We’ve all been there—waiting impatiently at the airport, checking the screen to see when our delayed flight will finally take off. There are many reasons why a flight gets cancelled or delayed, which can include crew shortages, technical issues, bad weather, late aircraft arrivals and more.

It’s also a common frustration, especially considering that according to the Transport Ministry, 24% of flights between January and August 2024 were delayed. That’s over 61,000 flights across Malaysia, affecting many travellers just like you.

The inconvenience of missed connections, long hours spent in crowded terminals, and the uncertainty of when or how you’ll reach your destination can be overwhelming.

But don’t fret, as there are steps you can take to manage the chaos and stress to make the best out of a bad situation. Below, we’ve outlined a guide to reduce stress and navigate disruptions like these with more confidence.

  

Before You Fly: Preparation is Key

Check Your Flight Status Regularly

First, you should keep track of your flight status regularly to avoid unnecessary surprises at the airport. Instead of waiting until the last minute, use flight tracking apps like FlightAware or your airline's mobile app to track your flight in real-time. These tools help monitor potential delays and stay ahead of any changes.

Also, remember to check your emails or messages as your airline must update you if your flight’s departure has been delayed in advance.

You can then adjust your travel time or even avoid the airport altogether if your flight has been delayed significantly, saving you time and stress.

Understand Airline Policies

Take note of your airline’s rules for rebooking and compensation as each airline has different policies for handling delays and cancellations, which can vary between international and domestic flights.

If you're flying internationally, there may be additional considerations depending on the country and specific regulations. You’ll be well-informed and can make quick decisions in case of disruptions.

Knowing your rights can help you rebook a cancelled flight faster or claim compensation for long delays, making the experience more manageable.

Travel with Essentials

Lastly, remember to be prepared for all eventualities by packing a small travel kit with essential items to make long waits in airports much more comfortable.

Long delays can leave you feeling hungry, bored, or drained, so having a few snacks, a power bank to recharge your devices, toiletries like hand sanitiser or a toothbrush, a change of clothing to stay fresh, jackets to keep warm, and entertainment (like a book or headphones) can go a long way.

Being prepared with these essentials can transform an inconvenient experience into a much more bearable one, allowing you to stay comfortable and occupied while you wait for your next steps.

  

At the Airport: Handling a Delay

Remain Calm and Polite

So you’ve already arrived at the airport and discovered your flight has been delayed.

In these situations, you should remain calm and polite, especially when dealing with airline staff as they are working hard to resolve the issue as well.

The airline staff will check their policies to determine the type of assistance they can provide to make the delay more comfortable for their customers.

Explore Rebooking Options

If your flight is delayed, the first thing you’ll want to do is find a new route to your destination. Instead of waiting in long queues at the airline desk, use the airline’s mobile app to explore rebooking options.

Most apps will allow you to quickly find and secure alternative flights, which is often faster than waiting for an agent’s assistance.

Some airlines may also quickly recommend alternative routes in their apps. In some cases, you can also consider checking for options with partner airlines to obtain additional solutions.

Take Advantage of Compensation

Understanding your rights is key to securing compensation during a delay. Many travellers don’t realise that certain regulations—like the Malaysian Aviation Consumer Protection Code 2016 (MACPC)—entitle you to compensation if your flight is delayed for several hours or cancelled.

In the MACPC, it is stated that if your flight gets delayed for two hours or more, you are entitled to free meals, refreshments, limited telephone calls and internet access.

If the delay is more than five hours, you can request a full refund within 30 days or hotel accommodation and transport. Familiarising yourself with these rules can help you make sure you get what you're owed.

  

When Your Flight is Cancelled

Rebook Immediately

You may already know what to do if your flight is delayed, but what about flight cancellations? The first thing you should do is rebook your flight as soon as possible.

Head straight to the airline desk or use their mobile app to explore new options. Airlines often prioritise rebooking for passengers at the counter, so you might get quicker assistance.

If the airline can’t get you on the next available flight, ask if they have partnerships with other airlines that might offer a quicker route to your destination.

Consider Alternative Transportation

If you're stuck and rebooking a flight takes too long, consider other forms of transportation, especially for shorter distances.

Renting a car or taking a train can sometimes be faster and more reliable than waiting for another flight. For example, travellers in Europe often find that trains can be a great option and can be quicker than waiting for a cancelled flight to be rebooked.

It’s worth checking if there are other ways to continue your journey while you wait for a new flight.

Ask for Amenities

Don’t forget to ask for amenities like food or lodging vouchers. Airlines typically provide meal vouchers or hotel accommodations if your cancellation causes a significant delay.

If you’re stuck for several hours or overnight, ask the airline staff about these options to make your wait more comfortable. It's a simple step that can make a big difference in handling the inconvenience of a flight disruption.

The MACPC also states that travellers can opt to reroute their flight which will be arranged by your airline at no extra charge.

Another alternative is choosing to fly to another airport that is near your destination, which will also be handled by your airline as compensation.

  

Long-Term Solutions: Avoiding Future Hassles

Choose Flights Strategically

One of the easiest ways to avoid delays is to choose morning flights instead. Morning flights are less likely to be delayed compared to later ones because airlines often experience fewer operational disruptions early in the day, and airports are typically less congested.

Additionally, if there happens to be weather disruption, it will tend to accumulate over the course of the day, making evening flights more vulnerable to delays.

Hence, booking an early flight can help you avoid the ripple effect of delays caused by earlier flights.

Invest in Travel Insurance

While you can’t control the weather or airline operations, travel insurance can give you peace of mind when things go wrong.

Comprehensive travel insurance plans often cover flight cancellations, delays, lost baggage and more, potentially saving you from costly rebooking fees or hotel stays during unexpected layovers.

For instance, if your flight is delayed for a specific period or cancelled, most travel insurance will provide compensation which is especially helpful if you're travelling internationally or on a tight budget.

Enroll in Loyalty Programs

Joining a frequent flyer or loyalty program can be a game-changer when it comes to handling cancellations and delays.

Airlines tend to prioritise their loyal customers which means their premium members often get priority access to rebooking, compensation, and other benefits during disruptions.

  

Practical Tips for Staying Comfortable During Long Delays

Find a Quiet Spot

If you're stuck at the airport for an extended period, one of the best things you can do is find a quiet spot to relax and escape the noise of the terminal.

Many airports have dedicated rest areas or even lounge access that can provide a more peaceful environment with comfortable seating, power outlets, shower areas and sometimes even complimentary snacks.

Some airports even offer nap pods, which give you a cosy, private space to rest and recharge while you wait for your next flight. These pods can be a lifesaver if you’re facing a long delay and need a place to relax away from the crowds.

Stay Occupied

When faced with unexpected delays, staying occupied is key to making the time pass more quickly. Bring along a book, catch up on your favourite shows, or start a new podcast to stay engaged.

If you're travelling with a device, you can also use travel delay apps to stay updated on your flight status, which helps you feel more in control of the situation.

Keeping your mind engaged with entertainment or information can also help prevent frustration from building up.

Stay Connected

Long delays often mean long stretches without much to do, so staying connected can make all the difference. Take advantage of any free Wi-Fi the airport offers or invest in a lounge day pass to access a more comfortable, quiet space.

Airport lounges are often equipped with amenities like charging stations, food, drinks, and a more relaxed atmosphere, allowing you to unwind or catch up on work.

You can also download certain flight delay tracking apps that can help you find lounges within the airport, ensuring you have a comfortable place to spend your waiting time with better seating, Wi-Fi, and refreshments.

  

When All Else Fails: How to Escalate

Contact the Airline

If your flight is delayed or cancelled and you're not satisfied with the assistance you're receiving, it’s time to escalate the issue.

The first thing you should do is reach out to the airline. Approach the airline’s customer service desk or call their helpline and politely ask to speak with a supervisor or manager.

They often have more authority to resolve issues quickly and might be able to offer compensation or rebook you on another flight.

When escalating, it’s crucial to keep receipts handy, such as for meals, lodging, or other expenses incurred due to the delay so that you can provide proof for compensation.

These receipts can also make it easier to get reimbursement when you file a claim for flight delays with your travel insurance provider.

Seek Help Through Credit Cards

If the airline is unwilling to offer compensation or reimbursement, your credit card may be able to help. Check whether your credit card offers travel disruption benefits or sign up for one before your trip.

This can be incredibly helpful when the airline doesn’t cover your expenses, especially for long delays that cause you to miss connections or require overnight accommodation.

File a Complaint

If you're still not getting the resolution you need from the airline, filing a formal complaint with the authority overseeing the aviation industry can be an effective way to escalate the situation.

Document everything thoroughly, including your flight information, the airline’s response including any promises or commitments they make, and receipts for any expenses you’ve incurred.

This documentation will serve as a critical part of your formal complaint, and it’s essential for supporting your claim for a refund or compensation.

Malaysian travellers can file a complaint with the Malaysian Aviation Commission (MAVCOM) if they’re unsatisfied with the response from the airline after 30 days of their initial complaint. This is where the documentation comes in handy.

Your complaints can be submitted online through the FlySmart website and you can also check the status of your case. MAVCOM will usually reply within seven days, and it may take up to 30 days for your complaint to be resolved.

  

Conclusion

Flight delays and cancellations can throw a wrench in your travel plans, but with a proactive approach, you can minimise the disruption.

Remember, you should rebook your flight quickly by heading to the airline desk or using the airline’s app. If you're facing a lengthy wait, consider alternative transportation, like renting a car or taking a train, especially for shorter distances.

Don't hesitate to ask for amenities like food or lodging vouchers, as airlines often provide these when delays are significant.

If necessary, you can also escalate the issue by asking for a supervisor or filing a complaint with MAVCOM. Another alternative is to consider utilising your credit card benefits.

Additionally, consider solutions like travel insurance which offers coverage for unexpected expenses, such as meals, accommodations, and rebooking fees. It’s a smart investment, especially for frequent travellers who want peace of mind knowing they’re covered when things go awry.

Ready to enjoy peace of mind during your travels? Check out these travel insurance options from Kurnia to protect yourself from flight disruptions and cancellations.

  

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Disclaimer: This blog post is strictly for informational purposes, and should not be taken as advice of any kind. Kurnia disclaims all responsibility for any losses resulting from reliance on the information contained in this article.