Am I entitled to a compensation payment?

Question

Accepted Answer

If you are denied boarding, your flight arrives at least three hours later than the scheduled time of arrival or is cancelled, you may be entitled to claim compensation according to VO 261/2004. This lump sum compensation payment of €250 – €600 is based on the route length and arrival time. By the way: in the case of a so-called codeshare flight, in other words a flight offered by more than one airline under its own flight number, your claim is always directed towards the airline that actually operated the flight.

If the delay or cancellation is due to `exceptional circumstances` (such as an air traffic controller strike or adverse weather conditions), carriers are not required to pay compensation.

Request compensation payment

With our online form, you have the possibility to check your entitlement to a compensation payment according to VO 261/2004 and, in the event of a claim, to request it directly.

Check entitlement now

Processing time

We aim to provide you with a prompt response and resolve your request to your full satisfaction. Unfortunately, response times might occasionally take longer than we`d like, especially during the peak holiday season and due to external factors. Please be patient with us in this case.

Please note: Our call centre cannot see or influence how long processing your request will take, so no information can be passed on during this time.

After 2 months of waiting for a response at the earliest, you have the option of contacting an arbitration service. There is an overview of the European Dispute Resolution Centres on the website of the European Consumer Centre Germany.

Flight disruptions

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Questions about flight delays and cancellations:

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