A cancelled flight can disrupt more than just your schedule. Your first night at a hotel, a connecting flight or a planned excursion may also be affected. So, what should you do if your flight is cancelled? From refunds and compensation to rearranging your journey, a few simple steps can help you protect your trip and understand your rights.
Decide whether you still want to travel
When your flight is cancelled, you might be tempted to accept the airline’s first offer. However, it’s worth considering one simple question: do you still want to travel? Arriving a day late might be manageable for a two-week holiday, but it could ruin a short city break.
Before accepting a refund, take a closer look at the alternative flights available. If you choose to get your ticket refunded, you generally give up your right to an alternative flight provided by the airline.
It’s also important to understand the difference between a flight refund and flight cancellation compensation. A refund covers the cost of your unused ticket, while compensation is an additional payment you may be entitled to under certain conditions. Depending on your situation, you could qualify for both.
To understand your options, consult the European Union’s official guide to air passenger rights. It explains when airlines must provide refunds, alternative flights and financial compensation.
How much notice did the airline give you?
Keep the email or message informing you that your flight has been cancelled. The date you received it matters. Under EU regulations, an airline cancelling your flight a month before departure has different compensation obligations from one notifying you the day before.
There are three main situations to consider:
At least 14 days before departure: the airline is not required to pay the standard compensation for a cancelled flight.
Between 7 and 14 days before departure: compensation may not be payable if the airline offers an alternative flight departing no more than two hours before your original departure time and arriving less than four hours after your scheduled arrival.
Less than 7 days before departure: compensation may not be payable if the alternative flight departs no more than one hour before your original departure and arrives less than two hours after your scheduled arrival.
For the last two situations, both the departure and arrival conditions must be met.
Extraordinary circumstances may also exempt airlines from paying compensation. However, being notified well in advance does not remove your right to choose between a refund and an alternative flight.
Compare alternative flights before making a decision
EU air passenger rights generally apply to flights departing from the European Union, regardless of the airline. They also cover flights arriving in the EU from outside the EU when operated by an EU airline. These rules extend to certain other European countries.
When these regulations apply, you can generally choose between a refund, an alternative flight at the earliest opportunity, or travelling at a later date that suits you, subject to seat availability. Refunds must be issued within seven days, and airlines cannot force you to accept a travel voucher.
When comparing alternative flights, focus on your arrival time rather than just the departure time. A flight leaving immediately but involving two long connections might be less convenient than a direct flight departing a few hours later.
Remember to check what happens to your luggage and any other flights included in your booking.
If none of the proposed alternatives works for you, contact the airline before booking another flight. Keep a record of your conversations, as recovering the cost of a replacement ticket purchased independently can be more complicated.
Know what assistance you can expect at the airport
If you’re waiting for the airline to arrange an alternative flight at the earliest opportunity, ask what assistance it will provide.
Depending on your waiting time, the airline should provide suitable meals and refreshments. If you need to stay overnight, assistance also includes hotel accommodation and transport between the airport and your hotel.
These obligations still apply when a flight is cancelled due to extraordinary circumstances.
If the airline fails to provide assistance and you have to pay for essential expenses yourself, keep your spending reasonable and retain all itemised receipts.
Inform your accommodation and other travel providers
Contacting your hotel or accommodation provider as soon as possible can prevent your delayed arrival from being treated as a no-show.
You should also inform your car rental company or any local guide you have booked.
If you have arranged a guided tour or another activity, getting in touch early may allow you to reschedule rather than cancel your plans altogether.
How to claim compensation for a cancelled flight
Once you’ve rearranged your travel plans, gather all the documents you may need to submit a claim. These include your booking confirmation, the dated cancellation notice, correspondence with the airline and receipts for any additional expenses.
Depending on your flight distance and the circumstances of the cancellation, compensation under EU regulations can amount to €250, €400 or €600. In certain cases, these amounts may be reduced when the airline provides an alternative flight.
When submitting your claim, clearly distinguish between three things: a refund for your ticket, reimbursement of additional expenses and any flight cancellation compensation you may be entitled to.
Start by contacting the airline directly through its official customer service or claims procedure. Provide all relevant documents and keep copies of everything you submit.
Understanding your rights and keeping accurate records can make the claims process easier and help you deal with an unexpected cancellation without unnecessarily disrupting the rest of your trip.
