Your rights under EC Regulation 261/2004
 
If you wish to cancel or amend a flight which you have booked, please contact our call centre. This notification informs you of your rights under EC Regulation 261/2004, which came into force on 17 February 2005, in circumstances where your flight is delayed or cancelled or where you are denied boarding against your will.

We ask that you call us, rather than email us, as we need to ascertain that the person contacting us is authorised to cancel or amend the booking and that we can more easily make them aware of the possible costs involved. We therefore require your payment details which can be taken more securely over the telephone.
To what flights does this Regulation apply?
The regulation applies to all flights either:
  • departing from airports within the European Union (EU); or
  • if the airline operating the flight is an EU carrier, a flight departing from an airport located outside the EU and arriving into an airport within the EU, unless passengers receive similar treatment in the relevant non-EU country.
CANCELLATIONS:
What if my flight is cancelled?
Any Passenger whose flight is cancelled, shall have the choice of either:
  • Re-routing, under comparable transport conditions, to the final destination of the ticket presented at check-in at the earliest opportunity or at a later date at the passenger’s convenience, subject to availability of seats; or
  • A refund payable to the person who purchased the ticket. This refund applies to only that part or parts of the journey not flown, unless you can prove that the flown part(s) of the journey no longer serves any purpose in relation to your travel plans. Where relevant, the airline must also provide a return flight to the first point of departure at the earliest opportunity.
  • Compensation for cancellation is payable in accordance with 2-4 below. Passengers are entitled to care in accordance with 5 below.
 
Under what circumstances am I entitled to compensation for cancellation of my flight?
Under the EC Regulation, any passenger who holds a confirmed reservation with a valid ticket for a qualifying flight which is cancelled, is entitled to claim compensation except in the following cases:
  • Where the cancellation is caused by extraordinary circumstances outside the relevant airline’s control; or
  • if the passenger has been given at least 14 days advance notice of the cancellation; or
  • if the passenger has not been given 14 days advance notice but has been offered another flight which:
  1. (if you are informed of the cancellation between 13 and 7 days before the scheduled time of departure) allows you to depart no more than 2 hours before the scheduled time of departure and to reach your final destination less than 4 hours after the scheduled time of arrival; or
  2. (if you are informed of the cancellation less than 7 days before the scheduled time of departure) allows you to depart no more than 1 hour before the scheduled time of departure and to reach your final destination less than 2 hours after the scheduled time of arrival;
What are the levels of compensation? The levels of compensation are specified as follows
  • €250 for flights of 1500 km or less;
  • €400 for flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km; and
  • €600 for all other flights.
Compensation is reduced by 50% if any re-routing offered to your final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the original flight by:
  • Two hours for flights of 1500 km or less;
  • Three hours for all flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km;
  • Four hours for all other flights.
Please note: passengers are not entitled to compensation if they have been informed of a cancellation fourteen days or more before the planned departure date. Passengers will be informed of cancellations via the contact details given to Eurobookers , a tour operator or to the relevant airline. However, we strongly advise that customers confirm their return flights at least 72 hours in advance.
 
How and where do I make a compensation claim for my cancelled flight?
To make a claim for compensation please contact Customer Relations department for the airline you were due to fly with. Claimants are normally required to supply their name and contact details, the names of other passengers being claimed for and their contact details, booking reference and details of the cancelled flight. Most airlines require that the person making the claim must be one of the passengers. Please note: most airlines will be unable to process your claim for compensation at the airport.
 
If my flight is cancelled, will the airline look after me at the airport?
Where a flight has been cancelled, passengers are entitled to refreshments and meals as is reasonable in relation to their waiting time, as well as two telephone calls, telex, fax messages or emails free of charge. In the event of re-routing when the reasonably expected time of departure of the new flight is at least 24 hours after the scheduled departure time of the cancelled flight, the airline must also provide hotel accommodation and transport between the airport and the place of accommodation.
 
DELAYS:
The below two rights apply providing that passengers present themselves for check in as stipulated and at the time indicated in advance and in writing by the airline, any tour operator or Eurobookers , or, if no time is indicated, no later than 45 minutes before the published departure.
 
What if my flight is delayed for five hours or more?
If your flight is delayed for five hours or more, the purchaser of your ticket is entitled to a refund for the part or parts of the journey not flown, unless you can prove that the flown part(s) of your journey no longer serves any purpose in relation to your travel plans. Where relevant, the airline must also provide a return flight to the first point of departure at the earlier opportunity.
 
If my flight is delayed, will the airline look after me at the airport?

Where a flight is delayed, passengers are entitled to refreshments and meals as is reasonable in relation to their waiting time, as well as two telephone calls, telex, fax messages or emails free of charge. These provisions apply according to the duration of the expected delay and the distance of the flight as follows:
  • Delay of two hours or more for flights of 1500 km or less;
  • Delay of three hours or more for all flights within the EU of more than 1500 km and all other flights between 1500km and 3500 km;
  • Delay of four hours or more for all other flights.
In the event of delay when the reasonably expected time of departure of the flight is at least 24 hours after the time previously announced, the airline must also provide hotel accommodation and transport between the airport and the place of accommodation.
 
DENIED BOARDING:
What rights do I have if I am denied boarding against my will?

What rights do I have if I am denied boarding against my will? When an airline reasonably expects to turn passengers away, it must first call for volunteers to surrender their reservations in exchange for benefits. Only if insufficient volunteers come forward are they allowed to deny passengers boarding against their will.

If boarding is denied, the airline must pay compensation as follows:
  • €250 for flights of 1500 km or less;
  • €400 for flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km; and
  • €600 for all other flights.
Such passengers would also be entitled to the choice of reimbursement of their ticket or an alternative flight (as set out in 1 above for Cancellations); and meals, refreshments and hotel accommodation (as set out in 5 above for Cancellations). As with delays, the above rights only apply if passengers present themselves for check in as stipulated and at the time indicated in advance and in writing by the airline, the tour operator or Eurobookers , or, if no time is indicated, no later than 45 minutes before the published departure.

Where you are denied boarding in the USA, US Denied Boarding legislation applies instead of the EC Regulation.

Please note: Eurobookers acts as sales agent for airlines and so cannot be responsible for compensation claims or any failure of an airline to comply with these Regulations. However, our customer services team would be happy to answer any questions you may have. In the event that your complaint is still not answered to your satisfaction, you may contact the Air Transport Users Council, CAA HOUSE, 45-59 Kingsway, London WC2B 6TE, United Kingdom.