If your flight is canceled, you may be entitled to compensation under EU Regulation 261/2004. The amount of compensation depends on the distance of the canceled flight and the rebooking options provided to the passenger.

All flights 1500 km or shorter:

EUR 250 if you arrive more than 2 hours after the scheduled arrival time of the canceled flight.

All intra-Community flights* over 1500 km or all other flights between 1500 and 3500 km:

EUR 200 if you are offered an alternative flight that gets you to your final destination within 2 to 3 hours of the scheduled arrival time of the canceled flight.

EUR 400 if you arrive more than 3 hours after the scheduled arrival time of the canceled flight.

All flights not covered by the above categories:

EUR 300 if you are offered an alternative flight that gets you to your final destination within 3 to 4 hours of the scheduled arrival time of the canceled flight.

EUR 600 if you arrive more than 4 hours after the scheduled arrival time of the canceled flight.

When are you not entitled to compensation?

Compensation does not apply:

• If you are informed of the cancellation at least two weeks before departure.
• If you are informed of the cancellation between two weeks and seven days before departure and you are offered re-routing that allows you to depart no more than two hours before the original time and reach your final destination less than four hours after the original arrival time.
• If you are informed of the cancellation less than seven days before departure and you are offered re-routing that allows you to depart no more than one hour before the original time and reach your final destination less than two hours after the original arrival time.
• In cases of cancellation due to extraordinary circumstances, such as severe weather or strikes, which could not have been avoided even with all reasonable measures, no compensation is provided.

Note that EU Regulation 261/2004 does not apply to journeys that both originate and end outside of the EU, for example, a journey that begins in the USA or Canada and ends in the Faroe Islands or Greenland, even if there’s a transfer in Iceland.

*Intra-Community flights refer to flights within the European Union (EU) and also include countries that are part of the European Economic Area (EEA), such as Norway, Iceland, and Liechtenstein. This means that flights between these countries, as well as flights from these countries to the EU, are covered under the same passenger rights regulations. Additionally, flights from outside the EU and EEA to an EU or EEA member state are also protected if operated by an EU or EEA airline.

If your flight arrives at its final destination more than 3 hours late, you may be entitled to compensation under EU Regulation 261/2004, similar to the rules for canceled flights.

Compensation amounts for delays

Flights 1500 km or shorter:

EUR 250 if you arrive more than 3 hours after the scheduled arrival time.

Intra-Community flights over 1500 km or flights between 1500 and 3500 km:

EUR 400 if you arrive more than 3 hours after the scheduled arrival time.

Flights over 3500 km:

EUR 600 if you arrive more than 4 hours after the scheduled arrival time.

When are you not entitled to compensation?

Compensation does not apply if the delay was caused by extraordinary circumstances beyond the airline's control, such as:

• Severe weather conditions
• Air traffic control restrictions
• Political instability or security risks
• Strikes not related to the airline

Important: The delay time is measured based on your arrival time at the final destination, not departure delays at the origin airport.

If you are denied boarding against your will due to overbooking or operational reasons, you are entitled to compensation under EU Regulation 261/2004, unless you voluntarily give up your seat in exchange for benefits.

Compensation amounts for denied boarding

Flights 1500 km or shorter:

EUR 250 in compensation.

Intra-Community flights over 1500 km or flights between 1500 and 3500 km:

EUR 400 in compensation.

Flights over 3500 km:

EUR 600 in compensation.

Additional rights when denied boarding

In addition to compensation, the airline must offer you:

• Choice between: A refund of your ticket and a return flight to your original point of departure, or re-routing to your final destination at the earliest opportunity or at a later date of your choice (subject to seat availability)
• Care and assistance: Meals, refreshments, hotel accommodation (if necessary), and transport between the airport and place of accommodation
• Communication: Two free telephone calls, emails, or faxes

Note: If you voluntarily accept denied boarding in exchange for benefits, you are not entitled to automatic compensation, but you should receive the benefits agreed upon with the airline.

In addition to compensation, passengers affected by flight disruptions are entitled to reimbursement for reasonable expenses incurred as a result of the disruption.

Types of reimbursable expenses

Meals and refreshments:

• Reasonable costs for food and drinks during the delay or while waiting for alternative flights
• Keep all receipts as proof of purchase

Accommodation:

• Hotel costs if you need to stay overnight due to the disruption
• Transport between the airport and hotel

Communication:

• Phone calls, emails, or messages to inform others of your situation

Alternative transportation:

• Train, bus, or other ground transportation if needed to reach your destination
• Only if the airline doesn't provide an alternative flight solution

Important guidelines for expense claims

• Keep all receipts: Save every receipt for expenses you wish to claim
• Be reasonable: Claims should be for necessary and proportionate expenses
• Submit promptly: File your expense claim as soon as possible after your journey
• Provide documentation: Include boarding passes, receipts, and a detailed explanation of why each expense was necessary

Note: Luxury or excessive expenses may not be reimbursed. Always try to obtain reasonable and necessary items.

A disruption confirmation is an official document provided by the airline that verifies your flight was delayed, canceled, or otherwise disrupted. This document is important for processing compensation and expense claims.

What information does the confirmation include?

• Flight number and date
• Scheduled departure and arrival times
• Actual departure and arrival times
• Reason for the disruption (if provided by the airline)
• Alternative arrangements offered

How to obtain a disruption confirmation

At the airport:

• Request a written confirmation from airline staff at the check-in desk or gate
• Ask specifically for documentation of the delay or cancellation

After your journey:

• Contact customer service through our website or customer support channels
• Provide your booking reference, flight details, and date of travel
• We can issue an official confirmation for your records

Do I need this for my claim?

While not always mandatory, having official confirmation strengthens your claim. We can often verify disruptions through our systems, but having your own documentation is helpful, especially for expense reimbursements.

Alternative documentation: If you cannot obtain official confirmation, keep boarding passes, tickets, and any communication from the airline regarding the disruption.

Special rules and considerations apply to group bookings and tickets purchased through third-party agencies or travel agents.

Group bookings

What qualifies as a group booking?

A group booking typically refers to 10 or more passengers traveling together on the same flight under one reservation.

Individual rights still apply:

• Each passenger in a group has individual rights to compensation under EU Regulation 261/2004
• Compensation is calculated per passenger, not per booking
• Each person can file their own claim or authorize a group representative

Third-party agency bookings

Who to contact for claims:

If you booked through a travel agency or online booking platform (such as Expedia, Booking.com, etc.), you should contact the airline directly for compensation claims related to flight disruptions. The airline is responsible for compensation under EU 261/2004, not the booking agent.

What the third party handles:

• Booking modifications and cancellations
• Package holiday refunds
• Other services included in your package

What the airline handles:

• Flight delay and cancellation compensation
• Denied boarding compensation
• Flight-related expenses and care obligations

Required documentation

When filing a claim for group bookings or third-party agency tickets, please provide:

• Booking confirmation (from the agency or group coordinator)
• All passenger names and booking references
• Proof of payment or invoice
• Boarding passes for all affected passengers

Tip: If you're unsure whether to contact the airline or booking agency, start with the airline for disruption compensation, as they are legally obligated to handle these claims.