Know your rights: Compensation for delayed or cancelled flights by airline

delayed-and-cancelled-flights
Flight punctuality in the UK plummeted to 71% last summer, down from 79% in 2013, according to statistics from the Civil Aviation Authority*. To help travellers fight back, APH.com has created a comprehensive guide highlighting airline policies for delayed or cancelled flights.

AIRLINE WHERE TO FIND INFORMATION CANCELLED FLIGHT DELAYED FLIGHT REFUND POLICY STIPULATIONS

EU Regulation (EC) 261/2004

Compensation:

  • £178 (€250) for all flights of 1500 kilometres or less
  • £285 (€400) for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres
  • £428 (€600) for all other flights
Compensation (Delays over three overs):

  • £178 (€250) for all flights of 1500 kilometres or less
  • £285 (€400) for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres
  • £428 (€600) for all other flights
  • N/A
Aer Lingus

 

Refund/Reroute A choice between:

  • Reimbursement
  • Re-routing under comparable transport conditions at the earliest opportunity
  • Re-routing under comparable transport conditions at a later date more convenient to the passenger (subject to availability of seats)

Compensation

  • £183 (€250) for all flights less than 1500km
  • £293 (€400) for all flights greater than 1500km between community airports with no stopovers
  • For all other flights between 1500km and 3500km
  •  £440 (€600) for all flights not falling under the first 2 categories

Accommodation, Assistance & Refreshments

  • Meals & refreshments (in reasonable relation to waiting time)
  • 2 telephone calls, telex, fax messages, or e-mail
  •  Accommodation and transport between airport and accommodation if reasonable expected time of departure of new flight is at least the day after planned departure and:
  • A stay of 1 or more nights becomes necessary
  • A stay additional to that intended by the passenger becomes necessary
CompensationOver 5 hours (and customer decides not to travel on delayed flight):

  • Reimbursement
  • Travel vouchers

Accommodation, Assistance & Refreshments

Over 2 Hours:

  • Meals and refreshment (in reasonable relation to the waiting time)
  • 2 telephone calls, telex , fax messages, or emails
  • Accommodation and transport between airport and accommodation in cases
  • Where a stay of 1 or more nights becomes necessary, or
  • Where a stay additional to that intended by the passenger becomes necessary
Reimbursement

  • Processed within 7 days
  • The full ticket at the purchase price, for the part/parts of the journey not made
  • For the part/parts already made if the flight no longer serves any purpose in relation to the original travel plan, together with (when relevant) a return flight to the first point of departure at the earliest opportunity

Exceptions of refunds:

 

If passenger has been informed of the cancellation:

  • At least 2 weeks before scheduled time of departure
  • Between 2 weeks and 7 days before the scheduled time of departure and are offered re-routing, allowing departure no more than 2 hours before scheduled time of departure and reaching final destination less than 4 hours after the scheduled time of arrival
  • Less than 7 days before scheduled time of departure and are offered re-routing, allowing departure no more than 1 hour before the scheduled time of departure and reaching final destination less than 2 hours after the scheduled time of arrival
  • Aer Lingus can prove that cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken
Air Canada

 

Refund/Re-routeAir Canada will rebook passengers:

  • On next available Air Canada, Air Canada rouge or Air Canada Express flight (in the cabin originally purchased) within 7 days of original travel date. Air Canada also changes return flight to match the same length of stay if necessary
  • On a flight with another airline with which Air Canada has an agreement for such transportation, if circumstances permit
  • With Via Rail when a train segment matching passenger’s itinerary is available

Cancellation:

If passengers choose to cancel their booking, they may:

  • Retain the unused portion of their tickets and use it towards future travel on Air Canada
  • Obtain a refund for the unused portion of their ticket

Accommodation, Assistance & Refreshments

If the next available flight doesn’t depart until the next day, Air Canada provides certain expenses to eligible customers when a flight is cancelled due to reasons within Air Canada’s control. Customers should check with an airport agent whether they qualify for:

  • Meal vouchers
  • Hotel accommodation
  • Transportation to and from the airport
Refund/Re-routeOver 2 Hours:

  • Customers may change reservation at no cost by choosing a new departure date within 7 days of the original travel date
  • If changing their departing flight, customers can also, choose a new return flight to match the same length of stay
  • Customers may retain the unused portion of their ticket and use it towards future travel on Air Canada
  • Customers may request a refund for the unused portion of their ticket

Over 4 Hours:

When the delay is caused by circumstances within Air Canada’s control, they will offer:

  • Vouchers for use at an airport restaurant or for the Air Canada Café service
ReimbursementIf the passenger chooses to request a refund:

  • Refund method will accord with the method in which passenger paid
  • Refund will include fare and all taxes, as well as certain charges paid for added travel options
  • For circumstances outside Air Canada’s control, if the flight has been rescheduled to depart the next day, Air Canada representatives will provide customers with hotel contact information where they can obtain customer rates
Air France

 

Accommodation, Assistance & Refreshments

  • Accommodation and transport between airport and accommodation where overnight stay is necessary
  • 1 prepaid phone card or the cost of the 2 telephone calls limited to 5 minutes each
  • Fax messages or emails
Refund/Re-routeIf delay is over 5 hours (and customer decides not to travel on delayed flight):

  • Reimbursement of full cost
  • Opt for a return flight to the first point of departure as noted on the ticket

Accommodation, Assistance & Refreshments

Over 2 Hours:

  • Meals and refreshments in reasonable relation to the waiting time
  • 1 prepaid phone card or the cost of the 2 telephone calls limited to 5 minutes each
  • Fax messages or emails
ExceptionsNon-refundable vouchers:

  • Flights of 1500km or less £260 (€350)
  • Flights within the EU of more than 1500km and all other flights between 1500 and 3500km £372 (€500)
Alitalia
  • Alitalia.com

 

Refund/Re-Route

  • Passengers are entitled to a full refund if the flight is cancelled
  • A full refund is also available if the airline changes the airport that the passenger will be arriving at or passing through (e.g. London Heathrow changed to London Ga2ck)
Refund/Re-Route

  • Passengers are entitled to a full refund if the flight is delayed for over 5 hours

Accommodation, Assistance & Refreshments

  • Refreshments are available
  • Passengers are advised to speak to the Customer Service department at the airport for refreshments and any accommodation that may be available
Reimbursement

  • May take up to 14 days to process

Exceptions

  • Passengers are only entitled to compensation if flight is delayed over 5 hours or cancelled
American Airlines
  • Americanairlines.co.uk

 

Refund/Re-Route

  • Passengers will be rebooked on an alternate flight
  • If passengers are unable to accept the alternate flight, they will be offered a refund

Accommodation, Assistance & Refreshments

  • Passengers are advised to check with the airport for any accommodation and assistance
Refund/Re-RouteLess than 1 hour:

  • Passengers will be rebooked on an alternate flight

More than 2 hours:

  • Passengers will be rebooked on an alternate flight
  • If unable to accept alternate flight, they will be offered a refund
Exceptions

  • Passengers are not offered a refund if the flight is delayed for less than 1 hour
Atlantic Airways
  • Atlantic.fo

 

Refund/Re-Route

  • Dependant on the circumstances and reason for cancellation or delay

Compensation

  • In the European Union, Atlantic Airways follow the EU regulation allowing passengers to seek compensation
Refund/Re-Route

  • Dependant on the circumstances and reason for cancellation or delay
Exceptions

  • The provisions for compensation only apply in connection with flights:
  • Departing from airports located within the EU
  • From airports located outside the EU if the relevant flight takes place with a so-called community carrier, i.e. an air carrier with an operating licence granted by a Member State in accordance with specific EU rules
  • Atlantic Airways is a Faroese and not a community carrier and the compensation rules do not apply to flights from the Faroe Islands
BMI Refund/Reroute A choice between:

  • Reimbursement
  • Re-routing under comparable transport conditions at the earliest opportunity
  • Re-routing under comparable transport conditions at a later date more convenient to the passenger (subject to availability of seats)

Compensation

  • £183 (€250) for all flights less than 1500km
  • £293 (€400) for all flights greater than 1500km between community airports with no stopovers
  • For all other flights between 1500km and 3500km
  • £440 (€600) for all flights not falling under the first 2 categories

Accommodation, Assistance & Refreshments

  • Hotel accommodation where a stay of 1 or more nights becomes necessary
  • Transport between the airport and place of accommodation (hotel or other)
Refund/Reroute

  • Passengers will be re-routed at the earliest opportunity
  • Reimbursement if delay is over 5 hours and passenger chooses not to travel

Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to the waiting time
  • 2 telephone calls, telex or fax messages, or emails
  • Hotel accommodation and transport may also be offered if the flight is delayed:
  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500km and for all other flights between 1500km and 3500km
  • 4 hours for all other flights
Reimbursement

  • For part or parts of the journey not made
  • Parts already made if flight no longer serves any useful purpose

Exceptions

Customers are not entitled to a refund if:

  • Informed of the cancellation at least 2 weeks prior to scheduled time of departure
  • Informed of the cancellation:
  • Between 2 weeks and 7 days before scheduled time of departure
  •  Offered re-routing, allowing departure no more than 2 hours before scheduled departure and to reach final destination less than 4 hours after scheduled time of arrival
  • Informed of cancellation less than 7 days before scheduled time of departure and offered re-routing, allowing them to depart no more than 1 hour before scheduled departure and to reach their final destination less than 2 hours after the scheduled arrival
  • When BMI regional can prove the cancellation/delay is due to extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, including but not limited to:
  • Air traffic control
  • Weather
  • Civil unrest
  • Terrorist alerts and security alerts
  • Strike action
  • Unexpected flight safety shortcomings

Compensation for cancellations

  • Compensation is reduced by 50% if the passenger has been offered re-routing to the final destination, and this results in a scheduled arrival time which does not exceed the scheduled arrival time of the original flight by:
  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500km and for all other flights between 1500km and 3500km
British Airways Refund/Re-Route:

  • Re-routing, under comparable transport conditions, to the final destination:
  • At the earliest opportunity
  • At a later date at the passenger’s convenience (subject to availability)
  • Refund

Accommodation, Assistance & Refreshments

  • Hotel accommodation
  • Transport between airport and place of accommodation
  • Meals and refreshment (in reasonable relation to the waiting time)
  • Means of contacting 2 people outside the airport
Refund/Re-Route

  • If a flight is delayed by 5 hours or more, the purchaser of the ticket is entitled to a refund

Accommodation, Assistance & Refreshments

Over 3 hours:

  • Meals and refreshment (in reasonable relation to the waiting time)
  • Operating carrier provides hotel accommodation if necessary
  • Transport between airport and place of accommodation
Reimbursement

  • Payable to person who purchased the ticket
  • Refunds apply to the part or parts of the journey not flown

Compensation

Where passengers are:

  • Delayed at final destination by more than 3 hours and delay arises from causes within the carrier’s control
  • Informed of cancellation less than 4teen days before planned departure date that arises from causes within the carrier’s control

Exceptions

To compensation:

  • Extraordinary circumstances which could not have been avoided by all reasonable measures Unless passenger is offered a re-route allowing departure and arrival at final destination within 2 hours of scheduled departure and less than 4 hours after scheduled arrival
  • Have been informed of a cancellation 4teen days or more before planned departure date
  • Compensation is reduced by 50% if any re-routing offered to final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the original flight by:
  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500km and for all other flights between 1500km and 3500km
  • 4 hours for all other flights
Cathay Pacific Refund/Re-Route

  • Re-routing to final destination at the earliest opportunity
  • Re-routing under comparable transport conditions to final destination at later date according to passengers convenience (subject to availability)
  • Reimbursement

Accommodation, Assistance & Refreshments

  • Meals and refreshment (in reasonable relation to the waiting time)
  • Hotel accommodation
  • Transport between airport and any overnight accommodation provided
Accommodation, Assistance & RefreshmentsOver 4 Hours:

  • Meals and refreshment (in reasonable relation to the waiting time)
  • 2 telephone calls, telefax, fax messages or emails
  • If flight expected to be delayed until at least the day after original scheduled departure, Cathay Pacific offer, free of charge:
  • Hotel accommodation
  • Transport between the airport and any overnight accommodation provided by them
Reimbursement

  • Within 7 days of the full cost of ticket

Exceptions

Passengers are not entitled to compensation when:

  • Informed of flight cancellation 14 days or more before original scheduled time of departure
  • Informed of cancellation 7 to 13 days before original schedule time of departure
  • Passengers have  been offered an alternative flight allowing departure no more than 2 hours before original scheduled departure and to arrive at their final destination less than 4 hours after original scheduled arrival
Delta Airlines Refund/Re-Route

  • Re-routing to final destination under comparable transport conditions as soon as possible or at a later date at passengers convenience (subject to availability of seats)
  • Reimbursement

Accommodation, Assistance & Refreshments

  • Meals and refreshment (in reasonable relation to waiting time)
  • Hotel accommodation where a stay of 1 or more nights or a stay in addition to that which passenger originally intended becomes necessary (transport included)
  • 2 telephone calls, fax messages or emails
Refund/Re-Route

  • Right to reimbursement if:
  • Delay is at least 5 hours
  • Passenger does not wish to continue initial travel plans

Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to waiting time
  • Hotel accommodation where a stay of 1 or more nights or a stay in addition to that which passenger originally intended becomes necessary (transport included)
  • 2 telephone calls, fax messages or e-mails
Reimbursement

  • Within 7 days of ticket price
  • For part or parts of the journey not made
  • Parts already made if flight no longer serves any useful purpose

Exceptions

Passengers are not entitled to compensation when they have been informed of a flight cancellation:

  • 2 weeks or more before the scheduled time of departure
  • Between 2 weeks and 7 days before scheduled departure
  • Passengers were offered re-routing with departure no more than 2 hours before scheduled departure and an arrival at final destination less than 4 hours after scheduled arrival
  • Less than 7 days before scheduled time of departure and passenger was offered re-routing with departure no more than 1 hour earlier than scheduled time of the cancelled flight and allowing arrival at final destination no less than 2 hours after scheduled time of arrival

Compensation:

Reduced by 50% if any re-routing offered to final destination results in a scheduled arrival time not exceeding the scheduled arrival time of the original flight by:

  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500 km
  • 4 hours for all other flights between 1500km and 3500km

Passengers entitled to non-refundable vouchers instead of cash compensation:

  • Flights of 1500km or less £260 (€350)
  • Flights within the EU of more than 1500km and all other flights between 1500 and 3500km £372 (€500)
  • Flights not falling under first 2 categories £597 (€800)
EasyJet  Refund/Re-Route

  • Rebook flight free of charge on the My EasyJet App, at the sales desk in the airport or via the Customer Service Team
  • Entitled to a full refund

Accommodation, Assistance & Refreshments

  • Accommodation and transport to place of accommodation and back to the airport
Refund/Re-RouteOver 1 Hour (but less than 5 hours):

  • Change disrupted flight (along with related inbound flight) to original destination within 7 days of original departure at no additional cost
  • Passengers can receive an EasyJet Flight Voucher for the disrupted flight not used, as well as to the value of any return flight if applicable and if they choose not to use it
  • Voucher will be valid for 6 months from the date of issue

Accommodation, Assistance & Refreshments

Over 2 Hours:

  • Vouchers for meal and refreshment
  • 2 telephone calls, telex, fax messages or emails

Over 5 Hours:

  • Accommodation and transport between accommodation and airport
Reimbursement

  • Full refund
  • If passengers booked through easyJet.com, the quickest way to request a refund is to use My EasyJet via EasyJet’s website
  • If passengers booked at the airport sales desk or via their customer services team they must contact EasyJet directly
  • If passengers booked through a third party they will need to contact the agency that they booked their flights with

Exceptions

  • If passengers are claiming additional expenses due to a flight cancellation, such as accommodation or food / drink, then they must note that all such claims must be accompanied with valid receipts in PDF, HTML, GIF, BMP or JPG format only
  • Accommodation for delays is only provided if the new time of departure is at least the day after original departure time
Emirates Refund/Re-Route

  • Reimburse and re-route: fare paid for passengers ticket, and when relevant, Emirates will carry passengers to first point of departure in their contract of carriage on the earliest flight when suitable space is available
  • Re-route passenger either at a later date or on the earliest flight with suitable space available to their final destination airport
  • Or to another airport serving the same town, city or region
  •  Emirates will provide passenger with surface transport to their final destination airport
  • Passenger may also be entitled to compensation

Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to waiting time
  • 2 telephone calls, telexes, faxes or e-mails
  • If an overnight stay becomes necessary, hotel accommodation is offered
  • Transport between airport and accommodation
Refund/Re-RouteOver 5 Hours:

  • Reimbursement of fare paid
  • Re-route on the first point of departure on the earliest flight with suitable space available

Accommodation, Assistance & Refreshments

Over 2 Hours:

  • Vouchers for meal and refreshment
  • 2 telephone calls, telex, fax messages or emails

Over 5 Hours:

  • Hotel accommodation
  • Transport between the airport and such accommodation if overnight stay becomes necessary due to next day departure
Reimbursement

  • For part of carriage not used
  • For those parts of the carriage used if, as a result of the cancellation, the cancelled flight no longer serves any purpose in relation to original travel plans

Exceptions

Accommodation, Assistance & Refreshments:

  • Assistance described is free of charge and passengers will be entitled to it to the extent that Emirates reasonably expect its provision would not cause further delay

Passengers are not entitled to compensation when informed:

  • 2 weeks or more before the scheduled time of departure
  • Between 2 weeks and 7 days before scheduled departure
  • Passengers were also offered re-routing with a departure no more than 2 hours before scheduled departure and an arrival at the final destination is less than 4 hours after scheduled arrival
  • Less than 7 days before  scheduled departure
  • Passengers were also offered re-routing with departure no more than 1 hour earlier than scheduled time of the cancelled flight and allows  arrival at final destination no less than 2 hours after scheduled arrival

Compensation:

Reduced by 50% if any re-routing offered to final destination results in a scheduled arrival time not exceeding the scheduled arrival time of the original flight by:

  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500 km
  • 4 hours for all other flights between 1500km and 3500km
Etihad Compensation

  • Compensation may be offered
  • Passengers are advised to contact Etihad Customer Service by email to quantify compensation for cancellations
Compensation

  • Compensation may be offered for flights delayed over 6 hours
  • Passengers are advised to contact Etihad Customer Service by email to quantify compensation for delays
Exceptions:

  • As Etihad does not have a policy for flight delayed under 6 hours
  • If a flight is delayed or cancelled due to circumstances beyond the control of Etihad, such as severe weather, compensation or a refund will not usually be offered. Instead passengers will be rebooked on an alternate flight
Flybe Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to the waiting time
  • 2 telephone calls, telex or fax messages, or e-mails
  • Accommodation, where appropriate, and transport between the airport and place of accommodation
Refund/Re-Route When the delay is at least 5 hours, passengers may choose between:

  • Reimbursement and a return flight to the first point of departure, at the earliest opportunity
  • Re-routing at the earliest opportunity
  • Re-routing at a later date at the passenger’s convenience, subject to availability of seats

Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to waiting time when an operating air carrier expects a flight to be delayed:
  • For over 2 hours in the case of 1500km or less
  • For over 3 hours in the case of all flights greater than 1500km between community airports with no stopovers
  • All other flights between 1500km and 3500km

For 4 hours or more in the case of all flights not falling under the first 2 categories passengers will be offered:

  • Meals and refreshments in reasonable relation to the waiting time
  • 2 free of charge telephone calls, telex or fax messages, or e-mails

When departure is expected to be the next day:

  • Hotel accommodation
  • Transport between the airport and place of accommodation
Reimbursement

  • Within 7 days
  • Full cost of the ticket at purchase price
  • For the part or parts of the journey made
  • For part or parts of the journey already made if flight no longer serves a purpose
  • Applications should be made via passengers original booking agent or Flybe Refunds Department utilising their contact form

Compensation

Under 2 Hours:

  • Passengers with the same return date as their outbound flight can claim for compensation when their flight is delayed for over 3 hours only

Over 5 Hours:

  • Passengers can only claim for compensation when flight is delayed over 5 hours
Iberia Refund/Re-Route

  • Reimbursement
  • A return flight to the first point of departure

Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to the waiting time
  • 2 telephone calls, telex or fax messages, or e-mails
  • Accommodation, where appropriate, and transport between the airport and place of accommodation
Accommodation, Assistance & RefreshmentsOver 2 Hours:

  • Meals and refreshments in reasonable relation to the waiting time
  • 2 telephone calls, telex or fax messages, or e-mails
  • Accommodation, where appropriate, and transport between the airport and place of accommodation

Over 5 Hours:

  • Passengers may choose reimbursement and a return flight to first point of departure
Reimbursement

  • Within 7 days
  • For the part or parts of the journey not made
  • For the part or parts already made if the flight is no longer serving any purpose in relation to the passenger’s original travel plan

Exceptions

Passengers are not entitled to compensation when informed:

  • 2 weeks or more before scheduled departure
  • Between 2 weeks and 7 days before the scheduled departure and were offered re-routing with a departure:
  • No more than 2 hours before scheduled departure
  • And an arrival at the final destination less than 4 hours after the scheduled arrival
  • Less than 7 days before scheduled departure and passenger was offered re-routing with a departure:
    • No more than 1 hour earlier than the scheduled time of the cancelled flight
    • Allowing arrival at the final destination no less than 2 hours after the scheduled time of arrival

Compensation:

Reduced by 50% if any re-routing arrives at the final destination at a time not exceeding the scheduled arrival time of the original flight by:

  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500 km
  • 4 hours for all other flights between 1500km and 3500km
Japan Airlines Refund/Re-Route

  • Japan Airlines will rebook passengers on an alternate flight
  • If this is not possible, Japan Airlines will offer passengers a refund

Accommodation, Assistance & Refreshments

  • Refreshments
  • Hotel accommodation in cases where an overnight stay is necessary
  • Transport to and from hotel
Refund/Re-Route

  • Japan Airlines will rebook passengers on an alternate flight
  • If this is not possible, Japan Airlines will offer passengers a refund

Accommodation, Assistance & Refreshments

  • Refreshments
  • Hotel accommodation in cases where an overnight stay is necessary
  • Transport to and from hotel
Exceptions

  • If a flight is delayed or cancelled due to circumstances beyond Japan Airlines control, such as severe weather, JAL will offer customers assistance in arranging services, however incidental expenses will not be provided
KLM Accommodation, Assistance & Refreshments

  • Hotel accommodation in cases where an overnight stay is necessary
  • Transport to and from place of accommodation
  • 1 prepaid phone card or the cost of the 2 telephone calls limited to 5 minutes each
  • Fax messages or emails
Accommodation, Assistance & RefreshmentsOver 2 Hours:

  • Meals and refreshments in reasonable relation to the waiting time
  • 1 prepaid phone card or the cost of the 2 telephone calls limited to 5 minutes each
  • Fax messages or emails
Reimbursement

  • May take up to 4 weeks to handle refund request
  • Travel Discount Certificates (TDCs) and Travel Credit Vouchers (TCVs) can be used as credit when booking flights with KLM, AIR FRANCE or Delta Air Lines flight numbers
  • EMD voucher is an electronic voucher which is received via e-mail. If the EMD voucher states ‘refundable’, it can be exchanged for cash. If it states ‘non-refundable’, it can be used on KLM.com as credit for a flight booking or a purchase of extra options
Lufthansa Refund/Re-Route

  • Full refund of ticket
  • When relevant, a return flight to first point of departure
Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to the waiting time
  • Hotel accommodation if necessary including transfer costs
  • 2 brief telephone calls or 2 short faxes or emails

The above assistance is available when delay is:

  • For 2 hours
  • For over 2 hours in the case of 1500km or less
  • For over 3 hours in the case of all flights greater than 1500km between community airports with no stopovers
  • All other flights between 1500km and 3500km
  • In the case of more than a 5 hour delay passenger is entitled to a refund
Reimbursement

  • Within 7 days
  • For the parts not used
  • For those parts already used if flight no longer serves its purpose

Exceptions

No right to compensation when the passenger has been informed of the cancellation:

  • At least 14 days before scheduled departure
  • Between 14 and 7 days before the scheduled departure and the alternative flight departs no more than 2 hours before the originally scheduled time of departure and reaches the final destination less than 4 hours after the scheduled time of arrival
  • Less than 7 days before scheduled departure and the alternative flight departs no more than 1 hour before the original scheduled departure and reaches final destination less than 2 hours after the schedule arrival
Monarch Refund/Re-Route

  • Full refund
  • Re-routing with the same operating air carrier on the next available flight
  • Re-routing with the same operating air carrier at a later date at the passenger’s convenience subject to the availability of seats

Accommodation, Assistance & Refreshments

  • Hotel accommodation
  • Transport to and from hotel
  • Meals and refreshments in reasonable relation to waiting time
Refund/Re-Route

  • Re-routing

Over 5 Hours:

  • Full refund available if passengers choose not to travel

Accommodation, Assistance & Refreshments

  • Meals and refreshments in reasonable relation to waiting time
  • 2 telephone calls, telex or fax messages or emails
  • Reasonable hotel accommodation where a stay of 1 or more nights is necessary
  • Transport between the airport and place of accommodation
Reimbursement

  • Full refund for the sector or sectors not used

Exceptions

Compensation:

  • Reduced by 50% if any re-routing offered to final destination results in a scheduled arrival time not exceeding the original scheduled arrival time by:
  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500 km
  • 4 hours for all other flights between 1500km and 3500km
  • Passengers are not entitled to compensation when:
  • Informed of flight cancellation 14 days or more before original scheduled departure
  • Informed of cancellation 7-13 days before original schedule time of departure and have  been offered an alternative flight allowing departure no more than 2 hours before original scheduled departure and to arrive at final destination less than 4 hours after original scheduled arrival
Qantas Group Refund/Re-Route

  • Re-book passenger on the next available flight (or combination of flights) on Qantas Group services at no additional cost
  • Refund the applicable        fare
  • Meal or refreshment vouchers
  • Reimbursement for the reasonable costs of meals or refreshments if no vouchers are provided

Accommodation, Assistance & Refreshments

  • Hotel accommodation where overnight stay is necessary
  • Transport to and from hotel
  • Meals and refreshments in reasonable relation to waiting time
Refund/Re-Route

  • Re-book passenger on the next available flight (or combination of flights) on Qantas Group services at no additional cost
  • Refund the applicable fare

Accommodation, Assistance & Refreshments

  • Meal or refreshment vouchers
  • Reimbursement for the reasonable costs of meals or refreshments if no vouchers are provided
Exceptions

  • Qantas Group will not be responsible for paying any other costs or expenses passengers may incur as a result of the delay or cancellation beyond their control
Ryanair Refund/Re-Route

  • Reimbursement of fare paid
  • Re-routing under comparable transport conditions to final destination
  • Re-routing under comparable transport conditions at a later date at the passenger’s convenience

Accommodation, Assistance & Refreshments

  • Hotel accommodation
  • Transport to and from hotel
  • Meals and refreshments in reasonable relation to waiting time
Accommodation, Assistance & RefreshmentsOver 2 Hours:

  • Meals and refreshments in reasonable relation to waiting time
  • 2 telephone calls, telex or fax messages or emails
ExceptionsCompensation:

  • No right to compensation when the passenger has been informed of the cancellation:
  • At least 14 days before scheduled departure
  • Between 14 and 7 days before scheduled departure and the alternative flight departs no more than 2 hours before the originally scheduled departure and reaches the final destination less than 4 hours after the scheduled arrival
  • Less than 7 days before scheduled departure and the alternative flight departs no more than 1 hour before originally scheduled departure and reaches final destination less than 2 hours after scheduled arrival
  • Compensation is reduced by 50% if any re-routing offered to final destination results in scheduled arrival, not exceeding the original scheduled arrival time by:
  • 2 hours for flights of 1500km or less
  • 3 hours for all flights within the EU of more than 1500 km
  • 4 hours for all other flights between 1500km and 3500km
Singapore Airlines Refund/Re-Route

  • Singapore Airlines will assist passengers in rebooking onto the next flight during cancellations
  • The airport staff would usually assist passengers during the time of crisis subject to availability of seats etc.

Accommodation, Assistance & Refreshments

  • Accommodation and transport are provided depending on the type of crisis. Passengers are advised to seek information from the staff at the check-in counter
Refund/Re-Route

  • Singapore Airlines will assist passengers in rebooking onto the next flight during delays due to unforeseen circumstances
  • The airport staff would usually assist passengers during the time of crisis subject to availability of seats etc.

Accommodation, Assistance & Refreshments

Accommodation and transport are provided depending on the type of crisis. Passengers are advised to seek information from the staff at the check-in counter

Reimbursement

  • Passengers are advised to contact Customer Service for full details on refunds and any exceptions
Swiss Air Refund/Re-Route

  • Passengers will be rebooked on another scheduled service, where space is available
  • Refund the corresponding fare
  • If it is not possible to carry the passenger to their destination shown on their ticket within a reasonable period of time using Swiss Airlines’ own services and if passengers do not wish to obtain  a refund, Swiss Airlines may use the services of another carrier chosen by SA to take passenger to the destination
Refund/Re-Route

  • Passengers will be rebooked on the next available flight

Accommodation, Assistance & Refreshments

  • Hotel accommodation will usually be available if the next available flight is the following day, although Swiss Air, in most cases, would book the passenger on a new flight on the same day
Reimbursement

  • Passengers are advised to contact Customer Service for full details on refunds
Thai Airways
  • Thaiairways.com
  • Customer service: 0330 400 4022
Refund/Re-Route

  • Re-booked on to an alternative flight at the earliest opportunity
  • Full refund if passenger would like to cancel

Accommodation, Assistance & Refreshments

  • Refreshments available
  • Hotel accommodation in cases where an overnight stay is necessary
  • Transport to and from hotel
Refund/Re-Route

  • Re-booked on to an alternative flight at the earliest opportunity
  • Depending on the particular circumstances and timing, a full refund may be offered if the passenger would like to cancel

Accommodation, Assistance & Refreshments

  • Refreshments available
  • Hotel accommodation in cases where an overnight stay is necessary
  • Transport to and from hotel
 
Virgin Atlantic Refund/Re-RouteIf a flight is cancelled within 14 days of departure, passengers have the choice of:

  • A refund of unused flights, if travel has not commenced
  • Re-book/re-route at the earliest opportunity
  • Re-book on a Virgin Atlantic flight to another destination

Accommodation, Assistance & Refreshments

If passenger chooses not to cancel and the new flight departs more than 4 hours later:

  • Meals and refreshments in reasonable relation to the waiting time
  • 2 short telephone calls, or telex, or fax, or e-mail messages

If passenger has chosen not to cancel and the next flight departs the following day:

  • Accommodation
  • Transport to and from the hotel (or to and from passengers home if they reside nearby)
Refund/Re-RouteOver 5 Hours:

  • Passengers can choose to cancel their booking and receive a refund of their unused ticket
  • If necessary, a return flight back to the passenger’s first point of departure at the earliest opportunity

Accommodation, Assistance & Refreshments

Over 4 Hours:

  • Meals and refreshments in reasonable relation to waiting time
  • 2 short telephone calls, or telex, or fax, or email messages

Until the next day (local time):

In addition to the above, passengers will be offered hotel accommodation and transport to and from the hotel (or to and from the passenger’s home if residing nearby)

 

Reimbursement

  • Full refund of unused ticket
  • For part/parts of journey already made if the delay means that their flight no longer serves any purpose
  • Credited back to the original form of payment

Exceptions

  • Re-routing at the earliest opportunity is subject to availability of the original cabin purchased
  • The hotel accommodation provision will not apply if the passenger has chosen an alternative Virgin Atlantic flight at a later date
  • Any care detailed may be limited or declined if the provision of refreshments, meals and hotel accommodation would itself cause further delay
  • Virgin Atlantic will prioritise the needs of persons with reduced mobility and persons accompanying them, as well as the needs of unaccompanied children in the event of mass flight disruptions

 

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