Air travel for work or leisure has become part and parcel of our lives in this globalised world. While most journeys go smoothly as planned, travel disruptions like delays and cancellations can happen unexpectedly.
Are you wondering what to do if your flight is delayed or cancelled? Or how you can get a refund if your airline goes bust? Different airlines and countries have varying policies that may be confusing to navigate. To help you out, here is some useful information and tips on how to handle travel inconveniences with minimum hassle and headache.
What if my flight is delayed or cancelled in Singapore?
Your airline should inform you in advance if your flight is delayed significantly or cancelled. You can avoid last-minute interruptions by checking your flight status at least 24 hours before your departure on the website of the airline or Changi Airport. You can also opt-in for flight notifications, which are sent to your phone.
When facing flight delays and cancellations, you have to contact the airline or travel agency with whom you’ve purchased your tickets. Not sure where to start? Skyscanner’s help page can point you in the right direction.
You can reach most airlines through the phone, on e-mail, as well as online forms or even social media platforms. As the phone line tends to be busy in the event of a last-minute delays or cancellations, it can take longer than usual to speak to someone who can help you. You may also be advised to wait for a response if your case isn’t considered urgent.
If you have booked your flight through a third party like an online travel agency (OTA), it’s best to check the OTA’s official policies and contact their service team. In the event that you’re seeking a refund, take note that some OTAs may charge a processing fee.
After a delay or cancellation, most airlines will assist you to get on the next available flight. Some airlines provide meal vouchers or accommodation depending on the duration of the delay. The delay has to sufficiently long for compensation and they vary for different airlines.
In Singapore, there are no laws that stipulate how airlines should compensate you for flight delays or cancellations. Airlines may delay or cancel flights based on the weather, political or public health conditions. They may also update their policies according to official health or travel advisories issued by the government. As such, check your airline’s website to understand your entitlement.
What if my flight is delayed or cancelled inthe USA or Europe?
Similar to a flight delay or cancellation in Singapore, you have to contact the airline or travel agency you booked with.
If your flight is delayed or cancelled in the USA, your airline should contact you in advance and assist you to get on the next available flight. The USA does not have laws which stipulate that airlines have to compensate for flight delays or cancellations.
The US Department of Transportation (USDOT or DOT) only specifies that passengers can get compensation if they are “bumped” from a flight that is oversold. Please check the official Department of Transportation website and their flight delays and cancellations page for more information.
If your flight is delayed in Europe, you may be entitled to European Union (EU) air passenger rights according to EU Regulation 261/2004 (or EC 261). You are entitled to compensation if the flight arrives at your destination more than three hours late, and fulfils these conditions:
- The flight was within the European Union (EU) and operated by either a EU or a non-EU airline.
- The flight arrives in the EU from outside the EU and is operated by a EU airline.
- The flight departs from the EU to a non-EU country and is operated by a EU or non-EU airline.
The amount of compensation will depend on a number of factors like the duration of the flight delay, the travel distance and if the airline offers another transport option.
If your flight is cancelled in Europe with similar conditions above, you have the right to reimbursement, re-routing or return, and proper assistance and compensation. Check the official EU website and the air passenger rights page for more information.
Lastly, please take note that airlines do not have to provide compensation if the flight delay or cancellation is caused by extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken.
What if my airline goes bankrupt?
If an airline goes bankrupt and you’ve purchased a flight with them, you should check the airline’s website and also the news. These two sources will likely provide information about alternative travel arrangements and refunds for affected passengers.
If you have booked your flight through a travel agent or tour operator, contact them, as they should be able to assist you. Also, if you have paid for the air ticket using your credit card, check with the credit card company if a charge-back, in which you can contest the charge and seek a refund, is possible.
Your travel insurance may also provide coverage for airline bankruptcy, so go through the fine print or get in touch with your insurer.
Recently, one of Europe’s regional airlines Flybe went bust and grounded all their flights. Passengers were unable to get a refund as the airline had gone into administration. As a result, some train operators offered free train rides for affected passengers, and airlines like British Airways and EasyJet offered cheaper air tickets to Flybe passengers. You can find out more here.
Sometimes the government may step in to assist passengers affected by bankrupt airlines which are unable to operate. In 2019, British company Thomas Cook collapsed and the UK government and the Civil Aviation Authority helped stranded travellers who departed from the UK to get back to the UK on repatriation flights.
Read this article for more information on what to do if your airline goes bust.
How can I get a refund for a cancelled flight?
First, you have to check the fare conditions of your ticket. You should be able to get a refund easily if you have purchased a refundable air ticket directly from the airline. However, some fees may apply. Please check the airline’s website or contact the airline to find out how much of a refund you are eligible for and how to apply for the refund. The refund will usually be credited to the credit/debit card used to purchase the ticket.
For air tickets with non-refundable fares, some airlines charge cancellation or refund fees and may refund taxes only. Please check your airfare terms and conditions.
Take note that airlines or OTAs may impose special refund policies to address events that differ from general circumstances, such as a widespread crisis. In such a situation, contact the company with which you booked your tickets for details.
Also, if you have purchased travel insurance, check with your insurer to see if your policy covers the disruption that you are facing.
