We do our utmost to see you reach your destination. Despite our best efforts, it’s possible that your flight may be cancelled. Naturally, this is an unpleasant experience. In such cases, you can rebook your ticket or request a refund. The rules for such an event are set out in European Regulation 261/2004. Below, we will explain in greater detail what your options are if we have cancelled your flight.
In the event your flight is cancelled, you will receive an e-mail explaining these options. If the flight is cancelled on the day it was scheduled to depart, you can go to the Service Desk at the airport or contact our Service Centre.
We sometimes have to cancel a flight due to ‘extraordinary circumstances’. These are circumstances over which we have no control. Examples of extraordinary circumstances are labour strikes, adverse weather conditions, security-related issues and unexpected flight safety issues. If we cancel your flight for reasons other than circumstances beyond our control, you are entitled to financial compensation unless:
The compensation amount depends on the length of the flight.
If we have offered you an alternate flight, we are entitled to decrease the compensation by half. A condition for this is that the difference between the arrival time of the new flight and the scheduled arrival time of the original flight does not exceed the number of hours stated below:
If your flight is cancelled and you opt to allow us to rebook you on another flight, you are entitled to extra care. What this care entails will depend on the length of the delay you encounter due to the cancellation. In such cases, you are entitled to the following care:
Please report to the handling staff at the airport. You can also contact our Service Centre.
If so, the conditions described above apply to you as well, except that you need to direct the request for a refund of your ticket to your travel organisation.