What care and assistance am I entitled to during flight disruption?
It is rare for our schedules to be severely disrupted or for us to have to cancel a flight or deny a customer boarding. If this does happen, we will always try to help you in accordance with EC Regulation 261/2004, which requires passengers to be offered the choice between a refund and re-routing.
|Departure delay of over 5 hours||You have the option to cancel your booking and receive a full refund of the delayed flight.|
|Flight Cancellation||You have the option to cancel your booking and receive a full refund of the cancelled flight or be re-routed to your destination (subject to availability).|
|Denied Boarding - although everything possible is done to operate flights with the scheduled number of passengers, it is sometimes necessary to reduce passenger capacity, often for safety reasons. When this occurs, we first ask for volunteers but if insufficient volunteers are located then we may be required to deny boarding. |
You have the option to cancel your booking and receive a full refund for the cancelled flight or be re-routed to your destination (subject to availability).
These options do not apply to volunteers.
Meals and Refreshments
We provide meals and refreshments free of charge during extended flight delays. The point at which you become eligible for refreshments is dependent on route length:
|Less than 1500km||2 hours|
|More than 3500km||4 hours - (If the flight is between two EU countries then meals and refreshments are provided after 3 hours).|
We usually give out meal and refreshment vouchers or an i-coupon that can be used at selected food and beverage outlets in the airport. The value provided will be dependent on the length of the delay and the time of day. If you did not receive a voucher but had to pay for meal or refreshment costs, please contact our EC261 Team and they will refund any reasonable expenses supported by receipts.
If a flight is delayed overnight, or you have chosen a re-routing option (after a flight cancellation or denied boarding) which does not depart until the following day, then we will provide accommodation where possible.