Information for air passengers

If your flight is delayed by less than 2 hours at departure, you are not entitled to compensation or a refund.

If your flight is delayed by at least two to four hours at departure, the airline must offer you reasonable care (food and drinks – excluding alcohol) while you wait.

The right to care applies after:

• 2 hours of departure delay for flights under 1.500 km.
• 3 hours of departure delay for flights over 1.500 km within the EU and for flights between 1.500 km and 3.500 km outside the EU
• 4 hours of departure delay for flights longer than 3.500 km and outside the EU.

If the airline does not offer reasonable care while you wait for your delayed flight, you may purchase food and drinks yourself (excluding alcohol) and later claim a refund from the airline. Remember to keep your receipts so you can document your expenses to the airline.

If your flight is delayed by at least five hours at departure, you may choose to cancel your journey and get a refund for your ticket.

In addition, the airline must offer you reasonable care (food and drinks – excluding alcohol) while you wait.

If an overnight stay becomes necessary due to the delay, the airline must also provide you with hotel accommodation and transport between the airport and the hotel.

The right to care applies after:

• 2 hours of departure delay for flights under 1,500 km
• 3 hours of departure delay for flights over 1,500 km within the EU, and for flights between 1,500 and 3,500 km outside the EU
• 4 hours of departure delay for flights longer than 3,500 km and outside the EU

If the airline does not offer you reasonable care while you wait for your delayed flight, you may purchase food and drinks yourself (excluding alcohol) and later claim a refund from the airline. Remember to keep your receipts so you can document your expenses to the airline.

If your flight is delayed by less than 3 hours upon arrival at your final destination, you are not entitled to compensation.

If you are delayed by at least three hours upon arrival at your final destination, you may be entitled to compensation*.

This is how much compensation you may be entitled to per passenger

Within the EU:

• 250 euros for flights under 1,500 km
• 400 euros for flights over 1,500 km

Outside the EU:

• 250 euros for flights under 1,500 km
• 400 euros for flights between 1,500 and 3,500 km
• 600 euros for flights over 3,500 km

In some cases, the airline may reduce your compensation by 50% if you are rebooked on another flight. This depends on the flight distance and how quickly you reach your destination.

*However you are not entitled to compensation if the delay is due to extraordinary circumstances such as bad weather, certain type of strikes, manufacturing defects in the aircraft, or air traffic control restrictions.

If your flight has been cancelled, you have the right to choose between a refund of your ticket or a rebooked journey.

If you were not informed of the cancellation at least two weeks before the scheduled departure, you may be entitled to compensation.

However, this does not apply if the cancellation was due to extraordinary circumstances, such as bad weather, certain types of strikes, manufacturing defects in the aircraft, or air traffic control restrictions.

You are also entitled to choose between a refund of your ticket or a rebooked journey.

If you choose to have your journey rebooked, you may also be entitled to reasonable care (food and drinks – excluding alcohol) while you wait for the next available flight.

If an overnight stay is necessary due to the rebooking, the airline must also provide you with hotel accommodation and transport between the airport and the hotel.

If the airline does not offer you reasonable care while you wait for your rebooked journey, you may purchase food and drinks yourself and later claim a refund from the airline.
Remember to keep your receipts so you can document your expenses to the airline.

This is how much compensation you may be entitled to per passenger

Within the EU:

• 250 euros for flights under 1,500 km
• 400 euros for flights over 1,500 km

Outside the EU:

• 250 euros for flights under 1,500 km
• 400 euros for flights between 1,500 and 3,500 km
• 600 euros for flights over 3,500 km

In some cases, the airline may reduce your compensation by 50% if you are rebooked on another flight. This depends on the flight distance and how quickly you reach your destination.

If you have been denied boarding, for example due to overbooking, you are entitled to a refund of your ticket or to have your journey rebooked. In addition, you may be entitled to compensation from the airline.

If you choose to have your journey rebooked, the airline must offer you reasonable care (food and drinks – excluding alcohol) while you wait for the next available flight.

You may also be entitled to hotel accommodation and transport between the hotel and the airport if an overnight stay becomes necessary.

Denied boarding

Compensation for denied boarding

You may be entitled to compensation if you are denied boarding.

Other amounts or benefits may also be agreed if you voluntarily give up your seat on the flight.

This is how much compensation you may be entitled to per passenger

Outside the EU:

• 250 euros for flights under 1,500 km
• 400 euros for flights over 1,500 km

Uden for EU:

• 250 euros for flights under 1,500 km
• 400 euros for flights between 1,500 and 3,500 km
• 600 euros for flights over 3,500 km

In some cases, the airline may reduce your compensation by 50% if you are rebooked on another flight. This depends on the flight distance and how quickly you reach your destination.