How to get refunds, compensation for flights affected by global tech outage

Those who were left delayed or stranded due to the global IT outage Friday might be entitled to financial compensation.

The CrowdStrike outage forced airlines such as Delta, United and American Airlines to ground flights due to issues with communications, leading to “mass chaos” for travelers.

Globally, there were 46,013 total delays on Friday, the day of the outage, and 5,171 total cancellations, according to FlightAware . Domestically, there were 12,896 total delays 3,403 total cancellations within, into and out of the United States on Friday.

The mess trickled into Saturday , with 35,204 total delays worldwide and 2,881 total cancellations.

The Department of Transportation confirmed to USA Today that delays and cancellations caused by the outage are considered to be “controllable” by the airlines — which means that the airlines are held responsible for commitments made to customers when it comes to policies such as rebooking, vouchers and refunds.

Transportation Secretary Pete Buttigieg shared in a video on X, formerly Twitter, that individual airlines are responsible for taking care of their customers and passengers have specific rights . The Airline Customer Service Dashboard explains what air travelers are entitled to in so-called “controllable” cancellations and delays based on airline.

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“There is this kind of gray area where we’re at the mercy of what the airline’s policy is,” Eric Napoli, chief legal officer at AirHelp, told CNBC .

However, passengers are entitled to a refund of the ticket price plus fees if the airline cancels their flight, “regardless of the reason,” and they choose not to travel on an alternate flight, according to the DOT .

According to John Breyault, a travel expert at the National Consumers League, customers could get cash back on a canceled flight and decline an alternative refund method such as a rebooking or flight voucher.

Flights with “significant” changes are also eligible for refunds — though the DOT doesn’t clarify what is considered “significant.”

Passengers should file a claim with their specific airline for monetary compensation as soon as possible. For travelers who had flights affected by the outage, major airlines are offering travel waivers for flexibility — and some may be entitled to a meal voucher or meal cash.

If your travel plans were affected by the global IT outage, here’s what you’re entitled to, by airline:

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According to American Airlines Travel Alerts , waivers were issued for affected travelers covering all of its US hubs, and travel must be completed within “one year of original ticket date.”

Customers whose travel plans were affected can opt to rebook without fees, cancel or receive a refund.

Delta issued a travel waiver to enable passengers to make a change to their itinerary at no charge. The airline also said they would continue to offer meal vouchers, hotel accommodations and transportation where available, as well as providing impacted customers with Delta SkyMiles and travel vouchers.

Significantly impacted customers have been contacted via email with updates and guidance for submitting “eligible unexpected expenses” for reimbursement.

Customers also have the right to request a refund or opt to cancel their travel and receive an eCredit for the “unflown portion” of the trip.

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Spirit has outlined its Flexible Travel Policies in its travel advisories , noting that those with canceled flights have the option to receive a refund, reservation credit or to be rebooked on another Spirit flight.

If a flight was delayed by more than two hours, you can be rebooked on another Spirit flight, or receive a reservation credit or a refund. If a flight was delayed more than three hours, meal vouchers will also be provided.

For those whose flights were affected on Friday, July 19 and Saturday, July 20, fare differences are waived through July 27. Those affected on Sunday, July 21 have fare differences waived through July 28.

To receive a refund, passengers should scan the QR code available at the airport, text the airline directly at 833-417-5700 or visit www.spirit.com/help .

For United passengers affected from July 19 through July 21, you can reschedule your trip with waived change fees and fare differences.

However, the new flight must be a United flight departing between July 18, 2024, and July 25, 2024, and tickets must be in the same cabin and between the same cities originally booked.

A United spokesperson told USA Today that nearly all of the airline’s flights depart or arrive in one of the airports affected and covered by the waiver.

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