The EU regulation 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights requires us to offer affected passengers on cancelled flights or flights that have been delayed overnight , and do not chose to cancel their booking and receive a refund, he following care package.
- Meals and refreshments in reasonable relation to the waiting time
- 2 short telephone calls, or telex, or fax, or e-mail messages.
- Hotel accommodation if the delay goes into the following day
- Transport to and from the hotel.
This care package is offered to passengers who are away from their usual residence/home and is usually arranged by our airport staff however, if your flight was cancelled or delayed overnight before you started to make your way to the airport, you may make a claim for reimbursement of the reasonable costs of hotel accommodation and meals for the number of days you were delayed between the original scheduled departure, up until the next available flight we offered, as well as transport to and from the airport and two communications defined above.
We respectfully remind all passengers that we will not reimburse accommodation or meal costs if you declined to travel on the first available flight we offered you.
Our assessment of 'reasonable' is based upon the following principles:
Hotel accommodation - Is based on a minimum of two people sharing one room in a 'no-frills' /express type hotel (with the exception of passengers travelling alone on a single reservation).
Meals and refreshments - Include breakfast (if it has not been included in hotel offering) followed by one snack and one main meal per person per day, plus approximately six regular soft drinks or beverages per person per day.
Transport between the airport and hotel - Using public transport
Two short telephone calls - No longer than 10 minutes each using the most economic means available. Please remember that mobile roaming charges are usually more costly, consider using a landline instead.
How to make a claim
As soon as you have returned home and have had the chance to gather all your paperwork and receipts, please email email@example.com attaching scanned copies of your receipts (preferably in a .pdf format).
Please send a letter and copies of your receipts to:
PO Box 747
All claims for reimbursement should be submitted no later than 3 months after your return flight date.
We require the following details to be sent to the addresses above:
- a list of the passengers and booking references being claimed for
- a summary listing all your expenses
- all itemised receipts
- contact details of the lead passenger to whom reimbursement should be paid.
We are unable to reimburse any of the following:
- Un-receipted expenses
- Top range and/or luxury hotels and/or restaurant/eateries
- Payments to friends/relatives offering bed and board
- Room service
- Replacement flights on other airlines
- Any other purchases not related to meal and accommodation requirements
EU Financial compensation
In certain circumstances the EU regulation requires airlines to pay financial compensation to customers if their flight is cancelled within 14 days of departure or delayed more than 3 hours. However this requirement does not apply if the cause of the delay or cancellation was due to “extraordinary circumstances” which include weather conditions and the closure of airports.
Flight cancellations and delays due to the recent disruption qualify as “extraordinary circumstances” and therefore we will not be issuing financial compensation to customers on cancelled or delayed flights, other than reimbursement of reasonable costs of accommodation, meals, transport to and from the airport and two short calls or e mails as detailed above.