Cancelled flight? Long flight delay? Denied boarding? Lost or damaged luggage?
Thanks to EU air passenger rights, you may be entitled to reimbursement, rerouting, compensation and more. Your European Consumer Centre can advise you on your case.
You have EU air passenger rights if:
* or Iceland, Norway, Switzerland
- departs from an EU country*
- arrives in an EU country* with a carrier licensed in the EU*
Your main EU air passenger rights:
- If your flight is cancelled, the airline must give you the choice between reimbursement or rerouting. You may also be entitled to additional compensation (€125-€600) under some conditions.
- [!] You are not entitled to additional compensation if the airline can prove that the cancellation was caused by extraordinary circumstances (e.g. airspace closure) or if you were informed at least 14 days before the flight, or if you were rerouted close to your original schedule.
- »You have the right to assistance (such as refreshments, meals, phone call and an overnight stay) if necessary while waiting for re-routing.
- [!] If you request reimbursement of your ticket, you give up the right to any further assistance or re-routing
- For long delays, you may be entitled to assistance and to compensation, depending on the delay length and flight distance.
- If you are denied boarding, you also have the choice between reimbursement or rerouting. You may also be entitled to compensation. If you choose re-routing, you are entitled to assistance if necessary.
- The airline must always inform you about your rights.
- If your luggage is lost, damaged or delayed, you may be entitled to compensation from the airline of up to about €1200.
- [!] The airline is not liable if they can prove that they have taken all reasonable measures to avoid the luggage problem or that it was impossible to avoid.
- For damaged luggage, you need to file your claim within 7 days of receiving your luggage (21 days for delayed luggage).
Something went wrong with my flight. What do I do?
Always try to contact the air carrier first. For a cancelled flight, delays or if you are denied boarding, you may use the EU complaints form if the carrier does not provide you with a form.
To claim compensation for lost, damaged or delayed luggage, keep in mind the deadlines and restrictions that apply.
If you did not get an answer from the air carrier or you are not happy with it, you can get in touch with your European Consumer Centre for further help.
Your European Consumer Centre can:
offer more detailed online advice on your rights
advise you on your particular case
contact the airline (or help you contacting the airline) to try to find an amicable solution to your complaint
help you file a complaint to the relevant national enforcement body (NEB) if your flight was cancelled, delayed or you were denied boarding
advise you on taking your case to an out-of-court scheme (or to court if necessary).
How the Centres helped others
Cancelled flight refund: Irish consumer / French airline
Due to the ash cloud, an Irish consumer’s return flight was cancelled and she had to wait 6 days to be rerouted.
Lost luggage compensation: Irish consumer / French airline
An Irish consumer's bag was lost while travelling with the airline.