Are you at the airport and discover that your flight won’t be leaving? Here’s what you can do if your flight is cancelled.
You’ve arrived at the airport, thrilled at the prospect of your next trip, only to be told that you won’t be able to leave. The plane is overbooked, an impromptu strike is preventing take-off, or your plane is experiencing a technical problem. You’re standing in the concourse, your luggage on the cart and/or your bag on your back, wondering what to do. To help you through this unpleasant stage in a traveler’s life, here’s what airlines have to do in such circumstances, and what you can do at the airport in the event of a flight cancellation.
Airline obligations in the event of flight cancellation
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Airlines can cancel a flight up to 14 days before it is due to take place. Apart from refunding the ticket, they have no further obligations towards passengers. However, if you’re at the airport and learn that you won’t be able to take off, the airline that was supposed to operate your flight must take care of you. Depending on the situation and circumstances, you may be entitled to compensation once your journey has been completed.
Care and maintenance
In the event of a flight cancellation, the airline responsible must either offer you a flight under the same conditions and as soon as possible, or refund your flight. If you had scheduled connections, the airline will also cover them. To do so, they must be included in your itinerary. If you have booked a first flight to a first destination, then a second independent flight (i.e. under a different booking number) to a second destination, the airline will not be able to take the second ticket into account.
If your flight is cancelled and you agree to leave later, the airline is obliged to take care of you during the time between the two flights. They’ll pay for your food and drink, as well as a hotel room if your next flight doesn’t leave until the following day. The same applies if you have to take a cab to your hotel, for example. And all this, even if the cause of the cancellation is beyond his control. The same applies to connecting flights. Even if the situation is far from ideal, the company must support you in your efforts.
Compensation
What’s more, you have the right to claim compensation if the necessary conditions are met. The airline can only refuse compensation if the cancellation is due to an external event beyond its control (such as weather conditions). Compensation is calculated on the basis of the distance to be flown. This applies to flights within the European Union. It also applies to European airlines, as long as you are departing from or arriving in an EU country. However, if the flight cancellation concerns a journey outside the European Union, you’ll need to check with your airline.
There is, however, the special case of strikes and flight cancellations when it comes to compensation. If it was a strike that caused your flight to be cancelled, compensation may be awarded according to certain criteria:
- You were not given 15 days’ notice.
- The strike is internal to the airline: if it involves air traffic controllers, for example, they are not attached to an airline. The airline will therefore not pay you any compensation, even if the flight was cancelled only 3 days before departure.
Steps to follow at the airport
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If you’re feeling a little lost when faced with this unexpected situation, here are the steps you can take at the airport.
Step 1: Breathe
This situation is hard to live with. You may well be angry (especially when you’re told you can’t board due to overbooking). However, by being in a cooperative frame of mind, you’re bound to get more results than by being defensive. Another important point: the people you’re going to meet in front of you (or on the phone) represent the company. But they’re not responsible for managing reservations: it would be counter-productive to take it out on them. So take a breath.
Step 2: Go to your airline’s check-in counter
You’ll be able to get information on how to handle this flight cancellation. Here are the points to discuss with your contact:
- Can you get a seat on another flight? If so, when is departure? Is it from the same airport?
- If you’re able to take off on a flight the next day, how will you manage this time? Are there any hotels you need to prioritize? Do you have to pay in advance and then be reimbursed?
- What contact details should I use to make a complaint? Is it by post or is an online service available?
Agents are used to this type of event. They usually have a document containing all the information they need to resolve the situation.
Step 3: Notify those affected by your flight cancellation
Depending on your requirements and the length of your flight, this stage can be exchanged with the previous one. However, you’ll have more constructive information to give after you’ve been to your airline’s counter. Once you know if and when you’ll be leaving, you can adjust your planned stay.
So if you’re going to visit family or friends, give them a call or send them a message. If you had a business meeting scheduled, see if it can be rescheduled. You can also change the dates of your hotel stay. This won’t necessarily be feasible, but again, you can let them know you’re running late so that your room can be held for you.
Step 4: Keep your receipts
If you’ve managed to secure a seat on a flight that departs a few hours later, don’t forget to keep all your receipts. This will enable you to be reimbursed for any costs incurred as a result of the flight cancellation.
Step 5: request a flight delay or cancellation certificate
As mentioned earlier, depending on the circumstances of your flight cancellation, you may be entitled to compensation. Were you able to secure a seat on another flight? There’s one last step you need to take at the airport. To ensure that you have all the information you need to take further steps, remember to request a flight delay certificate. This is done when you (finally) arrive at your destination. Don’t hesitate to ask for it, even if you don’t know exactly what the airline’s compensation conditions are.
Once you’ve arrived at your destination, enjoy your stay. Once you’re back home, remember to file a claim if your flight cancellation meets the criteria set out above. You have 5 years in which to do so, provided you travelled within the European Union. However, we can only recommend that you take these steps within a few weeks of your misadventure.
Now you know what to do if your flight is cancelled. But we hope you don’t have to!