Flight Cancelled: Your Rights as a Passenger (Step-by-Step Guide)

What Are Your Rights When a Flight Is Cancelled?

If your flight is cancelled, EU Regulation (EC) No 261/2004 — and its UK equivalent UK261 — gives you three distinct rights: a refund or re-routing, care at the airport, and a fixed cash compensation. The regulation applies to all flights departing from an EU (or UK) airport, and to flights arriving in the EU/UK operated by an EU/UK carrier.

The cash compensation does not apply automatically. It is not owed if the airline informed you more than 14 days before departure, or if extraordinary circumstances caused the cancellation. In every other case — short-notice cancellations without a valid reason — the compensation is yours by law.

How Much Compensation Are You Entitled To?

Under EU261 and UK261, the amount depends on the flight distance (great-circle distance between origin and final destination):

Compensation can be halved if you're re-routed and arrive at your destination no more than 2–4 hours later than your original arrival time (Art. 7(2) EU261/2004).

When Does the Airline Not Have to Pay?

Airlines can invoke extraordinary circumstances(Art. 5(3) EU261/2004) to avoid paying compensation. These are events beyond the airline's control that couldn't have been avoided even with all reasonable measures. Genuinely accepted examples include air traffic control strikes, severe weather, and security threats. Common misuses to challenge:

• Technical faults: The ECJ ruled in "Wallentin-Hermann" (C-549/07) that technical defects are generally not extraordinary circumstances, unless caused by an external event such as a bird strike.
• Staff strikes (own employees): Not extraordinary (ECJ, C-28/20 "Airhelp"). Only wildcat strikes or ATC strikes qualify.
• Crew scheduling issues: Internal operational problems don't qualify as extraordinary circumstances.

The burden of proof is on the airline. In the UK, you can escalate unresolved claims to an approved ADR (Alternative Dispute Resolution) body, or contact the CAA (Civil Aviation Authority). The limitation period in England and Wales is 6 years; in Scotland, 5 years.

Step-by-Step: How to Claim Your Compensation

1. Gather evidence: Boarding pass, booking confirmation, cancellation notification (email or app), departure board photos, and receipts for additional expenses (hotel, meals, taxis).
2. Check your eligibility: Was the cancellation notified less than 14 days before departure? No extraordinary circumstances? You're likely entitled to compensation.
3. Submit a written complaint: Send a formal letter to the airline's customer service — by email with read receipt, or by recorded post. State your flight number, date, reason for claim, and the amount requested.
4. Set a deadline: Give the airline 6 weeks to respond. After that, you can escalate to an ADR body (UK) or the relevant national enforcement body.
5. Escalate if needed: In the UK, contact your airline's approved ADR scheme (listed on the CAA website) or take the claim to the small claims court (up to £10,000 — no solicitor needed).

Immediate Care: What the Airline Must Provide Right Away

Regardless of compensation, airlines must provide care immediately upon cancellation (Art. 9 EU261/2004). You don't need to claim these — demand them on the spot:

• Meals and refreshments proportionate to the waiting time — ask for vouchers at the desk.
• Hotel accommodation if an overnight stay is required, plus transfers to and from the hotel.
• Two free communications (phone calls or emails) so you can notify people.

If the airline refuses, pay yourself and claim reimbursement later. Keep all receipts.

Frequently Asked Questions (FAQ)

Does my flight being moved to a different day count as a cancellation?

Yes. A rebooking to a different date notified fewer than 14 days before departure is treated as a cancellation. Full compensation applies unless extraordinary circumstances are proven by the airline.

Can I claim both a refund and compensation?

Yes. The right to a ticket refund (Art. 8) and the fixed cash compensation (Art. 7) are separate entitlements. You can choose a full refund of your ticket price and still receive the €250–€600 / £220–£520 compensation on top.

What if the airline rejects my claim?

Don't give up at the first rejection. Many airlines refuse routinely, hoping passengers will drop the claim. Escalate to an ADR body (UK) or your national enforcement body (EU). If that fails, the small claims court is your final — and often successful — option.

How much does the complaint letter service cost?

Our AI-powered complaint letter costs a one-time fee of 10.00 EUR. No success commission, no hidden fees. Compare that to AirHelp or similar services which charge up to 50% of your compensation.

How long does it take for the airline to pay?

Timelines vary from 2 to 12 weeks depending on the airline. Set a firm 6-week deadline in your letter. After that, escalate without hesitation — airlines respond much faster once formal proceedings begin.

Legal disclaimer: This article is for general information only and does not constitute legal advice. The law may vary in individual cases. For complex situations, consult a qualified solicitor or legal adviser.