EU Passenger Rights Regulation

The EU Air Passenger Rights Regulation 261/2004 applies to passengers departing from an EU airport with a valid ticket and a confirmed reservation. 

You may be entitled to assistance such as meals and refreshments, access to communication (if necessary) and transport to and from the place of accommodation if you’re denied boarding or your flight is cancelled at short notice. In the event of a long delay, assistance will be available after 1) two hours or more for flights of 1,500 km or less 2) three hours of more for longer flights within the European Union or for other flights of between 1,500 and 3,500 km 3) four hours or more for flights of over 3,500 km outside the European Union. In the event of denied boarding or cancellation you will be given the choice between re-routing and a refund of the ticket price. Re-routing should be offered under comparable transport conditions to your final destination at the earliest opportunity or rebooking at a later date at your convenience at no additional cost. Alternatively, a refund of the ticket price should be offered and, where relevant, a free journey back to the point where you started your journey at the earliest opportunity (this applies also to long delay at departure in excess of five hours). The airline has no further obligation of the care once you have accepted a refund. 

You may be entitled to compensation of between €125 and €600 depending on the distance of your flight and the delay in arrival to your destination. You’re entitled to compensation unless you were informed of the cancellation at least 14 days before the flight, you were re-routed close to your original times, or if the airline can prove that the cancellation was caused by extraordinary circumstances. 

Subject to certain criteria and limitations, airlines can be held liable for injury or death resulting from an accident. You may also be entitled to compensation for loss, delay or damage to luggage (including mobility equipment). You must lodge a claim to the airlines within seven days of receiving your luggage if it’s damaged and within 21 days if it’s delayed. 

Airlines shall give priority to carrying persons with reduced mobility and any persons or certified service dogs accompanying them, as well as unaccompanied children, shall have the right to care as soon as possible. In cases of denied boarding, cancellation or delays of any length, persons with reduced mobility and any persons accompanying them, as well as unaccompanied children, shall have the right to care as soon as possible.