Problems during your flight?

Know your rights as an air passenger




















Write down all of the details concerning your flight incident and ask for a written statement from the airline.


Save all documents, tickets, boarding passes and other related documents.


Be careful with accepting vouchers. These are often difficult to exchange and have a limited validity. They may also limit your right to compensation.


Ask your travel agent for help upon return. Above all, always remain calm and try to enjoy your journey.

Flight Cancellation

If the flight for which you had a confirmed reservation is cancelled, then you may be entitled to compensation. If, upon arrival at the airport, you discover that you have been re-routed onto a different flight, you may also be entitled to a financial compensation.

Compensation

The amount of compensation that you may be entitled to receive is set by the distance of the flight in combination with the ultimate arrival delay as a result of the incident. If you fall within the scope of the Regulation, you are entitled to:

  • € 250 for all flights of 1,500 kilometres or less;
  • € 400 for all flights between member states of the European Union of more than 1,500 kilometres and for all other flights between 1,500 and 3,500 kilometres;
  • € 600 for all other flights not falling in one of the above categories.

The difference between the scheduled arrival time of the original flight and the actual arrival time of the replacement flight also influences the level of the compensation. The compensation will be reduced by 50% if the replacement flight does not exceed the scheduled arrival time:

  • by two hours, in respect of all flights of 1,500 kilometres or less;
  • by three hours, in respect of all flights between member states of the European Union of more than 1,500 kilometres and for all other flights between 1,500 and 3,500 kilometres;
  • by four hours, in respect of all other flights.

An airline is obligated to offer you a new flight, or to offer you a full refund of that part of the ticket you did not use if you decide not to continue your journey.

Cancellation/Delay statement from the airline

When confronted with flight delay or cancellation, always request a written statement from the airline. This is needed if you have purchased a cancellation or travel insurance. The written statement can be used as proof to support your claim for financial compensation within the legal framework of the EC Regulation 261/2004.