If the flight is delayed by more than two to four hours (depending on the distance), the passenger has a right to care, i.e. information, two telephone calls or internet access, refreshments, and possibly a hotel and transport from/to the airport, to an extent corresponding to the time of day and the length of the delay. In addition to this, they also have the right to compensation, if they reached their destination by the delayed flight three or more hours late.
A situation when you miss your connecting flight due to a delay on the previous one. The same extent of rights applies here as for a delayed flight.
You are denied boarding a flight even though you arrived on time and with a valid airline ticket for check-in, because they sold more seats than the capacity of the aircraft. You have the same rights as in the case of a delayed flight.
Of course, there are a number of factors which can affect a flight for which the carrier cannot bear responsibility, and therefore is not obliged to compensate the passenger. These include the following cases:
Although it is the subject of frequent discussions, under current legislation the carrier is not obliged to compensate passengers if an ongoing strike by their own or another company's employees prevents the standard preparation and operation of a flight. They are obliged to provide care, an alternative flight, or refund the fare.
Air transport is completely dependent on weather conditions. The evaluation of the specific situation is in the hands of the crew, which is responsible for the passengers' safety. The carrier is obliged to provide an alternative connection, care or refund the price of the airline ticket.
Natural forces (hurricanes, volcanic activity, floods etc.) can restrict air transport for several days, without an entitlement to financial compensation arising for the passengers.
Growing demand leads to a situation where airspace capacity is not sufficient. A situation where air traffic control does not grant permission to operate the flight at the planned time can be traced retrospectively. In this case, the carrier is obliged to care for the passengers, but not compensate them for the delay.
Fill in a simple on-line form in just a few steps. The form will tell you what level of financial compensation you are entitled to. Choose the contractual conditions according to the programmes offered ? Price List. In addition to entering the details of the flight and your contact details, you also add consent to the processing of personal data and the wording of the Contract of Mandate. If your event cannot be included among the predefined incidents, write to us using the Contact Form.
If our specialist workers assess your request as legitimate, and require further information, they will contact you in writing or by telephone. If a further explanation is not necessary, they will send you a Power of Attorney to be filled in and signed, on whose basis you will grant our expert team the authority to arrange financial compensation. The worker assigned to you will regularly inform you in writing about the status of your request, and possibly consult proposals for further action with you. The collection time of the financial compensation differs due to the influence of many factors. The average settlement period is roughly 3 months
If we assess that you are not entitled to financial compensation, we will inform you in writing of the reason why you do not have a claim, and if applicable inform you (if the given problem requires it) what to avoid in the future.
Even if your request is resolved without an entitlement to financial compensation, a client account has still been created for you. If you have another unpleasant experience with a flight, for example if your flight is delayed or cancelled, you can use your account once more.