Services

Air passenger rights

Air passengers are entitled to financial compensation according to the “Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 ", if the flight is delayed, cancelled, or if boarding is denied.

Long delays, denied boarding or cancellations of flights cause serious troubles and inconvenience. The EU Regulation is adopted in order to strengthen the right and to ensure a high level of protection for air passengers in the event of problems caused by long waiting times and cancellations. The outcome of the regulation is also that it is encouraging the air carrier to do what is in their authority to prevent excessive deviations from the original itinerary, which in the long run benefits the air passengers as well.

The level of compensation for a flight disruption is determined by the EU Regulation and depends on a couple of factors. Air passengers are entitled up to EUR 250-600 in financial compensation due to the circumstances and whether the criteria for compensation are fulfilled. For your claim to be eligible for compensation, your flight must:

• Depart from and arrive at an airport located in the EU
• Depart from an airport located in the EU
• Depart from an airport located outside of the EU and arrive at an airport located in the EU - and the air carrier is registered in the EU, Iceland, Norway or Switzerland

The distance of the flight and the duration of the delay, will affect the air passenger compensation. When an incident such as a flight delay occurs, the regulation also obliges the operating air carrier to provide assistance, adequately service and to keep their passengers informed of their rights.

You are entitled to compensation in the following cases:

• Delayed flight – if your flight arrives at its final destination with a delay of more than 3 hours after the scheduled time of arrival.
• Missed connecting flight – if your flight arrives at its final destination with a delay of more than 3 hours after the scheduled time of arrival due to a missed connecting flight. All flights must have the same reservation number and not been purchased separately.
• Cancelled flight – if your flight is cancelled and you are notified about this less than 14 days prior to the scheduled time of departure.
• Denied boarding – if your flight is overbooked and you are denied boarding.

The cost of the airline ticket does not affect your right to compensation, but you are not entitled to any financial compensation if you travelling free of charge or at a reduced fare not available directly or indirectly to the public. However, the regulation applies to air passengers having tickets issued under a frequent flyer programme or other commercial programme. You must also have a confirmed reservation on the flight concerned. You must also present yourself for check-in as stipulated and at the time indicated in advance and in writing (in general, except in the case of cancellations, not later than 45 minutes before the published departure time if no time is indicated).

For more information about the EU Regulation No 261/2004, please read here.

Force majeure

Limitation period