Your airline must rebook you or refund your ticket

When an airline cancels your flight, you have two legal rights: the airline must either book you on another flight to your destination at no extra cost, or refund your ticket price in full. The airline chooses which option to offer first, but you can refuse the rebooking and demand the refund instead. This applies to all flights departing from a U.S. airport, regardless of the airline's reason for cancellation.

The rebooking must get you to your destination on the same day if possible, or on the next available flight if same-day travel is not feasible. If the airline books you on a competitor's flight, they must pay for that ticket. If they rebook you on a flight that departs more than three hours after your original departure time, you are also may have access to to compensation — typically $400 to $800 depending on flight distance, unless the cancellation was caused by weather or other circumstances beyond the airline's control.

You do not have to accept the first rebooking offer. If the new flight is inconvenient or arrives much later, you can ask for a different option or insist on a refund. The airline's website or ticket counter staff can process either choice on the spot, though refunds sometimes take five to seven business days to appear in your account.

Key Takeaways

  • The airline must rebook you on another flight at no cost or refund your full ticket price — you choose which.
  • If your rebooking departs more than three hours late, you may receive $400 to $800 in compensation unless weather caused the cancellation.
  • Same-day rebooking is required if available; if not, the airline must book the next available flight.
  • Refunds can take five to seven business days to process, but you can request one when ready at the ticket counter or through the airline's website.
  • Weather, mechanical issues, and crew problems are treated differently under the law — some may have access to you to compensation, others do not.

When you get compensation beyond the refund

The U.S. Department of Transportation requires airlines to pay you cash compensation if a cancellation forces you onto a flight that arrives at your final destination more than three hours late. The amount depends on how far you are traveling: flights under 250 miles pay $250, flights between 250 and 1,500 miles pay $400, and flights over 1,500 miles pay $800. This compensation is separate from your refund or rebooking — you receive both.

The airline does not have to pay compensation if the cancellation was caused by weather, a security threat, air traffic control delays, or other circumstances the airline could not prevent. Mechanical failures, crew shortages, and overbooking are within the airline's control, so those cancellations do trigger compensation. If the airline claims weather caused the cancellation, ask to see the documentation — weather reports are public record, and you can verify the claim.

You must request compensation in writing if the airline does not offer it at the airport. Send a letter or email to the airline's customer service department with your confirmation number, the original flight details, the rebooking information, and proof of the late arrival (your boarding pass or receipt). Include a copy of the airline's weather claim if they made one. The airline has 30 days to respond, though many take longer.

Rebooking on a different airline or route

If your airline cannot rebook you on their own flights within a reasonable time, they must book you on a competitor's flight at their own expense. This can mean flying on United, Southwest, Delta, or another carrier — the airline has no choice. They must also book you on the most direct route available, not a flight with multiple connections unless that is the only option.

If the rebooking requires you to stay overnight, the airline must cover your hotel room and ground transportation to and from the airport. This applies only if the cancellation was the airline's fault — not if weather caused it. Keep your receipts for the hotel and any meals or transportation, and submit them to the airline within 30 days with your confirmation number and a brief explanation.

Some airlines try to avoid paying for hotels by offering vouchers instead. You can refuse a voucher and insist on a hotel room paid directly to the hotel, or you can accept the voucher and pay out of pocket, then request reimbursement. Either way, keep documentation of what you spent.

Getting a refund instead of rebooking

You have the right to refuse rebooking and demand a refund of your full ticket price, including taxes and fees. You do not need a reason — you can straightforward say you prefer the refund. The airline must process it when ready if you ask at the airport, or within five to seven business days if you request it online or by phone.

Refunds go back to the original payment method: if you paid by credit card, the refund appears on that card; if you paid cash, the airline issues a check or processes it at the ticket counter. If you bought the ticket through a travel website like Expedia or Kayak, the refund goes to that website first, and you may need to contact them to transfer it to your account.

If the airline offers you a travel credit or voucher instead of a refund, that is not the same thing. A voucher is only good for a future flight with that airline and often expires within a year. You have the right to insist on a cash refund. If the airline refuses, you can file a complaint with the Department of Transportation or pursue the refund through your credit card company's dispute process.

What to do at the airport when your flight is cancelled

As soon as you learn your flight is cancelled, go to the airline's ticket counter or customer service desk. Do not wait in the rebooking line — ask to speak to a supervisor or a representative who can discuss your options. Have your confirmation number and ID ready. Tell them whether you want to be rebooked or refunded, and on what terms.

If the airline offers a rebooking that does not work for you, ask what other flights are available that day or the next day. If they say nothing is available, ask them to check competitor airlines — they are required to do so. Write down the name of the representative you spoke to, the time, and what they offered. Take a photo of the cancellation notice on the departure board if possible.

If you need a hotel room because of an overnight rebooking, ask the airline to book it directly. Do not pay for it yourself unless the airline refuses — in that case, keep the receipt and submit it for reimbursement later. Before you leave the airport, confirm your new flight details in writing: ask for a printed receipt or email confirmation showing your new flight number, departure time, and seat assignment.

Filing a complaint if the airline refuses to rebook or refund

If the airline will not rebook you or refund your ticket, you can file a complaint with the U.S. Department of Transportation. Go to the DOT's website and use their online complaint form. Include your confirmation number, the original flight details, the date of cancellation, what the airline offered, and what you asked for instead. Attach copies of your boarding pass, receipt, and any emails from the airline.

The DOT investigates complaints and can fine airlines for violations. It does not directly refund your money, but a DOT finding in your favor creates a legal record that you can use if you pursue the refund through small claims court or a credit card dispute. Many airlines comply once they receive a DOT complaint notice.

You can also dispute the charge with your credit card company if you paid by card. Tell them the airline cancelled the flight and refused to rebook or refund you. The credit card company will contact the airline and, if the airline cannot prove they offered a refund or rebooking, will reverse the charge. This process takes 30 to 60 days.

Cancellations caused by weather versus airline fault

Airlines are not required to pay compensation if weather caused the cancellation, but they still must rebook you or refund your ticket. The difference is money: a weather cancellation gets you a new flight or your money back, but no cash compensation. A cancellation caused by mechanical failure, crew shortage, or overbooking gets you a new flight or a refund plus $400 to $800.

Airlines sometimes claim weather caused a cancellation when it did not. If the airline says weather was the reason, ask them to show you the weather report from the National Weather Service for that airport on that date. You can also check the report yourself online — it is public. If the weather report shows clear skies or only minor delays, the airline's claim is false, and you are may have access to to compensation.

Mechanical failures are always the airline's responsibility, even if the failure was sudden and unexpected. The airline must maintain its aircraft properly, and if a plane breaks down, that is their fault. Crew problems — a pilot calling in sick, a crew member not showing up, a crew member exceeding their legal flight hours — are also the airline's fault. Only weather, security threats, and air traffic control delays are outside the airline's control.

Frequently Asked Questions

Do I have to accept the first rebooking the airline offers?

No. You can ask for a different flight if the first option is inconvenient or arrives much later than your original flight. If the airline cannot offer a better rebooking, you can refuse and demand a refund instead. You have the right to choose.

What if the airline cancels my flight and I miss a connection?

The airline is responsible for getting you to your final destination. If they rebook you on a flight that does not connect properly, ask them to rebook you on a flight with a longer layover or a direct route. If that is not possible, they must cover your hotel and meals while you wait for the next available flight.

Can the airline make me take a travel voucher instead of a refund?

No. A voucher is not the same as a refund. You have the legal right to a cash refund of your full ticket price. If the airline offers only a voucher, tell them you want a refund. If they refuse, file a complaint with the Department of Transportation or dispute the charge with your credit card company.

How long does it take to get a refund?

If you request a refund at the airport, the airline should process it when ready, though it may take five to seven business days to appear in your account. If you request a refund online or by phone, the timeline is the same. If the refund does not appear within two weeks, contact the airline's customer service department with your confirmation number.

What if the airline cancels my flight twice?

Each cancellation is treated separately. If the airline cancels your original flight and then cancels the rebooking flight, you are may have access to to another rebooking or refund for the second cancellation, plus compensation if the second cancellation causes you to arrive more than three hours late at your final destination. Document both cancellations and include both in any complaint or refund request.