Our first priority: keeping you informed
No airline can promise that every flight will leave on time. Weather, air traffic restrictions and technical issues all play a part. What we can promise is to tell you what is happening as early and as clearly as possible.
If you have the AeroVista app, you will receive real-time notifications about changes to your departure time or gate. We also send updates by email and text message to the contact details in your booking, so please make sure they are correct in Manage Booking.
If a delay is expected before you leave home, we will tell you as soon as we know, so you can adjust your plans and avoid waiting at the airport longer than necessary.
Looking after you at the airport
Under EU Regulation 261/2004, passengers on longer delays are entitled to care while they wait. Depending on the length of the delay and the distance of the flight, this can include meals and refreshments, and hotel accommodation with transfers if an overnight stay becomes necessary.
Our airport teams will explain what is available for your flight. If you have to arrange something yourself, keep your receipts so we can review reasonable costs afterwards.
Rebooking and refunds
If your flight is cancelled or heavily delayed, you can usually choose between rebooking on another flight or a refund. The fastest way to rebook is in the app, where we show available alternatives as soon as they exist. You can also reach our live chat in the app at any time of day or night, or call our phone service daily from 07:00 to 22:00 CET.
Compensation claims
EU rules also set out fixed compensation for significant delays on arrival and for cancellations made at short notice, with amounts that depend on flight distance. Compensation does not apply when the disruption was caused by extraordinary circumstances outside the airline's control, such as severe weather or air traffic control restrictions.
If you believe you are entitled to compensation, you can submit a claim to us directly, free of charge. Include your booking reference and any relevant receipts. We review every claim individually and will explain our decision either way.
Good to know
- Keep your contact details up to date in Manage Booking so delay alerts reach you.
- Save all receipts for meals or transport during a long delay.
- You can claim directly with us; you do not need a third-party service.