Your airline must rebook you or refund your ticket
When your flight is cancelled, the airline's legal obligation depends on where you are and which airline operates the flight. In the United States, the Department of Transportation requires airlines to either rebook you on the next available flight to your destination at no extra cost, or refund your ticket price in full. You do not have to accept the first rebooking offer if it arrives much later than your original flight or requires an inconvenient connection.
The airline must provide this choice in writing—either on paper, by email, or through their website. If they only offer rebooking and you want a refund instead, you have the right to request it. Some airlines will also offer a travel credit or voucher, but you can refuse that and demand cash back instead. Keep your original booking confirmation and any cancellation notice the airline sends, because you may need these to prove what you paid.
Key Takeaways
- Your airline must rebook you on the next available flight or refund your full ticket price—you choose which one.
- The airline is not required to pay for meals, hotels, or ground transportation unless the cancellation was their fault and not weather or a safety issue.
- If you booked a connecting flight with a different airline, each airline handles only its own leg, so you may need to contact both.
- Request your refund in writing through the airline's website, customer service phone line, or email, and keep a copy of your request.
- If the airline refuses to refund or rebook you within a reasonable time, you can file a complaint with the Department of Transportation.
When the airline must pay for meals and hotels
The airline's responsibility for meals, hotels, and other expenses depends on why the flight was cancelled. If the cancellation was caused by something within the airline's control—such as a mechanical problem, crew scheduling error, or overbooking—the airline must cover reasonable meals and lodging while you wait for a rebooking. They must also provide a way for you to communicate, such as a phone call or internet access.
If the cancellation was caused by weather, a security threat, air traffic control delays, or another circumstance outside the airline's control, the airline is not required to pay for meals or hotels. However, many airlines choose to cover these costs anyway as a customer service gesture. Check your airline's policy on their website or call their customer service line to find out what they will cover in your specific situation.
How rebooking works when you have a connection
If your cancelled flight was part of a multi-leg journey—for example, you were flying from Boston to Denver to Los Angeles—the airline that operated the cancelled flight is responsible for rebooking you. If you booked all legs with the same airline, they will rebook your entire itinerary. If you booked separate tickets with different airlines, each airline is responsible only for its own flight.
When you have separate tickets, contact the airline that cancelled your flight first. They will rebook you to your next connection point, but you will need to contact the second airline separately to rebook the onward flight. If you miss a connection because of the first airline's cancellation, that airline should help you reach the second airline's customer service to explain the situation. Keep records of all communications, because you may need to show the second airline that the delay was not your fault.
Refund timelines and how to request one
Airlines are required to process refunds within a set timeframe, though the exact important date varies. Most airlines aim to refund within 7 to 10 business days if you request the refund through their website or customer service. Some airlines are slower, so check your airline's refund policy before you book.
To request a refund, go to the airline's website and look for a "Manage My Booking" or "Customer Service" section. You can also call their customer service phone line or email them directly. Provide your booking reference number, passenger name, and the flight details. State clearly that you want a refund of your ticket price, not a travel credit or rebooking. Take a screenshot or save a copy of your request, and note the date and time you submitted it. If the airline does not refund you within their stated timeframe, follow up with another request and reference your first one.
What to do if the airline refuses to rebook or refund you
If an airline cancels your flight and then refuses to rebook you or refund your ticket, you can file a formal complaint with the Department of Transportation. The DOT has a website where you can submit a complaint about the airline's handling of your cancellation. Include your booking confirmation, the cancellation notice, copies of any requests you made for rebooking or refund, and the airline's responses.
The DOT investigates complaints and can fine airlines that violate passenger protection rules. While filing a complaint does not automatically get you money back, it creates an official record and puts pressure on the airline to resolve the issue. You can also pursue the refund through your credit card company if you paid by card—most credit card issuers will dispute the charge on your behalf if the airline will not refund you.
Travel insurance and what it covers
Travel insurance policies vary widely, but some cover expenses related to flight cancellations. Trip cancellation insurance reimburses you if you cancel your trip before departure, but it does not cover cancellations initiated by the airline. Trip delay insurance covers meals and hotels if your flight is delayed beyond a certain number of hours, and some policies extend this to cancellations as well.
Check your policy documents to see what is covered. If you purchased insurance through the airline, it may be more limited than a third-party policy. If you purchased insurance through a travel agency or insurance company, contact them directly to report the cancellation and ask what they will reimburse. Keep all receipts for meals, hotels, and transportation, because most insurance companies require proof of expense before they pay out.
How to prepare for a potential cancellation
Before you travel, take a few steps that will make a cancellation easier to handle. Save your airline's customer service phone number in your phone, and note the airline's website address. Take a screenshot of your booking confirmation and keep it on your phone. If you have travel insurance, save your policy number and the insurance company's customer service number as well.
On the day of your flight, check the airline's website or app an hour or two before departure to see if there are any alerts or warnings about your flight. If you see a cancellation notice, contact the airline when ready rather than waiting to arrive at the airport. The sooner you contact them, the sooner you can be rebooked on another flight. If you are at the airport when the cancellation is announced, go directly to the airline's customer service desk instead of waiting in line at the gate.
Frequently Asked Questions
Can I get a refund if I booked a non-refundable ticket?
Yes. When an airline cancels a flight, your ticket becomes refundable regardless of the fare type you purchased. The airline cannot keep your money just because you bought a non-refundable ticket. You can choose a refund or a rebooking at no extra cost.
What if the airline offers me a travel credit instead of a refund?
You can refuse a travel credit and request a cash refund instead. The airline may pressure you to accept a credit, but you have the right to your money back. A travel credit is only useful if you plan to fly with that airline again, and it may expire after a certain period.
Do I get compensation money on top of the refund?
In the United States, airlines are not required to pay compensation for cancellations, even if the cancellation was the airline's fault. You are may have access to to a refund or rebooking, and meals and hotels if applicable, but not additional compensation. Some other countries, such as those in the European Union, do require airlines to pay compensation for cancellations.
What if my flight was cancelled due to weather?
The airline must still rebook you or refund your ticket. However, they are not required to pay for meals, hotels, or other expenses when the cancellation was caused by weather. Many airlines choose to cover these costs anyway, so contact them to ask what they will provide in your situation.
How long does the airline have to rebook me?
The airline must offer you rebooking on the next available flight to your destination. This could be the same day, the next day, or several days later depending on how many flights are available and how many passengers need rebooking. If no flights are available for several days, the airline should offer you a refund instead.