Question 1

What rights do I have in the event of a major delay, flight cancellation, or denied boarding?

Accepted Answer

In exceptional circumstances, we may not be able to operate your flight as planned. In the event of a major delay, flight cancellation, or denied boarding, our ground crew will help get you to your destination as quickly as possible. If your flight is a "codeshare flight", meaning that it is a flight offered by several airlines under its own flight number, then your claim is always with the airline that is actually operating the flight..

Delays

In the event of a major delay, you have the right to assistance. This includes an appropriate amount of meals and refreshments for the waiting period, as well as, if necessary, hotel accommodation and transfer.
In the event of a delay of at least five hours, you have a right to a refund on the ticket costs of flights not yet taken.
If your flight at your end destination is delayed by at least three hours, you have the right to compensation (€250–€600 per person), unless the delay is due to exceptional circumstances which are unavoidable even after all reasonable measures are taken, or unless you were informed of the change at least two weeks before the planned departure time.

Cancellations

In the event of a cancellation, you have the right to choose between alternative transport, including assistance services, or a refund on the ticket costs. You also have the right to compensation (€250–€600 per person), unless the delay is due to exceptional circumstances which are unavoidable even after all reasonable measures are taken, or unless you were informed of the change at least two weeks before the planned departure time.

Denied boarding

If you are denied boarding, you have the right to choose between alternative transport, including assistance services, or a refund of the ticket costs. You also have the right to compensation (€250–€600 per person).

Further information on support, assistance, and compensation services is available in the answers to the following questions:

- "Refund or alternative transport in the case of cancellations, denied boarding, and major delays"

- "Assistance services for delayed flights or cancellations"

- "Damages and financial compensation"

Question 2

Am I entitled to a compensation payment?

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.

Compensation

Here’s how to check your entitlements:

Questions about claims and compensation:

Frequently visited pages

Eurowings

Lufthansa Group

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