Flight Delayed or Cancelled? Here's Exactly What to Do and What You're Owed

When Your Flight Does Not Go as Planned

Flight disruptions happen more often than most travelers realize. In 2024, approximately 21% of flights in the United States arrived late, and about 2% were cancelled outright. In Europe, the numbers are similar. The difference between a minor inconvenience and a trip-ruining disaster often comes down to knowing your rights and acting quickly.

This guide breaks down exactly what airlines owe you, how to claim it, and the strategies frequent travelers use to minimize disruption.

Step-by-Step: What to Do Right Now

If you are currently sitting in an airport dealing with a delay or cancellation, follow these steps immediately:

Step 1: Determine the Cause

The reason for the disruption matters enormously for compensation purposes. Causes fall into three categories:

• Airline's fault: Mechanical issues, crew scheduling problems, overbooking, IT failures. These generally entitle you to the most compensation.
• Weather: Storms, fog, snow, volcanic ash. Airlines typically owe you less for weather disruptions, though policies vary.
• Extraordinary circumstances: Air traffic control strikes, security threats, political instability. Airlines are usually not liable for compensation but may still owe you care (meals, accommodation).

Ask the gate agent specifically what the cause is. Airlines sometimes vaguely cite "operational issues" when the real cause is a mechanical problem -- which would entitle you to more compensation.

Step 2: Get in Line and Get on the Phone

This is the single most important tactical move. When a flight is cancelled, dozens or hundreds of passengers rush to the gate agent. Simultaneously:

1. Get in the rebooking line at the gate
2. Call the airline's customer service number on your phone while waiting
3. Open the airline's app and check for rebooking options there
4. Check alternative airlines on Google Flights or Skiplagged for available seats

Whoever answers first -- phone agent, gate agent, or app -- wins. Phone agents and app tools can often see options that the gate agent cannot, including partner airline availability.

Pro tip: Call the airline's international customer service number or their number for a different country. These lines are often less congested than the domestic number. For example, calling British Airways' US number from Europe may get you through faster.

Step 3: Know What to Ask For

When you reach an agent, be specific:

• Ask to be rebooked on the next available flight to your destination, including flights on partner airlines or codeshare partners.
• If the delay is overnight, ask for a hotel voucher, meal vouchers, and ground transportation.
• If the airline cannot get you to your destination within a reasonable timeframe, ask about alternative airports near your destination.
• Ask about compensation under applicable regulations (EU261, US DOT rules, or the airline's contract of carriage).

Step 4: Document Everything

• Screenshot the departure board showing the delay or cancellation
• Save all boarding passes, receipts, and communications
• Note the names of agents you speak with
• Keep receipts for any expenses incurred (meals, hotels, transport) -- you may need these for reimbursement or insurance claims
• Record the delay length in minutes -- this is critical for EU261 claims

Your Rights: EU Regulation 261/2004 (EU261)

EU261 is the strongest passenger protection regulation in the world. It applies to:

• Any flight departing from an EU/EEA airport (regardless of airline)
• Any flight arriving at an EU/EEA airport on an EU/EEA-based airline

This means it covers your Ryanair flight from Barcelona to Rome, your Delta flight from Paris to Atlanta, and your Emirates flight from Dubai to London on a British Airways codeshare (if BA is the operating carrier).

Compensation Amounts

EU261 provides fixed compensation amounts based on flight distance and delay length:

Flight Distance	Delay at Arrival	Compensation
Under 1,500 km	3+ hours	EUR 250
1,500-3,500 km	3+ hours	EUR 400
Over 3,500 km	3-4 hours	EUR 300
Over 3,500 km	4+ hours	EUR 600

These amounts are per passenger. A family of four on a delayed long-haul flight could receive EUR 2,400 total.

What Airlines Must Provide During Delays

Regardless of compensation, airlines operating under EU261 must provide:

• 2+ hour delay (short flights) or 3+ hour delay (medium/long flights): Meals and refreshments, two free phone calls, emails, or faxes
• 5+ hour delay: Option for a full refund of the ticket price
• Overnight delay: Hotel accommodation and transport to/from the hotel

Exceptions

Airlines do not owe compensation for extraordinary circumstances outside their control, including:

• Severe weather conditions
• Air traffic control restrictions
• Security risks
• Political instability
• Bird strikes (court rulings vary on this)

However, mechanical issues and crew shortages are NOT extraordinary circumstances under EU261. Airlines cannot avoid paying compensation by claiming a mechanical fault.

How to Claim EU261 Compensation

1. File directly with the airline first. Most airlines have an online claims form. Be specific: include your flight number, booking reference, delay length, and the compensation amount you are claiming.
2. Wait for a response. Airlines have no fixed deadline under EU261, but most respond within 4-8 weeks.
3. If denied, escalate. Contact the national enforcement body in the country of departure (for example, the Civil Aviation Authority in the UK, the DGAC in France, or the Luftfahrt-Bundesamt in Germany).
4. Consider a claims company. If the airline refuses to pay, companies like AirHelp, Flightright, or ClaimCompass will pursue the claim on your behalf for a fee (typically 25-35% of the compensation). They handle the legal process and only charge if they win.

Statute of limitations: You generally have 2-6 years to file a claim depending on the country. In the UK it is 6 years, in Germany it is 3 years, and in France it is 5 years.

Your Rights: United States

US passenger protections are weaker than EU261, but they have been strengthening. Here is what US Department of Transportation (DOT) rules require:

Cancellations and Significant Delays

As of 2024, the DOT requires airlines to provide automatic cash refunds (not just vouchers or credits) when:

• A flight is cancelled and the passenger does not accept rebooking
• A flight is significantly delayed (defined as 3+ hours for domestic flights, 6+ hours for international flights)
• The passenger's itinerary is significantly changed

This refund must be issued within 7 business days for credit card purchases and 20 business days for cash or check purchases.

Tarmac Delays

US rules are stricter about tarmac delays than most countries:

• Domestic flights: Airlines must provide passengers the opportunity to deplane after 3 hours on the tarmac.
• International flights: The limit is 4 hours.
• Airlines must provide food, water, and working lavatories within 2 hours of a tarmac delay.
• Violating these rules can result in fines of up to USD 27,500 per passenger.

Denied Boarding (Bumping)

If you are involuntarily bumped from a US flight:

Delay to Final Destination	Domestic Flight	International Flight
0-1 hour	No compensation	No compensation
1-2 hours (domestic) / 1-4 hours (international)	200% of one-way fare (max USD 775)	200% of one-way fare (max USD 775)
2+ hours (domestic) / 4+ hours (international)	400% of one-way fare (max USD 1,550)	400% of one-way fare (max USD 1,550)

Important: Always ask for cash compensation, not vouchers. Airlines often try to offer vouchers first because they cost the airline less. You have the right to demand cash (or check) for involuntary bumping.

Your Rights: Other Countries

Canada

The Canadian Air Passenger Protection Regulations (APPR) provide:

• Large airlines (Air Canada, WestJet): CAD 400 for delays of 3-6 hours, CAD 700 for 6-9 hours, CAD 1,000 for 9+ hours
• Small airlines: CAD 125, CAD 250, and CAD 500 respectively
• Applies only when the disruption is within the airline's control
• Airlines must provide food, drink, and accommodation for delays within their control

United Kingdom (Post-Brexit)

The UK retained EU261-equivalent rules through UK261. Compensation amounts and thresholds are identical to EU261. The enforcing body is the Civil Aviation Authority (CAA).

Brazil

Brazil's ANAC regulations require:

• 1+ hour delay: Communication facilities (internet, phone)
• 2+ hour delay: Food and beverages
• 4+ hour delay: Accommodation (if overnight) or rebooking/refund

Airline-Specific Policies Worth Knowing

Beyond legal requirements, individual airlines have their own policies for disruptions:

Delta Air Lines

• Generally considered the best US airline for disruption handling
• Proactive rebooking via the app, often before you even know about the delay
• SkyMiles members get priority rebooking
• Will sometimes rebook on partner airlines (Korean Air, Air France/KLM, Virgin Atlantic)

United Airlines

• ConnectionSaver technology automatically holds connecting flights for delayed passengers when feasible
• Offers meal credits via the app during long delays
• Will rebook on Star Alliance partners

Southwest Airlines

• No assigned seating means rebooking is often faster
• Will rebook on the next available flight at no charge
• Does not have interline agreements, so cannot rebook on other airlines

Ryanair

• Notorious for aggressively denying EU261 claims
• Claims must be filed through their online form
• Consider using a claims company if they deny your claim

British Airways

• Generally honors EU261/UK261 claims
• Offers hotel and meal vouchers proactively for overnight delays
• Will rebook on partner airlines (American Airlines, Iberia, Finnair)

Travel Insurance and Flight Disruptions

What Travel Insurance Typically Covers

• Trip delay benefits: Reimbursement for meals, accommodation, and necessities during delays (typically after a 6-12 hour threshold). Common coverage: USD 150-300 per day.
• Trip cancellation: Reimbursement for prepaid, non-refundable trip costs if a covered event forces cancellation.
• Missed connection: Coverage for additional transportation costs to reach your destination.

Best Travel Insurance for Flight Disruptions

• Allianz Travel Insurance: OneTrip Prime plan covers delays after 6 hours, up to USD 200/day
• World Nomads: Explorer plan covers delays after 12 hours
• Chase Sapphire Reserve (built-in): Trip delay coverage after 6 hours, up to USD 500 per ticket
• Amex Platinum (built-in): Trip delay coverage after 6 hours, up to USD 500

How to File an Insurance Claim

1. Notify your insurance provider as soon as possible (most require notice within 20-90 days)
2. Gather documentation: airline confirmation of delay/cancellation, receipts for expenses, boarding passes
3. Submit the claim online or by mail with all supporting documents
4. Follow up if you have not heard back within 30 days

Tools and Apps for Managing Disruptions

Real-Time Flight Tracking

• FlightAware (flightaware.com): Free flight tracking with detailed delay information and aircraft history
• Flighty (iOS, USD 5.99/month): Premium flight tracking app that often knows about delays before the airline announces them. Uses FAA data directly.
• Google Flights: Set up fare alerts and track flight status

Compensation Claim Services

• AirHelp (airhelp.com): The largest flight compensation company, handles EU261 and other claims. Takes 35% of successful claims. Also offers AirHelp Plus (EUR 24.99/year) for unlimited claims.
• Flightright (flightright.com): European-focused claims service, takes 20-30% plus VAT.
• ClaimCompass (claimcompass.eu): Takes 25% of successful claims, offers a free eligibility checker.
• Service (service.com): Handles US-based claims and DOT complaints.

Rebooking Tools

• Google Flights: Fastest way to see available flights across airlines
• ExpertFlyer (expertflyer.com, USD 9.99/month): Shows seat availability on partner airlines, useful for finding award seat alternatives
• Skiplagged (skiplagged.com): Shows hidden-city ticketing options that may get you to your destination sooner

Connecting Flight Disruptions

When a delay causes you to miss a connecting flight, the rules depend on how you booked:

Same Ticket (Single Booking)

If both flights are on the same ticket (one booking reference), the airline is responsible for getting you to your final destination. They must rebook you at no additional cost and provide care (meals, accommodation) during the wait.

Separate Tickets

If you booked each leg separately (two booking references), you are on your own if you miss the second flight. The airline operating the first flight has no obligation regarding your second booking. This is why travel experts strongly recommend booking connecting itineraries on a single ticket whenever possible.

Self-Connect Services

Some airports (London Gatwick, Milan Bergamo, Barcelona) offer "self-connect" services that provide protection for separately booked connecting flights, but this must be purchased in advance and coverage varies.

Proactive Strategies to Minimize Disruption Impact

Before You Book

• Choose morning flights. Data consistently shows that early morning flights have lower delay rates because the aircraft is already at the airport from the night before.
• Avoid the last flight of the day. If it is cancelled, you are stuck overnight. Earlier flights give you rebooking options.
• Book directly with the airline when possible. Third-party bookings (Expedia, Priceline) can complicate rebooking because the airline may tell you to contact the booking agent.
• Choose airlines with large hub operations at your connecting airport. More flights mean more rebooking options.
• Allow adequate connection time. Minimum connection times listed by airports are exactly that -- minimums. Add at least 30-60 minutes of buffer.

When You Book

• Consider travel insurance with trip delay coverage, especially for complex itineraries
• Use a credit card with travel protections (Chase Sapphire Reserve, Amex Platinum, Capital One Venture X)
• Sign up for flight alerts through the airline and third-party tracking apps
• Join the airline's loyalty program even at the basic level -- members often get priority rebooking

Using TripGenie to Build Resilient Itineraries

When planning complex trips with multiple flights and tight schedules, TripGenie can help you map out your itinerary with appropriate buffer time between connections, ensuring that a single delay does not cascade through your entire trip.

Summary: Know Your Rights, Act Fast, Document Everything

The difference between passengers who get compensated and those who do not usually comes down to three things: knowing the rules, acting quickly, and keeping records. Whether your flight is delayed by 3 hours or cancelled entirely, you likely have more rights than you think -- especially on flights touching European airports.

Keep this guide bookmarked on your phone. The next time a departure board flashes "DELAYED," you will know exactly what to do.