Dealing with cancelled flights can be a nightmare, but it doesn’t have to be.
With our guide to cancelled flights, you’ll know who to call, what to do and the flight compensation you may or may not be entitled to. Here’s what you need to know about cancelled flights.
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Navigating cancelled flights
We all know how frustrating it is when your flight is cancelled. One minute you’re all geared up ready to head to far-flung shores. The next, you’re scrambling to figure out when you’ll get on that plane. From rebooking and refunds to finding the right airline contact details and navigating compensation for cancelled flights, these are your next steps.
If your flight departs from the UK or is operated by a UK or EU airline, your rights are protected under UK passenger rights legislation, overseen by the Civil Aviation Authority (CAA).
What to do if your flight is cancelled
Five essential steps
If your flight has been cancelled, make sure you do the following. You may be able to hop on another flight or get your money back.
1. Ask if your airline can rebook you on another flight
You may be entitled to alternative travel
If your journey is covered by UK or EU passenger rights legislation, your airline must offer you a choice between a refund or alternative travel to your final destination. This may include flying as soon as possible, travelling at a later date, or in some cases using alternative transport such as a train or a different airline, subject to availability.
Discuss your options directly with your airline at the airport, via customer service, or through online rebooking tools.
2. Make sure you keep records of all costs incurred
In some cases, airlines must provide care while you wait
If your flight is covered by UK or EU passenger rights law, your airline may be required to provide reasonable care while you wait for your new flight. This can include meals, refreshments, accommodation and transport between the airport and your hotel, depending on the length of the delay.
Keep all receipts for any costs incurred so you can request reimbursement if necessary.
3. Explore your money back options
If you choose not to travel, you’re entitled to a full refund
All airlines process refunds differently so contact the airline or travel agent directly for advice on your refund entitlements. Be ready to provide all flight details and booking reference numbers. The flight refund can be given as cash or as a flight booking voucher.
4. Check advice for non-UK/EU destinations and airlines
Your entitlement will vary outside of the UK and EU
If you’re travelling with a non-UK/EU based airline from a non-UK/EU destination, the airline may not have the same duty for cancelled flights. Refer to the terms and conditions of your booking. Learn more about the refund process and where to find our partner contact details.
5. Check what your rights are
Cancellation policies vary for every airline and travel agent
If your journey is covered by UK passenger rights law, airlines and travel agents manage flight delay claims differently. Visit their official websites to find cancellation policies. Your airline should also notify you on how to claim compensation for a delayed flight.
According to the UK Civil Aviation Authority (CAA), passengers may be entitled to fixed compensation in certain circumstances under UK passenger rights law.
Find out if you’re eligible for compensation
You may be entitled to compensation for any disruption caused
Flight compensation eligibility will vary based on multiple factors
Flight delay compensation varies based on whether the airline gives less than two weeks’ notice, the cancellation is within the airline’s control, the length of your cancelled flight, and the length of disruption.
If the cancellation is caused by “extraordinary circumstances” outside the airline’s control — such as severe weather, security risks or airspace closures — fixed compensation is usually not owed. In these cases, refund or rerouting rights may still apply, but compensation may not.
For flights of 1,500km or less
According to the Civil Aviation Authority, you could be entitled to £220 (€250) compensation for flights 1,500km or less (like Glasgow to Amsterdam). This will be reduced by 50% if the arrival time of the replacement flight doesn’t exceed the time of the original flight by two hours.
For the most up-to-date guidance on your rights, refer to the Civil Aviation Authority (CAA) website or the relevant aviation regulator in your departure country.
For all other flights
According to the Civil Aviation Authority, you could be entitled to £520 (€600) compensation for all other flights (like London to New York). This will be reduced by 50% if the arrival time of the replacement flight doesn’t exceed the time of the original flight by four hours.
Cancelled flight FAQs
From rebooking and refunds to finding the right airline contact details and navigating compensation for cancelled flights, these are your next steps.
You get to the airport, bags in hand, only to see that your flight’s been cancelled. Would you know the first thing you should do? Or whether you’re entitled to compensation? How about the difference between getting your money back and receiving compensation? No? Well, that’s what this guide is for.
What happens if my flight is cancelled?
If your flight is cancelled and covered by UK or EU passenger rights rules, your airline must offer you a choice between:
A full refund
Alternative travel to your destination as soon as possible
Alternative travel at a later date that suits you, subject to availability
Based on this, first decide whether you still want to travel. If you do, your airline should offer alternative travel. If you don't, you're entitled to a refund.
Whatever option you choose, keep receipts and records, know your rights and contact your airline as soon as possible.
If UK/EU passenger rights don't apply, your rights will usually depend on:
Local laws and consumer protection rules that apply in that country
The airline's policies
What should I do first if my flight is cancelled at the airport?
Contact your airline as soon as possible to check what options your airline is offering. This can usually be done:
At the airline's customer service desk
Through the airline's mobile app
Via customer service. (We’ve compiled a list of contact details for many major airlines for you too).
Your options will likely be a choice between a refund or alternative travel to your final destination, whether that means flying as soon as or at a later date. In some cases, it may even mean using alternative transport such as a train or a different airline.
Am I entitled to a refund if my flight is cancelled?
Yes if UK or EU passenger rights apply. Some airlines may offer a voucher instead, but you do not have to accept this if you would prefer a refund.
Outside the UK and EU, your rights will depend on local laws, consumer protection rules and your airline's conditions of carriage, so you may not be entitled to the same refund or rerouting options.
How long does an airline have to give me a refund?
If you choose a refund rather than rerouting, airlines covered by UK or EU passenger rights legislation should usually provide it within seven days.
If you booked through a travel agent or online travel agent, you may need to contact them directly to begin the refund process. While your entitlement to a refund remains the same, refunds can sometimes take longer to reach passengers because they are processed through an intermediary rather than directly between the airline and traveller.
What care should the airline provide while I wait?
If your flight is covered by UK or EU passenger rights rules, and you choose alternative travel rather than a refund, your airline has a duty to provide care while you wait.
This can include meals and refreshments, hotel accommodation if an overnight stay is required and transport between the airport and your accommodation. However, it could also potentially include access to communication, such as phone calls or internet access where necessary. The best approach is to keep all receipts and records for reasonable expenses as you may be able to claim reimbursement from the airline later.
Am I entitled to compensation if my flight is cancelled?
For flight cancellations under UK/EU passenger rights rules, you are geneally entitled to compensation if:
The airline gave less than 14 days' notice
The cancellation was within the airline's control
Your replacement flight arrives later than the timing thresholds set by UK/EU passenger rights rules:
If you were given less than 7 days' notice, you are generally entitled to compensation unless the replacement flight:
Departs no more than 1 hour earlier than your original flight, and
Arrives less than 2 hours later than your original flight.
If you were given between 7 and 14 days' notice, you are generally entitled to compensation unless the replacement flight:
Departs no more than 2 hours earlier than your original flight, and
Arrives less than 4 hours later than your original flight.
The amount depends on factors including flight distance, notice period and the timing of your replacement flight.
According to the Civil Aviation Authority, you could be entitled to £220 (€250) compensation for flights 1,500km or less (like Glasgow to Amsterdam). This will be reduced by 50% if the arrival time of the replacement flight doesn’t exceed the time of the original flight by two hours.
£520 (€600) compensation for all other flights (like London to New York). This will be reduced by 50% if the arrival time of the replacement flight doesn’t exceed the time of the original flight by four hours.
For the most up-to-date guidance on your rights, refer to the Civil Aviation Authority (CAA) website or the relevant aviation regulator in your departure country.
What is the difference between a refund and compensation?
A refund and compensation are not the same thing but they are both legal entitlements under UK and EU passenger rights.
A refund is money back for the flight you did not take because the airline cancelled it. If your flight is covered by UK or EU passenger rights legislation and you choose not to travel, your airline must offer you a refund. Alternatively, you can choose to be rerouted to your destination.
Compensation is designed to make up for the disruption caused by the cancellation and depends on various factors, including how much notice you were given, whether the cancellation was within the airline's control, and the timing of replacement flights.
For example, if an airline cancels your flight two days before departure because of a staffing or technical issue and you decide not to travel, you may be entitled to both a refund for your ticket and compensation for the disruption.
However, if the cancellation was caused by severe weather or another extraordinary circumstance outside the airline's control, you would usually still be entitled to a refund or alternative travel, but not compensation.
Refund: If an airline cancels your flight and UK or EU passenger rights rules apply, you are entitled to get your money back for the unused ticket if you decide not to travel.
Re-routing: Under UK and EU passenger rights rules, airlines must also offer an alternative way to reach your destination. This means passengers should generally be given a choice between a refund and re-routing.
Compensation: If the airline cancels your flight for reasons within its control and certain eligibility criteria are met, you may also be entitled to additional compensation to account for the inconvenience caused by the cancellation or resulting delay.
Scenario | Am I entitled to a refund? | Am I entitled to compensation? |
Airline cancels your flight two days before departure because of a staffing issue and you decide no to travel | Yes | Yes, most likely. Staffing issues are usually considered under the airline’s control and the airline gave you less than 14 days notice. |
Airline cancels your flight two days before departure because of a staffing issue and rebooks you on a later flight | No. If the airline offers a refund or rerouting and you elect rerouting, you will not also receive a refund | Yes, most likely. Staffing issues are usually considered under the airline’s control and the airline gave you less than 14 days notice. |
Airline cancels your flight because of severe weather | Yes | No, it’s unlikely because severe weather is outside the airline’s control |
Can I get compensation if my flight is cancelled due to bad weather?
It’s unlikely. Compensation is usually because the airline has cancelled due to circumstances within its control. If the cancellation is caused by ‘extraordinary circumstances’ outside the airline’s control, such as severe weather, security risks or airspace closures, refund or rerouting rights may still apply, but fixed compensation is usually not owed.
Check advice for non-UK/EU destinations and airlines because your entitlement will vary .outside of the UK and EU so you may not have the same duty for cancelled flights. Learn more about the refund process and where to find our partner contact details.
