We do our utmost to bring you to your destination on time. Unfortunately, your flight may get cancelled for whatever reason. We regret this inconvenience. In this case, you can rebook your ticket or request a refund. We explain these options in detail below.
We sometimes have to cancel a flight to do ‘circumstances beyond our control’. These are circumstances over which we have no control, such as bad weather, a strike or unexpected flight safety problems. If we cancel your flight and this is not due to circumstances beyond our control, you are entitled to a cash refund unless:
The compensation amount depends on the length of the flight.
If you are entitled to compensation, the refund will be deposited into your bank account within seven days.
Note: If we offer to rebook you onto a different flight to your destination, we are entitled to cut the above compensation amount in half. A condition for this is that the difference between the new arrival time and scheduled arrival time of the original flight does not exceed the number of hours stated below:
Depending on the distance of the flight and the length of the delay, you are also entitled to the following extra care:
The above conditions also apply to you. You can only request a refund of your flight costs from your travel organisation.
First and foremost, our apologies. It is always unpleasant when a flight is cancelled. In the e-mail that we send you stating that your flight has been cancelled, we will always inform you of your options. If you have any questions, you can contact us using the online contact form or by calling our Service Centre.