Flight Delay

What are my air passenger rights if my flight is delayed?

Are you travelling by plane in the EU, Norway or Iceland and do you want to familiarise yourself with your air passenger rights? For example, what are you entitled to if something goes wrong? And where to direct your complaint if you have trouble dealing with the airline company? Get the answers to your questions here.

EU Regulation 261/2004

As an air passenger, you have certain rights if your flight is delayed. These rights are governed by EU Regulation 261/2004.

Passenger rights in event of a flight delay

    If your flight is delayed, you might be entitled to financial compensation. The amount of compensation is between €250 and €600 per passenger, depending on the distance of the flight. You are also entitled to free of charge refreshments and beverages in a reasonable relation to the waiting time. Read on to learn more about your passenger rights.

  • Based on European Regulation No. 261/2004, passenger compensation for flight delays is calculated based on the distance of the flight. Passengers on flights that are delayed 3 or more hours are entitled to full compensation. Here’s an explanation of the compensation plan, calculated based on flight distance:

    • Short distance flight delays — up to 1,500 km: passengers are due €250 compensation
    • Medium distance flight delays — Community flights (within EU) of more than 1,500 kilometres and for all other flights between 1,500 and 3,500 kilometres; passengers are due €400 compensation
    • Long distance flight delays — over 3,500 km: passengers are due €600 compensation

    To qualify for such compensation, the delayed flight must meet the following conditions:

    • Your flight starts in an EU member state or your flight starts in a non-EU member state and ends in an EU member state and is operated by an EU airline
    • Your flight arrives at its final destination with a delay of more than 3 hours
    • There is no force majeure

    In the event of a delay of 5 hours or more, you have the right to cancel the flight. The airline company is obliged to offer you the following:  If you do so, the airline company is obliged to reimburse the unused ticket in full. The options are to:

    • Reimbursement of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant,
    • a return flight to the first point of departure, at the earliest opportunity.

    The cost of the ticket is irrelevant to the total amount of compensation, so you will be able to claim on flights with low-cost airlines. The time limit for bringing action under European Regulation No. 261/2004 is subject to the national legislation of each Member State.

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  • The European regulation applies to:

    • All passengers departing from a European Union country, Iceland, Norway (or Switzerland)
    • All passengers departing from a third country and the flight is operated by an EU airline company.
    • All passengers arriving from a European Union country, Iceland, Norway (or Switzerland)

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  • If your flight departs two hours late, you are entitled to free beverages and meals at the airport of departure, offered by your carrier, as well as 2 phone calls, faxes, or emails.

    If the delay is so long that your flight does not leave until the next day, you are also entitled to accommodation and transport between the airport and the accommodation and back.

    Whether the airline company should provide this type of assistance depends on the waiting time and the flight distance. It is obliged to do so if your flight takes off with a delay of more than:

    • 2 hours or more for flights up to 1,500 km
    • 3 hours for flights of more than 1,500 km in the European Union and for all other flights between 1,500 km and 3,500 km
    • 4 hours or more for flights of more than 3,500 km

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  • According to European regulations, an airline cannot always be held responsible for a flight delay. In situations of force majeure — e.g. poor weather conditions, an unannounced air traffic control strike, or terrorism — you are not entitled to financial compensation.

    Even if the delay of a flight is caused by extraordinary circumstances, the air carrier is still obliged to fulfil the obligation of care. Taking into consideration the particular circumstances linked to the events and the principle of proportionality.

    What if the aircraft has technical problems?

    According to the Court of Justice of the European Union, a technical problem with the aircraft is not an exceptional circumstance. If a flight is delayed due to a technical problem, passengers are entitled to compensation. This applies to all technical problems that arise in the context of an airline’s normal activity.

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    • Use our flight calculator on this page to check if you are entitled to compensation — and if so, how much.
    • Make a list of unforeseen expenses, such as costs incurred for food and beverages, taxis, or hotel accommodation.
    • Share your claim with the airline company in writing, via its website, or by email. If applicable, add the list of expenses and copies of receipts.
    • Wait for the airline company’s response and proposed solution. To ensure effective handling of individual claims airlines will be required to respond within a deadline of two months to passengers. Does it fail to respond? Or are you unable to resolve the dispute with the airline company? In those cases, contact your local European Consumer Centre. Our legal specialists will check if your claim falls under the European rules for compensation and if you are eligible for (financial) compensation. Should your claim be justified, we will help you resolve the complaint. The European Consumer Centre’s services are provided free of charge.

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How can I quickly find out whether I can get compensation — and if so, how much?

Did your flight get delayed and do you want to know if you are entitled to compensation? Use the flight calculator below. Complete a few simple steps to discover whether you can get compensation — and if so, how much.

Where can I get assistance and advice?

The European Consumer Centres Network provides free legal advice and support on cross-border purchasing issues. It can also help consumers deal with disputes relating to travelling in the EU, Norway, and Iceland. If you have tried to resolve a dispute with a business to no avail, click here to contact your local ECC and submit an enquiry.

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