Delayed flights

Flight disruptions in air transport can be inconvenient and costly for passengers.To help consumers enforce their rights, it is important to make consumers aware of their rights in the event of flight delays, cancellations, denied boarding and baggage problems. The most important information is summarised below.

If your flight is delayed on departure or arrival

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

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

• Meals and refreshments.

• Two free telephone calls, or fax messages or e-mails.

• Overnight accommodation and airport transfer between the accommodation and the airport, if the delay is justified.

• In case of an expected departure delay of 5 hours, the passenger may cancel the onward journey and request a refund.

• Passengers are not entitled to rebooking!

If, for any reason, the flight is delayed for 3 hours or more on arrival in the destination country, the passenger may be entitled to compensation of €250, €400 or €600, depending on the distance, similar to cancellation. The possibility of compensation in case of delayed arrival is not provided for in the EC Regulation but in a judgment of the Court of Justice of the European Union.

It is important to note that no compensation is payable if the delay of at least 3 hours is caused by an extraordinary circumstance (something unforeseeable and unavoidable). The question of extraordinary circumstances can be decided by a national authority or a court.