Delays, cancellations, and overbooking: What to do and what your rights are

There’s no worse way to start a trip than arriving at the airport, looking at the departure screens, and seeing a word no traveler wants to see: delay or cancelled. It’s one of the most common nightmares for any traveler. You’ve packed your bags, everything is booked, and the trip is all planned out… and suddenly, a delay or cancellation appears and changes everything.

In a situation like this, it’s normal to feel unsure about what to do. Should you go to the airline counter? What alternatives do you have? Can you claim any kind of compensation?

Although these kinds of unexpected issues can cause stress, uncertainty, and frustration, the good news is that passengers do have rights and there are options for handling these situations. In this article, we explain what to do when faced with delays, cancellations, and other flight disruptions, so you know how to respond in each case and can continue your trip with greater peace of mind.

If your flight is delayed…

A flight is considered delayed when it departs later than its scheduled time. However, not all delays grant passengers the same rights. In the European Union, under current regulations, airlines must provide assistance after certain waiting times, commonly known as the “2-hour rule.”

This means that when a delay reaches a certain length—depending on the distance of the flight—the airline is required to offer assistance.

The reference times are:

• 2 hours or more for flights of up to 1,500 km
• 3 hours or more for intra-EU flights over 1,500 km and for other flights between 1,500 and 3,500 km
• 4 hours or more for flights of over 3,500 km

Once these time thresholds are exceeded, the airline must provide basic assistance, which includes:

• Adequate food and drinks during the wait
• Two free communications (such as phone calls or emails)
• If the delay requires an overnight stay, hotel accommodation and transportation between the airport and the hotel
• If the delay in arriving at the final destination exceeds 3 hours, passengers may also be entitled to financial compensation, provided the delay was not caused by extraordinary circumstances such as extreme weather conditions or security issues.

If you see that your flight is delayed, the first thing you should do is go to the airline counter to find out how long the delay will be and what type of assistance you are entitled to receive.

If your flight is cancelled…

A flight is considered cancelled when it ultimately does not take place as scheduled, even though the passenger has a confirmed reservation.

If this happens when you arrive at the airport, the first thing you should do is speak with the airline to learn about your rights. You are entitled to basic assistance, which includes food and drinks, two means of communication, and—if necessary—hotel accommodation and transportation between the airport and the hotel.

In addition, the airline must offer you a choice between two options:

• Ticket refund, which must be issued within a maximum of 7 days, covering the full price of the flight or the part of the trip that was not completed.
• Alternative transportation to your final destination under conditions similar to your original ticket, either as soon as possible or at a later date that is convenient for you.

In many cases, passengers may also be entitled to financial compensation, which depends on the distance of the flight:

• €250 for flights of up to 1,500 km
• €400 for flights between 1,500 and 3,500 km or intra-EU flights over 1,500 km
• €600 for flights of more than 3,500 km

These amounts may be reduced by up to 50% if you accept alternative transportation that arrives at your final destination with only a limited delay.

One important thing to keep in mind is that there are two situations in which passengers are NOT entitled to financial compensation:

• When the cancellation is caused by extraordinary circumstances, such as extreme weather conditions or security issues.
• When the airline informs you of the cancellation sufficiently in advance and offers a reasonable alternative.

If your flight is overbooked…

Overbooking occurs when an airline sells more seats than are actually available on the aircraft. In some cases, you may be denied boarding even if you did not voluntarily give up your seat. When this happens, the airline is required to offer you:

• Financial compensation between €250 and €600, depending on the flight distance
• Assistance at the airport, including food, drinks, and accommodation if necessary
• An alternative flight to your destination
• A refund of your ticket

If you miss a flight due to a delayed connection…

In this situation, the key factor is how you purchased your flights.

• If all legs of your trip are part of the same ticket, the airline must take responsibility for the issue and offer you a new flight to your final destination or the appropriate refund.
• If you booked the flights separately and have two independent tickets with different airlines, each segment is considered a separate contract. If you miss the connection due to a delay on the first flight, the second airline is not obligated to rebook you or provide compensation.

For trips with connections, it is generally recommended to book all flights within the same reservation with a single airline. This provides greater protection if an unexpected issue arises during your journey. 

How to claim compensation step by step

If you are entitled to financial compensation, you may wonder how to request it. Airlines are not always very clear about this process. Fortunately, we are—here are the steps you should follow.

1. Keep all your flight documentation
   Save everything related to your trip: your boarding pass, e-ticket, confirmation emails, and any communication from the airline regarding the delay or cancellation. If the airline provides food, hotel accommodation, or transportation, keep the receipts as well in case you need to justify any expenses.
2. Confirm the reason for the delay or cancellation
   Ask the airline for an incident report or an official explanation of the reason for the delay or cancellation.
3. Submit a formal complaint to the airline
   File a formal claim with the airline. You can usually do this through the airline’s online customer service form or by submitting the official complaint form.
4. Wait for the airline’s response
   Airlines usually take several weeks to issue a decision. If your claim is accepted, they will explain the process for receiving your compensation.
5. If the airline does not respond or rejects your claim
   If you do not receive a response, or if your claim is rejected but you believe you are entitled to compensation, you can contact the Spanish Aviation Safety and Security Agency (AESA) or the equivalent authority in the relevant country to submit an additional complaint.

We hope that after reading this article, you now understand what to do and what your rights are when unexpected issues arise during your trip. This information can help you react more calmly and prevent a setback from ruining your trip before it even begins.