Flight cancelled: how to negotiate a refund with your airline

📌 Read in : Français (French)

You’ve – unfortunately – probably experienced this while en route to Rome, London, or Prague. A cancelled flight disrupts a trip far beyond the departure time that vanishes from the screen. Beyond the frustration, there’s a real issue: getting your money back quickly, receiving a refund for the cancelled flight, and, if the situation warrants it, obtaining compensation for the inconvenience suffered. The law governs these rights, but the outcome often depends on how you present your case and conduct the discussion with the airline. Here’s a negotiation method designed for travellers: structured, polite, but firm.

👉 To learn all about the refund rules, read this article (full overview)

The first rule is to speak the same language as the person you’re communicating with. In your exchanges, clearly distinguish between a ticket refund—which refers to the return of the money paid or, failing that, an offer of re-routing—and compensation, which is an additional amount paid to offset the cancellation when the conditions are met. This distinction isn’t a mere semantic detail: it avoids misunderstandings and reduces the temptation for an airline to settle the matter with a voucher. If you want the money back on your original payment method, state this explicitly in your first message. A clear request that calls a spade a spade speeds up the process.

Before clicking “send,” give yourself an hour to gather the necessary documents. A good case file fits into a single, clear file (PDF or Word), named with the date, flight number, and your initials. Include the booking confirmation with the PNR, the cancellation message stating the date and time, receipts for reasonable expenses related to the cancellation (hotel, transfers, meals if you are claiming them), and, if an alternative was offered or provided, the new boarding passes and the actual arrival time. This document organization has a tangible effect: it gives the relevant party the information they need to make a decision, without requiring three additional round trips.

Flight cancelled: which channel should I use to contact the airline?

The choice of channel is also important. The “Complaint” form on the website or app is your official point of entry: it generates a case number and lends credibility to your request. This should be your priority.

If you need a quick initial response, the messaging systems integrated into the applications are useful for obtaining an acknowledgement of receipt, verifying that your attachment is readable, and getting clarification on average processing times.

Social media, particularly private messaging, shouldn’t be overlooked: used effectively, it can expedite stalled cases, provided you remain factual and courteous. Finally, the telephone has one advantage: it allows you to clarify the company’s position directly. However, never agree to a solution verbally without immediately requesting a written summary. Documentation is your best ally.

A concise text, without superfluous information.

Your opening message should be brief, concise, and results-oriented. Three paragraphs are sufficient: summarize the facts (flight, date, route, cancellation), request a refund for the cancelled flight to your original payment method, and ask for your compensation claim to be reviewed if you believe you are entitled to it. Avoid digressions, even legitimate ones: agents process entire lines of calls, and a ten-line, dated, and well-structured message is more likely to get a “yes” than two pages of narrative. Politely indicate a reasonable response time—seven to ten business days—not to threaten, but to establish a timeframe you can use for follow-ups. Tone is as important as content: neutral, firm, and respectful.

The issue of a credit note almost always arises. Many companies offer it automatically. If you’re comfortable with this option, feel free. But if you expect a refund, refuse the credit note unequivocally! Write clearly that you do not accept the credit note and that you request a refund to the original card or account, including the booking reference.

What if it gets stuck?

If the airline cites “extraordinary circumstances” to deny compensation, don’t panic: acknowledge this and request a written explanation for their position, while maintaining your claim for a refund of the cancelled flight. In many cases, the standard argument falls apart when the facts are clearly presented. And if the case isn’t progressing, courtesy doesn’t preclude persistence: a first follow-up on day 7, a second on day 14, then announcing an escalation to a mediator or the relevant authority demonstrates that you are following your own timeline.

It’s tempting to multiply your channels at the slightest silence. Resist this tendency to scatter your efforts. Opt for a short but coherent chain of actions: initial submission via the official form, follow-up via the same channel citing the case number, support via the application’s messaging system to report the follow-up, and then, if necessary, a private message on social media to request assistance, reminding them that the claim already exists.

Throughout these steps, keep in mind that your strategy rests on three pillars: clarity (they know what you’re asking for), proof (they can make a decision based on the evidence), and consistency (they perceive reasonable and regular follow-up). Travelers who quickly obtain refunds for cancelled flights aren’t necessarily the loudest, but rather those who make the solution as simple as possible for the person responding to them.

Common roadblocks… and how to address them

• “We are offering a voucher, not a refund.” “I do not accept the voucher. I request a refund for the cancelled flight to my original payment method.”
• “Your request is being processed, please wait indefinitely.” “Please confirm in writing the amount and estimated repayment time.”
• “Extraordinary circumstances: no compensation.” “Noted. I maintain my request for reimbursement and would like a written explanation of your position regarding compensation for the cancelled flight.”
• “No response.” Follow-up on days 7 and 14, then announcement of escalation (mediation/authority).

Flight cancelled: use a specialist company!

The question of time and energy remains. Not everyone wants to turn a cancellation into a lengthy legal process. This is where specialist firms come in, who can handle your case.

AirHelp is the most well-known name among the general public, with a user-friendly interface, online tracking, and compensation that is usually commission-based, payable only upon successful completion of a claim. Other operators—including Flightright, ClaimCompass, and Compensair—offer similar services, with differences in positioning, commission rates, and service areas.

Using an intermediary to handle your claim has clear advantages: time saved, procedural expertise, the ability to respond to standardized refusals and to escalate the situation… without emotional involvement. On the downside, the commission takes a portion of the recovered funds, and you agree to relinquish some control over the timing and strategy.

If you choose this route, compare the terms and conditions before signing. Read the terms and conditions, check the percentage charged in case of a successful claim, and make sure the company handles both aspects – refund and compensation for the cancelled flight – and not just the compensation. Ask if your supporting documents, as prepared, are sufficient, and if you will be provided with a written summary of the planned steps. In short, demand the same level of transparency from your service provider as you would from the airline.

One last word about… your personal organization. As soon as a flight is announced as cancelled, create a small folder named after the trip, put everything related to the case in it, and jot down a memo with the planned follow-up dates. This quick step, which only takes a few minutes, gives your negotiation a solid framework. And when an agent opens your neatly organized file, ready for approval, you transform a travel inconvenience into a methodical exercise. It’s often at this point that things start going your way and you get the email you’ve been waiting for: the refund is approved, and the compensation claim is being processed.