Your airline must rebook you or refund your ticket
When your flight is cancelled, the airline is required by law to either put you on another flight to your destination at no extra cost, or refund your ticket price. This applies whether you booked directly with the airline or through a travel website. The airline chooses which option to offer first—you do not get to pick—but you have the right to refuse a rebooking and take the refund instead.
The refund must go back to your original payment method (credit card, debit card, or the account you paid from). Some airlines try to offer travel credits or vouchers instead of cash refunds. You can refuse these and insist on a refund to your card. The refund is not optional on the airline's part; it is your legal right under Department of Transportation rules.
How quickly you receive the refund depends on your bank and the airline's processing time, but the airline must initiate it within a set timeframe. Check your airline's website or call their customer service line to start the refund process if they have not offered one automatically.
Key Takeaways
- Your airline must rebook you on the next available flight to your destination at no cost, or refund your full ticket price—you can refuse a rebooking and demand the refund instead.
- Refunds must go back to your original payment method as cash, not as travel credits or vouchers, unless you choose to accept those instead.
- Contact your airline directly through their website, app, or phone line as soon as you learn of the cancellation, because rebooking happens in order of contact.
- If your cancelled flight was part of a connecting trip, the airline is responsible for rebooking you on flights that get you to your final destination, not just to the connection point.
- Keep your confirmation number, booking receipt, and any cancellation notices from the airline—you will need these to request a refund or track your rebooking.
Contact the airline when ready to rebook or request a refund
The moment you learn your flight is cancelled, contact your airline directly. Do not wait for them to contact you. Call their customer service line, use their mobile app, or go to their website and look for a "Manage My Booking" or "Flight Status" section. Airlines process rebookings in the order they receive requests, so calling first puts you ahead of passengers who wait.
Have your confirmation number ready when you call. This is the six-character code on your booking receipt. Tell the representative your flight was cancelled and ask what options they have available. They will show you alternative flights—usually the next one to your destination, but sometimes flights the next day or later. You can accept the rebooking or ask to speak with someone about a refund instead.
If the airline offers you a flight that arrives much later than your original, or requires you to pay extra, you still have the right to refuse and request a refund. Write down the name of the representative you spoke with, the time of the call, and what they offered you. This creates a record if you need to dispute the refund later.
Understand what the airline will and will not pay for
The airline's obligation is to get you to your destination or refund your ticket. They are not required to pay for hotels, meals, or other expenses caused by the cancellation—with one exception. If the cancellation happens and you are already at the airport or have checked in, some airlines will cover a hotel and meal vouchers as a courtesy, but this is not legally required. Call and ask; some will provide these even if they are not obligated to.
If you paid for extras like seat upgrades, baggage fees, or seat selection, those charges are usually refunded along with your ticket price. If you booked a package deal (flight plus hotel), contact the travel company that sold you the package, not just the airline, because package rules are different and may offer more protection.
Do not buy your own hotel or meals expecting the airline to reimburse you. Some airlines will not pay these costs back, and you would have to pursue a claim in small claims court or through a credit card chargeback, which takes time and may not succeed.
What to do if you are stranded at the airport
If you are already at the airport when the cancellation is announced, go directly to the airline's ticket counter or customer service desk. Do not rely on phone lines, which will be jammed. The staff at the counter can rebook you when ready and sometimes authorize hotel or meal vouchers on the spot if you are stuck overnight.
Ask the agent whether the airline will cover a hotel room if you cannot reach your destination that day. Some airlines have agreements with nearby hotels and will give you a voucher. If they refuse, ask whether they will reimburse you for a hotel you book yourself—get this in writing or note the agent's name and time. Then book the cheapest option available (a budget hotel or hostel) and keep your receipt.
If you have a connecting flight booked with another airline, tell the airline representative when ready. They are responsible for getting you to your final destination, not just to the connection city. They may rebook you on a completely different route if that is the only way to get you there.
Request a refund if rebooking does not work for you
If the airline's rebooking options do not suit you—the next flight is days away, or it requires you to pay extra, or you straightforward no longer want to travel—you can refuse the rebooking and request a refund instead. Tell the representative: "I do not want to be rebooked. I want a refund to my original payment method."
The airline may push back and try to offer travel credits or vouchers instead. You can refuse these. Under Department of Transportation rules, you have the right to a refund of the ticket price. If the representative says they cannot process a refund, ask to speak with a supervisor or tell them you will file a complaint with the Department of Transportation.
If the airline refuses to refund you after you have asked, file a complaint through the Department of Transportation's Aviation Consumer Protection Division. You can do this online at their website. Include your confirmation number, the cancellation notice, and a description of what the airline offered instead of a refund. The DOT will investigate and can fine the airline if they broke the rule.
Handle refunds for tickets bought through a travel website
If you booked through a travel website like Kayak, Expedia, or Costco Travel instead of directly with the airline, contact the airline first, not the travel website. The airline is responsible for the refund, not the middleman. Call the airline's customer service line with your confirmation number and ask for a refund.
Once the airline processes the refund to your original payment method, it may take a few days to appear in your account. If you paid through the travel website's account (like Expedia credit), the refund goes back to that account first, and you may need to request a withdrawal to your bank. Check the travel website's refund policy to see how long this takes.
If the airline refunds you but the travel website keeps a portion as a booking fee, contact the travel website and ask them to refund their fee as well. Many will do this for cancellations, though they are not legally required to. If they refuse, you can dispute the charge with your credit card company.
Keep records and follow up on your refund
Save every email, text, and document related to the cancellation. This includes the original booking confirmation, the cancellation notice from the airline, the name and time of anyone you spoke with, and any refund confirmation numbers. Take screenshots of your airline app showing the cancelled flight and any rebooking offers.
After you request a refund, check your bank account or credit card statement within 7 to 10 days. Most airlines process refunds within this window, but some take longer. If you do not see the refund after two weeks, contact the airline again with your refund confirmation number and ask for a status update.
If the airline refuses to refund you or the refund does not appear after 30 days, file a complaint with the Department of Transportation and consider disputing the charge with your credit card company. Credit card disputes can recover the money even if the airline will not, though the process takes several weeks.
Frequently Asked Questions
Do I get compensation money on top of my refund?
No. The Department of Transportation requires airlines to rebook you or refund your ticket, but does not require them to pay additional compensation for cancellations. Some airlines offer it as a gesture, but you cannot demand it. If the airline caused the cancellation (like overbooking), you may have a claim under other rules, but this is rare and requires legal action.
What if the airline cancels my flight and I have already paid for a hotel at my destination?
The airline is not responsible for your hotel costs. You would need to contact the hotel and explain the situation—some will refund or reschedule your reservation, but they are not required to. If you want to pursue the airline for these costs, you would need to file a small claims court case or dispute the charge with your credit card company, which may not succeed.
Can the airline force me to take a flight that arrives much later?
No. You can refuse any rebooking that does not work for you and request a refund instead. The airline must offer you a flight, but you do not have to accept it if it is unreasonable—for example, arriving days later or requiring you to pay extra. Tell them you want a refund instead.
How long does it take to get a refund after I request one?
The airline must initiate the refund within a set timeframe (usually 7 to 10 days), but it can take 5 to 10 business days for the money to appear in your bank account, depending on your bank. If you do not see it after two weeks, contact the airline to confirm they processed it.
What if I booked a round-trip ticket and only the return flight was cancelled?
The airline must rebook your return flight or refund the return portion of your ticket. If you want to keep the outbound flight and only get money back for the return, some airlines will do this, but you may need to ask specifically. If they refuse, you can request a full refund for the entire ticket.