Your rights and compensation Rates valid EU

Denied boarding

Airlines overbook. They do this knowing that not all passengers due to fly, will turn up on the day. If this looks likely, EU regulations state that the airline should ask passengers to volunteer to give up their seat in exchange for cash or vouchers. And they should also offer volunteers the choice between a refund and an alternative routing. A passenger is entitled to compensation of between €125 and €600 (between £110 and £515) depending on the distance of the flight and the delays experienced before being re-routed. If a passenger chooses to be re-routed, the airline must also offer, if necessary, food, access to a telephone, hotel accommodation and transportation between the airport and the hotel. If you volunteer to re route, the amount of compensation is considerably less, although airlines may offer you other incentives, i.e. a complimentary ticket to another destination.

Flight cancellation

The rates of compensation are the same if your flight is cancelled unless you received at least 14 days' notice of the cancellation or you were re-routed close to your original times. There's a get-out clause for the airlines here. If the cancellation is caused by an extraordinary event, a volcano for example, carriers may not have to pay. If your flight is cancelled, the airline should offer either reimbursement of your ticket (within seven days) or routing to your final destination under similar conditions. It should also help with phone calls, food, accommodation and transport between accommodation and airport.

Long flight delays

You should receive "reasonable care" (refreshments, etc) from the airline if the delay is

• two hours or more for flights of 1,500km or less (that would be London- Edinburgh for example)
• three hours or more for longer flights within the EU or for other flights of between 1,500 and 3,500km (London-Krakow)
• four hours or more for flights of over 3,500km outside the EU. If the delay is more than five hours, and you decide to return home, you are entitled to be flown back to your departure airport and have your ticket reimbursed.(this applies while in transit awaiting a connecting flight)

Damaged /delayed / lost baggage

If your luggage is lost, damaged or delayed, you may be entitled to compensation up to €1,220 (a little over £1,070). If your bag is damaged, a claim to the airline should be lodged at the airport or within seven days of receiving it. For delayed baggage, you have up to 21 days to lodge a complaint. If your baggage is lost normally after 14 days it is considered lost permanently. Always ensure you receive a PIR / report from the airline or tour representative at the airport before you leave if this is possible. Baggage compensation is normally paid out in relation to how much weight was checked in, and a rate per kilo is allocated to the claim. Therefore it is capped to the maximum allowable weight per class. economy or Y class 23kg, Business J class 30kg and First class 40kg, although airlines use discretion with this one.