How do you claim your costs back for hotels and meals if you have incurred any?
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 the 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 has been cancelled or delayed overnight before you have started to make your way to the airport, and if you have not chosen the ticket refund option passengers may make their own arrangements and claim back reasonable hotel accommodation and meal costs for the number of days they were delayed between the original scheduled departure, up until the next available flight we offer.
We respectfully remind all passengers that we will not reimburse accommodation or meal costs if you decline to travel on the first available flight we offer 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 to and from the airport and hotel - Using public transport
As a guide based on an assessment of average hotel room costs in New York, Boston and Washington hotels we suggest our passengers spend no more than $250 per night for a room, and no more than $60 per person per day for meals. Please remember any and all accommodation, meals, telephone and transport claims must be supported by receipts before reimbursement will be considered.
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 firstname.lastname@example.org attaching scanned copies of your receipts (preferably in a .pdf format).
Please send a letter and copies of your receipts to:
PO Box 747
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 passengers 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 approach, impact and aftermath of Hurricane Sandy qualify as “extraordinary circumstances” and therefore we will not be issuing financial compensation to passenger on cancelled or delayed flights, other than reimbursement of reasonable costs of accomodation, meals, transport to and from the airport and two short calls or e mails as detailed above.