Aviation ADR

How to deal with flight disruption

Dealing with delayed or cancelled flights

Find out when you will be able to fly

If your flight has been delayed or cancelled, try to find out when your airline will be able to fly you to your destination. You can ask at the airport, check the airline’s website (often the quickest way) or call them.

Cancelled or Delayed Flight Documents

If your flight has been cancelled less than 7 days before departure you could be entitled to compensation under UK261. Make sure to complain to the airline in this situation!

Remember: you can also escalate your Airline Complaint for FREE with AviationADR!

Start A Complaint

Decide whether you still want to fly

If you still want to get on the delayed flight, great!

If not, then remember:

Once you decide to take a refund – or to travel later than the first available flight -, your airline no longer has any obligation to provide you with food, drink, or accommodation.
If you’re on a package holiday and you decide not to travel on your outbound flight, you may also lose your holiday.
If you’re a Transfer Passenger, you’re entitled to a flight back to your original departure point.
If you have been delayed for more than 5 hours and no longer wish to travel, then you are entitled to a refund.

Your airline must get you there!

If you still want to fly, then your airline must get you to your destination.

You might have to be patient while they rearrange flights and rebook passengers, but the law says they must get you there.

Sometimes airlines may advise you to make alternative travel arrangements, then claim back the cost later. If you do this, try to keep costs down as much as you can, keep receipts and record the name of the person giving this advice. Rebook with the same airline if possible.

Keep as much evidence as you can

You may be entitled to compensation if your flight is severely delayed, so keep as much evidence of the delay as you can. Keep boarding cards and other documents too.

If you think you will need to claim expenses from your airline, get a full receipt (not just a credit card slip) for everything.

If a member of airline staff told you to make your own arrangements, note: who said this, when, and where? Also, ask them to put a note on your booking to this effect.

Source: CAA