Your rights

Your rights

Passenger rights are regulated by
(EC) Regulation No 261/2004 of the European Parliament and the Council.
It defines, among others, the rules for granting
compensation for delayed or canceled flights.

 

Who is affected by the regulation?

Regulation EC 261/2004 concerns:

  • Passengers departing from airports located in the territory of an EU Member State and Switzerland,
  • Passengers departing from an airport located in a third country and arriving at the airport of a Member State country and if such flights are operated by carriers from these countries (and Switzerland).
 Flight route European
Carrier
Non-European
Carrier

Flight from the EU to the EU

Flight from the EU to outside of the EU

Flight from outside the EU to the EU

Flights outside of the European Union

A passenger’s rights cover every type of flight: commercial, charter or low-cost airlines.

 

When am I entitled to compensation for a delayed or canceled flight?

Delayed flight

In order to receive compensation, basic conditions must be met.

  • The flight must be delayed by at least 3 hours at the destination port (the time of the opening of the aircraft door counts).
  • The reason for the delay must be dependent on the carrier. So-called special circumstances exempt a carrier from the payment of compensation. These include: an unstable political situation, the threat of war, the hijacking of an aircraft, and the closure of the departure or arrival airport due to weather conditions.

Cancelled flight

Option 1 – Cost reimbursement

If the waiting for the flight exceeds 5 hours, the passenger has the right to withdraw from the contract with the carrier and has the right to reimbursement of the ticket price within 7 days. In addition, if further travel due to the delay would be useless, the passenger may request the provision the fastest possible return to the starting point.

Option 2 – Acceptance of re-routing

Another option is to allow a passenger alternate travel, i.e. a flight to the same place, on similar terms, and as soon as possible. The passenger also has the right to use this ticket on the same route, only at a later date, which is convenient and accepted by him/her.

What are the carrier’s obligations in the event of a flight delay?
  • reliable information – why the plane was delayed / canceled, what are the passengers’ rights and how will these rights be observed by the carrier;
  • meals and drinks in a quantity adequate to the waiting time. It should be remembered that the carrier should offer board to the passenger. If this does not happen, retain your receipts (for reasonable costs) to be able to request reimbursement later;
  • the possibility of making two free phone calls;
  • if the flight is delayed and it is necessary to wait for one or more nights, the carrier should provide free accommodation and transport on the airport-hotel-airport route. Similarly, all receipts should be kept in a situation where one has to secure one’s own accommodation .
What is the compensation amount for a delayed / canceled flight?
  • The amount of compensation depends on the length of the flight. It is paid in cash, unless the passenger agrees to accept a voucher or travel vouchers.
The amount due in case the carrier offered
an alternative flight and if the time
of arrival does not exceed the scheduled arrival time of the originally booked flight by:

Type of flight Amount of compensation Difference in the time
of arrival
Amount of
compensation


Flight up to 1500 km EUR 250 2 hours EUR 125

Flights within the EU of
more than 1500 km,
for other flights from 1500 km to 3500 km
EUR 400 3 hours EUR 200

All other flights EUR 600 4 hours EUR 300

 

When will a passenger receive no compensation for a delayed flight?

Information about the cancellation of a flight more than 14 days before the planned departure

An air carrier will not pay a passenger compensation for a canceled flight if it can prove that the passenger was informed of the cancellation of the flight 14 days before the planned departure.

Information about the cancellation of a flight 7-14 days before the scheduled departure

An air carrier will not pay compensation for a canceled flight if when notifying the passenger about the cancellation within 7-14 days before departure the carrier guarantees the passenger a departure no more than 2 hours before the scheduled flight and arrival at the destination no more than 4 hours after the original arrival time.

Information about the cancellation of a flight less than 7 days before the planned departure.

An air carrier will not pay a passenger compensation for a canceled flight if when notifying the passenger of the cancellation within less than 7 days of departure the carrier provides the passenger with a flight no more than one hour before the planned flight and arrival at the destination no more than 2 hours after the original arrival time.

Enter the flight details and check the amount of your compensation.

 

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