If you’ve ever been stuck at the gate with a cancelled flight and an apology agent, and are wondering if the airline is entitled to make the vague promise to “make it right,” there are some useful tools out there.
In September 2022, following a summer of travel-related disruptions, the US Department of Transportation (DOT) launched a website for better armed travelers, with information on what is being paid for flight cancellations and delays. Although many changes have been made throughout the government since the latest administration took office, this interactive dashboard, known as the aviation consumer protection website, remains. It provides travelers with a bit of transparency and frankly accountability, and explains how airlines handle delays and cancellations.
Here’s how the airline can figure out what you owe for a flight that was delayed or cancelled within 20 seconds:
How the Airlines Consumer Protection Website Works
The Airline Customer Service Dashboard is available on the Department of Transportation website. However, you can get the fastest access by going to flightrights.gov. Once there, scroll down until you see flight delays and cancellations and click on the icon.
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The dashboard compares the policies of all major domestic airlines on a variety of issues. This will allow the airline to serve meals more than 3 hours late and rebook flights on the same or different airlines at no additional charge. At the time of reporting, all 10 airlines will provide meal vouchers when cancellations are waiting for more than three hours, and all airlines will rebook passengers on the same airline at no additional cost. Only Alaska, America, Delta, Hawaiian, JetBlue and United will rebook with their partner airlines. Not Allegiant, Frontier, Southwest, and Spirit.
Of all airlines, Alaska and Hawaiian offer the most generous commitment. For passengers affected by passengers affected by each hotel, back and forth by passengers affected by frequent flyer miles, each hotel accommodation will grant travel vouchers and/or freak flyer miles when waiting for more than three hours from the scheduled departure time for cancellation. For that part, the frontier offers the least. Re-booking with the same airline as the meal voucher.
Note that the dashboard focuses only on what is called “controllable” cancellation or delay. This means that it is caused by mechanical problems, understaffing, or delays in cleaning, fueling, or baggage handling. Delays or cancellations caused by weather or security concerns will not be counted. Still, this information will allow you to fully arm the facts when you talk to an airline agent. When you are eligible for a hotel room, you will not calm $10 for use in an expensive granola bar in the Airport Hudson book.
Why was the Aviation Consumer Protection website created?
Dashboards were introduced in the US very recently, but in Europe, airline protection has been implemented for many years. Under EU regulations, travelers are often entitled to standardized compensation for delays, cancellations, or nemed boarding, which is far beyond what many US airlines need to offer now. DOT’s dashboard did not create new legal obligations, but it is a major shift to transparency in the country where passenger rights have long been undefined.
The dashboard was part of an expanded pressure campaign from Buttigieg. During his tenure in the Biden administration, he publicly challenged major airlines to improve service and transparency, particularly after the summer was eroded by cancellations and flight delays.
Buttigieg called the level of confusion experienced by Americans in the summer of 2022 “unacceptable.” He cited data from the first half of the year, noting that 24% of flights sent in the US were delayed and an additional 3.2% were cancelled. In the context, for the entire year 2022, according to the latest Bureau of Transport Statistics, 20.46% in 2022 was at least 15 minutes behind, and increased to 20.48% in 2024. However, cancelled flights fell from 2.69% in 2022 to 1.36% in 2024. This is DOT due to increased attention from regulatory agencies and strong emphasis on airline accountability at the time.
Buttigieg said in a 2022 statement that the new tool will help travelers “understand their rights easily, compare airline practices, and make informed decisions.”
Under current DOT rules, domestic airlines must provide customers with refunds for cancelled flights. However, it was not always easy to have unpaid for a customer delayed flight, even if it had to be part of an airline’s customer service plan.
“When passengers experience cancellations and delays, they deserve clear and transparent information about the services offered by the airline to address the costs and inconveniences that arise from these disruptions,” Buttigieg said.
At the very least, DOT is asking airlines to provide meal tickets for accommodation to passengers who have to wait overnight at the airport due to delays of more than three hours and disruption within carrier management.
“Regardless of the cause of delays or cancellations, the department expects the airline to provide timely and responsive customer service during and during flight disruptions,” says Buttigieg.
This article was originally published on September 1, 2022 and updated on April 7, 2025 with new information.
