New LegalShield® Study: More Than 1 in 4 Travelers Whose Flight Was Cancelled or Changed Asked for Their Money Back and Got Turned Down or Ignored

A new LegalShield® study finds only 3 in 10 say the airline told them up front they could get a refund, even though federal rules require airlines to automatically refund passengers who don’t accept a rebooking or voucher after a cancellation.

ADA, Okla.--(BUSINESS WIRE)--As holiday travel ramps up, a cancelled flight can leave travelers fighting to get their money back, according to a new LegalShield Intelligence (LSI) study. More than one in four travelers whose flights were cancelled or changed asked for a refund and were turned down or ignored.

Among travelers whose flights were cancelled or changed:

• Fewer than one in three (31%) were told up front they could get a refund
• More than a third (37%) found out only after they asked
• More than one in four (28%) were offered only a voucher or rebooking, or told nothing about a refund

The costs add up. Nine in 10 spent money out of pocket on hotels, meals or transportation, and about four in 10 (41%) spent $250 or more.

When, Not If: What an Attorney Advises

“You just have to plan for trouble at a busy airport. Know before you go,” said Wayne Hassay, a LegalShield provider attorney and Managing Partner with Maguire Schneider Hassay, LLP, a LegalShield provider law firm in Ohio. “If your flight takes off on time, no skin off your back. But if it doesn’t, you’re prepared.”

The Holidays Raise the Cost of Getting It Wrong

Holiday airfares are on pace to be the highest in at least a decade, with average domestic round-trip fares up 31% for Thanksgiving and 23% for Christmas from last year, according to Hopper. Travelers are feeling it. Among adults surveyed:

• Nearly two-thirds (64%) changed how they travel because of higher prices
• Nearly one in four (23%) are driving instead of flying, and 17% skipped a trip they would normally take
• 23% plan to pay for holiday travel on a credit card over time, and one in eight (13%) plan to use buy now pay later
• More than a third (36%) aren’t confident they could afford unexpected costs such as rebooking fees, cancellations or lost baggage

A cancellation can also cost more than money. Among travelers who have ever had a flight cancelled or significantly delayed, 15% missed a holiday gathering entirely and another 23% missed part of one.

Refunds Attract Scammers

Nearly three in 10 adults surveyed (29%) were targeted by a travel-related scam in the past 12 months. The most common was texts or emails about a refund or flight change that asked for payment or personal information, which about one in six (17%) received. Nearly one in four (23%) would use a search engine or an AI summary to find their airline’s phone number.

“A real refund never costs you a dime. If someone wants a fee to give you a refund, treat it like a scam,” Hassay said. On links in refund texts and emails, he was blunt: “Never, ever use that link on your phone. Go to the airline’s official site.”

“Know before you go,” Hassay said. “Before all that hectic airport hustle and bustle, review and even compare airlines’ customer service policies before you buy the ticket. If you know the rules that might affect you, you’ll find much smoother travel.”

When the Flight Falls Apart: Quick Answers

LegalShield provider attorney Wayne Hassay answers common questions travelers have when a flight falls apart:

How do I decline a rebooking or a voucher?

Say it clearly: “I choose a refund. I do not choose rebooking. I do not choose a voucher.” Then put it in writing by text, email or chatbot and take a screenshot.

What if I never answer the rebooking offer?

If a flight is cancelled or significantly delayed and you take no action, you are entitled to an automatic refund by federal regulation if you choose not to travel. If you accept a voucher or a rebooking, the refund option is off the table.

Can the airline charge a fee to process a refund?

Your refund should come promptly in the form of payment you made, with all taxes and fees returned. A real refund never costs you a dime.

How long is a voucher valid?

Federal law now requires vouchers for cancelled or significantly delayed flights to be good for at least five years. You still don’t have to accept one.

What about bag fees if my bag arrives very late?

File a mishandled bag report with the airline before you leave the airport, or the claim may fall apart. Travelers get the checked bag fee back if the bag arrives more than 12 hours after a domestic flight lands, or 15 to 30 hours after an international flight, depending on its length.

What if the refund never arrives?

Credit card refunds are due within seven business days and refunds to other payment methods within 20 calendar days. If it stalls, put your demand in writing with the facts and the rules behind it, and if you are getting nowhere, don’t wait more than 30 days to go to your card issuer.

What if the airline says no or never responds?

It could be that you are not entitled under the rules, or the airline may have misread them. Keep your records in writing, and if there is still a dispute, talk to an attorney. They will get to the bottom of these complex rules.

About the Data

LegalShield Intelligence (LSI) houses the company’s proprietary data, which includes call data and consumer surveys. The LegalShield holiday travel survey was conducted in October 2026 among 1,531 U.S. adults.

About LegalShield

For more than 50 years, LegalShield has provided everyday Americans with easy and affordable access to legal advice, counsel, protection and representation. Serving millions, LegalShield is one of the world’s largest platforms for legal, identity and reputation management services protecting individuals and businesses across North America. Founded in 1972, LegalShield and its privacy management product IDShield equip individuals, families, businesses and employers with the tools they need to affordably live a just and secure life. Through technology and innovation, LegalShield is transforming how people access legal guidance, with hundreds of qualified attorneys and law firms across the country. To learn more, visit LegalShield.com and IDShield.com.