This DOT Tool Can Help You Make Sense Of All The Confusing Airline Cancellation Policies

There's little that's more inconvenient and frustrating than realizing your flight is delayed, or worse, cancelled. To say the least, it can be quite disorienting — derailing your vacation plans, straining business trips, or even costing you unplanned expenses. As if that's not enough, airline cancellation policies can be difficult to navigate, leaving customers confused about what to do when a flight gets cancelled. And adding to the confusion, each airline has its own specific cancellation terms, especially when the fault lies with the airline.

As a way to ease this confusion, the Department of Transportation (DOT) launched the Airline Cancellation and Delay Dashboard (part of its Airline Customer Service Dashboard) in September 2022. This tool lays out airline commitments regarding "controllable" cancellations and delays, meaning they are within the airline's control. Its main goal is to allow travelers to see at a glance which specific airlines promise what compensations — whether rebooking, lodging, meals, and more — in case the disruption is caused by the airline.

For context, the COVID-19 pandemic caused many flight cancellations, leading to a deluge of complaints to DOT, especially about refunds. In 2021, airlines still owed passengers more than $10 billion in refunds for flights canceled in 2020. As airlines began to recover, a 2023 report from the U.S. Government Accountability Office (GAO) confirmed that flight cancellations and delays continued to rise in 2021 and 2022, and were largely caused by maintenance issues or lack of staff — factors that are within airlines' control. These issues led to the release of the dashboard tool, which provides information that helps consumers understand the cancellation provisions of different airlines, so you can decide which carrier works best for you.

The DOT cancellation and delay dashboard typically uses a green checkmark and a red "X" to indicate what each carrier is willing to provide in the case of a controllable cancellation. The green check means the airline provides a certain service or amenity, while the red symbol means they're not committed to providing that service. Note, though, that the red "X" doesn't necessarily mean the concerned service cannot be offered at all. It only means that it's not guaranteed formally and is based solely on the airline's discretion. So be sure to check the symbols well to save yourself future headaches.

The dashboard recognizes two categories of airline response: controllable cancellations and controllable delays. Both cases involve issues that are directly within the airline's control, such as staffing or crew-related problems, maintenance or mechanical issues, and handling of baggage. Since weather and air traffic control delays are beyond the airline's power (examples of "uncontrollable cancellations"), they're not included.

With controllable cancellations or delays, travelers may be entitled to provisions like rebooking at no extra cost or meal vouchers, if you're waiting for a minimum of three hours for your new flight. You may even be offered lodging in a hotel, including ground transportation, if staying overnight becomes unavoidable. Still, it's important to understand that many of these promises may not kick in until after three hours or more.

The dashboard can be useful ahead of your trip. Before you book your flight, it's wise to see which airline has green checks in areas that are important to you. This helps to know if the airline you have in mind is worth trusting in case of disruptions. Take for example two or three airlines offering similar ticket prices; if one of them has green check marks across rebooking, meals, accommodation, and other reasonable areas, while the others have mostly red Xs, then the choice becomes easier. Simply opt for the airlines that provide the best customer service.

The dashboard also serves as a strong tool you can use for negotiation if your flight ever gets canceled or delayed and it's the airline's fault. Keep the dashboard on you as a reference point in case the airline says there's nothing it can do to help. Showing it to the airline staff can hold them accountable so you get the refunds or amenities you deserve.

Regardless, remember that you have other rights beyond the backing from the DOT dashboard. Under U.S. law, flight cancellations, and even major changes in flight schedule, make you entitled to a refund if you choose not to travel. It doesn't matter what the reasons for the disruption may be; your right to a cancellation refund is a certainty, while delay-related refunds are decided on a case-by-case basis. If your chosen airline fails to honor its commitments or denies you a refund, you can file a complaint with DOT's Office of Aviation Consumer Protection. In the meanwhile, learn how to get a refund from a booking site if your flight is cancelled.