaks down which airlines provide compensation and what you may be entitled to.
How to Get What You’re Owed
Timing is everything when flights get delayed or canceled. With thousands of passengers vying for assistance, the sooner you act, the better. Whether you’re looking for a voucher or a full refund, contacting customer service promptly increases your chances of getting a faster resolution.
Speaking directly to someone — either in person or over the phone — is the most effective way to ensure your needs are met. Chatbots and automated systems often don’t understand the nuances of airline policies, so it’s worth the wait to talk to a real representative.
Lastly, patience.
If you find yourself caught in a situation like the CrowdStrike IT outage, you might have to submit and resubmit your reimbursement requests. While speaking directly to someone helps, some Delta passengers spent 5 hours on hold and still didn’t get to talk to anyone or resolve the issue.
How to Prepare for Airport Delays and Cancellations
While you can’t predict events like the recent global IT outage that disrupted thousands of flights, you can prepare for airline struggles by mastering a few key travel strategies.
Skip the chatbot: Talk to a real person – on the phone or in person.
Act fast: When you hear about a delay, start thinking about backup transportation options. A delay could easily become a cancellation, so having alternate flights or a rental car plan in mind can save you time and stress.
Keep your receipts and document your experience: Unexpected expenses can add up quickly during a disruption. Save your receipts, especially if you’re facing a mass outage situation. Airlines may reimburse you later, depending on the circumstances.
Check your airline’s policy: Use the DOT’s dashboard to find out what you’re entitled to.
Got any questions about airline delays and getting what you’re owed? Let me know in the comments below!