How to claim for a delayed or cancelled flight
European passenger rights rules entitle you to compensation far more often than people actually claim. Here's when, and how.
When you qualify
European air passenger rights rules cover flights departing an EU airport, and those arriving in the EU when operated by an EU airline. They apply in three situations: significant delay on arrival, cancellation, and denied boarding due to overbooking.
How much you get
Compensation depends on flight distance and comes in bands: lower for short intra-European flights, higher for long-haul, up to a maximum around 600 euros. It's a fixed amount per passenger, regardless of what the ticket cost. Check the exact figure for your band, as the rules are under review.
What almost nobody knows
Compensation is on top of the ticket refund. If your flight is cancelled, you're entitled to your money back or rerouting, and to the compensation as well. It isn't one or the other.
The right to care
Beyond a certain waiting time, the airline must provide food and drink, communication, and accommodation with transport if you have to stay overnight. This applies even when no financial compensation is due. If the airline doesn't offer it, keep the receipts and claim reimbursement afterwards.
What isn't covered
So-called extraordinary circumstances: severe weather, airspace closures, security risks or strikes outside the airline's control. You still get a refund and care, but no compensation. Note: a technical fault with the aircraft usually doesn't count as extraordinary, however often airlines claim it does.
How to claim
Keep your boarding pass, ticket and any airline communication, and photograph the airport boards showing the delay. Claim directly with the airline first, in writing, via its official form. If it doesn't reply within a reasonable time or refuses without grounds, escalate to your national civil aviation authority.
Claims companies
There are firms that claim on your behalf for a commission, typically 25 to 35 percent of whatever they recover. They're convenient for complicated cases, but for a clear-cut delay claiming directly is straightforward and you keep everything. Try yourself first.
Time limits
You can claim well after the flight, and the limit varies by country. If this happened to you in recent years and you never claimed, you're probably still in time. Check the limit that applies in your case.
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