Flight Disruptions: Refunds and Customer Rights

Following a severed fiber optic cable that disrupted thousands of flights to East Coast airports, customers are entitled to a full refund under U.S. law, according to Eric Napoli, chief legal officer at AirHelp.

Refund Entitlements Under U.S. Law

Napoli clarified, “Under U.S. domestic law on flights, the rules are that you’re entitled to a full cash refund.” He explained that if you’re flying to and from Europe and the delay is not the airline’s fault, compensation under European rules doesn’t apply. In this case, the delay was outside an airline’s control.

Construction Crew and Cable Incident

U.S. Transportation Secretary Sean Duffy attributed the cancellations to Amtrak, citing a construction crew’s error. However, Amtrak stated the incident occurred on New Jersey Transit property, with NJ Transit acknowledging work at the site but denying direct fault. Napoli confirmed the incident does not warrant compensation under European law, as the airlines were not responsible.

Options for Passengers

Passengers affected by the disruption can choose either to reschedule or receive a full cash refund. If a passenger accepts a rescheduled flight, the option for a refund evaporates, Napoli stated. He recommended taking the initiative in seeking refunds rather than waiting for airlines to act.

“Generally, if you don’t ask for it, you’re not going to get it. Airlines have improved in offering rescheduled flights, but for further compensation like food vouchers, transportation, or lodging, travelers need to be proactive,” Napoli noted.

Remaining Informed and Calm

Napoli advised travelers to stay informed and civil at the airport. “Being prepared and calm in these situations is best. Information and a steady approach can help resolve issues effectively,” he concluded.

Fox News Digital reached out to the Department of Transportation, Amtrak, and New Jersey Transit for further comments.