Assistance and compensation: Your rights as a passenger

On most flights, you'll arrive at your destination problem-free. However, things can go wrong from time to time – for example, if a flight is cancelled, delayed by more than 5 hours, or you get downgraded to a lower seat class than you paid for. Please check below to see if your current flight situation warrants assistance or compensation.

Delayed flights

Delays can often interfere with your onward travel plans. If you are more than 3 hours late to your final destination – and are flying with a European airline – you will usually be entitled to assistance and/or compensation.

Cancelled flights

If there are no special circumstances, you may be entitled to assistance and/or compensation for cancelled flights. This situation applies if your flight has been cancelled with less than 14 days notice, and no other flights are available on or around the same dates.

Denied boarding

You may be denied boarding if you're told that the flight is full at check-in. In that case, you may be entitled to compensation.

Changes to boarding class

If you are unexpectedly upgraded to a higher class – congratulations! As long as you're not charged extra for the privilege. If you are downgraded to a lower class of ticket than you originally paid for, you may be eligible for compensation.

Lost or damaged baggage

Very few things are more disruptive to your travel than lost or damaged bags. If your hold baggage is lost or damaged, or hand baggage damaged, you can lay a complaint and claim compensation.