Understanding Your Rights as an EU Passenger: A Guide to Air Travel Protections – Zendesk

As an air passenger traveling within, from, or to the European Union (EU), you are entitled to specific protections under EU law. These rights are enshrined in Regulation (EC) No 261/2004, which ensures fair treatment and compensation in cases of flight disruptions. Whether you’re dealing with delays, cancellations, or denied boarding, here’s what you need to know about your rights.

When Are Your Rights Protected?

You are covered by EU passenger rights if:

Your flight departs from an EU country (including Iceland, Norway, and Switzerland), regardless of the airline.
Your flight arrives in an EU country and is operated by an EU-based airline.

Your Key Rights Under EU Law

1. Right to Compensation for Flight Disruptions

If your flight is delayed, canceled, or you are denied boarding due to overbooking, you may be entitled to compensation. The amount depends on the flight distance and circumstances:

Short flights (up to 1,500 km): €250
Medium flights (1,500–3,500 km): €400
Long-haul flights (over 3,500 km): €600

Exceptions:

Extraordinary circumstances (e.g., severe weather, security risks) may exempt airlines from paying compensation.
If you are informed of the cancellation at least 14 days in advance, compensation does not apply.

2. Right to Assistance

During delays, cancellations, or long waiting times, airlines must provide:

Meals and refreshments proportional to the waiting time.
Access to communication: free phone calls, emails, or faxes.
Accommodation: if an overnight stay is necessary, including transport to and from the hotel.

3. Right to Reimbursement or Re-routing

If your flight is canceled or delayed for more than five hours, you have the right to:

Reimbursement: a full refund of your ticket cost.
Re-routing: an alternative flight to your destination at the earliest opportunity.

4. Rights for Delayed Flights

You may be entitled to care and assistance for delays of:

2+ hours for flights under 1,500 km.
3+ hours for flights between 1,500 and 3,500 km.
4+ hours for flights over 3,500 km.

If your flight arrives 3+ hours late, you could also claim compensation unless extraordinary circumstances apply.

How to Exercise Your Rights

Contact the Airline: Report the issue directly to the airline and request compensation or assistance.
Keep Documentation: Retain your ticket, boarding pass, receipts, and any communication with the airline.
File a Complaint: If unsatisfied with the airline's response, escalate the complaint to the National Enforcement Body (NEB) in the EU country where the issue occurred.

What Airlines Are Obligated to Do

Inform passengers of their rights by providing written notice at check-in or the boarding gate.
Offer solutions promptly, including care and alternative arrangements.

Additional Protections

Missed Connections: If part of a single-ticket itinerary, missed connections due to delays may also entitle you to compensation or re-routing.
Persons with Reduced Mobility (PRMs): Airports and airlines are required to provide special assistance for PRMs at no extra cost.

Know Your Rights, Travel Confidently

EU passenger rights empower travelers to demand accountability and fair treatment. By understanding these protections, you can ensure smoother travel experiences and hold airlines to their obligations.

For more detailed information or assistance with specific cases, visit the European Commission’s Air Passenger Rights Portal.