Flight delayed or cancelled: what to do next

By the Safarly team · Updated 15 November 2026 · 4 min read

If your flight is delayed or cancelled, speak to the airline first, keep every receipt and message, and check your rights on the official UK Civil Aviation Authority website. Your rights depend on where you fly from and to, and on the cause.

Delays and cancellations are stressful, but a calm first hour makes a big difference. This guide covers the practical steps. It is general information, not legal advice, and the rules can change, so always check the official source named below.

1. Find out what has actually happened

Check the airline's app, e-mail or text messages, and the departure board. Ask at the airline desk or contact them online. Note the new flight time, or whether the flight is cancelled, and ask what the airline will do for you. If you booked through an agent, tell them too, but the airline operates the flight and makes the decision on rebooking.

2. Ask the airline for your options

If a flight is cancelled, airlines normally have to offer you a choice, such as a refund or a new flight to your destination. The exact choices depend on the rules that apply to your journey. Ask for any offer in writing or by e-mail. Do not accept a voucher in place of a refund unless you are happy to.

3. Ask about care while you wait

For longer delays, the airline may have to provide meals and drinks, and a hotel and transfer if you must stay overnight. This depends on the length of the delay and the rules that apply. Ask what the airline will cover before you spend money, and keep every receipt if you pay for essentials yourself.

4. Keep everything

• Booking confirmation and e-ticket.
• Boarding pass, even if you did not fly.
• Messages from the airline about the delay or cancellation, with the reason given.
• Receipts for food, transport and a hotel.
• Your actual arrival time at the final airport, written down.

5. Know where your rights come from

In the UK, passenger rights on delays and cancellations are explained by the UK Civil Aviation Authority (CAA). Whether you are entitled to a refund, a replacement flight, care or compensation depends on where you flew from and to, which airline operated the flight, how late you arrived and what caused the problem. The CAA says a delay is measured by when you arrive at your final destination, and that compensation can apply if you arrive more than three hours late. It also says that for a long delay, you may be able to choose not to travel and get a refund. Compensation amounts and conditions are set out on the CAA website, so check them there rather than relying on figures from other sites.

6. Make your claim to the airline first

Write to the airline with your booking reference, flight details and what happened. Keep a copy. If you cannot agree, the CAA explains the next steps, including approved complaint-resolution schemes. Be careful with claims companies that take a share of any payout. You can usually make a claim yourself for free.

7. Missed connections

If you booked connecting flights on one ticket and the first is late, the airline should help you onward. On separate tickets, the second airline has no duty to wait, which is a real risk. Our guide to comparing flight prices explains why.

8. Before the next trip

Leave a sensible gap for connections, keep essentials in your cabin bag (see our packing guide), and read the airport check-in tips. Need a hotel near the airport, a transfer or an eSIM while you wait? See our travel extras. If you book through them, we may earn a small commission, at no extra cost to you. For flights, ask for a quote or message us on WhatsApp.

Quick answers

Who do I contact first when my flight is cancelled?

The airline that operates the flight. Use their desk, app or website, and ask for their offer in writing.

Where can I check my rights?

On the official UK Civil Aviation Authority website, in its delays and cancellations section. Your rights depend on your route, airline and the cause.

Should I use a claims company?

You can usually claim from the airline yourself for free. Claims companies normally keep a share of any payout, so compare before you choose.

Rules, fees and entry requirements change. This guide is general information, not legal advice. Always check official sources and your supplier's terms before you book.

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