The U.S. Department of Transportation (USDOT) has introduced a "Support Our Troops" dashboard aimed at facilitating travel benefits for U.S. military service members and their immediate families. This tool, accessible via flightrights.gov/military, displays the commitments of the ten largest U.S. airlines in their Customer Service Plans. Benefits include free carry-on and checked bags and fee-free refunds when flight plans change due to military orders.
"As someone who often flew on military orders as an officer in the U.S. Navy Reserve, I know the unique pressures our service members and their families can face when traveling," stated U.S. Transportation Secretary Pete Buttigieg. "Service members and their families make extraordinary commitments and sacrifices for this country, and they deserve support and recognition whenever they fly."
Following Secretary Buttigieg's appeal to airlines to enhance military travel benefits, Spirit Airlines, Allegiant Air, and Frontier Airlines have improved their existing commitments for service members in their Customer Service Plans. However, Alaska Airlines, American Airlines, Delta Air Lines, Hawaiian Airlines, JetBlue Airways, and United Airlines did not provide clear enforceable commitments for military personnel. Southwest Airlines received two green checkmarks on the dashboard due to its existing baggage and change fee policies applicable to all passengers.
The DOT’s Office of Aviation Consumer Protection collaborated with the U.S. Department of Defense (DOD) to highlight meaningful commitments for service members on the dashboard. The criteria include waiving cancellation fees with full refunds due to military orders; waiving change fees for rescheduled flights; offering at least one free standard carry-on bag and two free checked bags; and providing the lowest fare for family visits to injured service members.
DOT defines “service member” broadly to include current active duty personnel from various branches of the armed forces as well as cadets from military academies with valid IDs.
Airlines are encouraged to offer additional benefits but must ensure these are explicitly included in their Customer Service Plans or easily accessible from them for inclusion on the dashboard.
Under the Biden-Harris Administration, USDOT has expanded airline passenger rights significantly by enforcing substantial fines against airlines failing consumers and ensuring extensive refunds totaling nearly $4 billion since 2021.
Recently finalized rules mandate automatic cash refunds when owed by airlines and protect consumers from unexpected fees. These new regulations are expected to save consumers over half a billion dollars annually in hidden charges.
Furthermore, USDOT's FlightRights.gov platform ensures that all major U.S. airlines guarantee services such as free rebooking during significant delays or cancellations caused by airline issues.
USDOT continues efforts under Secretary Buttigieg’s leadership to enhance consumer protections including addressing privacy practices within the airline industry and proposing new rules around family seating fees among other initiatives aimed at safeguarding travelers' rights.
Travelers can find more information about their rights or file complaints through DOT’s aviation consumer protection website.
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