What to do if your flight is delayed

A delay isn’t just waiting: from the first hours the airline must take care of you, and for a long delay through its fault from an EU airport you’re owed cash compensation of up to € 600. The key is to know your rights and keep every receipt.

In short

After 2 hours of waiting, ask for drinks, food and communication; on an overnight delay — a hotel and transfer. Under EC 261, a delay over 3 hours through the airline’s fault means € 250—600 compensation by distance. From a 5-hour delay you may choose a refund instead of flying. Keep boarding passes and receipts; we’ll rebook you via 8 800 1000-646.

01 / RightsEC 261 vs the Russian Air Code

Which rules apply depends on departure. Flights from an EU airport (any airline) and EU-carrier flights to Europe fall under EC 261 with cash compensation. Within Russia and on departures from Russia the Russian Air Code applies: it guarantees passenger care but provides no fixed large payout like the EU one.

The right to care always appliesMeals, drinks, communication and, if needed, a hotel are due regardless of the cause of the delay — even in weather or force majeure. EC 261 cash compensation, by contrast, depends on the carrier’s fault.

02 / CareWhat you must be given at the airport

Care thresholds under Russian rules are counted from the scheduled departure time. In the EU thresholds are similar and depend on flight distance. Use this as a guide:

Delay	What you get
from 2 hours	Cold drinks, two calls / e-mails
from 4 hours	A hot meal; then every 6 h by day
from 6—8 hours (night)	Hotel and transfer both ways
With children under 7	Mother-and-child room from the first hours

Ask for vouchers at the deskCare isn’t always offered automatically — go to the airline desk and ask for meal and hotel vouchers. If there are none, pay reasonable costs yourself and keep the receipts for reimbursement.

03 / CompensationCash compensation under EC 261

If an EU flight is delayed by more than 3 hours on arrival and it is the airline’s fault (not weather, ATC strikes or other extraordinary circumstances), a fixed payout by route distance is due — on top of your ticket.

Distance	Condition	Compensation
up to 1500 km	delay > 3 h	€ 250
1500—3500 km	delay > 3 h	€ 400
over 3500 km	delay > 3 h	€ 600
Any	Extraordinary circumstances	Not due

Compensation and care are different thingsEven if cash compensation is refused due to weather, the right to meals, communication and a hotel remains. Don’t confuse them: care is due almost always, the fixed payout only when the carrier is at fault.

04 / Refund or re-routeRefund, re-route and connections

Delay from 5 hours. You may decline the flight and receive a full refund for the unused part — even on a non-refundable fare.
Re-route on another flight. Instead of a refund, the airline must offer the earliest alternative to the same destination, including on another carrier’s flight.
Missed connection on a single ticket. If you miss the next leg of one ticket, the airline rebooks you for free. On separate tickets it’s your risk, so book a single itinerary.

05 / What to doStep by step

Document the delay

Photograph the board with the new time and keep your boarding pass. This is your proof for compensation.

FlightEK 132 · SVO → DXB

StatusDelayed 04:20

Report delay →

Request care at the desk

After 2 hours — drinks and communication, after 4 — a hot meal, at night — a hotel. Take vouchers or keep receipts.

Decide: wait, re-route or refund

From 5 hours you can get a refund. Call 8 800 1000-646 — we’ll find the nearest flight and process the refund.

Claim EC 261 compensation

For EU flights delayed over 3 hours through the carrier’s fault we’ll help draft and file a € 250—600 claim.

06 / FAQFrequently asked

Is compensation due for a weather delay?

No: bad weather is an extraordinary circumstance, so EC 261 cash compensation isn’t paid. But care — meals and a hotel — still applies.

How long do I have to file a claim?

Under EC 261 the limit depends on the country and is usually 1 to 3 years. Don’t delay — the sooner, the easier to gather documents.

Do I get a hotel for a daytime delay?

A hotel is given when the delay falls overnight and requires an overnight stay, usually from 6—8 hours. For a short daytime delay — only meals and drinks.

Is there a fee on a refund for a delay?

No. For a delay from 5 hours the refund for the unused part is full, with no deductions, even on a non-refundable ticket.

Did this answer help?

Ask an operator

93% of readers found this helpful · 18 360 ratings