Flight cancelled? Your options and rights

Start by checking what has already happened

When a flight is cancelled, many airlines will often rebook you automatically and send the new itinerary by email, text or app notification. Before you do anything else, check your reservation so you know what you are starting from.

• Check the reason given for the cancellation (weather, mechanical, crew or operational).
• See whether you have already been moved to another flight, and whether that flight works for you.
• Write down your confirmation code and the original flight number.
• Do not cancel the booking yourself. Letting the airline record the cancellation keeps your refund rights clear.

Rebooking or refund: your two main paths

You can usually choose between travelling on an alternative flight or not travelling and asking for your money back. Airlines may also offer a travel credit for future travel. A credit is optional: if the airline cancelled, you can ask for a refund instead.

• Rebook when the new flight gets you there on a schedule you can live with. Seats on the next departures go quickly during disruptions, so act early.
• Refund when the alternatives do not work for your plans. Ask for a refund specifically, not a credit.
• Credit only if you are sure you will fly again with the same airline before it expires, and you have read the conditions.

Your refund rights in the United States

Under rules enforced by the US Department of Transportation (DOT) Aviation Consumer Protection, airlines must provide a refund when they cancel or significantly change a flight to, from or within the US and the passenger chooses not to accept the alternative offered. This applies to non-refundable tickets too.

• A significant change includes the departure or arrival time moving by more than 3 hours on a domestic flight or more than 6 hours on an international flight, a different departure or arrival airport, extra connections, or a downgrade to a lower class of service.
• Refunds should be issued automatically to the original form of payment: within 7 business days for credit card purchases and within 20 calendar days for other payment methods.
• Unused paid extras, such as seat selection, are also refundable when the flight they relate to does not operate.

Rules can change, so check the DOT website for the current position before you rely on it.

Meals, hotels and other care

US law does not require airlines to provide meals or hotels after a cancellation. However, major US airlines publish customer service commitments that often include meal vouchers or a hotel when the cancellation is within the airline’s control and you are stuck overnight. The DOT publishes a dashboard comparing these commitments by airline.

Flying from Europe?

Different rules apply under EU Regulation 261/2004 (and the equivalent UK rules). For flights departing the EU or UK, and for flights arriving there on an EU or UK airline, passengers may be entitled to fixed compensation as well as care and assistance, unless the cancellation was caused by extraordinary circumstances such as severe weather.

How FlightConnectors can help

If you would rather not work through this alone, an independent specialist can talk you through the options that apply to your ticket, explain the fare rules in plain English and help you decide what to ask the airline for. It helps most when the airline’s self-service options are not giving you a workable choice, or when your trip has several legs.

We are not the airline and cannot override its decisions, and you can always contact your airline directly at no charge. If our service involves a fee, we explain it before you decide to go ahead.

Common questions

Can the airline give me a credit instead of a refund?

Airlines may offer a credit, but when the airline cancels a flight and you choose not to travel, US rules entitle you to a refund. You do not have to accept a credit.

How long does a refund take?

For credit card purchases, DOT rules require refunds within 7 business days; for other payment methods, within 20 calendar days. If you booked through an agency, the refund may come through them.

Will I get compensation as well as a refund?

For flights within the US, there is no legal requirement for cash compensation on top of a refund. Some airlines offer goodwill gestures. For flights covered by EU or UK rules, fixed compensation may apply.