Please note, Air passenger rights should be clearly displayed at the departure information board or on the web page of airport. In case of denied boarding, flight cancellation, delay for more than 2 (two) hours at departure or more to your final destination, the airline company should give you with written notice and rules for claiming compensation and help.
In case of your flight is delayed at departure, you have the right to ask from airline company assistance (care services), to reimbursement and a return flight, depending on the duration of the delay and the distance of the flight.
In case of you arrived at your final destination with a delay of more than 3 (three) hours, you have legal rights for compensation, unless the delay was caused by extraordinary circumstances. The airline company has to prove this, for example, with extracts from incident reports or logbooks. The airline company should provide such evidence to the relevant national enforcement to the passengers.
Assistance (care services) in case of delay at departure
It’s obligatory to every Airline company to offer and provide passenger with assistance, free of charge, while passenger is waiting. In the event of travel disruption, you must make yourself identified to the airline, to avoid a scenario wherever you have arrange care services by yourself. Airline company should additionally guarantee, wherever obtainable, that accommodation is accessible for people with disabilities and their service dogs. Assistance (care services) includes:
- Rights to have Food and drinks during waiting period.
- Rights to make 2 Telephone calls & use Internet.
- Rights to have Accommodation during waiting time in case of overnight stay and transfers to and from the airport
If assistance is not offered and you have paid by yourself for meals and refreshments etc., the airline company should reimburse you, provided the expenses were necessary, reasonable and appropriate, according to receipts for this purpose, which you should keep and represent to airline company to confirm your expenses. You only have the right to assistance as long as you have to wait for re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or a return flight. In exceptional cases, the airline may decide to limit or decline assistance if it would cause further delay to passengers waiting for an alternative or a delayed flight.
Compensation – delay at arrival
up to 1500 km
more than 3500 km
- If you reach your final destination with a delay of 3 (tree) hours or moreyou are have rights to compensation if the delay is not caused by extraordinary circumstances.
- If you miss a connecting flight travelling within the EU or outside the EU on a flight originating from an EU country, you should be entitled to compensation, if you arrive at your final destination with a delay of more than 3 hours. It is not relevant if the airline operating the connecting flights is an EU or non-EU airline.
- If you depart from a non-EU country to your final destination in an EU country, with connecting flights operated successively by non-EU and EU airlines or by EU airlines only, only the flights operated by EU airlinesare taken into consideration for the right to compensation in case of a long delay on arrival at the final destination.
- You are not entitled to compensationif you miss connecting flights due to delays at security checks or if you did not respect the boarding time of your flight at the airport of transfer.
If you accept a flight to a different airport from the one in the original booking and it arrives late, you’re entitled to compensation. The time of arrival used for calculating the delay is the time of arrival at the airport mentioned in the original booking or the destination agreed upon with the airline. Transport costs between the alternative airport and the one in the original booking or agreed destination should be borne by the airline.
Please note, If the airline has offered you re-routing and you reach your final destination with a delay of 2, 3 or 4 hours, your compensation may be reduced by 50%.
Extraordinary circumstances – Delay
Extraordinary circumstances can follow to more than one cancellation or delay at the final destination. Examples of events defined as extraordinary circumstances are air traffic management decisions, political instability, adverse weather conditions and security risks.
Situations which are not considered as extraordinary circumstances are:
- most technical problems which come to light during aircraft maintenance or are caused by failure to maintain an aircraft
- collision of mobile boarding stairs with an aircraft
Please note, that not any strike that affects the operation of the airline may be considered as extraordinary circumstances. However, to be exempted from paying compensation, the airline must prove that: i) there is a link between the extraordinary circumstances and the delay or the cancellation, and ii) the delay or cancellation could not have been avoided even if all reasonable measures had been taken.
If the airline does not provide you with a satisfactory explanation, you can contact your national authority for further assistance.