Passenger Rights

The rights that passengers have depend upon whether the complaint concerns denied boarding, cancellation or long delays. The EU Regulation concerns passenger rights relating to the operating carrier not travel or ticket agents.

Denied Boarding
Passengers may voluntarily give up their confirmed reservation or be denied boarding against their will when flights are overbooked. When voluntarily giving up a confirmed reservation, passengers are entitled to financial compensation based upon an agreement between the passenger and the airline. Furthermore, the airline has to offer a refund of the ticket price, or rebook the passenger in accordance with the rules outlined in the Regulation.

In cases where passengers are denied boarding against their will, the airline has to compensate the passenger(s) (see section concerning compensation), and offer a refund of the ticket price or rebook the passenger in accordance with the Regulation, as well as offer meals and refreshments that are reasonable when compared to the time, which the passenger is expected to wait, hotel stay if it is necessary, and transport to and from the hotel, two telephone calls, telex, fax or e-mails.


Cancellation

In case of cancelled flights, the airline has to offer a refund of the ticket price or rebook the passenger(s) in accordance with the Regulation. Furthermore, the airline has to offer meals, refreshments that are reasonable (alcohol not included), when compared to the time, which the passenger is expected to wait, hotel stay if it is necessary, as well as transport to and from the hotel, two telephone calls, telex, fax or e-mails and offer compensation (see section concerning compensation) unless the cancellation is announced to the passenger(s) within the Regulation determined times and terms or the cancellation is caused by extraordinary circumstances.


Delay

Rights concerning delay depend upon the duration of the delay. The airline has to offer meals and refreshments (alcohol not included) as well as two free phone calls, telex, fax or e-mails, hotel stay if this is deemed necessary, transport between airport and hotel accommodation if an overnight stay is necessary.

Furthermore, if the delay is not caused by extraordinary circumstances the air carrier must, upon request, pay compensation in accordance with the Regulation.

If the delay is caused by extraordinary circumstances, the air carrier may refer to this, and refuse compensation.

In order to be entitled to compensation, the delay in arrival must be 3 hours or more after the scheduled time of arrival.

Mere information
Updated: 02.08.2018