What Happens If Your Flight Is Cancelled?
UK passengers have strong rights when flights are cancelled under retained EU Regulation 261/2004. Airlines must offer a full refund or re-routing and may owe compensation.
Quick Answer
If your flight is cancelled, you have the right to a full refund within seven days or free re-routing to your destination. You may also be entitled to compensation of £220–£520 (for UK domestic and international flights under the retained UK version of Regulation 261/2004), unless the cancellation was caused by extraordinary circumstances the airline could not control.
Full Explanation
Passenger rights on cancelled flights are governed in England and Wales by the UK's retained version of EU Regulation 261/2004 (now domestic UK law following Brexit), enforced by the Civil Aviation Authority (CAA). These rights apply to all flights departing from a UK airport, and to flights arriving in the UK on a UK or EU carrier.
When a flight is cancelled, the airline must offer you the choice between: (a) a full refund of the ticket price (including all taxes and fees) for the cancelled flight and any unused return or onward flights in the same booking, within seven days; or (b) re-routing to your final destination at the earliest opportunity or at a later date of your choice. The airline must also provide care and assistance — meals, refreshments, and hotel accommodation if necessary — while you wait.
In addition to the refund or re-routing obligation, you may be entitled to financial compensation of: £220 for flights under 1,500km (within the UK and short European routes); £350 for flights between 1,500km and 3,500km; and £520 for longer flights. These are fixed amounts per person, not per booking. Compensation is not payable if the cancellation was caused by 'extraordinary circumstances' — for example, extreme weather, air traffic control strikes, security incidents, or hidden manufacturing defects not apparent on routine maintenance. Cancellations due to commercial reasons (e.g., too few passengers), staffing shortages, or technical problems within the airline's control do not fall within extraordinary circumstances.
The airline must notify you of the cancellation and your rights. If they fail to provide the right information or you are offered a voucher instead of a cash refund (which you are not obliged to accept), you can complain to the CAA or CEDR (an approved ADR scheme for aviation). Small claims court is also available if the airline refuses to pay valid compensation.
Legal Basis
- §Regulation (EC) No 261/2004 as retained in UK law
- §Civil Aviation Act 1982
- §Package Travel and Linked Travel Arrangements Regulations 2018 (for package holidays)
What To Do
Request a Refund or Re-routing in Writing
Contact the airline in writing (email is fine) clearly stating you want a full cash refund under Regulation 261/2004, not a voucher. Set a deadline of 7 days — this is the legal obligation for processing refunds.
Claim Compensation
If the cancellation was not due to extraordinary circumstances, submit a compensation claim to the airline in writing. Quote the regulation, specify your route and flight number, and state the applicable compensation amount.
Keep Receipts for Care and Assistance
If the airline fails to provide meals, refreshments, or accommodation while you wait, keep all receipts. You can claim these costs back from the airline — they must provide reasonable care.
Use the ADR Scheme or CAA
If the airline rejects your claim, complain to an approved ADR scheme such as CEDR or Aviation ADR. If they are not members of an ADR scheme, complain to the Civil Aviation Authority.
Small Claims Court
Issue a small claims court claim if ADR fails or is unavailable. For many airlines this is the most effective route — courts routinely award compensation under Regulation 261/2004.
Important Deadlines
Important Warnings
You are not obliged to accept a travel voucher instead of a cash refund — always insist on a cash refund if that is your preference.
Claiming compensation through a claims management company means paying a fee of up to 30% of your award — these claims are simple enough to bring yourself.
Claims for flight cancellation compensation have a six-year limitation period in England and Wales.