There’s nothing quite as stressful as standing in an airport with your suitcases packed, family in tow and discovering that your flight has been cancelled. Whether you’re heading off on a long-awaited family holiday or trying to make it home, a cancelled flight can throw everything into chaos. But the good news is, you do have rights and there are steps you can take to make sure you’re looked after, compensated and back on your journey as quickly as possible. Here are the steps on what to do if your flight is cancelled, what to do next and how to claim compensation.
First Steps When Your Flight Is Cancelled
If you’ve just been told your flight won’t be taking off, try not to panic (this can be hard, I know!). Head straight to your airline’s service desk or log in to their app or website. Airlines usually offer the option to rebook onto the next available flight for free and sometimes you can even do this yourself digitally rather than queuing at the desk. You need to ask the airline to provide written confirmation of the cause of the flight cancellation. Hold onto any boarding passes or travel documents which prove your flight was cancelled.
It’s also worth checking whether flights to your destination are still running with other airlines. If your journey is time-sensitive – perhaps you have a connecting flight, business meeting or a family event you're desperately trying to make it to on time, you may be able to book an alternative and claim the cost back later if you’re eligible. At this time, you may begin thinking about cancelled flight compensation and how to go about being compensated for the unwanted stress and hassle that a change to your travel plans can bring.
Your Rights If Your Flight Is Cancelled
Under EU Regulation 261/2004 (EC261), which also covers flights departing from the UK and EU, passengers are entitled to certain rights if their flight is cancelled. These include:
Re-routing or a full refund: You can choose to be placed on the next available flight or receive your money back if you no longer wish to travel.
Meals and refreshments: If you’re left waiting in the airport, the airline must provide food vouchers or reimburse your expenses. Keep receipts for everything.
Hotel accommodation: For overnight cancellations, the airline is obliged to provide you with a hotel stay and transport to and from the airport.
Compensation: Depending on the distance of your flight and how much notice you were given, you may be entitled to between €250/£220 and €600/£520 in compensation.
It’s important to keep all receipts, boarding passes, and booking details safe, as you’ll need these for any claim.
Flight Cancellations & Families
If you’re travelling with children, flight cancellations can be particularly overwhelming. Make sure to ask the airline for priority assistance, most are happy to help families first. Look for child-friendly waiting areas and don’t be afraid to ask for essentials like nappies, milk or extra water if you’ve run out.
A little preparation also goes a long way: keeping snacks, colouring books and devices charged can help turn unexpected airport hours into a calmer experience for everyone. Read my tips for flying with small children for inspiration on what to pack and how to keep little ones entertained and happy in the airport and on the plane.
How AirHelp Can Support You
Dealing with compensation claims can feel daunting, especially if you’re already tired and stressed from unexpected and unwanted disruption to your travels. This is where services such as AirHelp can be invaluable. They’re the world’s largest air passenger rights organisation, helping travellers claim the compensation they’re owed with minimal hassle. You simply submit your flight details, and AirHelp takes care of the paperwork, negotiations and legal follow-up if necessary, meaning you don’t have to battle the airline yourself.
For people who may not have the time or energy to deal with lengthy claims, AirHelp can be a real lifesaver, ensuring you don’t miss out on money you’re entitled to.
While a cancelled flight can feel like the end of the world when you’re standing in a crowded airport, remember that you do have rights and they need to be adhered to. Airlines are required to look after their passengers and with the right knowledge and a bit of outside help from services like AirHelp, you can turn the situation around and even be compensated for the inconvenience.
So, the next time you’re packing your carry-on bag and setting off to sunnier climates, or somewhere for business, or perhaps even your dream destination, tuck a little knowledge in there too, because knowing what to do if your flight is cancelled can make all the difference.
