Direct Air suspended service on March 13, 2012. Read Massport's official statement on this matter.
Direct Air Contact Information
1 (855) 888-8090
Worcester Regional Airport Customer Support Center
United States Department of Transportation
Aviation Consumer Protection and Enforcement
Massachusetts Attorney General
Public Inquiry and Assistance Center
Hotline: (888) 514-6277
Frequently Asked Questions:
Q. How can I get a refund for my ticket?
A: As a customer of Direct Air traveling on a Public Charter, your payment should have been placed in escrow by Direct Air with the institutions mentioned below. Based on the language in Direct Air’s Participant Agreement, available on their website, you must contact Platte River Insurance Company of Wisconsin within 60 days to request a refund.
The US DOT Aviation Consumer Protection office says public charter operators must have a surety agreement, such as a bond, and must usually have an escrow account at a bank that holds your money until your flight operates. If your money is going into a charter escrow account, the bank will be named in your contract, and the check that is sent to the charter operator should be made payable to that bank. If you pay by credit card, the charter operator is required to ensure that your payment is deposited in the escrow account. If a charter operator goes out of business you should contact the surety company or bank identified in your contract for a refund.
Credit and Debit Card Refunds
Customers who paid Direct Air by credit card may be entitled to a credit from their credit card company under the Fair Credit Billing Act. Write to your credit card issuer, being sure to state your account number. Enclose a photocopy of your credit card statement, if you have received one, and a photocopy of your ticket, itinerary or receipt if possible, or indicate the price of the transportation and the date it was purchased. State that Direct Air has ceased operations, that you will not receive the product that you charged to your account (i.e., the comprehensive tour), and that you are requesting a credit pursuant to the Fair Credit Billing Act.
The credit card issuer must receive this notice no later than 60 days after the date that you received the first monthly statement that listed the Direct Air charge, although credit card companies sometimes waive this deadline for future transportation. If you have a paper ticket or other evidence of your transportation, some credit card issuers may ask for the original unused ticket or other documentation. If this is requested, keep a photocopy and send the original by certified mail. Do not send the original documentation unless it is requested. However, it would be a good idea to enclose a copy of any confirmation or itinerary sheet that you may have received.
There are no federal protections for debit card purchases of the type described above for credit cards. However, some debit card issuers voluntarily provide some or all of those protections. If you paid by debit card, check with your debit card issuer regarding your refund rights.
Q. Will Massport reimburse me if Direct Air does not?
A. Your contract is with Direct Air, not with Massport. We will work to assist you in getting reimbursed, but Massport cannot use its funding – public money – to compensate private individuals for loss.
Q. Can I use my Direct Air ticket on another airline?
A. You can contact airlines and explain the situation and see if you can go standby on their planes, but regularly scheduled carriers are under no obligation to honor the tickets of private air charter services like Direct Air and it is unlikely they will do so.
Q. What else can I do?
A. You can file a complaint with the US Department of Transportation, Aviation Consumer Protection and Enforcement by telephoning 202-366-2220 or the Massachusetts Attorney General’s Public Inquiry and Assistance Center at 888-514-6277.
Q. My car is at the airport. Will it be ok?
A. The airport remains open with a security and management staff on hand 24/7. Massport is waiving the parking fee for all Direct Air passengers stranded by the company.
Q. Someone else is picking my car up and I have the parking ticket in my possession. What do I do?
A. Call Massport customer service at 508-799-1741 and provide information on who will be retrieving the car. If immediate assistance is needed, please contact Worcester Airport Security at 508-799-1348.
Q. I’m returning to a different airport. How can I get to Worcester?
A. There are airport limousine services between Worcester and neighboring airport. Commuter rail service is also available between Boston and Worcester.
- Worcester Airport Limousine - 800 660 0992*
- • Knight’s Airport Limousine - 800-822-5456
* offering a customer distressed rate
Q. If I need to rent a car one way, what rental companies have offices in Worcester?
- Avis - 508-754-7004
- Hertz - 508-753-7203
- Thrifty - 508-792-0537
- Enterprise - 508-798-6769