Cancellation and Delay of Airline Flights: Rights and Compensation
Cancellation and delay of airline flights is a standard situation where clear rules govern the relationship between the carrier and the passenger. The airline is responsible in both cases. A ticket, including an electronic one, is an agreement in which the passenger has paid for a service that must be provided in full and at a certain quality level.
I have gathered up-to-date information about what a passenger on a delayed or cancelled flight is entitled to, when you can demand a full refund, and when only compensation for inconvenience is available.
How to Find Out About a Flight Delay or Cancellation
The airline usually informs passengers about the flight departure time change or cancellation via email, SMS, or phone. However, this is not always the case, and passengers may need to contact the carrier or airport services themselves to find out the current status of the flight. You can go to the airport website and check the electronic departure board or check the current information for your flight.
What is Due in Case of Flight Delay
According to the law, the carrier must provide luggage storage. Passengers with children under seven years old must be provided with a mother and child room. If the flight is delayed for two hours or more, the airline must provide soft drinks, two phone calls, or two emails. After a four-hour delay, a free hot meal is provided. For delays longer than 8 hours during the day and more than 6 hours at night, passengers have the right to request accommodation in a hotel and transfer to and from the airport.
How to Get Drinks, Food, and Hotel Refunds for a Delayed Flight
With a delay of four hours or more, you’re entitled to a complimentary hot meal. However, complaints about missing food or drink vouchers are common, as airline employees are not required to search the entire airport for passengers to distribute these items. Passengers should monitor airport announcements and look for an airline representative at the check-in counter or boarding gate.
What to Do if You Can’t Find an Airline Representative at the Airport
If you can’t find a representative, contact the airport information desk. Collective complaints from passengers are often effective in resolving issues.
Reasons for Delay and What Compensation Can Be Obtained
A passenger has the right to compensation for losses due to a delayed flight, such as cancelled connecting flights or pre-paid excursions. The best protection is buying a single ticket for connecting flights. If two separate tickets are purchased, the passenger is responsible for resolving any issues. In Russia, compensation for delays is calculated at 25% of the minimum wage per hour of delay, but no more than 50% of the ticket price. Compensation may also include a penalty of 3% per hour of delay. Compensation does not apply if the delay was due to circumstances beyond the airline’s control, such as bad weather, political instability, or strikes.
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Is It Possible to Get a Refund if the Flight is Delayed or Cancelled?
A flight delay or cancellation is a valid reason for a full refund, even for non-refundable tickets. There are no minimum time limits for delays in Russia, and the return is considered forced.
How to Get a Refund for a Ticket or Compensation
If the flight was cancelled or delayed and you refuse to fly, you can apply for a refund where the ticket was purchased. This can be done online through the carrier’s website or mobile app, in person, or by mail. Some carriers automatically refund money when a flight is cancelled. However, communication via social media or website forms may not be accepted in court. To ensure the refund process, contact the airline directly with a pre-trial claim.
What is the Compensation for a Flight Delay or Cancellation in Europe?
European and foreign airlines also follow compensation rules. In case of flight delays, airlines must provide food, refreshments, and hotel accommodation, depending on flight distance and waiting time. Passengers may be entitled to compensation ranging from 250 to 600 euros for long delays.
What Documents Can Be Referenced?
Internationally, passenger rights are subject to international conventions, such as the Montreal Convention and local legislation. EU Regulation No. 261/2004 applies to flights to and from the European Union, whereas other nations, such as the US, have their own rules implemented by organizations such as the Department of Transportation. Airline contracts also establish rights based on route and carrier.
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Remember: Key Points for Passengers
Check for Flight Delays: Use the electronic flight schedule on the airport website.
Rights During Delays: The carrier must provide luggage storage, a mother and child room, and food after specific delays.
Hotel Accommodation: You have the right to request hotel accommodation and transfer after prolonged delays.
Document Your Delays: Ask for your boarding pass to be marked with the delay or cancellation.
Compensation: You may receive compensation for delays due to the airline’s fault, including fines and penalties.
Foreign Airlines: Foreign carriers must also provide food, refreshments, and hotels based on the flight distance and waiting time.
