If your flight is canceled, you have rights. 5 On Your Side breaks down how newly-established passenger protections affect travelers.
The new protections come after a global cyber outage that canceled thousands of flights and left passengers stranded at airports for days at airports across the country.
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On Tuesday morning, U.S. Transportation Secretary Pete Buttigieg posted on X, saying the U.S. Department of Transportation (DOT) has opened an investigation into Delta Air Lines. Specifically, Buttigieg said the DOT wants to make sure the airline is following the law and newly-established passenger protections.
Flight canceled? Know your rights
The protections mean that if a passenger's flight is canceled, they can get a refund if they choose not to travel. It also means passengers get a refund if their flight is significantly delayed.
Additionally, baggage fees are supposed to be returned if a passenger’s bags are lost.
Buttigieg’s post on X also instructed airline passengers to try and resolve problems directly with the airline first. If that doesn’t work, then file a complaint with the DOT.
The DOT also has a list on its website of what different airlines are committed to do for passengers in case of a problem.
Delta Air Lines is still trying to recover from the worldwide computer outage last week. On Wednesday morning, 31 flights were delayed and three were canceled at Raleigh-Durham International Airport. More than 100 other flights are affected across the country.
Delta's CEO apologized to passengers who have been stranded for days, adding Delta is fully cooperating with the DOT investigation.
Customer explains travel woes to 5 On Your Side, recovers $1,169
Cary resident Kim Nation said she and her family had no option but to take a 13-hour train ride from Orlando to Raleigh. The flight the Nations were supposed to take got canceled.
"Y'all helped me get my money back," Nation told 5 On Your Side.
Nation tagged WRAL News on social media after she said Delta Air Lines told her that she'd only be given a voucher for the canceled flight rather than a cash refund.
"She told me I could have miles or an e-credit," Naton said of the Delta representative.
It would have violated a U.S. Department of Transportation rule requiring automatic refunds when an airline cancels and Delta's own policy.
WRAL 5 On Your Side pointed this out to a Delta spokesperson. Also, 5 On Your Side helped walk nation through the process again. It helped her get $704 refunded back into her account.
Due to the cancelation, Naton's family had to pay for two extra nights in an Orlando hotel. Delta didn’t provide a lodging voucher. WRAL 5 On Your Side directed Nation to Delta's website to fill out a reimbursement form. She got back the $381 she spent on hotels.
"I don’t know what you did but you did it," Nation side.
In all, WRAL 5 On Your Side helped Nation recover $1,169.