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.

Denied Boarding

Denied boarding

If you presented yourself at the check-in desk at the appropriate time and you are told that you will not be allowed to fly, then you are a victim of denied boarding.

Overbooking of a flight is a common occurrence and is widely accepted as a business measure in the aviation industry. When a flight is overbooked, an airline must first call for volunteers who are willing to give up their reservation for the flight. If there are not enough volunteers, then an airline will be forced to deny boarding to passengers against their will.

You are entitled to a financial compensation when faced with a denied boarding. The airline is obligated to provide you with a replacement flight. If you decide not to continue your journey, the airline has to reimburse your ticket.

Waiting


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.