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.
