First, confirm the flight’s status with the airline, then ask what it can arrange for your route and whether your connections are still protected. If a U.S. flight is canceled or significantly changed, decide whether you want to travel on the alternative before accepting it: under U.S. Department of Transportation rules, a passenger who declines the alternative and does not travel is entitled to a refund, even with a nonrefundable ticket. The care, refund, and compensation rules differ by route, so check which country’s rules cover your flight.
What to do first
- Confirm the disruption. Check the airline’s app, messages, airport displays, and staff. Save screenshots or notifications showing the status and any options offered.
- Contact the airline. Ask for the next available flight, other possible routings, and written confirmation of your options and the stated reason for the disruption. If you are already at the airport, speak with staff as well as checking the app or calling.
- Check the whole itinerary. Ask whether a replacement itinerary protects every connection and whether your checked bags will be transferred. If a connection is missed, contact the airline rather than assuming the next flight will be arranged automatically.
- Decide whether to continue or stop. Before accepting a replacement itinerary, voucher, or travel credit, check whether accepting it affects a refund option for your route. If you take and travel on an alternative, you generally cannot also claim the U.S. DOT refund described below.
- Ask about waiting costs. Ask whether the airline will provide meals, accommodation, or transport. What it must provide depends on the route and applicable rules; U.S. airline commitments also vary. Keep itemized receipts if you pay for reasonable necessities yourself.
- Keep a record. Save booking documents, boarding passes, receipts, screenshots, and notes of conversations, including when you spoke and what was offered. These can support a refund or expense claim.
If your flight is delayed
A delay does not have one universal remedy. The route, length of delay, airline, and whether you still choose to travel all matter. Ask the carrier for an updated departure and arrival estimate, whether your connection remains viable, and what assistance it will provide while you wait.
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United States
For a domestic delay, U.S. airlines are not generally required to provide meals or a hotel. The DOT dashboard lists airline-specific commitments for assistance beyond a refund, so check the operating airline’s entry and ask staff what applies to your flight. The DOT also says airlines must provide timely flight-status information.
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For a covered EU flight, ask the airline what assistance is available during the wait. EU guidance includes refreshments and meals, and, when an overnight stay is needed, accommodation and transport between the airport and accommodation.
If your flight is canceled or significantly changed
Before choosing a replacement flight or accepting another offer, establish whether you would rather continue your trip or stop traveling. The options and refund rights depend on the jurisdiction covering the flight.
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United States: refund or alternative travel
Under U.S. DOT rules, if the airline cancels your flight or makes a significant change and you choose not to travel or accept an alternative, you are entitled to a refund regardless of the reason for the disruption. This applies to nonrefundable tickets too. If you accept the alternative and travel, the DOT refund rule does not entitle you to a refund for that trip.
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United Kingdom: check route coverage and ask for care
UK rules cover flights departing a UK airport on any airline; flights arriving in the UK on a UK or EU airline; and flights arriving in the EU on a UK airline. For a covered cancellation, the UK Civil Aviation Authority says the airline owes care and assistance while you wait, including reasonable food and drink, communications, and accommodation and transport if overnight rerouting is needed. If the airline does not arrange assistance and you pay yourself, keep receipts and spend reasonably.
European Union: choose among the covered cancellation options
EU rules cover flights within the EU, flights departing the EU on any airline, and certain flights arriving from outside the EU when operated by an EU airline, subject to the official guidance’s conditions. For a covered cancellation, the airline must offer a choice of reimbursement, rerouting at the earliest opportunity, or rerouting later at your convenience, subject to available seats. Assistance can include refreshments, meals, accommodation, transport, and communications.
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If the flight is diverted
Ask the airline where the flight will now terminate and how it plans to get passengers to the ticketed destination. Also ask what happens to your checked bags and any onward connections, and get the answers in writing if possible. A diversion does not have a single, universal reimbursement rule established by the guidance cited here; what you can claim depends on the route and circumstances. Do not assume the airline must provide a particular ground-transport option or that compensation is automatic.
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If you miss a connection
Contact the airline as soon as you know you will miss the connection. If both flights are on one booking, UK government guidance says the airline should help arrange an alternative flight when a delay or cancellation on the preceding segment causes the missed connection. If the trip is part of a package holiday, contact the package organizer promptly as well.
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Keep the distinction between one booking and separate tickets clear when asking for help: the UK guidance above specifically addresses a connection on one booking. If you bought separate tickets, ask each carrier what it can do and check the terms that apply to each ticket rather than assuming the next airline will protect the connection.
When compensation or expense claims may apply
A refund, care while waiting, and compensation are different things. A refund concerns money for travel you do not take; care concerns reasonable assistance during a covered wait; compensation is a separate claim whose eligibility can depend on the cause, route, and length of disruption.
For covered UK flights, a passenger arriving more than three hours late may be eligible for compensation, but extraordinary circumstances can remove eligibility. The amount and eligibility depend on the route and circumstances. The CAA says compensation is not paid automatically: passengers must claim it from the airline. If the airline’s final response is unsatisfactory, or it has not responded within eight weeks, the passenger may be able to escalate to the relevant alternative dispute resolution provider or CAA PACT, depending on the airline.
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What to submit to the airline
- Your booking confirmation and flight details, including the operating carrier.
- The disruption notice, screenshots, and written options the airline offered.
- Receipts for reasonable expenses you paid because assistance was not arranged, plus a short explanation of why each expense was necessary.
- A clear request stating whether you seek a refund, reimbursement of expenses, compensation, or another remedy. These are distinct claims; requesting one does not establish entitlement to another.
Use the airline’s claim or customer-service channel first. If a U.S. refund appears due and is not provided, the DOT says you can submit a complaint. In the UK, use the applicable ADR provider or CAA PACT escalation route when the airline’s response or lack of response meets the CAA’s criteria.
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