FAQs - Air passenger rights
A European airline recently lost my baggage. I complained to the airline, but am not fully satisfied with their reaction. Can I complain to someone else?
YES - For a cross-border flight, you can contact your country's European Consumer Centre. For a domestic flight, contact a national consumer centre in your country.
When booking a flight recently, I was shocked, when it came to pay, to see the final cost once taxes and charges had been added. Surely, airlines are supposed to make the total price of the ticket, including taxes and charges, visible from the start?
YES - and the cost of each item (the fare, taxes, charges, surcharges and fees) must be clearly displayed.
If I am travelling from outside the EU, e.g. from the USA to Paris, do I have any rights if my flight is cancelled?
YES - provided your air carrier is licensed in a European country.
I booked a flight to Barcelona from Rome. Due to heavy traffic, I arrived at the airport late but just before the gates closed for the flight. I was not allowed to board the flight. Do I have any rights?
NO - as you did not comply with the requirement to present yourself for check-in within the time stipulated.
Is there a time limit within which I can bring legal action for compensation for a cancelled flight?
This depends on national law in each European country and will therefore vary throughout the EU. Check with the National Enforcement body in the country concerned or a national consumer centre for more information.
Do I have any rights if I am not allowed to board my connecting flight because I arrived late at the gates due to a delay with the first flight?
YES - if the flights are part of a single reservation, the carrier has to offer you the option between the reimbursement of your ticket and a return flight to the airport of departure at the earliest opportunity or re-routing to your final destination at the earliest opportunity or re-routing at a later date at your convenience under comparable transport conditions, subject to the availability of seats. In case you are re-routed and you reach your final destination with a delay of 3 hours or more you are entitled to compensation.
My flight is due to depart from Berlin this morning but I have just received a text from the airline advising that the flight has been cancelled. Do I have any rights?YES - you have rights under EU rules. You are entitled to reimbursement of the full cost of your ticket for the part of your journey not made or re-routing at the earliest opportunity. If you are already at the airport and you opt for re-routing, you are also entitled to meals and refreshments in proportion to your waiting time, and two telephone calls, texts or emails. You are also entitled to overnight accommodation if you are to be re-routed the day after your planned flight and, depending on the circumstances, to monetary compensation.
If the aircraft has a technical defect, can it be considered as "extraordinary circumstances"?
NO – a technical problem which comes to light during normal aircraft maintenance or is caused by the failure to correctly maintain an aircraft cannot be regarded as "extraordinary circumstances".
YES - if the technical defect was related to an incident which was not caused by the normal activity of air carriers and falls outside their control due its nature or origin. For example a hidden manufacturing defect uncovered by the aircraft manufacturer or by a competent authority, or damage to the aircraft caused by acts of sabotage or terrorism would qualify as extraordinary circumstances.
My flight has been delayed for four hours. Am I entitled to financial compensation?Once your flight has been delayed for more than three hours, you may be entitled to financial compensation if the airline cannot prove that the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
When I arrived at the check-in, I was informed that my Brussels-Warsaw flight had been cancelled. I opted not to travel and was told that the cost of my ticket would be refunded and that I would receive financial compensation. Weeks later I still have received nothing. Is there a time limit for payment of refunds and compensation?YES - you should have received the refund of the cost of your ticket within seven days of the cancellation. Payment of compensation depends on the reason for the cancelled flight but the EU rules do not provide for a deadline for payment of compensation.
Am I entitled to compensation only for flights that were cancelled or can I also get compensation for delayed flights?Both. With cancelled/delayed flights, you won't receive compensation if the cancellation/delay was due to extraordinary circumstances for example due to bad weather. Where the cancellation/delay was due to extraordinary circumstances, you may not have the right to compensation, but the carrier must still offer you assistance (reimbursement or re-routing) and care (meals and/or accommodation) while you are waiting for alternative transport.
My flight was cancelled due to a strike by airline staff. What are my rights? Am I entitled to financial compensation?
Regardless of the circumstances, if your flight is cancelled you always have the right to one of the following options: reimbursement of your ticket, re-routing or a return flight as well as the right to assistance.
You may also have a right to compensation (if you were informed less than 14 days prior to the scheduled departure date). However, compensation is not due if the carrier can prove that the cancellation was caused by extraordinary circumstances.
Under EU rules, strikes may be considered as extraordinary circumstances, which means the airline does not have to pay compensation. However, to be exempted from paying compensation, the airline must prove that: i) there is a link between the extraordinary circumstances and the delay or the cancellation, and ii) the delay or cancellation could not have been avoided even if all reasonable measures had been taken.
If the airline does not provide you with a satisfactory explanation, you can contact your national authorityfor further assistance.
I bought my flight ticket from airline X but I ended up travelling on a flight with airline Y. In the event of an incident, to which airline should I address my complaint? Which one is responsible?
The operating airline might not be the one which actually flies you to your destination. However, they are responsible if things go wrong, so you should always address your complaint to the operating airline. In this case, the operating airline X leased an airplane and the entire crew from airline Y (known as a "wet lease"), but it is airline X which is responsible.