Delays and flight cancelations are unpleasant situations that can unfortunately affect every traveler. Although we are unable to predict them, it is worth knowing your rights and the procedures we have in the event of a delay or cancelation of a flight. Below you will find some of our tips on what to do in both of these situations.

Flight delay:

1. Monitor information – Check the departure plates or airline application regularly. Delays can be prolonged or shortened.

2. Contact an airline representative – Go to the airline’s customer service desk for official information about the reasons for the delay and the estimated departure time.

3. Keep all documents – Collect and store boarding passes, booking confirmations and any documents related to the delay that may be needed when submitting a complaint.

4. Take pictures of information boards – Documenting the delay may be helpful in the later pursuit of claims.

Flight cancelation:

1. Immediately report to the airline’s location – The sooner you do, the greater the chances of finding an alternative connection.

2. Explore the options – The airline should offer you:

◦ Alternative flight to final destination (earliest available or at another convenient time)
◦ Full reimbursement of ticket costs
◦ Return to your place of departure (if you are traveling with connecting flights)

3. Do not sign documents too hastily – Some lines may try to get you to sign a statement on waiving additional claims in exchange for a voucher or other compensation.

Passenger rights and obligations of airlines

Right to care (duty of care)

Whatever the reason for the delay or cancelation, after a certain waiting time the airline has to provide:

Meals & Drinks – You are entitled when the delay exceeds:
2 hours for flights up to 1500 km
3 hours for intra-EU flights above 1500 km
3 hours for other flights between 1500 and 3500 km
4 hours for flights over 3500 km

Accommodation – If the flight is postponed to the next day, the line should provide hotel and transport to/from the hotel.

Communication – Two free phone calls, faxes, e-mails or reimbursement for making them.

Right to compensation

In the European Union, passengers are protected by a Regulation which sets out rights to compensation in the event of:

Cancelations:
· Compensation is due when a flight is canceled without adequate notice (less than 14 days before departure) and no suitable alternative is proposed.

Delayed flights:
· Compensation is due when you arrive at your final destination with a delay of at least 3 hours.

Important exceptions:

Compensation is not due if the delay or cancelation was caused by “extraordinary circumstances” such as:

· Extreme weather conditions
· Air traffic controllers strike
· Security threats
· Unforeseen technical problems due to hidden manufacturing defects

How to enforce your rights?

Directly at the airport:

1. Collect evidence – Ask for written confirmation of the reason for the delay/cancelation of the flight.

2. Keep bills – If you incur additional costs (meals, accommodation), keep all receipts.

3. Demand basic rights – Demand meal vouchers and accommodation if you are entitled to them.

After returning from the trip:

1. Complain to the airline – Preferably in writing, attaching copies of all documents and receipts.

2. Be reasonable – Most airlines expect a notification within 7-30 days.

3. Be specific – clearly define what you expect (reimbursement, compensation).

4. Refer to specific provisions – List Regulation (EC) No 261/2004, if it concerns your case.

If the airline refuses:

1. Contact the National Enforcement Body

2. Consider using specialized companies – There are companies that will help you get compensation for the commission.

3. European Consumer Center – Can help if you have problems with airlines from other EU countries.

4. Court proceedings – Last resort when other methods fail.

Practical advice

· Travel insurance – Consider taking out an insurance that will cover additional costs related to delays.

· Planning Flexibility – If you can, schedule important meetings with headroom, taking into account possible delays.

· Mobile apps – Use airline apps, which often inform about changes faster than airport boards.

· Plan B – Always have a well thought out alternative travel plan, especially for important trips.