Stuck at the airport after Microsoft outage? What to know about airline refunds, policies

Travelers at airports across the country were shocked to discover Friday that they would be going nowhere after their flight was delayed or canceled, thanks to a widespread computer outage that disrupted operations for several major airlines. It was far from pretty.

Shortly before 4 p.m. Friday, 13% of the flights out of Detroit Metro Airport were canceled, according to data from FlightAware. And 35% of flights out of Detroit Metro were delayed.

The data before 4 p.m. showed that 36,627 flights were delayed worldwide, including 8,376 flights in the United States, according to data from FlightAware.

On top of that, some 2,539 cancellations within, or in or out of, the U.S. upset travel Friday before 4 p.m.

More:Global Microsoft outage causes delays at Detroit Metro Airport, businesses, banks

One key consumer tip to keep in mind: "Know that if your flight is canceled for any reason — meaning the flight doesn't take off — you are entitled to a full refund for the ticket and all fees and taxes if you want it. Don't feel compelled to accept a voucher unless that's best for you," said Teresa Murray, who directs the Consumer Watchdog office for U.S. PIRG, a nonprofit advocacy group that has advocated for more passenger protections.

But think carefully about getting a refund. Will it work for you? Does it make sense to get a $300 refund for a canceled flight when it would cost you $550 to get on another flight to get home? Don't make a rash decision.

Delta Air Lines said Friday via X that the worldwide technology issue "necessitated a pause in Delta's global flight schedule this morning while it was addressed." According to FlightAware, 23% of Delta flights were canceled by around 4 p.m. Friday and 37% were delayed.

More:These are the best US airports for shopping, study shows

The numbers of delays and canceled flights appear to be increasing by the minute, which leads many to expect problems with air travel to escalate, Murray said early Friday morning. PIRG has a guide called "Airline Travel Tips You Shouldn't Fly Without."

What do you do if you're stuck?

What's Delta telling customers?

Delta said Friday morning that it has issued a travel waiver for all customers who had booked flights departing Friday. The waiver would allow customers to manage travel changes via delta.com and the Fly Delta app.

"The fare difference for customers will be waived when rebooked travel occurs on or before July 24, in the same cabin of service as originally booked," Delta stated. "If travel is rebooked after July 24, any difference in fare between the original ticket and the new ticket will be collected at the time of booking."

Murray said she wouldn't necessarily advise a consumer to cancel a delayed flight just yet. "I would keep pushing to rebook through Delta, especially because the airline is waiving fare differences and change fees," Murray said.

Typically, she said, she’d try to reach an airline representative through the app or the online account. Otherwise, your options are by phone or at the customer service desk at the airport. But trying to fix things by phone or service desk could prove difficult during a chaotic time.

Get your airline's app

Make sure to have the app for your airline if you don't already have it. Updates could be sent this way.

Go on social media

Check for social media posts, including those on X, formerly known as Twitter. The Delta News Hub noted on X at roughly 8 a.m. that Delta had "resumed some departures after a vendor technology issue impacted several airlines and businesses around the world."

More:Flight delayed for hours? How to figure out when you get can a refund or rebooked.

Look for emails and texts from your airline

You want to keep up with your flight's status throughout the process, before you leave home and when you're at the airport.

Search other flights

It could be tough on Friday, but you can research options for rebooking with another airline if your flight is canceled or delayed enough that it's going to mess up your plans. "Some airlines have gotten back online more quickly than others," Murray noted.

Pick up the phone

Some travel warriors call the airline directly or head to a bank of phones at the airport provided by the airline. If you wait in line to try to get help at the gate, some say, you could miss out on a seat on another flight.

Ask for food

Consider asking for meal vouchers, especially if you’re going to be stuck at the airport for several hours because of flight delays. Asking kindly has worked in other situations and might work in light of the latest flurry of delays. "My family ended up delayed in San Francisco for five hours because of a missed connection en route from South Korea," said LendingTree’s chief credit analyst, Matt Schulz. "We asked for a meal voucher and were given some, totaling $135. It’s a big deal and we wouldn’t have gotten them if we hadn’t asked."

Check what protection you might have on your credit card

LendingTree's Schulz suggested double checking with your credit card issuer about any possible travel insurance coverage. "Travel insurance coverage can be found on many travel credit cards, but it can vary widely by issuer and even by card," he said.

It might not hurt to give your credit card company a call, he said. "Describe your situation and see what you find out. It certainly can’t hurt."

Automatic refunds are on the way but not here yet

Significant flight delays of three hours or more might qualify for a refund, again if you want one. But some of this isn't automatic now. In April, the U.S. Department of Transportation announced broader, straightforward consumer protections that address key complaints. Many consumer rights will go into place effective Oct. 28 relating to automatic, no-hassle cash refunds for significantly changed or canceled flights; fees for services not provided, like seat selection or Wi-Fi; and fees for checked bags that hit significant snags. It does not hurt to ask right now for such benefits.

When the refund rule goes into place on Oct. 28, airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops. Airlines and ticket agents must issue refunds within seven business days for credit card purchases. The airlines would have up to 20 calendar days to issue refunds if you used a debit card, paid cash or paid another way.

Research airline policies on the DOT's customer service dashboard

Get to know the Department of Transportation Airline Customer Service Dashboard, which helps you research up-to-date voluntary policies for the 10 largest airlines, including Delta Air Lines. All of the 10 airlines, for example, will rebook on the same airline at no additional cost for significant delays and controllable cancellations. Many but not all will rebook on another airline if an agreement exists with that airline and do so at no additional charge. See FlightRights.gov.

Be patient when your flight is delayed

One thing that seems to work best in a crisis can be to try to be respectful and kind when you're dealing with customer service. Remember, to take a deep breath. "The person you're dealing with didn't cause your problem, but they may be able to help you fix it," Murray said.

Contact personal finance columnist Susan Tompor: stompor@freepress.com. Follow her on X (Twitter) @tompor.