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If your flight is cancelled, delayed, or changed, contact the airline operating the flight as soon as you can. Give your booking and flight details, explain what happened, and ask for a specific solution—such as rebooking, rerouting, care while you wait, or information about a refund. If you bought the ticket through an agent, that agent may need to handle a refund request, even though the airline is usually the first contact for immediate help.
Who should you contact first?
For immediate disruption help, contact the operating airline
Use the airline’s current customer-service channel. If you are already at the airport, go to its customer-service desk or representative as well. The U.S. Department of Transportation (DOT) advises travelers to give the airline an opportunity to resolve an air-travel problem before contacting DOT: DOT consumer complaint process.
Check your itinerary to distinguish the airline that sold the ticket from the airline actually operating the flight. For a codeshare or agent booking, the name on a booking confirmation may not be the carrier running the disrupted flight. The operating airline is the practical place to request immediate assistance; the seller can matter for a refund.
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For a U.S. refund request on a ticket bought through an online travel agency or another agent, DOT says to contact the agent directly. This does not prevent you from contacting the operating airline about what to do while you are stranded or waiting. See DOT’s refund guidance.
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What to say to the airline
Be brief, specific, and clear about the outcome you want. Have these details ready:
- Passenger name and booking reference.
- Flight number, travel date, and route.
- What changed and when you were notified.
- Your immediate request: rebooking, rerouting, assistance while waiting, or refund information.
- Any time constraint that affects the options, such as a connection or a need to reach your destination by a particular time.
For example: “My booking reference is ABC123. Flight XY456 from [origin] to [destination] on [date] was cancelled. Please tell me my rebooking or rerouting options and what assistance is available while I wait. I do not want to accept a refund or voucher until I understand the available options.”
Ask the representative to explain what accepting an offered alternative means for your other options. In some cases, choosing a refund, voucher, or replacement flight can affect what you can claim afterward.
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What records to save
Keep a single folder or email thread with the documents and details that show what happened and what you requested. Save:
- Your itinerary, ticket, booking confirmation, and any receipt showing who sold the ticket.
- Cancellation or delay notices, app alerts, emails, and chat transcripts.
- The date and time of each contact, the channel used, and the name or role of anyone you spoke with.
- Written offers from the airline and your response to them.
- Receipts for expenses related to the disruption.
If you later file a written complaint, include the complete booking and flight details and attach relevant supporting documents. DOT describes these complaint details in its complaint guidance.
What help or remedy might apply?
There is no single refund, rebooking, care, or compensation rule that applies to every disrupted trip. The answer depends on the route, operating carrier, type and cause of disruption, and the rules in force for that itinerary. Ask the airline what it is offering, but check the official rules for your route before deciding whether to accept a remedy.
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For flights covered by EU passenger-rights rules
EU rules cover specified journeys: flights within the EU regardless of airline; flights departing the EU for a non-EU destination on an EU or non-EU airline; and flights arriving in the EU from outside the EU when operated by an EU airline, subject to the conditions in the official guidance. For a cancellation, the guidance describes a choice among reimbursement, rerouting at the earliest opportunity, or rerouting at a later date, along with assistance while waiting. Compensation has additional conditions. Read the Your Europe air passenger rights guidance for the details that apply to your case.
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For a departure delay on a covered flight, the assistance threshold depends on distance:
| Flight distance or type | Assistance threshold in the EU guidance |
|---|---|
| 1,500 km or less | 2 hours |
| Intra-EU flights over 1,500 km, and other flights between 1,500 and 3,000 km | 3 hours |
| Other flights | 4 hours |
The EU guidance also says that a departure delay of at least five hours can allow reimbursement and, where relevant, a return flight. These thresholds describe the EU guidance; they do not establish rights for flights outside its scope. Consult Your Europe’s current rules for eligibility and conditions.
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When a disruption occurs, make yourself known to the airline before arranging your own alternative. The EU advises passengers to do so to avoid having to make their own arrangements. Keep the airline’s response and any proposed remedy in writing where possible.
For flights covered by U.S. refund rules
Under DOT guidance, when an airline cancels or significantly delays or changes a flight, a passenger who does not accept the significantly changed flight, rebooking, voucher, or other offered alternative may be entitled to an automatic refund. For qualifying refunds, DOT gives a deadline of seven business days for credit-card purchases and 20 business days for cash purchases, measured after the airline becomes aware that the passenger does not accept the alternative. If an agent sold the ticket, contact that agent directly for the refund. See DOT’s current refund guidance for what qualifies as a significant change and other conditions.
Check whether updated EU rules apply to your flight
The Council of the EU reported that updated passenger-rights rules were approved in July 2026. Approval does not by itself mean every new provision applies to every current trip. Applicability can depend on the effective date and the flight, so verify the current rules against your itinerary using official guidance. The Council’s update is at Council of the EU passenger-rights update.
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How to escalate if the airline does not resolve it
1. Send a written complaint to the airline
If the first conversation does not resolve the issue, use the airline’s published complaint channel. State the timeline, what you asked for, what the airline offered or refused, and the outcome you are seeking. Attach relevant records and keep a copy of your submission.
For covered U.S. service complaints, DOT says airlines must publish how to submit complaints. It says an airline must acknowledge a written complaint within 30 days and send a substantive response within 60 days. These are response deadlines for covered written complaints, not a guarantee that the airline will grant the requested remedy. See the DOT complaint process.
2. Contact the regulator for the itinerary
For an unresolved U.S. air-travel service complaint, submit it through DOT’s consumer complaint process. For EU-covered travel, complain to the airline first; if that does not resolve the matter, contact the relevant national authority using the route and jurisdiction guidance on Your Europe’s air passenger rights page. Identify the actual route and operating carrier when seeking help, since those details can determine which rules and authority apply.
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