Traveller’s rights: when are you entitled?

Problems occur, and unfortunately delays and cancellations are a part of traveling. They are frustrating and inconvenient – as is life.

On occasion you are entitled to be reimbursed for your inconvenience; of course, airlines are reluctant to display such information to their customers. However we will give you some general guidelines issued by the European regulations on how and when you can claim.

The European regulations 261/2004

It passed on the European parliament in 2004 and in force since 2005, it is available online in all EU languages. Its passenger’s rights, regardless of nationality, are collected and can tell us when we have a right to compensation or reimbursement (mandatory for all airlines though some try to avoid it.)

To whom does it apply?

Passengers of all nationalities flying from the territory of the EU, this is one of the 27 countries plus Switzerland and Finland.

Passengers of all nationalities having their flight outbound outside the EU but which fly from the EU (plus Iceland, Switzerland and Finland.)

Delayed departure

The airline is not obliged to offer a refund or compensation, but it should offer food, refreshments, two telephone calls and hotel accommodation (if necessary.) Passengers are entitled to these in the case of:

Delays of more than two hours for flights of less than 1,500 km
Delays of three hours or more on EU flights of more than 1,500 km
Delays of three hours or more for all flights between 1,500 km and 3,500 km
Delays of more than four hours for all flights

The airline must offer ticket refund if:

Delays are more than 5 hours

Airlines do not have other obligation in the case of delays, although if you miss your flight connection due to delays then you are entitled to reschedule your next flight free of charge.

Late flight arrival

If your flight arrives at your destination more than three hours late you are entitled to:

£180 for flights up to 1,500 km
£288 for flights over 1,500 km inside the EU, or flight between 1,500 km and 3,500 km outside the EU.
£432 for flights over 3,500 km outside the EU

Flight cancellation

If the flight is cancelled, then you have the right to compensation if the company does not meet the following conditions:

The cancellation is announced over two weeks before the departure
It is reported between 2 weeks and 7 days but it offers an alternate transport that allows you to leave your destination no more than 2 hours later and arrive with less than 4 hours delay.
It is reported with less than 7 days, but it provides an alternate transport that allows you to leave with no more than 1 hour later and arrive with less than 2 hours delay.

If these conditions are not met, the compensation will be the same (depending on the km) in case of late arrival:

£180 for flights up to 1,500 km
£288 for flights over 1,500 km inside the EU, or flight between 1,500 km and 3,500 km outside the EU.
£432 for flights over 3,500 km outside the EU
If denied boarding (unreasonably, of course) you are entitled to the same compensation as in the case of flight cancellation.