up to € 600,- Compensation

Flight delayed? Flight canceled?

With EURO FLY REFUND, get the compensation you are owed

Forgot flight number?

Very important when calculating delays:

The time that counts is when the doors of the airplane were actually opened.

Airline Passenger Rights in the Event of Flight Delays

EU passenger rights regulations, which have been in effect since 2004, strengthen the rights of passengers if they are affected by flight delays. Regardless of whether they were rebooked on a different flight or if the ticket price was refunded, in the event of delays lasting 3 hours or longer passengers are eligible for compensation between €250 and €600. The scale is stipulated within the regulations and applies both to regular airline travel as well as package holidays and business trips. Fundamentally, in order to calculate the length of the flight delay, we focus on the actual time when the doors of the airplane were opened and the passengers were able to disembark. In other words, contrary to what many assume, not the time when the plane touched down on the tarmac.

Compensation Claims

Here you will find an overview of the rules which determine whether or not you have a right to compensation:

Arrival and Departure EU Airline Non-EU Airline
1. Departure airport outside the EU and arrival airport outside the EU No No
2. Departure airport outside the EU and arrival airport inside the EU Yes No
3. Departure airport inside the EU and arrival airport outside the EU Yes Yes
4. Departure airport inside the EU and arrival airport inside the EU Yes Yes

The amount of compensation is based upon the flight distance. For flights of up to 1500 km you will receive €250, between 1500 km and 3500 km €400, and for flights of over 3500 km you will receive compensation in the amount of €600. In addition to the compensation payments, you also have a right to support services as well as meals, which must be provided by the airline in question. These do not reduce your right to compensation, however.

How and where do I demand compensation?

You must address your compensation claim to the airline with which you actually flew and not necessarily the airline with which you booked. The tour operator, even if you booked a package holiday, has nothing to do with the process, since it is not legally responsible for the pursuit of your claims. However, in many circumstances it is very difficult for passengers to find the correct point of contact at the airline in question. Customer hotlines are not responsible, complaint emails are often not answered, while information that pertains to passenger rights is often very well hidden on the airline’s website. In the face of this, one option is to take advantage of the services offered by Euroflyrefund and enter the details of your particular case. This will allow us to examine your claim – free and at no obligation – and see if you do indeed have a right to compensation, saving you the hassle and bureaucratic nightmare of dealing with the airline directly. This is the easiest way for affected airline passengers to collect the money they are due. However, airlines are very inventive when it comes to avoiding compensation payments. Either they don’t respond to the request at all, allow themselves all the time in the world to respond, or become very imaginative in conjuring up extraordinary circumstances. Passengers are worn down by the process and frequently lose heart in dealing with the airline. We will be glad to take care of everything on your behalf, so that you are successfully able to assert your rights. Only if we are successful, will we charge you a contingency fee of 24% + VAT.

However, airlines are very inventive when it comes to avoiding compensation payments. Either they don’t respond to the request at all, allow themselves all the time in the world to respond, or become very imaginative in conjuring up extraordinary circumstances. Passengers are worn down by the process and frequently lose heart in dealing with the airline. We will be glad to take care of everything on your behalf, so that you are successfully able to assert your rights. Only if we are successful, will we charge you a contingency fee of 24% + VAT.

What conditions must I meet in order to receive compensation?

Fundamentally, it doesn’t matter whether your case involves personal, package or business travel, whether you are flying on a low-cost carrier or if the passenger was a paying child. If you meet the following criteria, you have a right to compensation:

  • You arrived promptly at the check-in counter (unless otherwise printed on your booking confirmation, at least 45 minutes before take-off)
  • The flight was delayed by more than 2 hours
  • and was less than 3 years ago
  • You are in possession of a valid booking confirmation as well as a valid ticket; this ticket might also have been issued as part of a customer loyalty or promotional program.
  • The airplane landed at an airport within the EU and the airline is headquartered in the EU
  • The airplane took off from an airport inside the EU
  • There were no extraordinary circumstances that caused the delay
  • The fare you paid for the flight was neither free nor discounted in a form not otherwise directly or indirectly available to the general public.

If these conditions apply to you, you have three years in order to assert your claims. Even if the airline stipulates a different time period in its terms and conditions, these 3 years are guaranteed to you under the law and are thus binding upon the airline.

Exception: extraordinary circumstances

Despite all of the above, there are a few circumstances when airlines are not required to pay compensation. These are defined as extraordinary circumstances. They include, amongst other things, adverse weather conditions such as freezing rain or heavy snowfall, natural catastrophes, strikes at the airport, closure of airspace as well as bird strikes affecting the immediately preceding flight. Even if such reasons cause a delay for which you cannot receive compensation, the airline is still obligated to provide you with the following support services for the duration of your waiting period:

Waiting period Route Entitlement
2-hour wait or longer total flight distance of under 1500 km Reimbursement for necessities such as meals, drinks, telephone calls and emails
3-hour wait or longer a total flight distance of 1500 to 3500 km Reimbursement for necessities such as meals, drinks, telephone calls and emails
4-hour wait or longer a total flight distance of over 3500 km Reimbursement for necessities such as meals, drinks, telephone calls and emails
5-hour wait or longer All flights Rescission of the transportation agreement and full reimbursement of the ticket price
Flight only on the next day All flights Overnight hotel accommodation including transfer