An expert has advised on what to know about airline refunds and delays caused by a global IT outage that has resulted in "mass chaos."

• After a global IT outage on Friday morning, airlines grounded flights and caused delays for passengers.
• Microsoft services used by airlines like American, Delta, and United were affected by a failed tech update from cybersecurity firm CrowdStrike.
• Some travelers may be able to receive compensation for delayed or canceled flights.
• The amount of financial compensation for a tech malfunction on an airline will depend on the airline's policy and whether the malfunction is considered a "controllable" event.

Flights operated by major airlines, including United, Delta, and American Airlines, were grounded on Friday morning due to a global IT outage that affected their operations, resulting in travel delays for passengers.

"Imagine the mass chaos that was occurring everywhere," said Eric Napoli, chief legal officer at AirHelp, a company that assists travelers in claiming compensation for delayed or canceled flights.

"The incredible number of flights affected by any kind of shutdown is due to the bottleneck," he stated.

Flight disruptions may entitle passengers to a refund, hotel or meal voucher, or other compensation.

But it largely depends on the airline, travel experts said.

Napoli stated, "We are in a gray area where we are subject to the airline's policy."

There is disagreement among experts about whether the outage falls within or outside of airlines' control, which is crucial in determining whether customers are entitled to financial compensation.

What to know about airlines' financial duty

According to the U.S. Department of Transportation, customers are entitled to a refund of their ticket price (and fees) if an airline cancels their flight for any reason and they decide not to take an alternate flight.

This is true even for non-refundable tickets.

If customers choose not to fly and decline an alternative like a rebooking or flight voucher, they will receive cash back on a canceled flight, according to John Breyault, a travel expert at the National Consumers League.

Financial services companies, including Charles Schwab, were affected by a global tech outage.

The DOT stated that passengers are entitled to a refund for "significant" schedule changes or delays, and have the option to opt out of flying.

The DOT did not specify what constitutes a "significant" delay, as this determination is based on factors such as the length of the delay, the flight, and specific circumstances, the agency stated.

Starting Oct. 28, airlines will be required to promptly and automatically pay refunds to customers due to a Biden administration rule issued in April. This rule also specifies that significant itinerary changes, including delays of three hours for domestic flights and six hours for international flights, must be defined as such.

Customers affected by Friday's outage may have to "jump through hoops with the airline" to claim a refund, Breyault said.

Experts said that it may be more challenging for fliers who bought a ticket through a third-party booking site, rather than directly with the airline.

Financial compensation may require customers to interact with the intermediary, according to Napoli.

Expedia announced on social media Friday morning that it was facing high call volume and long wait times due to a global IT outage. To avoid long hold times, the company urged its customers to postpone their calls and chats if their needs were not urgent.

Airline policies differ on meals, hotels

Many travelers affected by Friday's outage need or want to fly to their end destination, meaning they wouldn't be entitled to a refund.

In such cases, specific airline policies apply instead of federal guarantees for travelers.

According to Sara Rathner, a travel expert at NerdWallet, the airline will transport you to your destination on the next available flight.

The amount of compensation you might receive after a delay may vary among airlines, not only for the delay itself but also for any additional costs you may incur.

The Transportation Department's dashboard outlines the policies of 10 large U.S. airlines and their regional operating partners, which account for 96% of domestic passenger air traffic.

Airlines must abide by these promises, the agency stated.

Airlines may rebook passengers on the same airline for free, on a partner airline, or offer a meal and/or a hotel stay for long delays or cancellations, Napoli said.

Is the global IT outage 'controllable' or not?

Airlines' promises are limited to events within their control.

The Transportation Department states that a "controllable" flight cancellation or delay can be caused by various reasons such as maintenance or crew issues, cabin cleaning, baggage loading, or fueling.

Breyault stated that it is typically more challenging for consumers to obtain compensation for unforeseeable occurrences, such as weather-related events.

There is disagreement among experts on whether Friday's outage was within the control of airlines.

On Friday, a cybersecurity firm, CrowdStrike, experienced a major disruption due to a tech update. This affected Microsoft, causing them to scramble to restore apps and services used by numerous companies, including airlines.

"Rathner of NerdWallet stated that the software in question appeared to be a few degrees removed from the airlines' operations."

Airlines have the ability to select their vendors, according to Breyault. One could argue that a problem with a vendor is within their control, he said.

Breyault stated that it is something consumers should monitor.

Rathner advised that passengers retain any receipts for expenses incurred due to flight delays or cancellations, such as lodging and meal costs, as financial proof when filing a claim with an airline or travel insurer.

Don't discard your receipts as you might be able to recover some of that money, she advised.