Travelers faced massive disruptions at airports worldwide on July 19, 2024, due to a global computer outage that grounded flights from major airlines, including United, Delta, and American Airlines. The outage triggered delays and chaos, particularly at Ronald Reagan National Airport in Arlington, Virginia.
Eric Napoli, Chief Legal Officer at AirHelp, described the situation as “mass chaos,” highlighting the widespread impact on flights. Passengers affected by these disruptions may be entitled to refunds, hotel stays, or meal vouchers, but this largely hinges on individual airline policies.
U.S. Department of Transportation regulations state that airlines must refund customers for canceled flights if they opt not to rebook or accept a flight voucher. These refunds apply even to non-refundable tickets. Starting October 28, a new rule will mandate airlines to promptly pay refunds for significant delays, defined as three hours for domestic and six hours for international flights.
However, customers affected by this July outage may find claiming refunds cumbersome, especially if they booked through third-party websites. Expedia, for instance, reported high call volumes and long wait times due to the outage.
While federal guarantees for meal and hotel compensation are limited, airline-specific policies often cover these additional expenses. The Transportation Department emphasizes that airlines must adhere to their promises regarding rebooking and compensation for significant delays.
The debate continues over whether the global IT outage is a “controllable” event, which affects the type of compensation airlines must provide. Cybersecurity firm CrowdStrike experienced a disruption that impacted numerous firms, including airlines. Opinions differ on whether such vendor-related failures fall under the airlines’ control.
Travelers should keep receipts for unexpected expenses like lodging and meals to support compensation claims. This situation serves as a reminder to stay informed about airline policies and save all documentation related to travel disruptions.
Original Story https://www.cnbc.com/2024/07/19/global-it-outage-what-to-know-about-airline-refunds-delays.html
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