Expert: Roberto Gomes - 7/30/2005

Question
I booked a non-stop flight that was cancelled and I was then given a direct flight(for clarity it is where you land in another airport, hang around, and are put on the plane again to your original destination).

Since I paid for a non-stop flight shouldn't I have been compensated in some way? Do I have the right to refuse the alternate flight for a full refund?

The duration of the rescheduled flight was 5 hours as opposed to 3.5 hr flight I originally booked and my arrival was over an hour later than non-stop flight that I had hoped for. Maybe I am whining but what incentive do airlines have not to do this to people?

Answer
Dear Greg,

There are no U.S. federal regulations that require any compensation for a delayed or cancelled flight if that cancellation is due to circumstances beyond the airline's control. Weather delays fall under this category. For other kinds of delays and schedule interruptions, each airline has its own policies on offering compensation for a passenger. Those policies are either included with the paperwork associated with your ticket, or are available from an airline's airport offices or ticket offices. Typical compensation offered for a delayed flight may range from meals to hotel accommodations. When faced with a delay, either review the airline's policy or obtain a copy of the policy to see what compensation you can request.

If you kept all receipts for expenses caused by your delay due to the flight cancellation, no matter what their rules say, you can always make an appeal to the airline's customer service department. Send copies of the receipts and keep the original receipts. Even though, your airline may not be required to give compensation, they still may provide you with something to keep you a happy customer.

Best Regards,
R.Gomes