In case of flight cancellation, Regulation (EC) 261/2004 entitles you to:

  • information (Article 14), in particular a written notification setting out the rules for compensation and assistance, along with the details of the national authority responsible for checking that the stipulations of Regulation (EC) 261/2004 are being respected;
  • assistance (Article 8), namely the right to choose a different flight as soon as this is possible (or at a later date) or to be reimbursed for the ticket (within a 7-day period), where the journey became pointless due to the delay, and, where applicable, a return flight within as short a timeframe as possible;
  • care (Article 9): refreshments, meals, where applicable, accommodation and transfers, two free telephone calls (or telex or fax messages, or e-mails) in anticipation of a later flight;
  • compensation (Article 7), the amount of which varies between 250 and 600 euros, depending on the length of the journey; in the event of a transfer to another flight, these amounts may be halved if the arrival delay does not exceed four hours.

There are two exceptions to the air carrier's obligation to pay compensation:

  • in case of force majeure: where it can prove that the cancellation is due to exceptional circumstances, which could not have been avoided even if all reasonable measures had been taken;
  • if you were informed of the cancellation at least two weeks before the date of departure; this period may be shortened, if the air carrier complies with certain specific conditions on alternative flights.

Disputes and Complaints

Flight Cancellations/Delays

FPS Mobility and Transport
Denied Boarding Authority
Directorate-General for Air Transport (DGTA/DGLV)

Strategy Unit – Passenger Rights
City Atrium (6th floor – locker PAX)
Rue du Progrès 56
B-1210 Brussels

Tel: +32 (0)2 277 44 00 (between 9am and noon)
Fax: +32 (0)2 277 40 73

Cross-border Disputes and Complaints

European Consumer Centre
Rue de Hollande 13
B-1060 Brussels

Tel: 02 542 33 89

Last update
21 October 2022