Skip to content
Search the site
Search the site

FAQ

Find out what your rights are, for example if the airline cancels your flight, there is a delay in arriving at your destination, or your luggage is damaged during the flight. Read answers to frequently asked questions here.

  • Read about what you should know before booking a flight: the choices you make at the booking stage often have an impact on your rights.

  • If your flight is cancelled, you have a choice: you can either be re-routed, or the ticket price can be reimbursed to you. In addition, you have the right to care. You may also have the right to standard compensation.

  • When your flight is delayed, you have the right to care. If the delay is long, you may also have the right to standard compensation.

  • If the delay in your flight resulted in damages, you can seek damages from the airline. The damages make up for and are based on the actual losses caused by the delay. Compensation for losses is different from standard compensation for loss of time.

     

  • If you are denied boarding without reasonable grounds, e.g. due to overbooking, you have the right to standard compensation, and you can postpone the flight or get your money back.

  • You can claim compensation from the airline if you are moved to a seat in a lower travel class than the one for which you bought a ticket.

  • You have the right to compensation if your luggage is delayed, damaged or lost. You must report this to the airline straight away in the airport’s arrivals hall.

  • If the airline goes bankrupt, passengers who only bought a flight have no special protection. You have very little chance of getting your money back, unless you paid for your flights with a credit card. Travel packages, on the other hand, have special protection.

  • If your flight was not as agreed, you should first file a complaint with the airline. You should do this as soon as possible. If the complaint to the airline does not produce the result you hoped for, contact the Consumer Advisory Services and other authorities if necessary.

  • Persons with disabilities and reduced mobility have the same possibilities to travel by air as any other passengers whose flight starts in the European Union.