Smart Tips for Handling Flight Delays and Cancellations

Last week was simply awful for air travelers. The combination of Microsoft’s CrowdStrike global IT outage (the largest IT outage in history) and Delta’s meltdown shows how fragile travel systems really are and why it’s so important to know what to do in those moments.

Watch a timelapse of airplane traffic on the day of the largest IT outage in history:

Some travelers were left stranded for days and out thousands of dollars. People missed surgeries, weddings, funerals, reunions, and more. Some are out non refundable costs like cruise trips, hotel rooms, and car rentals. 

Thanks to the summer resurgence of COVID and absolutely packed airports, the aftermath has only begun.

So, let’s say a similar situation happens again, will you know what to do? Here are the steps to take to navigate the chaos confidently.

1. Sign up for flight notifications

To get the most timely flight notifications, you have a couple of options:

• Through the airline’s app
• By enabling text alerts from FlightAware

There’s a third option, too—a subscription service called Flight Alerts or ExpertFlyer that you can use if you’re willing to pay.

Using the airline app

For most travelers, the airline’s app is the most convenient way to get timely information on upcoming flights, but it must be downloaded and active on their phone for it to work. 

If you have the airline’s app, you can set flight alerts and get notifications about:

• Day- of-travel delays and cancellations
• Departure reminders
• Gate change notices

To get text and email notifications, you must:

1. Download and activate the app
2. Provide your contact details

If you download the app and your flight details appear in the app, you should be good to go, but check your Account info to make sure your email and mobile number are saved. Otherwise, you may not receive updates.

Using FlightAware

FlightAware appears to be getting ready for travelers to sign up and receive text notifications about their flights; however, when I tried, the signup wasn’t quite working. This is something to be aware of and look forward to in the future.

In the meantime, you can still use the website, type in your flight number, and see in real-time where your plane is. This is especially helpful when you’re sitting at the gate, looking out the window, and there’s empty space where an aircraft should be.

2. Tend to your itinerary

Sometimes, the airline will email you when it makes even a minor change to your itinerary. These can be annoying, especially when the difference is just a few minutes, or there’s a new flight number.

Still, it’s important to tend your itinerary.

• Emails can end up in your SPAM folder.
• Some airlines only send notifications if you’re within a few months of departure.

If you’re not keeping an eye on things, you could end up with a significant change in your plans, and you wouldn’t even know it. Check in on your travel itinerary every couple of weeks before a trip, just to be sure.

3. Stay ahead of the others

The airline updates don’t happen immediately. Think about it: how often have you been sitting happily at the assigned gate as the time to board ticks closer and there’s no aircraft at the other end of the gate?

When a flight is delayed, it can take time for the airline to inform the staff and customers.

To get ahead of everyone, do two things:

1. Track your flight in real-time for a fairly accurate picture of the flight’s status:
   • On an iPhone, text the flight number preceded by the airline code into a text message to yourself, like this: UA 2456 (United Airlines flight number 2456)
   • On an Android, search the flight number preceded by the airline code for info.
2. Keep an eye on your flight using FlightAware.
   • Type the flight number in to see where the plane is right now, along with detailed delay info.
   • You can also Notify a friend of your flight status by clicking Get Alerts (or send it to yourself!).

Pro tip: Check the flight status first thing in the morning when you get up on the day of a flight. I can’t tell you how many times I’ve gotten up good and early for the first flight out, only to find out it was delayed when I arrived. Save yourself some time and check when you wake up.

Once you realize a flight will be delayed or canceled, you can start to make decisions.

4. Know the rules

It’s best to look these up ahead of time and on the day of your adventure. When things go wrong, the airlines post information about day-of travel waivers on their websites. 

If the airline makes a significant change to your flight, you have the right to:

1. A full refund
2. A different flight (without a change fee or extra costs)

The key is what the airline you’re flying on defines as ‘significant,’ and it varies slightly by airline – that is, up ‘till now. 

In 2024, the US DOT announced that passengers have a right to an automatic and prompt refund if:

• Departure or arrival times are changed more than 3 hours domestically and 6 hours internationally
• The changed flight departs from or arrives at a different airport than you intended
• There is an increase in the number of connections
• You are downgraded to a lower class or service
• Connections at different airports or flights on different planes are less accessible or accommodating to a person with a disability

Under federal law, if your flight is canceled, you’re owed a full cash refund. The airline may offer a voucher or points instead, but don’t accept them. This is true even for basic economy tickets!

The airline may choose your replacement flight for you, but you don’t have to accept it. You can ask for an alternative or a refund. The trick is getting through to an agent and looking up the airline’s contract of carriage—that’s important because the airline is going to give you what’s convenient for them. You can find the airline’s contract of carriage on their website.

Bonus: If you are flying to, from, or within the European Union and your flight is canceled less than 14 days prior to departure, you have the right to be reimbursed for the unused portion of your flight, assistance with rescheduling, as well as additional compensation.

5. Reach customer service quickly

Most airlines have a policy that if they change your itinerary significantly, typically 90-120 minutes, they will work to get you on the best flight alternative.

If you’re a loyalty member of the airline and have the app installed on your phone, you’re already two steps ahead. Most airline apps now let you chat with an agent, and it’s by far the quickest way to get answers to your flight problems.

1. Open the app.
2. Locate the Contact Us.
3. Check for a phone number and/or chat option (or both!).

You can even start a phone call and chat at the same time—just use one earbud to listen for announcements from the gate agents, too.

Pro tip: If you can’t get through on the US lines, try the foreign country numbers to see if you can get an agent on the line.

Have your confirmation and flight number on hand and know what you’d like the agent to do for you.

• If the flight is significantly delayed, do you still want to travel?
  • If the answer is no, you have the right to ask for a refund. 
  • If the answer is yes, ask if you can fly to a nearby airport or reschedule with a confirmed seat.
• If the airline automatically shifts you onto another flight, maybe the next day, you can accept the new flight or contact the airline for a better option. 
• If the flight they want you to take doesn’t work with your travel plans, try flying to or from a different airport or on a partner airline. Knowing what’s nearby helps in this situation.
• If all the flights are canceled, you will be in the same boat as everyone else, so speed is your best defense if you know what you want.

Don’t worry if the fare for a new flight is higher than you paid for; if there’s an open seat, the airline will likely move you to the flight you request without extra charges. Just make sure you have a confirmed seat. Otherwise, you may be on standby.

Final word

Finally, implementing these tips on all your trips will help when things go wonky:

• Pad your travel schedule with an extra day on either end.
• Fly with a carry-on only and fully charged devices to stay nimble. 
• Stay aware and patient to keep calm in the chaos. 
• Pack snacks to help you stay comfortable.

Related topics

• Tips for surviving long flights
• Does travel insurance cover missed flights?
• Game-changing airline ticket updates