The Civil Aviation Board's regulations outline airlines' obligations in the event of cancellations and service disruptions. For flights to, from, or within the United States, the Department of Transportation's rules recognize the right to a ticket refund, even when the cancellation is due to circumstances beyond the airline's control, if the passenger chooses not to travel or accept an alternative
SANTO DOMINGO – The flight cancellations caused by the disruption of the U.S. air traffic control communications system left passengers stranded in the Dominican Republic and raised the question: what rights do those who were unable to travel, had to change their itineraries, or were left stuck at airports have?
The answer depends on the circumstances of each case, the conditions of the transport contract and the provisions applicable to the route.
In the Dominican Republic, the Civil Aviation Board (JAC) has an Air Transport User Guide that establishes guidelines for passengers affected by denied boarding, delays and cancellations.
The document distinguishes between cancellations attributable to the airline and those caused by other circumstances. In the first case, when the flight is cancelled due to the airline's fault, the airline must board the passenger on the next available flight to their destination, using another airline or another means of transport.
The guide also covers expenses for lodging, transportation, food, and telephone calls when the alternative transfer involves a different flight with layovers.
The JAC publication also points out that if the airline does not transport the passenger on the agreed date and time and does not offer satisfactory compensation, the passenger can file a claim with the company itself or the competent national bodies.
The right to a refund in the United States
For passengers with itineraries to, from or within the United States, there is additional protection established by the U.S. Department of Transportation (DOT).
Federal regulations recognize the right to a ticket refund when the airline cancels a flight, regardless of the cause, as long as the passenger decides not to take the trip or accept a credit, voucher, or alternative transportation offered by the company.
This means that the passenger is not obliged to accept a voucher or a new travel date if they prefer to get their money back.
The DOT states that refunds must be made within seven business days when the payment was made by credit card and within 20 calendar days for other forms of payment.
The provision also covers significant itinerary changes. For international flights, a change that delays arrival at the originally planned destination by six hours or more is considered significant, among other circumstances.
However, the right to a refund does not automatically entitle you to additional compensation for accommodation, meals, or transportation expenses. These benefits depend on other commitments made by the airlines and the specific circumstances of the disruption.
The Department of Transportation maintains a record of the service commitments made by major U.S. airlines in response to cancellations and delays under its control. Additional benefits, such as meals and lodging, are not the same for all airlines and are not necessarily provided when the incident is due to external causes.
Where can I file a complaint?
The Civil Aviation Board's guidance recommends that the passenger initially go to the airline counter or establish contact by phone or email, preferably in the country where the delay or cancellation occurred.
The Civil Aviation Board (JAC) has a Facilitation Division to assist air transport users. Its published contact information includes telephone number 809-689-4167, extensions 244 and 245, and email address facilitacion@jac.gob.do.
For claims related to flights subject to US regulations, passengers can also turn to the US Department of Transportation, which has a mechanism for receiving complaints from air transport consumers.
Keeping your ticket, booking confirmation, airline communications, expense receipts, and cancellation notifications can be crucial when filing a claim.
The interruption and its consequences
The Federal Aviation Administration (FAA) lifted the nationwide suspension of flight departures at 8:15 p.m. on Friday, November 13, after an interruption in communications and radar data used by U.S. air traffic control centers.
Transportation Secretary Sean Duffy explained that older telecommunications equipment, switches, and routers became overloaded with data and began transmitting inconsistent information. He also ruled out the possibility that the new SMART artificial intelligence platform was connected to the system that failed.
Although operations were authorized again, the reorganization of aircraft and crews prolonged the disruptions.
The impact on Dominican airports
In the Dominican Republic, the airports of Las Américas, Punta Cana and Puerto Plata registered cancellations and delays in connections with US cities such as New York, Miami, Boston, Orlando, Newark, Atlanta and also Puerto Rico.
Aeropuertos Dominicanos Siglo XXI (Aerodom) reported 22 canceled flights between Friday, November 13, and Saturday, November 14. Of these, 19 were at Las Américas International Airport and three at Gregorio Luperón International Airport in Puerto Plata. The breakdown shows 14 departures and eight arrivals affected.
At Punta Cana International Airport, Alberto Smith, the terminal's Director of Operations, reported that 12 aircraft remained on hold during the contingency, with destinations including Orlando, San Juan, Boston, Fort Lauderdale, Miami, and New York. This number corresponded to flights on hold, not definitive cancellations.
The Tourism Cabinet reported that air operations from the Dominican Republic to Europe and Latin America continued unaffected by the US travel restrictions. The agency also stated that it was coordinating with airports and airlines to assist affected passengers.
The Federal Aviation Administration (FAA) lifted the nationwide suspension of departures at 8:15 p.m. on Friday, November 13. However, the authorization to resume operations did not mean the immediate restoration of all schedules, due to the need to reorganize aircraft, crews, and connections.
For affected passengers, the resumption of flights did not automatically resolve additional expenses or changes to their travel plans. The conditions for rebooking, refunds, and assistance will depend on the circumstances of each cancellation and the airline's applicable obligations.
You may be interested in:
