US airlines are beginning to cancel flights and expand travel waivers as a major winter storm threatens to disrupt air travel across much of the country heading into the weekend.
Meteorologists said that starting Friday and lasting through the weekend, heavy snow, sleet, and freezing rain will bring dangerously cold temperatures across the country, from the Southwest to New England
The National Weather Service warned that more than 230 million Americans are at risk from the storm, which ranks among the most significant of the winter season. Major metro areas in its path include Dallas, Austin, Oklahoma City, Nashville, Atlanta, Charlotte, Washington, DC, Baltimore, Philadelphia, New York City, and Boston.
Delta Air Lines said Thursday it is canceling flights at airports in Texas, Oklahoma, Arkansas, Louisiana, and Tennessee, citing safety concerns as heavy snow, sleet, and freezing rain move into the region.
The airline said it is also adjusting staffing levels, including deploying cold-weather specialists from northern hubs to support deicing and ground operations at airports such as Atlanta, Birmingham, Huntsville, Knoxville, and Nashville.
American Airlines has not announced any preemptive cancellations as of Thursday, but said it is waiving rebooking fees for travelers flying to or from 35 eligible airports between January 23 and January 25.
Other major carriers have also rolled out travel waivers. Southwest Airlines is offering free rebooking at 46 airports for travel between January 23 and January 26, United Airlines has dropped rebooking fees at 35 airports for customers traveling from January 24 to January 26, and JetBlue is waiving fees for travelers at 11 affected airports over the same period.
Here is the best advice for what to do if your flight is disrupted.
1. Know your rights as an airline passenger in the US
According to the Department of Transportation, there is no law requiring US airlines to compensate passengers for disruptions caused by uncontrollable events, such as weather. That also includes air traffic control delays.
The only rule carriers must follow is to refund customers for cancellations, even for non-controllable events. And that does not mean travel credits or vouchers — it must be cash, and includes any add-ons, such as bags or seats.
But carriers do not owe meals, hotel rooms, or financial compensation for storm-related cancellations or delays — because the cause is the weather, not the airline.
Passengers are still entitled to a refund or rebooking on the same airline, but carriers are not required to provide additional accommodations or rebook on another airline.
If you choose to travel but your flight is delayed or canceled, ask the airline for the reason — ideally in writing — so you know what you’re entitled to. Airlines have different policies for disruptions they control, like crew or maintenance issues.
The DoT’s Airline Customer Service Dashboard — launched in 2022 — shows what the 10 largest US airlines promise in those cases, including rebookings, meal vouchers, and hotel accommodations.
2. Monitor your airline’s app for rebooking options
When a flight delay or cancellation is announced, expect people to flock to the nearest customer service line for assistance, and for the phone lines to clog.
Wait times can be painfully long, and the best alternatives will likely go quickly. However, some airlines offer the option to rebook on their website or mobile app and waive any fees, making it sometimes easier to make changes online than in person.
If all available options are exhausted, have a plan B, such as waiting to speak with a live agent, contacting the airline through social media, or booking a hotel for the night.
Direct messaging on Facebook or Twitter can actually serve as a virtual placeholder, and you may hear back via chat before speaking to a live agent.
Here are the phone numbers for each airline:
- Alaska: 1-800-252-7522 or text 82008
- Allegiant: 1-702-505-8888
- American: 1-800-433-7300
- Avelo: 1-346-616-9500
- Breeze: No phone number to call, but you can text the airline at 501-273-3931. If you call this number, it’ll tell you different ways to contact Breeze, like via email or Facebook Messenger.
- Delta: 1-800-221-1212
- Frontier: No phone number. The best way to contact Frontier is via online chat or email.
- JetBlue: 1-800-538-2583
- Southwest: 1-800-435-9792
- Spirit: 1-855-728-3555
- Sun Country: 1-651-905-2737
- United: 1-800-864-8331
3. Ask for a hotel or meal voucher
For controllable delays or cancellations that result in a customer waiting at least three hours for a new flight or requiring an overnight stay, several airlines will offer meal or hotel vouchers.
Carriers offering both are Alaska Airlines, Allegiant Air, American Airlines, Delta Air Lines, Hawaiian Airlines, JetBlue Airways, Southwest Airlines, Spirit Airlines, and United Airlines, per the DoT dashboard.
Frontier Airlines is the only carrier that does not offer accommodations in the event of an overnight delay or cancellation, but it will provide a meal voucher.
For US airlines not listed on the dashboard, or in cases where the disruption is uncontrollable (like because of a winter storm), or if the compensation is unclear, simply ask.
It never hurts to request a meal or hotel during flight disruptions, and you might get lucky with a goodwill gesture from the carrier.
4. Check if your credit card company offers travel insurance
Several major banks offer credit cards with travel insurance, such as Chase’s Sapphire Reserve and American Express’ Platinum Card. Both offer trip protection, meaning customers who purchased their flights with those cards can reap the benefits.
For example, during a major storm system, it’s likely many passengers will end up stranded in random cities across the US.
However, banks with travel insurance included can reimburse cardholders for unexpected expenses outside their control, including hotel, meal, and transportation costs.
Travel insurance does not apply in all circumstances, like short delays, so be sure to check your policy before making a claim — but it also doesn’t hurt to make the claim anyway, even if the answer is no.
5. Know when to walk away
During the holidays, it’s easy to lose sight of your purpose — seeing friends and family or simply getting away from home for a few days.
However, delays and cancellations are inevitable. Don’t spend all day sitting around waiting — give yourself a cut-off time. Once that moment passes, consider alternative means of getting to your destination, such as driving or taking a bus or train (which may also be covered by travel insurance).
If you are stuck in another city and have no other option but to stay in a hotel or wait at the airport, decide how you want to spend your time and make a plan.
Editor’s note: This article was originally published in 2023 and has been updated.
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