Flight Delayed or Cancelled? What to Do, Step by Step

Check the airline's app, website or text messages and the airport screens. Find out whether the flight is delayed or cancelled, the new time if there is one, and the reason if it is given. Airlines often update the app before they update the screens.

Step 2: Use the fastest channel to rebook

If your flight is cancelled, other passengers will also be looking for seats. Try several routes at once:

• The airline's app or website. Many airlines let you rebook yourself.
• The airline's phone line or messaging. It can be quicker than a queue.
• The airline's desk at the airport. If the queue is long, use the other channels while you wait.

Ask for the first available alternative, including with another airline if your airline offers that. If a rebooking offer does not suit you, ask what other options exist.

Step 3: Know what you can ask for

What you are entitled to depends on the country, the airline, the reason and the length of the delay. As a general guide:

• The European Union and the United Kingdom. Rules in both places can give you the right to care (such as meals and refreshments, and a hotel if you must stay overnight) when a delay is long enough. They also provide rerouting or a refund when a flight is cancelled. Fixed compensation may be payable in some cases, depending on the length of the delay at your final destination, the distance of the flight and the reason. If the cause is outside the airline's control, such as severe weather, compensation may not be due, but care and rerouting still apply.
• The United States. Federal rules require a refund if the airline cancels your flight or makes a significant change and you choose not to travel on the alternative offered. There is no general federal rule requiring cash compensation for ordinary delays. Many airlines publish their own commitments for meals or hotels in certain circumstances, and the Department of Transportation publishes a comparison of what each airline promises.
• Elsewhere. Many other countries have their own passenger rules. Look for your national aviation authority's passenger guidance.

Step 4: Keep records

Save everything that may matter later:

• Your booking confirmation and boarding pass.
• Screenshots of delay or cancellation notices.
• The names of staff you spoke to, and the time.
• Receipts for meals, transport and hotels if you pay for something yourself.

If you pay out of pocket, keep it reasonable and check what the airline says it will reimburse.

Step 5: Protect your plans

• Missed connection on one ticket. If both flights are on the same booking, the airline normally has to rebook you. If you booked separately, you may not be protected, so contact the airline for the second flight as soon as you know.
• Hotels and transport. Tell your hotel or transfer service that you will be late.
• Travel insurance. If you bought insurance or paid by credit card, check what it covers and what proof it requires.

Step 6: Making a claim afterwards

If you believe you are owed a refund or compensation, contact the airline in writing, with your documents. Keep the answer. If the airline rejects it and you think it is wrong, you can usually escalate to a national enforcement body or an alternative dispute resolution service. Be wary of anyone who asks for a large fee to claim on your behalf, and check that any claims service is reputable.

What not to do

• Do not leave the airport without telling the airline if you are in the middle of a rebooking.
• Do not accept a voucher in place of a refund if you want your money back, unless the offer suits you.
• Do not assume the first answer from one agent is final. Politely asking again, or asking a different agent, is reasonable.

A short script to use at the desk

"My flight to [place] has been cancelled. Can you rebook me on the earliest available flight, including on another airline if needed? If I have to wait, what meals or accommodation will you provide?" Short, polite and specific requests tend to work best.

The takeaway

Find out what has happened, rebook quickly through several channels, keep every receipt and message, and know the basics of your rights. A calm approach usually gets the best outcome.