Passenger rights

Dear passengers, we do our best to carry out all flights as planned and get you to your destination on time.

However, disruptions to air traffic do occur and in these cases, we would like to support you in the best way possible. The following information and videos are an overview of the services we provide to mitigate inconveniences resulting from delays, cancellation, or irregular operation.

How can we assist you?

Change or cancel booking
Claim a refund for cancelled flights
Services for delays and cancellations
Reimbursement of expenses

Self-Servicing via the Eurowings app

If your flight is cancelled, we will automatically search for a replacement flight for you. When we have found an alternative flight for you, you will receive an e-mail detailing the next steps.

Alternatively, you are welcome to rebook independently in the Eurowings App or on eurowings.com or request a flight voucher or refund.

If domestic flights are cancelled at short notice, we also offer you the option in the Eurowings app of converting your flight ticket into a DB rail voucher.

If you booked a Eurowings flight through a tour operator or travel agent, our self-services may be limited. Please contact the tour operator or travel agent directly. They will take care of getting you to your destination.

You're using the app for the first time or haven't checked in for your flight via the app yet?

Follow the steps below using the main menu:

My trips > Add booked trip > Enter booking code or tour operator number and surname > Your options

Your options in the event of a short term flight cancellation

Video: Options in the event of short term flight cancellations

Your Options in the event of a long term schedule change

Video: Options in the event of a long term schedule change

1. Passenger rights in the event of long delays, cancellations or denied boarding:

What are my rights in case of long delays, cancellations or denied boarding?

In exceptional cases we may not be able to carry out your flight as scheduled. In the event of long delays, cancellations or denied boarding our ground staff will assist you on site and help you get to your destination as quickly as possible.

Delay

In the event of a long delay, you are entitled to assistance. This includes meals and refreshments in reasonable proportion to the waiting time and if necessary hotel accommodation and transfer.
Provided it is a delay of at least 5 hours, you are entitled to a refund of ticket costs for parts of the journey not made.
If your flight is delayed by at least 3 hours at the final destination, you are also entitled to compensation (250 € – 600 € per person) unless the delay is due to extraordinary circumstances which could not have been avoided if all reasonable measures had been taken or you have been informed of the change at least 2 weeks prior to the scheduled departure time.

Cancellation

In the event of a cancellation, you have the right to choose between re-routing including care service and reimbursement of the ticket costs. Furthermore you qualify for compensation (250 € – 600 € per person) unless the cancellation is due to extraordinary circumstances which could not have been avoided if all reasonable measures had been taken or you have been informed of the change at least 2 weeks prior to the scheduled departure time.

Denied boarding

In the event of denied boarding you have the right to choose between re-routing including care service and reimbursement of the ticket costs and you qualify for compensation (250 € – 600 € per person).

For more information on care and support services and compensation benefits, please see the following questions:

Question 3: 'Reimbursement in the event of cancellation, denied boarding and long delay'

Question 4: 'Care in the event of flight delays, cancellations or denied boarding'

Question 7: 'Indemnification or compensation'

2. Rebooking:

How can I rebook my flight?

The most important facts at a glance:

You can rebook flights up to 40 minutes before departure.
Travel plans can change at short notice and you can choose how much flexibility you need.
If the fare of your new booking is more expensive an additional charge may be necessary.

You are able to rebook your flights by using our self-service. The rebooking must be made at least 40 minutes before the scheduled departure, otherwise the regular rebooking charge will be incurred.

The following rebooking and cancellation conditions apply:

	New and existing bookings
Can I cancel my flight?	see information about flight cancellations
Can I rebook my flight?	yes
Is there a rebooking fee?	no
When must the original flight booking have been made?	Existing bookings can be rebooked without a change fee This offer also applies to new bookings made until further notice.
Until when do I have to rebook my flight to take advantage of the free rebooking service?	at least 40 minutes before departure
Can I make a rebooking for the same route at a later date?	yes
Can I make a rebooking for a different route at a later date?	yes
How often can I rebook my flight?	unlimited times
What other costs may arise with the rebooking option?	Potential differences to the current daily price of the new flight will be charged

Rebook your flight now

3. Reimbursement in the event of cancellation, denied boarding and long delay (Regulation (EC) No 261/2004):

How can I claim a refund for my cancelled flight?

If your flight has been cancelled by Eurowings, you have the following options:

rebook flights yourself, quickly and free of charge
request a flight voucher in just a few steps (valid for three years)
claim a refund for the flight price paid

To claim your refund, simply log in to access your booking using either your myEurowings account or the booking code and your last name. Within your booking, you will then find an overview of your options to select from.

Alternatively, you can contact us via our contact form.

For tickets booked via a travel agency, we recommend that you also get in touch with them. If you do not receive a response in a timely manner or it seems necessary for other reasons, please contact us again for further processing.

When can I expect my refund?

Despite the difficult situation during the COVID-19 pandemic, we have massively increased our customer service resources to ensure that all requests are processed as quickly as possible.

Please understand that processing your request may take longer than usual. Eurowings currently reimburses flights daily to an unprecedented extent. We guarantee that we will meet all justified claims.

Thank you for your patience in these challenging times.

Claim a refund of your flight ticket directly within your booking.

Access my booking

4. Assistance in the event of flight delays, cancellations or denied boarding:

Which services am I entitled to in case of a flight delay, cancellation or denied boarding?

Catering and communication

In the case of a delay of multiple hours or a flight cancellation, you will receive a meal voucher from our local staff. The distribution of meal vouchers depends on the amount of the delay and route length of the flight. On short-haul routes, we will provide you with vouchers for delays of at least two hours. For medium and long-haul flights, you will reveice a voucher if your flight is delayed by at least three or four hours respectively.

At some of our stations you have the possibility to use your boarding pass as a voucher. You can find the participating restaurants under the following link: https://icpn.fyi/xxx (Please add the three-digit code of your departure airport instead of XXX)

In exceptional cases, if there is no on-site catering, we would kindly ask you to provide your own food. We will reimburse you up to €30 per person per day against corresponding proof of purchase. In addition, we will cover the cost of two telephone calls (faxes or e-mails), provided you can present proof of the costs incurred.

Overnight accommodation

If the delay or booking changes for a cancelled flight mean you are not able to fly with us until the following day, we will arrange an accommodation for you. We will also provide transport between the hotels and the airport. In a case where we are unable to do this, however, we will cover the cost of public transport for the journey to the hotel and back to the airport. We will accept taxi costs if public transport cannot be used or is too inconvenient, for example because of the late time of day.

In exceptional cases we may not be able to offer you hotel accommodation for logistical reasons. In this case, we would ask you to arrange a place to stay yourself. We will reimburse the documented costs up to the cost of a mid-range hotel (up to €150 per person) in these circumstances.

5. Reimbursement for waiting time:

How will I be reimbursed for costs incurred by a flight delay or cancellation?

You may have incurred expenses while waiting for your flight, such as accommodation or catering. We will of course gladly refund these to the extent required by law. Please submit all relevant receipts here so that we can verify reimbursement.

6. Flight cancellation and baggage:

What happens to my checked luggage in case of a flight cancellation?

If you have already checked in your baggage, you will need to retrieve your baggage back at the baggage conveyor belt. If you have booked an alternative flight or have been rebooked by us, you will need to check in your baggage again for this alternative flight.

Follow the signs and announcements on site. Our ground staff will be happy to help and support you.

7. Indemnification or compensation:

Am I entitled to damages or compensation?

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) or you have been informed of the change at least 2 weeks prior to the scheduled departure time, carriers are not required to pay compensation.

Was your flight delayed or canceled?

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.

Further important information on flight cancellations

8. Changes of flight time

What options do I have if Eurowings changes my flight times?

If the departure time changes by more than one hour and it is therefore not possible to take the flight, you are able to rebook yourself independently on our website or request a flight voucher or a refund of the ticket price.

9. National complaint and enforcement bodies:

What are the national complaint and enforcement bodies?

You can submit your complaint directly to us via our contact form. If we are unable to resolve your concern to your satisfaction, you have the option of contacting one of the designated national enforcement bodies. You can find an overview of the competent national bodies here.

The European Commission operates a platform for online dispute resolution (ODR). This platform may be used to resolve complaints.

If your journey was for personal reasons and in the event of a dispute, you can additionally appeal to the impartial cross-operator German Conciliation Body for Travel & Transport (Conciliation Body Travel & Transport , registered association) Fasanenstraße 81, 10623 Berlin, Germany:

10. Passenger rights for Israel & Saudi Arabia

Where do I find more information?

We have put together all information on the applicable passenger rights for you here:

Israel

Saudia Arabia

Flight status information

Check current flight status

Since disruptions to air traffic can sometimes occur at short notice, we kindly ask that you check the flight status of your booking before you travel.

My booking

Current flight status

Stay up to date

In case of changes to your flight, we will inform you via email, SMS or app notification right away. In case you didn't provide your contact details upon booking the flight, you can still add them to your "My Eurowings" account, on the Eurowings app or at the airport check-in counter.

Benefit from the services of the Eurowings app

Track your flight status in real time and receive updates
Automatic search for alternative flights in case of cancellation
Rebook flights or request a voucher and refund yourself, easy and at no extra cost
Step-by-step instructions until you have checked in for your new flight

Download the Eurowings app on Google Play or from the Apple App Store now!