Compensation for flight delays and cancellations

A delayed or cancelled flight isn't always just lost time. Depending on where you departed from and which airline carried you, you may be entitled to cash compensation as well as mandatory care from the carrier. The key is knowing which law applies to your flight, and on what conditions you actually get paid.

In short

If your flight departed from the EU or was operated by an EU airline, EC261 applies: a delay of 3 hours or more, or a cancellation through the carrier's fault, entitles you to fixed compensation based on distance. Under Russian air law, you're due a small penalty per hour of delay plus mandatory passenger care. In force-majeure cases (weather, airspace closures) no cash compensation is paid, but care still applies. Keep your boarding passes and any certificates — we'll help you file a claim from My bookings.

01 / Which lawWhich law applies to your flight

Your right to compensation depends not on your nationality but on the route and the carrier. First work out which regime your flight falls under — that determines both the conditions and the amounts.

Situation	Applicable regime
Departure from an EU airport (any airline)	EC261
Arrival in the EU on an EU airline	EC261
Domestic flight within Russia	Russian Air Code
Russian-airline flight outside the EU zone	Russian Air Code / carrier's own rules

Regimes can overlapA single ticket can sometimes fall under both EC261 and national rules — on a connection, for instance. In borderline cases, go with the regime that grants more rights, and confirm what applies with our support team: 8 800 1000-646.

02 / EC261Compensation under EC261: how it works

EC261 provides a fixed compensation that grows with the distance of the route. It applies when arrival is delayed by three hours or more, or when a flight is cancelled and the cause lies with the carrier. The exact amounts depend on distance and change over time, so below we give the principle only — not guaranteed figures.

Short routes (roughly up to 1,500 km) — the lowest fixed band.
Medium routes (within the EU over 1,500 km, plus many international flights) — the middle band.
Long routes (over ~3,500 km outside the EU) — the highest band, sometimes reduced for a moderate delay.

Force majeure cancels the payoutIf the delay or cancellation is caused by extraordinary circumstances — bad weather, air-traffic-control strikes, airspace closures — cash compensation is not paid. The carrier's duty to provide care (meals, communication, a hotel if needed), however, still applies in every case.

03 / Russian lawCompensation under the Russian Air Code

Russian rules work differently: instead of a large fixed sum, they set a small penalty for each hour of delay caused by the carrier. Far more useful in practice is the guaranteed passenger care, which the airline must provide regardless of why the flight is delayed.

Waiting time	What the carrier must provide
From 2 hours	Cold drinks, communication (calls and messages)
From 4 hours	A hot meal, then repeated at set intervals
From 6–8 hours (at night / during the day)	Hotel accommodation and transfer

Ask for care right awayDon't wait — approach the airline's representative or the airport desk as soon as the delay passes two hours. If care wasn't provided, keep your receipts for meals and the hotel: you can claim those costs back. If in doubt, message us at @sales_travel_bot.

04 / How to claimHow to file a compensation claim

Document the disruption

Photograph the departures board, keep your boarding pass, and get a stamp or certificate from the carrier confirming the delay or cancellation and its cause.

Identify the applicable regime

From the route and carrier, work out whether EC261 or the Russian Air Code applies. This decides the form of the claim and who to send it to.

Send the claim to the carrier

The compensation is paid by the airline itself. Attach the ticket, boarding passes and the certificate of cause. We'll help you assemble the package — just open your booking under My bookings.

Wait for a reply, and escalate if refused

If the carrier refuses without good reason, the case can be escalated to the relevant regulator. Our support team will advise on the next steps.

Filing deadlines applyEach regime has its own claim deadline, and it can be short. Don't put it off: the sooner you gather the documents, the better your chances of a payout. Always confirm exactly what applies to your case with the carrier or with us.

05 / FAQFrequently asked questions

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