We do our utmost to bring you to your destination on time. Unfortunately, your flight may be delayed for whatever reason. We regret this inconvenience. When this happens, we do everything we can to take care of our passengers. Below is an explanation of your rights in the event of a flight delay.
In the event of a delay totalling two hours or longer, you are entitled to receive what is known as extra care. What this care entails will depend on the distance of the flight and the length of the delay.
You will, in any case, be entitled to:
If you encounter a delay, please report to the handling staff at the airport.
The European Court of Justice has determined, on the grounds of European Regulation 261/2004, that you may be entitled to financial compensation if your flight is delayed for more than three hours. Whether or not you are entitled to such compensation will depend on the cause of the delay. Sometimes, a flight is delayed as a result of a so-called ‘extraordinary circumstance’ 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 your flight is delayed due to a cause other than extraordinary circumstances, you may be entitled to compensation.
If your flight is delayed for more than 3 hours and you believe you are entitled to compensation, you can request compensation by filling out our online contact form. Be sure to have the details of your travel reservation, such as flight number and booking reference, close at hand.
If your flight has been delayed by five hours or more and you no longer wish to use your ticket, you can request a refund for the cost of your ticket. To do so, please fill out the online contact form. Be sure to have your booking details ready when you do. The amount you paid for your ticket will be refunded within seven days. Naturally, this applies only to the ticket you no longer wish to use. The ticket for which you are requesting a refund is no longer valid in this case.
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.