What to do if your flight is canceled or delayed. What to do if your flight is canceled Refund for canceled flight

28.12.202127.05.2017

Many of us had a situation in life when an airline canceled a flight and we did not know what to do and what we were supposed to do. Therefore, today I will tell you about what to do if your flight is canceled.

1. Who is to blame if the flight is canceled

You've probably heard that airlines are not always to blame for the cancellation of a flight and you shouldn't just run screaming to the chief manager of an airline at the airport. The first thing you should clarify is the reason for the flight cancellation.

The airline is to blame if the flight is canceled due to:

Schedule inconsistencies
If the crew did not have time to prepare or remove the plane
If at the check-in counter there are problems with boarding a passenger due to overbooking. Overbooking is when an airline sells more seats than it actually has on the plane, because statistics say that not all passengers come to their flight.
If this flight is not profitable for the airline
Other situations in which the carrier was unable to prove and explain about the circumstances that influenced the failure to fulfill his obligations.

The airline is not to blame for interfering:

Weather conditions and natural disasters (fires, snow drifts, floods)
Martial law and hostilities
Termination or restriction of the carriage of goods in certain directions;
Airline personnel strike or aircraft malfunction threatening the passenger.

Of all the options listed, I came across two - this is a staff strike and overbooking (I turned out to be exactly the extra passenger. The issue was resolved and I flew in business class)

2. What do you get if your flight is canceled a few days before departure

If the flight was canceled due to the fault of the airline, she should offer you several options:

Another flight. It can be a completely different route of the same airline or a flight of a different company. The destination cannot be changed.
Full refund of the air ticket. If you bought one connecting ticket, you can count on a refund for your entire itinerary. If you bought tickets in different segments, for example: Kiev - Prague and separately Prague - Vienna, and the first flight was canceled, only the amount for the Kiev-Prague flight will be refunded, and the second segment will have to be returned at the usual ticket cancellation rates and lose a considerable amount. If the second part of the Prague-Vienna flight was canceled and you were not provided with another flight, due to which the whole meaning of the trip is lost, the airline is obliged to return the money for the Prague-Vienna ticket and provide a free flight to Kiev. If you bought tickets in one segment, on a round-trip basis (both tickets on the same form), then you will be able to refund the full cost of air travel.

If the flight is canceled 14 days before departure, the ticket price cannot be refunded. If you were warned about the cancellation of the flight 13 days before departure, then there is a possibility of receiving compensation, and it depends on the duration of your flight.

If you were warned about the flight cancellation 7-13 days in advance and offered a new flight, and fate played a cruel joke with you and the new flight was also canceled, then you have the right to demand compensation depending on the duration of the flight and the duration of the delay. If the flight is delayed for more than 2 hours, then you should already go and receive your compensation from 125 euros and above.

3. Canceled flight at the airport

The flight can be canceled for any reason, as well as through the fault and without the fault of the air carrier. In this case, the airline employees must explain to you why the flight was canceled and if they are to blame for this, then it is possible to offer you a flight by another company (free of charge). If you are flying by a national company within the European Union, then you may require special benefits, depending on the situation:

If your flight is delayed up to 3 hours - no compensation is provided
If your flight is delayed for more than 3 hours and your flight is up to 1500 km away, then you are entitled to 250 euros in compensation
If the flight is delayed for more than 3 hours and your flight is over a distance of 1500 km to 3500 km, then you are entitled to 400 euros in compensation
If the flight is delayed for more than 3 hours and your flight is carried out within the European Union at a distance of 1500 km, then you are entitled to 400 euros of compensation
If the flight is delayed from 3 to 4 hours and your flight is over a distance of 3500 km, then you are entitled to 300 euros compensation
If the flight is delayed for more than 4 hours and your flight is over a distance of 3500 km, then you are entitled to 600 euros compensation
RETURNING THE COST OF THE FLIGHT is possible only if your flight is delayed for more than 5 hours

Let's consider the most common case: you came to check-in, and your flight was picked up and delayed. What to do if the flight is delayed?

If the flight is delayed from 2 to 4 hours, you have the right to:

Two phone calls or the ability to send 2 emails
Free non-alcoholic drinks
Free use of the mother and child room if the passenger is flying with a child under 7 years old.

If the flight is delayed for more than 4 hours, then you must be provided with hot meals. If the flight was delayed for a long time, then you must be fed every 6 hours during the day and every 8 hours at night.

If the flight was postponed for more than 8 hours during the day and more than 6 hours at night, then the air carrier is obliged to provide you with a hotel and a round-trip transfer at the expense of the airline. And know that by law you should not be accommodated in the same room with a stranger, and you have the right to demand a separate room.

4. How to get compensation for canceled or delayed flights

4.1. Where to complain if the flight was canceled

The proceedings will always take place in the country in which the flight was canceled. You can file a complaint at the airport. If there is no office of your airline at the airport, then a complaint can be written on the company's website, but to be honest, such complaints are not considered or are simply deleted, and we had experience with this. It is best to write a complaint and send it by registered mail to the airline's office (in this case, you must keep a copy and all related documents related to the flight - you will need this in court).

4.2. When to Complain

The faster the better! Each country has its own terms for considering such situations. In Russia, for example, you can submit your complaint within 6 months from the date of the cancellation or delay of the flight.

If the money is returned, then when?

The Airline does not have exact terms for the refund and each company acts according to its own rules and is ready to return the money within a reasonable time. When transferring a European flight, the amount must be returned within 7 days.

Let's summarize

If the flight is canceled or delayed, then it is in your interests to collect as much information about the flight delay (photo of the departure board, a mark on the air ticket about the delay or a written receipt), receipts for the cost of food and drinks, etc. this will assist in litigation with the company or in court.

Fly, travel and know your rights! I think it will be interesting for you to know where the suitcase goes after it has been handed over at the reception.

So the flight is canceled. Worst of all, if you found out about it at the airport, it is better - in advance, but in any case, you now have several options for further action. In most cases, the airline will send you to your destination on one of the following flights, with larger aircraft, if possible.

If there are several flights a day to your destination, from there you do not fly anywhere and there are no urgent matters there (for example, we are talking about returning to Moscow on weekends from a business trip in St. Petersburg), then this is the option you need to choose.

The ability to use an alternative route will come in handy if you have some important event, for example, a concert or conference, for which you will not be able to catch the next flight either. By the way, for this reason, it is always better to buy tickets with a margin of time in order to arrive at your destination at least one day before the event. Saving time (or money for an extra night in a hotel) can result in the fact that with a short trip, you will arrive at the destination airport and immediately fly back on the same plane.

If you are flying with a decent airline, then all options for further actions when canceling a flight will be offered to you and organized by its representative office. You can find representatives at the airline's office located at the airport, or at the check-in counter, or at the gates - in general, you can catch them somewhere. By the way, do not forget to ask about your luggage: you may need to collect it at the transit airport, or maybe it will be re-checked for another flight without being issued.

If you can't find anyone at all (which is extremely unlikely, but still), you will have to call the call center, and then demand compensation for communication costs.

Subsequently, you can receive monetary compensation for the very fact of the flight cancellation. In Europe, it is regulated by directive EU261 / 2004, according to which, for a distance of up to 1500 km, 200 euros are paid, for a distance of over 1500 km in Europe or 1500-3000 km in other directions - 400 euros, and in other cases - 600 euros. However, if the delay on the next flight or on an alternative route does not exceed 4 hours, then all amounts are divided in half.

In practice, this means that you can either return the money or buy a ticket from another airline for which you will be entitled to compensation, while you can also sue for compensation, for example, for a missed concert or for a non-refundable hotel reservation. However, you will have to prove all this in court, so stock up on nerves. “Reducing the price” is also an individual question in each case, there are no fixed amounts here.

What to do if your flight is canceled

What to do if the flight was canceled due to the fault of the airline

Air travel makes life easier and more comfortable for people. Instead of two days on the train, a person spends only a few hours on the road. People plan their vacations or business negotiations based on the exact flight schedule.

If the flight is delayed or canceled altogether, tourists are late for connecting flights, business trips are disrupted.

This happens a lot. Therefore, you need to know what to do when your flight is canceled and where to go for reimbursement of ticket costs.

Airlines do their best to prevent flight delays or cancellations without compelling reasons. Sometimes a person finds out about a canceled flight right at the airport. Then you need to contact a representative of the air carrier.

If the flight is canceled on the day of departure the company is obliged to explain the reason for the cancellation and, if possible, choose another flight.

In a situation where a passenger has checked in, but the flight is delayed from 2 to 4 hours, then you can take advantage of some benefits.

Plane tickets are much more expensive than other types of transport, so compensation for a failed flight is important here. If the flight was canceled 14 days or more in advance, and the passenger did nothing during this time, the ticket price is not refundable. If the carrier has notified the client 13 or less days before departure, the refund amount depends on the duration of the flight.

When the airline has announced the cancellation of the trip a few days before the flight, the passenger can choose one of two types of compensation.

fully receive the money spent on the ticket. In the case of a flight with transfers, only the company guilty of the flight cancellation will reimburse the cost;
the air carrier can send the tourist on another flight, not necessarily his own company. The main thing is that the final destination coincides.

A canceled or delayed flight is a major disruption to the entire airport. Therefore, any change in the flight schedule does not always happen through the fault of the airline, often it is influenced by a number of unfavorable factors.

errors in the schedule;
the inability to check-in and take on board all passengers due to overbooking, that is, more tickets were sold than the available seats on the plane;
employees did not have time to tidy up the aircraft before the next flight;
not all places have been bought out and this is financially unprofitable;
the carrier cannot voice compelling reasons for failure to fulfill its obligations to customers.

There are a number of circumstances in which the flight is not operated, but the company is not responsible for this. It is not the air carrier's fault if the flight is obstructed.

Travel companies are involved in the organization of charter flights. What to do if a Flight with Connections is canceled? The flight is possible when a sufficient number of tickets have been sold for the organizer to benefit from it. Charter flights are often delayed or even postponed indefinitely.

This happens because the charter flight is a non-priority flight in the flight schedule.

And if the plane has technical problems, then the tourists will have to sit and wait for them to be eliminated, the replacement of the vessel is not provided here.

When canceling a charter, all claims must be made only to the travel agencies that organized it. The agreement on the provision of travel agency services must specify the amount of compensation in case of transfer or cancellation of the flight.

Cancellation of a scheduled flight destroys both personal and business plans of the passenger. But knowing the algorithm of actions in such a situation, you can reduce problems to a minimum.

When an employee of the company called in advance and informed about the cancellation, the tourist can choose: take another flight or take compensation for the ticket.

If the news of the disruption of the flight has caught the air passenger already at the airport, then you need to ask the company employee at the check-in counter for the reason for the postponement or cancellation of the flight. The airline must explain. In case of confirmation of the carrier's fault, the tourist will be offered to take another flight or get money for the ticket back.

In case of a long delay in departure, the employee of the company must put a mark on the ticket that the flight is delayed. It will make it easier to get compensation in the future.

When people cannot fly out due to overbooking, the carrier is obliged to return the money to the “extra” passengers. Additional compensation is also possible, which depends on the flight range.

It is important to know that the deadline for filing a complaint for a flight disruption on domestic lines is 60 days, on international lines - 7 days. The claim can be sent by email.

keep the ticket and boarding pass with a note about the delay or cancellation of the flight;
checks for unforeseen expenses - taxi to the hotel or lunch;
take a picture of the line on the board at the airport with information about the cancellation or delay of the flight;
invite the neighbors on the flight to unite and jointly submit documents.

The traveler has the right to receive compensation for the cancellation of the flight only through the fault of the company. According to Russian law, a tourist can receive a refund of 25% of the minimum wage (minimum wage), but not more than half of the ticket price. In November 2018, the minimum wage is 11,163 rubles.

Not so long ago, Russia began to support the Montreal Convention, which helps passengers to resolve conflict situations with air carriers. Under this convention, a tourist can receive a refund for waiting or disrupting a flight at a special SDR rate. It is summed up at the rates of five major world currencies and today is 93 rubles. Based on this, the maximum compensation on an international flight is 4,694 SDR, which in terms of rubles exceeds 430 thousand rubles.

Reimbursement in this amount can only be obtained through a court.

The air carrier is given 60 days from the date of application for a refund for an unused ticket. Money may be credited to the account earlier, but this does not happen often.

Upon learning about the cancellation or delay of the flight, immediately contact the representative of the carrier. Due to the fact that airlines are trying to maintain their reputation, they are trying to deliver the tourist as soon as possible to the destination on another flight or negotiate a refund of the ticket price.

Canceled plane flight

Schedule inconsistencies
If the crew did not have time to prepare or remove the plane
If at the check-in counter there are problems with boarding a passenger due to overbooking. Overbooking is when an airline sells more seats than it actually has on the plane, because statistics say that not all passengers come to their flight.
If this flight is not profitable for the airline
Other situations in which the carrier was unable to prove and explain about the circumstances that influenced the failure to fulfill his obligations.

Weather conditions and natural disasters (fires, snow drifts, floods)
Martial law and hostilities
Termination or restriction of the carriage of goods in certain directions;
Airline personnel strike or aircraft malfunction threatening the passenger.

If you were warned about the cancellation of your flight 7-13 days in advance and offered a new flight, and fate played a cruel joke with you and the new flight was also canceled, then you have the right to demand compensation depending on the duration of the flight and the duration of the delay. If the flight is delayed for more than 2 hours, then you should already go and receive your compensation from 125 euros and above.

Flight Delay and Cancellation: Passenger Rights and Airline Responsibilities

On flights of foreign carriers Russian rules apply if it is explicitly written in the contract. If not, then the norms of the carrier's country and, possibly, the norms of international agreements signed by this country are applied (for example, Regulation EC No. 261/2004 on flights to the European Union).

or to cancel the flight and return the full cost of the unused part of the ticket: in case of cancellation and overbooking - in any case, in case of transfer - only after 5 hours of delay. If the flight is a connecting flight and the remaining flight has lost its meaning, then the money for all parts of the ticket will be refunded and delivered to the original airport of departure free of charge.

“According to the Montreal Convention, the airline compensates for the harm caused to the passenger as a result of flight delays, damage or loss of baggage. The amount of damage is calculated individually for each passenger. This can be, for example, taxi and hotel costs. For confirmation, the passenger encloses checks and receipts &

There is no single rule that all Asian airlines follow. Laws differ in different countries, besides, the rights of passengers in case of cancellation and delay of flights are usually vaguely stipulated in them, therefore, the rules are often set by the carriers themselves. To know what to expect, read your airline's policies carefully.

In China most airlines, including Air China and China Southern Airlines, will compensate 200 yuan for flight delays of 4-8 hours and 400 yuan for delays longer than 8 hours. The minority are airlines that only compensate for delays of more than 8 hours, which pay a maximum of 300 or 200 yuan, or even do not compensate in any way.

Traveling in Egypt aboard EgyptAir and the flight is canceled or delayed, the airline will, at your option, either board you on the next flight free of charge or refund the full ticket price. If the fare for a seat on the new flight is lower than the fare at which you originally bought the ticket, you will be refunded the difference.

Kingdom of Morocco in 2006 signed an agreement with the European Union under which all Moroccan airlines, including Royal Air Maroc and Air Arabia, are subject to Regulation 261/2004. This means that if your flight to Morocco is delayed or canceled, you can count on compensation under European laws.

If your SAA flight is canceled, you will be offered a free alternative flight or a full refund. If at first the flight was delayed and you managed to use the food and accommodation services at the hotel, if the flight is canceled, the airline will reimburse you for food, hotel and transport costs for the first 24 hours.

If you were forcibly removed from a South African Airways flight due to overbooking, you are eligible for a free ticket to the closest SAA flight to your destination, a meal voucher for more than 2-4 hours delay depending on the route, and a voucher for 1000-5000 South African rand (

$ 83-416) depending on the waiting time - they can pay for air tickets or other services of the leading South African airline. If the new flight leaves every other day, you also get free meals, two phone calls, fax or email, hotel accommodation and transfer between the hotel and the airport.

If the flight is canceled or delayed, you have the right to cancel the flight, return the ticket and get its full price back, even if it was purchased at a non-refundable rate. This is called a forced return. You are not entitled to compensation for delayed arrival.

“In practice, passengers issue a forced return when waiting for a flight for more than 2-3 hours. Everyone understands that in the event of an involuntary refund, they will have to spend their nerves, time and money to buy a new ticket and, possibly, incur other costs on the spot, and then collect it all from the airline through the courts. "

In Asia Refund conditions vary by airline, for example AirAsia will refund the ticket if the flight is canceled or delayed for more than 3 hours. In India, if the airline canceled the flight and did not offer a replacement, it is obliged to refund the full ticket price and compensate 400% of the base fare and one way fuel surcharge, up to a maximum of Rs 20,000.

In Russia, get a stamp on your boarding pass or itinerary receipt for a canceled or delayed flight. This can be done at the airline representative or at the information desk at the airport of departure or arrival. In America, such a stamp is not needed, in Europe - only in case of denied boarding during overbooking;

If there is no representative office of your airline at the airport or its employees are not present (for example, everything happens at night), you can also send a claim through the official website of the carrier. Just be prepared for the fact that emails and requests through web forms can be ignored. Duplicate your request by calling the airline.

If there were two tickets, that is, you paid for the flights Moscow-London and London-Edinburgh separately, then only the amount for the canceled sector will be refunded. In this case, the ticket from London to Edinburgh will have to be returned according to the usual fare rules. Read what to do then and how to get your money back.

If a connecting flight was purchased with one ticket and the cancellation affected the second part of the trip, you must be provided with alternative flight options. If the airline did not do this, and the trip became meaningless, the carrier is obliged not only to refund the money for the ticket to Edinburgh, but also to provide you with a free return to Moscow.

Even if you bought tickets from a travel agency, a claim must be filed with the airline that was supposed to operate the flight. The agency through which you bought tickets can help with this: it happens that intermediaries take on the solution of passengers' problems and deal with the carriers themselves. For some agents, flight cancellation and flight delay insurance can be included in the ticket price.

Russian law does not establish exact terms for refunding funds in case of forced flight cancellation or payment of compensation and fine for significant flight delays. Therefore, each airline operates within its own concept of a reasonable period.

We recommend that you immediately show persistence in negotiations with the airline - most of these disputes are resolved out of court. A lawsuit against the airline should be filed only if you have exhausted attempts to resolve everything amicably and there are unrecoverable differences between you. Defending your interests in court is not easy.

Do not be greedy and do not try to benefit from an unfortunate set of circumstances: this can turn against you. For example, if, due to a flight transfer, you lived in a suite and dined on lobsters, you will have to prove the necessity of these expenses in court, which is unlikely to be possible. If behaved correctly, airlines often reciprocate.

The terms and volume of services are generally set by the contract of carriage, and representatives of the airline are responsible for their reasonable interpretation on the spot. Usually this is food (not necessarily hot) after a 4 hour delay and the hotel and transportation to it if you had to stay at the airport overnight. Airlines usually do not provide a hotel when departing from the city where you live.

When buying a ticket from an American airline, you conclude a Contract of carriage, which clearly states what rights you have if the flight is canceled or delayed. The contract cannot run counter to consumer protection norms, so the basic rights (for example, to return money for the unused portion of the ticket) are the same in all American airlines.

The basic rules in Asia and Africa are similar to those described above: if a flight is canceled or severely delayed, you will almost always be offered a refund for your ticket or on another flight at no additional cost. When they will be fed, whether they will provide a hotel and whether they will pay compensation depends on the country and even on the particular airline.

In Russia, you are required to put a stamp on the cancellation or delay of departure on the itinerary receipt or boarding pass. It is worth asking for it from an airline employee or at the information desk at the airport of departure or arrival. In Europe, you don't need this stamp for canceled or delayed flights, but don't forget to get it if you're denied boarding due to overbooking.

Dear Ivan Petrov! Your flight with booking code MYE6KC has been canceled. We have booked for you another flight Moscow-Barnaul, number 6E 495, September 21 16:40 - 20:40. We ask you to follow the link to accept the proposed flight, choose an alternative one, or cancel the flight and get your money back. Thanks!

Click on the link in the letter or enter the PNR booking code in the “View / Change my booking” field on the airline’s website and you will see all the flights that are offered to you for replacement. Sometimes airlines ask to call the call center, where the operator will tell you the same. You may be offered a flight with connections, to other dates and even to other cities, but in any case - without additional payment.

If the flight is canceled while you are already at the airport, contact the airline office. They will offer a replacement flight (possibly with another airline) as well as airport service. If the new flights do not suit you, you have the right to return the ticket and get its full price back. If you are not offered another flight, ask directly about this opportunity.

If your flight is delayed when you are already at the airport, contact the airline office. If the delay is long, the airline may offer alternative flight options, in some cases with a surcharge. You can also issue a forced return: in Europe - if the delay is more than 5 hours, in Russia and the USA the minimum duration of the delay has not been set.

If the flight is delayed for more than 2 hours The airline must provide free drinks, two phone calls, or two e-mails. If you are traveling with children under the age of seven, you must also be offered a mother and child room.

In America, there is no law obliging an airline to provide passengers whose flight is canceled or delayed with food and a hotel. Despite this, most airlines serve passengers. Usually, after 4 hours of delay, they offer food, and if you had to wait for your departure at night, then they provide a hotel and transport to and from it for free. What exactly you can count on is written in the contract of carriage.

The main condition for the payment of compensation is that the flight must be canceled or delayed due to circumstances for which the airline is responsible. For example, due to technical reasons, absence of an aircraft, crew, schedule changes not related to force majeure circumstances.

The influence of force majeure circumstances (for example, bad weather or a strike) must be proven by the airline. In this case, the airline does not have to pay compensation, but is obliged to carry out transportation and service at the airport, or return the full cost of the ticket if the passenger refuses to carry it.

The amount in compensation for losses under paragraph 2 of Article 13 of the Law of the Russian Federation "On Protection of Consumer Rights". For example, if you lost a pre-paid tour or tickets for a concert, if the carrier changed the airport of arrival and you had to get to the place by taxi, just do not forget to keep the supporting documents.
In some cases, refunds are given for a burnt-out connecting ticket and the purchase of a new one.

“In fact, overbooking for a passenger who does not fly because of him is a change in the current carriage agreement with new conditions, which, as a rule, provide for compensation for the passenger: for example, a new business class ticket, a free hotel, transfer or additional monetary compensation ... Quite often, some of the passengers are ready to take advantage of this. "

In the case of overbooking, the European airline should look for volunteers who agree to fly another flight or receive a refund of the full ticket price. What to offer volunteers as compensation for inconveniences, the carrier decides at its discretion.

If there are no volunteers, the airline can deny boarding to any passenger of its choice. In this case, the passenger must be compensated 250 € for flights up to 1,500 km, 400 € for flights within the EU over 1,500 km and for all flights from 1,500 to 3,500 km, 600 € for all others.

In America, if more tickets are sold on a flight and more passengers come to boarding than seats on the plane, then the airline first looks for volunteers who are ready to fly on another flight, offering them compensation at their discretion. This could be, for example, free food and a hotel while waiting for the proposed replacement, plus a $ 500 voucher that can be used to pay for future travel tickets.

If there are no volunteers, the airline can deny boarding to any passenger of its choice. In most cases, such passengers are transferred to other flights, and are also required by law to pay compensation in the amount of up to $ 1,350, depending on the delay in the destination airport.

There is no single rule that all Asian airlines follow. Laws differ from country to country, and passengers' rights in the event of canceled and delayed flights are usually

We all experience flight cancellations or delays from time to time. A particularly difficult situation arises when parents fly with children. How to behave in such cases and what should be done first of all? Olga Ryabykh, a lawyer of the national legal service AMULEX, tells more about the legislative nuances, rules of transportation and the rights of passengers in Russia, the EU and the United States.

So, the flight has been canceled or delayed. First of all, it is necessary to quickly establish who is to blame for the current situation. To do this, the passenger must contact the air carrier for clarification.

Airline liability

Departures from Russian airports are governed by the legislation of the Russian Federation, which does not depend on the airline you used. According to the norms of the civil legislation of the Russian Federation (Articles 794 and 795 of the Civil Code of the Russian Federation), the air carrier will not be liable to the passenger mi in the following cases:

Natural disasters (earthquakes, floods, fires, etc.). Moreover, this rule applies to natural phenomena both at the point of departure and at the point of arrival.
Hostilities.
Strikes.
Declaration of quarantine at the state level or the introduction of restrictions on traffic in certain directions.
The delay or cancellation of the flight is related to the elimination of a vehicle malfunction that could threaten the life and health of passengers.

In all other cases the fault lies with the airline... Here are some examples:

Inconsistencies in the schedule.
Unavailability of the crew or aircraft for the flight.
Refusal to board a passenger on a flight due to "overbooking" (such situations when more tickets are sold than seats on the plane, with the expectation that some of the passengers will not show up for the flight).
Other situations in which the carrier failed to prove the influence of force majeure circumstances on non-fulfillment of the terms of the contract with the passenger.

Depending on when the transfer or cancellation of the flight occurred, the passenger must choose for himself the order of actions in such a situation.

First and foremost, the airline must offer you an alternative flight along with the flight cancellation message, which can be operated by both your original carrier and a third-party carrier, and the dates of the flights may differ from the date of your flight or include a connection.

In addition to an alternative flight, the airline may offer you a full refund of the ticket price due to an involuntary cancellation. Such rules are established by clause 227 of the order of the Ministry of Transport of the Russian Federation dated June 28, 2007 No. 82 "On Approval of Federal Aviation Rules" General Rules for Air Carriage of Passengers, Baggage, Cargo and Requirements for Serving Passengers, Shippers, Consignees "(hereinafter referred to as" Federal aviation regulations ").

Remember: if you have purchased one connecting ticket, you can expect to receive a refund for the entire route. If there were two tickets, and only the first flight was canceled / replaced, only the amount for the canceled flight will be refunded. The ticket for the second flight will have to be returned according to the fare. If the cancellation or replacement affected the second part of the flight, and the airline did not provide alternative options, the carrier is obliged to refund you the money for the specified ticket and provide a free return to Russia.

With regard to round-trip tickets, their full price can be refunded in case of flight cancellation / replacement only if they were purchased at the same time (both tickets on the same form).

You can also demand a refund for a ticket in cases when the alternative flight option offered by the air carrier did not suit you.

You found out about the cancellation / delay of your flight already at the airport

This situation is uncomfortable for all passengers, but especially for parents with children. The first thing to do in this case is not to panic and contact the airline's employees to clarify:

why and how much your flight will be delayed (clauses 73-74 of the Federal Aviation Rules);
is it possible to provide you with an alternative flight.

It is also necessary to obtain from the representative of the air carrier a document-certificate or a mark on your ticket about the canceled / delayed flight (clause 228 of the Federal Aviation Rules).

If you agree to wait for the next flight, you will be able to take advantage of all the benefits that passengers have in case of a flight delay (Article 99 of the Federal Aviation Regulations). The passenger can apply for all the services listed below without charging a fee.

If the wait takes more than 2 hours you can count on:

Room for mother and child, which is provided for one passenger with a child not older than 7 years.
Two phone calls or two e-mails while waiting for your flight.
Cool drinks.

If the wait takes more than 4 hours You are entitled to a hot meal every 6 hours during the day and every 8 hours at night.

If the wait takes more than 8 hours during the day and more than 6 hours at night, you are entitled to:

Free hotel accommodation.
Transfer from the airport to the hotel and back in cases where the hotel is provided at no additional cost.
Free luggage storage.

Delay of Aeroflot flights on December 1-2: analyzing the situation

On December 1-2, 2017, Aeroflot delayed 40 flights from Moscow due to the lack of permission from Sheremetyevo airport to start engines. Flights were delayed for more than 2 hours, all passengers were not just at the airport, but on board. As noted in the company itself, everything was already ready for departure, the crew commanders were waiting for permission from Sheremetyevo to tow from a parking lot, start engines, etc. As explained in the Aeroflot company: permission to launch could be given at any minute, so the passengers were not dropped off.

It is known that passengers had the opportunity to leave the board, but in this case the passenger would lose the flight, since the plane could leave at any time. The company adds that passengers of the remaining delayed flights who were awaiting departure at the terminal were served in accordance with aviation rules, they were provided with vouchers for drinks and meals.

In such a situation, it is recommended not to take a wait-and-see attitude, but feel free to contact the airline's counter for information about the reasons, possible timing of the delay in your departure and the procedure for your further actions. Important to remember: the aircraft crew cannot keep passengers on board at the airport (point along the route of transportation), if the passenger wishes to leave the board and not continue the trip.

Passengers leaving the aircraft must declare their cancellation of carriage. In this case, a refusal due to a violation of obligations by the carrier - cancellation or delay of a flight - will be considered forced (clause 227 of the Federal Aviation Rules). The passenger can also exercise the right to involuntary refusal of carriage on board the aircraft if the flight delay became known only there. In the event of an involuntary refusal, the passenger will be refunded the carriage charge paid for the air carriage (part 2, article 108 of the Air Code of the Russian Federation).

Compensation for delayed flights to the Russian Federation

In case of flight cancellation / delay, you have the right to claim compensation if the Russian airline cannot prove that it was not involved in this event.

In accordance with the law of the Russian Federation of 07.02.1992 No. 2300-1 "On Protection of Consumer Rights" (clause 5 of Art. 28), if the airline is guilty of canceling / delaying a flight, you have the right to demand payment of 3% of the air ticket price for each hour, and according to the Air Code of the Russian Federation (Article 120 of the VK RF) - 25% of the minimum wage for each hour of deferral, but not more than 50% of the ticket price.

In addition, according to the same law "On the Protection of Consumer Rights" (clause 2 of Art. 13, Art. 15), in the event of the air carrier's fault in canceling / delaying the flight, you will be able to claim compensation for losses and compensation for moral damage, if in connection with the cancellation / delay of the flight, you were forced to incur additional costs or your child suffered physical and mental suffering.

The actions of carriers and passengers in the event of a delay or cancellation of a flight in the European Union are determined by EU Regulation 261/2004 (Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004).

The algorithm of actions of the carrier and passengers in case of delay or cancellation of flights in the European Union is practically the same as in Russia. The first step is to contact the airline representative to obtain information about the possibility of providing an alternative flight and get a mark on the ticket that the flight was delayed or canceled.

Compensation rules apply to all carriers flying over the territory of the European Union or from EU airports in any other direction. In addition, airlines registered in the EU are also obliged to provide compensation in case of transportation to the EU from any other country. Passengers are entitled to receive compensation regardless of whether they are EU citizens or not. You can count on compensation if the flight was canceled less than two weeks before departure.

When "overbooking" in the EU countries, the airline is obliged to offer all "extra" passengers to voluntarily abandon the flight. All those who refused will receive a refund for the ticket and will be offered compensation in the amount of 250 to 600 euros, taking into account the distance of the flight. In addition, if there are no volunteers, you can be removed from the flight - with a full refund of the ticket price and with all compensations.

While waiting for your flight, you will also be eligible to receive free services from the airline:

Food and drinks
Hotel accommodation (if you need to stay)
Transfer between the airport and the place of residence
Two phone calls, faxes or e-mails

In the United States, the law provides for a refund for a ticket and / or compensation when a passenger is not on a flight due to "overbooking". In America, each airline has its own rules, and the law does not oblige carriers to provide passengers on delayed or canceled flights with food, drinks or phone calls. Also, the law does not provide for a refund for long delays or cancellations, but in most cases the airline will offer to change the ticket for its next flight or another company's flight. But if the new ticket turns out to be more expensive, the difference in price will have to be covered at your own expense.

What will the Montreal Convention change?

This summer, Russia joined the Montreal Convention for the Unification of the Rules of International Air Carriage (the corresponding document was published on the official Internet portal of legal information). Thus, payments for flight delays have grown almost 15 times - up to 344 thousand rubles from 1,950 rubles per waiting hour. The convention applies only to international scheduled and charter flights.

The convention expands the limits and extent of the carrier's liability: compensations to passengers or their relatives are tied to an artificial means of payment - drawing rights (SDRs), which are calculated on the basis of several world currencies (Japanese yen, euro, dollar and pound sterling). Thus, according to the Montreal Convention, the passenger is entitled to compensation up to 4150 SDR, or 344 thousand rubles, instead of the previous 25% of the minimum wage for each hour of delay, but not more than 50% of the ticket price.

The changes also affected the transportation of baggage. Now, in the event of destruction, damage or delay, compensation will be limited to 1000 SDR (about 83 thousand rubles). For comparison: earlier the amount of compensation was determined by Art. 119 of the Air Code of the Russian Federation and could not exceed 600 rubles per 1 kg of luggage and 11 thousand rubles for hand luggage in cases where the cost cannot be accurately established.

Payments also increased in the event of the death of a passenger - up to 100 thousand SDRs, which is about 8.3 million rubles, previously the norm was regulated by clause 12 of Art. 117 of the Air Code, and the maximum amount was 2 million rubles. In addition, passengers were given the opportunity to choose the place of filing a claim against the carrier - now this can be done at the place of residence of the passenger.

However, now, as mentioned above, according to EU regulation 261/2004, the carrier pays the passenger an amount from 250 to 600 euros for the delay, depending on the distance of the flight. The Montreal Convention does not oblige airlines to voluntarily pay any amount for every flight delay. In Russia, these rules of the European Union do not apply to this day. And even after the ratification of the Montreal Convention, in order to receive payment, the passenger will have to go to court to prove the amount of the losses incurred and recover them from the carrier.

How to get a refund for a ticket

If the airline, during the flight delay, ignored your right to a refund of the money paid for the ticket, did not offer an alternative flight and / or did not provide any explanations, then you can collect documents and resolve the dispute out of court: in Russia - within 6 months from the date flight cancellation / delay in accordance with the Air Code of the Russian Federation (Art. 126 VK RF), and in European countries - from 2 to 6 years (depending on the rules of transportation).

To resolve a dispute with the airline in a pre-trial procedure, the air carrier will need to submit a claim, attaching documents confirming the circumstances indicated in it: a ticket with a note about the cancellation or delay of the flight or an airline certificate, boarding pass, receipts and receipts for meals and accommodation while waiting, letters and invitations, other documents confirming expenses for you and your child or moral harm caused to you and your child.

The claim with a copy of the documents can be handed over to the representative of the airline in person or sent to the airline's address by a registered letter with notification.

The carrier has 30 days to consider your claim and give an answer (Article 128 of the VK RF). During this time, the money paid for the tickets must be returned to you and the amounts of compensation due must be listed.

In the EU countries, the money for the ticket will be credited to your account within 7 days, as required by the EU regulation No. 261/2004 Regulation (EC) No. 261/2004 of the European Parliament and of the Council of 11 February 2004.

Memo for parents when flying with children

When going on a trip with your child, always take the documents for the child with you, even if you do not need to issue a separate ticket for him. Think in advance about the things you need to do in case of flight cancellation / replacement.
Get clarification from the airline representatives about the reasons for the cancellation / delay of the flight, put a mark on the ticket or get a corresponding certificate.
Get further instructions on where and how to wait for your next flight.
Depending on the waiting time for the next flight, ask for free meals, hotel accommodation, and other services (in the Russian Federation and the EU). If your flight is delayed in the United States, you can find out on the airline's website what additional services are available for passengers waiting for the flight.
Inform the airline staff that you are expecting a flight with a child, remind you of your rights as passengers with children.
Collect all receipts and receipts for food and accommodation during your forced wait so that you can later prove the damage and moral harm caused to you.
Don't be afraid to defend your rights. In case of violation of your rights, file a claim with the air carrier, and in case of refusal to resolve the dispute out of court, go to court.

These are the general rules of behavior for parents with children when canceling or delaying a flight, the observance of which will give a fairly serious guarantee that the trip will pass without incidents.

Recently, cases of flight cancellations have become more frequent. And whether it is the cancellation due to the fault of the airline, the airport or natural disasters, it is in any case unpleasant and may entail a delay for a connecting flight and unnecessary spending, which naturally no one wants. So what if your flight is canceled?

Flight cancellation

The cancellation of the flight may not necessarily be the fault of the carrier and it is important, in order to receive compensation, to know which reasons for the delay are the fault of the airline and which are not.

The airline is guilty of cancellation if:

the airline cannot provide evidence as to why the flight did not depart;
the flight is unprofitable for the airline;
there are inconsistencies in the schedule;
passengers were not registered due to overbooking (when more tickets are sold for the flight than there are seats on the plane).

In all these cases, the airline is to blame and you have the right to claim compensation from it.

Let us now consider 2 special cases of flight cancellation:

Cancellation of a flight a few days before departure. In this case, the passenger turns to the official representative of the airline and there he must be provided with an alternative flight option or the money spent on the purchase of the ticket must be returned.
Cancellation of the flight on the day of departure. In this case, the carrier must rebook you to another flight free of charge if the cancellation was due to his fault. If the fault lies not with the carrier, it will be possible to reissue the ticket, but with an additional payment from your own funds.

Based on the Russian legislation, then for every hour of waiting for reissued the flight the airline must pay compensation in the amount of 3% of the price of your ticket and 25% of the minimum wage. Also, you should know that the amount of the fine cannot be more than half of the ticket price, no matter how long you wait.
A transfer or transit passenger who has bought a transfer ticket is entitled to receive compensation both for an individual flight and for the entire flight segment.
IMPORTANT ! If the ticket was purchased through a travel agency, then it must pay compensation. This often happens on charter flights.

If you want to return the money, then first of all you need to write a claim and attach the following documents to it.

copies of tickets
copies of boarding pass documents if you registered and you have them
copies of hotel reservation

About Russian legislation, the carrier is obliged to return the money for the canceled flight within 30 days. If the money was not returned within this period, you have the right to sue.
Remember that the cancellation of a flight is not always the airline's fault, no one is insured against force majeure circumstances, but remember that if the carrier violates the rights of a passenger, you can always go to court. Have a nice flight!

Cancellation of flights to airplanes can only cause negative results. But an experienced tourist knows how to benefit from this event and find a lot of advantages. The main thing is not to despair. In order to save your nerves and not incur losses, but to receive a refund, it is important to know what to do if the flight on the plane is canceled, the rights of passengers and the obligations of the carrier. After all, this may not be the last case.

This situation happens quite often. Therefore, airlines have a clear mechanism of action to avoid conflicts with passengers and fines, legal payments for material and moral damages.

Refund money or wait

Airlines are commercial entities with an interest in customers. The third party to the air transportation business in Russia is the state, and in Europe it is the legislation that controls and regulates the quality of the services provided. Therefore, airlines are interested in passengers receiving positive emotions from travel and there were no reasons to go to the courts.

In any dispute, the law is on the side of the consumer of services, and the plane ticket is a contract between the company and the client. According to it, the air carrier is obliged to transport a passenger from one airport to another on a schedule. In case of violation of contractual obligations, it is natural for the injured party to return the money for the ticket and receive compensation for the damage caused. Especially if the flight was canceled just before departure.

Long wait for flight

In such a situation, it is enough to contact the representatives of the airline and get qualified assistance and help:

full information about the reasons why the flight is delayed or canceled;
possible options for further actions - waiting for the next plane, refunds for tickets, payment of compensation;
data on what privileges he can use while waiting for his flight;
a mark in the travel document about the delay, cancellation, reissuance of the flight;
refund of funds for the air ticket.

If the airline's employees ignored the fulfillment of the carrier's obligations, the client needs to take care of himself on his own, in order to later resolve the issues of financial and moral damage, through the central office of the company providing air services, or in court.

Check with the airline about the arrival of the flight

Passenger rights

It is useful for people who decide to continue their journey and are waiting for departure to know what to do if a flight is canceled or delayed and what free services the airline should provide to passengers before boarding the plane:

if the departure time has changed by 2-4 hours, the passenger must have refreshing, tonic drinks, 2 phone calls or be given the opportunity to send a message;
travelers with children under 7 years old are accommodated in a mother and child room;
if the delay exceeds 4 hours, the airline is obliged to feed the passengers;
in cases where the departure is postponed for more than 8 hours during the day or 6 hours at night, the client must be taken to the hotel, ensure his accommodation and delivery to the airport by the time of check-in.

Passengers with children under 7 years old are provided with a mother and child room

These rules are binding on Russian, European and Turkish airlines.

American features

In the United States, there are no legal obligations to airlines. American carriers, in the event of non-standard situations, act according to internal rules.

Important! In order not to become a hostage of the situation, you need to get an air ticket with a stamp on the cancellation or transfer of the flight by American airlines. On the basis of this document, the passenger takes further actions.

Correct actions when canceling a flight

Air travel can be canceled long before departure, then airlines offer passengers two options:

Alternative flight to final destination. The flight can be operated by the same carrier or by a third-party company. At the same time, the quality of services must not be lower than that stated in the ticket.
Reimburse the full cost of the ticket. There are various options, depending on the method of purchasing tickets. When buying a single ticket with all transfers, the client is refunded the full cost of the flight. In cases where tickets were purchased from different companies, the money is refunded for the canceled flight. For example, a flight is canceled by Aeroflot, and a passenger has a Turkish Airlines transfer to New York on a separate ticket. The domestic carrier refunds the cost of the ticket to the client, and the rest will have to be returned according to standard rules or try to buy new tickets with a connection.

No need to wait for a convenient flight to leave

It is important to know what to do when canceling a flight on an airplane and the rules for returning an air ticket so as not to lose money. You can find out information on the website of the company where the travel documents were purchased, on tickets, in the instructions of the carrier.

Rules and procedures must be in accordance with the directives of the Ministry of Transport and the Air Code. They are simple, but few passengers enjoy their rights:

The client can always cancel the flight 24 hours before departure. It is important to take into account that some air carriers, like Pobeda and other low-cost airlines, have preferential terms for tickets;
In case of cancellation in less than 24 hours, the passenger does not receive the full amount back. A fee is deducted from the ticket price. It cannot exceed 25% of the cost of the travel document.

The main rule is to keep the travel document until the end of the trip.

The next recommendation from experienced travelers would be a wish to the traveler - to understand the situation and take steps to resolve the situation. If the passenger does not do this, no one will worry about it. It is beneficial for airlines when customers are satisfied, but the staff will not show initiative, because the procedure is spelled out in the regulations and instructions. Deviation from the standards entails penalties for the negligent employee. Aviation rules say that the direct seller is responsible for refunding the ticket if the client refuses to travel. In other cases, it is necessary to contact the representatives of the carrier.

Airlines are financially responsible for deliveries to passengers, except in emergencies. These include:

Natural disasters, worsening weather conditions;
Technical issues;
Introduction of restrictions on transportation at the state level;
Strikes.

All other situations are considered the fault of the carrier. In each case, representatives of the airline provide passengers with a full report indicating the reason that led to non-fulfillment of obligations. It is important to bring the airline to clean water and deduct from it all unforeseen costs incurred by the tourist as a result of the cancellation or transfer of the flight.

Important! To receive a detailed response in writing, you must file a claim and send it to the airline's legal address with a receipt notification.

For example, it is quite difficult to answer the question under what weather and wind speed flights are canceled, because many natural factors affect the plane. It is difficult for a passenger to independently determine whether or not they relate to force majeure circumstances. On average, for modern airliners, the maximum wind speed is 17 m / s. But it is problematic to say exactly at what wind the flights are canceled, because the calculations take into account its direction, gustiness and other meteorological conditions.

The airline is obliged to provide the client with the reasons for refusing to perform the flight at the appointed time.

Bad weather conditions

Payouts

If the carrier could not prove his innocence, this means that the flight was canceled due to the fault of the airline, compensation must be paid:

in Russia - 3% of the price of a travel document, plus 25% of the minimum wage for each hour of delay;
in the EU from 125 to 600 euros.

Mostly such delicate issues are resolved out of court in the EU countries in a maximum of 7 days, and in the Russian Federation, clients have to be patient for a couple of months. Passengers of Russian airlines have up to 6 months to file claims. In Europe, cases 2-6 years ago are accepted for consideration. This period depends on the applicable carriage regulations in a particular country.

On international flights, payment issues are governed by the Montreal Convention. More than 120 countries are participating in it. Russia has joined them since 2018. Therefore, if the flight is international, then it does not matter if Alitalia, Luft Hansa, UTair or another reputable airline operates the flight, the payment for damage to a passenger can be estimated at about 6,000 euros. Applications are accepted no later than 2 years from the date of the incident.

Note! In case of problems with air carriers, a traveler must document the costs associated with a postponed or canceled flight.

Distinctive features of charter flights

When canceling or changing the date, time of departure of the charter, the passenger must contact the direct seller of the flight. This could be a travel agency or other company that provides services for the delivery of passengers to their destination. The order of actions in the event of force majeure is spelled out in the contract for the provision of services that the client must be guided by.

If changes in the charter schedule occur immediately before departure, then it is imperative to check the boarding pass. This must be done by a representative of the airline carrying out the transportation. Thus, the passenger is entitled to all compensation and services that the air carrier provides in accordance with the current legislation.

In modern conditions, a person should know the rights and responsibilities, even as a passenger. Otherwise, airlines use the slightest chance to benefit from transportation. Therefore, a tourist, before buying a ticket at a bargain price, is advised to study in detail the conditions for the provision of services along with the rights and obligations of the passenger and the carrier.