Airline refunds: Some call new rules 'fair,' while others say its 'government overreach'

NORFOLK, Va. — Airlines will soon be required to issue automatic refund tickets and other fees, due to a ruling that came down from the U.S. Transportation Department Wednesday.

The rule says flights are refundable if significant changes to a flight include delayed departure or arrival times of more than three hours domestic and six hours international with other circumstances. It also says any increases in the number of connections, or instances where passengers are downgraded to a lower class of service are refund eligible. 

The ruling is part of the Biden administration's plan to eliminate what he called “junk fees” in air travel. 

In the Wednesday announcement, U.S. Transportation Secretary Pete Buttigieg said “passengers deserve to get their money back when an airline owes them without headaches or haggling,”   

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Some travelers at Norfolk International Airport told 13News Now this is a step forward. 

"I think that's fair you spent your cash to buy the ticket, so if something happens out of your control or you can't fly anymore, then that money should come back to you, " Shawn Wilson said. 

Mar Basa and her friend were waiting in Norfolk for a flight back to California. They said they were delayed getting into the area. 

"I think that's fair. Some people have delays for hours and I can only imagine if you need to get somewhere," Basa said. 

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One traveler from Texas, Rick Hinesley, said he doesn't like the government mandating anything.

"I think it's government overreach. The airlines have been working for years. I take it as being part of the world of travel," he said.

Hinesley said airlines do enough already: "They arrange for you to get your baggage and get you on the next flight available. They do everything they can. They can mandate safety, but they can't mandate travel convenience." 

The Transportation Department said the ruling stemmed from a significant number of complaints received about airlines and ticket agents for refusing to provide a refund or for delaying processing of refunds during and after the COVID-19 pandemic.