When the departure board flips to “Cancelled”, EU law gives you real options
It usually happens in a blink: one notification, one line on the airport screen, and your day quietly collapses into queues, gate changes, and “please wait” announcements. If your flight is cancelled in Europe, EU rules generally give you a choice between a refund or rerouting, plus “care” (food, communications, and sometimes a hotel) while you wait. In some cases, you may also be owed fixed compensation under EU261. This guide walks you through what to do in the first 15 minutes, what to ask for in writing, and how to escalate if the airline says no.
For readers planning trips this year, you may also want our broader explainer by The EuropeanTimes.news on travelling in Europe: what to know in 2026, which pulls together key cross-border travel rules and practical documentation tips.
The first 15 minutes: what smart travellers do before the queue moves
In the crowd, there are usually two types of passengers: those who wait in line with no plan, and those who quietly start building a paper trail. The second group tends to get outcomes faster.
- Take screenshots of the cancellation notice in the airline app and any SMS/email.
- Photograph the departure board showing your flight status.
- Save your booking confirmation and check-in proof (boarding pass or app screen).
- Write down the time you were informed and the reason given (even if vague).
Then, before you accept any “one-click” offer in an app, slow down and decide what you actually need: to get home fast, to arrive for a meeting, or to abandon the trip and recover your money. EU rules are built around that choice.
Data box: how often does this happen?
How many passengers are affected each year?
- A European Commission study referenced by the European Consumer Organisation (BEUC) estimated that in 2018, about 17 million passengers experienced flight cancellations and about 16 million experienced delays in the EU.
- The same BEUC factsheet reports that only about 38% of passengers entitled to compensation ultimately receive it.
Source: BEUC factsheet on air passenger rights (PDF) (citing a 2020 European Commission study).
Step 1: Confirm it is a “cancellation” and get proof in writing
Airlines sometimes describe disruptions in ways that blur categories. A flight can be “delayed” for hours and then quietly turned into a cancellation. Ask directly: Is this flight cancelled?
Then request written confirmation (email, app message, or a printed note) stating:
- that the flight is cancelled,
- the reason given at the time,
- the alternative offered (if any).
This matters later—especially if you must dispute a refusal based on “extraordinary circumstances”.
Step 2: Choose: refund, rerouting now, or rerouting later
Once a flight is cancelled, EU passenger-rights rules generally give you a choice between:
- Refund (reimbursement) of your ticket for the unused parts of the journey (and in some situations, also for parts already made if the trip no longer serves its purpose),
- Rerouting at the earliest opportunity under comparable transport conditions,
- Rerouting at a later date at your convenience (subject to seat availability).
The European Union’s official “Your Europe” portal summarises these rights and the typical scenarios where they apply. Your Europe: Air passenger rights.
Human reality check: when you’re standing in a crowded terminal, the “best” option is not universal. If you have children, medication, or an urgent connection, rerouting fast may matter more than compensation later. If you’re travelling for a non-refundable event that is now impossible, a refund may be the cleanest decision. EU law is designed to let you choose—so choose deliberately, not just quickly.
Step 3: Demand “care” now: food, communications, and sometimes a hotel
Even before any compensation question is settled, airlines can owe you basic assistance while you wait. This is often called the right to “care”. It may include:
- Meals and refreshments proportionate to waiting time,
- Two communications (calls, emails, or messages),
- Hotel accommodation and transport to/from the hotel when an overnight stay becomes necessary.
Many passengers miss this because they assume “care” is a goodwill gesture. It is not. It is part of the EU framework, explained in the official EU FAQ. Your Europe: Air passenger rights FAQ.
Practical tip: If staff are unreachable and you must buy essentials yourself, keep receipts and stay reasonable (think: basic meals, standard hotels, necessary transport). If you later claim reimbursement, “reasonable” is the word that tends to decide disputes.
Step 4: Check whether EU261 compensation may apply
Refunds and care are one thing. Compensation is another: EU Regulation (EC) No 261/2004 (commonly “EU261”) can require fixed compensation in certain cancellations, unless the airline can show that the cancellation was caused by “extraordinary circumstances” and that it took all reasonable measures.
You can read the legal text itself on EUR-Lex: Regulation (EC) No 261/2004 (EUR-Lex).
What passengers often misunderstand: “Extraordinary circumstances” is not a magic phrase that automatically ends the story. Airlines typically need to explain the specific circumstances and why they could not be avoided—even with reasonable measures. That is why written reasons and documentation matter.
If you want a country-level explainer with concrete examples, national authorities often publish plain-language guidance (useful when disputes arise locally). For example: Belgium: passenger rights under Regulation 261/2004.
Step 5: If the airline refuses, escalate without drama—just structure
When a cancellation turns into a long email exchange, many passengers lose momentum. Airlines know this. The best response is a simple, organised escalation path.
- Complain in writing to the operating airline (the carrier that was meant to fly the route). Attach screenshots, your written cancellation proof, and receipts.
- Ask for a reasoned reply (not a template). If they cite “extraordinary circumstances,” ask what, precisely, and what measures were taken.
- Set a clear deadline for a written response (for example, 14–21 days).
- Escalate to the relevant national enforcement or dispute-resolution route if the airline ignores you or refuses without a clear explanation (the “Your Europe” portal helps you identify official channels).
Human tip: Keep your tone calm and factual. You are building a file, not venting. A clean timeline (who said what, when) is often more persuasive than a long argument.
Why this topic keeps returning to EU politics
These rules matter because they are one of the EU’s most visible consumer protections: cross-border rights that ordinary people actually try to use in real time, in crowded terminals, under stress. They are also politically contested. EU institutions have been debating revisions to air passenger rights for years, and the file resurfaced again recently in Brussels policy discussions.
For a brief overview of where reform talks stand, the European Parliament Research Service (EPRS) summarised positions and proposals in early 2026. EPRS briefing: Revising air passenger rights (PDF).
A one-screen airport checklist
- Proof: screenshot + photo of the board + written cancellation confirmation.
- Choice: refund or rerouting (state it clearly; keep screenshots).
- Care: ask for meals, communications, hotel if overnight.
- Receipts: keep everything (photograph receipts immediately).
- Follow-up: written complaint to the operating airline; escalate if needed.
The bigger picture: rights that only work when people can use them
Cancelled flights are not just inconvenience; they are a test of whether rights are practical in the moment they are needed. EU rules are designed to create predictable remedies across borders—refunds, rerouting, care, and (sometimes) compensation. The difference between “rights on paper” and real outcomes often comes down to small, human steps: keeping calm, documenting everything, and insisting on clear answers.
