A severed fiber optic cable knocked thousands of flights off the East Coast on Monday, and travelers are now trying to figure out what the airlines owe them. According to Eric Napoli, the chief legal officer at AirHelp, the answer is simple: a full cash refund.
“Under U.S. domestic law on flights, the rules are that you’re entitled to a full cash refund,” Napoli told Fox News Digital.
The Cable That Broke
The problem started when a construction crew cut a fiber optic cable on New Jersey Transit property. Amtrak said the incident happened on its property and involved a New Jersey Transit contractor. NJ Transit acknowledged working on the site but said its crew was digging about 10 feet away from the utility markings.
Who Gets What Money
For domestic flyers, the rule is straightforward. Under U.S. law, you get your money back. If you are flying to or from Europe, the situation changes slightly. European law would normally require airlines to pay up to $700 in compensation for delays, but Napoli said this case is different.
“This is completely outside of the airline’s control,” he said. “This is a tower-to-ground issue, so you don’t get any compensation.” Instead, he said, travelers who decide not to take the rescheduled flight are entitled to a full cash refund.
Why the Airlines Get Out
The key point is that the delay was not caused by the airlines. Because the cable was cut by a construction crew and not by any airline, European law does not apply. The incident was a network connectivity issue completely outside the airline’s control, Napoli said, much like a hurricane flying in.
“If the aircraft had a technical issue and they weren’t able to fix it in time, that’s part of the airline’s business and operating model, so an airline would have to pay up to $700,” he explained.
What the Airlines Offer Instead
When airlines cancel a flight, they typically offer two things:
- A rescheduled trip
- A new seat on another carrier
Napoli said accepting either offer closes the door on the refund.
“The airline will come to the passenger and say, ‘Either we’ve canceled the flight or we’ve rescheduled the flight for the next day, and we’ve put you on another flight,'” he explained. “If you decide to take the flight, then you wouldn’t get your money back because you have consumed a service.”
The Proactive Passenger
Napoli urged travelers to be proactive. He said airlines are good at pushing rescheduled flights through their apps, but they do not always make it easy to claim compensation under European law.
“Generally, if you don’t ask for it, you’re not going to get it, so you have to be pretty proactive,” he said. He recommended checking AirHelp’s website and app for flight status updates.
What to Watch For
Here is what travelers should know:
- A full cash refund is the default under U.S. law.
- European law applies only if the airline causes the delay.
- Accepting a rescheduled flight forfeits the refund.
- Travelers are not entitled to the $700 cash payment under European law when the delay is outside their control.
The takeaway is that travelers should act before the airlines do. The airlines are not going to volunteer a refund, so asking for it is the smart move.
The Calm Response
Napoli ended with practical advice for travelers caught in the chaos.
“Be prepared. Things can go wrong, and we get angry and upset,” he said. “But getting angry at the people at the airport desk doesn’t help the situation — it just makes you angrier. It’s best to keep calm, talk to people civilly, and hopefully, things will work out.”
That advice holds up. The situation is chaotic, and anger will not fix it.
Source material: “Legal expert details what travelers are entitled to after massive East Coast flight cancellations,” Fox News.
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