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Cancelled flights: Your guide to your rights and compensation

Photo of Jacob LewisPhoto of Jacob Lewis
By Jacob Lewis

4 April 2019 | Updated 2 October 20247 min read

Has your flight been cancelled? No matter the reason – whether it’s a natural disaster, international conflict or an air traffic control issue – you are entitled to assistance from your airline.

In cases where the cancellation is your airline’s fault, you may even be eligible for flight cancellation compensation.

Whatever the case, our guide to what happens if your flight is cancelled will help get you on your way again.

What should I do if my flight is cancelled?

If you’re already at the airport when your flight is cancelled, your airline is obliged to provide assistance, which should include vouchers for food and drink.

If they don’t, make sure you keep all receipts and documentation related to your flight and any expenses incurred due to the cancellation. This isn't just essential for potential insurance claims, but also for claiming reimbursement from the airline for reasonable expenses.

If your flight is cancelled days or weeks before your departure date, you’ll be notified by your airline by email or text and given the opportunity to choose another flight or receive a refund.

What are my rights if my flight is cancelled?

If your flight is covered by UK or EU law, your airline must let you choose between two options:

  1. A refund: If you no longer want to travel, you’re entitled to your money back for all unused parts of your ticket (ie if your outbound leg of a return flight is cancelled, you can receive a refund for the full cost of your flight)
  2. An alternative flight: If you still want to travel, your airline must book you on the next equivalent available flight, even if it’s with a different airline. You can also choose to fly at a later date that suits you. This may be especially useful for a short-haul weekend away as you may be cutting your holiday drastically short if you can’t reschedule on the same day.

Does the airline have to provide assistance while I wait?

Yes, if your flight is cancelled and you're already at the airport, the airline is obliged to provide care and assistance in the form of :

  • Food and drink, usually via vouchers for airport cafes and restaurants
  • A way for you to communicate, by refunding the cost of your calls
  • Nearby accommodation, if your earliest flight is the next day
  • Transport to and from the accommodation, or your home if it's nearby

You are entitled to this care until you can get to your destination – regardless of the cause of your flight cancellation.

What if the airline doesn't provide assistance?

During major disruptions, airlines may be unable to arrange assistance for all its passengers. If this happens, you have the right to organise it yourself – at a reasonable cost – and claim it back later.

Keep every receipt and keep your spending reasonable if you have to pay your own way – it’s unlikely you’ll get a refund on a luxury hotel or alcohol.

Can I get compensation for a cancelled flight?

When it comes to claiming compensation for a cancelled flight, timing is everything – if your flight was cancelled less than 14 days before you’re due to fly, you could be eligible to make a claim.

These compensation rules apply to many flights to, from or within the UK. To be covered, your flight must either:

  • depart from an airport in the UK on any airline, or
  • arrive at an airport in the UK on an EU or UK airline, or
  • arrive at an airport in the EU on a UK airline.

It's worth noting that you won't be entitled to compensation if the cancellation was due to extraordinary circumstances beyond the airline's control.

These can include severe weather conditions, security risks, political instability, unexpected flight safety shortcomings, air traffic control restrictions or strikes that affect the operation of the airline. However, most technical problems with the aircraft or issues with crew scheduling are not considered extraordinary circumstances.

Flight cancellation compensation

The amount of compensation you may be entitled to depends on how much notice you were given of the cancellation and the arrangements for your alternative flight.

If you received 7 to 14 days' notice

If your flight was cancelled between 7 and 14 days before departure, you may be eligible for compensation based on the timings of your alternative flight.

When your replacement flight arrives at the final destination more than four hours late, you're entitled to full flight cancellation compensation regardless of when the flight departs. The amount depends solely on the flight distance: £220 for short-haul flights, £350 for medium-haul flights or £520 for long-haul flights.

For flights cancelled with 7 to 14 days' notice, a special compensation rule applies when your replacement flight departs more than two hours before your original scheduled time but still arrives at your destination late. The table below details your compensation amounts according to your arrival time:

Flight distanceDisruption timeCompensation amount
Short-haul (under 1,500km)Less than two hours late£110
Short-haul (under 1,500km)Two or more hours late£220
Medium-haul (1,500km - 3,500km)Less than three hours late£175
Medium-haul (1,500km - 3,500km)Three or more hours late£350
Long-haul (over 3,500km)Less than four hours late£260
Long-haul (over 3,500km)Four or more hours late£520

You are not entitled to compensation if your replacement flight departs up to two hours before or any time after your original flight and arrives less than four hours late at your final destination.

If you received less than 7 days' notice

For cancellations announced less than seven days before departure, the rules are slightly different. You can only claim compensation if:

  • Your new flight takes off no more than one hour before your original departure time

AND

  • Your new flight lands more than two hours after your original arrival time

If you’re eligible, you’ll be entitled to the following:

Flight distanceDisruption timeCompensation amount
Short-haul (under 1,500km)Two or more hours late£220
Medium-haul (1,500km - 3,500km)Three or more hours late£350
Long-haul (over 3,500km)Less than four hours late£260
Long-haul (over 3,500km)Four or more hours late£520

It's worth noting that you won't be entitled to compensation if the cancellation was due to extraordinary circumstances beyond the airline's control, such as severe weather or air traffic control strikes.

What if my flight is cancelled on a package holiday?

If you booked a package holiday and your flight is cancelled, your travel company should contact you to offer assistance. As well as the above, you have additional rights to cover your holiday.

If new arrangements cause a significant change to your holiday, or if your flight can't be rearranged and your holiday has to be cancelled, your travel operator must offer an alternative holiday.

If they can’t, they must refund the full package price.

Does travel insurance help with a cancelled flight?

While many basic policies don't offer insurance for cancelled or delayed flights, it's worth checking your policy. If you paid with a credit card, you might also be able to claim through your card provider. Some debit cards also offer protection.

Remember, travel insurance is crucial. It's always wise to ensure you have some type of insurance to protect you in the event of cancelled or delayed flights.

How do I claim compensation for a cancelled flight?

To claim compensation, you'll need to contact the airline directly. Be prepared with all your flight details and booking reference numbers. Keep records of all communication and any responses from the airline.

If you're not satisfied with the airline's response, you can escalate your complaint to an alternative dispute resolution (ADR) scheme if the airline is a member of one, or to the Civil Aviation Authority.

Remember, staying informed about your rights and keeping all relevant documentation can make a significant difference when dealing with flight cancellations.

How can I avoid delayed or cancelled flights?

If you're booking with a budget airline, it's worth doing a quick Google search to check for any warning signs. For example, when Flybmi went into administration, some customers reported they'd purchased flights hours before the announcement. However, it was common knowledge the airline was in trouble and a quick Google News search would have given the most carefree traveller cause for concern.

Use your common sense – if it's a short flight with a bargain basement price, you're less likely to be concerned about rumoured financial problems, but if it's a long-haul route, consider paying extra to fly with a more reliable airline.

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