Your airline must rebook you or refund your ticket

When your flight is cancelled, the airline's legal obligation depends on where you are flying and which rules explore. In the United States, the Department of Transportation requires airlines to offer you a choice: rebook on the next available flight to your destination at no extra cost, or refund your ticket price. The airline cannot force you to accept a flight days later or to a different city.

The refund must go back to your original payment method — the credit card, debit card, or bank account you used to buy the ticket. If you paid cash or with a gift card at the airport, the airline must still refund you, though the process may take longer. You do not have to accept a travel credit or voucher if you want your money back; refund is a separate right from rebooking.

International flights have different rules depending on where you are departing from and arriving. Flights within or departing from Europe are covered by EU Regulation 261/2004, which offers compensation of €250 to €600 per passenger on top of rebooking or refund. Flights to or from Canada fall under Canadian Air Passenger Protection Regulations, which also provide compensation. Always check the specific rules for your route before contacting the airline.

Key Takeaways

  • U.S. airlines must offer you a rebooking on the next available flight or a full refund to your original payment method — you choose which one.
  • The airline is not required to pay for hotels, meals, or ground transportation unless the cancellation was caused by something within their control, such as a maintenance issue or crew scheduling error.
  • EU and Canadian flights include compensation payments in addition to rebooking or refund, ranging from €250 to €600 depending on flight distance.
  • You must contact the airline directly or through your booking confirmation to request rebooking or refund; the airline will not automatically process your request.
  • Keep your booking confirmation, boarding pass, and any receipts for expenses you paid out of pocket, as you may need them to file a claim for compensation.

When the airline pays for hotels and meals

Airlines are required to cover certain expenses only when the cancellation was within their control. A cancellation caused by mechanical failure, crew unavailability, or scheduling problems means the airline must pay for hotel accommodations and meals while you wait for the next flight. A cancellation caused by weather, air traffic control delays, or security threats does not trigger this requirement, even though the airline still must rebook or refund you.

If the airline tells you the cancellation was due to weather or circumstances beyond their control, ask for written confirmation. Airlines sometimes classify cancellations this way to avoid paying for hotels, but the definition is narrow. Maintenance discovered during a pre-flight check, for example, is the airline's responsibility, not a weather event. If you believe the airline misclassified the reason, you can dispute it later when filing a compensation claim.

When the airline does owe you hotel and meal costs, you typically pay out of pocket and submit receipts for reimbursement. Keep all receipts, including the hotel folio and meal receipts. Some airlines have agreements with hotels near the airport and will direct you to those properties; if you choose a different hotel, the airline may only reimburse a reasonable amount, not the full cost of a luxury property.

How to request rebooking or refund

Contact the airline as soon as you learn your flight is cancelled. Call the phone number on your booking confirmation or the airline's main customer service line. Have your confirmation number and ticket number ready. Tell the agent you want either a rebooking on the next available flight or a refund, whichever you prefer.

If you booked through a travel website like Expedia or Kayak, you can contact the airline directly — you do not have to go through the booking site. The airline is responsible for the rebooking or refund, not the third-party seller. However, if you paid the booking site with a credit card and the airline refuses to refund, you can dispute the charge with your credit card company.

If the airline's phone lines are overwhelmed and you cannot reach an agent, check the airline's website or app. Many airlines now allow you to request rebooking or refund online through your booking. Email the airline's customer service address if the phone and app options are not working. Document the date and time you contacted them, and keep copies of any emails or chat transcripts.

Compensation for EU and Canadian flights

If your flight departed from or was scheduled to arrive in the European Union, you may be owed compensation under EU Regulation 261/2004. The amount depends on the flight distance: €250 for flights up to 1,500 kilometers, €400 for flights between 1,500 and 3,500 kilometers, and €600 for flights over 3,500 kilometers. This compensation is separate from your refund or rebooking — you get both.

The airline can deny compensation only if they can prove the cancellation was caused by extraordinary circumstances beyond their control, such as severe weather, air traffic control strikes, or security threats. Mechanical failures and crew problems do not count as extraordinary circumstances. The airline must provide written proof of the reason for cancellation if you request it.

To claim compensation, contact the airline in writing within the time limit set by your country's aviation authority — usually two to three years. If the airline refuses, you can file a complaint with your national aviation authority or use a claims service that handles EU compensation cases. Some claims services work on a no-win-no-fee basis, taking a percentage of your compensation if they win.

Canadian flights are covered by the Canadian Air Passenger Protection Regulations. Compensation ranges from $400 to $2,400 CAD depending on flight distance and how long you were delayed in reaching your destination. The rules are similar to EU regulations: the airline must rebook or refund, and compensation is separate. Contact the airline or the Canadian Transportation Agency if the airline refuses to pay.

What to do if the airline will not rebook you

If the airline tells you no flights are available for several days, you have options. You can book your own flight on a different airline and ask the original airline to reimburse you for the difference in price. This is called rule 240 in airline terminology, though the rule itself is not a law — it is a practice some airlines follow. The airline is not legally required to reimburse you for a flight on a competitor, but many will if you ask.

Before booking your own flight, contact the original airline and ask in writing whether they will reimburse you for a ticket on another airline. Get a written response or email confirmation. If they agree, book the cheapest reasonable option and keep all receipts. If they refuse, you can still book the flight and dispute the charge with your credit card company, or file a complaint with the Department of Transportation.

If the airline offers you a flight that arrives much later than your original flight — for example, a connection that gets you there 12 hours late — you can refuse it and request a refund instead. The airline cannot force you to accept a significantly delayed rebooking. Document the original arrival time and the rebooking time in case you need to dispute the airline's claim that the rebooking was reasonable.

Filing a complaint if the airline refuses to refund or rebook

If the airline will not refund your ticket or rebook you after a cancellation, file a complaint with the Department of Transportation. Go to the DOT's Aviation Consumer Protection Division website and submit a complaint through their online form. Include your booking confirmation, the cancellation notice, and any emails or call records showing your attempts to get a refund or rebooking.

The DOT does not have the power to force the airline to pay you, but they track complaints and can investigate patterns of violations. If many passengers file complaints about the same airline, the DOT may open an enforcement action. A DOT complaint creates a record that can help if you later pursue a claim in small claims court or through a credit card dispute.

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

Frequently Asked Questions

Do I get money back if the airline cancels my flight?

Yes. The airline must either rebook you on the next available flight at no cost or refund your ticket price to your original payment method. You choose which option you want. Compensation on top of the refund applies to EU and Canadian flights, but not to domestic U.S. flights.

Can the airline make me take a flight three days later?

No. The airline must offer you the next available flight. If the next flight is days away, you can refuse it and request a refund instead. You do not have to accept a rebooking that is unreasonably delayed.

Who pays for my hotel if my flight is cancelled?

The airline pays only if the cancellation was caused by something within their control, such as a mechanical problem or crew scheduling error. Cancellations caused by weather or air traffic control delays do not require the airline to pay for hotels. If the airline does owe you hotel costs, keep your receipts and submit them for reimbursement.

How long do I have to request a refund after a cancellation?

In the U.S., there is no specific important date, but you should request a refund as soon as possible. For EU flights, you have up to three years to claim compensation. For Canadian flights, the time limit is two years. Contact the airline or your national aviation authority if the airline refuses to pay after the important date has passed.

What if I booked through a travel website, not directly with the airline?

Contact the airline directly, not the travel website. The airline is responsible for rebooking and refunding you. If the airline refuses, you can dispute the charge with your credit card company or file a complaint with the Department of Transportation.