Buying things and services · Updated Oct 2026

The airline cancelled my flight and won't refund me

Under U.S. Department of Transportation rules in force since 2024, if an airline cancels or significantly changes your flight to, from or within the U.S. and you don't accept the new flight or a voucher, you are owed an automatic cash refund, even on a nonrefundable ticket. The refund is due within 7 business days for credit card purchases and 20 calendar days for other payment types. If you took the rebooked flight, you generally are not owed a refund.

This plan is general legal information, not legal advice. RobinClaim is not a law firm. Laws and deadlines change and have exceptions: check with the official source or a lawyer or legal aid office about your own case.

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Your plan

Do now

  1. Save the airline's cancellation or change notice, your booking confirmation and receipt, and screenshots of any offer.

    Why: You'll need proof of what was changed and when.

  2. If you answered “Changed or delayed it a lot” to “What did the airline do?”

    If the airline only gave your flight a new number and the times, airports and route did not change much, the U.S. DOT is currently not enforcing the refund rule for that case (until July 7, 2027). A real cancellation or a significant change still counts.

    Why: DOT announced this pause in the Federal Register (91 FR 41556, July 7, 2026).

  3. If you answered “No” to “Did you fly on the new flight or accept a voucher or credit?”

    If you don't want the new flight or a voucher, tell the airline clearly in writing (app, website form or email) that you reject the rebooking and want a refund to your original form of payment.

    Why: Rejecting the offer triggers the automatic refund rule.

  4. If you answered “No” to “Did you fly on the new flight or accept a voucher or credit?”

    Don't accept a voucher, credit or miles unless you really want it. Read the restrictions first.

    Why: Accepting compensation instead of a refund can end your right to cash.

  5. If you answered “Lost or badly delayed my checked bag” to “What did the airline do?”

    File a mishandled baggage report with the airline before you leave the airport, or as soon as possible.

    Why: A report is required to get your bag fee refunded for a significantly delayed bag.

  6. If you answered “Paid extra service (Wi-Fi, seat) not provided” to “What did the airline do?”

    Ask the airline to refund the fee for the paid extra (such as Wi-Fi or seat selection) you didn't get through no fault of your own.

    Why: Airlines must promptly refund fees for paid extras they didn't provide (14 CFR 260.4).

This week

  1. If you answered “No” to “Did you fly on the new flight or accept a voucher or credit?”

    Check your card or bank statement. A credit card refund is due within 7 business days; cash, check or debit within 20 calendar days.

    Why: These are the DOT 'prompt refund' deadlines.

  2. If you answered “Travel agent or booking website” to “Where did you buy the ticket?”

    If you bought through a travel agent or booking site that is the merchant of record, ask it for the refund too.

    Why: Ticket agents that are the merchant of record must give proper refunds for cancelled or significantly changed flights.

  3. If the refund isn't paid, file a complaint with the airline in writing. Airlines must acknowledge a written complaint within 30 days and send a real answer within 60 days.

    Why: This is a DOT rule (14 CFR 259.7(c)). It creates a record and often resolves the issue.

  4. If you answered “I flew on the new flight” to “Did you fly on the new flight or accept a voucher or credit?”

    If you flew on the new flight but the delay was within the airline's control, check the airline's customer service plan on DOT's dashboard for meal, hotel or other commitments.

    Why: You may be owed amenities even without a refund.

If it's not resolved

  1. File a complaint with the U.S. Department of Transportation.

    Why: DOT enforces the refund rule; airlines must answer DOT complaints.

  2. If you paid by credit card, dispute the charge with your card issuer as a billing error for services not provided. Send it so it arrives within 60 days after the first statement that showed the charge.

    Why: Card disputes are a separate path that can work in parallel.

  3. If you are still owed money, small claims court is an option for the fare and fees.

    Why: Small claims is designed for people without lawyers.

Deadlines

Airline refund after you reject a change or don't respond

General rule: 7 business days (credit card) or 20 calendar days (other payments) (14 CFR 260.2, 260.6)

Official source

Voucher or credit offered instead of a refund must stay valid

General rule: At least 5 years from issue (14 CFR 260.6(c)(2))

Official source

Credit card dispute for a flight not provided

General rule: Within 60 days after the first statement showing the charge (12 CFR 1026.13(b))

Official source

Airline's answer to your written complaint

General rule: Acknowledge within 30 days; substantive written response within 60 days (14 CFR 259.7(c))

Official source

Renumbered flights (same times and route)

General rule: DOT is not enforcing the cancellation-refund rule for flights that were only renumbered without a significant change, until July 7, 2027 (91 FR 41556)

Official source

Documents to gather

  • Booking confirmation and receipt
  • Cancellation or change notices (email, text, app screenshots)
  • Any voucher or rebooking offers and your reply
  • Mishandled baggage report number
  • Card statement showing the charge and any refund

Letters you can send

Fill in the blanks; the letter updates as you type. Copy it, print it or save it as a text file. Nothing you type is sent or saved: it stays on this page until you close it.

Airline refund request

Rejects the rebooking or voucher and asks for the refund owed under DOT rules.

[Today's date]

To: [Airline] Customer Relations

Re: Refund request, confirmation [Confirmation code]

My flight [Flight number] on [Original date] was [What changed]. I do not accept the rebooked flight or any voucher, credit or other compensation. Under the U.S. Department of Transportation's refund rule (14 CFR Part 260), I request a full refund of $[Amount paid], including taxes and fees, to my original [Payment method].

Please confirm the refund in writing.

[Your name]

Where to go

  • LocalThe airline (or the travel agent that sold the ticket)

    First, in writing.

  • FederalU.S. Department of Transportation - air travel complaints

    If the airline or agent does not refund you.

  • FederalDOT Refunds guide

    To check whether your situation qualifies.

  • LocalYour credit card issuer

    If you paid by card and the refund doesn't come.

    Use the number on your card

  • LocalSmall claims court

    If the business will not pay or fix the problem and the amount is under your state's limit.

Costs

DOT complaints and card disputes are free. Small claims filing fees vary by state.

Talk to a lawyer if

  • You were injured or treated in a discriminatory way during travel
  • A large group booking or tour package refund is refused
  • Your claim involves an international trip with large losses beyond the ticket price

Free help

Free civil legal aid is available to people with low incomes. Find your local program through the Legal Services Corporation (lsc.gov/about-lsc/what-legal-aid/i-need-legal-help) or LawHelp.org. The court's self-help center can also explain small claims options at no cost.

Guides for your state

Choose your state above for direct links to its pages.

Questions

What is the airline refund after you reject a change or don't respond?

7 business days (credit card) or 20 calendar days (other payments) (14 CFR 260.2, 260.6)

What is the voucher or credit offered instead of a refund must stay valid?

At least 5 years from issue (14 CFR 260.6(c)(2))

What is the credit card dispute for a flight not provided?

Within 60 days after the first statement showing the charge (12 CFR 1026.13(b))

What is the airline's answer to your written complaint?

Acknowledge within 30 days; substantive written response within 60 days (14 CFR 259.7(c))

What is the renumbered flights (same times and route)?

DOT is not enforcing the cancellation-refund rule for flights that were only renumbered without a significant change, until July 7, 2027 (91 FR 41556)

When should I talk to a lawyer?

You were injured or treated in a discriminatory way during travel; A large group booking or tour package refund is refused; Your claim involves an international trip with large losses beyond the ticket price.

How much does it cost?

DOT complaints and card disputes are free. Small claims filing fees vary by state.

Plans by state

This plan is the same in every state. Each state's RobinClaim page lists its courts, agencies and deadlines:

Sources

Plan checked Oct 2026. Independently fact-checked 2026-10-24.

This plan is general legal information, not legal advice. RobinClaim is not a law firm. Laws and deadlines change and have exceptions: check with the official source or a lawyer or legal aid office about your own case. How we research.