DOT launches new air traveler dashboard to address delays and cancellations

MILWAUKEE (CBS 58) -- A new website from the Department of Transportation aims to better inform air travelers of their rights when taking to the skies following a turbulent summer that saw tens of thousands of flight cancellations and delays.

The tool is expected to help travelers like Margo Oury, Charlotte Adams and Isabela Reyes who were making their way through Mitchell International Airport on Thursday, Sept. 1.

"We are here for a little Labor Day weekend at our friend's lake house," Oury said.

CBS 58 asked if they were aware of what they are entitled to in the event of a cancellation of their flight.

"No, I typically just call my mom and complain and she helps me," Adams said.

"I've only ever seen the compensation from TikTok, I didn't know you got compensation until I watched the TikTok," Reyes said.

The new Airline Customer Service Dashboard website features a breakdown of air traveler rights for a variety of situations like flight cancellations and delays, baggage handling, flight bumping and overselling, disability access and more.

"What the DOT is looking to do […] is make it very clear and very consistent across the board with regard to what you're entitled to if certain things do happen when you're traveling," said Rose Gray, the director of business relations for Fox World Travel.

Experts like Gray said many people caught in the confusion and chaos of air travel don't know their rights that airlines must adhere to.

"If your domestic flight is delayed by three hours or completely canceled, you're entitled to a refund, not a voucher, an actual refund," Gray explained.

Following a summer of an extraordinary high number of cancellations and delays, the DOT hopes this new site levels the playing field for travelers.

"We feel like we're a pawn in their big chess game of the airlines and that's not really the case," Gray said.

The new Airline Customer Service Dashboard website can be found here.