Because of my profession as a journalist and, above all, because of my passion as a traveler, I have had to fly many, many times throughout my life, and I recognize that in this regard I have been very fortunate, as I have hardly had any incidents.
Apart from the loss of luggage a few times and some big ones delays in plane departure, I have only suffered on a couple of occasions Overbooking and cancellation of a flight.
But in case it happens to you, when flying you must be clear about your rights as a flight passenger, and very important, how to claim them.
The massive cancellation of flights that we have suffered in recent times, specifically due to the coronavirus crisis, may mean that you are one of those affected by this unpleasant incident.
All the information in detail
What to do if my flight has been canceled
Given these circumstances,what to do if your flight has been canceled? what if you have a delay of several hours? what are your rights?.
The truth is that I would bet that the vast majority of those affected by these incidents are not clear about what their rights are, as happened to me when I had the only flight cancellation I have ever suffered.
What are my rights for canceling a flight?
In case this happens to you on a future trip, it is important that you know What are your rights as a passenger in the event of a flight cancellation?.
La European Union It has established regulations since 2004, which are mandatory, not only for all airlines from member countries, but for all those operating in European territory.
This regulation establishes the air passenger rights for the different circumstances that may arise, such as loss of suitcases, flight delays and, of course, in case of cancellation.
Below I will detail your rights if your flight is canceled:
Right to information in case of flight cancellation
First of all, you have the Right to information, which implies that they provide you with an information brochure detailing your rights as a passenger, especially in terms of assistance and compensation.
If you are interested hire the management of requesting your compensation, here you have access to the website of one of the main companies that offer the claim service for the cancellation of your flight
Additionally, next to the check-in counter, the airline must have a sign that warns you that you have certain rights as a passenger.
In the case of my canceled flight, indeed next to the counters there was a sign warning of these rights and some brochures that in a very summary way reminded you of the most basic ones, as well as an international telephone number and a website where you can find information.
Refund of the ticket amount due to flight cancellation
If they give you several days' notice, you have three options.
On one hand, the right to refund of the ticket price, total or partial, to be collected in seven days; a alternate flight on the same day of cancellation and under similar conditions; or an alternative flight on a later day that suits you.
Assistance at the airport after flight cancellation
When the notification of the cancellation occurs at the same airport, you have right to care.
This means that they must give you free food and soft drinks, depending on the time you have to wait at the airport, until the departure of an alternative flight offered by the company.
Likewise, they must provide you with free telephone calls, or the sending of messages by fax or email.
Right to hotel accommodation after flight cancellation
But in the case of the aforementioned cancellation of a flight that I suffered on a trip, since it was already late in the day, I had the right to have all of us passengers transferred, free of charge, to a nearby hotel so that, the next day, we could take a new flight.
That's how it happened, because on a bus they took us to a four-star hotel near the airport where they gave us, as dinner, a pack with a sandwich, a juice, an apple and a chocolate bar, and they also gave us a phone card.
The next day, we were taken by bus to the airport to catch the assigned alternative flight.
Financial compensation for flight cancellation
But in addition to what was said above, you also have right to compensation to compensate you for the inconveniences of cancellation.
More so in the event that the company does not notify you at least two weeks in advance.
How much compensation to claim for cancellation of a flight
According to the amount of financial compensation, you can consult the table that starts from a minimum of 250 euros on community flights of up to 1.500 kilometers in distance.
And arrives up to 600 euros in the case of a flight with origin or destination outside the European Union and more than 3.500 kilometers.
If the airline offers you a alternative transportation solution with similar schedule, you should still have this right of compensation, although for half the amount.
Only in very specific cases, the airline is exempt from paying you this compensation.
It would be in the case of extraordinary circumstances that must be justified; because you have been notified of the cancellation at least two weeks in advance; or because they have offered you a flight on the same route and similar time.
If you are interested hire the management of requesting your compensation, here you have access to the website of one of the main companies that offer the claim service for the cancellation of your flight
How to claim for flight cancellation
But here comes another problem,How to claim compensation for flight cancellation?
It is a process that you can do on your own, in which you must go to the airline that canceled your flight to claim your compensatory right.
And if you do not receive the appropriate response that satisfies you, you should contact the competent state agency, which in Spain is the State air safety agency.
Now, out of curiosity, I wonder how many travelers who suffer the cancellation of their flight make the relevant claim on their own.
And, on the other hand, do all airlines operating in Europe comply satisfactorily with the air passenger rights?
Companies claiming rights before airlines
In order to facilitate this procedure for passengers, in recent times companies have emerged that make the management of claiming your rights before airlines.
The fact is that during a year there are usually up to 10.000 incidents susceptible to complaints on flights operated in Spain, and that statistics say that only 5 percent of passengers make said complaint.
If you are interested hire the management of requesting your compensation, here you have access to the website of one of the main companies that offer the claim service for the cancellation of your flight
In order to carry out claims, this guy from this company file the claim on your behalf without direct cost, since it only charges you a commission (30%) for the compensation you receive if the result has been favorable.
In short, it saves us from making a administrative management which can be cumbersome and, based on their experience, with a high level of success in claims.
I hope this information is useful to you to know what to do if your flight is canceled, which I hope doesn't happen to us :)
HELLO, I HAVE TO COMPLAIN THE SAME BEFORE TAP BUT I CALL THE PHONES. IN VENEZUELA AND THEY DO NOT ATTEND ME. COULD YOU PROVIDE ME WITH THE EMAIL TO SEND MY CLAIM?
I have read that they did not compensate you for "special type of ticket", could you be more explicit, how do I know that my ticket is also "special", I am in a claim with TAP which is a disaster and they should take away the license to operate for so much flight cancellation and I want to be prepared for when they come out with the “special” story about my ticket
Rey, the “problem” is that my ticket was free, but it turns out that this does not prevent the company from having to “compensate” you for the inconvenience (I had to return on a Monday morning, with the relevant work problems) with an indemnification.
If your claim gets complicated (I'm afraid it will), I think they can help you here
https://www.reclamador.es/agencias/guias-viajar/
regards
Thank you for your response, well my ticket was not free, I had to pay for it, but these people always take advantage of hidden chapters of the laws, I hope I can achieve something because although they gave me accommodation, food and transportation for the more than 30 hours it took me reaching my destination and all the setbacks caused by arriving so late must be compensated monetarily so that they are more responsible, and in recent days I read on the airline's website that they had canceled several days of flights because they had not been given a lot of planes, poor people who have a trip with this horrible line, for my part I will NEVER use this line again and I will tell everyone I can not to use it, thank you again for your information
A and we are 5 people
Hello Jose, a case from Venezuela with the same TAP line. CCS flight - Lisbon-London has been canceled one day in advance. They offer me another flight 7 days later where I lose my stay in London and another flight to Belgrade with Air Serbia. Cancellation was unilateral and voluntary on the part of Dr Tap. This was Your only offer and I have to pay all the expenses incurred by the airline. They have not offered me any type of compensation. What do you recommend? Thank you.
Hello, but in the end they gave you financial compensation? The other day Vueling “presented” us with a 20 hour delay! on the flight from Prague to Barcelona.
I sent a claim by email and they told me that I was not entitled to compensation for the dogs, but I guess I have to continue searching and fighting for fair compensation.
In the end I did not receive compensation because my “rate” did not allow it 🙁
José Luis, your summary of the events is very interesting. But frankly I think that the fact that the “fare” did not allow it, surprises me a lot, even if you bought the flight with points, or for free,… what the current regulations say is “compensation” for the inconvenience etc. not “refund” of the amount spent…
Jordi, you are right with your clarification, but the truth is that they did not “compensate” me for the inconvenience 🙁
Hello. Your article is very interesting, it has been of great help to me. I had a TAP Portugal flight cancellation from Lisbon to New York. I complained to the company and they did not respond, I sent the complaint to AENA and they sent the request to the competent body of Portugal, that was 5 months ago and they still have not responded. Could you inform me of the next steps or if such a delay is normal? Thank you so much
Hello, my question is very simple, but I hope you can answer me because I am in a hurry.
I have a flight with PORTUGALIA from Lisbon to Barcelona but I cannot check-in online. Could you tell me how you did it? That is, I imagine that I will have to go to the Lisbon airport and check-in there, right? How much time in advance? Thank you so much. Great article!!
Sorry for the delay in answering (it is even possible that you have already flown), but as you say, you can check in without problem at the Lisbon airport until the flight closes.
It has always been the usual thing when flying to check in at the airport, although most companies already offer the option of online check-in, and even the obligation, as is the case with Ryanair and now I think it too EasyJet
Very useful and complete article.
Home Claim according to your procedure. Thank you!
What remains in my doubt is whether they have compensated him in the end, since it is assumed that the company does not matter. And the ticket or price paid, right?
Thank you.
Well, at least they compensate or try to compensate a little for things when they don't turn out as expected.
Article of great interest, it will have to be moved.
Greetings.