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Flight cancelled and the airline kept part of your money? How to check and claim it back

When a flight is cancelled, many passengers receive less money than they paid and do not know whether the deduction is allowed. The first question decides everything: who cancelled, you or the airline?

Last checked: ⁦2026-10-18⁩

First: who cancelled the flight?

If the airline cancelled or changed your flight in a major way, you are normally entitled to choose a refund of the unused ticket or a replacement flight. A cancellation fee should not be taken from you in that case.

If you cancelled a ticket yourself, the fare rules you accepted at booking decide what is refundable. Many cheap fares are non-refundable, but some parts (for example airport taxes and charges) can still be refundable. Ask in writing.

What airlines and agents commonly deduct

  • A cancellation or change fee under the fare rules.
  • The non-refundable part of a discounted fare.
  • A travel agent or online booking service fee.
  • Card or payment fees.
  • Voucher issued instead of cash (you can usually ask for money back if the airline cancelled).

Step by step: check and claim

  1. Ask the airline or agent for an itemised breakdown of every deduction. Do not accept one lump sum.
  2. Compare it with the fare rules shown at booking and with your booking confirmation e-mail.
  3. Write a formal complaint. Our free letter generator creates one in under a minute.
  4. If you paid by card and get no answer, ask your card provider about a chargeback for a service not delivered.
  5. If you booked through an agent, complain to the agent and the airline at the same time.
  6. Escalate to the regulator in the table below if the answer is unsatisfactory.

Refund rules by region

RegionWhat it generally saysWhere to complain
EU and Iceland, Norway, SwitzerlandAirline-cancelled flights: choice of refund or replacement flight; refund normally within 7 daysNational enforcement body
United KingdomSimilar rules for UK flights and UK airlinesAirline, then approved dispute resolution scheme
United StatesRefund to the original payment for cancelled or significantly changed flights, and a 24-hour free cancellation rule for many direct bookingsUS Department of Transportation
IndiaRefund rules set by the civil aviation regulatorAirSewa
Pakistan and othersDepends on the airline's conditions and the national aviation authorityThe airline in writing, then the civil aviation authority

Rules differ by country and change over time. Treat this as a starting point and confirm with the regulator linked in the sources.

General information only

This guide is information, not legal or immigration advice. Rules and procedures change, so confirm with the official authority before you act. If you need legal help, speak to a qualified lawyer.

Questions and answers

Can the airline keep my money if it cancelled the flight?

In most regulated regions, no. If the airline cancelled, you can generally choose a refund or a replacement flight. Ask for it in writing and keep the answer.

Is a cancellation fee legal?

A fee can be legal if you cancelled a fare that allowed it and you agreed to the rule at booking. Ask for the exact fare rule and compare it with what was deducted.

How long should a refund take?

It depends on the region and payment method. Under EU rules the refund for an airline-cancelled flight is normally due within 7 days. Always ask the airline for the date in writing.

The airline gave me a voucher. Can I get cash instead?

If the airline cancelled your flight, you can usually insist on money back to your original payment method. Vouchers are normally optional.

I booked through a travel agent. Who refunds me?

Complain to both. The agent holds your booking, but the airline decides what is refundable on the ticket.

Sources

Facts were read in these sources on ⁦2026-10-18⁩. Reported means a news source said it and we could not confirm it on an official site.

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