What to Do Immediately When Your Flight is Canceled or Delayed

Memorial Day Weekend marks the unofficial start of the summer travel rush, and we've already seen two of the busiest travel days this year leading up to the long weekend. Last Friday and Sunday each recorded over 2.8 million travelers taking to the skies, making them the busiest days so far. United Airlines anticipates its most crowded Memorial Day weekend and summer season in its 98-year history.

Although airlines and the Transportation Security Administration (TSA) assure travelers that they are prepared for the busy season, the surge in travelers and increased air traffic can lead to more flight disruptions. Unexpected factors like storms, mechanical problems, or staffing shortages can heighten the likelihood of delays or cancellations. If you find yourself caught in transit due to an airline canceling or delaying your flight, here’s how to navigate the situation.

First, know your rights regarding compensation or rebooking on a new flight.

A recent regulation from the U.S. Department of Transportation (DOT) requires airlines operating in or out of the U.S. to provide immediate cash refunds for cancellations or significant delays. This rule is set to take effect in October 2024—unfortunately, not in time for this summer travel season.

In the meantime, the Aviation Consumer Protection website, launched by the DOT in 2022, can assist travelers in finding out what refunds or compensation their airline has promised in cases of cancellations or delays. It features a compensation table organized by airline to help users understand their options.

At present, airlines are not obligated to compensate passengers for delays or cancellations caused by factors outside their control, such as adverse weather. However, this is set to change in October. Additionally, airlines aren't required to refund fares when a passenger chooses to cancel or alter their booking.

Nonetheless, U.S. law currently mandates that airlines must provide refunds when they cancel, delay, or modify a flight, or when passengers are involuntarily bumped from an oversold flight or if issues arise due to the airline’s operations or staffing problems.

Furthermore, following increased scrutiny from the federal government this year, all major U.S. airlines have committed to offering meal vouchers for delays exceeding three hours, as well as transfers and hotel accommodations for overnight cancellations. They also pledge to rebook travelers on an alternative flight at no extra charge due to a delay or cancellation, and most will rebook them with partner airlines as well.

Steps to get rebooked on an alternate flight

If you wish to keep your travel plans intact, you’ll need to rebook onto another flight (unless your flight is merely delayed, not canceled, and you prefer to wait it out). If rebooking is necessary, here are some steps to follow.

Utilize your airline’s app to choose a new flight

If you’ve installed your airline’s app and linked your flight details to your account, you may avoid the hassle of interacting with a representative during a delay or cancellation. As soon as the airline becomes aware of any changes to your flight, they will notify you through the app. Whether your flight is delayed or canceled, you should have the option to rebook directly in the app (unless they have already placed you on a different flight). In such situations, it’s beneficial to act swiftly—remember, many other passengers are in the same predicament.

If your flight is merely delayed and you’re not in danger of missing a connecting flight, you may choose to remain with your original schedule. In this case, no immediate action is required, but it’s wise to monitor the likelihood of additional delays. You can do this by checking where your plane is coming from, then using a flight tracking app like FlightAware to see if it’s on its way. Your new departure time is far more likely to be postponed again if your plane hasn’t even departed from its origin yet.

If that doesn’t resolve the issue, speak with a gate agent or contact customer service

If rebooking through the app isn’t an option for a flight that works for you, it’s time to switch to plan B: reaching out to a gate agent or a customer service rep. Often, calling customer service can be faster than waiting to speak with someone in person. (Feel free to multitask by calling while you’re in line.)

Keep your cool and be friendly

It’s easy to understand the frustration travelers feel when flights are canceled or delayed. A bit of good old-fashioned friendliness can go a long way with a tired gate or airline agent who might be having a tough day (or even a tough year). If you’re on the phone with an agent who seems unhelpful, don’t hesitate to politely end the call and try again with someone else who may be more willing to assist. We get that it could mean another long wait with hold music, but it might be worth it.

Look into alternative flights with your airline, partner airlines, and even competitors

Before you call or speak to a gate agent, search for alternative flights with your current airline, partner airlines (especially for international routes), and even rival carriers. If you find a specific flight with available seats, it’s beneficial to mention that during your discussion—even if it’s not operated by your ticketed airline.

Don’t hesitate to approach a different airline and ask, ‘How can you help me get to [my destination]?’ advises Kathleen Bangs, a former airline pilot and spokesperson for FlightAware. In some cases, competing airlines may have agreements that allow you to transfer your ticket. Use Google Flights to explore all your available options.

Leverage your knowledge of passenger rights

Willis Orlando, a senior product operations specialist at flight-deal tracking service Going (previously Scott’s Cheap Flights), suggests that understanding your rights can give you an advantage when rebooking. He explains that if you contact an airline agent via phone or text and say, ‘I’m aware that I can request a refund and go home under the law, but I’d prefer not to. I have this itinerary I’d like to be rebooked on’—it often encourages them to assist you. You’re presenting a unique request that may prompt them to go the extra mile for you.

Reach out to your travel advisor, friends, and family

If you’ve utilized a travel agent, remember that they can act on your behalf. You’ve paid for their services, and when things go awry, it’s the perfect time to make the most of that support,” says Orlando.

You can reach out to a service that specializes in urgent air travel assistance, such as Cranky Concierge, which has trained staff to handle rebooking and research for a fee.

Another approach is to share your flight numbers and travel details with a reliable friend or family member who can monitor your flight status and send updates via text, or even assist with rebooking while you’re in transit. Orlando suggests, “It’s a good time to call in some favors.”

Receiving compensation during or after your journey

As previously noted, if you choose not to proceed with your travel plans, you are entitled to a full refund if a cancellation or significant delay was caused by the airline. Even if you continue your journey, you still have the right to compensation for the inconvenience.

Always remember to request frequent flyer miles

When an airline rebooks you onto a different flight after a cancellation, they should offer you miles as compensation for the inconvenience, especially if they don't provide other benefits like meal reimbursements or hotel accommodations, according to Bangs. She suggests asking the airline, ‘What can we do to make this right?’

If you don’t receive anything at the time of rebooking, you can pursue compensation by filing a complaint (typically online) with the airline you originally booked with.

Submit a complaint to the DOT

If the airline fails to cooperate in providing a necessary refund or assistance, you can file a complaint with the U.S. Department of Transportation, which can be done online. This may help ensure you receive a response from the airline.

No matter what happens, always be courteous

Above all, remember to (hopefully) enjoy your destination and show kindness to everyone assisting you, often in challenging situations. A shoutout to all the weary airport staff, pilots, flight attendants, air traffic controllers, and everyone else working hard to make our travel dreams a reality. Traveling is a privilege we should cherish.

This article was first published in 2023 and was updated on May 23, 2024, to reflect the latest information.