Flight Canceled or Delayed in Europe? This EU Regulation Guarantees Compensation

We’ve all seen the troubling reports about flight disruptions in Europe—long lines at Amsterdam Airport Schiphol and London’s Heathrow Airport, stories of canceled, delayed flights, and countless lost bags.

However, fliers may find some relief knowing that for flights to, from, and within Europe, there's an additional option for seeking compensation in case of delays or cancellations—an option that might not be widely known.

The European Union’s consumer protection regulation, known as “Regulation EC No 261/2004,” is comprehensive legislation applicable to flights within Europe and those entering or leaving Europe operated by carriers licensed in an EU member state. Established in 2004, this regulation entitles passengers to various levels of compensation if they are denied boarding, if their flight is canceled, or if it is delayed.

Passengers can claim 250 euros (about US$264) for flights up to 930 miles; 400 euros (approximately US$422) for flights between 930 and 2,175 miles; and 600 euros (around US$633) for flights longer than 2,175 miles. For a flight to be eligible for compensation due to delays, it must be delayed by two or more hours for flights up to 930 miles, three hours for flights between 930 and 2,175 miles, and at least four hours for flights exceeding 2,175 miles.

If an airline cancels a flight, it must provide you with one of three options:

• Refunding your ticket and, if you are not at your original destination, arranging a return flight to your departure airport as soon as possible (refunds should be issued within seven days of cancellation)
• Getting you to your final destination as soon as possible
• Booking you on a later flight of your choice, depending on seat availability

“Once you select one of these three options, you forfeit your rights concerning the other two. Nevertheless, the airline may still be liable for compensation,” according to an online explanation of the regulation.

There are certain situations where travelers are not eligible for compensation, such as if the airline notifies passengers of a change or cancellation more than 14 days prior; if changes are communicated between 2 weeks and 7 days before departure with an alternative flight (leaving no more than 2 hours before the original departure and arriving less than 4 hours after the original arrival time); or if informed less than 7 days before departure with an alternative flight that leaves no more than 1 hour earlier and arrives less than 2 hours later than initially scheduled.

The EU classifies air traffic management decisions, political unrest, severe weather, labor strikes, and security threats as 'extraordinary circumstances' that exempt airlines from providing compensation. The COVID-19 pandemic is also regarded as an extraordinary circumstance.

Compensation claims can be submitted directly to the airline, such as via this form on the Air France website, or through intermediary companies like AirHelp, Flightright, and SkyRefund, which will pursue reimbursement on behalf of passengers for a fee. Travelers can also contact the respective government of the airline's country to resolve any compensation disputes.

The EU regulation is also beneficial for travelers who are involuntarily denied boarding, a situation that doesn’t automatically guarantee compensation under U.S. Department of Transportation rules. For example, if a smaller aircraft replaces a larger one for operational or safety reasons, if it’s a charter flight, if the aircraft has fewer than 30 seats, or if it's an international flight to the U.S. from which a passenger is bumped, the DOT does not mandate compensation.

However, according to EC No 261/2004, if there aren’t enough volunteers willing to give up their seats for another flight and the airline has to deny boarding to passengers involuntarily, then the airline is obliged to compensate them.

This article was first published in December 2018 and updated on June 21, 2022, to reflect the latest information.