Your rights when your flight is rebooked
Many passengers are unaware of their clear rights when issues arise with cancelled or delayed flights. Here, we provide a comprehensive guide to your options for rebooking, refunds, and compensation when the airline changes your journey.
When are you entitled to rebooking?
If your flight is cancelled shortly before the scheduled departure, you are always entitled to a solution from the airline. Whether the cancellation occurs on a flight within the UK/EU or on a flight with a UK/EU-based airline, there are fixed regulations that the airline must follow to assist you as a passenger.
As a general rule, you have three options if your flight is cancelled:
A refund for the full price of the original ticket.
A new flight ticket with a departure as close as possible to the original departure time.
A later alternative flight that better suits your schedule.
These rights also apply if your first flight is part of a combined booking.
Rebooking must be arranged promptly
When the airline rebooks you, it must do so in a timely manner, relative to the original arrival time. If your new departure is many hours later, the next day, or even further, you are entitled to request a more suitable solution.
If seats are available on earlier flights, even with other airlines, you are entitled to be rebooked onto those flights. Should the airline refuse to do this, you can purchase new tickets yourself and claim the costs back from the airline, provided they are within a reasonable price limit.
Always contact the airline first
Before purchasing a new ticket on your own, make sure you have attempted to contact the airline by phone, chat, or email. Keep records of all communication, as this documentation is essential to securing reimbursement for your expenses.
If you need to arrange alternative transport, such as a train or hotel accommodation, you may also be entitled to compensation for meals, free phone calls, and other additional costs. Be sure to retain all receipts as proof of your expenditures.
Delayed flights and additional delays
Your rights in the case of a flight delay depend on the length of the delay. If your flight is delayed by more than five hours, you have the right to cancel your trip and receive a full refund of the ticket price.
If your flight is rebooked and there is a further delay, your case will be evaluated based on the actual arrival time in comparison to the original scheduled arrival time.
When are you not entitled to compensation?
There is only one exception to financial compensation. If the cancellation is due to extraordinary circumstances, such as political unrest, extreme weather, or security risks, airlines are not obligated to pay compensation.
However, you are still entitled to rebooking, meals, and reimbursement for additional costs, even if the cancellation was caused by circumstances beyond the airline's control.
Right to compensation for cancellation and delay
If your flight is cancelled or you arrive significantly later than planned, you may be entitled to compensation of up to €600. The amount depends on the distance of the flight. The table below provides an overview of the applicable compensation rates.
Reason | Delayed arrival | Flights under 1.500 km | Flights 1.501 - 3.500 km | Flights over 3.500 km between EU-countries | Flights over 3.500 km to/from EU-countries |
|---|---|---|---|---|---|
Cancelled* | 2 – 3 hours | 250 € | 200 € | 200 € | 300 € |
Cancelled /Delayed | 3 – 4 hours | 250 € | 400 € | 400 € | 300 € |
Cancelled/Delayed | More than 4 hours** | 250 € | 400 € | 400 € | 600 € |
Overbooked | 250 € | 400 € | 400 € | 600 € |
* If the cancellation occurs less than 7 days before the scheduled departure.
** If the cancellation occurs between 14-7 days before the scheduled departure.
Compensation applies when:
the cancellation is announced less than 14 days before departure
you have not accepted a re-routing that is close to the original journey
the delay is not due to extraordinary circumstances
How to make a claim
To make your claim for rebooking or compensation, it's important to:
Keep your flight ticket and boarding pass
Document delays, denied boarding, or other changes
Collect all communication with the airline
For assistance, organizations such as Consumer Europe offer guidance, but many passengers choose to seek professional help to increase their chances of receiving compensation.
Brief summary of your rights
Rebooking should occur as close as possible to the original departure time.
You are entitled to a refund or a new flight ticket.
Flight cancellations often entitle you to compensation.
Delayed flights may entitle you to both meals and a refund.
Always keep documentation and all receipts as proof of expenses.
If you have experienced flight cancellations, delays or problems with rebooking, it is worth investigating your options thoroughly. Your rights are stronger than many people realize!