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Know Your Passenger Rights: What to Do If Your Flight is Canceled or Delayed in 2024

Airline News & Updates • October 17, 2024

Flight cancellations and delays can turn a well-planned trip into a stressful ordeal. Whether you’re traveling for business or pleasure, knowing your rights as a passenger can help you navigate these disruptions. Airlines have obligations to their customers, and there are specific regulations that protect travelers in cases of delays or cancellations. In this guide, we’ll cover your passenger rights, how to seek compensation, and the steps to take when your flight is canceled or delayed.

Understanding Your Rights as a Passenger

When a flight is canceled or delayed, passengers have certain protections under both domestic and international laws. In the United States, the U.S. Department of Transportation (DOT) outlines these rights, while in Europe, EU Regulation 261/2004 provides significant protections for passengers. Knowing these laws can help you assert your rights effectively.

  • U.S. Domestic Flights: For domestic flights, the DOT requires airlines to offer refunds for canceled flights, even if the ticket is non-refundable. Airlines must also compensate passengers for significant delays, although the definition of a “significant” delay can vary.
  • European Flights: If your flight is departing from or arriving in the EU, you may be entitled to compensation under EU Regulation 261/2004. This regulation mandates compensation for delays over three hours or cancellations, provided the disruption wasn’t due to extraordinary circumstances like severe weather.

More information on these protections can be found on the U.S. Department of Transportation’s Passenger Rights Page and EU Regulation 261/2004 Overview.

What to Do If Your Flight Is Canceled

When your flight is canceled, the airline is responsible for offering you alternative travel options. Here’s what you should do:

  1. Contact the Airline Immediately: Airlines will typically offer to rebook you on the next available flight. If you are unhappy with the options, ask for a refund. Under U.S. regulations, passengers are entitled to a full refund for canceled flights, even for non-refundable tickets.
  2. Know Your Compensation Options: In Europe, under EU 261, you may be entitled to compensation between €250 and €600, depending on the flight distance and length of the delay. This is in addition to any refunds or rebookings offered by the airline.
  3. Request Additional Assistance: Airlines may offer additional services, such as meal vouchers or hotel accommodations, especially if you are stranded due to a cancellation. Make sure to ask about these options, as they are often offered for longer delays.

What to Do If Your Flight Is Delayed

Flight delays are common, but your rights depend on how long the delay lasts and the reason for it.

  1. For U.S. Flights: If the delay is significant, airlines are required to provide passengers with compensation or offer rebooking options. Unfortunately, the U.S. government does not mandate compensation for delays, leaving it up to the airline’s individual policy. However, if the delay is due to a tarmac delay (where the plane is stuck on the runway for more than two hours), airlines are obligated to provide refreshments and allow passengers to deplane after three hours.
  2. For European Flights: Under EU 261, if your flight is delayed by three or more hours, you could be entitled to compensation ranging from €250 to €600, depending on the flight distance. The airline is also required to provide you with meals and refreshments during the delay.

For more details on delay compensation and tarmac rules, you can refer to the U.S. DOT Tarmac Delay Rules.

How to Claim Compensation for Delays or Cancellations

Claiming compensation for delays or cancellations can be straightforward if you know the right steps. Here’s how:

  1. Contact the Airline: Begin by contacting the airline’s customer service team. Provide details of your flight, the disruption, and request compensation or refunds as applicable. Airlines often have online forms for submitting claims.
  2. Document Everything: Keep records of all communication with the airline, including emails, flight details, and any receipts for expenses incurred as a result of the delay or cancellation.
  3. Use Compensation Tools: Websites like AirHelp and ClaimCompass help passengers claim compensation under EU 261. These services often take a small percentage of the compensation, but they can be helpful if the airline refuses your claim.
  4. File a Complaint: If the airline refuses to compensate you and you believe you’re entitled, you can file a formal complaint with the U.S. DOT or with the relevant European body.

What Counts as Extraordinary Circumstances?

Under EU 261, airlines are not required to provide compensation if the delay or cancellation is due to extraordinary circumstances. These include severe weather, strikes, security risks, or unforeseen technical issues. If an airline claims extraordinary circumstances as a reason, be sure to verify the claim. In many cases, what counts as extraordinary can be disputed.

The European Commission’s guidelines on extraordinary circumstances provide more insight into what qualifies as such situations.

How to Avoid Flight Disruptions in the First Place

While delays and cancellations can’t always be avoided, there are a few strategies to reduce your chances of encountering them:

  1. Fly Early in the Day: Morning flights are less likely to be delayed. Later flights often face delays due to the cumulative effect of earlier flights running behind schedule.
  2. Avoid Peak Travel Times: Flying during off-peak times, like mid-week or outside major holiday seasons, can reduce your chances of encountering disruptions. Skyscanner offers insights into the best days and times to book.
  3. Track Your Flight: Use tools like FlightAware or FlightRadar24 to track your flight status in real-time. These apps can alert you to delays before the airline officially notifies passengers.
  4. Know Your Airline’s Cancellation Policies: Before booking a flight, familiarize yourself with the airline’s delay and cancellation policies. Airlines like Southwest and Delta have transparent policies that can help passengers during unexpected disruptions.

Steps to Take if You Miss a Connecting Flight Due to Delays

Missing a connecting flight due to delays is frustrating, but knowing your rights can help you recover from the disruption. Most airlines will automatically rebook you on the next available flight if the delay is due to circumstances within their control. However, if you miss your connection due to a delay caused by weather or security checks, the airline may not be obligated to help.

Here’s what to do if you miss your connection:

  1. Contact the Airline Immediately: Once you realize you’ll miss your connection, contact the airline. They may rebook you on the next available flight or offer compensation.
  2. Check for Alternative Routes: If your airline can’t provide a suitable rebooking, ask about alternative routes with other partner airlines.
  3. Know Your Rights for Layovers in the EU: If you are connecting through an EU country, you may be entitled to compensation under EU 261, even if your journey started outside Europe.

Conclusion

Flight delays and cancellations are an unfortunate reality of air travel, but knowing your passenger rights can make these disruptions easier to manage. Whether flying domestically or internationally, understanding the regulations that protect travelers ensures you can navigate these situations with confidence. Be proactive, document everything, and don’t hesitate to seek compensation when you are entitled to it.