Delta flight canceled? Yes, you are entitled to a refund under federal rules

TAMPA, Fla. — For the fifth straight day, Delta Air Lines is facing significant disruptions to its operations in the wake of Friday’s global tech outage.

While most businesses and airlines impacted by the bugged CrowdStrike software update have largely recovered, delays and cancelations continue to pile up for Delta – stranding tens of thousands of frustrated passengers.

Delta has canceled more than 5,500 flights since the outage started early Friday morning.

The U.S. Department of Transportation (DOT) has now launched an investigation into the airline over the widespread disruptions and “reports of concerning customer service failures.” Delta said in a statement it "is fully cooperating."

“Delta teams are working tirelessly to care for and make it right for customers impacted by delays and cancellations as we work to restore the reliable, on-time service they have come to expect from Delta,” the airline said in a statement.

But what are passengers entitled to in situations like this?

THE SOURCES

• Better Business Bureau (BBB)
• U.S. Department of Transportation (DOT)
• FlyersRights, a nonprofit organization that advocates for airline passengers’ rights and interests
• Refund policies from Alaska, United, Delta, American and Southwest airlines

THE QUESTION

Can you get a full refund if your flight is canceled?

THE ANSWER

Yes, you can get a full refund if your flight is canceled and you choose not to travel, even for nonrefundable tickets. Airlines can issue a credit or travel voucher instead of a cash refund. 

WHAT WE FOUND

The DOT says customers are entitled to a refund if an airline cancels their flight, regardless of the reason, and the customer chooses not to travel. Customers can also get a refund if their flight is significantly delayed or there is a “significant schedule change.”

Airlines can issue a credit or travel voucher as a refund. These same policies apply to nonrefundable tickets.

VERIFY looked at refund policies for Delta.

Delta’s website says the airline will rebook you on an alternative flight or convert your ticket into a credit for future travel in the event of a cancellation or significant delay. Under the airline’s policy, you can request a cash refund if the issue was within its control.

DOT determined the delays and cancellations resulting from the system outage are “controllable.”

VERIFY also looked at refund policies of other major airlines in the U.S., including United, Alaska, American, Southwest and Spirit. 

United Airlines offers a travel credit or refund upon request for customers who choose not to travel after their flight is significantly delayed or canceled. Alaska Airlines also says customers can choose to reschedule their flight for another day or refund their ticket. 

American Airlines says travelers are entitled to a refund if there is a same-day flight change or standby. 

If you purchased a nonrefundable “Wanna Get Away” ticket from Southwest Airlines, it will be converted to a travel credit that you can use for a future flight, the airline says. “Business Select” and “Anytime” flights on Southwest are refundable in the event of a cancellation.

Spirit Airlines says on its website that under federal law, travelers are “entitled to a full refund if your flight is canceled by the airline and you are rebooked on a later date or if you opt not to fly.” 

The Better Business Bureau (BBB) says consumers are always entitled to a full refund if their flight is delayed or canceled, and “are not obligated to accept vouchers and may insist on a full refund instead.”

Automatic refunds coming

New federal rules set to take effect in the fall will make cash refunds automatic. These new rules ensure that passengers won’t have to jump through hoops to request a refund to get it. Airlines can provide refunds in the form of vouchers or travel credits only if the passenger chooses.

These refunds must be issued automatically “without passengers having to explicitly request them or jump through hoops,” the DOT says.

Refunds must also be issued within seven days if someone used a credit card to purchase their ticket and within 20 days for “other payment methods,” according to the DOT.

Airlines will still be allowed to offer another flight in the event of a delay or cancellation.

THE QUESTION

Are airlines required to compensate you for food or lodging if your flight gets delayed or canceled?

THE ANSWER

No, airlines are not legally required to compensate you if your flight gets delayed or canceled. However, some airlines do offer meal vouchers or hotel reimbursements.

WHAT WE FOUND

Airlines do not guarantee their schedules. Bad weather, air traffic delays, mechanical issues and staffing shortages can, and do, often lead to delays and canceled flights.

In the United States, airlines are not legally required to compensate passengers for food or lodging when their flight is delayed or canceled, according to DOT.

Some airlines have their own policies. Following the latest travel disruptions Delta committed to offering customers reimbursement for hotels, meals or grand transportation “while in transit during this operational disruption.”

Efforts in Congress to mandate airline compensation have failed.

A recent proposal called the Passengers’ Bill of Rights would’ve, among other things, required airlines to provide refunds and alternative transportation for flights delayed between one and four hours. Beyond that, it would’ve required airlines to cover the cost of meals or hotels for flights delayed by more than four hours.

When it comes to getting money from the airline to cover a hotel or food because of a delayed or canceled flight, the BBB recommends booking with a credit card that offers trip protection or travel insurance since airlines aren’t required to reimburse you for those types of expenses.

Filing complaints

Passengers can file complaints directly with Delta on the airline’s website. The Department of Transportation also fields air travel service complaints.

“While you should first try to resolve issues directly with the airline, we want to hear from passengers who believe that Delta has not complied with USDOT-enforced passenger protection requirements during the recent travel disruptions. We will follow up,” Transportation Secretary Pete Buttigieg posted Tuesday on X.

The agency records complaints in a database to spot trends that may inform future rulemaking.

VERIFY's Megan Loe, CBS News contributed to this report.