Passenger rights under EU Regulation 261/2004

According to Regulation (EC) 261/2004, a delay is deemed to have occurred when the scheduled departure time is delayed by:

- at least four hours in the case of flights of more than 3,500 km

- at least three hours in the case of flights of between 1,500 and 3,500 km and flights of more than 1.500 km within the EU

- at least two hours in the case of flights of up to 1,500 km.

When your flight is expected to have a significant delayed, you have the right to receive care from the airline. This includes meals and refreshments in reasonable relation to the waiting time, possibly hotel accommodation including transport costs.

In the case of delays of more than five hours, you have the right to have the cost of your ticket refunded in the amount of the travel not completed or in the amount of the travel already completed if the purpose of the travel was not accomplished due to the delay, and, if applicable, to a return flight to the point of first departure at the earliest opportunity.

You have the right to compensation if your arrival at the destination airport is delayed by more than three hours and the delay cannot be attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures; such circumstances include, for example, political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an operating air carrier.

In the event of overbooking, if you are involuntarily denied boarding on a flight you have booked, you have the right to care from the airline as described above under "Delays". In addition, you will be offered re-routing at the earliest opportunity and under comparable conditions to the final destination of your booked flight.

Subject to available seating, you may, instead, travel to your final destination at a later date/time of your choosing, in which case the costs of meals/refreshments, hotel, and transport between the hotel and airport shall be borne by you.

If you are involuntarily or voluntarily denied boarding, you have the right to an alternative flight or to reimbursement and compensation. The amount depends on the distance of the planned route and on the re-routing that has been offered to you.

In the case of flight distances:

- of up to 1,500 km, the compensation is €250,

- between 1,500 and 3,500 km and for flights of more than 1,500 km within Europe, the compensation is €400

- of more than 3,500 km, the compensation is €600.

The distance is calculated based on the last destination at which the passenger arrives later than the planned arrival time as a result of being denied boarding or the flight being cancelled.

If you are offered an alternative flight and the arrival time is not later than two hours after the planned arrival time of the originally booked flight for flights of up to 1,500 km, not more than three hours after the planned arrival time for flights between 1,500 and 3,500 km, and not more than four hours after the planned arrival time for flights of more than 3,500 km, the compensation shall only be 50% of the above-mentioned amounts.

You are not entitled to the compensation described above if you are justifiably denied boarding through your own fault, for health or safety-related reasons, or due to missing or insufficient travel documents.

If the flight for which you have a confirmed reservation is cancelled, you have the same rights to re-routing, care, reimbursement, and compensation as described above.

However, you are not entitled to compensation as per the EU Regulation if the incident can be attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures. Such circumstances include, for example, political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an operating air carrier.

Likewise, you are not entitled to compensation if:

- you are informed of the cancellation at least 14 days before departure

- you are informed of the cancellation between 14 days and 7 days before departure and are offered re-routing, allowing you to leave no more than two hours before the original departure time and arrive no more than four hours after the planned arrival time

- you are informed of the cancellation less than seven days before departure and are offered re-routing, allowing you to leave no more than one hour before the original departure time and arrive no more than two hours after the planned arrival time.

Delays

Denied boarding

Cancellation

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