Discovering your flight has been cancelled can throw travel plans into chaos, especially if you are already at the airport. Your rights depend on why the cancellation occurred, how much notice you received, and whether the disruption was within the airline's control.
Refund or Alternative Flight
According to the UK Civil Aviation Authority (CAA), airlines must offer passengers a choice between a full refund or an alternative flight if their service is cancelled. This applies regardless of the reason for the cancellation. If you choose to travel later, the airline must arrange suitable alternative transport to your destination. The CAA also states that passengers should be re-routed at the earliest opportunity or on a later date that suits them, subject to seat availability.
Compensation Rules
Many travellers assume they are automatically entitled to compensation whenever a flight is cancelled. However, compensation is only payable in certain circumstances, including when the airline is responsible for the disruption and passengers are given less than 14 days' notice. Compensation may not be available if the cancellation was caused by what the law describes as "extraordinary circumstances". According to the CAA, this can include severe weather, air traffic control restrictions, or security risks that were outside the airline's control.
Duty of Care During Delays
Even if compensation is not due, airlines still have a duty to look after passengers during significant delays caused by a cancellation. This may include meals and refreshments, accommodation if an overnight stay is required, and transport between the airport and hotel where necessary. If you have to pay for essential items because the airline failed to provide assistance, keep every receipt. Consumer experts at Which? say passengers may be able to reclaim reasonable expenses if they were entitled to care and assistance but did not receive it.
Travel Insurance and Dispute Resolution
It is also worth contacting your travel insurer, particularly if the cancellation affects other parts of your trip. The Association of British Insurers (ABI) says many travel insurance policies include cover for travel disruption, although the level of protection varies between insurers and policies. If your claim is rejected and you believe the airline has not followed the rules, you may be able to escalate the matter. Passengers can complain directly to the airline before using an approved alternative dispute resolution scheme where one is available.
Ultimately, a cancelled flight does not automatically mean you have to accept the disruption without support. Knowing your rights and keeping records of any additional costs can help you recover money you are entitled to and reach your destination with as little disruption as possible.
