This Tool Will Tell You Exactly How Much An Airline Owes You When Your Flight Is Canceled Or Delayed

An interactive website from the Department of Transportation helps empower travelers who face flight disruptions, so they don’t miss out on refunds they’re owed.

What you receive as compensation for a canceled flight depends on the airline. A handy tool makes the details easy to find. Photo by Shutterstock

If you’ve ever been stranded at the gate with a canceled flight and an apologetic agent, wondering if you’re entitled to more than vague promises that the airline will “make it right,” there’s a tool that can help—and fast.

In September 2022, following a summer of sweeping travel-related chaos, the U.S. Department of Transportation (DOT) launched a website to better arm travelers with information about what they’re owed for flight cancellations and delays. Though there have been many changes across the government since the newest administration has taken office, this interactive dashboard, known as the Aviation Consumer Protection website, remains. It offers travelers a little transparency—and frankly, accountability—around how airlines handle delays and cancellations.

Here’s how to figure out what airlines owe you for delayed or canceled flights, in 20 seconds or less.

How the Aviation Consumer Protection website works

The Airline Customer Service Dashboard is available on the Department of Transportation website—though you can reach it fastest by going to FlightRights.gov, where you’ll automatically be redirected. Once there, scroll down until you see Flight Delays & Cancellations and click the icon.

The tool is meant to help travelers find easy-to-read, comparative information on what kind of refunds or compensation their airline owes them when there is a cancellation or delay, per a letter former Transportation Secretary Pete Buttigieg sent to the 10 largest U.S. airlines in mid-August 2022, before the rollout of the dashboard.

The dashboard compares all the major domestic airlines’ policies on various issues, including which airlines offer meals for delays of more than three hours and which offer to rebook flights on the same or different airlines at no additional charge. As of the time of reporting, all 10 airlines offer meal vouchers when a cancellation results in passengers waiting for three or more hours, and all airlines will rebook passengers on the same airline at no additional cost. Only Alaska, American, Delta, Hawaiian, JetBlue, and United will rebook on a partner airline; Allegiant, Frontier, Southwest, and Spirit will not.

Of all the airlines, Alaska and Hawaiian offer the most generous commitments. Each grants complimentary hotel accommodations for passengers affected by an overnight cancellation, transportation to and from that hotel, and a travel voucher and/or frequent flyer miles when a cancellation results in a passenger waiting three or more hours from the scheduled departure time. For its part, Frontier offers the least—just a meal voucher and a rebooking on the same airline.

It’s worth noting that the dashboard only focuses on what it calls “controllable” cancellations or delays—meaning those caused by mechanical issues, staffing shortages, or delays in cleaning, fueling, or baggage handling. Delays or cancellations caused by weather or security concerns do not count. Still, with this information, you can be fully armed with the facts as you converse with an airline agent. No more settling for $10 to use on overpriced granola bars at an airport Hudson Book when you’re entitled to a hotel room.Why was the Aviation Consumer Protection website created? The dashboard was only recently introduced in the U.S., while in Europe, air passenger protections have been in place for years. Under EU regulations, travelers are often entitled to standardized compensation for delays, cancellations, or denied boarding—benefits that go well beyond what most U.S. airlines are currently required to offer. While the DOT’s dashboard didn’t create new legal obligations, it is a significant shift toward transparency in a country where passenger rights have long been less defined.

Why was the Aviation Consumer Protection website created?

The dashboard was only recently introduced in the U.S., while in Europe, air passenger protections have been in place for years. Under EU regulations, travelers are often entitled to standardized compensation for delays, cancellations, or denied boarding—benefits that go well beyond what most U.S. airlines are currently required to offer. While the DOT’s dashboard didn’t create new legal obligations, it is a significant shift toward transparency in a country where passenger rights have long been less defined.

The dashboard was part of an extended pressure campaign from Buttigieg, who, during his tenure in the Biden administration, publicly challenged the major carriers to improve service and transparency—particularly after a summer marred by cancellations and flight delays.

Buttigieg called the level of disruption Americans experienced that summer of 2022 “unacceptable.” He cited data for the first half of the year, noting that 24 percent of flights originating in the United States had been delayed and another 3.2 percent had been canceled. For context, during the entirety of 2022, 20.46 percent of flights were delayed by at least 15 minutes, a number that increased to 20.48 percent in 2024, according to the most recent Bureau of Transportation statistics. Canceled flights, however, dropped from 2.69 percent in 2022 to 1.36 percent in 2024, almost the lowest number in a decade, which, at the time, the DOT attributed to increased attention from regulatory bodies and a stronger emphasis on airline accountability.

The new tool, Buttigieg said in a statement in 2022, would help travelers “easily understand their rights, compare airline practices, and make informed decisions.”

Current DOT rules require domestic airlines to offer customers refunds for canceled flights. However, what customers are owed for delayed flights hasn’t always been easy to discern, even though the information is federally required to be a part of airlines’ Customer Service Plans.

“When passengers do experience cancellations and delays, they deserve clear and transparent information on the services that your airline will provide, to address the expenses and inconveniences resulting from these disruptions,” Buttigieg said.

At a minimum, the DOT asks that airlines provide meal vouchers for delays of more than three hours and lodging for passengers who have to wait overnight at an airport because of disruptions within a carrier’s control.

“Regardless of the cause of the delays or cancellations, the Department expects airlines to provide timely and responsive customer service during and after periods of flight disruptions,” Buttigieg said.

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These U.S. Airlines Leave The Most Passengers Stranded

• AirHelp analyzed the number of flight cancellations for the biggest airlines in America
• In the U.S., airline cancellations affected more than 13.5 million passengers this year   
• More than four million passengers were affected by American Airlines cancellations in 2019

 Which airlines leave the most passengers stranded on the ground? The world’s leading advocate for air passengers, AirHelp, investigated this topic and analyzed all flight cancellations of the largest airlines in the United States between January 1, 2019 and November 30, 2019.

According to AirHelp’s analysis, a stunning number of passengers experienced a flight cancellation during this period. At American Airlines alone, more than 4,500,000 people were affected by flight cancellations this year. Southwest Airlines also kept many passengers on the ground in 2019: more than 3,630,000 in total. United Airlines lands in third place with approximately 2,200,000 passengers affected.

These are passenger rights

Christian Nielsen, Chief Legal Officer at AirHelp, explains what passengers need to know when faced with a cancellation:

“Already, more than 13.5 million passengers in the United States were affected by a flight cancellation in 2019, and there will definitely be more cancellations throughout the U.S. this winter.

A canceled flight can quickly ruin a whole trip - especially if affected passengers are informed about a flight problem too late and are left without options to re-book their trip. Passengers on flights that took off in Europe on any airline, or that landed in the EU on an airline that is headquartered in the EU, are protected by the EU law EC 261 that covers passengers in the event of cancellations. Passengers who are not on a European flight may still consider checking their compensation eligibility under a separate law, the Montreal Convention.

Under the Montreal Convention, a regulation ratified by more than 120 nations, airline passengers have certain rights to compensation on international flights between participating countries for flight disruptions. If travelers miss a prepaid reservation, have to pay for an extra night at a hotel, or rack up any other unforeseen expenses due to air travel problems, they can get reimbursed as long as the disruption was not caused by extraordinary circumstances and they can prove their expenses. In order to receive compensation, travelers must prove that they suffered damages, as being late is not enough to warrant compensation.

AirHelp advises travelers to claim all possible compensation from the airlines and have successfully assisted passengers with understanding their rights and claiming the money they are owed for more than six years. If necessary, we also go to court on behalf of consumers.”

Flight cancellations and delays may entitle passengers to compensation of up to $700 per passenger under EC261:  the amount of compensation is calculated based on the distance traveled. Eligibility for compensation depends on the actual length of a traveler’s delay and the reason for the canceled or delayed flight. Affected passengers can enforce their compensation claim retroactively for on average up to three years after their flight date.

For cancellations caused by extraordinary circumstances such as severe weather or medical emergencies, the operating airline may be exempt from owing compensation.

About AirHelp

AirHelp is the world’s largest organization specializing in air passenger rights. The organization helps travelers get compensation for delayed or canceled flights and in instances of denied boarding. The company also takes legal and political action to support the growth and enforcement of air passenger rights worldwide. AirHelp has aided more than 16 million people, is available in 35 countries and has more than 750 employees. To find out more, visit: https://www.airhelp.com/en/.

When Flying With Kids, They Are Also Entitled To Flight Compensation In The Event Of A Flight Disruption

When traveling with kids they are also entitled to compensation in the event of flight disruptions.  AirHelp, the world’s leading air passenger rights company, has provided the below tips so you can make sure your trip goes smoothly, and that you get the money you deserve if that isn’t’ the case.

• Your family is entitled to receive food and drinks. When you are stuck at the airport waiting for your flight, the airline must provide you – and your children! - with food and refreshments. Make sure to keep all receipts, as some airlines reimburse you for any meals purchased during the disruption.
• Your family is entitled to free accommodation and airport transport. During lengthy delays or cancellations where overnight accommodation is necessary, the airline must provide you and your family free accommodation as well as free transport to and from the airport.
• Your child is entitled to the same amount of compensation as an adult. Even if your child’s plane ticket is only a fraction of the cost of that of an adult, he or she is still entitled to the full compensation amount. The amount of compensation that you receive is dependent on the distance of your flight, and the length of the delay — NOT the amount you paid for the ticket. This means if you are flying to the EU on an EU airline and experience a disruption eligible under EC 261, everyone in your family may be able to claim up to $700 in compensation.
• When flying with kids, they are entitled to flight compensation too. One of the most important things to remember when you are flying with a small child is that your child is entitled to flight compensation in the event of a flight disruption. 
• • But what about flying with a lap infant? Babies often travel on their parents' laps at a reduced infant fee. When flying with an infant aged 2 years and below, most airlines will charge a fee between 10% to 15% of the adult airfare, plus taxes and an extra fee for an infant seat belt.
• • For years, airlines have been refusing to compensate infants, arguing that because they don't occupy a seat, there is no compensation to pay. This changed in 2017, however, when AirHelp won a lawsuit against Thomas Cook Airlines, creating a legal breakthrough in the EU.