What the rules cover
The EU has rules that protect air passengers when things go wrong. They generally apply to flights departing from an airport in the EU, and to flights arriving in the EU on an airline based there. A few countries outside the EU, including Switzerland, apply similar rules, and the United Kingdom kept its own version after leaving the EU.
The rules deal mainly with long delays, cancellations and denied boarding, along with downgrading to a lower class. They set out what the airline must offer you and, in some cases, when compensation may be due. This article is a general overview, not legal advice; official EU sources and national enforcement bodies have the full details.
Care while you wait
If your flight is significantly delayed or cancelled, the airline should provide care while you wait. Depending on the length of the delay and the distance of the flight, this typically includes meals and refreshments, a means of communication and, if you need to stay overnight, hotel accommodation and transport to it. If the airline cannot arrange this and you pay yourself, keep receipts and spend reasonably.
This right to care applies regardless of the reason for the disruption, including bad weather.
Rerouting, refunds and compensation
When a flight is cancelled, you are generally entitled to choose between a refund and an alternative flight to your destination. For very long delays, you may also be able to opt for a refund if you decide not to travel.
Fixed compensation may be payable for cancellations at short notice, long arrival delays and denied boarding, with the amount depending on the flight distance and the length of the delay. Compensation is not due when the disruption was caused by extraordinary circumstances beyond the airline's control, such as severe weather, air traffic control restrictions or security issues.
How to make a claim
Keep your boarding pass, booking confirmation and any receipts. Note the scheduled and actual arrival times and what you were told about the reason for the disruption. Contact the airline directly first, using its official claims channel; many airlines have online forms. If you are not satisfied with the response, each EU country has a national enforcement body that handles complaints.
You do not have to use a third-party claims company, which will usually take a share of any compensation. Many passengers find that claiming directly is straightforward.
Good to know
- Keep boarding passes and receipts until any claim is settled.
- Ask for written confirmation of the reason for a delay or cancellation.
- Claim directly with the airline before considering a claims company.