Airline Booking Issues & Your Consumer Rights
DOT rules require a 24-hour penalty-free cancellation option or unpaid hold for direct airline bookings made at least seven days before departure, and refunds for qualifying significant itinerary changes if you decline travel and credits.
Your Rights Under US Rules
What US Department of Transportation rules and airline commitments say for this situation. Use it to frame your request and escalate if needed.
For bookings made directly with an airline at least seven days before departure, airlines must offer either a 24-hour penalty-free cancellation option or a 24-hour unpaid hold.
A changed origin or destination, additional connections, or—for passengers with disabilities—changed connecting airports qualifies for a refund if you decline the changed travel, rebooking, and credits.
Airlines must provide timely itinerary-change notices under 14 CFR 259.5(b)(12); section 259.8 sets notification rules for near-departure delays, cancellations, and diversions.
Sources: DOT: Refunds · DOT: Fly Rights · DOT: Airline Customer Service Dashboard · 14 CFR Part 260
Last reviewed October 6, 2026. General information, not legal advice; rules and airline commitments change.
What to say to the airline
Keep the request factual, specific, and supported by the records you saved.
If your itinerary was changed significantly by the airline, use the phrase 'significant change' explicitly and reference the DOT April 2024 Refund Rule.
If you are disputing a booking error the airline made, provide your original confirmation email as proof and ask for a supervisor.
Request any changes to your reservation be confirmed in writing via email before accepting them verbally.
Avoid: Do not confuse voluntary changes you initiated with involuntary itinerary changes the airline made — only airline-initiated changes trigger refund rights.
Avoid: Do not assume the 24-hour rule does not apply because the ticket was marked non-refundable — the 24-hour window overrides that restriction.
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