travel compensation for delayed flights

Can I get flight delay compensation? These are the ways you qualify

Editor's Note

It's one of the most frustrating parts of travel. You book your flight, pack your bags and get ready for your trip. Then, right before you're set to fly, your flight is delayed — or worse, canceled.

You're stuck trying to salvage plans and figure out the best way to proceed, possibly missing airline connections, special plans, hotel reservations and more.

It feels like someone should pay you for all of this extra work and grief, right?

Ideally, the time-equals-money philosophy would be put into action in the case of delays. As with many things related to air travel rules, it's never quite as straightforward as we think it should be.

Here's what you need to know about qualifying for and receiving flight delay compensation.

What is flight delay compensation?

At its core, flight delay compensation repays you for lost time. Ideally, it holds airlines responsible for getting you to your destination within a set time frame. If they can't meet the minimum requirements for carriage, they would provide compensation, or financial repayment, for your time.

In Europe, one standard law provides for this type of financial restitution for delays and canceled flights, and it's very transparent and easy to understand. In the U.S., individual airlines set thresholds that are much less clear.

Related: Your flight is canceled or delayed – here's what you should do next

Flight delay compensation for international flights

Within the European Union, there are existing regulations that provide monetary relief to passengers for flights affected by delays and or cancellations, thanks to a 2005 regulation known as EU261.

If you are delayed three or more hours, you are entitled to compensation (see the chart below) unless the delay was caused by "extraordinary circumstances." These circumstances include weather, political strife, air traffic control decisions that are out of the airline's control and security risks.

Things like mechanical and technical problems are not extraordinary circumstances. However, airline strikes, for example, may be considered an extraordinary circumstance.

As a result, airlines have shelled out hundreds of millions of euros to passengers inconvenienced by delayed flights.

Since its inception, Europe has broadened this rule to apply to domestic connecting flights originating in the EU. This means flights within the EU, flights departing from the EU to the U.S. (and other countries) and even the connecting flights you book within the U.S. are eligible for compensation.

Depending on how long you're delayed, there are clear reimbursements you are entitled to receive:

Note that any compensation may be reduced by half if you accept a reroute from the airline to your final destination.

Related: TPG's guide to understanding EU261 flight compensation

Flight delay compensation for domestic flights

Unlike the European Union, the U.S. does not have one central tenet that directs how airlines should compensate passengers in the case of a delay.

"There are no federal laws requiring airlines to provide passengers with money or other compensation when their flights are delayed. Each airline has its own policies about what it will do for delayed passengers," is the official word from the U.S. Department of Transportation.

However, the DOT is making strides toward creating more transparency in the industry regarding this issue. As part of this, it's sought to hold airlines accountable for compensating passengers.

Travelers are already entitled to refunds for flights canceled by the airline and flights that are significantly delayed or changed after booking.

Until relatively recently, however, the DOT didn't define what constitutes a "significant" delay or change, leaving it to airlines to voluntarily self-regulate. In some cases, this resulted in airlines having extensive rolling delays of a flight rather than canceling it.

Now, the DOT has defined language and timing so that a "significant delay" would be defined as one that affects the departure or arrival time of a domestic flight by three hours or more (or by at least six hours for an international flight).

A "significant change" would include one that changes the departure or arrival airport or adds more connections to an itinerary than what was originally booked.

Interestingly, it would also include changes to the aircraft type "if it causes a significant downgrade in the air travel experience or amenities available onboard the flight."

Last year, the department unveiled its airline customer service dashboard — a tool that shows how the top 10 largest U.S. carriers will accommodate passengers in the event of a delay or cancellation that is within the airline's control.

For example, all 10 airlines will provide meal vouchers when a cancellation results in a wait of three hours or more for a new flight. All but Frontier Airlines will also provide complimentary hotel accommodations for passengers affected by an overnight cancellation. However, none of the 10, according to the DOT website, will provide cash compensation if a cancellation results in a passenger waiting for three hours or more from the scheduled departure time.

Note that the dashboard only provides information about amenities airlines provide when the delay is within their control. Many delays, however, are outside of the airline's control — for example, weather or air traffic control issues. Airlines generally provide little to nothing if a flight is delayed or canceled for those issues.

The DOT hopes the dashboard will become a resource for consumers to consider when they choose an airline.

Related: All the airlines' flight delay and compensation policies from DOT's customer service dashboard

What happens when I miss a connecting flight due to a delay?

Unfortunately, in the U.S., there is no overall policy governing delays. If you miss your connecting flight, contact your airline immediately either in person at the help desk, on the phone (usually a quicker option) or through the app. Or, if you have lounge access, head there first to talk to an agent, usually without a line.

The airline should work with you to place you on the next available flight. This may include putting you on another carrier. If you need to stay overnight, ask the airline for hotel and food vouchers.

After you return home, contact the airline about delay compensation.

Many travel credit cards include trip delay, interruption and cancellation benefits that protect you when flights go wrong. When you know that your flight will be affected, contact the issuer of the card that you purchased the ticket with to determine your options (see below).

Related: Missed your flight? Here's what to do

What credit cards offer flight delay compensation?

Trip delay reimbursement is a benefit that will compensate you for expenses that aren't reimbursed by your transportation carrier. Cards reference "common carriers" for this coverage, which typically means forms of public transportation with published schedules on which you bought tickets — think air trips, not road trips, for this category.

While airlines may provide hotel rooms and food vouchers for overnight delays that are under their control, such as maintenance issues, they typically won't provide support for things like weather delays. Moreover, what an airline provides may not cover all of your expenses. This is where trip delay reimbursement can help you.

Here are some cards that are among the best for trip delay reimbursement. It's important to note that the specific terms can vary from card to card (or issuer to issuer).

Also worth noting is that depending on the card, you must have a delay of six or 12 hours to qualify, which we note: Capital One Venture X Rewards Credit Card (six hours); Chase Sapphire Reserve (six hours) and Chase Sapphire Preferred Card (12 hours or overnight); The Platinum Card® from American Express * (six hours); Delta SkyMiles® Reserve American Express Card * (six hours); Marriott Bonvoy Brilliant® American Express Card® * (six hours); Marriott Bonvoy Boundless Credit Card and Marriott Bonvoy Bold Credit Card (12 hours or overnight); World of Hyatt Credit Card (12 hours or overnight); United Club Infinite Card and United Explorer Card (12 hours or overnight).

* Eligibility and benefit level varies by card. Terms, conditions and limitations apply. Please visit americanexpress.com/benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company .

Related: Flight delayed? Remember these 4 things if you want trip delay reimbursement from your credit card

How to apply for flight delay compensation

Don't delay in requesting your compensation. In the EU, individual countries set deadlines, and they can vary wildly. The deadline to file a claim is not based on your citizenship, where you live or your destination but instead the location of the headquarters of the airline you flew.

You can generally find instructions on how to submit a claim on a carrier's website. However, if you have trouble finding that information, you can also print and complete the Air Passenger Rights EU Complaint form and submit it to the airline directly.

In the U.S., it's also best to ask for compensation soon after your disrupted flight. Domestic carriers are not obligated by law to offer financial compensation for delays. However, many do have policies — which you can find on the DOT dashboard — that provide some financial restitution for long delays.

Be sure to keep a copy of your flight information, including your ticket number, for the compensation request.

Bottom line

Although there is no consistent policy across the board for delay compensation, there are a number of ways you may be able to get financial compensation if your flight is significantly delayed.

In Europe, for delays of more than three hours, you may be eligible for compensation under EU261. In the U.S., check the DOT's dashboard to see if your carrier will compensate you for your delay.

If you can't get financial compensation that way, check with your credit card issuer to see if it provides trip delay reimbursement.

Related reading:

• When is the best time to book flights for the cheapest airfare?
• The best airline credit cards
• What exactly are airline miles, anyway?
• 6 real-life strategies you can use when your flight is canceled or delayed
• Maximize your airfare: The best credit cards for booking flights
• The best credit cards to reach elite status
• What are points and miles worth? TPG's monthly valuations

For Capital One products listed on this page, some of the above benefits are provided by Visa® or Mastercard® and may vary by product. See the respective Guide to Benefits for details, as terms and exclusions apply.

Advertiser Disclosure

Many of the credit card offers that appear on this site are from credit card companies from which we receive financial compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). However, the credit card information that we publish has been written and evaluated by experts who know these products inside out. We only recommend products we either use ourselves or endorse. This site does not include all credit card companies or all available credit card offers that are on the market.  See our advertising policy here where we list advertisers that we work with, and how we make money. You can also review our  credit card rating methodology .

How To Get Compensation When Your Flight Is Delayed or Canceled [2024]

Michael McHugh

Former Content Contributor

63 Published Articles

Countries Visited: 15 U.S. States Visited: 32

Keri Stooksbury

Editor-in-Chief

38 Published Articles 3324 Edited Articles

Countries Visited: 47 U.S. States Visited: 28

Table of Contents

Credit cards that offer compensation or insurance, u.s. domestic and international flights, eu departing or domestic flights, middle east, africa, or asia flights, how to file a complaint, final thoughts.

We may be compensated when you click on product links, such as credit cards, from one or more of our advertising partners. Terms apply to the offers below. See our  Advertising Policy for more about our partners, how we make money, and our rating methodology. Opinions and recommendations are ours alone.

Flight delays and cancellations are regular occurrences in air travel. When one or the other happens, it’s important to understand your rights and what compensation you are entitled to as a result of a delay or cancellation.

The U.S. and European Union (EU) have different regulations and policies regarding delays and cancellations for passengers on flights to/from/within their respective countries. When you read through the U.S. and EU guidelines, you’ll notice that air travel involving the EU offers more passenger protection than what’s available in the U.S.

This article will outline when you’re entitled to compensation as a passenger, what rights you have, and credit cards that provide travel coverage when flight issues occur.

Paying for flights or just the taxes and fees on award flights with the right credit card can alleviate many of the problems noted above.

Rewards cards are a powerful resource to ensure you’re compensated fairly for problems that occur both within and outside of the airline’s control.

Hot Tip: We recommend digging into this in-depth article on credit cards with trip cancellation and interruption coverage to see which card would suit you best.

We recommend the Chase Sapphire Preferred ® Card  because if your trip is canceled for a covered reason, you or a covered immediate family member could be reimbursed for the non-refundable amount of your trip . The limit for each coverage is  $10,000 per occurrence .

Some of our top picks for trip delay insurance also offer up to $500 if your trip is delayed by more than 6 hours:

• The Business Platinum Card ® from American Express
• Capital One Venture X Rewards Credit Card
• Chase Sapphire Reserve ®
• Delta SkyMiles ® Reserve American Express Card
• Delta SkyMiles ® Reserve Business American Express Card
• The Platinum Card ® from American Express

Unlike the EU, the U.S. does not have an umbrella regulation protecting passengers with flight issues. While you don’t have as much protection in the U.S. as with the EU, the U.S. Department of Transportation ( DOT ) does provide compensation in some instances including:

• Delayed and canceled flights

Overbooking

• Baggage damage, delays, and loss

Delayed and Canceled Flights

Delays or cancellations that don’t require compensation.

Bad weather, air traffic delays, and mechanical issues can be difficult to predict and sometimes outside of the control of the airline. With that said, passengers are not required to be compensated by the airline if your flight is delayed or canceled for these bad weather, air traffic delays, or mechanical issues.

If you find yourself with a delayed flight due to one of these reasons, ask the original airline if it will pay for a ticket on another airline. The DOT does not require the airline to offer compensation, but it doesn’t hurt to ask.

With no federal compensation requirement for delayed passengers, refer to the policies of the operating airline to determine what compensation the airline will offer. If a significant delay occurs, ask the airline if it will compensate you for meals during the delay.

If the airline doesn’t immediately offer you compensation for your meals or expenses incurred during the delay, you may be able to get reimbursed for expenses incurred under Article 19 of the Montreal Convention by filing a claim with the airline. If that claim is denied, you could also pursue reimbursement in court.

For travelers with a canceled flight, the airline should re-book you on its first flight with available space to your destination at no additional charge. If the rebooked flight requires a significant delay, ask the original airline if it will pay for a ticket on another airline.

Flights From/In Europe Delayed? If you’ve been flying within Europe, or have departed from the EU to the U.S (and other countries), you could receive up to $700 in compensation. AirHelp can help you with all of the paperwork to get your compensation. (This service cannot help you with delays within the U.S.) 

Tarmac Delays

Another situation that may arise that does not require compensation is a tarmac delay on a domestic flight. These can occur before taking off or after landing.

The DOT prohibits most U.S. airlines from remaining on the tarmac for more than 3 hours unless one of the following occurs:

• A safety or security risk occurs and the pilot determines the aircraft cannot taxi to the gate and deplane its passengers
• Air traffic control determines that there would be significant interruptions in airport operations if it allowed the pilot to taxi to the gate or another location to deplane passengers

If you experience a tarmac delay on an international flight operated by a U.S. airline, the DOT time limits do not apply. Any time limits and/or corresponding protocols are set by the airlines.

U.S. airlines must provide passengers on domestic and international flights with food and water no later than 2 hours after a tarmac delay begins. The airline is required to keep the lavatories operable and medical attention must be available.

Overbooking is a strategy airlines use to ensure a full flight and accounts for passenger “no-shows.” When a flight is overbooked, the DOT requires airlines to compensate for voluntary and involuntary bumped passengers.

To better understand these definitions:

• Voluntary bumping is when an airline asks passengers to voluntarily give up their seats in exchange for compensation
• Involuntary bumping is when an airline bumps passengers against their will but still compensates the passengers

Voluntary Bumping

The DOT requires airlines to ask passengers if they are willing to give up their seats in exchange for compensation before involuntarily bumping passengers. If you agree to be voluntarily be bumped, the airline will book you on a later flight and will likely provide compensation in the form of vouchers.

Before agreeing to be bumped, ask the airline the following questions to ensure you know what you’re agreeing to:

• When is the next flight that the airline is confirming your seat on?
• Will the airline provide free meals, a hotel room, and/or transportation between the hotel and the airport to cover your costs incurred by agreeing to take a later flight?

It’s important to ask these questions because there is not a standard form or amount of compensation that the DOT mandates . Airlines have the flexibility to negotiate with prospective volunteers so you should know what you’re agreeing to before giving up your seat. If the airline offers a free flight or free transportation as compensation, ask if there are any restrictions when redeeming these forms of compensation .

Involuntary Bumping

If you are involuntarily bumped, the DOT requires each airline to compensate involuntarily bumped passengers via check or cash. The amount you receive from the airline depends on the price of the ticket you purchased and the length of the delay.

Update: As of April 13, 2021, a new DOT ruling took effect that indicates that passengers may not be involuntarily bumped once their “boarding pass has been collected or scanned and the passenger has boarded.”

The amount you will be compensation is determined by the following factors:

• If you arrive at your destination within 1 hour of your original scheduled arrival time, you will not be compensated
• If you arrive at your destination between 1 to 2 hours after your original arrival time, you will be compensated for 200% of your one-way ticket price or a $775 maximum
• If you arrive at your domestic destination 2+ hours later than your original arrival time, international destination 4+ hours later than your original arrival time, or if the airline does not make substitute travel arrangements for you, you will be compensated for 400% of your one-way ticket price or a $1,550 maximum
• If you’re on an award flight or bought a ticket through a consolidator, you will be compensated for the price of your same fare class for your flight
• If you deny the airline’s rebooking flight and choose to book your own flight, you will be compensated for the price of the ticket you purchased
• If you paid additional charges for seats, checked baggage, Wi-Fi, etc., and did not receive those services on your rebooked flight or were required to pay for those services again, you will be compensated for the price of those optional services

Unfortunately, there are conditions and exceptions to the compensation rules above. You will not be compensated if:

• You do not have a confirmed reservation
• You miss your check-in deadline
• The airline must substitute a smaller plane than the one you booked
• The flight has 30 to 60 seats and bumps you due to safety-related aircraft weight or balance constraints
• You booked a chartered flight and are bumped
• You booked a flight with fewer than 30 seats
• You booked an international flight inbound to the U.S.

Lastly, if being bumped costs you more money than the airline will pay you at the airport, you can try to negotiate a higher reimbursement with the airline’s complaint department. If you decline the compensation and are unable to receive higher compensation from the airline’s complaint department, you can take the airline to court.

Baggage Damage, Delays, and Loss

It’s happened to us all — your bag is damaged, delayed, or even lost. While this is frustrating, it’s helpful to know how you can be compensated when one of the following occurs to your luggage:

Damaged Bags

The following situations are likely to result in compensation for your damaged luggage:

• If your luggage is smashed or torn, the airline will typically pay to repair the luggage
• If the smashed or torn luggage can’t be repaired, the airline will negotiate a settlement to pay you the depreciated value of your luggage
• If items inside your luggage are damaged as a result of the airline’s negligence, the airline might be liable for those damages

Delayed Bags

The following situations may result in compensation if your bags are delayed:

• If your luggage is delayed and you incur expenses for items that are missing, you will have to negotiate with the airline to pay for what you and the airline agree are “reasonable expenses”
• If the airline does not provide you a cash advance, it may still reimburse you later for the purchase of necessities
• If sporting equipment is delayed, the airline will sometimes pay for the rental of replacement equipment
• If clothing or other articles are delayed, the airline might offer to compensate you for only a portion of the purchase cost
• If an emergency situation occurs, most airlines have guidelines that allow their airport employees to compensate you for emergency purchases
• If food or perishable goods are ruined as a result of your luggage being delayed, the airline will not reimburse you

It’s important to keep in mind that if the airline is found liable for consequential damages, the airline’s liability limit is currently $3,500 per passenger on domestic flights and approximately $1,545 for international round-trip flights that originate in the U.S.

If your luggage is lost, you should submit a claim to initiate the compensation negotiation process. In the situation where you flew 2 airlines involving a connection, the final airline is traditionally responsible for processing your claim.

When you start the claims process, keep in mind that the airline is not required to pay you the full amount on your claim.

The claims process follows this generally timeline:

• First, the airline will use the information on your claims form to estimate the value of your lost belongings (up to a maximum of $3,500). It will determine the depreciated value of your belongings, not their original price or the replacement costs.
• Next, the airline will take between 4 weeks to 3 months to compensate you for your lost luggage.
• Lastly, the airline will pay you a settlement in the form of a cash payment or a free airline ticket in an amount that may be greater than the cash payment.

Bottom Line: Every passenger’s situation is unique. If you find that your flight is canceled or delayed, your bag has been damaged, delayed, or lost, or the flight is overbooked, we recommend that you read the DOT’s Consumer Guide to Air Travel to familiarize yourself with the rules. 

EU Legislation 261/2004 is the regulation you’ll turn to with issues traveling to/from/within the EU. The regulation establishes rules and a compensation structure for passengers who experience travel issues like denied boarding or flight delays.

As a passenger on flights to/from/within the EU, the passenger rights apply if:

• Your flight is within the EU and operated by an EU or non-EU airline
• Your flight arrives in the EU from outside the EU and is operated by an EU airline
• Your flight departs from the EU to a non-EU country operated by an EU or a non-EU airline

The EU covers 27 countries , including special territories like the Azores and the Canary Islands and several non-EU European countries like Iceland, Norway, Switzerland, and the United Kingdom.

If you experience flight issues to/from/within the EU, the EU passenger rights do not apply if:

• Your flight arrives in the EU from outside the EU and is operated by a non-EU airline
• You have received benefits for flight-related problems under the laws of a non-EU country

Speaking of Europe, check out the best ways to fly to Europe with points and miles .

Need To Make a Claim? You could get up to $700 in compensation for a flight delay or cancellation.

Denied Boarding

If you arrive at your flight on time with the correct boarding documents, but you’re denied boarding due to overbooking or operational reasons and you don’t voluntarily give up your seat, you are entitled to all of the following:

• Compensation
• A choice between rerouting, reimbursement, or rebooking

Compensation for denied boarding is as follows:

• For flights less than 1,500 kilometers: €250 (~$300)
• For flights more than 1,500 kilometers within the EU: €400 (~$475)
• For flights between 1,500 and 3,000 kilometers: €400 (~$475)
• For flights over 3,000 kilometers: €600 (~$715)

It’s important to know that your compensation may be reduced by 50% if you are rerouted by the airline and arrive at your destination within 2 to 4 hours of your originally scheduled arrival. However, if you meet the qualifications above, you should always receive compensation.

Hot Tip: The airline must also offer compensation in the case of a missed flight connection — for example, if the airline denied you boarding on your first flight, causing you to miss your second flight.

If you are connecting on a different airline, airlines are not required to provide compensation if a delay on the first flight causes you to miss your connection. However, if your first flight is delayed for more than 3 hours, you may be entitled to compensation from the airline that caused the delay.

In addition to compensation, the airline must offer you a choice between:

• Reimbursement of your ticket and a return flight to your departure airport if you have a connecting flight
• Rerouting to your final destination
• Rerouting at a later date under comparable transportation conditions

Once you have chosen the option that is best for you, you no longer have rights to the other 2 options. However, the airline may still be required to compensate you:

• If the airline does not provide rerouting or comparable return transportation to your departure airport, the airline is required to reimburse your flight cost
• If the airline unilaterally reimburses your flight cost and does not offer a choice between reimbursement or rerouting, you are entitled to the price difference of the new flight cost
• If you booked separate outbound and inbound flights with different airlines and the outbound flight is canceled, you will only be reimbursed for the cost of the canceled flight

If the outbound and return flights are operated by different airlines but part of the same reservation and the outbound flight was canceled, you have the right to compensation and  choice between:

• Reimbursement of your entire ticket
• Rerouting on another flight for the outbound flight.

Assistance is another item you are entitled if you’re denied boarding. “Assistance” provided by the airline includes:

• Refreshments
• Accommodation if your flight requires an overnight stay
• Transportation to/from your accommodation
• 2 phone calls, text messages, or emails

If the airline does not provide assistance and you pay for these expenses out-of-pocket, the airline is required to reimburse you as long as the expenses were necessary, reasonable, and appropriate.

Hot Tip: If the airline doesn’t pay your out-of-pocket expenses for assistance items directly, consider using the Chase Sapphire Reserve card. This credit card earns 5x points on air travel and 10x total points on hotels and car rentals when you purchase travel through Chase Travel and 3x points on other travel and dining purchases . Since the airline is required to reimburse you, not only will you be reimbursed, but you’ll also earn 3x points on those purchases.

Canceled Flights

When a flight cancellation occurs, you are entitled to the same 3 rights as if you were denied boarding:

The airline is required to compensate you for a canceled flight if you were notified less than 14 days before your original scheduled departure date. However, compensation is not required if the airline proves that extraordinary circumstances (e.g., weather) caused the cancellation.

Here’s yet another wrinkle! If your flight is canceled, you are not entitled to compensation if:

• You are informed more than 14 days in advance
• Depart no more than 2 hours before the originally scheduled departure time, and
• Reach your final destination less than 4 hours after the originally scheduled arrival time
• Depart no more than 1 hour before the originally scheduled departure time, and
• Reach your final destination less than 2 hours after the originally scheduled arrival time

Delayed Flight

When a flight delay occurs, you are entitled to assistance and a choice between rerouting, reimbursement, or rebooking.

If you arrive at your destination more than 3 hours after your scheduled arrival time, you are entitled to the same reimbursement, rerouting, and rebooking structure as a denied boarding.

Hot Tip: Before you get stranded in the airport with a delayed/canceled flight, consider applying for a credit card with lounge access like the Amex Business Platinum card or the Amex Platinum card.

Lost, Damaged, or Delayed Luggage

If the luggage you checked is lost, damaged, or delayed, you are entitled up to €1,300 (~$1,550) in compensation from the airline. However, if the damage was caused by a product defect, you are not entitled to compensation.

The airline is also responsible for any damage it caused to your carry-on item.

If you decide to file a claim for your luggage, do so in writing to the airline within 7 days or within 21 days if your luggage was delayed in getting back to you. You need to file the claim directly with the airline, as there is no standard EU form to use.

Airlines that operate out of the Middle East (like Etihad Airways, Emirates, and Qatar Airways), Africa (like Ethiopian or South African Airways), or Asia (like ANA, Cathay Pacific, or Singapore Airlines) are not required to compensate passengers like the airlines regulated by the DOT and EU.

With that said, consider using a company like AirHelp or Service to receive compensation. Each company has pros and cons, so research each company to determine which 1 aligns best with your needs.

Filing a claim depends on your specific situation, which is why it’s important to read through the U.S. rights and  EU rights .

If you find yourself in a situation needing to request compensation, follow these steps:

• First, start with the airline agents at the airport. The airline agents should help provide you with your rights and the process to file for compensation.
• Next, reach out to the airline’s social media team to explain your situation. Airlines have social media teams ready to respond and react when the airline is mentioned. Some airlines are more responsive than others, so don’t lose hope if the airline isn’t quick to respond. Passengers have noted that Twitter seems to be the social media platform most utilized by airlines.
• Last, contact the claims department of the airline from which you purchased your ticket. Explain your situation and ask the department what the process is to submit a claim for reimbursement.

The EU provides more protections for its passengers. If you need to file a claim for reimbursement, follow these steps:

• First, file a complaint with the airline using the EU-wide air passenger rights complaint form .
• You don’t receive a reply from the airline within 2 months
• You are not satisfied with the reply from the airline and feel that your EU air passenger rights were not respected
• Third, file a dispute via an out-of-court procedure or an alternative dispute resolution . If you bought your ticket online, you can submit your complaint via Online Dispute Resolution . Alternative dispute resolution and Online Dispute Resolution are only open to EU residents.
• Lastly, file a claim for compensation in the European Small Claims court in the country where the incident occurred.

For help and advice related to your rights, contact your local European Consumer Center .

Understanding your rights as a passenger is one of the most important things you can do to ensure you’re compensated fairly. Reading through the applicable policies can be very beneficial since passengers’ rights on EU vs. U.S. flights are significantly different.

Credit cards can also be an important component of your compensation strategy. Taking advantage of 3-hour delay reimbursements will save you money, time, and a headache.

Though delays are always frustrating, knowing that out-of-pocket expenses will be covered can make the problem seem much more manageable.

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For the trip delay insurance benefits of the Delta SkyMiles ® Reserve American Express Card, up to $500 per covered trip that is delayed for more than 6 hours; and 2 claims per eligible card per 12 consecutive month period. Eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the cell phone protection benefit of the Delta SkyMiles ® Reserve American Express Card, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the extended warranty and purchase protection benefits of the Delta SkyMiles ® Reserve American Express Card, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by AMEX Assurance Company. 

For the trip delay insurance benefits of the Delta SkyMiles ® Reserve Business American Express Card, up to $500 per covered trip that is delayed for more than 6 hours; and 2 claims per eligible card per 12 consecutive month period. Eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the cell phone protection benefit of the Delta SkyMiles ® Reserve Business American Express Card, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the extended warranty and purchase protection benefits of the Delta SkyMiles ® Reserve Business American Express Card, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by AMEX Assurance Company. 

For the trip delay insurance benefits of The Business Platinum Card ® from American Express, up to $500 per covered trip that is delayed for more than 6 hours; and 2 claims per eligible card per 12 consecutive month period. Eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the cell phone protection benefit of The Business Platinum Card ® from American Express, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the extended warranty and purchase protection benefits of The Business Platinum Card ® from American Express, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by AMEX Assurance Company. 

For the trip delay insurance benefits of The Platinum Card ® from American Express, up to $500 per covered trip that is delayed for more than 6 hours; and 2 claims per eligible card per 12 consecutive month period. Eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the cell phone protection benefit of The Platinum Card ® from American Express, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by New Hampshire Insurance Company, an AIG Company. For the extended warranty and purchase protection benefits of The Platinum Card ® from American Express, eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/ benefitsguide for more details. Underwritten by AMEX Assurance Company. 

The information regarding the Capital One Venture X Rewards Credit Card was independently collected by Upgraded Points and not provided nor reviewed by the issuer.

For rates and fees of The Business Platinum Card ® from American Express, click here . For rates and fees of Delta SkyMiles ® Reserve American Express Card, click here . For rates and fees for the Delta SkyMiles ® Reserve Business American Express Card, click here . For rates and fees of The Platinum Card ® from American Express, click here .

Frequently Asked Questions

How long does a flight have to be delayed for compensation.

For flights to/from/within the EU, if you arrive at your destination more than 3 hours after your scheduled arrival time, you are entitled to the same reimbursement, rerouting, and rebooking structure as a denied boarding. For flights within the U.S., if you are delayed on the tarmac for more than 3 hours, you are entitled to compensation per the DOT guidelines.

Can I claim for delayed luggage?

For flights to/from/within the EU, if the luggage you checked is lost, damaged, or delayed, you are entitled up to €1,300 (~$1,550) in compensation from the airline. For flights within the US, the airline has a liability limit of $3,500 (adjusted every 2 years for inflation) for baggage that is delayed, damaged, or lost on domestic flights.

What happens if you miss a connecting flight because of a delay?

For flights to/from/within the EU, if you arrive at your destination due to a missed connection more than 3 hours after your scheduled arrival time, you are entitled to the same reimbursement, rerouting, and rebooking structure as a denied boarding. For flights within the U.S., if your delay on the tarmac causes you to miss a connection that results in you arriving at your destination more than 3 hours after your original arrival time, you are entitled to compensation per the DOT guidelines. For non-tarmac caused delays, the compensation rules are set by each airline.

What do I do if my flight is canceled?

For flights to/from/within the EU, when a flight cancellation occurs, you are entitled to the same 3 rights as if you were denied boarding:

For flights within the U.S., when a flight cancellation occurs, each airline sets its own compensation rules.

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About Michael McHugh

Born and raised in Mobile, Alabama, Michael took his first international trip in 2013 with friends to the Bahamas. Although he didn’t travel much in his younger years, on that trip, he caught the travel bug and has been hooked ever since.

Michael first caught wind of the points and miles game in 2014 while at a bar in Washington, DC where the conversation amongst friends was quickly derailed because of an alert on a friend’s phone about a mistake fare.  That’s where the love affair with points and miles began.

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Flight delay compensation: Your rights by each major U.S. airline

Did you get that dreaded alert your flight has been delayed, or worse, canceled?

Whether your travel plans are derailed by turbulent winter weather or by the recent grounding order for Alaska Airlines and United Airlines fleets of Boeing 737 MAX 9s , you may be eligible for compensation.

All U.S. airlines are required to adhere to promises made in customer service plans and are  required to refund  travelers if their flights are canceled or significantly delayed, under federal Department of Transportation rules.

But rules around delays are murkier. The DOT doesn’t define “significant delays,” but determines these refunds on a “case-by-case basis,” depending on various factors like length of delay and flight.

For delays caused by the airline, such as due to crew scheduling or mechanical issues, compensation is required. “Uncontrollable delays,” like due to weather conditions or air traffic control mandates, usually do not qualify.

You are entitled, however, if you choose not to travel after an airline made a significant schedule change and/or delay. And passengers are entitled to a refund for difference in fares if they are downgraded in service class.

The DOT has a customer service dashboard to better understand what airlines have committed to for their passengers. Read below to know your options. (Read here for what to know if you’re impacted by the MAX9 groundings.)

Alaska Airlines flight delay, cancellation policy

• Rebook on same airline at no additional costs.
• Rebook on partner airline or another airline with which it has an agreement at no additional costs.
• Meal or meal cash/voucher when cancellations results in waiting three hours or more for new flight.
• Complimentary hotel accommodations if affected by overnight cancellation, with complimentary ground transportation.
• Credit/travel voucher and frequent flyer miles when cancellations results in waiting three hours or more from scheduled departure time.

Allegiant Air flight delay, cancellation policy

American airlines flight delay, cancellation policy.

• Meal or meal cash/voucher when cancellation or delay results in waiting three hours or more for new flight.

Delta Air Lines flight delay, cancellation policy

• Complimentary hotel accommodations if affected by overnight cancellation or delay, with complimentary ground transportation.

Frontier Airlines flight delay, cancellation policy

Hawaiian airlines flight delay, cancellation policy, jetblue airlines flight delay, cancellation policy.

• Credit/travel voucher when cancellation or delay results in waiting three hours or more from scheduled departure time.

Southwest Airlines flight delay, cancellation policy

Spirit airlines flight delay, cancellation policy, united airlines flight delay, cancellation policy, most read life stories.

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Delayed or Canceled Flight

We understand how frustrating cancellations and delays can be, and we sincerely apologize if your trip has been impacted by a disruption. Although we strive to prevent them, these disruptions sometimes occur. Rest assured, we are committed to helping you manage the disruption. 

Flights departing outside of 72 hours

If your flight departs in more than 72 hours, you may be experiencing a schedule change. Please visit our Schedule Change page for more information on how to manage your trip. Otherwise, continue reading to learn about flight delays and cancellations and the options available for you to keep your trip on track.

Am I Experiencing a Delayed or Canceled Flight?

If your itinerary involuntarily changes within 72 hours of your departure or on your day of travel, it’s likely you’re experiencing one of the following scenarios: 

• A significant delay , Go to footer note (greater than 120 minutes) in your originally scheduled departure or arrival time
• A delay , Go to footer note (less than 120 minutes) in your originally scheduled departure or arrival time
• A flight cancellation , Go to footer note

Please note, the options available to manage your delayed or canceled flight will vary based on the extent of the delay. Learn what options are available for you based on the type of disruption below.

Do you need to search for another flight? 

Delayed or Canceled Flight Guidance

Trip Disruptions Under 120 Minutes     If your trip is impacted by a delay or cancellation that is less than 120 minutes, you can check your eligibility to rebook by visiting My Trips .     Trip Disruptions Over 120 Minutes

If you experience a significantly delayed (>120 minutes) or canceled flight, we will first try to rebook you at no additional cost and do our best to notify you via 1 or more of the following methods: 

• Text message or phone call
• The Fly Delta app

Your updated itinerary can also be found in My Trips . The next section will explain your options if we are unable to rebook your flight or if the automatically updated itinerary does not fit your needs.   

If we are unable to find an alternate flight to accommodate you after a cancellation or significant delay (>120 minutes), or if your new itinerary no longer fits your needs, you may: 

• Adjust your itinerary in   My Trips
• Cancel your flight to receive an eCredit for the value of the un-flown portion of your ticket
• Cancel your flight and   request a refund of the un-flown portion of your ticket to your original form of payment

If you prefer to explore other flight options, use the following steps to search for alternate flights and select a new one. Keep in mind that some changes will require you to pay the difference in price from your original flight.

• Step 1: View your updated flight details on the Fly Delta app, My Trips or at a Delta kiosk.
• Step 2: Review flight options and select the flight that best suits your needs or choose to remain on your current flight.
• Step 3: Complete the flight change.
• Step 4: Receive your confirmation and you’re all set.

Ready to view alternate flights and select a new one? 

We will do our best to reroute your checked baggage on your new flight, but this may not always be possible. If your bag does not arrive at your destination, please submit a claim or proceed to the Delta Baggage Service Office in the baggage claim area at your destination airport for assistance. Remember that you can also track the location of your bags using the “Track My Bags” feature in the Fly Delta app .

If you have experienced a flight cancellation or significant delay of greater than 120 minutes and no longer want to travel on your remaining itinerary, you can first cancel your itinerary via My Trips  and then use the Travel Disruption Refund Request form to submit a refund request for the unflown portion of your ticket. 

Please note that we are unable to issue refunds for the following:  

• Non-refundable tickets that have not experienced a flight cancellation or significant delay (>120 minutes)
• Tickets purchased from third-party travel sites or agencies (please reach out to your travel agent for assistance)
• Tickets already used for travel

If you are a resident of the U.S. or Canada and you incurred hotel, transportation and/or meal expenses due to a significant delay (>3 hours) or cancellation that was within our control, you can submit a reimbursement request using the Reimbursement Request form .  

To request reimbursement relating to disrupted travel for non-residents of the U.S. and Canada, please use the Comment and Complaint form . Once submitted, we will review the request and update you on reimbursement eligibility.  

Please note that we are unable to provide reimbursement delays or cancellations arising from factors outside of our control, such as: 

• Air Traffic Control delays 
• Weather delays 

In addition, Delta does not reimburse the following expense types:

• Prepaid expenses, including hotels and activities at your destination
• Alternative transportation to your final destination

When a significant delay (>3 hours), misconnect or cancellation is within our control, we may be able to provide:

• Complimentary hotel accommodation (based on availability)
• Complimentary ground transportation to and from the hotel
• Meal vouchers 

Please check with a Delta agent at the airport for more information about accommodations, transportation or vouchers in the event of a qualifying significant delay or cancellation.

There are times when you may have to reach out to us to manage your delayed or canceled flight. 

• For tickets with unaccompanied minors, please message us or reach out to a Reservations Specialist by calling us at 800-325-8847 (dial 711 for relay services). 
• For a Delta Vacations booking, please reach out directly at 800-800-1504. 
• For tickets purchased from a third-party travel site or agency, refer directly to your travel agent for assistance with making a flight change or cancellation.
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Flight Delayed? Here’s the Script I Used to Get Compensation

Many, or all, of the products featured on this page are from our advertising partners who compensate us when you take certain actions on our website or click to take an action on their website. However, this does not influence our evaluations. Our opinions are our own. Here is a list of our partners and here's how we make money .

U.S. airlines aren’t required to compensate passengers for flight delays. Refunds are only guaranteed for entirely canceled flights (assuming the passenger opts not to be rebooked by the airline). There’s also no legal requirement for airlines to offer additional flight delay compensation.

That said, most U.S. airlines have pledged to provide additional services or amenities to customers affected by disrupted flights, as documented in the U.S. Department of Transportation’s customer service dashboard . But those pledged amenities can be semi-stingy. While every major U.S. airline offers meal vouchers for delays of three hours or more, only Alaska Airlines promises frequent flyer miles.

I’ve had two flight mishaps this year — yet both times I got compensation above what the U.S. government requires, and greater than what the airlines pledged.

Here’s the script I used to get travel vouchers, bonus miles and a free meal.

Southwest delayed flight compensation: a meal voucher and travel credit

The first delay I experienced this year happened as I traveled from Oakland, Calif., to St. Louis on a Southwest Airlines flight that entailed a layover in Denver.

Because the Oakland flight departed late, I (and 20 of my now closest friends seeking the same connection) arrived minutes after the boarding door closed on the St. Louis-bound flight. Together, we stood and watched our plane take off.

Southwest automatically rebooked us on the next departing flight, but that meant an irritatingly long layover plus a 2 a.m. arrival time in St. Louis.

I beelined to Southwest’s customer service desk, and after exchanging niceties, I said, “I’m going to land nearly three hours late, which means my ride home isn’t going to be able to pick me up. Do you offer any sort of compensation?”

They said they didn’t cover rides home, so I asked what else they could provide.

The agent offered me a $100 voucher toward future Southwest flights, something no airlines promise, besides Alaska Airlines and JetBlue.

I accepted, and as they printed the voucher, I said, “I don’t want to be greedy, but do you offer meal vouchers?”

Southwest’s delay compensation stance is to offer meal vouchers for delays of three hours or more, plus a hotel stay (and ground transportation to that hotel) for overnight delays. Though my delay was just under three hours, the agent printed out a $14 voucher, which covered dinner at Panda Express.

United canceled flight compensation: travel credits and miles

My second flight mishap of 2023 fell under United Airlines’ July Fourth weekend meltdown. My coach and I were headed to Colorado to compete at the 2023 USA Weightlifting National Championships when United canceled our flight entirely.

While the United cancellation policy promises to book you on the next available flight, the next available flight wasn’t for two days — after the competition ended.

Since federal law requires airlines to refund you for canceled flights (as long as you opt not to take another flight with them), I quickly bought two last-minute seats on another airline. There was no way I was going to miss the competition.

After the dust had settled, I filed for and received a full refund. United also sent us both (and everyone else caught up in the meltdown) 30,000 United MileagePlus miles, which NerdWallet estimates are worth about $360.

But our last-minute flights weren’t cheap — and I also booked an Uber because the hotel shuttle had stopped running by our new (delayed) arrival time. So I sent a message to the United customer service team through its online form. Here’s what I said:

"Hi there!

My Wednesday flight was canceled and the next available option was Friday. I was competing at a weightlifting meet on Friday morning, so that alternative would not have been possible. Instead, I booked a last-minute flight for my coach and me on Southwest, which was $279.97 per person and got in at about 2 a.m.

Originally we were going to take the hotel shuttle, but since it stopped running at midnight, I also paid $39.62 for an Uber.

I am requesting compensation of $599.56 (both our airfares plus the Uber) to cover the unanticipated expenses. I know Southwest offered compensation for flights on other airlines when it had a similar cancellation situation in January, so thanks in advance for providing it to United customers."

While United didn’t give me the $599.56 I requested, a customer service rep did issue me a $500 certificate toward future United flights. That was on top of the airfare refund, plus $720 worth of miles between us.

Considering that my out-of-pocket expenses to get us there last-minute amounted to about $700, we actually profited off United’s meltdown (assuming we’ll use the United vouchers and miles).

Tips for maximizing delayed flight compensation

Major flight disruptions are almost inevitable for frequent flyers. In the first four months of 2023, only 76.49% of flights arrived on time. More specifically, 21.6% of flights were delayed and 1.7% were canceled entirely, according to the Bureau of Transportation Statistics.

And while my two personal anecdotes had a happy ending, such outcomes are hardly a guarantee, particularly in the U.S., which provides few legal protections for disrupted flights. That’s in contrast to EU flight delay compensation rules , where travelers are legally entitled to up to 600 euros (about $660), depending on the delay.

Know what compensation you’re entitled to in the U.S.

Before seeking compensation for delayed flights, understand what you’re legally entitled to.

For canceled flights: Most airlines will rebook you on the next departing flight to your destination at no additional cost beyond the initial airfare paid.

If you choose not to take another flight on that airline, you are legally entitled to a refund.

For delayed flights: Airlines are not required to provide flight delay compensation . Compensation is only required when “bumped” from an oversold flight, according to the U.S. Department of Transportation.

Look to travel insurance

Your travel insurance policy may help (if you have one). Many policies offer trip-delay and interruption benefits that can alleviate delay-related costs such as meals or hotel accommodations. While travel insurance typically costs extra, you might already have it because many credit cards provide trip insurance on trips paid for with that card.

Act quickly

If your flight is canceled or delayed , move quickly to get rebooked, or make alternative arrangements before seats fill up. You might be competing with all of the other passengers on your disrupted flight for a limited number of seats on the next departing flight. In situations like United's July Fourth weekend meltdown, or the 2022 Southwest meltdown , you might be competing with a lot more than just one aircraft full of people to get to your destination.

While comparison shopping is wise in some situations, if getting to your destination is critical amidst a last-minute disruption, then booking any flight — assuming it's in your budget — might be the best move.

The customer service agent is likely stressed and overwhelmed, so show kindness when asking for support. I suspect that’s what worked for me.

In both situations, I got to my destinations with some delay, but I felt appropriately compensated because of it. And once I finally made it to the weightlifting competition, managing the hassle felt worth it, as I even medaled at USAW Nationals.

How to maximize your rewards

You want a travel credit card that prioritizes what’s important to you. Here are some of the best travel credit cards of 2024 :

Flexibility, point transfers and a large bonus: Chase Sapphire Preferred® Card

No annual fee: Bank of America® Travel Rewards credit card

Flat-rate travel rewards: Capital One Venture Rewards Credit Card

Bonus travel rewards and high-end perks: Chase Sapphire Reserve®

Luxury perks: The Platinum Card® from American Express

Business travelers: Ink Business Preferred® Credit Card

on Chase's website

1x-5x 5x on travel purchased through Chase Travel℠, 3x on dining, select streaming services and online groceries, 2x on all other travel purchases, 1x on all other purchases.

60,000 Earn 60,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $750 when you redeem through Chase Travel℠.

1.5%-5% Enjoy 5% cash back on travel purchased through Chase Travel℠, 3% cash back on drugstore purchases and dining at restaurants, including takeout and eligible delivery service, and unlimited 1.5% cash back on all other purchases.

Up to $300 Earn an additional 1.5% cash back on everything you buy (on up to $20,000 spent in the first year) - worth up to $300 cash back!

on Capital One's website

2x-5x Earn unlimited 2X miles on every purchase, every day. Earn 5X miles on hotels and rental cars booked through Capital One Travel, where you'll get Capital One's best prices on thousands of trip options.

75,000 Enjoy a one-time bonus of 75,000 miles once you spend $4,000 on purchases within 3 months from account opening, equal to $750 in travel.

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Flight delay and cancellation claims

Situations surrounding flight disruptions can be complex and have multiple causes. Carriers are required to inform you of the reason for a flight disruption. Please be aware that the reasons provided for a flight disruption may change as the situation evolves, new issues arise, or new information is received.

Under the Air Passenger Protection Regulations (APPR) a labour disruption within the carrier or within an essential service provider is considered outside of air carrier control. As a result, any disruption in travel plans due to work stoppage or strike are not eligible for compensation under APPR. 

Am I eligible for compensation?

You may be entitled to compensation in accordance to the Air Passengers Protection Regulations (APPR), if the conditions of eligibility apply:

• You were on a WestJet operated flight flying from, to or within Canada - If your delayed or cancelled flight was not with WestJet, the airline who operated your flight will be best equipped to deal with your claim
• Your flight was cancelled 
• The arrival at your destination would be delayed
• The arrival delay at your final destination is three hours or more from your scheduled time of arrival
• Your flight was delayed or cancelled for reasons within WestJet’s control

Please note: 

• Under the Air Passenger Protection Regulations (APPR) a labour disruption within the carrier or within an essential service provider is considered outside of air carrier control. As a result, any disruption in travel plans due to work stoppage or strike are not eligible for compensation under APPR. 
• Itineraries involving destinations outside Canada may also be subject to passenger rights programs other than APPR, compensation may be applicable thereunder. 

Frequently asked questions

How do i submit claims for out-of-pocket expenses.

If your flight's delayed or canceled within our control, you can ask WestJet for  reimbursement of your expenses .

How do I submit expenses related to lost, delayed, or damaged baggage?

Request reimbursement  for any of your lost, delayed or damaged baggage.

What is the compensation amount for arrival delays?

Compensation amounts for eligible claims are based on length of delay.

What is the difference between a controllable, uncontrollable, and a safety delay/cancellation?

Find what you can expect for delays and cancellations  outside and within WestJet’s control .

How do I submit an inquiry or concern about Canada Passenger Rights?

If you have any inquiries or concerns about the Air Passenger Protection Regulations (APPR), please  complete the form .

Submitting a claim

Please ensure the information entered below matches the details of your booking exactly , including:

• Six-letter WestJet reservation code
• First and Last Name match the itinerary or boarding pass
• Date of Birth

Please note : Claims can only be submitted 72 hours after arriving at your final destination, or 72 hours after your flight interruption occurred.

Once your claim has been submitted, it cannot be retrieved at a later date. In the event you need a copy for your records, we encourage you to take a screenshot or a photo on your mobile device before clicking submit.

After completing the form below, you can expect a response within 30 days. Payment for approved claims will be sent to the email address provided, with options for how you can receive funds electronically.

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Flight Delays and Cancellations: A Guide

Table of contents.

Air Passenger Protection

• Know your rights
• How to file a complaint

1. Introduction

This is a guide explaining passenger rights and airline obligations if there is a flight delay or cancellation. These apply to flights to, from and within Canada, including connecting flights. The airline operating the affected flight is responsible for meeting obligations to the passenger. This guide describes the different types of flight delays and cancellations and how an airline's obligations are different, depending on their level of control over the situation.

An airline's tariff (the contract of transport between the passenger and the airline), which sets out its terms and conditions, cannot offer passengers less than these obligations require. If an airline chooses, its tariff may offer passengers terms that go beyond these minimum requirements.

This guide also provides tips for managing common flight delay or cancellation situations. These are meant to help both airlines and passengers understand what factors the Canadian Transportation Agency (CTA) would consider if a passenger complained to the CTA about a disrupted flight.

This is not a legal document. The explanations and definitions it provides are for general guidance purposes only. Airline obligations related to flight delays and cancellations can be found in the Air Passenger Protection Regulations (APPR) and Annex A of this guide. In case of differences between this guide and legislation or regulations, the legislation and regulations prevail.

2. Types of flight delays and cancellations

When a flight is delayed or cancelled (including before the day of travel), an airline has minimum obligations to passengers that could include certain kinds of assistance (standards of treatment), rebooking or refunds, and up to $1,000 in compensation for inconvenience. Their obligations depend on whether the disruption is within the control of the airline, within the airline's control but required for safety, or outside the airline's control. These situations are described briefly below. More detail, including how to treat the impacts of a flight disruption on other flights, is included in Types and Categories of Flight Disruption: A Guide .

Within the airline's control

Situations within an airline's control usually happen because of commercial decisions an airline makes in its day-to-day operations. These could include staffing issues and decisions to consolidate flights because of low demand. 

Disruptions due to scheduled maintenance (including any work to address issues found during that maintenance) are also considered within the airline's control.

Within the airline's control, but required for safety

In this category, "required for safety" means "required by law to reduce risk to passengers." Generally, these are situations in which an airline must delay or cancel a flight to follow rules put in place to make sure the flight and people on board are safe. These rules include the Canadian Aviation Regulations and its standards. For example, flight disruptions due to safety issues identified during pre- or post-flight checks which are performed for every flight to locate last-minute, unforeseeable issues,  would fall into this category.

Outside the airline's control

This category covers flight delays and cancellations over which the airline does not have control. These could include security incidents, medical emergencies, bad weather, or orders from applicable authorities.

Additional information:

In the event of a delay on the tarmac, airlines have all the obligations outlined in this guide, depending on their level of control over the situation, as well as other, specific obligations. For more detail, see Tarmac Delay Assistance and Disembarkation: A Guide .

3. Obligations: Situations within the airline's control

An airline operating a flight that is delayed or cancelled for reasons within its control must communicate key information and, when applicable, do the following for the affected passengers:

• Provide assistance;
• Offer alternate travel arrangements or a refund; and
• Pay compensation for inconvenience.

Communicating with Passengers During a Disruption

Airlines have specific communication obligations when they delay or cancel a flight. The airline operating the disrupted flight must give passengers key information, including the reason for the delay or cancellation. The information should be in plain language without technical jargon and provide enough detail, so passengers can understand the reason given and how this reason caused the delay or cancellation. Airlines must also tell passengers about the compensation and assistance they may be entitled to, and their rights and options for making a complaint – including to the CTA.

During flight delays, airlines must provide regular flight status updates at least every 30 minutes until a new departure time or flight arrangement has been confirmed. The airline must provide any new information to passengers as soon as is feasible, including new information on the departure time, boarding gate, and reason for the delay.

All communication must be available in a format that is accessible to persons with disabilities.

Communication Guide:

Airlines' communications obligations in the event of a flight delay or cancellation are described in greater detail in Communicating Key Information to Passengers: A Guide . This guide includes expectations regarding when and how to communicate this information.

When there is a flight disruption, the operating airline must provide the assistance described below to passengers at the airport, if the passengers:

• were informed of the disruption less than 12 hours before the original departure time; and
• have waited two hours or more since the original departure time.

Reasonable amount of food and drink

Airlines must provide reasonable amounts of food and drink, free of charge. They should take into account the following factors when determining the quantity and timing:

• Length of delay/time of day: Airlines should consider the length of the disruption and the time of day it occurred in deciding how much food to provide and when. For example, serving water and a snack (like a granola bar) could meet the food and drink obligation for a short delay in the middle of the afternoon, but it would be reasonable to expect more food at typical meal times or after a lengthy wait.
• Location of airport: Where the disruption takes place may affect the type and range of food and drink options. For example, options may be more limited in Canada's North and remote areas.

Access to means of communication

Airlines must give passengers access to a means of communication, free of charge. How they do this depends on the circumstances. For example, they could provide access to Wi-Fi, have phones available at the gate for passengers to use, or provide a pre-paid calling card.

Overnight accommodation

When a passenger will have to wait overnight for their flight (and where this would not have been necessary for the original flight), the airline must offer them hotel or other comparable accommodation. This must:

• be free of charge to the passenger;
• be reasonable, considering the passenger's location; and
• include transportation to, and from, the accommodation.

A passenger's 2:00 pm flight has been cancelled at their point of departure in a remote location. The airline has made new travel arrangements for the passenger on a flight early the following morning.

When arranging the overnight stay for this passenger, the airline should first discuss with the passenger whether accommodations are needed. For example, if the passenger lives near the airport, it may be more convenient for them to stay at their home, in which case, the airline must simply cover their transportation home and back to the airport the next day.

If the passenger does need accommodation, the arrangements the airline makes will depend on the availability of accommodations. The airline is expected to make every reasonable effort to book hotel accommodations for the passenger. In certain circumstances (for example, in a remote community), it may not be possible to book accommodations within a reasonable distance of the airport (to ensure the passenger can make it back to the airport the next morning).

Refusing or limiting assistance

An airline may only limit or refuse to provide the required assistance if doing so would further delay the passenger. For example, if a flight has been delayed for two hours, but boarding is expected to start within 30 minutes, offering passengers airport food vouchers may prevent timely boarding. In this case, offering water and a simple snack may be reasonable.

Alternate travel arrangements and refunds

Airlines must always ensure that a passenger whose flight has been disrupted completes their journey – either on the original flight or through alternate travel arrangements. The aim must be to get the passenger to the destination indicated on their original ticket as soon as possible.

The requirement to provide alternate travel arrangements, free of charge, applies when a flight is cancelled and for flight delays of three hours or more. This could be achieved in the following ways:

• The operating airline makes alternate travel arrangements for all affected passengers, with the option for the passenger to refuse the new arrangements; or
• The operating airline offers alternate travel arrangements to each affected passenger and makes those new arrangements for any passenger who accepts.

In either case, the passenger may choose to accept the alternate travel arrangements offered by the airline, or opt not to travel and  receive a refund.

Large and small airlines have different obligations for making alternate travel arrangements.

About large and small airlines

An airline's tariff (the contract of transport between the passenger and the airline) must say whether it is a large or small airline.

An airline is a large airline if it transported at least two million passengers during each of the past two calendar years. This includes all passengers carried throughout the airline's entire network. Otherwise, the airline is a small airline .

A small airline transporting passengers on behalf of a large airline under a commercial agreement (like a code share or a block space agreement) will have to follow the large airline obligations for those passengers.

Tip for passengers: If there is a commercial arrangement in place, the passenger's ticket or itinerary will show which two airlines are involved. The first two letters of the flight number are the unique two-letter code of the airline that sold the ticket to the passenger (for example, AC142 is an Air Canada flight, while WS450 is a WestJet flight). The ticket or itinerary should also say which airline is operating the flight on behalf of the first.

Large airlines

Large airlines must book the passenger on the next available flight that is operated by them, or an airline with which they have a commercial agreement. The new flight:

• must take any reasonable route out of the same airport to the passenger’s destination indicated on their original ticket; and
• must depart within nine hours of the departure time indicated on the passenger's original ticket.

If the airline cannot provide a reservation on a flight which departs within nine hours, they must book the passenger, as soon as possible, on a flight operated by any airline. The new flight:

• must take any reasonable route out of the same airport to the passenger's destination indicated on their original ticket. This may mean buying a ticket for the passenger on a competing airline; and,
• must depart within 48 hours of the departure time indicated on the passenger's original ticket.

If the airline cannot provide a reservation on a flight which departs within 48 hours of the original departure time, the airline must book the passenger as soon as possible, on a flight operated by any airline, from a nearby airport. They will also have to transport the passenger to that airport, free of charge. The new flight:

• must take any reasonable route out of the nearby airport to the passenger's destination indicated on their original ticket.

Reasonable Route: Example

A large airline is making alternate travel arrangements for passengers whose direct flight from Punta Cana to Vancouver was cancelled. In determining options, the airline must consider whether the available flights take reasonable routes.

The first available option involves two connections – in Toronto and Edmonton – and would have the passengers reaching their destination 28 hours later than indicated on their original ticket. This may not be considered a reasonable option, because the length of time and multiple connections would further inconvenience the passengers (especially given they had originally booked a direct flight).

In this case, a direct flight leaving a little later than the first option would likely be considered the more reasonable option.

Small airlines

Small airlines must book the passenger on the next available flight operated by them or an airline with which they have a commercial agreement. The flight must take any reasonable route from the same airport to the passenger's destination indicated on their original ticket. Small airlines do not have to book the passenger with an airline with which they do not have a commercial agreement.

Comparable conditions and services

To the extent possible, airlines must provide alternate travel arrangements comparable to the ones the passenger originally purchased in terms of:

• the class of service; and
• added services the passenger purchased.

If the arrangements mean the passenger will be travelling in a higher class of service than originally purchased, the airline must not ask for an additional payment. If the passenger will be travelling in a lower class of service, the airline must refund the difference in cost for the applicable portion of the original ticket.

The airline must also provide a refund for any added services the passenger purchased but did not receive on the alternate flight or added services they had to pay for a second time.

For example, if the passenger prepaid for a meal and a meal was not available on the alternate flight, or the passenger had to buy the meal again, the airline is obligated to refund the cost of that prepaid meal.

If a flight is diverted to a different airport than the one on the passenger's original ticket, the airline (large or small) must transport the passenger to the airport on the ticket unless the passenger chooses not to accept that transportation. For example, if the diversion is to another airport in the same city, the airline may have to provide shuttles or taxis to the original destination airport on the ticket.

If an airline (large or small) offers alternate travel arrangements but these do not meet a passenger’s needs, the passenger is entitled to a refund. If the passenger's trip no longer serves its purpose because of the disruption, and the passenger is no longer at their point of origin (for example, if they are at a connecting point in their multi-leg ticket), then the airline must book the passenger on a flight back to their point of origin that accommodates the passenger's travel needs, free of charge, and refund the entire ticket (as if no part of the trip had been made).

In any other case, when the alternate travel arrangements do not meet a passenger's travel needs, the operating airline must provide a refund for the unused portion of the ticket.

Form of refund

Airlines must make refunds to the person who purchased the ticket in the same form of payment the ticket or additional service was purchased.

Airlines may offer another form of refund (for example, travel vouchers), but only if:

• it does not expire;
• the airline informs the person in writing of the value of the ticket and their right to receive a refund in that amount by the original payment method; and
• the person confirms in writing that they have been informed of their right to a refund by the original method of payment and instead have chosen the other form of refund.

The airline will be required to provide the refund within 30 days, regardless of the refund format (for example, cash, credit, alternate forms). 

Compensation

Airlines should give passengers as much notice as possible that their flight will be delayed or cancelled. If an airline informs the passengers 14 days or less before their original departure time, they will have to compensate the passengers for the inconvenience of the disruption. The amount of compensation depends on how late the passenger arrives at their  destination, compared to the arrival time indicated on their original ticket.

Large airlines must pay:

• $400 if the passenger arrives three or more hours late, but less than six hours;
• $700 if the passenger arrives six or more hours late, but less than nine hours; and
• $1,000 if the passenger arrives nine or more hours late.

Small airlines must pay:

• $125 if the passenger arrives three or more hours late, but less than six hours;
• $250 if the passenger arrives six or more hours late, but less than nine hours; and
• $500 if the passenger arrives nine or more hours late.

Passengers who choose to take a ticket refund instead of alternate travel arrangements must still be compensated for inconvenience if the disruption was within the airline’s control. Large airlines must pay them $400 and small airlines, $125.

A passenger can only receive compensation for inconvenience under the APPR if they have not already received compensation for the same delay or cancellation under other air passenger protection rules in another jurisdiction. Passengers have the right to seek compensation under the regime of their choice – airlines cannot refuse to compensate a passenger simply because that passenger would also be eligible under another jurisdiction's rules. Airlines are encouraged to track claims submitted to them under other rules to make sure the passenger receives compensation for inconvenience once.

Claims for compensation

A passenger has one year from the date the flight delay or cancellation happened to make a compensation claim with the airline. The airline has 30 days to respond by either making the payment or saying why it believes compensation is not owed.

Making a claim using representation

If a passenger would like to have a third party represent them in making a claim with an airline, the passenger should check the airline's policies and procedures in this area. Some airlines may, for example, ask for proof that the passenger has given the other party permission to represent them.

Making the compensation payment

If compensation is owed, the airline must offer it in a monetary form. This can include cash, cheque, bank drafts, and electronic bank transfers.

An airline may also offer another form of compensation, such as vouchers, but only if:

• it tells the passenger the monetary amount they are entitled to;
• it tells the passenger in writing the value of the other form of compensation it is offering;
• the other form is greater in value than the monetary amount the passenger is entitled to;
• the other form of compensation has no expiry date; and
• the passenger confirms in writing they know that monetary compensation is available, but they choose the other form of compensation.

The amount of the compensation airlines provide must be equal or greater than the required amount of compensation in Canadian dollars. If a passenger requests compensation in a particular currency, airlines are encouraged to accommodate them, if possible. It is recognized that it may not be feasible to offer all currencies.

The compensation must be paid to the passenger who experienced the disruption, regardless of who paid for their ticket.

Rejecting a claim for compensation

Flight disruptions can be complex – the situation can change over time, there can be more than one reason for the flight disruption, and a passenger can experience more than one disrupted flight on the way to their destination. In some cases, the airline may only be sure of the primary reason for a flight disruption once it has had time to investigate, after the travel has been completed. This means the primary reason for the disruption may be different from the one originally provided by the airline at the time of the flight disruption.

That is why it is important for the airline to provide a full and clear explanation to the passenger when rejecting a claim for compensation. The explanation must give the passenger enough information to decide whether they would like to file a complaint to challenge the rejection. The airline's explanation must include the reason for the disruption and why it means that no compensation is owed. The 30-day response window gives the airline enough time to look into the claim and collect the necessary information.

Not providing the passenger with a full and clear explanation of why the airline is rejecting the claim for compensation may leave the passenger confused or suspicious. This is especially true if the explanation does not match the reason for disruption originally provided by the airline. In these cases, the airline should explain that the situation evolved, or that new information came to light.

Multiple reasons and multiple flight disruptions

If there were multiple reasons for a flight disruption or multiple disrupted flights on a passenger's itinerary, the airline must decide whether compensation is owed based on the three-step process described in Types and Categories of Flight Disruption: A Guide .

If the airline follows this process and decides that compensation is not owed, their explanation to the passenger must indicate:

• what the different reasons were, the length of delay that each one caused, and which flight was affected (if there was more than one disrupted flight);
• what was the primary reason the passenger arrived at their destination late; and
• what APPR category that reason falls into – outside the airline's control or within the airline's control but required for safety purposes.

Tip for passengers

In addition to the minimum compensation for inconvenience described in this guide, a passenger who is delayed while travelling internationally may also be entitled to make a claim under the Montreal or Warsaw Convention for certain damages – for example, expenses – that happened because of the delay. It is recommended that passengers first make these claims with the airline in writing. There is a 2-year time limit for any court action to claim damages.

4. Obligations: Situations within the airline's control, but required for safety

If an airline delays or cancels a flight for reasons within its control, but required for safety, it does not have to compensate passengers. However, the airline must meet the other obligations described in "Situations within the airline's control", above.

5. Obligations: Situations outside the airline's control

If an airline delays or cancels a flight for reasons outside its control, it does not have to compensate affected passengers, and the requirement to provide minimum assistance (food, drink, access to communications, and overnight accommodations) does not apply. However, the airline must follow the communication requirements described in Situations within the airline's control , above. It must also make alternate travel arrangements for passengers, or, in certain circumstances, provide a refund.

In situations outside its control, the airline operating the flight must ensure that the passengers complete their journey. If a flight is cancelled or once a flight delay has reached three hours, the airline must provide the passenger with a confirmed reservation on the next available flight that is operated by the original airline, or an airline with which the original airline has a commercial agreement. The flight must depart within 48 hours after the departure time indicated on the passenger’s original ticket. If the airline cannot provide a reservation on a flight that departs within 48 hours of the original departure time indicated on the passenger's ticket , the airline must, at the passenger’s choice;

• Provide a refund; or
• Make alternate travel arrangements for passengers, free of charge. The details of the new flight depend on the size of the airline, as follows.

If the passenger chooses alternate travel arrangements and is travelling with a large airline

Large airlines must book the passenger on a flight operated by any airline. The new flight must take any reasonable route from the same airport or from a nearby airport to the passenger's destination indicated on their original ticket. In that case, they will also have to transport the passenger to that airport, free of charge.

If the passenger chooses alternate travel arrangements and is travelling with a small airline

Small airlines must book the passenger on the next available flight operated by them or an airline with which they have a commercial agreement. The flight must take any reasonable route from the same airport to the passenger's destination indicated on their original ticket. Small airlines are not required to book the passenger with an airline with which they do not have a commercial agreement.

If the passenger chooses a refund and is no longer at their point of origin

If a passenger who chooses to be refunded is no longer at the point of origin that is indicated on the original ticket (for example, if the passenger is at a connecting point) and the travel no longer serves a purpose because of the delay or cancellation, then the airline (large or small) must rebook the passenger on a flight back to that point of origin that accommodates the passenger's travel needs, free of charge, and refund the entire ticket (as if no part of the trip had been made).

Airlines must provide the refund to the person who originally purchased the ticket, using that person’s original payment method (for example, a return on the person’s credit card). The airline may offer the refund in another form (for example, travel vouchers), but only if:

The airline must provide the refund within 30 days, regardless of the refund format (for example, cash, credit, travel voucher, etc).

6. Complaints to the CTA

If a person's travel has been disrupted and they believe that the airline did not meet the obligations in its tariff (the contract of transport between the passenger and the airline) or the APPR, they should contact the airline in writing. If the airline does not respond after 30 days or if they are not satisfied with the airline’s response, they can make a complaint to the CTA.  

The CTA can help resolve complaints about air travel to, from and within Canada. The CTA's role is to make sure that airlines apply their terms and conditions of carriage set out in their tariffs, follow the Air Passenger Protection Regulations , and that both passengers and airlines have met their respective responsibilities.

The passenger may choose to have a friend, family member, representative or lawyer submit their complaint , but the passenger and anyone included in the complaint, must have actually experienced the flight delay or cancellation raised in the complaint. 

Recommended practice – information to provide the CTA in the event of a complaint

In the context of air travel complaints filed with the CTA, the CTA expects passengers and airlines to provide detail of what happened when the flight was disrupted.

If a passenger brings forward a complaint to the CTA regarding a flight disruption, the CTA will expect certain information from the passenger and the airline.

If a passenger disagrees with how an airline categorized a flight disruption, the CTA will expect them to justify why they disagree. In turn, the airline will be expected to provide evidence demonstrating which category the disruption falls into. Such evidence is the basis upon which the CTA will decide if the passenger received what they are entitled to under the APPR and the airline's tariff. For example:

If the airline had decided a flight disruption was caused by bad weather and was therefore outside its control, they would be expected to provide the CTA with a weather report or similar evidence describing that weather situation.

If the complaint is that the airline did not meet its obligations during a flight disruption, the CTA will also expect airlines to provide documentation showing the assistance and compensation they provided affected passengers, if any, and how they communicated with them.

More information on the evidence that airlines may have to provide to the CTA if there is a complaint related to a crew shortage can be found in the Supplementary Guidance: evidentiary requirement for airlines for complaints relating to crew shortages .

Annex A: Legislative and Regulatory References

Canada transportation act.

86.11 (1) The Agency shall, after consulting with the Minister, make regulations in relation to flights to, from and within Canada, including connecting flights,

(a) respecting the carrier’s obligation to make terms and conditions of carriage and information regarding any recourse available against the carrier, as specified in the regulations, readily available to passengers in language that is simple, clear and concise;

(b) respecting the carrier’s obligations in the case of flight delay, flight cancellation or denial of boarding, including

(i) the minimum standards of treatment of passengers that the carrier is required to meet and the minimum compensation the carrier is required to pay for inconvenience when the delay, cancellation or denial of boarding is within the carrier’s control,

(ii) the minimum standards of treatment of passengers that the carrier is required to meet when the delay, cancellation or denial of boarding is within the carrier’s control, but is required for safety purposes, including in situations of mechanical malfunctions,

(iii) the carrier’s obligation to ensure that passengers complete their itinerary when the delay, cancellation or denial of boarding is due to situations outside the carrier’s control, such as natural phenomena and security events

Air Passenger Protection Regulations

Delay, cancellation and denial of boarding, obligations — situations outside carrier’s control.

10 (1) This section applies to a carrier when there is delay, cancellation or denial of boarding due to situations outside the carrier’s control, including but not limited to the following:

(a) war or political instability;

(b) illegal acts or sabotage;

(c) meteorological conditions or natural disasters that make the safe operation of the aircraft impossible;

(d) instructions from air traffic control;

(e) a NOTAM , as defined in subsection 101.01(1) of the Canadian Aviation Regulations ;

(f) a security threat;

(g) airport operation issues;

(h) a medical emergency;

(i) a collision with wildlife;

(j) a labour disruption within the carrier or within an essential service provider such as an airport or an air navigation service provider;

(k) a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority; and

(l) an order or instruction from an official of a state or a law enforcement agency or from a person responsible for airport security.

Earlier flight disruption

(2) A delay, cancellation or denial of boarding that is directly attributable to an earlier delay or cancellation that is due to situations outside the carrier's control, is considered to also be due to situations outside that carrier's control if that carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.

Obligations

(3) When there is delay, cancellation or denial of boarding due to situations outside the carrier's control, it must

(a) provide passengers with the information set out in section 13;

(b) in the case of a delay of three hours or more, provide alternate travel arrangements or a refund, in the manner set out in section 18, to a passenger who desires such arrangements;

(c) in the case of a cancellation, provide alternate travel arrangements or a refund, in the manner set out in section 18; and

(d) in the case of a denial of boarding, provide alternate travel arrangements in the manner set out in section 18.

Obligations when required for safety purposes

11 (1) Subject to subsection 10(2), this section applies to a carrier when there is delay, cancellation or denial of boarding that is within the carrier's control but is required for safety purposes.

(2) A delay, cancellation or denial of boarding that is directly attributable to an earlier delay or cancellation that is within that carrier's control but is required for safety purposes, is considered to also be within that carrier's control but required for safety purposes if that carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.

(3) In the case of a delay, the carrier must

(b) if a passenger is informed of the delay less than 12 hours before the departure time that is indicated on their original ticket, provide the standard of treatment set out in section 14; and

(c) if the delay is a delay of three hours or more, provide alternate travel arrangements or a refund, in the manner set out in section 17, to a passenger who desires such arrangements.

Cancellation

(4) In the case of a cancellation, the carrier must

(b) if a passenger is informed of the cancellation less than 12 hours before the departure time that is indicated on their original ticket, provide the standard of treatment set out in section 14; and

(c) provide alternate travel arrangements or a refund, in the manner set out in section 17.

Obligations when within carrier's control

12 (1) Subject to subsection 10(2), this section applies to a carrier when there is delay, cancellation or denial of boarding that is within the carrier's control but is not referred to in subsections 11(1) or (2).

(2) In the case of a delay, the carrier must

(b) if a passenger is informed of the delay less than 12 hours before the departure time that is indicated on their original ticket, provide them with the standard of treatment set out in section 14;

(c) if the delay is a delay of three hours or more, provide alternate travel arrangements or a refund, in the manner set out in section 17, to a passenger who desires such arrangements; and

(d) if a passenger is informed 14 days or less before the departure time on their original ticket that the arrival of their flight at the destination that is indicated on that original ticket will be delayed, provide the minimum compensation for inconvenience in the manner set out in section 19.

(3) In the case of a cancellation, the carrier must

(b) if a passenger is informed of the cancellation less than 12 hours before the departure time that is indicated on their original ticket, provide the standard of treatment set out in section 14;

(c) provide alternate travel arrangements or a refund, in the manner set out in section 17; and

(d) if a passenger is informed of the cancellation 14 days or less before the departure time that is indicated on their original ticket, provide the minimum compensation for inconvenience in the manner set out in section 19

Information — cancellation, delay, denial of boarding

13 (1) A carrier must provide the following information to the passengers who are affected by a cancellation, delay or a denial of boarding:

(a) the reason for the delay, cancellation or denial of boarding;

(b) the compensation to which the passenger may be entitled for the inconvenience;

(c) the standard of treatment for passengers, if any; and

(d) the recourse available against the carrier, including their recourse to the Agency.

Communication every 30 minutes

(2) In the case of a delay, the carrier must communicate status updates to passengers every 30 minutes until a new departure time for the flight is set or alternate travel arrangements have been made for the affected passenger.

New information

(3) The carrier must communicate to passengers any new information as soon as feasible.

Audible and visible announcement

(4) The information referred to in subsection (1) must be provided by means of audible announcements and, upon request, by means of visible announcements.

Method of communication

(5) The information referred to in subsection (1) must also be provided to the passenger using the available communication method that they have indicated that they prefer, including a method that is compatible with adaptive technologies intended to assist persons with disabilities.

Standards of treatment

14 (1) If paragraph 11(3)(b) or (4)(b) or 12(2)(b) or (3)(b) applies to a carrier, and a passenger has waited two hours after the departure time that is indicated on their original ticket, the carrier must provide the passenger with the following treatment free of charge:

(a) food and drink in reasonable quantities, taking into account the length of the wait, the time of day and the location of the passenger; and

(b) access to a means of communication.

Accommodations

(2) If paragraph 11(3)(b) or (4)(b) or 12(2)(b) or (3)(b) applies to a carrier and the carrier expects that the passenger will be required to wait overnight for their original flight or for a flight reserved as part of alternate travel arrangements, the air carrier must offer, free of charge, hotel or other comparable accommodation that is reasonable in relation to the location of the passenger, as well as transportation to the hotel or other accommodation and back to the airport.

Refusing or limiting treatment

(3) The carrier may limit or refuse to provide a standard of treatment referred to in subsection (1) or (2) if providing that treatment would further delay the passenger.

Alternate arrangements — within carrier's control

17 (1) If paragraph 11(3)(c), (4)(c) or (5)(c) or 12(2)(c), (3)(c) or (4)(c) applies to a carrier, it must provide to the passenger, free of charge, the following alternate travel arrangements to ensure that the passenger completes their itinerary as soon as feasible:

(a) in the case of a large carrier,

(i) a confirmed reservation for the next available flight that is operated by the original carrier, or a carrier with which the original carrier has a commercial agreement, is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger's original ticket and departs within nine hours of the departure time that is indicated on that original ticket,

(ii) a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger's original ticket and departs within 48 hours of the departure time that is indicated on that original ticket if the carrier cannot provide a confirmed reservation that complies with subparagraph (i), or

(iii) transportation to another airport that is within a reasonable distance of the airport at which the passenger is located and a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from that other airport to the destination that is indicated on the passenger's original ticket, if the carrier cannot provide a confirmed reservation that complies with subparagraphs (i) or (ii); and

(b) in the case of a small carrier, a confirmed reservation for the next available flight that is operated by the original carrier, or a carrier with which the original carrier has a commercial agreement, and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger's original ticket.

(2) If the alternate travel arrangements offered in accordance with subsection (1) do not accommodate the passenger's travel needs, the carrier must

(a) if the passenger is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose because of the delay, cancellation or denial of boarding, refund the ticket and provide to the passenger, free of charge, a confirmed reservation for a flight to that point of origin that accommodates the passenger’s travel needs; and

(b) in any other case, refund the unused portion of the ticket.

Comparable services

(3) To the extent possible, the alternate travel arrangements must provide services that are comparable to those of the original ticket.

Higher class of service

(5) If the alternate travel arrangements provide for a higher class of service than the original ticket, the carrier must not request supplementary payment.

Alternate arrangements — outside carrier's control

18 (1) If paragraph 10(3)(b) or (c) applies to a carrier, it must provide to the passenger, free of charge, a confirmed reservation for the next available flight that is operated by the original carrier, or a carrier with which the original carrier has a commercial agreement, is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that ticket.

Passenger’s choice

(1.1) If a carrier cannot provide a confirmed reservation in accordance with subsection (1), it must, at the passenger’s choice, refund any unused portion of the ticket or provide the following alternate travel arrangements, free of charge:

(a) in the case of a large carrier, a confirmed reservation for the next available flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located, or another airport that is within a reasonable distance of that airport, to the destination that is indicated on the passenger’s original ticket and, if the new departure is from an airport other than the one at which the passenger is located, transportation to that other airport; or,

(b) in the case of a small carrier, a confirmed reservation for the next available flight that is operated by the original carrier, or a carrier with which the original carrier has a commercial agreement, and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket

Return to point of origin

(1.2) However, if a passenger who chooses to be refunded is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose because of the delay or cancellation, the carrier must refund the ticket and provide to the passenger, free of charge, a confirmed reservation for a flight to that point of origin that accommodates the passenger’s travel needs.

(1.3) A passenger who is eligible to be refunded under subsection (1.1) may choose a refund at any time prior to being provided with a confirmed reservation.

Denial of boarding — outside carrier’s control

(1.4) If paragraph 10(3)(d) applies to a carrier, it must provide to the passenger, free of charge, the following alternate travel arrangements to ensure that the passenger completes their itinerary as soon as feasible:

(a) in the case of a large carrier, the arrangements specified in subsection (1) or, if it cannot provide such arrangements, a confirmed reservation in accordance with paragraph (1.1)(a); or,

(b) in the case of a small carrier, a confirmed reservation in accordance with paragraph (1.1)(b).

(2) To the extent possible, the alternate travel arrangements must provide services that are comparable to those of the original ticket.

(3) If the alternate travel arrangements provide for a higher class of service than the original ticket, the carrier must not request supplementary payment.

Refund of additional services

18.1 (1) A carrier must refund the cost of any additional services purchased in connection with a passenger’s original ticket if the passenger has been provided with alternate travel arrangements under section 17 or 18 and

(a)  the passenger did not receive those services; or

(b)  those services were paid for a second time.

Refund for lower class of service

(2)  If the alternate travel arrangements provide for a lower class of service than the original ticket, the carrier must refund the difference in the cost of the applicable portion of the ticket.

Method used for refund

18.2 (1) All refunds provided under these Regulations must be paid to the person who purchased the ticket or additional service and must be paid using the method used for the original payment, unless

(a)  the person has been informed in writing of the monetary value of the original ticket or additional service and the availability of a refund by the method used for the original payment;

(b)  the refund is offered in another form that does not expire; and

(c)  the person confirms, in writing, that they have been informed of their right to receive the refund by the method used for the original payment and have chosen to receive the refund in another form.

Refund deadline

(2)  Refunds must be provided by a carrier within 30 days after the day on which the carrier becomes obligated to provide the refund.

Compensation for delay or cancellation

19 (1) If paragraph 12(2)(d) or (3)(d) applies to a carrier, it must provide the following minimum compensation:

(i) $400, if the arrival of the passenger's flight at the destination that is indicated on the original ticket is delayed by three hours or more, but less than six hours,

(ii) $700, if the arrival of the passenger's flight at the destination that is indicated on the original ticket is delayed by six hours or more, but less than nine hours, or

(iii) $1,000, if the arrival of the passenger's flight at the destination that is indicated on the original ticket is delayed by nine hours or more; and

(b) in the case of a small carrier,

(i) $125, if the arrival of the passenger's flight at the destination that is indicated on the original ticket is delayed by three hours or more, but less than six hours,

(ii) $250, if the arrival of the passenger's flight at the destination that is indicated on the original ticket is delayed by six hours or more, but less than nine hours, or

(iii) $500, if the arrival of the passenger's flight at the destination that is indicated on the original ticket is delayed by nine hours or more.

Compensation in case of refund

(2) If paragraph 12(2)(d) or (3)(d) applies to a carrier and the passenger's ticket is refunded in accordance with subsection 17(2), the carrier must provide a minimum compensation of

(a) $400, in the case of a large carrier; and

(b) $125, in the case of a small carrier.

Deadline to file request

(3) To receive the minimum compensation referred to in paragraph (1) or (2), a passenger must file a request for compensation with the carrier before the first anniversary of the day on which the flight delay or flight cancellation occurred.

Deadline to respond

(4) The carrier must, within 30 days after the day on which it receives the request, provide the compensation or an explanation as to why compensation is not payable.

Publication information

ISBN 978-0-660-44255-6

Claim compensation if your flight's delayed or cancelled

This advice applies to England. See advice for See advice for Northern Ireland , See advice for Scotland , See advice for Wales

You might be able to get compensation if your flight was:

leaving from the UK – it doesn’t matter which airline it was with

leaving from the EU, Iceland, Norway or Switzerland - it doesn't matter which airline it was with

arriving in the UK and was with a UK or EU airline

arriving in the EU and was with a UK airline

When to contact the airline

Contact the airline if these don't apply to you - for example, because you flew from New York to Los Angeles, or to Europe on a Qantas plane. What you’ll be entitled to will depend on the airline, and the countries you left from and arrived in.

Check what the airline should give you if your flight's delayed

If your flight’s delayed for long enough, your airline has to give you:

food and drink

access to phone calls and emails

accommodation if you’re delayed overnight - and journeys between the airport and the hotel

How long the delay has to be depends on the distance of the flight and the countries it's flying between. You can check the flight distance on the WebFlyer website.

The airline might give you vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered any help.

If they don’t give you help at the airport, keep receipts for expenses and try to claim from the airline later. Airlines only pay for ‘reasonable’ expenses - you are unlikely to get money back for alcohol, expensive meals or luxury hotels.

If your flight’s delayed for 3 or more hours

You’re entitled to get compensation if the flight arrives more than 3 hours late and it's the airline’s fault - for example, if they didn’t get enough bookings or there was a technical fault.

You’re unlikely to get compensation if the delay was because of something outside the airline’s control, like bad weather or a security risk.

If you’re on a non-UK flight which connects to a UK flight

You can usually get compensation if:

you booked both flights as a single booking

you were delayed for more than 3 hours

the delay was the airline’s fault

For example, if you were flying from London to Melbourne, with a stopover in Dubai, and your connecting flight was delayed or you couldn’t board the plane, you’d still be covered.

You’re entitled to a set amount of compensation depending on both:

the distance of your flight - check your  flight distance on the WebFlyer website

the length of the delay - how late you are getting to your destination

How to get compensation

You have to claim from the airline to get compensation. Search their website or call their customer services department.

If your flight’s delayed for 5 hours or more

You don’t have to take the flight if it’s delayed for 5 hours or more.

If you don’t take the flight

The airline legally has to give you all of the following:

a full refund for the flight

a full refund for other flights from the airline that you won’t use in the same booking, eg an onward or return flight

if you’re part-way through a journey, a flight back to the airport you originally departed from

You should get the refund within 7 days of the date of the flight.

Talk to someone from the airline as soon as you decide you don’t want to take the flight.

If you do take the flight

You can claim up to £520 in compensation if the delay is the airline’s fault - depending on the distance and destination of your flight, and how late it arrived. It might have been your airline's fault if there was a technical problem, or they overbooked.

If your flight is cancelled

You have the legal right to either:

a full refund - including other flights from the airline that you won’t use in the same booking such as onward or return flights

a replacement flight to get you to your destination

If you’re part-way through a journey and you don’t want a replacement flight, you also have a right to a flight back to the airport you originally departed from.

Ask for a refund or replacement at the airport if you can. If not, you can claim from the airline later.

You also have a legal right to:

help with costs - if the cancellation delays you 2 or more hours

compensation - if you’d be delayed 2 or more hours by the replacement flight offered and you were given less than 2 weeks' notice

If you get a replacement flight

If you have to wait long enough for your replacement flight, the airline legally has to help you with things you need. This includes:

accommodation if you’re delayed overnight, as well as journeys between the airport and the hotel

How long the delay has to be depends on the distance of the flight and the countries it's flying between. You can check the  flight distance  on the WebFlyer website.

The airline might give you vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered anything.

If they don’t give you help at the airport, keep receipts for your expenses and try to claim from the airline later. Airlines only pay for ‘reasonable’ expenses - you are unlikely to get money back for alcohol, expensive meals or luxury hotels.

Claim compensation for a cancelled flight

You’re legally entitled to get compensation if the cancellation is the airline’s responsibility and both the following apply:

the replacement flight delays your arrival by 2 or more hours

your flight was cancelled less than 14 days before departure

The amount of compensation you’re entitled to depends on:

when the flight was cancelled

the distance of the flight - check the flight distance on the Web Flyer website

the departure and arrival times of the rescheduled flight

If your flight was cancelled less than 7 days before departure:

If your flight was cancelled between 7 and 14 days before departure:.

You can claim from the airline to get compensation. You might be able to claim from your travel insurance – check if your insurance policy covers cancellations.

Claim from the airline

Contact the airline – this needs to be the airline operating the flight, even if you booked it through another airline. The airline’s customer services department will usually help. Be ready to give all your flight details and booking reference numbers.

Write your claim – say what went wrong and what you want the airline to give you. Include copies (not originals) of your tickets and any receipts.

Check how to write a good claim on the Civil Aviation Authority’s website.

Keep records – keep copies of your claim and any response from the airline. Take notes if you speak to anyone from the airline - this could be useful if you decide to take your claim further.

If you’re not getting anywhere

If you’ve asked the airline and they won’t give you the right compensation, you can complain to an independent organisation.

If the airline is a member of an alternative dispute resolution (ADR) scheme, you can complain to the scheme.

Check if the airline is a member of an ADR scheme on the Civil Aviation Authority’s website . 

If they are, complain to the ADR scheme. If the airline isn’t part of an ADR scheme, you can complain to the Civil Aviation Authority on their website .

Further help

Contact the Citizens Advice consumer helpline on 0808 223 1133  if you need more help - a trained adviser can give you advice over the phone. You can also use an online form . 

If you’re in Northern Ireland, contact  Consumerline .

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Expenses and compensation

Check below what you can claim for when your travel plans are disrupted and learn how to go about it.

If your flight is delayed or cancelled and you incurred additional expenses because of this, you may be able to claim a reimbursement.

What you can claim expenses for

We will consider reimbursing reasonable expenses for the following items:

• Hotel accommodation (where necessary).
• Transport between the hotel and the airport (where necessary).
• Meals and refreshments.
• Two telephone calls or internet-related costs to contact people outside the airport.

What you can't claim expenses for

• If you choose to travel from a different departure point or to a different destination than your original booking, we won't cover any expenses for travel between the two points, including car rental and parking.
• We won’t cover any consequential losses, such as missed hotel stays or car rental.
• We won't reimburse any unreasonable expenses.

How to submit a claim for expenses

The quickest way to claim your expenses is online. You will need:

• The names of all passengers that you are claiming for.
• Details of all the delayed or cancelled flights in your journey.
• Details of your expenses.
• Receipts and other documents in support of your claim. You can attach scans or photographs of these to your online application or send us them by post.
• Your bank account details to process the payment. It takes about 10 to 15 minutes to complete the process. Our Customer Relations team will review your claim as soon as possible.

Compensation

Under some circumstances, you are entitled to claim compensation for a delayed or cancelled flight.

When you can claim compensation

• If you're delayed at your final destination by more than 3 hours and that delay arises from causes within our control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures); or
• We inform you of the cancellation between 7 and 13 days before the scheduled time of departure and offer an alternative route that allows you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
• We inform you of the cancellation less than 7 days before the scheduled time of departure and offer an alternative route that allows you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.

When you cannot claim compensation

• If the delay is less than three hours.
• If we informed you of the cancellation 14 days or more before your planned departure date. We will contact you using the details you, the person who purchased the ticket or your travel agent have provided us with in connection with your booking.
• If you choose to travel from a different departure point or to a different destination than your original booking, you can't claim compensation for any expenses incurred for travel between these or any other consequential expenses, e.g. car hire, parking costs, etc.
• If your journey was affected by extraordinary circumstances such as air traffic control decisions, political instability, adverse weather conditions or security risks you may not be able to claim compensation.

How much compensation you can receive

The levels of compensation are limited by EU regulation as follows:

• 250 EUR for flights of up to 1,500km
• 400 EUR for flights within the EU of more than 1,500km, and for all other flights between 1,500km and 3,500km
• 600 EUR for all other flights

These amounts are reduced by 50% if we can offer you an alternative flight route to your final destination with a new scheduled arrival time that doesn’t exceed the original scheduled arrival time by:

• Two hours for flights of up to 1,500km
• Three hours for all flights within the EU of more than 1,500km, and for all other flights between 1,500km and 3,500km
• Four hours for all other flights.

How to claim compensation

Before you make your claim.

• To make a claim on behalf of someone else, please provide a signed letter of authority from all passengers included in the claim.
• You need to supply your name and contact details, the names of other passengers you're claiming for and their contact details, your booking reference and details of the cancelled flight.
• You can claim for as many passengers as are entitled to receive compensation, or are on the same booking. However, if there are different surnames, we will need authorisation to discuss their details and process the payment.

Compensation for British Airways flights

To claim compensation for British Airways operated flights (excluding flights operated by SUN-AIR; see information below), please contact our Customer Relations team by filling out our online compensation claim form . We will respond as soon as possible.

If you're not able to claim online, you can write to:

British Airways Customer Relations EU Compensation Claims PO Box 1126 Uxbridge UB8 9XS United Kingdom

Please then allow extra time for us to process your claim.

If you already have a claim in process, you can check its status .

Compensation for SUN-AIR operated flights

To claim compensation for flights operated by our franchisee, SUN-AIR (flight numbers BA8200 to BA8299), please write to:

SUN-AIR of Scandinavia A/S Customer Relations Cumulusvej 10 Billund DK-7190 Denmark

Instagram may be the best social app to get your flight issues fixed. Here's why.

• Instagram is an important tool for airlines and travelers these days.
• Flyers looking for customer service help on social media are more likely to be successful on Instagram.
• When a flight gets canceled or delayed for travelers, it’s often best to take the “throw everything at the wall” approach.

Get more news like this delivered to your inbox by signing up for our Travel newsletter here . 

By now, it’s a pretty well-known “hack” to reach out to an airline on social media if you’re experiencing a disruption to your trip.

Most U.S. carriers have a robust social media presence and use the messaging feature to help with customer service requests. It can be a good way to avoid long hold times on the phone or extended waits to connect with an agent through the airline’s own app.

According to data from Emplifi, a social media customer engagement platform, Instagram is an especially important tool for airlines and travelers these days.

Flyers looking for customer service help on social media are more likely to be successful on the ‘gram.

Representative please! You can still get airline customer service here | Cruising Altitude

Emplifi’s data shows that 27% of customer questions get answered on Instagram, compared with 24% on X and 20% on Facebook.

Airlines also typically have the most positive interactions with their customers on Instagram. According to Emplifi, Instagram interactions with airline brand accounts have been “overwhelmingly” positive for the past four years, while only 34% of comments were positive on Facebook and just 15% on X.

When a flight gets canceled or delayed for travelers, it’s often best to take the “throw everything at the wall” approach. Social media can be a great arrow in the quiver for getting customer service help, but it’s also a good idea to call or reach out on other platforms – or pursue in-person customer service. 

How long does a flight have to be delayed for compensation?

No U.S. airlines guarantee cash compensation for flight delays, but JetBlue and Southwest both offer travel credits if a flight is delayed for more than three hours for reasons within their control. Those controllable reasons usually include things like mechanical or staffing problems but not weather or air traffic control disruptions.

The Department of Transportation has a dashboard that lists the commitments all airlines have made for controllable delays, including rebooking assistance and hotel or meal vouchers.

American Airlines social media accounts

• X (formerly Twitter)

Delta Air Lines social media accounts

United airlines social media accounts, southwest airlines social media accounts.

Zach Wichter is a travel reporter for USA TODAY based in New York. You can reach him at [email protected].

The Key Points at the top of this article were created with the assistance of Artificial Intelligence (AI) and reviewed by a journalist before publication. No other parts of the article were generated using AI. Learn more .

Couple beat BA in Supreme Court over compensation for pilots off sick

A irline passengers are set to receive more compensation for cancelled flights after the Supreme Court ruled that pilot illness is no excuse for carriers to withhold payouts.

Kent couple Kenneth and Linda Lipton sued British Airways when their Cityflyer flight to Milan was cancelled when the captain called in sick while off duty.

The airline refused to pay €250 (£211) in compensation for the delay under European Union rules known as EU261, arguing that the pilot’s illness was an “extraordinary circumstance” which was out of its control.

Yet, Supreme Court judges said on Wednesday that it “does not matter” if the pilot was on duty or off duty when he fell ill because he remained an “inherent part of the airline’s operation” at all times.

Recommended

How to claim compensation

The ruling means more passengers than before will be eligible for compensation if pilot sickness causes their flights to be cancelled for lack of available staff.

In a unanimous ruling, five of the court’s justices said: “If the pilot drinks so as to be unfit to report for work and the flight is cancelled, then the reason for the cancellation is inherent in the airline’s activity and operations.

“The same is also true of the need for the captain and other cabin crew to ensure that they are properly rested during stopovers.

“They have numerous obligations both to their employers and to the public during those periods.

“These are all inherent in the carrier’s activity and operations and if, for whatever reason, they are unable to attend for work as a result of something going awry during those rest periods, whether it is their fault or not, that failure to attend is not an extraordinary circumstance.”

The long-running legal fight began in 2018, with two courts previously ruling in British Airways’ favour.

Court of Appeal judges ruled in the couple’s favour in 2021, however, with the airline then taking it to the Supreme Court.

Mr and Mrs Lipton, from Westerham in Kent, said in a statement issued by law firm Irwin Mitchell after Wednesday’s ruling that they “never wanted to be in this position”.

‘Victory for people’

They said: “We see this as not just a win for ourselves but a victory for people who are prepared to fight for common sense and justice against corporate behemoths who have access to every resource.

“We never wanted to be in this position but felt we had little choice but to continue our legal case given the stance of the carrier all the way through this.

“Their insistence to continue this battle to the highest court in the land has now met with the correct conclusion and our significantly smaller, but no less wily team has succeeded against all odds.

A spokesman for BA said: “We are disappointed with this decision and respect the judgment of the court.”

EU261 rules were copied in UK law after Brexit, meaning passengers can claim compensation if their flights are cancelled or delayed.

“Extraordinary circumstances” defined in the rules include bad weather, air traffic control delays and strikes, among other reasons.

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NEWS... BUT NOT AS YOU KNOW IT

What to do if your flight is delayed – including free rebooking and compensation

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Many of us are surprised if our flight actually takes off by the time it’s scheduled to, even without any major issues affecting travel.

Standard issues with late passengers or toddler tantrums ( yes, really ) can delay things. Then there are the bigger issues such as strikes or air traffic problems, as well as rare but ever-present risks of lightning, volcanic eruptions, and torrential flooding.

While customers have a host of strongly-enforced rights to assistance and compensation when it comes to cancellations, their entitlements in the event of delays are less well-known.

In fact, travel experts say passengers are far more likely to fall into this category as the vast majority of disrupted flights will still take off, despite lengthy waits if the operator can staff them.

Here is a breakdown of what you should do if your flight is impacted by the disruption.

What counts as a flight delay?

Under UK law, airlines must provide passengers experiencing ‘significant delays’ with food and drink (usually in voucher form), means of communication and, if their flight is pushed back a day, temporary accommodation and transport to the lodgings.

It’s not just about whether you feel you’re running late. In terms of the right to compensation and practical support, ‘significant delays’ mean waits of more than two hours for short-haul flights, three hours for medium-haul and four hours for long-haul.

Passengers due to travel on UK or EU-regulated flights are also legally entitled to compensation for delays of more than three hours to the arrival time – starting with £210 for short-haul flights – unless caused by ‘extraordinary circumstances’ out of the airlines’ hands.

These rules cover any flights leaving from a UK or EU airport and do not change if the airline is based in another country, according to MoneySavingExpert .

That means they still apply if you fly between two EU countries, or fly elsewhere on an EU-regulated flight that has nothing to do with the UK.

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They also usually apply if the delay stops you from boarding a connecting flight from a non-UK, non-EU airport if both legs were part of a single booking, or if that connecting flight was similarly delayed.

If your flight is delayed by more than five hours and you no longer want to catch it, you are entitled to a full refund regardless of the cause, according to Citizens’ Advice.

Be wary of doing this if you still plan to get to your destination by other means: the return flight purchased through your original operator may be included as part of the same refunded booking.

What to do if your flight is delayed

The first step to protecting your holiday from delays starts before you even pack your bags: travel insurance.

Having travel insurance means you will be covered even if the airline themselves won’t pay out for compensation. They won’t always, if they can prove the delay was from something out of their control, such as a volcanic eruption grounding flights.

Many insurers offer cover for customers who can prove they missed their flight due to ‘extraordinary circumstances’, according to Rory Boland, Editor of Which? Travel.

He writes on Which? : ‘Evidence that you turned up at the time advised by the airport or airline could be crucial, so keep your bus ticket or parking stub, and any receipts from shops or restaurants inside the terminal.

What to do at the airport?

Travellers should ‘make a fuss’ if their flight is due to take off soon and they’re running late due to delays in processing them, for example by asking staff to take them to the front of the queue.

Airport staff are used to this and will often fast track you through security or check-in if they can see on your ticket that things are tight.

If staff are hard to come by, airlines must usually provide updates online – but if this fails, you can also enter your flight number on FlightRadar2 4 for real-time tracking of the plane you’re due to catch.

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Mr Boland added that if you still can’t get to the flight in time: ‘Buried in the T&Cs of many airlines is a promise to help, and some will let you rebook for free in such instances.’

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WestJet customers growing frustrated as they wait for answers on compensation for flight cancellations

In an e-mailed statement, WestJet spokesperson Madison Kruger said customers are entitled to request a refund to their original form of payment in the event of a flight cancellation if alternative travel arrangements were not provided to them within 48 hours. Cole Burston/Getty Images

WestJet Airlines Ltd. Airlines customers are growing anxious about a lack of communication from the company following a strike that left some passengers stranded and out thousands of dollars in travel expenses, with no clarity on how much they will be compensated.

From emergency hotel stays to unplanned airport meals, customers say the large chunks of money they’ve spent go way beyond the cost of their cancelled flights, and there’s no confirmation they’ll be reimbursed for anything other than their tickets.

Since June 27, more than 1,700 flights have been cancelled by the airline, upending the travel plans of hundreds of thousands of passengers travelling over the Canada Day long weekend.

The disruption began after the company’s aircraft maintenance engineers unexpectedly walked off the job Friday evening. The two parties reached a tentative agreement on Sunday that includes improvements to the mechanics’ wages and benefits.

Ashley Nunes: WestJet travellers with cancelled flights deserve more than refunds and sympathy

In an e-mailed statement, WestJet Airlines Ltd. spokesperson Madison Kruger said customers are entitled to request a refund to their original form of payment in the event of a flight cancellation if alternative travel arrangements were not provided to them within 48 hours, according to the Air Passenger Protection Regulations (APPR).

“Our teams across WestJet Airlines Ltd. are working diligently to support all impacted guests as quickly as possible,” she wrote.

However, for WestJet Airlines Ltd. customer Mel Offner, getting through to someone at the airline to request a refund in the days following her cancelled flight has proven extremely difficult, she said.

Ms. Offner, her partner and their four-year-old daughter were trying to fly from Santa Ana, Calif., to their home on B.C.’s Sunshine Coast on June 30. Less than 24 hours before they were supposed to take off, they saw online that their flight had been cancelled.

After three nights of hotels, two extra days of a car rental, three days’ worth of meals, a ferry rebooking, two extra days of airport parking and a phone bill run up by international calls, Ms. Offner said she has $1,500 in unplanned expenses and is unsure if she’ll be reimbursed.

Despite multiple efforts to call and tagging the airline in social media posts, she said all she has received in return are generic statements and the promise to pay $150 for their first night in a hotel – which has yet to be fulfilled.

“The cost of living already is so high these days. I don’t have $2,000 or $1,500 just lying around ready to pay for it, and after missing work as well, it’s just been a really frustrating experience,” she said.

According to Ms. Kruger, WestJet Airlines Ltd. is not required to provide compensation for hotels and meals for situations outside of the airline carrier’s control, according to the passenger protection rules.

“The courts have held that the declaration of a strike marks the onset of a labour disruption. Therefore, flights disrupted due to a declaration of a strike and the strike itself are considered outside of a carrier’s control under the APPR,” she wrote.

WestJet Airlines Ltd. is obligated to respond to passenger claims received within a 30-day period, Ms. Kruger said, adding passengers should submit claims for eligible expenses on the airline’s website.

Until recently, WestJet Airlines Ltd. customer Jennifer Litowski said she had no hope of reimbursement for the US$1,400 she spent on airline tickets for her niece and her boyfriend or the $800 spent on hotels and meals for the two teens.

She said since the second flight in the two teens’ journey from Regina to visit her in Boston was cancelled, she had only received two e-mails from the airline.

“One was a customer service survey on Sunday, which is ironic, and I did not fill [it] out. It’s now expired. And then the second one I received Wednesday, which was prepare for your upcoming flight for the flight from Boston to Regina. Their return trip for the trip that never happened and that I can’t cancel,” she said.

Finally, Ms. Litowski said she reached a WestJet Airlines Ltd. agent over the phone after three hours on hold Thursday afternoon and has submitted her expenses for a refund.

Kathleen Carrigan and her 82-year-old father are also waiting for their refund to come through from Avion Rewards – the loyalty program they used to book their WestJet Airlines Ltd. flight.

She said her father recently rekindled a connection with his high-school sweetheart over the phone and they were planning to fly from Vancouver Island to Halifax on July 1 so the two could reconnect.

However, since their original WestJet Airlines Ltd. flight was cancelled and the loyalty program couldn’t rebook them on another airline without added expenses, she said they were forced to cancel their trip after a year of saving up points.

Now, they’re waiting anxiously to see the refunds promised by Avion come through before they can afford to plan another trip. But with her dad’s colon cancer coming back and his high-school sweetheart on oxygen, Ms. Carrigan said she’s unsure if there will be another chance to make the trip.

“I hope that by September, we have the refund and then hopefully I can get him on a plane,” she said.

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Know your EU passenger rights before you travel

All packed, and ready to go? For those of you heading off on a summer break soon, we hope your travel plans don’t go wrong, but if they should, you should know that EU travel rules cover passengers in a number of eventualities. Whether your flight is cancelled, your train delayed or your luggage lost aboard your cruise ship, you have the right to make a claim under EU-wide passenger rights. 

What you are entitled to if you need to make a claim will vary from the type of transport you use (air, rail, bus/coach or boat) and whether you travel into, out or within the EU.  In most cases, however, there is a standard procedure to follow if you need to make a claim over a delay, cancellation or problems with luggage. 

First, contact the travel company you bought your ticket from, using the complaint form they provide. If you don't receive a reply from the company within 1 to 3 months depending on the type of chosen transport, or if you are not satisfied with the reply, you can lodge a complaint with the relevant national authority in the country where the problem happened. You can always contact your local European Consumer Centre for help and advice on problems related to passenger rights, too. 

If you still encounter problems with your claim, you can also try to resolve your dispute using out-of-court procedures - or an Alternative Dispute Resolution entity. If you bought your ticket online, you can submit your complaint via the Online Dispute Resolution platform. These 2 forms of dispute resolution are only available to EU residents.  

If you have a disability or reduced mobility, you have the right to access air, train, bus, coach, or boat travel like anybody else and the right to free assistance at terminals and on-board vehicles. If you feel your rights have been breached, follow the guidelines above for making a claim. More details on your passenger rights are given below. 

For more information  

Passenger rights  

Rights for travellers with disabilities or reduced mobility  

Out of court procedures for consumers  

Online dispute resolution  

European Consumer Centres Network  

Download the "Your Passenger Rights" app to your smartphone (  Google Android ,  Apple iOS ) 

Travelling in Europe 2024

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Travel plans sometimes change and you may want a refund for a purchased airline ticket or other related services such as baggage or seat fees.  This page contains useful information to determine whether you are entitled to a refund for air fare or services related to a scheduled flight. 

Am I Entitled to a Refund?

In the following situations, consumers are entitled to a refund of the ticket price and/or associated fees.

• Cancelled Flight – A consumer is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the consumer chooses not to travel.
• DOT has not specifically defined what constitutes a “significant delay.”  Whether you are entitled to a refund depends on many factors – including the length of the delay, the length of the flight, and your particular circumstances.  DOT determines whether you are entitled to a refund following a significant delay on a case-by-case basis.
• Class of Service Change - A consumer is entitled to a refund if the consumer was involuntarily moved to a lower class of service.  For example, if the consumer purchased a first-class ticket and was downgraded to economy class due to an aircraft swap, the consumer is owed the difference in fares.  
• Note : In situations where you have purchased an optional service and that amenity either does not work or is not available on the flight, you may need to notify the airline of the problem to receive a refund.
• Airlines may have different policies to determine when a bag is officially lost.  Most airlines will declare a bag lost between five and fourteen days after the flight, but this can vary from one airline to another.   
• If an airline unreasonably refuses to consider a bag lost after it has been missing for an unreasonable period of time, the airline could be subject to enforcement action by the DOT.  
• Learn more about lost, delayed, or damaged baggage .
• Fully refundable ticket - Consumers who purchase fully refundable tickets are entitled to a refund when they do not use the purchased ticket to complete their travel

In the following situations, consumers are not entitled to refunds except under very limited circumstances: 

• Non-refundable tickets - Consumers who purchase non-refundable tickets are not entitled to a refund unless the airline makes a promise to provide a refund or the airline cancels a flight or makes a significant schedule change.      
• Personal Issue - Consumers who purchase nonrefundable tickets, but are unable to travel for a personal reason, such as being sick or late to the airport, are not entitled to a refund.  
• Unsatisfactory Service - A consumer who willingly takes a flight but has a bad experience with the airline or the flight is not entitled to a refund.  
• Incidental Expenses – A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses. 

Note : While airlines are not required to issue a refund for non-refundable tickets, they are free to do so or they may issue a credit or travel voucher for future use on the airline.  Airlines must also comply with the promises they make, and in some instances, they may be willing to offer passengers accommodations or other benefits that they are not required to provide.  Contact the airline directly to inquire about additional accommodations or benefits. 

What if I purchased or reserved my ticket through a travel agent or online travel agency?

• Ticket agents and online travel agencies are required to make “proper” refunds when service cannot be performed as contracted on a flight to, within, or from the United States.
• (i) an airlines cancels or significantly changes a flight;   
• (ii) an airline acknowledges that a consumer is entitled to a refunds; and  
• (iii) passenger funds are possessed by a ticket agent.

What should I do if I am entitled to a refund and would like to receive one from an airline or ticket agent?

• You should proactively request a refund in writing from an airline or a ticket agent if you believe that you are entitled to a refund.
• If you contact the airline or ticket agent to obtain a required refund and you are refused that refund, you should file a complaint against the airline or ticket agent with the Department at https://secure.dot.gov/air-travel-complaint .

Cancelling a Ticket Reservation or Purchase within 24 hours of Booking

For airline tickets that are purchased at least seven days before a flight’s scheduled departure date and time, airlines are required to either:

allow consumers to cancel their reservation and receive a full refund without a penalty for 24 hours , or

allow consumers to reserve a ticket (place it on hold) at the quoted prices without paying for the ticket for 24 hours .

• Airlines are not required to offer both a hold and a refund option. Check your airline’s policy before purchasing a ticket. However, if an airline accepts a reservation without payment, it must allow the consumer to cancel the reservation within 24 hours without penalty. If an airline requires payment with a reservation, it must allow the consumer to cancel the payment and reservation within 24 hours and receive a full refund.

Although airlines must hold a reservation for 24 hours or provide a refund to consumers at their request within 24 hours of making a reservation, airlines are not required to make changes to a ticket free of charge (for example - change your ticket to a different date or correct a misspelled name on the reservation).

In some cases, instead of paying for a change fee and a potential difference between the original ticket price and the current ticket price, it may be cheaper to request a refund for the ticket and rebook. However, please keep in mind that ticket prices can change quickly.

Does the 24-hour refund/reservation requirement apply to tickets purchased or reserved through a travel agent or online travel agency?

No, the 24-hour refund/reservation requirement for airlines does not apply to tickets booked through online travel agencies, travel agents, or other third-party agents.  However, these agents are free to apply the same or similar procedures to provide equivalent or similar customer service.

If you purchased your ticket through an online travel agency (or other agent), you should contact the travel agent directly to obtain a refund before contacting the airline.

How quickly are airlines, travel agents, and online travel agencies required to process a refund?

Airlines and ticket agents are required to make refunds promptly.

For airlines, “prompt” is defined as being within 7 business days if a passenger paid by credit card, and within 20 days if a passenger paid by cash or check.

For ticket agents, prompt is not defined.

This may be addressed in a future DOT rulemaking. More information can be found here: 

Airline Ticket Refunds and Consumer Protections

Air Transportation Consumer Protection Requirements for Ticket Agents

DOT Relaunches Air Consumer Website

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Brits could be owed millions in cancelled flights compensation after landmark court ruling

A huge ruling from the uk supreme court could change everything for thousands of uk travellers.

Tom Earnshaw

Millions of UK travellers who have seen their flights cancelled could be entitled to compensation after a landmark court ruling.

As it stands, you can claim up to £520 in the UK if your flight has been cancelled.

Martin Lewis has issued a warning on the matter, with those who have had flights axed not automatically guaranteed a successful claim .

Now, a new ruling in the UK Supreme Court has meant that the reasons for why you can make a successful claim have been widened following an 'extraordinary circumstance' u-turn.

Two UK flyers, Kenneth and Linda Lipton, had taken BA Cityflyer (a subsidiary of British Airways ) to court after their claim for compensation was rejected. Their flight was axed after their pilot suddenly became ill before work.

The airline ruled that this did not count as an 'extraordinary circumstance' in which the airline was to take the blame for the cancellation.

But this week, five Supreme Court judges ruled against the British Airways company. This was after the court ruled in favour of the Liptons, whose flight from Milan Linate Airport in Italy to London City Airport was axed last minute.

BA Cityflyer tried to find a replacement for the sick pilot but failed, resulting in the flight being cancelled. They were booked on to another flight for free, arriving back in London two and a half hours later than originally expected.

Under EU compensation laws, the Liptons said they were owed £220 in compensation due to the cancellation and subsequent delay.

Now, one flight compensation expert says 'tens of thousands' of British travellers could be owed cash due to similar situations to the one experienced by the Liptons. It could result in compensation worth millions.

Anton Radchenko, CEO of AirAdvisor , is behind the fresh warning having already delivered £52 million in compensation for air passengers. Radchenko said: "This ruling is a huge victory for airline passengers. Previously, if a staff member being taken ill resulted in delays or cancellations airlines would claim these situations were ‘extraordinary circumstances’ and would not have to compensate passengers for disruption to their journey.

"Now, thanks to the Supreme Court ruling, this changes. If your flight is delayed by more than three hours, or cancelled due to staff illness, resulting in your journey being delayed by three hours, passengers may be due between £220 and £520, depending on the distance of their flight.

"In its statement yesterday, the Supreme Court suggested that ‘tens of thousands’ of travellers each year are affected by situations like Mr and Mrs Lipton’s. This could mean a compensation cash boost of potentially around £10 million a year for British airline passengers, as a result of this ruling.

"We advise any clients affected by disruption to their journeys to start the process of claiming compensation with a flight compensation calculation."

The ruling from the Supreme Court said that 'if the pilot drinks so as to be unfit to report for work and the flight is cancelled, then the reason for the cancellation is inherent in the airline's activity and operations'.

It added: "The same is also true of the need for the captain and other cabin crew to ensure that they are properly rested during stopovers. They have numerous obligations both to their employers and to the public during those periods.

"These are all inherent in the carrier's activity and operations and if, for whatever reason, they are unable to attend for work as a result of something going awry during those rest periods, whether it is their fault or not, that failure to attend is not an extraordinary circumstance."

In a statement, Mr and Mrs Lipton, from Kent, said: “We see this as not just a win for ourselves but a victory for people who are prepared to fight for common sense and justice against corporate behemoths who have access to every resource. We never wanted to be in this position but felt we had little choice but to continue our legal case given the stance of the carrier all the way through this.

“Their insistence to continue this battle to the highest court in the land has now met with the correct conclusion and our significantly smaller, but no less wily team has succeeded against all odds. We would like to extend our sincerest gratitude to the barristers who represented us and Irwin Mitchell who were tremendous in ensuring our route, whilst painful, was informed at every step of the way, even when it appeared we were able to fight no longer. However, we saw it through, and we won.”

Topics:  Travel , UK News , Money , Crime , Holiday , Hacks

Tom joined LADbible in 2024, specialising in SEO and trending content. He moved to the company from Reach plc where he enjoyed spells as a content editor and senior reporter for one of the country's most-read local news brands, LancsLive. When he's not in work, Tom spends his adult life as a suffering Manchester United supporter after a childhood filled with trebles and Premier League titles. You can't have it all forever, I suppose.

@ TREarnshaw

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