If you've ever had your travel plans derailed by an airline’s system meltdown, you know the chaos that follows: missed flights, airport sleepovers, unexpected hotel bills, and a meal plan that consists mostly of overpriced snacks. It’s a frustrating experience for anybody, and most of the time, we all wind up wondering the same thing:

 

If my flight is grounded by a tech failure, will they reimburse me for the hotel, meals, and other costs associated with being stranded?

 

For those haven’t been met with the misfortune of a similar experience, the short answer is usually a Big Fat No. 

 

Let’s walk through the current rules, real-world scenarios, and what you can do to protect yourself when airlines drop the ball.

The Law: What Airlines Are Required to Do

In 2024, legislation was passed that legally requires airlines to refund tickets for flights that are canceled or significantly delayed.  But when it comes to other out-of-pocket costs, like hotels, meals, and transportation, the law doesn’t have your back.

 

According to the U.S. Department of Transportation (DOT), those additional expenses are considered incidental and aren’t covered by federal refund rules. This applies even when the disruption is 100% the airline’s fault, like a software outage or internal technical failure.  That means unless the airline voluntarily chooses to reimburse you, you’re on your own.

Today, many major airlines have published customer service commitments for canceled or delayed flights, but they aren’t legally binding. (iStock)

A Look Back: Delta’s 2024 IT Outage

One of the most extreme examples of airline system failure happened in July 2024, when a faulty update from cybersecurity firm CrowdStrike caused a global tech meltdown. Delta Air Lines was among the hardest-hit carriers, canceling over 7,000 flights and stranding more than 1.3 million passengers, many of them in Atlanta, where Delta is headquartered.

 

This wasn’t just a case of delays, it was literally a full-blown operational paralysis. Travelers were stuck for five days in airports across the country, and social media was flooded with stories of families sleeping on terminal floors, scrambling to find last minute hotel rooms, or racking up hundreds in unplanned expenses.

 

Despite the scale and cause of the disruption, passengers weren’t automatically entitled to reimbursement for their lodging, meals, or ground transportation. In fact, many travelers were left footing the bill unless they had travel insurance or paid with credit cards that offered trip protection benefits.

What Has Changed Since Then?

While the 2024 outage didn’t lead to a sweeping overhaul of reimbursement laws, it did increase pressure on airlines to clarify what they will do in a disruption. Today, many major carriers, including Delta, United, and American, have published customer service commitments, outlining what passengers can expect when flights are delayed or canceled for reasons within the airline’s control.

 

Some of these commitments include providing hotel accommodations, meal vouchers, and free rebooking or alternate transportation option.  Here’s the thing though: these policies aren’t legally binding. They’re more like goodwill efforts than actual obligations.  They don’t even apply in all cases, especially when the airline can blame a third-party failure (a so-called "force majeure.")

Delta’s tech outage canceled over 7,000 flights and stranded more than 1.3 million passengers over five days in July 2024 (iStock)

What You Can Do to Protect Yourself

If you’re stranded due to a tech outage or internal failure, here’s how to maximize your chances of getting some money back (or at least not losing more):

  • Keep your receipts. You’ll need proof of every meal, hotel, and ride-share you want to claim.
  • File a complaint with the DOT. Airlines are required to respond to formal complaints, and federal pressure can sometimes prompt action.
  • Submit your claim directly to the airline. Be clear, polite, and provide documentation.
  • Use travel-savvy tools. Credit cards that offer trip interruption insurance or standalone travel insurance plans can reimburse these extra expenses—even when the airline won’t.

Final Thoughts

The harsh truth is that even if the airline’s systems are the reason you're stuck, there’s still no law saying they have to pay for your hotel or transportation to and from the airport.  While some travelers during the 2024 Delta outage received assistance, many did not, even though the circumstances were entirely out of their control.  In fact, a class action lawsuit is currently moving through the court system on behalf of Delta Airlines passengers impacted by the outage. 

 

So the next time you board a plane, be prepared. Know your rights, carry some backup coverage, and never assume the airline will make you whole.