If your flight is cancelled, delayed or changed, contact the airline promptly—use its customer-service desk if you are already at the airport. Give your booking and flight details, explain what happened and ask for a specific solution, such as rebooking or information about a refund. The remedy depends on your route, operating airline, ticket seller and the disruption, so keep a written record and check the rules that apply to your itinerary.
Who should you contact first?
For immediate disruption help, start with the airline operating the flight. Use its current customer-service channel; at the airport, approach an airline customer-service representative. In the United States, the Department of Transportation (DOT) advises passengers to give the airline a chance to resolve the problem before contacting DOT: DOT consumer complaint process.
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If you booked through an online travel agency or another ticket agent, the seller may be the right contact for a refund. DOT specifically directs passengers who bought through an agent to contact that agent about a refund: DOT refund guidance. For help getting onto another flight during an active disruption, contact the operating airline as well.
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Be concise and state the outcome you need. Have this information ready:
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- Booking reference and passenger name.
- Flight number, travel date and route.
- What changed, when you learned about it, and any alternative the airline has offered.
- Your specific request: rebooking, rerouting, assistance while waiting, or information about refund options.
Ask the representative to explain the available options and any consequences of accepting one. If a proposed itinerary does not work, say so clearly before agreeing to it. Keep notes of the response, including the time and the staff member’s name or role if available.
Keep documents and expense records
Save your itinerary and ticket, disruption notifications, app messages, emails and chat transcripts. Keep receipts for expenses related to the disruption, and note when and how you contacted the airline. If you later make a written complaint, provide complete booking and flight details and attach relevant supporting documents. These records help establish what happened and what you asked the airline to do. DOT describes the information to include in a complaint at its complaint guidance.
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Understand your options before accepting a remedy
Do not assume that every cancellation or delay entitles you to the same refund, rebooking or compensation. The rules depend on the itinerary, disruption and applicable law. In particular, accepting an alternative flight or remedy can affect what you can request next.
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EU rules cover specified journeys: flights within the EU regardless of airline; flights departing the EU to a non-EU destination on an EU or non-EU airline; and flights arriving in the EU from outside the EU when operated by an EU airline, subject to the conditions on the official page. For a covered cancellation, passengers may be offered a choice between reimbursement, rerouting at the earliest opportunity, or rerouting at a later date. Assistance while waiting may also apply, while compensation depends on additional conditions. See Your Europe: air passenger rights.
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The EU advises passengers experiencing disruption to make themselves known to the airline rather than making separate arrangements without first seeking its assistance. Check the available remedies before choosing one, since selecting a cancellation option can affect access to the others.
For a covered departure delay, the assistance threshold depends on flight distance:
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| Flight distance | Delay threshold for assistance |
|---|---|
| 1,500 km or less | 2 hours |
| Intra-EU flights over 1,500 km, and other flights between 1,500 and 3,000 km | 3 hours |
| Other flights | 4 hours |
For a departure delay of at least five hours, EU guidance describes an option to seek reimbursement and, where relevant, a return flight. The route and circumstances still matter; consult the official EU air passenger-rights guidance for the terms.
If your trip falls under U.S. refund rules
Under DOT guidance, when an airline cancels or significantly delays or changes a flight, a passenger who does not accept the significantly changed flight, rebooking, voucher or other offered alternative may be entitled to an automatic refund. Whether a change is significant depends on DOT’s rules; do not treat every schedule adjustment as qualifying. For a qualifying refund, DOT says the deadline is seven business days for a credit-card purchase and 20 business days for a cash purchase, after the airline becomes aware that the passenger does not accept the alternative. If a travel agent sold the ticket, contact that agent directly for the refund. See DOT’s refund guidance.
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Check whether recently approved EU changes apply
The Council of the EU reported that updated passenger-rights rules were approved in July 2026. Approval alone does not establish that every new provision is already in force for every itinerary. Check the current official guidance and the effective-date conditions relevant to your flight: Council of the EU announcement.
Quick Recap
What to do if the first contact does not resolve it
- Submit a written complaint to the airline. Use its published complaint channel. Set out the timeline, include the booking and flight details, attach relevant records, and state the outcome you are requesting.
- Allow time for the airline’s response. For covered U.S. airline service complaints, DOT says airlines must acknowledge a written complaint within 30 days and provide a substantive response within 60 days. These are complaint-response deadlines, not a guarantee that the airline will grant the requested remedy. See DOT’s complaint process.
- Escalate to the regulator that covers your trip. For an unresolved U.S. air-travel service complaint, use DOT’s consumer complaint process. For EU-covered travel, complain to the airline first, then contact the relevant national authority if the issue remains unresolved; the EU’s passenger-rights guidance explains the route.
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