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.

Delayed

Delay

If you are faced with a delay, the airline is obligated support you during this delay. You may also be entitled to compensation if your arrival delay exceeds three hours.

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 flight also influences the level of the compensation. The compensation will be reduced by 50% if the arrival time does not exceed the scheduled arrival time:

  • by four hours, in respect of all flights of 3,500 kilometres or more.

Waiting

Right to Care

When the operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure:

  • for two hours or more in the case of flights of 1,500 kilometres or less;
  • for three hours or more in the case of all flights between member states of the European Union of more than 1,500 kilometres and of all other flights between 1,500 and 3,500 kilometres;
  • for four hours or more in the case of all other flights You are entitled to meals and refreshments in addition to two (2) free of charge telephone calls, e-mails or telex or fax messages.

When the delay includes an overnight stay, the airline is required to arrange a hotel accommodation for its passengers. Transportation between the airport and place of accommodation is also the responsibility of the airline.

When the waiting period is longer than 5 hours you can choose not to continue your journey on the delayed flight. If you decide to cancel your flight arrangements, the airline is required to reimburse you that part of the ticket you did not use. The airline must also offer you a return flight to your point of departure in situations where the journey includes multiple legs.

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.