When travelling by plane, one of the most unpleasant things that can happen is having to wait for hours at an airport because of a delayed flight, or even worse, a cancelled flight. In most cases, airlines do their best to handle the situation and take care of their passengers. However, it is good to know that depending on the circumstances, if your flight is denied boarding, cancelled or severely delayed, you are entitled to refreshments and food, accommodation (if overnight accommodation is required), and access to means of communication. In certain cases, you are also entitled to monetary compensation. If you have reason to believe that your rights have been violated, contact us.
DELAYED FLIGHT
After the second hour of the flight delay the airline must provide you with food and drinks during your stay, the possibility of telephone calls or electronic messages, as well as hotel accommodation and transfers between the airport and the hotel when the flight is expected to take off the next day.
Keep your receipts in case the airline doesn't take care of your expenses, then you can claim them back.
If your flight is delayed for more than 3 hours compared to the originally announced arrival time, the airline will be liable for financial compensation for the inconvenience caused. Compensation is due even if the airline has provided you with an alternative flight, a refund of the ticket price, free food and drink or free hotel accommodation.
If your flight is delayed for more than five hours you have the choice of re-routing or, if you choose not to travel, a refund.
CANCELLED FLIGHT
In case the scheduled flight is cancelled the traveller has similar rights to those of denied boarding.
If your flight is cancelled you have the choice of re-routing or refund.
If you choose to re-route, the airline must provide you with meals and drinks during your stay, the possibility of telephone calls or electronic messages, as well as hotel accommodation and transfers between the airport and the hotel when the flight is expected to depart the next day.
If the airline doesn't take care of you, keep your receipts for the expenses incurred, then you can claim them back.
You are entitled to monetary compensation if the airline has canceled your flight and you have been notified of the cancellation less than 14 days before the flight date. Monetary compensation for your inconvenience is due even if the airline has provided you with an alternative flight, a refund of the ticket price, free food and drinks or a free hotel.
MISSED CONNECTION
(if the flights are on a joint booking)
If you are travelling on several connecting flights and miss your next flight due to a delay, cancellation or denied boarding, you have the choice of re-routing or a refund for the unused leg and a return flight to your point of origin.
If you choose to re-route, the airline must provide you with meals and drinks during your stay, the possibility of telephone calls or electronic messages, as well as hotel accommodation and transfers between the airport and the hotel when the flight is expected to depart the next day.
Keep your receipts in case the airline doesn't take care of your expenses, then you can claim them back.
Compensation is available if you reach your final destination more than three hours late. You will be compensated for the inconvenience even if the airline has provided you with an alternative flight, a refund, free food and drink or free hotel accommodation.
ACCESS DENIED
If you have arrived on time at the gate for boarding and the crew refuses you boarding against your will, you are entitled to re-routing or a refund.
If you choose to re-route, the airline must provide you with meals and drinks during your stay, the possibility of telephone calls or electronic messages, as well as hotel accommodation and transfers between the airport and the hotel when the flight is expected to depart the next day.
You are also entitled to financial compensation from the airline for any inconvenience caused to you. This is due even if you have received an alternative flight, a refund of your ticket, free food and drink or free hotel accommodation.
Keep your boarding pass and ask the airline for proof of denied boarding.
No compensation is payable in the following cases:
- If you are denied boarding because you are travelling with an invalid passport or without a visa (if required);
- If you give up your seat voluntarily.
The value of the benefit is fixed depending on the route:
- less than 1500 km - €250
- between 1500 and 3500 km - €400
- over 3500 km - €600
*For flights within the EU, the maximum compensation is €400.
*If you have been re-routed to your final destination with a delay of up to 2, 3 or 4 hours depending on the length of the route, the benefit may be reduced by 50%.
No compensation is payable in exceptional circumstances (bad weather, terrorist act or strike). Note that to be exempted from paying compensation, airlines must prove that one of the listed reasons caused the flight problem.
If you want to make a claim for compensation against an airline or need assistance, please contact us.
See our service "Assistance in cases of violated air passenger rights”.
