What are your options as a passenger when your flight is delayed or cancelled?
Commercial flights are frequently affected by delays or cancellations, caused either by objective factors such as weather conditions or restrictions imposed by authorities, or by deficiencies in the organization or operation of the airline. In such situations, passengers traveling within the European Union benefit from legal protection under the provisions of Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004, which lays down common rules on compensation and assistance to passengers in the event of denied boarding, flight cancellations or long delays.
To avoid bureaucratic procedures or possible formally justified rejections from operators, passengers can turn to specialized services such as ClaimBee, a company that exclusively handles obtaining such compensation, with no upfront costs and no obligation to go through the process personally.
Applicability of Regulation (EC) No 261/2004
This regulation applies to all flights that:
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depart from an airport located in the territory of a European Union Member State;
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arrive at such an airport and are operated by EU carriers, even if departure takes place from outside the EU, provided that the passenger has not already received compensation or assistance in the third country of departure.
The provisions of the regulation apply to all passengers holding a confirmed reservation who presented themselves appropriately for boarding, regardless of how the ticket was purchased or its price.
Flight delay – rights and compensation
Under Article 6 of Regulation 261/2004, when an operator anticipates a significant delay, passengers are entitled to a clear set of rights depending on the flight distance and the estimated duration of the delay:
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for flights up to 1,500 km – mandatory assistance after two hours;
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for intra-EU flights over 1,500 km and flights between 1,500–3,500 km – assistance after at least three hours;
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for all other flights – assistance after at least four hours of delay.
Assistance includes:
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meals and refreshments proportionate to the waiting time;
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two free telephone calls or messages via fax, telex or email;
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free accommodation, if overnight stay is necessary;
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transport between the airport and the place of accommodation.
If the delay exceeds five hours, passengers may request a full refund of the ticket price, and if they are already at an intermediate point of the journey, they have the right to a return flight to the departure airport, as soon as possible.
To check if the delay you experienced meets all the conditions for compensation, you can use the ClaimBee platform, which analyzes your case for free and can represent you in dealing with the airline.
Amount of flight delay compensation
According to the same regulation, passengers are entitled to financial compensation if the delay upon arrival at the final destination exceeds three hours. The compensation amount is established as follows:
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EUR 250 for flights up to 1,500 km;
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EUR 400 for intra-EU flights over 1,500 km and flights between 1,500–3,500 km;
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EUR 600 for flights over 3,500 km to or from outside the EU.
The airline may reduce these amounts by 50% if it offers rerouting that ensures arrival with a reduced delay (less than two, three or four hours, depending on distance).
Flight cancellation – rights and alternatives
According to Article 5 of Regulation 261/2004, in case of flight cancellation, passengers have the following rights:
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ticket refund within 7 days;
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rerouting to the final destination as soon as possible;
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rerouting at a later date, chosen by the passenger, subject to availability.
If the cancellation is notified less than 14 days before the scheduled flight time and no reasonable alternative is offered, the passenger is entitled to compensation under the same conditions and amounts as in the case of delays.
To ensure that the cancellation is not exempt from compensation and that the alternative offer meets legal requirements, you can request a case review by ClaimBee, with no prior obligations.
Denied boarding
If the passenger is denied boarding against their will, despite having a valid reservation, being on time and meeting travel requirements, they are entitled to:
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ticket refund or rerouting;
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financial compensation as mentioned above;
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assistance (meals, communications, accommodation).
In case of voluntary denial (agreeing to give up the seat in exchange for benefits), these rights may be limited depending on the agreement between the parties. If you were denied boarding without clear explanation, ClaimBee can assist you in obtaining the related compensation.
Liability exemption – extraordinary circumstances
Air carriers may be exempted from the obligation to pay compensation if they prove the existence of extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. These include:
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extreme weather conditions;
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restrictions imposed by authorities;
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security risks;
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strikes not directly affecting the carrier (e.g. air traffic controllers).
It is important to note that simply invoking such a situation is not enough. The burden of proof lies solely with the airline. If you received a rejection based on “extraordinary circumstances” without clear evidence, ClaimBee can verify the legality and justification of the rejection to determine whether an action is warranted.
Air passenger rights are guaranteed by European Union legislation, but their effective enforcement depends on the passenger’s prompt reaction and, sometimes, on the support of a legal or technical team. ClaimBee facilitates passengers’ access to these rights by handling all necessary steps to obtain compensation with a professional approach and no financial risk for the claimant.
