What to Do If Your Flight Is Cancelled or Delayed
Flight delays and cancellations are part of travel, and while they are frustrating, knowing what to do keeps a difficult moment from ruining your trip. Here is a calm, practical guide for when things do not go to plan.
First, get accurate information
Before you do anything, find out what is actually happening. Check the airport board and any message from the airline, whether by text, email or app, and confirm the situation before you act. Acting on a rumour or a half heard announcement wastes time and energy.
If your flight is delayed
Ask the airline about your options and how long the delay is expected to last. For longer delays, airlines often provide refreshments, and sometimes accommodation if you are kept overnight. Keep any receipts for costs you have to cover, as you may be able to claim them back.
If your flight is cancelled
When a flight is cancelled, you are usually entitled to either a seat on the next available flight, or a refund if you choose not to travel. Ask clearly which options you have, and decide based on your plans. Be polite but firm, as staff can often do more for a calm traveller than a frustrated one.
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Know your passenger rights
Air travellers in Nigeria have protections. The Nigerian Civil Aviation Authority sets out a passenger bill of rights covering delays, cancellations and what airlines owe you. It is worth knowing these before you travel, and you can read them on the Nigerian Civil Aviation Authority website. Knowing your rights helps you ask for what you are actually due.
Keep these handy in the moment
- Your booking reference and ticket details.
- A charged phone and a way to receive updates.
- Any receipts for meals or transport during a long delay.
Watch your connections
If your trip includes a connection, a delay on the first leg can affect the second. Tell the airline straight away so they can help you rebook the onward flight, rather than discovering the problem after you land.
Frequently asked questions
Am I owed compensation for every delay? Not always. It depends on the length of the delay, the cause, and the rules that apply. Check your passenger rights and ask the airline.
Should I take a refund or a rebooking? That depends on your plans. If you still need to travel, a rebooking is usually better. If the trip no longer works, a refund may be the right call.
What if I booked through an agent? A good travel desk helps you sort it out rather than leaving you alone with the airline.
Keep proof of everything
If a delay or cancellation costs you money, proof is what lets you claim it back. Keep your boarding passes, your booking details, and receipts for any meals, transport or accommodation you had to pay for. A photo of the departure board showing the delay can help too. Good records make any claim far easier.
Rebooking without losing your cool
When many passengers are affected at once, the queue for the airline desk can be long. While you wait, you can often also reach the airline by phone or app, and sometimes get rebooked faster that way. Being calm and clear about what you need, a seat on the next flight or a refund, helps staff help you.
Travel insurance can soften the blow
For longer or more expensive trips, travel insurance can cover some of the costs that delays and cancellations bring, from missed connections to an unexpected night in a hotel. Check what your policy covers before you travel, so you know what you can claim. It is one more reason to travel covered on an important journey.
Stay reachable and informed
Airlines send updates by text, email and app, so make sure your contact details on the booking are correct and your phone is charged. Turning on notifications from the airline app means you often hear about a change before it is announced at the gate. The sooner you know, the more options you have, whether that is rebooking early or adjusting your plans on the ground.
Look after yourself during long waits
A long delay is easier to handle when you are comfortable. Keep water, a snack, a charger and any medication in your cabin bag. If you are travelling with children or elderly relatives, a delay is harder on them, so plan for their comfort too. Staying calm and looked after helps you think clearly and make good decisions about your onward journey.
When to escalate
If you feel you are not getting the help you are entitled to, ask politely to speak to a supervisor, and refer to your passenger rights. Keep your tone calm and your records handy. Most issues are resolved at the desk, but knowing you can escalate gives you confidence.
Delays and cancellations are stressful, but a calm head and a little knowledge go a long way. When you book with Book with Hadey, our team is here if something goes wrong, so you are not sorting it out alone. Reach us any time and we will help you find the next step.