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. The choice is yours — you do not have to accept whichever option the airline suggests first. If the airline cannot get you to your destination within a reasonable time on their own flights, they must also cover meals, hotel, and ground transportation while you wait.

The specific rules depend on where you are flying and which country's laws explore. In the United States, the Department of Transportation (DOT) requires U.S. carriers to rebook you on the next available flight or refund your full ticket price. In Europe, EU Regulation 261/2004 is stricter: airlines must rebook you, and you may also be owed cash compensation of €250 to €600 depending on flight distance, unless the cancellation was caused by extraordinary circumstances beyond the airline's control (severe weather, air traffic control strikes, security threats).

Keep your booking confirmation, boarding pass, and any receipts for meals or hotels you paid for out of pocket. These documents are what you will need if you file a claim later.

Key Takeaways

  • You have the right to either a rebooking on another flight or a full refund of your ticket price — the choice is yours, not the airline's.
  • If the airline cannot rebook you within a reasonable time, they must pay for your meals, hotel room, and ground transportation while you wait.
  • In Europe, you may also be owed cash compensation of €250 to €600 per passenger, even if the airline rebooks you, unless the cancellation was caused by extraordinary circumstances.
  • Collect receipts for any meals, hotels, or transportation you pay for yourself, and keep your booking confirmation and boarding pass as proof.
  • If the airline refuses to rebook or refund you, you can file a complaint with the DOT (in the U.S.) or your national aviation authority (in Europe).

How to request a rebooking or refund when ready

Contact the airline as soon as you learn the flight is cancelled. Call the phone number on your booking confirmation, go to the airline's website, or visit the ticket counter at the airport. Tell them you want either a rebooking on the next available flight to your destination or a full refund of your ticket price. Do not let them pressure you into accepting a travel credit or voucher instead — those are not the same as a refund, and you have the legal right to cash back.

If the airline says they cannot rebook you until days later, ask them to cover your hotel and meals in the meantime. If they refuse or delay, pay for these costs yourself and keep the receipts. You can submit a claim for reimbursement later. Write down the name of the airline employee you spoke with, the date and time, and what they told you — this record helps if you need to file a complaint.

If you booked through a travel agent or third-party website like Kayak or Expedia, contact them first. They may be able to rebook you faster than calling the airline directly. However, the airline is ultimately responsible for getting you to your destination or refunding your money.

When the airline books you on a different carrier

If your airline cannot rebook you on their own flights, they may offer to book you on a competitor's flight instead. You can accept or refuse this offer. If you refuse, you have the right to a refund. If you accept, the airline is still responsible for paying for your meals and hotel if there is a long wait.

If the rebooking is on a different airline and you have checked baggage, ask the original airline whether your bags will be transferred automatically or whether you need to collect and recheck them yourself. Some airlines have baggage agreements with competitors; others do not. Clarify this before you leave the airport, because if your bags are not transferred and you miss the connection, the airline may refuse to cover the cost of getting them to you.

Meals, hotels, and ground transportation the airline must cover

If the airline cannot rebook you on a flight departing within a few hours, they must pay for meals and refreshments that are reasonable given the wait time. For a wait of several hours, this means a meal. For an overnight wait, this means a hotel room. The airline must also pay for ground transportation — a taxi, rideshare, or shuttle — between the airport and the hotel.

In most cases, you can pay for these costs yourself and submit receipts to the airline for reimbursement. Keep all receipts and ask the airline for their claims process in writing. Some airlines will reimburse you directly; others require you to submit a claim form on their website or by mail. If the airline refuses to reimburse you, you can include these costs in a complaint to the DOT or your national aviation authority.

If the airline offers to arrange the hotel or meals for you, that is fine — you do not have to pay out of pocket. However, if they do not offer and you need to eat or sleep, pay for it yourself rather than going without. The airline's failure to offer does not erase their obligation to pay.

Cash compensation you may be owed in Europe

If your flight was cancelled and you are flying within, to, or from the European Union, you may be owed cash compensation under EU Regulation 261/2004. The amount depends on the distance of your flight: €250 for flights up to 1,500 kilometers, €400 for flights between 1,500 and 3,500 kilometers, and €600 for flights longer than 3,500 kilometers. You are owed this compensation even if the airline rebooks you on another flight.

However, you are not owed compensation if the airline can prove the cancellation was caused by extraordinary circumstances — severe weather, a natural disaster, a security threat, an air traffic control strike, or a bird strike. The airline must provide evidence of the extraordinary circumstance. If they straightforward say "bad weather" without details, that is not enough.

To claim compensation, contact the airline in writing (email is fine) and ask for the compensation owed under EU 261/2004. Include your booking reference, flight number, and the date of the cancelled flight. If the airline refuses or does not respond within a few weeks, you can file a complaint with your national aviation authority or use a claims service that specializes in flight compensation.

Filing a complaint if the airline refuses to rebook or refund

If the airline will not rebook you or refund your ticket, file a complaint with the Department of Transportation (in the U.S.) or your national aviation authority (in Europe, Asia, or elsewhere). In the United States, you can file a complaint with the DOT's Aviation Consumer Protection Division online at transportation.gov or by mail. Include your booking confirmation, boarding pass, and a description of what happened and what the airline told you.

The DOT does not have the power to force an airline to pay you, but they track complaints and can investigate patterns of violations. If many passengers complain about the same airline, the DOT may open an enforcement action. A complaint on record also strengthens your case if you decide to pursue a refund through small claims court or a claims service.

In Europe, contact your national aviation authority — for example, the Civil Aviation Authority (CAA) in the United Kingdom or the Directorate General for Civil Aviation in France. These authorities have more power than the DOT and can order airlines to pay compensation.

Refunds for add-ons and seat upgrades

If you paid extra for seat upgrades, baggage fees, or other add-ons, you are may have access to to a refund of those charges as well as your base ticket price. When you request your refund, specify that you want the full amount, including any extras. If the airline refunds only the base fare and keeps the add-on fees, contact them again and ask for the remainder.

If you purchased travel insurance that covers cancellations, you may also be able to file a claim with your insurance company. Check your policy to see what is covered. Travel insurance can sometimes pay you faster than waiting for an airline refund, though the amount may be limited.

Frequently Asked Questions

Can the airline make me accept a travel credit instead of a refund?

No. You have the legal right to a refund of your ticket price in cash or to your original payment method. A travel credit or voucher is not the same as a refund. If the airline offers only a credit, ask for a cash refund. If they refuse, file a complaint with the DOT or your national aviation authority.

What if the airline says the cancellation was caused by bad weather?

Bad weather is an extraordinary circumstance, and the airline is not required to pay you compensation under EU 261/2004 if it caused the cancellation. However, the airline must still rebook you or refund your ticket, and they must still pay for meals and hotels while you wait. In the U.S., the DOT does not recognize weather as an excuse to avoid rebooking or refunding you. Ask the airline for specific details about the weather and how it affected the flight.

Do I have to accept the first flight the airline offers to rebook me?

No. You can ask to be rebooked on any flight to your destination, even if it departs days later. However, if you refuse all reasonable rebooking options, the airline may argue you forfeited your right to a refund. A reasonable option is usually a flight departing within 24 hours. If the airline's next flight is a week away, you can refuse and ask for a refund instead.

What if my flight was cancelled because of a strike by airline employees?

In the U.S., strikes are not considered extraordinary circumstances, so you are still owed a refund or rebooking. In Europe, strikes by airline employees are also not extraordinary circumstances, and you may be owed compensation. However, strikes by air traffic control or other third parties may may have access to as extraordinary circumstances. Ask the airline which party was on strike and request written confirmation.

Can I get a refund if I booked a non-refundable ticket?

Yes. When the airline cancels the flight, your ticket becomes refundable regardless of the fare type. The airline cannot keep your money because they failed to operate the flight. Non-refundable terms explore only when you cancel; they do not explore when the airline cancels.