# Airline customer service dashboard: 9 US airlines compared Source: https://airtravelrights.com/us-dot/airline-customer-service-commitments/ > All 9 read No on cash; Frontier alone has no hotel promise. DOT dashboard page last updated 11 Sep 2025, checked 15 Sep 2026. # US airline customer service commitments (DOT dashboard data) 9 airlines, 5 commitment columns and one date: the DOT Airline Cancellation and Delay Dashboard page was last updated 11 Sep 2025. The table below sets out the airline customer service commitments on that DOT dashboard for a disruption within the airline's control. They are promises in each airline's customer service plan, not [federal rights](https://airtravelrights.com/us-dot/). Check date: DOT dashboard page last updated 11 Sep 2025; every value re-read on 15 Sep 2026. ## Which commitments does the DOT dashboard track? 8 rows of commitments appear on the DOT dashboard for "customers experiencing significant flight disruptions within the airline's control". The rows cover rebooking on the same airline or a partner airline, a meal or meal voucher, and a hotel for an overnight stay. Ground transport, cash compensation, credit or a voucher, and frequent-flyer miles complete the list. Source: DOT Airline Customer Service Dashboard and Airline Cancellation and Delay Dashboard - transportation.gov, checked 2026-09-15. **DOT dashboard commitments by airline** | Airline | Cash compensation (wait 3 h or more) | Credit or voucher (wait 3 h or more) | Frequent-flyer miles (wait 3 h or more) | Hotel and ground transport (overnight) | Rebooking on a partner airline | Airline card | |:--|:--|:--|:--|:--|:--|:--| | Alaska | No | Yes | Yes | Yes | Yes | [Alaska Airlines card](https://airtravelrights.com/airlines/alaska-airlines/) | | Allegiant | No | Not marked Yes | Not marked Yes | Yes | No | No card | | American | No | Not marked Yes | Not marked Yes | Yes | Yes | [American Airlines card](https://airtravelrights.com/airlines/american-airlines/) | | Delta | No | Not marked Yes | Not marked Yes | Yes | Yes | [Delta Air Lines card](https://airtravelrights.com/airlines/delta-air-lines/) | | Frontier | No | Not marked Yes | Not marked Yes | No | No | [Frontier Airlines card](https://airtravelrights.com/airlines/frontier-airlines/) | | Hawaiian | No | Yes | Yes | Yes | Yes | No card | | JetBlue | No | Yes | Not marked Yes | Yes | Yes | [JetBlue card](https://airtravelrights.com/airlines/jetblue/) | | Southwest | No | Yes | Not marked Yes | Yes | No | [Southwest Airlines card](https://airtravelrights.com/airlines/southwest-airlines/) | | United | No | Not marked Yes | Not marked Yes | Yes | Yes | [United Airlines card](https://airtravelrights.com/airlines/united-airlines/) | Source: DOT Airline Cancellation and Delay Dashboard (page last updated 11 Sep 2025) - transportation.gov, checked 2026-09-15. Every row reads No for cash, and the hotel column is the most common Yes, in 8 of 9 rows. Four of the 8 dashboard rows carry a waiting-time condition of 3 hours or more: the meal, cash, credit and miles rows. The dashboard values we record cover 5 commitments. They do not include meals or rebooking on the same airline, so neither gets a column. A "Not marked Yes" cell means the dashboard check recorded no Yes for that airline in that column. That is not a recorded No. The dashboard covers disruptions only; a booking you cancel yourself within a day falls under the [24-hour cancellation rule](https://airtravelrights.com/us-dot/24-hour-cancellation-rule/). Find your airline's row before you leave the gate. ## Which airlines pay cash for controllable delays or cancellations? 9 of the 9 airlines in the DOT dashboard table read "No" for cash compensation when a controllable cancellation or delay leaves you waiting 3 hours or more. The nine are Alaska, Allegiant, American, Delta, Frontier, Hawaiian, JetBlue, Southwest and United. The "No" covers cancellations and delays alike. Source: DOT Airline Cancellation and Delay Dashboard (page last updated 11 Sep 2025) - transportation.gov, checked 2026-09-15. Federal law adds no cash layer on domestic trips. Fly Rights, the DOT's guide, says that "for domestic itineraries airlines are not required to compensate passengers whose flights are delayed or canceled". By law, compensation is required on domestic trips only when you are ["bumped" from an oversold flight](https://airtravelrights.com/us-dot/bumped-flight-compensation/). On 17 Nov 2025 the DOT withdrew its 11 Dec 2024 advance notice of proposed rulemaking on airline passenger rights (90 FR 51230). That notice had raised cash compensation, rebooking and amenities. On an international itinerary, the DOT points to Article 19 of the Montreal Convention. You may be able to recover reimbursement for expenses by claiming with the airline. A US airline's flight leaving an EU or UK airport also falls under EU261 or UK261: see the [transatlantic flights page](https://airtravelrights.com/transatlantic-flight-compensation/). No airline in the table makes a cash compensation commitment. Ask for any cash offer at the gate in writing. ## Which airlines give credits, miles, hotels or partner rebooking? 8 of the 9 airlines commit to a hotel and ground transportation for an overnight controllable disruption, and Frontier reads "No". 6 commit to rebooking on a partner airline. 4 commit to credit or a voucher after a wait of 3 hours or more, and 2, Alaska and Hawaiian, to frequent flyer miles. Source: DOT Airline Cancellation and Delay Dashboard (page last updated 11 Sep 2025) - transportation.gov, checked 2026-09-15. Credit or a voucher is marked Yes for Alaska, [Hawaiian](https://airtravelrights.com/airlines/hawaiian-airlines/), JetBlue and Southwest. Partner rebooking reads "No" for Allegiant, Frontier and Southwest. Counted per row, Alaska and Hawaiian reach 4 Yes cells of 5, JetBlue 3, and American, Delta, Southwest and United 2 each. [Allegiant](https://airtravelrights.com/airlines/allegiant-air/) has 1, the hotel column. Frontier has none. Meal vouchers are a dashboard row, but the dashboard values we record do not include meals. No airline gets a meal value here. For meals, check your airline's own customer service plan. Keep any hotel voucher the airline hands you. Paid for a room yourself during a controllable overnight disruption on an airline marked Yes? Send the airline a written reimbursement request with the receipt. No reply? Airlines must acknowledge a complaint within 30 days and respond in writing within 60 days (14 CFR 259.7(c)). After that, use the [DOT complaint route](https://airtravelrights.com/us-dot/airline-complaint/). ## Are dashboard commitments enforceable? 14 CFR 259.5 covers the airline's customer service plan. The dashboard commitments bind through that plan, not as federal rights. The DOT says airlines "are required to adhere to the promises that they make in their customer service plan, including commitments to care for customers in the event of controllable delays or cancellations". Source: DOT Airline Cancellation and Delay Dashboard; 14 CFR 259.5 - transportation.gov, ecfr.gov, checked 2026-09-15. It adds: "The Department will hold airlines accountable if they fail to do so." Since 10 Dec 2025, the DOT's Office of Aviation Consumer Protection will not treat a cancellation or lengthy delay from unscheduled maintenance required by a non-deferrable airworthiness directive as "within airline control" for these commitments. It runs until further notice or the end of the cause-of-delay rulemaking (90 FR 57138). ### What is a federal right on a delayed or canceled US flight? A refund is. Triggers include a canceled flight and a significantly delayed one that arrives 3 hours or more late on a domestic itinerary or 6 hours or more on an international one (14 CFR 260.2). You then get a full refund of the fare, taxes and [ancillary fees](https://airtravelrights.com/airlines/american-airlines/refund/) in 3 cases under 14 CFR 260.6(a). The airline offers no alternative, you reject the alternative, or you do not respond and the flight departs. Accepting the rebooking, voucher or credit closes that refund route. The refund is due within 7 business days for credit card purchases. For cash, check, debit card or other payment methods, the limit is 20 calendar days. The DOT does not enforce the cancellation-refund requirements of 14 CFR 260.6, 260.9 and 399.80(l) where a flight is merely renumbered, you are rebooked on it and there is no "[significant change](https://airtravelrights.com/us-dot/airline-refund-rules/) or delay". That discretion runs to 7 Jul 2027 (91 FR 41556). Under the tarmac rule, 14 CFR 259.4(c), airlines flying aircraft with 30 or more seats must give you the opportunity to deplane before a tarmac delay at a US airport exceeds 3 hours domestic or 4 hours international. Safety, security and air traffic control reasons are exceptions. Decide on the refund before accepting any rebooking or credit. ## How is this table built and dated? 11 Sep 2025 is the last-updated date on the DOT Airline Cancellation and Delay Dashboard page. Every cell in the table was re-read against that page on 15 Sep 2026. The dashboard lists the 9 airlines as columns; here each column becomes a row. Source: DOT Airline Cancellation and Delay Dashboard (page last updated 11 Sep 2025) - transportation.gov, checked 2026-09-15. "Yes" and "No" copy the airline customer service commitments as the DOT dashboard shows them, and "Not marked Yes" is never upgraded to No. Nothing is inferred. Spirit Airlines is not one of the 9 columns, so the table has no Spirit row. Neither is [Breeze Airways](https://airtravelrights.com/airlines/breeze-airways/), whose contract of carriage is the only document describing what it offers. The same 9 rows and 7 columns download as [us-airline-customer-service-commitments.csv](https://airtravelrights.com/data/csv/us-airline-customer-service-commitments.csv), also listed in the [data hub](https://airtravelrights.com/data/); the method is on [how we verify](https://airtravelrights.com/how-we-verify/). The DOT's cause-of-delay reporting rule takes effect on 19 Oct 2026 (91 FR 56588). That date triggers a re-check of the table and the maintenance carve-out. So does any new last-updated date on the dashboard. On the day you travel, confirm your airline's column on the DOT page still matches this table. General information on US airline commitments, not legal advice. For your specific case, contact the airline, the DOT's Office of Aviation Consumer Protection or a lawyer. ## Sources - U.S. DOT, Airline Cancellation and Delay Dashboard (page last updated 11 Sep 2025) - [transportation.gov](https://www.transportation.gov/airconsumer/airline-cancellation-delay-dashboard), checked 2026-09-15. - U.S. DOT, Airline Customer Service Dashboard - [transportation.gov](https://www.transportation.gov/airconsumer/airline-customer-service-dashboard), checked 2026-09-15. - 14 CFR 259.5, customer service plan - [ecfr.gov](https://www.ecfr.gov/current/title-14/part-259/section-259.5), checked 2026-09-15. - Federal Register 2025-22415 (90 FR 57138), unscheduled maintenance required by airworthiness directives - [federalregister.gov](https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in), checked 2026-09-15. - U.S. DOT, Fly Rights - [transportation.gov](https://www.transportation.gov/airconsumer/fly-rights), checked 2026-09-15. - Federal Register 2025-20042 (90 FR 51230), airline passenger rights ANPRM withdrawal - [federalregister.gov](https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal), checked 2026-09-15. - 14 CFR Part 260, Refunds (260.2, 260.6, 260.7) - [ecfr.gov](https://www.ecfr.gov/current/title-14/part-260), checked 2026-09-15. - Federal Register 2026-13675 (91 FR 41556), renumbered-flight enforcement discretion - [federalregister.gov](https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections), checked 2026-09-15. - 14 CFR 259.4, tarmac delays - [ecfr.gov](https://www.ecfr.gov/current/title-14/part-259/section-259.4), checked 2026-09-15. - 14 CFR 259.7, response to consumer problems - [ecfr.gov](https://www.ecfr.gov/current/title-14/part-259/section-259.7), checked 2026-09-15. - U.S. DOT, File a Consumer Complaint - [transportation.gov](https://www.transportation.gov/airconsumer/file-consumer-complaint), checked 2026-09-15. - Federal Register 2026-18040 (91 FR 56588), cause-of-delay categories - [federalregister.gov](https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act), checked 2026-09-15. - Regulation (EC) No 261/2004, art. 3 - [eur-lex.europa.eu](https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32004R0261), checked 2026-09-15. - UK261 (assimilated Regulation 261/2004), art. 3 - [legislation.gov.uk](https://www.legislation.gov.uk/eur/2004/261/article/3), checked 2026-09-15.