Cancelled Flight: What Your Airline Owes You

Quick answer: In the US, any cancelled flight can be refunded in full if you choose not to fly, and all 9 airlines on DOT’s dashboard promise a new flight at no cost when they cancel. All but Frontier add a hotel overnight. None pays cash. Leaving the EU or UK, you may also get €250–600 or £220–520.

How to use it

Pick whose rules cover your flight, the airline and why it was cancelled, and when the new flight leaves, or that you no longer want to fly. For a flight leaving the EU or UK, add when you were told, the distance and how late the new flight lands. The answer lists what you get, what to do at the airport now, and the law’s or DOT’s own words with links.

The US: a refund by law, the rest by promise

US law gives a refund, not compensation. 14 CFR 260.6: A covered carrier that is the merchant of record must provide a full and prompt refund of the airfare, including any taxes and ancillary fees, as set forth in paragraph (a)(2) of this section to a consumer that holds a nonrefundable ticket on a scheduled flight to, from, or within the United States for any cancelled flight or significantly delayed or changed flight where the consumer chooses not to: (i) Fly on the significantly delayed or changed flight or accept rebooking on an alternative flight; or (ii) Accept any voucher, credit, or other form of compensation offered by the air carrier or foreign air carrier pursuant to paragraph (c) of this section. And 260.2: Prompt refund means refunds made within 7 business days after the earliest date the refund was requested as set forth in § 260.6(a)(2) as required by 14 CFR 374.3 for credit card purchases and within 20 calendar days after the earliest date the refund was requested as set forth in § 260.6(a)(2) for cash, check, debit card, or other forms of purchases.

The rest is what each airline promises on DOT’s Cancellation and Delay Dashboard for a cancellation it controls: A controllable flight cancellation or delay is essentially a delay or cancellation caused by the airline. All 9 promise a new flight at no cost and a meal when the wait passes 3 hours; Alaska, Allegiant, American, Delta, Hawaiian, JetBlue, Southwest and United promise a hotel and the ride to it for an overnight cancellation (not Frontier); Alaska, American, Delta, Hawaiian, JetBlue and United can rebook you on a partner airline; Alaska, Hawaiian, JetBlue and Southwest add a travel credit and Alaska and Hawaiian miles. None promises cash.

The EU and the UK: the choice, the care and the money

If your flight is cancelled you have the right to choose between reimbursement, re-routing or return. You are also entitled to assistance at the airport. Airlines should offer you and provide assistance free of charge while you wait. That includes Accommodation (if you are rebooked to travel the next day).

If you were informed of the cancellation less than 14 days prior to the scheduled departure date, you have a right to compensation. However, compensation is not due if the carrier can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. With 7 to 13 days’ notice, no money is due if the new flight leaves no more than 2 hours early and lands less than 4 hours late; with under 7 days, no more than 1 hour early and less than 2 hours late.

The UK keeps the same rules in its own law: Under UK law, airlines must provide you with care and assistance if your flight is cancelled. If you received less than 14 days’ notice of the cancellation, you may also be able to claim compensation. Disruptions caused by things like extreme weather, airport or air traffic control employee strikes or other ‘extraordinary circumstances’ are not eligible for compensation.

Worked examples

Delta cancels your evening flight; the next one is tomorrow. Delta promises a new flight at no cost, a meal and a hotel tonight with the ride to it — or a full refund if you do not fly.

Frontier cancels overnight. Frontier promises a new flight at no cost and a meal, but no hotel — or a full refund if you do not fly.

Weather cancels your United flight. No US rule pays for a weather cancellation, but you can still take a full refund.

Your flight from Paris to New York is cancelled two days before, the new one lands 5 hours late. €600 compensation, plus meals and drinks while you wait: EU rules.

Common mistakes

• Taking a voucher you did not want. Under US law you may say no to a voucher or credit and take the money.
• Expecting cash in the US: none of the 9 airlines promises it for a cancellation.
• Paying for a hotel and keeping no receipt. If the airline does not arrange the care it owes, keep every receipt.
• Forgetting to claim EU or UK compensation: it is not paid automatically.

Related

For a delay or a bumped seat, the Flight Delay Compensation Calculator; for a missed connection, the Missed Connecting Flight checker. Read the flight delay compensation you are probably owed, the top airlines in the USA, the best time to book flights and how to survive a red-eye.