Your Rights

Passenger rights:

Regulation 261/2004 of the European Parliament states that air passengers arriving at their final destination with a delay of 3 hours or more due to denied boarding, cancellation or delay not related to extraordinary circumstances are entitled to financial compensation.

Regulation 261/2004 applies to european airspace and is respected by all EU member states, Switzerland, Norway, Iceland.

The law protects all air passengers whatever citizenship.

The compensation ranges from 250 € to 600 € per passenger per flight, subject to flight distance and delay at final destination.

The regulation may apply in the following cases:

All flights departing from airports in the EU, Switzerland, Norway, Iceland irrespective of the nationality of the air carrier, and whatever the destination of the flight.

All flights departing outside the EU, Switzerland, Norway, Iceland, operated by a community airline, to an airport based in the EU, Switzerland, Norway, Iceland.

Example: you fly with Air France from Singapore to Paris. You arrive with a delay of 4 hours. In this situation, you are entitled to 600 € compensation.

In case this flight is performed by a non community airline, for instance Singapore Airlines, you are not entitled to compensation on the basis of Regulation 261/2004.

You have the right to be informed:

The airline must inform the passenger of its rights. In the event of a delayed flight of at least two hours, flight cancellation or denied boarding, a notice presenting the rules of compensation and assistance must be presented by the airline to the passenger.

You have the right to get your plane ticket refunded:

If your departure delay is 5 hours or more and you cancel your trip, you are entitled to get your your ticket refunded and, if necessary, get arrangements for the return flight to your original point of departure in the case of a connecting flight.

You have the right to a lump sum compensation:

You are entitled to compensation when you arrive at your final destination listed on your contract of carriage with a delay of 3 hours or more compared to the originally scheduled arrival time.

Criteria:

Flat-rate compensation ranging from 250 to 600 € is determined by combinations of several criteria:

The exact delay
Flight distance
The country of take-off
The country of landing
The nationality of the airline

Delay 2 Hours 2-3 Hours 3-4 Hours 4 Hours Not arrived Distance
Denied boarding 250 € 250 € 250 € 250 € 250 € 1500 km or less
Denied boarding 400 € 400 € 400 € 400 € 400 € Intracommunity flight >1500 km

Extra-Community flight between 1500 and 3500 km

Denied boarding 600 € 600 € 600 € 600 € 600 € Extra-Community flight > 3500 km
Delayed flight 0 € 0 € 250 € 250 € 250 € 1500 km or less
Delayed flight 0 € 0 € 400 € 400 € 400 € Intracommunity flight > 1500 km

Extra-Community flight between 1500 and 3500 km

Delayed flight 0 € 0 € 300 € 600 € 600 € Extra-Community flight > 3500 km
Canceled flight 125 € 250 € 250 € 250 € 250 € 1500 km or less
Canceled flight 200 € 200 € 400 € 400 € 400 € Intracommunity flight > 1500 km

Extra-Community flight between 1500 and 3500 km

Canceled flight 300 € 300 € 300 € 600 € 600 € Extra-Community flight > 3500 km

Your flight is delayed:

Multiple reasons such as a technical problem, metrological incident, strike, etc., can cause a delayed flight. If the airline shows that the delay is caused by an extraordinary circumstance, which is impossible to avoid, the company is not obliged to compensate the passenger. If the delay is attributable to the airline, Regulation 261/2004 stipulates the conditions of compensation which may amount to 600 € per passenger.

Your flight is canceled:

If you are informed by the company minimum 14 days before the departure date that your flight is canceled, you are not entitled to compensation.

If you are informed by the airline less than 14 days before the departure date that your flight is canceled, and you have accepted a re-routing offered, your compensation can be reduced by 50% depending on the delay (< 2 h, 2 -3 h, 3-4 h)

Your flight is overbooked:

In case you have a reservation for your flight that is overbooked and you are denied boarding by the airline, you are entitled to immediate compensation of 250 €, 400 € or 600 € depending on the flight, in addition of the refund of your ticket.

Extraordinary circumstances:

These are circumstances on which the company is not in a position to have influence, such as weather conditions, strikes, terrorist attacks, etc.

Extraordinary circumstances cited by the airlines are often characterized as unfounded.

Complex regulations:

Passengers do not always know their rights, nor the steps to be taken. Recovering data, writing claims, sending registered letters, defending their case before a judge, are typically the kind of actions that costs money and time, which most people never do.

You want to know more about the regulation CE 261/2004: