What to do in case of a flight postponement or cancellation?
Passengers rights: Cancellations
According to EC Regulation no. 261/2004 of the European Parliament and Council, of 11 February 2004, when a flight is cancelled (not carrying out a scheduled flight on which at least one seat has been reserved) that departs:
- from an EC airport or
- from an airport located in a non-EC country whose regulations do not provide for compensation nor assistance and the airport of destination and carrier are both EC members,
provided that the passenger
- has a confirmed booking on the flight, having either a printed or electronic ticket or other proof that they have been accepted and registered by the airline, and checks in under the proper conditions and at the time stipulated previously in writing, including by electronic means (in case no time is given, at least 45 minutes before departure), or
- they have been transferred from the flight for which they had a booking to another flight,
the carrier responsible for the flight will offer:
- the assistance stated in the sections "Right to refund or alternative transport" and "Right to Assistance" in Overbooking (but will only offer hotel accommodation and transport between the airport and the place of accommodation when the expected departure time of the alternative flight is at least the day after the scheduled departure for the cancelled flight).
- the compensation stated in the section "Right to compensation" in Overbooking, except in the following cases:
- The responsible carrier is not obligated to pay compensation if it can prove that the cancellation was due to extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
- The passenger was informed about the cancellation at least 2 weeks in advance of the expected departure time.
- He/she was informed of the cancellation between 2 weeks and 7 days in advance of the expected departure time and was offered alternative transport that would allow them to depart no more than 2 hours before the expected departure and arrive at their final destination with less than 4 hours delay with respect to the expected arrival time.
The passenger was informed of the cancellation less than 7 days in advance with regard to the expected departure time and they have been offered another flight which would allow them to depart no more than 1 hour before the expected departure time and arrive at their final destination with less than 2 hours delay with respect to the expected arrival time.
It is the responsibility of the airline in charge of operating the flight to prove that it has informed the passenger of the cancellation of the flight as well as the time when he/she was informed. In your own interest, it is important to provide your contact information to the airline or travel agent so that you can be informed.
Whenever passengers are informed of a cancellation, an explanation must be given about possible alternative transport.
In the case of a combined trip being cancelled that is not caused by cancellation of the flight, these regulations will not be applied.