This summer saw near-record travel volumes, with airlines and the Federal Aviation Administration both facing staffing shortages that left many passengers stranded at airports due to delayed or canceled flights.
To help frustrated travelers, the U.S. Department of Transportation (DOT) launched a new dashboard that shows passengers the accommodations and amenities airlines have committed to offering in the event of flight delays or cancellations due to “controllable” reasons.
Airlines are already required to make some accommodations available — such as offering a refund for canceled flights — depending on the circumstances of the flight. But some airlines may offer additional accommodations, which are outlined in the dashboard.
When you’re planning your next trip, it may be helpful to consult the dashboard to see which airline will offer you the best accommodations in the event of a delay or cancellation.
To help you better understand the impacts of the dashboard locally, we’ve broken down the accommodations being offered by airlines with a presence at Raleigh-Durham International Airport — and determined which airlines are the most and least accommodating.
Here’s what to know.
Which airlines are included on U.S. DOT customer service dashboard?
The airline customer service dashboard includes 10 major domestic airlines.
Combined, the airlines and their “regional operating partners” make up “approximately 96 percent of the domestic scheduled passenger air traffic,” the dashboard website says.
The airlines included in the dashboard are:
- Alaska Airlines
- Allegiant Air
- American Airlines
- Delta Air Lines
- Frontier Airlines
- Hawaiian Airlines
- JetBlue
- Southwest Airlines
- Spirit Airlines
- United Airlines
All of the airlines except Hawaiian Airlines have a presence at RDU.
Accommodations listed on U.S. DOT customer service dashboard
The DOT’s dashboard lists several accommodations airlines have committed to offer passengers whose flights are delayed or canceled for “controllable” reasons, or “circumstances within the airline’s control.”
“A controllable flight cancellation or delay is essentially a delay or cancellation caused by the airline,” the dashboard website says. “Examples include: maintenance or crew problems; cabin cleaning; baggage loading; and fueling.”
For canceled flights, possible passenger accommodations airlines could commit to providing are:
- Rebooking a passenger on a new flight with the same airline at no additional cost.
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Rebooking a passenger on a new flight with a different airline at no additional cost.
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Providing a meal, meal cash or meal voucher when a flight cancellation results in a passenger waiting for a new flight for three hours or longer.
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Providing complimentary hotel accommodations for any passenger experiencing an overnight flight cancellation.
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Providing complimentary ground transportation to and from a hotel for any passenger experiencing an overnight flight cancellation.
For delayed flights, possible passenger accommodations airlines could commit to providing are:
- Rebooking a passenger on a new flight with the same airline at no additional cost when there are significant delays to the original flight.
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Rebooking a passenger on a new flight with a different airline at no additional cost when there are significant delays to the original flight.
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Providing a meal, meal cash or meal voucher when a flight delay results in a passenger waiting three hours or longer.
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Providing complimentary hotel accommodations for any passenger experiencing an overnight flight delay.
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Providing complimentary ground transportation to and from a hotel for any passenger experiencing an overnight flight delay.
Some airlines on the dashboard offer all of the accommodations, some offer some accommodations and some airlines offer no accommodations.
“Airlines are required to adhere to the promises that they make in their customer service plan, including commitments to care for customers in the event of controllable delays or cancellations,” the DOT website says.
The most accommodating airlines at RDU if flight is delayed or canceled
We’re classifying RDU airlines as “most accommodating” if they offer all of the accommodations and amenities listed on the dashboard.
The RDU airlines offering all of these accommodations are:
- American Airlines
- Delta Air Lines
- JetBlue
- United Airlines
Somewhat accommodating airlines at RDU
Other airlines at RDU offer some of the accommodations and amenities listed on the dashboard, but not all.
Alaska Airlines and Southwest Airlines have committed to offer all but one of the accommodations.
▪ These airlines will not rebook passengers on a flight with another airline for free if the original flight is canceled or delayed.
Spirit Airlines does not commit to offering two of the possible five accommodations.
▪ This airline will not rebook passengers on a flight with another airline for free if the original flight is canceled or delayed.
▪ The airline will not provide complimentary ground transportation to and from a hotel for passengers experiencing an overnight flight delay.
▪ The airline has committed to offer the other three accommodations on the dashboard: rebooking flights with the same airline, providing meals or meal vouchers and providing complimentary hotel accommodations.
Frontier Airlines does not commit to offering three of the possible accommodations.
▪ This airline will not rebook passengers on a flight with another airline for free if the original flight is canceled or delayed.
▪ The airline will not provide complimentary hotel accommodations for passengers experiencing an overnight flight delay.
▪ The airline will not provide complimentary ground transportation to and from a hotel for passengers experiencing an overnight flight delay.
▪ The airline has committed to offer the other two accommodations on the dashboard: rebooking flights with the same airline and providing meals or meal vouchers.
Note: Even if an airline is not listed on the dashboard as offering a certain accommodation, the airline may still choose to do so “in some instances in their discretion,” the dashboard website says.
Least accommodating airline at RDU
One airline at RDU offers none of the accommodations listed on the DOT dashboard, either for flight delays or cancellations: Allegiant Airlines.
Note: Although Allegiant has not committed to offering the extra accommodations and amenities listed on the dashboard, you’re still entitled to a refund if the airline cancels or significantly delays your flight.
You can learn more about your right to a refund at transportation.gov/individuals/aviation-consumer-protection/refunds.
Additional resources
Want to explore the DOT’s airline customer service dashboard yourself? It’s available online at transportation.gov/airconsumer/airline-customer-service-dashboard.
The dashboard site also has direct links to additional customer service information provided by each of the airlines included on the dashboard.
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