A text at 10pm. Or an email you catch on the way to the airport. Your flight is cancelled. The airline wants you to "click here for your options" — a link that leads to a form, a phone queue, or worse, a pre-ticked travel voucher.
This guide skips the abstract rights talk. It tells you exactly what to do, in what order, and what you can demand — whether you're still at home, on your way, or already at the gate.
What the Airline Is Required to Offer You
A cancelled flight doesn't end the airline's contractual obligations. It triggers them. EC Regulation 261/2004 sets out precise, immediately enforceable duties — and if your flight departed from an EU airport, or was operated by an EU-based carrier flying into the EU, it applies to you.
Full refund or rerouting — your choice, not theirs
You're entitled to one of two options, unconditionally:
Option 1 — Full refund. You don't want to travel, or the alternatives on offer don't work for you. You're entitled to a complete refund of your ticket within 7 days, to your original payment method. Not a credit note, not a voucher: money back. If your trip had multiple legs and you've already flown the first one, you can also request a return flight to your departure point at the airline's expense.
Option 2 — Rerouting. You still need to get to your destination. The airline must offer you an alternative flight under comparable conditions, "at the earliest opportunity" — or on a later date of your choosing, subject to availability.
This choice is yours to make. The airline cannot make it for you, and cannot substitute a voucher for a cash refund.
Immediate care if you're already travelling
If the cancellation catches you at the airport, or you've already started your journey, the airline must provide the following at no cost:
- Meals and refreshments in proportion to the waiting time
- Hotel accommodation if an overnight stay becomes necessary
- Transport between the airport and the hotel
- Two means of communication (phone call or email)
Keep every receipt. If the airline fails to provide these, pay upfront and claim afterwards — these costs are recoverable.
Are You Entitled to Financial Compensation?
Care and refund/rerouting are due in every case. The fixed-sum compensation is an additional layer, subject to separate conditions.
The 14-day notice rule
If the airline informed you of the cancellation less than 14 days before departure, you're in principle entitled to financial compensation. The clock runs in full calendar days, backwards from your scheduled departure time.
EC261 compensation amounts
| Flight distance | Standard compensation | If rerouted close to original time* |
|---|---|---|
| Flights ≤ 1,500 km | €250 per passenger | €125 |
| Flights 1,500–3,500 km | €400 per passenger | €200 |
| Flights > 3,500 km (non-intra-EU) | €600 per passenger | €300 |
* The 50% reduction only applies if the rerouting gets you to your destination within 2h (short), 3h (medium), or 4h (long haul) of the original scheduled arrival.
These amounts are per passenger. A family of four on a long-haul route is looking at up to €2,400.
When the airline can avoid paying compensation
The airline can be exempt from fixed-sum compensation if it can prove the cancellation was caused by extraordinary circumstances that could not have been avoided even with all reasonable measures. Accepted grounds: severe weather, air traffic control decisions, political instability, hidden manufacturing defects.
What is not an extraordinary circumstance: the airline's own staff going on strike (confirmed by the EU Court of Justice), a foreseeable technical fault, or a failed subcontractor.
If the airline invokes force majeure, ask for the specific reason in writing. "Operational reasons" is not a valid justification.
What to Do in the First Two Hours
Do not accept a voucher without reading the conditions
This is the most common trap. Many airlines offer a voucher at a slightly inflated value compared to the cash refund ("€180 in travel credit or €150 refund"). By accepting, you typically agree to terms that include expiry dates, route restrictions, and an inability to use the voucher against taxes and surcharges. You also waive your right to a cash refund under EC261. Don't click without reading.
Document everything immediately
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1Screenshot the notification with the timestamp visible
This is your primary evidence for the 14-day notice window. Do it before anything else.
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2Note the exact time you received the information
Write it down separately in case the screenshot is unclear. The precise time can be decisive if you're close to the 14-day threshold.
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3Save all airline communications in one place
Emails, SMS, push notifications. If you call customer service, note the time, duration, and the agent's name if given.
Reroute yourself if necessary — and recover the costs
If the airline fails to offer a workable solution within a reasonable timeframe and you absolutely need to reach your destination, you can reroute yourself — book another airline, find an alternative route — and claim the costs back.
"Reasonable" will be assessed objectively: if an economy fare was available, a self-upgraded business class ticket will be hard to justify. Keep every purchase receipt.
If the cancellation has also disrupted an onward connection, the rules differ depending on whether it was on a single ticket or a separate booking — see our guide on missed connections and EC261 rights.
Special Case: Cancellation Discovered at the Airport
You're at the terminal. No prior notification reached you. The departure board says cancelled.
Step 1: do not leave the airport without visiting the airline's desk. Request a written document confirming the cancellation, the stated reason, and the options you've been offered. This is essential evidence for any future claim.
Step 2: if the stated reason is vague ("technical issue", "operational reasons"), ask to see it confirmed in writing. Vague language often signals the airline knows it doesn't have grounds to invoke extraordinary circumstances.
Step 3: activate your travel insurance if you have it. EC261 covers your transport. Insurance may cover ancillary costs the regulation doesn't — including non-refundable accommodation booked at your destination.
Know before the airline tells you
Last-minute cancellations happen. Being blindsided by them doesn't have to. Flight Guardian monitors your flight from the moment you book — aircraft swaps, rotation risks, early signals on your flight number. When a cancellation becomes likely, you know before the airline's email lands — with time to act, choose, and not scramble.
Activate flight monitoring →Frequently Asked Questions
How exactly does the 14-day notice rule work?
It's counted in full calendar days, working backwards from your scheduled departure time. If your flight was at 10am on 15 July and you were notified at 9pm on 1 July, that's 13 days and change — under 14 days, compensation applies. The timestamp on the notification is what counts — screenshot it immediately.
The airline is claiming extraordinary circumstances — how do I know if that's legitimate?
Ask for the exact reason in writing. Weather disruptions are verifiable (NOTAM records, meteorological data). An airline's own cabin crew or ground staff going on strike is never an extraordinary circumstance under EU Court of Justice case law. "Operational reasons" is not a valid justification. If in doubt, a specialist can assess the strength of the airline's position before you file a claim.
I have a non-refundable hotel booked at my destination — who covers that?
No one, automatically. EC261 only covers transport. For non-refundable accommodation, two avenues: travel insurance with a cancellation guarantee, and a direct request to the hotel — most properties will offer to rebook rather than refund outright, especially with proof of the cancellation.
Voucher or cash refund — do I have a choice?
Yes. The right to a cash refund within 7 days is absolute under EC261. An airline cannot make it conditional on accepting a voucher. If only offered a voucher, refuse in writing and explicitly request a refund to your original payment method. Keep a record of that request.
How long do I have to claim EC261 compensation?
It depends on where the flight departed from. France: 5 years. Germany: 3 years. UK (UK261 post-Brexit): 6 years. Belgium: 1 year is recommended in practice. Don't wait — evidence becomes harder to gather over time, and airlines become less cooperative.
The Flight Desk is a premium travel concierge service. We are not a law firm. This article is for informational purposes only — for a complex claim or dispute, consult a specialist in air passenger rights.