East Coast airports experienced significant flight disruptions after a severed fiber optic cable affected thousands of flights. Under U.S. law, travelers affected by these disruptions can request a full cash refund. Eric Napoli, AirHelp’s chief legal officer, provided insights into passengers’ rights and options.
Refunds and Compensation
According to U.S. domestic flight rules, you can get a full cash refund if you are affected by flight cancellations or delays. If traveling to or from Europe, European legislation allows compensation up to $700 if the airline is directly at fault. However, in this incident, the issue was beyond the airline’s control due to a technical problem impacting network connectivity. Hence, no European compensation applies.
Incident Details
U.S. Transportation Secretary Sean Duffy attributed the incident to Amtrak. He claimed that a construction crew was responsible for cutting the cable. Amtrak, however, clarified that the incident happened on New Jersey Transit property by a New Jersey Transit contractor, who was reportedly digging about 10 feet away from utility markings.
Such external disruptions mean European travelers affected will not receive the $700 cash payment; it only applies if the delay is the airline’s fault, like unresolved technical issues.
Customer Options and Recommendations
While you are entitled to a cash refund, accepting a rebooked flight removes this option. Napoli advises passengers to deliberate whether to rebook or opt for a refund, based on their travel needs. For example, if a rescheduled event is no longer viable, you may prefer a refund.
“Generally what happens is the airline will come to the passenger and say, ‘Either we’ve canceled the flight or we’ve rescheduled the flight for the next day, and we’ve put you on another flight.’ The passenger then has the option to say, ‘Do I want to take the other flight, or do I not want to?’” Napoli noted.
Napoli emphasized being proactive in obtaining refunds and suggested contacting airlines to request food vouchers or lodging when necessary, as airlines may not voluntarily offer these amenities.
Airlines’ Efforts and Passenger Initiatives
Airlines are improving their service with better in-app flight rebooking options during disruptions. However, they might not offer food or lodging services unless prompted. You are encouraged to actively pursue such compensations.
Napoli mentioned that services like AirHelp offer guidance and support through websites and apps. These resources keep travelers informed on delays and compensation possibilities.
Staying Informed and Calm
Napoli stressed the importance of staying informed and maintaining composure during travel disruptions. Becoming angry at airport staff could exacerbate the situation. Approaching airline personnel with calm and politeness might lead to better outcomes.
Fox News Digital reached out to the Department of Transportation, Amtrak, and New Jersey Transit for further comments on the situation.