Flight in or out of Charlotte airport canceled or delayed? These are your options

The chaos of the summer travel season, staffing shortages and the usual trials of air travel have led to heavily delayed and canceled flights around the nation, including in Charlotte.

If you’re stuck in the terminal or sitting at home wondering whether to actually venture to the airport, you do have options.

Here’s what to do if a wrench is thrown in your travel plans:

What to do if you’re not yet at the airport

Before calling a rideshare or heading for long-term parking, you should check the status of your flight to make sure it’s still on-time. The easiest ways to do this are to use your airline’s app or website, or check the Charlotte airport website at cltairport.com/flights.

If you see a significant delay or cancellation, it’s often better to try to address the issue before heading to the airport, to avoid getting stuck there.

You can get information on your options - including alternate flights, refunds and travel credits - via your airline’s app or website. If you prefer to speak with a real person, you can try your airline’s customer service line. The numbers for each airline that serves Charlotte are listed at cltairport.com/airport-info/airlines.

What to do if you’re at the airport

If you’re already waiting at the gate when you get the news your flight is delayed or canceled, speaking with the gate agent can be productive. They may be able to provide more information on why the flight was changed, when a delayed flight will eventually depart and what other flights are available.

You also have the option to use your airline’s app, website or customer service line to reach out for help.

If you need a place to stay while waiting for a delayed flight or a new flight, your airline may cover the cost of a hotel room. However, per federal Department of Transportation policy, airlines are not required to do so.

Charlotte’s airport doesn’t have an in-house hotel, but there are multiple hotels located close to the airport that provide shuttle transportation.

Can you get a refund if your flight is canceled or delayed?

If your flight is canceled and you don’t choose to get rebooked on a new flight, you are “entitled to a refund of the ticket price and/or associated fees,” according to transportation department policy.

The rules are less black-and-white for delayed flights.

“A passenger is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the passenger chooses not to travel,” the DOT states.

However, the federal agency goes on to say that it has no definition of “what constitutes a ‘significant delay’” and that whether you should get a refund will be decided on a “case-by-case basis” based on “many factors – including the length of the delay, the length of the flight, and your particular circumstances.”

This story was originally published January 24, 2022 at 4:48 PM.

Mary Ramsey

The Charlotte Observer

Mary Ramsey is the local government accountability reporter for The Charlotte Observer. A native of the Carolinas, she studied journalism at the University of South Carolina and has also worked in Phoenix, Arizona and Louisville, Kentucky. Support my work with a digital subscription