Passenger rights

Passenger rights in the event of flight delays or cancellations are governed by the general European Parliament and European Council regulations, in particular Directive (EC) No. 261/2004, which sets out common rules on compensation and assistance for passengers. Responsibility for providing compensation always lies with the airline with which the passenger has a contract, not with the airport.

The regulations establish the airlines’ obligations in general terms, for instance the obligation to provide refreshment free of charge in the event of a delay of more than two hours for flights under 1,500 km. However, the form of assistance may depend on the facilities available at the airport. Passengers may be given vouchers that can be used at various catering outlets or offered refreshments at a designated location without a choice of venue. Both approaches are in line with EU legislation.

Assistance to passengers experiencing delays is generally provided by the handling company, which represents the given airline at the airport.