Delayed flights

European Regulation 261/2004 establishes different rights for passengers suffering different length delays to flights of various distances:

  • Delay of at least 2 hours of all flights of more than 1,500 km: right to information and care* from the airline.
  • Delay of at least 3 hours of flights within the European Community of more than 1,500 km and other flights between 1,500 and 3,500 km: right to information and care.*
  • Delay of at least 4 hours of flights of more than 3,500 km: right to information and care.*
  • Delay of at least 5 hours: right to information, care* and reimbursement or alternative transport.**
  • Delays involving a delay of at least 3 hours to arrival at the destination, according to the scheduled arrival time on the air ticket, will mean passengers will be entitled to the compensation of €250, €400 or €600 established for flight cancellations.

* The right to care means the right to meals and refreshments in a reasonable proportion to the delay, as well as two telephone calls, telefax, fax messages or e-mails. If the delay means the flight departs on the following day or later, passengers are also entitled to accommodation and transport between the airport and the place of accommodation.

** The right to reimbursement or alternative transport establishes that passengers are always entitled to reimbursement for their ticket or the tickets for parts of the journey not made, as well as transport to the first point of departure at the earliest opportunity if some parts of the journey have already been made.

It is important to remember that European legislation can only be invoked for:

  • intra-Community flights (that means between two countries belonging to the European Union), or
  • flights where the departure airport is in the European Union even though the arrival airport is outside the European Union, or 
  • flights where, although the departure airport is outside the European Union, the operating airline is a European company. 

In addition, the incident must not be due to extraordinary circumstances beyond the airline's control.

The right to obtain this compensation does not imply any obligation to prove damages. However, if you have suffered quantifiable damages, we can also claim these under the Montreal Convention of 1999..

Claiming compensation

We can claim this compensation for you - we are experts in doing it. Please send us your details and we will contact you to study your situation in depth. This preliminary study costs you nothing and, if we think there is a basis for your case under European legislation, we will process your claim whether extrajudicial or judicial, also without charge.

Only if you actually receive compensation will we deduct our fees, equivalent to 25% of the final amount received + VAT. We assure you that if you do not receive compensation, we will not charge you any fee for the whole process. Please remember that we charge you only if you receive your money. We charge you only if you get paid.

Claim with us

The following documents will be necessary during the process:

  • Boarding pass(es) of the affected passenger(s).
  • Original tickets or flight route issued by e-mail, with the original flight numbers.
  • Copy of the claim to the airline, stamped (if a complaint has already been lodged).
  • Invoices, tickets, receipts and any other documents proving any damages suffered as a result of the delay.
  • A power of attorney (draft document shall be enclosed) to represent you before the airline.

Suggestions about what to do if your flight is delayed:

  • Keep your flight ticket.
  • Keep your original boarding pass.
  • Do not give any original documents to the airline, even if they ask you to do so.
  • Whenever possible, lodge a formal complaint against the airline and get a stamped copy.
  • Keep all receipts, tickets and invoices related to any expenses incurred as a result of the delay.