What to do in the first minutes when a flight is cancelled

Stay close to the counter or gate

Do not move away from the airline counter or gate area — staying near the front of the queue gets you an alternative solution faster than wandering off to search for information elsewhere and rejoining the line later.

Document everything from the start

Take a photo of the display board showing the cancellation announcement and keep your original boarding pass: these are useful proof for any subsequent refund or compensation request. Ask for the available options in writing — refund, alternative flight, rebooking on another airline — rather than settling for a verbal explanation that will be hard to prove later. At the same time, verify immediately which compensation tier you are entitled to based on flight distance and advance notice received.

Work on multiple channels simultaneously

While waiting at the counter, contact the airline independently via app or phone: remote customer service sometimes offers faster solutions than those available in person at the airport. You are also free to check alternatives with other airlines, and if your carrier does not offer timely solutions, book a replacement flight at your own expense and then request reimbursement.

If traveling in a group, divide responsibilities

When traveling with others, assign from the start who speaks with staff and who manages external communications — this prevents everyone crowding the counter at once and creating confusion. If the cancellation arrives by email or app notification well before departure, respond immediately confirming your choice between refund and alternative flight, rather than waiting passively for further communications.

Acting methodically in the first minutes, rather than being overwhelmed by frustration, significantly increases the chances of getting a quick resolution for your entire travel group.