The US Department of Transportation (DOT) has introduced new US air refund rules that mandate automatic ticket and fee refunds for significantly delayed or cancelled flights, effective from 30 October 2024, and affecting all flights to/from the US, regardless of where the journey started or where the ticket was purchased.
The new US air refund rule applies to any journey to/from or transiting the US, including connections from New Zealand, Australia, the Pacific Islands, UK/Europe or Canada, if part of the same ticket.
International flights delayed by six hours or more and US domestic flights delayed by three hours or more now qualify for an automatic refund from the airline.
The small print
Passengers are now entitled to a full refund of unused fares, taxes and ancillary fees if their US international or domestic flight is cancelled or significantly changed. This includes delays over six hours, additional connections, cabin downgrade or departure from a different airport.
The new US air refund rules require airlines to provide refunds for significant changes, such as a flight time shift of more than six hours, airport changes, added connections or if accessibility for disabled passengers is reduced.
In addition, airline passengers are eligible for a refund on checked baggage fees if their international flight is delayed for more than 15 hours (for flights under 12 hours) or 30 hours (12-hour-plus flights).
Refunds will also be issued if paid services, such as seat selection, inflight Wi-Fi, inflight entertainment or other ancillary products, are not provided or unavailable during the flight.
Under the latest guidelines, airlines must provide refunds automatically in the original payment method (not in airline credit or vouchers) without passengers specifically requesting them.
Airlines and ticket agents are also required to complete the refund within seven days for credit card purchases and 20 days for other forms of payment.
While some elements have been in effect since May 2024, all policy provisions are now implemented.
