What to Do If Your Flight Is Cancelled
Knowing what to do if your flight is cancelled can save you money, time and unnecessary stress when your travel plans suddenly fall apart.
A cancellation does not necessarily mean you have to accept losing your ticket or pay for another flight yourself.
If your journey is covered by UK passenger rights law, your airline must generally offer you a choice between a refund or alternative travel to your destination.
If you still want to make the trip, think carefully before accepting a refund.
Once you choose a refund, you will generally give up your right to have the airline reroute you under the cancelled booking.
If you choose an alternative flight instead, the airline also has responsibilities to look after you while you wait.
Depending on the circumstances, that can include:
- Food and refreshments
- Hotel accommodation
- Transport between the airport and hotel
- Help with communication costs
- A replacement flight
- In some cases, financial compensation
The important thing is to understand that refunds, care and compensation are different rights.
You might be entitled to a replacement flight and hotel even when you are not entitled to cash compensation.
First, please confirm that your flight has actually been cancelled.
During major airport disruption, information can change rapidly.
Before heading to the airport, check the status of your individual flight.
Use your airline’s official website or app, your booking account and any email or text notifications sent to you.
You can also check the airport’s departure information.
Do not rely solely on social media posts saying that an airport is experiencing cancellations.
Some flights may still operate normally even when hundreds of others are delayed or cancelled.
If the airline confirms the cancellation, save the notification.
Take a screenshot if necessary.
This can be useful later if you need to make an expense or compensation claim.
Understand Whether UK Passenger Rights Apply
UK passenger-rights law covers many journeys involving Britain.
Broadly, the CAA says the rules apply when your flight is:
Departing from a UK airport on any airline
or
Arriving in the UK on a UK or EU airline
or
Arriving in the EU on a UK airline is also relevant.
This distinction matters particularly when you are flying back to Britain from another country.
For example, a flight leaving the UK is covered regardless of the airline’s nationality.
But a flight into the UK operated by an airline from outside the UK or EU may fall outside the UK regime.
Other local passenger-rights laws or your travel insurance could still provide protection.
You Have a Choice: Refund or Alternative Travel
This is probably the most important rule to understand.
If your covered flight is cancelled, your airline should offer you options.
You can choose a refund if you no longer want to travel.
Alternatively, you can choose rerouting at the earliest opportunity if you still need to reach your destination.
You may also choose rerouting at a later date that is convenient for you, subject to availability.
Think carefully before making the choice because you will generally not be able to change your mind afterwards.
Do Not Automatically Accept a Refund
This scenario is where passengers can make an expensive mistake.
Imagine your £150 flight is cancelled.
The airline immediately offers you a £150 refund through its app.
You accept.
But you still need to reach your destination, and the only replacement ticket available now costs £500.
You may have created a much bigger problem for yourself.
If you still need to travel, ask the airline to reroute you rather than automatically accepting the refund.
The CAA specifically advises passengers not to choose a refund if they still want to travel.
How Quickly Should You Receive Your Refund?
If you decide that you no longer want to travel, you can request your money back.
According to UK rules, the airline must issue the refund within seven days.
Sometimes, if you booked through a third-party travel agent, the process can take longer.
The refund should cover the unused parts of your ticket.
For example, suppose you bought a return ticket from Manchester to Rome.
Your outbound flight is cancelled before you travel and you decide to abandon the trip entirely.
You may be entitled to a refund for the entire return booking rather than only the cancelled outbound flight.
Can You Ask to Fly With Another Airline?
Potentially, yes.
The airline that cancelled your flight will normally first try to place you on another one of its services.
However, that is not necessarily the end of the discussion.
If another airline can get you to your destination significantly sooner, you may have the right to reroute yourself using that alternative.
Other reasonable forms of transport can sometimes also be considered.
Suppose your airline tells you:
“Our next available flight is in two days.”
But another carrier has seats available tomorrow morning.
Ask your airline whether it can reroute you on that earlier service.
Give the original airline the opportunity to arrange the alternative before spending a large amount of money yourself.
Your Airline Must Look After You While You Wait
If you choose rerouting and have to wait for your replacement flight, the airline has a duty of care.
Depending on the circumstances, the duty of care can include a reasonable amount of food and drink.
It should also provide a way for you to communicate, such as covering reasonable telephone costs.
If your replacement flight does not depart until the following day, the airline should normally arrange accommodation.
It should also provide appropriate transport between the airport and the accommodation.
Importantly, these care rights do not simply disappear just because something outside the airline’s control caused the cancellation.
That distinction is crucial.
What If the Airline Says Bad Weather Caused the Cancellation?
Bad weather can affect your right to financial compensation.
It does not necessarily remove your right to care and rerouting.
For example, suppose severe weather makes it impossible for aircraft to operate safely.
The airline may not owe you fixed cash compensation because the cancellation resulted from extraordinary circumstances.
But if your flight is covered and you choose rerouting, the airline still has obligations regarding alternative travel and reasonable care while you wait.
This is why passengers should consider “no compensation” to mean they still have rights.
They are different things.
What if the airline does not provide you with food or a hotel?
Major disruptions can overwhelm airlines.
Thousands of passengers may suddenly need accommodation, meals and replacement flights all at once.
If the airline cannot organise reasonable care for you, the CAA’s position is that you can make reasonable arrangements yourself and seek reimbursement afterwards.
But be sensible.
Do not book a five-star luxury hotel because your airline failed to provide accommodation.
Do not expect the airline to pay for expensive restaurant meals or alcohol.
Choose reasonable alternatives and, most importantly:
KEEP EVERY ITEMISED RECEIPT.
Receipts can be essential when claiming your expenses back.
Keep Evidence of Everything
A small amount of organisation can make a big difference later.
Keep:
- Your booking confirmation
- Boarding pass
- Cancellation email or text
- Screenshots from the airline app
- Replacement-flight information
- Hotel receipts
- Food receipts
- Transport receipts
- Emails or messages exchanged with the airline
Also write down what happened while it is fresh in your memory.
If you spoke with an airline representative, note approximately when the conversation happened and what they told you.
Can You Get Compensation for a Cancelled Flight?
Possibly.
This is separate from your right to a refund or rerouting.
Under UK passenger-rights rules, you may be entitled to fixed compensation when the airline gives you less than 14 days’ notice of the cancellation.
Whether you qualify depends on factors including:
- When the airline told you about the cancellation
- Why the flight was cancelled
- The distance of the flight
- The departure and arrival times of any replacement journey
Where the relevant conditions are satisfied, compensation can reach £520 per passenger for qualifying long-haul cancellations.
But compensation is not automatic.
You normally need to claim it from the airline.
How Much Flight Cancellation Compensation Could You Receive?
Depending on the exact circumstances, UK fixed compensation levels can include:
| Flight distance | Potential compensation |
|---|---|
| Under 1,500km | Up to £220 |
| 1,500km–3,500km | Up to £350 |
| Over 3,500km | Up to £520 |
In some circumstances, these amounts can be reduced by 50% depending on the timing of the replacement flight.
The exact rules around notice periods and replacement-flight timings are important, so passengers should check their individual circumstances rather than assuming the maximum amount applies.
When will you typically not receive compensation?
Airlines do not normally have to pay fixed compensation when a cancellation results from extraordinary circumstances that could not have been avoided even if reasonable measures had been taken.
Examples can include:
Severe weather
Air traffic control decisions
Certain strikes unrelated to the airline
Security risks
Political or civil unrest
Bird strikes
and certain other exceptional events.
However, the airline cannot simply use the words “extraordinary circumstances” and automatically remove all responsibility.
The specific facts matter.
And remember: even when extraordinary circumstances mean you are not owed fixed compensation, your other rights to rerouting/refund and applicable care can remain.
What About Air-Traffic-Control Problems?
Air-traffic-control disruption is particularly important because it can affect thousands of flights simultaneously.
If an air-traffic-control problem causes your flight to be cancelled, the airline may argue that the circumstances were outside its control.
That could mean fixed compensation is not payable.
But passengers on covered flights still have rights regarding refunds or rerouting.
Those choosing rerouting can also retain rights to appropriate care while waiting.
So if the airline tells you:
“The cancellation wasn’t our fault.”
That does not automatically mean:
“We don’t have to help you.”
Those are two completely unique questions.
What If You Booked a Package Holiday?
Package-holiday passengers can have additional protection.
If your cancelled flight forms part of a package holiday, you still benefit from relevant air-passenger rights.
But you may also have rights under the UK’s package-travel rules.
Depending on the circumstances, your package organiser may need to offer a suitable alternative holiday or provide a refund.
Contact both the airline and package provider if necessary, particularly if the cancellation affects the entire holiday rather than just the journey.
What If You Booked Through a Travel Agent?
Booking through a third party does not automatically remove your underlying passenger rights.
However, it can complicate communication.
The airline may tell you to contact your agent for certain booking changes or refunds.
Keep records of communication with both companies.
If the airline cancelled the flight, establish clearly whether the airline or agent will process your refund or alternative arrangements.
Be Careful With Separate Connecting Tickets
This scenario is another area where travellers can get caught out.
Suppose you buy:
Glasgow → London
and separately:
London → Dubai.
If the first flight is cancelled and you miss the second, you may not have the same protection as someone whose entire Glasgow-to-Dubai journey was booked under one connecting itinerary.
The CAA describes separately booked connections as self-transfer journeys.
Statutory protection generally applies to each individual booking rather than automatically covering the entire journey.
Travel insurance can therefore be especially valuable when constructing trips using separate tickets.
Contact Your Travel Insurer
Even where the airline has responsibilities, check your travel-insurance policy.
Insurance may cover additional losses that passenger-rights legislation does not.
For example, depending on your policy, you may have protection for non-refundable accommodation, missed activities or other consequential expenses.
Do not assume the airline will automatically cover these losses.
Check your policy wording and contact your insurer.
How to Claim Your Money Back
Claims for compensation and reimbursement should normally be made directly to the airline first.
Most airlines have an online claim form.
You may need to make separate claims for:
Fixed compensation
and
Expenses such as hotels, food and transport.
Please provide your booking details and supporting evidence.
You generally do not need to immediately pay a claims-management company to do this work for you.
You should first try claiming directly from the airline.
What If the Airline Rejects Your Claim?
A rejection is not necessarily the end of the process.
You should ask the airline to explain why your claim was refused.
If you believe the decision is incorrect, you can challenge it with supporting evidence.
If the dispute remains unresolved, you may be able to escalate it to an Alternative Dispute Resolution provider if the airline participates in an approved scheme.
The CAA says aviation consumers can currently use schemes including AviationADR and CEDR, depending on the airline.
Where appropriate, the CAA’s Passenger Advice and Complaints Team may also be relevant.
Quick Checklist: Your Flight Has Just Been Cancelled
If you are standing in an airport looking at a giant red CANCELLED sign, remember these steps:
- Confirm the cancellation with your airline.
- Do not automatically accept a refund if you still need to travel.
- Ask for rerouting at the earliest opportunity.
- Ask about another airline if it can get you there significantly sooner.
- Request food and refreshments while waiting.
- Ask for a hotel and transport if an overnight stay is necessary.
- If the airline cannot provide care, keep receipts for reasonable expenses.
- Save all cancellation notifications and booking information.
- Check whether you qualify for compensation.
- Submit your claim directly to the airline.
Conclusion
Understanding what to do if your flight is cancelled can prevent a stressful situation from becoming unnecessarily expensive.
For flights covered by UK passenger-rights law, the airline should generally give you a choice between a refund and alternative travel.
If you still want to reach your destination, do not rush into accepting a refund.
Ask about rerouting instead.
If you have to wait, you may also have rights to food, refreshments, accommodation and transport.
And if the airline gave you less than 14 days’ notice and the cancellation was within its responsibility, you may also qualify for fixed compensation of up to £520 per passenger, depending on the flight and circumstances.
The most important rule is simple:
Know what you are accepting before you press the refund button, and keep every receipt.
Frequently Asked Questions
What should I do first if my flight is cancelled?
Confirm the cancellation directly with your airline and decide whether you still want to travel. If you do, ask for rerouting rather than automatically accepting a refund.
Do airlines have to refund cancelled flights?
For flights covered by UK passenger rights law, airlines must offer a refund as an option when they cancel your flight. If you choose a refund, it should normally be provided within seven days.
Does an airline have to provide a hotel after cancelling my flight?
If you choose rerouting and need to wait overnight for your replacement flight, the airline should generally provide appropriate accommodation and transport between the airport and accommodation.
Can I get £520 if my flight is cancelled?
Potentially. Qualifying long-haul cancellations can attract compensation of up to £520 per passenger, but eligibility depends on factors including the cancellation reason, notice given and replacement-flight timing.
Do I receive compensation if bad weather cancels my flight?
Usually not fixed compensation if qualifying extraordinary circumstances caused the cancellation. However, applicable rights to refund or rerouting and care can still remain.
Can the airline put me on another airline?
Potentially. If another airline can get you to your destination significantly sooner, the CAA says you may have the right to be rerouted using that alternative. Discuss it with your airline before buying your own expensive replacement ticket.
