Cancelled or delayed flight

For travellers whose flight is cancelled or badly delayed abroad. Passenger rights differ by country and airline, so this guide covers the steps official sources agree on: the airline first, records, insurance and complaints.

  1. Watch the airline's updates

    Check your airline's app, website, text messages and airport announcements, and note what reason it gives for the delay or cancellation. The reason can affect what the airline has to offer you, so ask the airline if it is unclear.

  2. Ask the airline first

    Speak to the airline before anything else. Ask it to rebook you on the next available flight or explain your refund options, and ask what help it gives while you wait, such as meals, or a hotel if you are stuck overnight.

  3. Do not cancel too soon

    During wide disruption, such as conflict or airspace closures, avoid cancelling your own flights before you understand your options, because alternatives may be limited. Get advice from the airline or your travel agent first.

  4. Keep every record and receipt

    Keep your ticket, reservation confirmation and reference number, boarding pass and all airline messages. Save receipts for meals, hotels and transport you pay for yourself, and keep spending reasonable, because luxury hotels or alcohol are unlikely to be repaid.

  5. Check insurance and card cover

    Check whether your travel insurance covers delays, cancellations and travel disruption, and contact your insurer if your trip is affected. If you paid by card, ask the card provider whether the card includes travel insurance or a way to reclaim payment for a service you did not get. This depends on the card and on your country's rules.

  6. Find which rules apply

    Passenger rights depend on where the flight leaves from or lands, which airline runs it, and what caused the problem. Check the passenger rules of the countries involved and your airline's own conditions, rather than relying on general claims.

  7. Claim or complain in writing

    Send any claim for a refund or expenses to the airline in writing, and keep proof that you contacted it. If it does not reply or you disagree with its answer, ask whether an official complaints body or dispute scheme covers your flight.

  8. Know what embassies cannot pay

    Your own government's embassy or consulate generally cannot pay your bills or travel costs, such as hotels, delayed travel or cancelled trips. Make any claim for these costs to the airline, your travel insurer or your card provider instead.

Sources

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