When your travel plans suddenly veer off course, figuring out what to do next can feel like a scramble.
Let’s say your flight is canceled due to a hurricane and you need to either get on an another one or find a hotel for the night – and of course, you don’t really want to end up paying all of this out of pocket. Do you talk to the gate agent, try to get the airline on the phone – just like everyone else – or is this where travel insurance steps in?
It’s a fair concern given that 29% of the 281.7 million air passengers in the U.S. had a delayed flight this past summer, with 2.2% of those delayed for over three hours, according to a 2023 survey by AirHelp, a passenger support organization.
Many passengers with a significant disruption – such as a delay of two hours or more or flight cancellation – found that 70% ended up spending extra money on replacement travel, accommodations or meals, according to a separate survey by AirHelp of 1,363 people.
“Without knowing their rights, it’s difficult for passengers to understand the necessary steps they should be taking to pursue a refund for a flight disruption,” said Tomasz Pawliszyn, CEO of AirHelp. “Now with stronger protections in place in the U.S., it’s even more important that passengers know what they are owed in the event of a disruption – and what steps to take to receive compensation when eligible. “
Enjoy your worry-free vacation: Best travel insurance policies
When your flight is disrupted, here’s how you can get assistance from airlines and travel insurance.
What should I do when my flight is canceled?
Speak to the airline first, even if you have travel insurance, according to Stan Sandberg, co-founder of TravelInsurance.com.
That’s because the Department of Transportation requires airlines to refund travelers to their original form of payment if their flights are canceled for any reason and they choose not to take an alternative flight. If you do want to get on another flight, it’s the airline that will help you rebook.
Pawliszyn agrees, adding that you should head directly to the airline’s customer service desk at the airport. “If you’re already at the airport, this is likely still the fastest way to get help,” he added. “Airline staff can assist with rebooking and other options.” Have your flight details, booking numbers and identification on-hand to make the process run as smoothly as possible.
If the line is already long, you can contact the airline through a phone call or its mobile app, such as United Airlines’ chat feature.
Many carriers also provide customers with tools to handle their own rebooking through the airline’s app or website.
After speaking with the airline, contact your travel insurance provider’s emergency assistance number, as it may assist with extra expenses or financial losses, such as if you’re now missing your cruise departure or need an overnight hotel. “There are specialists on the other side of that call to navigate whatever emergency you’re having,” Sandberg said.
Travel insurance coverage varies, but providers typically bundle protections for unforeseen events into a single plan, so you’ll probably get coverage for things such as accidental deaths, trip interruptions, or baggage delays. “The big ones are it’s going to protect your wallet in the case of an emergency that causes you to have to miss (your trip),” Sandberg said.
It’s in your best interest to find out what you’re covered for before the trip even begins, so you know what exactly you can file a claim for. “Go to a comparison website to generate a quote and review the plan options that are available,” he added. You can also call travel insurance companies before you purchase and tell them what it is you’re worried about and how to get that coverage.
What should I do when my flight is delayed?
Like with cancellations, contact your airline ASAP. According to the DOT’s new rule, you may be entitled to a full refund if your flight is significantly delayed. The DOT recently defined significant delays as more than three hours for a domestic flight or six hours for international, and also now requires airlines to refund passengers in the same way as cancellations if the person chooses not to travel on the delayed flight or take an alternative itinerary from the airline. Previously, compensation was up to the airlines’ discretion, making it a bit confusing for passengers to figure out what they’re owed.
The DOT also added coverage for “significantly changed” flights, which includes “departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.”
How can I get my hotel or meals covered while I wait?
Airlines may provide overnight accommodations or meal vouchers, but it’s not guaranteed. Travel insurance can help cover these additional expenses depending on your policy, so if you have it, give them a call and see what’s included in your coverage.
The second you hear that your flight is canceled or even delayed, Pawliszyn suggests to “demand that the airline tells you the cause of the disruption” for your own record-keeping. Be sure to keep documentation, like pictures and screenshots of boarding passes, notifications from the airlines and receipts. “To ensure passengers are getting the most reimbursement, it’s always wise to gather the necessary evidence to support your eligibility claim,” he said. This will be useful if you’re making a travel insurance claim as well.
Remember, there could also be some requirements before insurance kicks in, such as a minimum delay length, and a daily payout limit so make sure you have a full understanding of your policy ahead of time.
What should I do when my baggage is lost or delayed?
If you realize you’re not going to be reunited with your luggage once you arrive at your destination, make a beeline for the luggage counter to let the airline know.
The good news is that you’ll get some money back. Airlines have to reimburse passengers for “reasonable, verifiable, and actual incidental expenses that they may incur while their bags are delayed,” within maximum liability limits, which are $3,800 for domestic and $1,780 for international, according to the DOT. If your bag was straight-up lost, airlines are required to compensate you for its content, given depreciation and the maximum liability amounts.
Under the new DOT rule, passengers are also entitled to a refund for any checked bag fees they paid if their luggage isn’t returned to them within 12 hours for domestic travel or 15-30 hours for international, depending on the length of the trip.
A travel insurance plan with a comprehensive policy like trip interruption coverage can assist with this as well. “If you lost your luggage and your bag is delayed, you’ll need to buy a bunch of stuff to make up for it,” he said. “Save all your receipts to file a claim in the backend to be reimbursed … If you have the documentation and you’re a little organized, the process is fast and easy.”
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