Passenger Rights
Under EU law, you have significant rights on many flights to, from or within the European Union. This page will help you understand when the law applies and what you are entitled to if your flight doesn't go as planned.
The law covers many flights to and from EU airports
To be covered by EU law, your flight must be either:
- departing from an EU airport and operated by any airline, or
- arriving at an EU airport and operated by an EU airline
Under this law, EU airports also include those in Iceland, Liechtenstein, Norway and Switzerland.
If you book with one airline but fly with another (a ‘codeshare flight') then it's the nationality of the airline operating the flight that counts.
There have been a number of changes to the law over the last few years due to cases being heard in the European Court. The European Commission has
published guidelines to clarify the existing rules and ensure they are consistently applied across the EU.
Check if EU air passenger rights apply in your case
Not covered?
If your flight isn't covered by EU law, you may still be entitled to assistance.
The length of your flight is important
The length of your flight determines many of your rights, so it's a good idea to check which category your flight falls into:
- Short-haul flights under 1,500km - for instance, Keflavik to Glasgow
- Medium-haul flights between 1,500km — 3,500km - for instance, Keflavík to Kaupmannahöfn.
- Long-haul flights over 3,500km - for instance, Keflavík to New York.
The distance is sometimes shown on your flight confirmation. Alternatively, you can check it online.
Delayed flights: your rights and entitlements
If your flight is delayed, EU law says your airline must provide food, drink and accommodation. See specific information about:
As long as the law covers your flight, you are always entitled to care and assistance. This usually means food, drink, access to communications (this could be by refunding the reasonable cost of phone calls) and accommodation (if necessary).
Cancelled flights: your rights
If your flight has been cancelled, your airline must offer you the choice of a refund or alternative flight. See specific information about:
As long as the law covers your flight, you are always entitled to care and assistance. This usually means food, drink, access to communications (this could be by refunding the reasonable cost of phone calls) and accommodation (if necessary).
Being bumped: your rights
If an airline has overbooked a flight or uses a smaller plane than it planned, it sometimes asks or forces passengers to give up their seat. This is called being ‘bumped' or denied boarding.
Your rights when bumped from a flight
Being downgraded: your rights
If your airline downgrades you to a lower class than the one you booked (for instance, economy instead of business), you are entitled to reimbursement of a percentage of the price for the flight on which you were downgraded.
The table below shows how this is calculated:
| Length of journey | Reimbursement |
|---|---|
| Up to 1500km | 30% of the flight price |
| 1500-3500km | 50% of the flight price |
| More than 3500km | 75% of the flight price |
Connections: your rights
If your journey involves more than one flight and you have a through ticket (a single ticket which covers more than one flight), your airline may have to look after you if you miss your connection.
Many journeys by air involve connecting flights. This is when you have to take more than one flight to reach your destination. For instance, you might fly from Manchester to London, then from London on to New York.
Under EU law, you may be entitled to compensation from your airline if you miss a connection. To be covered by these rules, your flight must be either:
- departing from an EU airport and operated by any airline
or - arriving at an EU airport and operated by an EU airline
(Under this law, EU airports also include those in Iceland, Liechtenstein, Norway and Switzerland.)
If your journey involves flights with airlines from different countries, it's generally the nationality of the airline at fault that determines your rights.
For instance, if a delay on your first flight causes you to miss your second, it's the airline operating the first flight that is responsible.
Are you on a through ticket?
Your airline is only required to provide compensation if you are booked on a through ticket. This means you have a single ticket and one reservation reference for your entire journey. The cause of you missing your connection must also be within the airline's control.
If you or your travel agent booked the flights separately, then you are not covered by these rules.
Claiming compensation
In some circumstances you may be able to claim compensation for your missed connection.
This depends on how late you arrive at your final destination and what caused the delay.
The rules about compensation when you miss a connection are the same as for any other flight delay.
