Holiday travel just got more complicated — and New York’s attorney general wants flyers to know they still have rights.
Attorney General Letitia James issued a consumer alert Dec. 24 reminding New Yorkers what airlines still owe passengers after the federal government rolled back key consumer protection rules tied to flight delays and cancellations.
James urged travelers to file complaints if their plans get disrupted, saying compensation may still be available in many cases.
Federal rollback, fewer guarantees
The U.S. Department of Transportation recently rolled back policies that had guaranteed compensation for certain delayed or canceled flights.
Even so, James said travelers remain entitled to refunds and other remedies under existing rules and airline commitments.
“As New Yorkers head to the airport for the busiest travel days of the year, my office is going the extra mile to make sure they are treated fairly,” James said.
When travelers can get refunds
According to the attorney general’s office, passengers may still qualify for compensation or refunds in several situations.
Travelers can receive a full refund within 24 hours of buying a ticket if the purchase happens more than seven days before departure. Most discount fares, however, remain non-refundable.
If an airline cancels a flight, passengers are entitled to a refund if they choose not to travel, regardless of the reason for the cancellation. Airlines cannot force customers to accept credits or vouchers instead.
Delays, overbooking, and baggage problems
Airlines must follow the promises outlined in their customer service plans, including care during controllable delays or cancellations.
If a flight departs within seven days, airlines must provide status updates within 30 minutes of learning about a change. Those updates must appear on airline websites, phone systems, and airport displays under the airline’s control.
Passengers bumped from overbooked flights may be entitled to compensation and must receive a written explanation of their rights.
Travelers can also get refunds for checked bag fees if luggage is declared lost or delivered late, including more than 12 hours late on domestic flights or up to 30 hours late on longer international trips.
How to file a complaint
James encouraged travelers to document disruptions and file complaints online with her office.
Passengers should keep booking records, flight details, and any correspondence with airlines or ticket agents.
New Yorkers can also contact the Office of the Attorney General by calling 1-800-771-7755.
James said her office has a long record of pushing for stronger airline protections, including supporting federal compensation rules and taking enforcement action against companies accused of misleading travelers.
FingerLakes1.com is the region’s leading all-digital news publication. The company was founded in 1998 and has been keeping residents informed for more than two decades. Have a lead? Send it to [email protected].