How to get compensation of 600 euros for a flight delay or cancellation without going to court. what is expected of passengers in the event of a flight delay. What the law says. When compensation is due. Compensair service.

Compensair - what are passengers entitled to in case of flight delay or cancellation

Air travel has become a part of everyday life. People fly on vacation, on a business trip, for treatment. Often, passengers' plans change dramatically if, for any reason, the flight is delayed. It's not scary when the wait lasts only a couple of hours, but what about those who have had a long flight delay, what are the passengers?

Reasons for the delay

Why is the flight delayed? The reasons are different. Not necessarily the unexpected delay was due to the fault of the airline. The carrier is relieved of responsibility if the flight to the plane is postponed for the following reasons:

• bad weather, natural disasters;
• aircraft malfunction;
• terrorist actions;
• military conflicts or civil unrest;
• an order from security personnel;
• the strike of the Airport employees.

When selling tickets, the carrier assumes certain obligations. The airline is considered a violator if the aircraft is detained:

• due to the fault of the crew;
• due to inconsistencies in the schedule;
• due to financial difficulties.

Even if the obligations of the airline are not fulfilled for objective reasons, passengers are entitled to compensation for the delayed flight of the aircraft. This applies not only to regular, but also to charter flights, otherwise the company will face a considerable fine.

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Is it possible to insure

People have no control over the whims of nature. Force majeure happens even with a reliable carrier. Reputable companies such as Aeroflot, S7 or Pobeda are not insured against surprises.

But still experienced travelers trying to protect themselves. When buying an air ticket, they are looking for information about how often flights are delayed in one or another airline. It would be useful to have flight delay insurance, which can be issued separately or in one package with compulsory medical insurance.

Please note that cancellation of departure is considered another insured event... And if your contract does not specify flight cancellation insurance, you may be denied a refund for insurance money. Therefore, when deciding on additional insurance, pay attention to all clauses of the contract and statistics on the chosen route and carrier.

Even without being insured, you do not lose your right to compensation for lost time and spoiled vacation, if the flight is canceled by the airline.

Domestic flights are regulated Article 120 of the Air Code of the Russian Federation... Therefore, the amount of compensation is formed by the laws of the Russian Federation and is directly related to the established minimum wage, which is quite modest in our country. After all calculations are made, the payout will amount to a maximum of 50% of the ticket price.

If the plane of the Russian company is detained at one of the airports of the European Union, the rights of the passenger are protected by the EU regulation. The amount of payments will be higher, and a message about the change in the departure time received in less than 2 weeks is the basis for receiving monetary compensation. Depending on the route and time of delay, the person who submitted the written application, pay 250-600 euros.

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On the protection of passengers' rights

If a flight is delayed, no matter what the reason, the airline is obliged to take care of its customers and provide a comfortable waiting environment. Passenger rights are spelled out in special legislation, including the Air and Civil Code and consumer protection law. Russia is subject to a resolution of the European Parliament, according to which passengers are paid a monetary compensation in the following cases:

• he was denied boarding;
• departure is delayed indefinitely;
• flight canceled.

In the event of a flight delay, the airline is obliged to notify customers of the change in departure time. If there is no justification for the reasons why the flight was delayed, and the company's agent is not available, you only have to contact the Federal Air Transport Agency or a claim to the tour operator.

Obligations of the airline

If the flight is delayed even by a quarter of an hour, parents with children under the age of seven are entitled to rest in the room of the mother and child.

If the company delays flights to the fleet of hours or longer, every person is given the right:

• for 2 calls or messages by email or phone;
• storage room;
• beverages.

Awaiting departure 4 hours or more, put food in one of the airport cafes. Airline obliged to feed their clients through 6 o'clock in the afternoon and through 8 hours at night... Lunch coupons are issued by the employees of the company.

If the air carriers delayed the departure of the plane longer than 8 hours during the day and 6 hours at night, passengers are provided with a hotel by providing a free transfer to the place of the overnight stay.

With a delay more than 5 hours you must be refunded the full cost of the ticket.

No additional payment is required. A standard set of services is compulsory for all airlines.

Unfortunately, the Russian realities are such that employees of the company often have to be reminded of their responsibilities. In case of non-observance of the passenger's rights, a written claim of the airline must be drawn up. You are protected by the law, which takes into account material losses associated with a delay or cancellation of a flight.

Let's say a person is late for connecting flight either could not check in booked hotel... The client can collect a monetary compensation from the airline, since he did not have time for the transfer due to the fault of the air carrier. But you will not be able to receive the money if the company's fault is not proven, and objective circumstances became the reason for the flight delay.

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Passenger actions in case of flight delay

How do I know if a flight is canceled? Departure information is conveniently tracked on online scoreboard at the airport, or by calling help desk.

If you find out on the electronic board that your flight is being delayed, remain calm. Watch for schedule changes. Perhaps the delay is negligible.

If passed 2 hours while you are still at the airport, take action:

1. Ask the airline representative for an explanation. It is usually found at the checkout or at the front desk. Don't expect him to track down every passenger and talk about their rights. Take the initiative.
2. You will need a flight delay certificate. If a company agent is not available, contact the information department for a check.
3. An agent of the company must give you coupons for hot meals, show you to the rest room and provide you with admission to the locker.
4. If you have not received the required services, eat on your own, pay for luggage storage, keep receipts.

If the flight is canceled, the person in a difficult situation is guaranteed a seat on board another aircraft. Let the most bought cheap ticket, and you are transferred to business class, you will not have to pay extra rubles. Otherwise, when instead of a paid business class you are offered an economy class, be sure to insist on a refund of the price difference.

What if the flight is canceled? You have every right to cancel the flight and return the ticket, even if it was purchased at a non-refundable rate. Such a refusal is forced.

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Chartered flight

Cancellation of charter flights is not the responsibility of the carrier, but of the tour operator who chartered the vessel. Passengers are offered the same set of services: monetary compensation, food, hotel, transfer.

Refusal of compensation is possible only in case of bad weather, aircraft malfunction, terrorist attacks, strikes. In other cases, the protection of consumer rights is the responsibility of the aviation and travel companies... Where to complain if the carrier violated the established deadlines and did not provide necessary services? Remember, the airline is responsible for canceling a regular flight, a charter flight is under the responsibility of the tour operator. But the rules for canceling a flight are the same for everyone. You have the right to apply for compensation for material damage within six months. The guilty party considers her for a month.

The passenger can sue for reimbursement of material costs by attaching, along with the checks and receipts, a certificate or mark confirming the cancellation or delay of departure. But in practice, not everyone has the competence, time and patience to achieve the due payments.

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About Compensair service

If the carrier or tour operator canceled the flight, and no one is in a hurry to compensate for the damage caused, contact the website for help.

The founder of the service, Roman Gilmanov, having spent one day at the Chicago airport, personally experienced all the difficulties that befell thousands of travelers around the world. This is how the idea of ​​creating the Compensair service came about.

Compensair ltd was registered in the capital of Great Britain in 2016. Its main task is to help in obtaining an additional payment in the event of a delay or complete cancellation of a flight. According to the resolution of the European Parliament, in case of detention for more than 3 hours, in addition to the standard obligations, the passenger is entitled to Compensation from 250 to 600 euros... The final amount depends on the duration of the flight and the time spent at the airport.

The problem is that the service is of a declarative nature, that is, the passenger must initiate an investigation himself or go to court.

Compensair service, by power of attorney received from the client, undertakes:

• file a claim against the airline;
• negotiate with the carrier's representative;
• represent the interests of the passenger in court;
• assume legal costs;
• provide the client with a refund for the canceled flight.

The service charges a commission for its work - 25% of the payment amount. This is not a scam for money, but real help. The remuneration is charged only if the outcome is successful, the client does not lose anything. This is evidenced by the real reviews of people who asked for help and received the desired result.

Cancellation of a flight is an unpleasant and rather common situation in recent years. As a rule, it does not have serious consequences, but sometimes it can cause you to miss your connecting flight at another airport. Flights can be canceled for various reasons, which are often beyond the control of the carrier. What rights do passengers have in accordance with current legal regulations? How can you minimize the impact of a canceled flight?

Reasons for canceling flights

Of course, canceling a flight is an unpleasant procedure. However, the air carrier is not always to blame for this. Before claiming compensation for a canceled flight at the company's representative office, it is necessary to clarify the reason for the incident.

The flight cancellation is the fault of the airline if:

• there are inconsistencies in the schedule;
• the crew of the aircraft does not have time to prepare the aircraft or clean up before departure;
• the passenger was not checked in due to overbooking (that is, more seats were sold than is actually available on the plane);
• the flight is unprofitable for the company;
• the carrier cannot provide evidence or explanation of the reasons for the failure to fulfill its obligations.

The carrier is not to blame if the following circumstances became the reason for the cancellation:

• meteorological conditions;
• natural disasters;
• hostilities;
• the introduction of martial law in the country;
• the imposition of bans and restrictions on cargo transportation along certain routes;
• the strike of the airline employees;
• aircraft defects that pose a threat to the lives of passengers.

How to be?

So what if your flight is canceled? First of all, you need to contact the representative of the air carrier and get an explanation of the reason for the cancellation. As a rule, the dealership will immediately offer you an alternative flight option. However, companies are not always ready to send their passengers to their destination on the same day, so they sometimes offer refunds. We will discuss this in detail below. The passenger must record the date and time when the announcement of the flight cancellation took place.

If canceled several days before

What if the airline canceled the flight a few days before the expected departure date? In this situation, passengers have the right to demand:

• change tickets (drawing up an alternative transportation route);
• return cash(if the airline has taken responsibility).

It is important to note that transit passenger has more rights. The fact is that the responsibility of the air carrier is determined by the legislation of the state to which the passenger arrives in transit. In the United Kingdom, for example, if the cancellation of a flight inevitably led to the failure of the purpose of the trip (a business meeting did not take place, a passenger missed a competition), the British carrier provides a free flight to the Russian Federation.

If the passenger found out about it on the day of departure

What if the flight was canceled on the day of departure? The first thing that a company representative will suggest in this case is to reissue travel documents for another flight. If flights from the airport of departure on a particular route are operated by only one carrier, the passenger will have to wait for the next flight. This can sometimes take hours or days.

If another airline is ready to carry passengers, then two options are possible:

• free reissuance of the ticket, if the cancellation was due to the fault of the carrier;
• reissuance of a ticket with a surcharge, if the carrier is not at fault.

According to Russian law, for every hour of waiting for an alternative flight, the carrier undertakes to pay compensation. Its size is 3% of the air ticket price + 25% of the minimum wage. The same law states that the maximum amount of the fine cannot be more than half of the air ticket price, even if the wait lasted for a relatively long time.

In Europe, the amount of compensation depends on the waiting period and is usually between 100 and 600 euros. The number of days for which the company warned the passenger about the cancellation also plays a significant role.

The situation with flight cancellations in the United States is fundamentally different. Each air carrier is free to establish its own rules. In the USA, the exchange of tickets takes place at the expense of the passengers themselves. Tickets can be exchanged for free only due to overbooking.

Refunds for flights

If an unpleasant situation occurs on the territory of the Russian Federation, then Russian legislation will apply here. If in another country, then, accordingly, the return will be carried out according to local laws.

In order to return the money, it is necessary first of all to draw up a complaint from the airline in writing. The following documents must be attached to the claim:

• copies of air tickets;
• copies (if any);
• tickets for the event that was planned during the trip;
• copies of hotel reservations.

A transit passenger (if the route involved several transfers) can receive compensation both for a separate segment and for the entire compound flight in both directions. If the passenger has purchased two separate tickets, the compensation will only be for the canceled flight.

In Russia, the carrier is obliged to make a refund for the canceled flight within a 30-day period. For European airlines, this period has been reduced to 7 days. If the refund has not been made, the passenger has the right to file a claim in court.

Tickets for charter flights are usually sold by travel agencies. It is they who will return the money for the flight.

Providing an alternative route

Air carriers in 90% of cases offer passengers an alternative to the canceled flight. These can be flights of other carriers, with transfers, with a changed date and time of departure. Options are offered subject to seat availability on the announced aircraft. It is important to note that the departure point cannot be changed.

If the passenger agrees to an alternative route, tickets are reissued at the expense of the airline. When the departure times of the original and the alternative flights do not coincide, passengers will be compensated, as in the case of a delay in the flight.

If you canceled the charter

As mentioned above, tickets are sold by travel agencies. Therefore, in the event of flight cancellations, all responsibility falls on the shoulders of these organizations. Please note: compensation for flight delays and cancellations must be specified in the service agreement.

Where and when to complain?

What to do if your flight is canceled and your rights are violated? In all situations, legal proceedings take place in the country where the incident took place. You can write a claim directly at the airport of departure. If the airport does not have an office of a specific air carrier, a claim can be submitted through its website. It is also possible to send a claim by registered mail to the company's representative office.

If the carrier did not return the money for the canceled flight or violated the rights of the passenger, within six months, you can file a claim with the court. The application must be accompanied by a copy of the claim and all documentation related to the flight.

To avoid an unpleasant situation, you can call the representative office or the airline's help desk in advance, before leaving for the airport. There you will always be given up-to-date information about the flight.

No one is immune from force majeure. Therefore, a traveler's bag should always contain batteries, chargers, books and other things that will help pass the time, personal hygiene products. In addition, you should have sufficient funds with you to purchase another ticket. It is also necessary to keep all receipts, copies of tickets.

Don't ignore the airline's rules. Do not be lazy and read them when you buy a ticket through the carrier's website. The contract may indicate that he is not responsible for the cancellation of the flight. This phrase, of course, can be written in other words. In particular, budget airlines like to set such rules.

What to do if your flight is canceled? This is not always the carrier's fault. The latter can refund tickets or suggest an alternative route. If the airline violates the rights of a passenger, he has the right to go to court. Travel and know your rights!

Almost all airlines delay or cancel flights for various reasons. Only in March this year, departing from Russia. Among them " North wind», « Ural Airlines», Red Wings and other popular carriers. If the flight is changed due to the fault of the airline, it must send passengers on another plane or compensate for the damage.

What to do if you received a notification from the airline about the transfer or cancellation of the flight

Find out the reason for the change

Call the airline's call center or, if you are already at the airport, go to the check-in counter or its representative office.

Important: if the call center operator cannot fully guide you, call other support services or the airline's press service.

• Federal Air Transport Agency. Tel .: (499) 231-50-09, 231-56-56. Email: [email protected] 24-hour service telephone - hotline for emergency situations on international passenger flights outside the schedule (charter flights): (499) 231-53-73, e-mail: [email protected]
• Hot line on tourism in Yekaterinburg. Tel .: (343) 268-46-86.
• Ural Transport Prosecutor's Office. Tel .: 8-922-120-60-50; 8-922-118-01-40.

Request written notice of the change from the carrier

Let it be sent to you by mail. Or ask to put a mark on the itinerary receipt about what happened and when: canceled the flight, delayed at check-in or after landing, changed the airport of arrival, and so on. You must have written proof of what happened.

By the way, the written notice must state your rights, including the right to compensation for the flight cancellation and what exactly you will need to do to get it.

If you are waiting for a flight at the airport, then ask for free services: food, water, hotel accommodation

If the flight is delayed for more than two hours Russian airline must provide passengers with drinks free of charge, with a delay of more than four hours - hot meals. Next, you should be served hot meals every six hours during the day and every eight hours at night. If your flight is delayed by six hours at night and eight hours during the day, you must be accommodated at your hotel and transported back and forth to the airport. We wrote in detail about what to do if your flight was delayed.

You can claim financial compensation for waiting for departure. If the reason was not force majeure, then the carrier is obliged to pay you a fine - 25% of the minimum wage for each hour of delay, but no more than 50% of the ticket price.

Take another flight if offered by the airline

It is not necessary to wait for monetary compensation if you were offered another flight that does not interfere with your further plans (if you are in time for a connecting flight and do not lose vacation days).

What to do if the airline did not provide me with an alternative and did not compensate for the damage

If the flight is delayed or canceled due to the fault of the airline, it is obliged to offer other departure options or issue an involuntary refund of the ticket (that is, refund the full cost). As a rule, these issues are dealt with routinely. If the situation is not resolved in your favor, please contact the airline's representative office or email the support service.

If it was not possible to resolve the situation peacefully, you need to send a free-form claim to the airline with a demand to return the money. They must answer it within 30 days. If there was no answer, go to the court of your place of residence.

Here are the documents you need in order to sue an air carrier.

• Statement of claim.
• A photocopy of the document with a note about the delay or cancellation of the flight (it must be certified, you can independently write “Copy is correct” on it and put your signature with the date, and bring the original to the court).
• All proofs of your spending (receipts and receipts for meals, hotel accommodation, phone calls, etc.).
• A claim to the carrier (you need to provide evidence that it was sent and, if possible, received).
• The answer to the claim, if any.

Text: Alexandra Kunitsyna, Alexandra Morozova

Houston, we have a problem: what to do if the flight is canceled or delayed

Imagine, you are at the airport, in anticipation of travel, you go to the board with the flight schedule and see the words canceled or delayed. And you still have several flight segments ahead. What to do in this situation? Together with the service of protection of the rights of air passengers Flyhelp, we figured out the issue and are ready to tell you about all the nuances!

Flight cancellation

When everything is smooth on the trip, it's a cool trip, and if force majeure happens, it's already an adventure. One of the most common adventures that can happen to you is canceled or delayed flights.

According to Flightstats, about 65 thousand flights (63 183) were canceled in the world last month alone, which is 1.5-2% of the total number of flights. With flight delays, it is still sadder. Imagine, over half a million flights were late last month. Half a million! Moreover, major airlines delayed more often than low-cost airlines.

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What kind of compensation can you expect?

If the flight is canceled or postponed, then two weeks before departure you will receive a letter with all the details. You will be offered:

1. Refund the full ticket price within seven days;
2. Choose another flight for free.

If you were warned about the flight cancellation less than 14 days before departure then you can count on compensation. This, of course, is not thousands of euros, but nice!

You'll get:

• € 250 for flights with a range of up to 1.5 thousand km. For example, from Kiev to Minsk, Sofia,;
• € 400 - from 1.5 to 3.5 thousand km. For example, from Kiev to,;
• € 600 - from 3.5 thousand km. For example, .

What factors does the payment amount depend on?

“The amount of compensation in case of flight cancellation is calculated from two factors:

1. when you were warned about the flight cancellation (7-14 days / up to 14 days);
2. what alternative route was offered to you (how late you were at your destination);
3. the distance of the flight (from the point of departure to the final arrival, if you are flying with transfers);

If your flight is canceled, the airline must offer you an alternative route. If you can be delivered to your destination within 2-4 hours from the scheduled arrival of the canceled flight, then the amount of compensation may be cut by 50%.

If you are provided with a flight that arrives at your destination with a delay of less than two hours, then this generally exempts the airline from compensation.

In practice, in most cases, you learn about a flight cancellation at the airport and airlines rarely have the opportunity to offer you a flight with a slight delay. You will most likely be offered a flight the next day.

Therefore, in 99% of cases, you can count on the full compensation amounts (250/400/600 euros), which are shown in the table above. Also, if an alternative flight is operated the next day, you must pay for hotel accommodation and a transfer in both directions. "

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What if the flight is canceled and you are already at the airport?

First of all, go to the information desk, airline employee or tour operator. They will tell you why the flight was delayed or canceled and suggest an action plan. If nobody helped, call the call center of the airline or OTA (the provider who sold you this ticket). Not in TripMyDream! We are only looking, but you need to call the one who sold the ticket.

“The passenger should contact the representative of the airline at check-in. If the passenger has further flights and the connection between them is broken, then you need to contact the ticket office or call the call center of the airline to reissue the ticket to the final destination ", - recommends airline Air Astana.

You will be offered two options:

• Alternative flight- with a stopover, at a different time or on the day of departure. If the alternative flight departs a few hours later from yours, then you will already be considered a passenger on the flight that is delayed, which means the airline will feed you, give you drink and shelter you while you wait.

Catch life hack! If there is no time and desire to wait, then urgently look for tickets for the next flight before others overtake you. The cost of new tickets must be reimbursed by the airline. Just don't roll your lip - if you flew by a low-cost airline, then no one will compensate you for business class.

• Refunds for a ticket

The main thing to remember is that the money for the ticket will be returned to you, but taking into account some points. Let's analyze a real case: you are flying on the route Kiev-New York.

If all segments are purchased with one ticket, you will receive compensation for the entire route. If you had 2 separate tickets - Kiev-Amsterdam and Amsterdam-New York, then the money will be returned to you only for the flight that was canceled, for example Kiev-Amsterdam. But the ticket Amsterdam-New York will have to be returned according to the rules of the fare. If you have an economy tariff, then do not rely on compensation, but it is better to check with the airline.

The same is with return tickets, if you bought one round trip ticket, then all tickets will be refunded. But, if these are separate (one way) tickets, then the money will be refunded only for the actually canceled flight.

WITH transit flights- similarly. If, through the fault of the airline, you are late for the second flight due to the cancellation of the first, the carrier must either refund the cost of tickets for the entire booking chain, or offer an alternative to get to your destination. In the case of low-cost airlines, being late for the next flight segment is, unfortunately, only your problem. Low-cost airlines do not guarantee transfers on their flights, each segment is a separate flight, therefore the air carrier is not involved in your connection.

Is it possible to receive compensation for the cancellation and rescheduling of a low-cost airline flight?

“There is absolutely no connection between the cost of a ticket and the ability to receive compensation. Therefore, if you fly with a low-cost airline, you can count on exactly the same amount of compensation, even if you got your ticket for 20 euros ", - experts of the legal service Flyhelp comment on this issue.

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What else needs to be done? Collect additional evidence

Have a coffee with a croissant? Have you bought a toothbrush? We don’t throw away checks! They will be needed to receive compensation for additional expenses. Also come in handy boarding passes, baggage tags, information about the delay, cancellation of the flight (can be requested at the check-in counter). Take a photo or video of the departure board. The frame must show the status of the desired flight and the time.

If you have canceled a charter flight, then upon arrival at the hotel, ask for a certificate of the check-in date - this is the main proof that, due to the tour operator or air carrier, you missed a number of nights of the long-awaited and paid vacation.

With these receipts and certificates, contact the air carrier, the intermediary company that deals with compensation, for example, the Flyhelp service for protecting the rights of air passengers or, in extreme cases, to the court. Some passengers also demand compensation for moral damage, payments for it rarely exceed UAH 10,000.

Are there any differences in compensation for charter and scheduled flights?

“Charter flights (in terms of cancellation) do not differ from regular ones - you are also entitled to compensation. There are several problems with charter flights:

• Charter companies do not have full-fledged complaints departments.
• You will not find online forms here. Most likely, the case will be limited by the need to go to court, ”Flyhelp experts say.

Flight delay

With cancellation sorted out. Now let's figure out what to do when there was a flight delay. If the departure is postponed for 24 hours or more, the airline must provide you with a transfer, hotel and meals. If the flight is delayed by 5 hours or more, there are the following options:

• get money for a ticket;
• choose another flight and, if the class is lower, then get the difference in price within 7 days;
• if the flight class has decreased, then within seven days the passenger must be compensated for the difference: 30% for flights with a range of up to 1.5 thousand km, 50% - from 1.5 to 3.5 thousand km, 75% - for flights with a longer range ...

Even if the flight is delayed for more than 2 hours, you can count on "bonuses" from the airline - free food and drinks.

If a flight with a range of 1.5 thousand km is delayed by more than two hours, with a range from 1.5 to 3.5 thousand km - by more than three hours, and longer flights - by four hours, the carrier must provide passengers with the required number food and soft drinks.

Is there money compensation for the delay?

“The first thing you need to do when your flight is delayed is to determine if you are eligible for compensation. In most cases (when departing from Ukraine), the compensation for your flight will be determined by EU regulation 261/2004 and the Ukrainian Code of Practice. In the first case (EC261) you are entitled to compensation for the delay, in the second not. Let's decide when the EU 261 is valid for citizens of Ukraine.

1. You are flying from Ukraine to an EU country with an EU registered airline, for example, etc.
2. You are flying from the EU to Ukraine with any airline (including Ukrainian)
3. You are flying within the EU with any airline.

In most other cases, the jurisdiction of Ukraine will operate, where there is no compensation for delay (only for cancellation). This, unfortunately, applies to all popular resort destinations, for example Ukraine, etc., ”Flyhelp experts explain.

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What if you missed the connection?

If the transfer from one flight to another is on the same booking and you are late for the second flight due to the cancellation of the first, the carrier must either refund the cost of tickets for the entire booking chain or offer an alternative to get to your destination. If the flight is canceled at the airport and you are waiting for an alternative, you must be provided with the same conditions as in the case of a delayed departure.

“If a passenger misses his connecting flight due to the fault of the airline, the passenger's ticket will be rewritten to the final destination for the next available flights or on an alternative route. It is important that if the company does not see the passenger's connecting flight, the ticket will not be rewritten. This may be the case if the passenger's route is not a single ticket: different tickets for different carriers.

It is best for a passenger to contact the airline ticket office at the airport. If there is no ticket office, then to the representative of the airline or to the round-the-clock call center line, ”comments Air Astana.

What laws take into account the rights of passengers?

Remember these documents, which will help you judge who is right and who is wrong from a legal point of view:

• Montreal Convention (Convention for the unification of certain rules of international air transportation) Is the main document regulating the rights of passengers departing from Ukrainian airports and using the services of national carriers.
• "The Regulations of Ukraine", the order "On the consolidation of the Regulations for the Carriage of Passengers and Luggage" and the rules of Ukrainian airlines (include the main provisions of the Montreal Convention);
• EC Regulation No. 261/2004 (Article 4-9) - for flights within the EU, departing from and arriving in the EU.

How do I get compensation if my flight is canceled?

There is no universal airline claim template, but, for example, the European Commission has developed a standard airline claim template for compensation for canceled, delayed or denied boarding. If you are ok with English, then you can download this template on the website of the European Commission, fill it out and send it to the airline. But in fact, this document is not needed - on the websites of most airlines there are online forms that allow you to submit such complaints. BUT it will be much more efficient to apply for compensation through specialized services.

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In practice, you only need three documents to file a claim against an airline:

1. e-ticket (with booking number);
2. passport photo;
3. boarding pass;

Also useful:

1. an airline certificate confirming the problem with the flight. If there is no help, but there was an SMS or e-mail, take a screenshot or print it;
2. photo of the board with the schedule, receipts of purchases made, unused tickets, hotel reservations - any documents confirming your costs and losses due to a flight disruption will do;
3. confirmation of flight delay or cancellation from an independent source. For example, you can use the Flightaware or Flightradar website.

After the airline has processed your claim, you will receive a response (42 to 90 days, depending on jurisdiction).

The response time depends on the internal regulations of the airlines and the seasonal workload of the claims department. Flyhelp can in many cases shorten the waiting time due to dedicated communication channels with airlines.

If you get a positive answer, great! All you have to do is coordinate the bank transfer with the airline and receive your legal compensation. It may take several more weeks.

What to do if compensation is denied?

“If you received a refusal, then the airline will send you an answer that should explain the reason for the refusal. It will look something like this:

Wizz air flight W6 1568 Kyiv (IEV) 09:00 - Warsaw (WAW) 10:10 (01 February 2019) was canceled due to adverse weather conditions (low visibility caused by fog in Kyiv).

Please consider that Wizz Air as an operating air carrier shall not be obliged to pay compensation, if cancellation or long delay is caused by extraordinary circumstances according to Art. 5.par. (3) of Regulation (EC) No 261/2004 of the European Parliament and of the council establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.

Thus, if you receive a refusal, then all work comes down to verification, or refutation of the refusal.

It can be as simple as, for example, in case of a refusal due to bad weather, in some cases it is enough to study the weather reports to make sure that the refusal is legitimate.

In less unambiguous situations, you will have to ask Additional information from the control room, airport and other sources and conduct deeper analysis. The difficulty lies in the fact that the concept of "flight weather" does not exist and the decision to take off / landing is made on the basis of a number of factors (runway capabilities, technical characteristics aircraft, pilot skill level, etc.)

By law, the airline must provide you with all the information you need to effectively defend your rights. However, do not expect that the airline will shower you with supporting documents. In most cases, they will be limited to a bad weather certificate from a free source and, in practice, you will have to collect and analyze evidence yourself.

Natural disasters

Airport staff strikes. If airline employees are on strike, this is not force majeure in many cases.

What if your flight is delayed due to force majeure?

Everything is the same as in the case of the above situations, only compensation for this is not due.

Are there any exceptions?

Sometimes airlines blame unfavorable weather conditions for flight delays due to their fault. If you are sure that this is the case, you need to find confirmation of the meteorological situation on the METAR (METeorological Aerodrome Reports) website, a specialized resource that is used in aviation to determine meteorological conditions. Here are just the information that can be obtained on this site - this is a code, which is not easy for a layman to decipher without outside help. Therefore, this solution is only for those who are not looking for easy ways. It is much more convenient and profitable to use special services.

If you find yourself in any of the above situations, know that you have every right to be compensated for the time spent and the forced change of plans. Delays and cancellations happen on a daily basis, therefore, for airlines, solving such problems is routine, and for a passenger it is not at all as difficult a process as it might seem at first. Just open this article, proceed according to the outlined plan and everything will turn out in the best possible way.

Who can I contact for compensation in case of flight cancellation or delay?

Flyhelp is a Ukrainian service for the protection of the rights of air passengers operating on the principle of "justice as a service" (JaaS - justice as a service).

With the help of Flyhelp, it is possible to obtain compensation of up to EUR 600 for flight delays or cancellations without risk to the passenger. The service takes all costs on itself and receives a commission (20%) only upon payment of compensation. No result - no payment.

There are several reasons to ask Flyhelp for help:

• the lowest commission on the market (20%);
• the office is located in Kiev and you can always get advice on the problem that has arisen;
• you do not need to do anything - (it will take less than a minute) and calmly wait for the result.

Flight delay

An unpleasant situation associated with a delay or cancellation of a flight can affect every traveler. Sometimes this does not pose a big problem, and sometimes it can cause a serious delay for a transfer.

There can be many reasons for such unpleasant situations. Not every time the airline is to blame for this, so it is better to know in advance about situations in which you can demand money back, or voice your rights, in accordance with applicable laws.

The airline is not responsible for the cancellation or delay of the flight if ...

A natural disaster struck in the arrival / departure area of ​​the aircraft. Hurricanes, floods, fires, snow drifts, snowstorms or heavy rainfalls all fit into this category.

In the arrival / departure area, hostilities began. Anti-terrorist operations with the use of short- and medium-range weapons are now equated to "military" actions.

Flights in the direction you need have been temporarily suspended. This is most often due to the first two reasons.

At the airport of arrival / departure, a strike of personnel not related to your airline has begun.

The airline is responsible for the cancellation or delay of the flight if ...

Happened " overbooking"(English - overbooking). This term refers to the nominal excess of the number of tickets sold over the actual number of seats on the plane. The most common mistake of airlines, in which it is obliged to take full responsibility.

Fixed inconsistency in schedules... The second most common mistake was when two or three airlines could not agree in advance on the flight schedule.

Crew of the ship not ready to fly... Most often - due to the sudden illness of the pilot and the absence of a person ready to replace.

Flight turned out to be "unprofitable" That is, they sold too few tickets with serious transportation costs.

Circumstances of flight cancellation and rescheduling and what you have the right to request

If the flight is canceled several days in advance, and you have been notified of this, then ...

You can request an alternative route with the same destination. Replacement of tickets is carried out at the expense of the airline.

You have the right to demand money back if the airline is proven to be at fault and if you cancel the trip.

IMPORTANT: For transit flights there will be their own rules, consistent with the law of the country in which you are arriving in transit. The most beneficial passenger laws in the UK. If your transit flight led to the disruption of the purpose of the trip - for example, a business meeting or participation in a competition, then British carriers will be required to provide you with a free ticket to Russia.

If you found out about the cancellation or rescheduling of your flight already at the airport ...

Then you will be offered to transfer to another flight. If the airline is the same, then you just have to wait for the next departure.

If the offer comes from another carrier, then there will be several options:

The ticket is issued free of charge (due to the fault of the airline);

The difference in ticket price is paid by you (due to weather conditions).

The airline also undertakes to pay compensation to the passenger for each hour of waiting. In Russia, this compensation is 3% of the ticket price for every hour+ 25% minimum wage fine (minimum wage). However, according to the same law, the fine cannot exceed 50% of the ticket price even in case of long waiting times.

Reimbursements in EU countries depend on the waiting time for the next flight, as well as on the number of days for which you were warned by the airline. The run-up of compensations in Europe is large: from 125 to 600 euros per person.

In the United States, compensation laws not provided- each airline has the right to establish its own rules. Most often, the replacement of tickets is carried out at the expense of the passenger, regardless of the circumstances. The only reason for free replacement will be "overbooking".

What do you have the right to request at the airport if the flight is delayed due to the fault of the airline?

Delay from 2 to 4 hours

Free soft drinks (tea, coffee, carbonated water);

Two free phone calls to relatives or to the place of work;

Access to the mother and child room (if you are flying with a child under 7 years old).

Games room at the airport

Delay from 4 to 8 hours

One set lunch or dinner at any venue in the lounge.

Delay more than 8 hours

Free room in the nearest hotel for a day or more. They are obliged to take you there at the expense of the airline.

If you opt out of the hotel, you must be provided with a set lunch or dinner in the waiting room every 6 hours during the day (and every 8 hours at night).

What to do to get a refund for tickets?

If the flight cancellation and the subsequent claim from you are issued on the territory of Russia, then our laws will apply here. If on the territory of another state - then the laws of that country.

The first thing you should do is write a written claim that is accompanied by:

copies of itinerary receipts,

tickets for events,

information about the paid hotel reservation, etc.

The airline undertakes to refund the money for the canceled flight. within 30 working days... If this did not happen, then the passenger has every right to go to court.

According to the current law, the passenger has the right to claims and statements of claim in for half a year from the moment of flight cancellation.

For European air carriers, the statute of limitations is 2 years.

Separately for the UK, the same period is 6 years.