An overview of your rights when confronting an airline, including dealing with oversold, delayed and canceled flights; lost luggage; and the customer service plan.
When you buy a plane ticket, that ticket is technically a contract between you and the airline. The airline has an obligation to get you and your luggage in as timely and as safely a manner as possible to your destination. You, as the purchaser, also have certain rights, as far as being given accurate information, being protected in the event of a flight delay or cancellation, or in the event of the airline losing your luggage.
Many of these rights date back to 1999, when a far reaching customer service plan for the airlines was implemented by the Department of Transportation. The plan was designed to generally try to give air travelers a better deal, and to keep them more informed. You can request a copy of the customer service plan from your airline, or find a list of your rights as a passenger on airlines' websites, on your ticket jacket or posted at the airport.
Even before you arrive at the airport, you have certain rights as far as the information that is given to you by your airline. If you call your airline or buy tickets on line, you have the right to be given the lowest fare available for your specific dates and times of travel. If you book a ticket and put the reservation "˜on hold' at a certain price, that price is always guaranteed until the next day. You also have the right to know the rules on your ticket - whether it is refundable, what the charge is for changing the itinerary, etc. Your pre-reserved seat is a courtesy and is never guaranteed - the airline has the right to change your seat assignment, although this doesn't often happen.
Your airline must also inform you whether the flight you are on is actually operated by another airline (a common practice known as "˜codesharing') and what type of plane you are flying on - many people don't like to fly on propeller planes; sometimes referred to as "˜regional' or "˜commuter' service. And you can also find out from your airline the average "˜on-time' statistics for your particular flight - you will need to ask as this information is generally not volunteered.
In these days of overcrowded skies and congested airports, the most common problem you are likely to encounter when flying is a flight delay. If the delay is minor, you have no rights as far as compensation. Technically the airline is allowed to change their schedule - their responsibility then is to get you to your destination as close to the original scheduled time as possible. If the delay is significant (usually more than an hour) you can reasonably ask to be put on another flight that might arrive sooner, or on a flight with another airline. In airline jargon, protecting you on another flight due to a delay when flying domestically is known as "˜rule240'; if flying overseas, this is known as "˜rule 80'. If your flight is not cancelled but there has been a "˜schedule change' - a change in flight times - you can also ask for your money back even on a non-refundable ticket if you don't like the schedule change. In this scenario, you would not usually get any other compensation.
Your rights in the event of a delay may also depend on whether the delay was caused by weather problems (considered to be beyond the airline's control) or a mechanical malfunction - your airline can advise you of your options. If you are traveling to a destination where there is only one flight a day, and the flight is cancelled, you may have no other choice than to travel tomorrow. In this case you are generally entitled to meal and hotel vouchers.
Oversold flights are another occasional problem. Airlines routinely oversell their flights as some passengers usually don't show up for the flight. When making, or confirming a reservation, you have the right to be told if your flight is oversold or not. If everybody does show up for the flight, nobody is "˜bumped' from the flight without the airline first asking for volunteers. If you are bumped due to an oversold flight, you have certain rights under federal law: The airline has to offer you a confirmed seat on the next flight leaving within a reasonable time; if they cannot do this you are entitled to a full refund. If you volunteer to be bumped, you generally get a seat confirmed on another flight (not necessarily the next one) as well as a voucher to be used against a future flight.
Make sure you check in on time according to the requirements of your airline, if you check in late at the ticket counter or departure gate, then you are exempt from any compensation and can be bumped at will. Ask your airline what their check in time requirements are, as different airports or destinations may have different requirements. If you miss your flight, most airlines allow you to fly standby on a later flight that same day without any additional charge.
If you make your flight without any delays, what about your luggage? Most luggage is not actually lost - just delayed. If your luggage does not reach your destination with you, you may be entitled to compensation; it depends on the extent of the delay - most airlines will start to compensate you after 24 hours. It also depends on whether you are at home or somewhere else - if you are at home without your luggage, the airline's view is that you don't need as much compensation. If your luggage is never found, you are entitled to financial compensation up to the value of the goods inside.
Liability for damaged bags is also an option, although it generally doesn't cover everyday wear and tear of your luggage. You are not entitled to compensation for loss or damage to your carry on bag or items. Ask your airline what the size and weight limitations are for luggage, so you don't get caught with excess luggage charges - these limitations can vary according to your destination, type of aircraft and the time of year you travel.
