Your Flight Was Cancelled: Know Your Rights

No one likes hearing that their flight has been cancelled, especially when they’re already packed, checked in, and ready to travel. If your flight departing from the UK or EU is cancelled, knowing your flight cancellation rights can help ease the stress of the situation. In this guide, we’ll cover everything you need to know, from when you qualify for compensation to the support you’re entitled to – explained clearly and simply.

Here’s the simplest explanation of your flight cancellation rights and benefits:

First, let’s clarify what we mean by a cancellation: A flight cancellation is when a scheduled flight does not operate as planned, either due to a decision by the airline or external circumstances (exceptions apply), and passengers are not transported to their intended destination.

1. Rebooking or Refund

When your flight is cancelled, you are entitled to either a full refund or a rebooking. The airline should offer to rebook you on the next available flight to your destination or allow you to choose a later date that works for you. This gives you the flexibility to decide what’s best depending on your travel plans.

Regardless of when your flight is cancelled after booking, you are always entitled to choose between rebooking or receiving a refund.

2. Right to Care

If you at the airport and choose to be rebooked on a later flight, you have the right to care while you wait. This means the airline must provide you with meals and refreshments, and if necessary, hotel accommodation along with transport to and from the hotel. If the airline doesn’t provide these, pay yourself and keep the receipts and claim it back later (see How and When to Claim below)

3. Compensation

You may be entitled to financial compensation for the inconvenience, depending on when you were informed about the cancellation. If you were told less than 14 days before departure and the airline cannot offer an alternative flight with similar timing, compensation could range from €250 to €600. The amount depends on the distance of the flight and how much later you arrive at your destination compared to the original schedule.

Compensation is dependent on when your flight was cancelled:

• More than 14 days before departure: No compensation is owed.
• 7 to 14 days before departure: Compensation applies if the airline cannot offer you an alternative flight that:
  • Departs no more than 2 hours before the original departure time, and
  • Arrives less than 4 hours after the original arrival time.
• Less than 7 days before departure: Compensation applies if the airline cannot offer you an alternative flight that:
  • Departs no more than 1 hour before the original departure time, and
  • Arrives less than 2 hours after the original arrival time.

4. Exceptions

Compensation won’t apply if the airline can prove that the cancellation was due to extraordinary circumstances beyond their control – like severe weather or air traffic control strikes. However, your other rights, such as rebooking and care, still apply.

Remember: The airline must prove the extraordinary circumstances and you have every right to escalate your claim if they don’t, which is very common.

5. All Departing Airlines Must Comply

These rules apply to all airlines, including those from countries outside the EU and UK, but with specific conditions. Here’s how it works:

• Flights departing from the UK or EU: The regulations apply to all flights departing from the UK or EU, regardless of the airline’s country of origin. This means even if you are flying with a non-EU/UK airline (e.g., Emirates or American Airlines), you are still protected by these rules if your flight departs from the UK or EU.
• Flights arriving in the UK or EU: For flights arriving in the UK or EU, the rules only apply if you are flying with an EU or UK-based airline. Non-EU/UK airlines are not required to follow these regulations for flights landing in the UK or EU from other countries.

In summary, non-EU/UK airlines must follow these rules for cancelled departures from the UK or EU.

Read more about the extra protection you receive with EU/UK-based carriers for return flights.

6. How and When to Claim

If your flight was cancelled and you believe you’re entitled to compensation, follow these steps to make a claim:

1. Contact the Airline Directly: Start by contacting the airline’s customer service team. Most airlines have online claim forms specifically for compensation requests. Provide details such as your booking reference, flight number, and the circumstances of the cancellation.
2. Keep Your Documents: Make sure you keep a copy of your boarding pass, booking confirmation, and any correspondence with the airline. This will help support your claim.
3. Timing of the Claim: It’s best to submit your claim as soon as possible after your cancelled flight. However, you typically have up to 6 years in the UK or 2 years in some EU countries to make a claim, depending on local regulations.
4. Escalate if Needed: If the airline rejects your claim or doesn’t respond within a reasonable timeframe (usually 2 months), you can escalate the matter to a national enforcement body or a dispute resolution service.
5. Consider Using a Claim Service: If you’d rather not handle the process yourself, claim companies can help. Be aware, though, that they may charge a fee for their services.

BG1 Verdict

Flight cancellations are never ideal, but understanding your flight cancellation rights can ensure you get the care and compensation you’re entitled to. Always ask the airline for clear information about your options, and don’t hesitate to request assistance while you wait.

Knowing your rights in advance can help turn a frustrating experience into something more manageable! While you’re here, why not take a look at our other travel tips & guides.