Cancellation

If your flight is cancelled, you have the following rights under Regulation (EC) No 261/2004:

• At the airport, the passenger must receive written information on passenger rights.

• Rebooking on another flight (earliest departure date or later date chosen by the passenger depending on availability) or refund of the ticket price.

• Meals and refreshments in case of rebooking to the earliest possible time.

• Overnight accommodation and airport transfer between the accommodation and the airport if rebooking to the earliest possible date.

• Two free phone calls or faxes or e-mails.

• Compensation depending on distance:

 Flights between 0-1500 km on any route: 250 EUR

 Flights between EU Member States over 1500 km: 400 EUR

 Between 1500 and 3500 km between an EU Member State and a 3rd country: 400 EUR

 for flights over 3500 km between an EU Member State and a 3rd country: EUR 600.

In the following cases the passenger will not be compensated:

• The passenger was informed of the cancellation at least two weeks before the scheduled departure time; or

• was informed of the cancellation at least two weeks and at the latest seven days before the scheduled time of departure and was offered a rebooking, allowing him/her to depart up to two hours before the scheduled time of departure and to arrive at his/her final destination up to four hours later than the scheduled time of arrival; or

• the passenger has been informed about the cancellation of the flight within seven days before the scheduled time of departure and has been offered a rebooking, allowing it to depart up to one hour before the scheduled time of departure and to arrive at its final destination up to two hours later than the scheduled time of arrival.

• In case of extraordinary circumstances. The question of extraordinary circumstances may be decided by a national authority or a court.

• In addition, in certain cases, compensation may be reduced by 50% if a rebooking is provided which is slightly different from the original itinerary.

Useful tips in case of flight cancellation

• For cancellations within 14 days of departure and arrival delays of 3 hours or more, depending on the distance, you can get compensation of €250-400-600 if the flight problem was not caused by an extraordinary circumstance.

• Keep a constant eye on the airport displays for information on the status of your flight.

• Ask at the airline stand (if at the airport) for information on onward travel options.

• If you are not provided with meals, refreshments or accommodation, you can arrange this yourself, but keep your receipts and ask the airline to reimburse you when you get home.

• Phone and communication expenses can be justified by submitting your call list to the airline.

• It is important to note that in exceptional cases, the airline may decide to provide limited assistance or no assistance if this would cause further delay to passengers affected by the flight or others waiting due to rebooking or flight delays.

• We are not obliged to accept the rebooking option offered and may arrange our own onward travel if a refund is requested.

• Be aware that if refund requests are granted, the airline is not obliged to provide any additional assistance (meals, accommodation, etc.) and that the price of a new ticket purchased by us for a new flight may be significantly higher than the price of our original ticket.

• Be aware that if you change your booking from the earliest departure date to a later date, subject to availability, the airline is not obliged to provide you with any additional assistance (meals, accommodation, etc.).

• It is important to note that in the event of cancellation or delayed arrival, the enforcement authority of the Member State of departure is entitled to investigate the existence of extraordinary circumstances for flights from the EU, and the authority of the country of arrival for flights operated by an EU airline from outside the EU to the EU. The rules of the Regulation also apply in Switzerland, Iceland and Norway, so the EU includes these countries. The contact details of the authorities can be found here: https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en

• The most important thing to do before travelling by air is to be prepared and informed. We recommend the following to prevent and mitigate potential inconvenience and damage to property:

 Book your accommodation or other travel-related services in such a way that they can be cancelled if you are unable to travel to your destination. Always carry enough money (either cash or credit card) for unexpected situations;

 If you are travelling with children, bring more food and drink than usual to avoid longer waiting or travel times.

 Carry more of your regular medication for more days than planned.

 Have travel insurance, special insurance for certain travel services.

 Download offline public transport apps in your destination country.

 Be familiar with the contact details of the diplomatic mission in the destination country.