What should an airline do when a flight is delayed? The flight was delayed, what to do: how to behave in case of problems with the flight? The most common reasons for a flight delay

Hi all. Flight delay is a fairly common phenomenon, especially in recent times. And, unfortunately, none of us is immune from it. According to statistics, up to 70% of flights are delayed in Russia. It can be delayed for various reasons: aircraft malfunction, bad weather conditions, delay in the previous flight, and so on. How should passengers behave in such a situation? We will talk about this.

In this article:

Services to be provided by the airline

Everyone who has experienced a flight delay has the right to provide certain services from the airline on which he flies. I do not argue that sometimes they behave not very nicely and try in every possible way to avoid providing these services. This happens especially often in Russia. But knowing about your rights if you find yourself in such a situation is undoubtedly necessary.

1. Information

First of all, each passenger has the right to be provided with complete and most reliable information about the reasons for the delay or cancellation of the flight. Sometimes it happens that airline employees do not notify their passengers about the reasons and generally avoid contact with them in every possible way.

Why? Because if the flight was delayed due to the fault of the airline (and not due to weather conditions), each passenger has the right to demand monetary compensation for each hour of delay. But for this, a mark must be put on your ticket, which officially proves that the delay took place - I will discuss this in more detail below. Without this mark, you can not count on any compensation.

2. Conditions for children

A long wait at the airport is quite painful, and even more so for a small child. That is why: a passenger with a child under seven years old is provided with a room for mother and child. And it does not depend on the flight delay time. Such rooms, according to the regulations, should be at every airport.

3. Luggage storage

In addition, the airline must organize luggage storage in a left-luggage office at your own expense, if necessary. So if you have too much luggage with which you have no desire to spend time, you can safely contact the employees of your airline.

All other compensations depend on the duration of the flight delay. So, what are you entitled to at a certain waiting time.

4. Communications and drinks

If your flight is delayed by more than 2 hours, you have the right to:

— make 2 phone calls or send 2 emails;

- get refreshing drinks.

5. Hot meals

If your flight is delayed by more than 4 hours, you have the right to:

- get hot meals. In addition, in the next every 6 hours during the day or 8 hours at night, you have the right to receive it again.

6. Hotel

For a delay of more than 6 hours at night and 8 hours during the day, you have the right to:

- get hotel accommodation. In addition, you should be delivered to the hotel and back free of charge.

The above services are provided absolutely free of charge. They are established at the legislative level in a voluminous document called: “Order of the Ministry of Transport of the Russian Federation dated June 28, 2007 No. 82 Moscow”. Therefore, do not be afraid to demand what is rightfully yours.

How are services actually provided?

Sometimes it happens that passengers are abandoned in the airport building. Employees avoid communicating with them, do not give full information about the reasons for the flight delay, refuse to provide services and do not want to put a mark on tickets about the flight delay. Here, the initiative has to be taken into the hands of the passengers themselves and try to find contact with representatives of the airline.

In addition, I want to draw your attention to the fact that you should not expect much from everything free, especially in Russia. And we have seen this from our own experience.

When our flight was delayed at Sheremetyevo for 3 hours, we were told that we could go to the appointed place and get coupons for soft drinks. When receiving coupons, we specifically clarified what drinks we are entitled to count on. We were assured that this list includes juices, sodas and just water. It sounded pretty promising until we were offered a choice: water with or without gas.

I do not know how things are with the provision of hot meals at Russian airports. But if the situation is similar, then I think that you can easily stay hungry. In contrast to this, in Frankfurt airport we were given coupons with a face value of 20 euros for each. For this amount, even at the airport, you can eat together several times.

But I'm not suggesting that air carriers always don't want to take care of their customers. And if the flight is delayed, you will have to beat out what is required by law. I don't want to set anyone up aggressively. Many airlines care about their customers and do their best to help. When our flight was delayed in Frankfurt, we were not only provided with food, but they also took care of boarding another connecting flight. Because we missed our flight.

That evening, in order for us not to stay overnight at Pulkovo Airport, the next flight was delayed for an hour. In addition, during the transfer, we were met by a person from the company, helped us quickly get our luggage, put us in a minibus waiting for us to another terminal. And when checking in for the flight, we were let past the line. Therefore, I say a big thank you to Rossiya Airlines, for taking care of the delivery home so quickly.

Naturally, if another airline had the next flight, we would not have been provided with such prompt assistance. And if you are late for the next flight, the Russian airline would not bear any responsibility. Therefore, if you are flying with a transfer, it is better to fly with the same airline.

Financial compensation

If the weather conditions have nothing to do with it, and the flight was delayed due to the fault of the airline, then you have every right to receive monetary compensation. Its size will depend on the time of the flight delay. In order to get it, you need to have a mark (seal with signatures) on your ticket about a flight delay, demand it from an employee of your airline. Then, upon returning home, you need to write a claim to the airline. You can watch a short video where I show how to find contacts for writing claims.

You can download an example claim here: https://yadi.sk/d/lmE24XiZa2xAG .

If an airline has refused to take care of its customers and provide the services that they are required by law, be sure to keep all checks and receipts for paying for the hotel and meals.

It is better to send a claim and copies of all checks by registered mail with notification, then you will have confirmation that the air carrier has received your claim. Then he will definitely not get away, he will have to answer it. In the absence of any reaction, you can safely go to court: all the evidence will be in your hands.

Passengers who have bought a ticket have plenty of rights in case of a flight delay: obtaining information, comfortable conditions, food, hotels and compensation. Do not forget about them, be sure to use them, and your flight delay will pass with maximum comfort. Be sure to read What to do if luggage is lost? And that's all for me, for now!

06.12.16 125 379 0

What to do if your flight is delayed or your luggage is missing

Ivan and Masha are newlyweds. A honeymoon trip to Paris is ahead.

This is their first flight and first trip abroad. In the bustle of the wedding, they managed to buy tickets, but did not read anything about how to behave at the airport. Here's what came out of it.

Andrey Eres

flies on business trips every month

Flight was delayed

The flight was delayed in Moscow for 7 hours. During this time, Ivan and Masha bought 2 bottles of water from the vending machine and had dinner in a cafe. It cost 1800 R and they wasted that money. You could get everything from the airline.

If the crew did not have time to prepare the board or there was an error in the schedule, the flight was delayed due to the fault of the airline. For this, she compensates for the inconvenience of passengers with money.

If the plane did not take off due to bad weather, then this is not the fault of the airline. In this case, compensation is not required.

To receive compensation, you need to confirm the flight delay. To do this, mark the delay with the representatives of the airline or at the information desk. It is more convenient to do this at the airport of arrival: you do not have to check the box several times if the flight is delayed again.

If you wait for a long time, you are entitled to drinks, food and accommodation. Check with the airline representatives. If you were denied service, draw up a free-form protocol with other passengers. Buy what you need yourself and keep the receipts - then attach them to the claim.

If you decide not to fly because of the delay, the airline will refund the money for the ticket. Russian - with any delay, European - with a delay of more than 5 hours.

The same rules apply to a canceled flight.

How to get money for delay

After the trip, contact the airline and ask for compensation. How exactly to do this and how much you owe - we will tell in a separate article.

You missed your connecting flight

Ivan and Masha planned the transfer themselves and bought tickets from different airlines. From Moscow to Berlin - Es-7, from Berlin to Paris - Air-Berlin. Because of the delay, they missed the next flight. They had to buy new tickets for €160 (R12,276).

The entire itinerary must be on one ticket, even if it consists of flights from different airlines. In this case, the airline is responsible for ensuring that the passenger reaches the end of the route. If you connected the flights yourself, the airline does not compensate the cost of the ticket.

Buy all flights in one ticket

How to get a new ticket

At the transfer point, go to the counter of the airline that delayed the first flight. Explain what happened. The airline has concluded a contract of carriage with you, which means that it must deliver to the end of the route. The airline staff will transfer you to the next plane.

If you wait more than 2 hours for the next flight, the airline must give you drink, food, and take you to a hotel. The rights of passengers are the same as in case of a flight delay. If denied service - draw up a protocol and collect checks. Then ask for compensation.

Ivan and Masha could not pay for new tickets.

Baggage damaged or lost

In Paris, Ivan and Masha did not find one suitcase on the baggage carousel. Fortunately, the suitcase was intended for souvenirs and purchases, so it flew empty. The newlyweds were tired of the long flight and decided not to deal with the loss. A new suitcase was bought in Paris for 30 € (2301 R).

If the baggage has not arrived, go to the baggage tracing department - "Lost and Found". The specialist will draw up an act on the lost luggage and check where it is.

If the baggage was not loaded onto the plane, it will arrive with the next flight. You can return for it yourself or leave the address, then the courier will bring the luggage.

If the baggage was sent to another airport or lost, the airline must find it and deliver it to the passenger. The search takes 21 days. After this period, the baggage is considered lost and the airline must pay compensation for it.

If you have arrived from abroad, fill in a customs declaration for missing baggage. Give a copy to the airline representative. So the airline will deliver the luggage to your home. Otherwise - only to the airport of arrival in Russia, and upon receipt you will have to pay a customs duty - 4 € (306 R) per kg.

How to get money for lost luggage

Notify the airline if essential items such as money, warm clothes, medicines or baby food are left in the lost luggage. Usually the airline goes forward and pays for the purchase of these things and the transfer to the hotel. In some cases, they can give cash, but not more than $ 100 (6689 R).

To receive compensation, fill out an application on the airline's website. If there is no such form on the site, make a claim in free form and give it to the airline representative or send it by mail. Attach the lost baggage report, boarding pass and baggage tag to the claim.

For lost luggage, the Russian airline pays 600 rubles per 1 kg of luggage on domestic flights, and $ 20 on external flights (1337 R). European - about 1200 € (92 070 R) per bag.

If the bag is damaged, the airline will pay for the repair or the cost of the bag. To do this, they will ask for a receipt from the workshop or store, so keep the receipts. Claims for damaged baggage must be submitted within seven days of arrival.

Ivan and Masha could receive 1200 € - or 92070 R for the loss of luggage.

How insurance can help

Add the "Trip Cancellation" option to your insurance policy. Then the insurance company compensates the penalty for the return of the ticket, hotel reservation or burnt tour.

Some insurance companies compensate for the costs of a flight delay. Some return money for food, telephone conversations and a hotel. Others pay for the delay time. For example, "Consent" pays 25 € (1918 R) for each hour after 6 hours of delay, but not more than 300 € (23 017 R). Such insurance is more profitable: the airline will provide passengers with meals and a hotel.

Flight delay insurance conditions on the Soglasiya website

For 7 hours of waiting, Ivan and Masha could receive 25 € for insurance - or 1918 R.

The additional option "Luggage loss insurance" will help compensate for the cost of a lost suitcase: the insurance company will pay a fixed amount for each kilogram or for the suitcase as a whole. Some insurance companies cover the cost of essentials. For example, Tinkoff Insurance pays 40 € (3069 R) for one kilogram of luggage and 50 € (3836 R) for urgent needs.

Sometimes insurance companies reduce the amount of compensation: they deduct the money paid to the tourist by the airline. Specify the rules in the insurance contract.

For a lost bag weighing 5 kg, Ivan and Masha could receive 200 € under insurance - about 15345 R.

Remember

1. Connecting flights must be on the same ticket.
2. If your flight is delayed, find out why.
3. After a two-hour delay, ask the airline representatives when food and drinks will be given.
4. Keep your food and hotel receipts if the airline refuses to help.
5. Mark the flight delay at the airport of arrival.
6. File a lost luggage report at the Lost and Found department.
7. Include additional options in your insurance against flight delays and lost luggage.

When people go on a flight, they certainly set themselves up for the fact that in a few hours they will be at their destination, and there they will be able to do their business, relax, etc. However, unforeseen circumstances often happen in life. In this case, we are talking about the delay of the aircraft due to bad weather. Practice shows that this happens quite often. What should I do if my flight is delayed due to the weather? Let's try to figure it out.

Delayed departure is very angry and frustrating for passengers, because it is not known how much time they will have to spend at the airport. Moreover, their rest can be reduced not only by several hours, but also by days. Why is the plane delayed? Passengers always strive to find an answer to this question as soon as possible.

The most common reason is bad weather.. If the weather forecast shows that during the flight the plane may get into bad weather, then the flight is immediately canceled until the weather improves. Everyone knows that the weather is “lady” unpredictable. It can change in a few minutes. But there are times when you have to wait several days. In such a situation, it is very important to calm down, to know your rights and obligations of the air carrier that serves this flight.

Flights are often canceled not because of thunderstorms or strong winds, but because of hurricanes, snowstorms and tornadoes. Modern liners withstand other weather conditions without problems. Sometimes it also happens that the flight is postponed due to heavy fog, as a result of which visibility deteriorates. As a rule, it becomes known that the flight was delayed several hours before the required departure. That is why even, being at home, you can find out if the flight is delayed. You can do this in two ways:

• Can go to the official website of the airport, where there will be a scoreboard with information about the status of all flights. There you will find yours and figure out whether he is detained or not.
• also, those who wish can dial the help desk number, where they will answer questions regarding your departure.

But what if the plane's departure is delayed before landing? Here, too, it is necessary to calm down for a start, since shouting and scandals cannot solve the problem. You need to know the obligations of the airline and your rights. Let's start with the fact that women with small children under 7 years old have the following rights:

1. They can go to the mother and child room, where there are all conditions in order to wait for their flight. There are changing tables, cribs, toys, a kitchen and a place for the mother to rest. In this room, mothers have the right to warm up food for their children, as well as put them to bed.
2. Use a stroller for walking, which most airports provide.

All other passengers may:

• if the flight is delayed by two hours, then send several emails, as well as make several calls (free of charge);
• drink cold drinks (also free);
• taste hot dishes if the flight is delayed by 6 hours. Moreover, these dishes are required to be given every 6 hours for free.

Airport employees are required to inform everyone about the flight, as well as offer luggage storage.

As practice shows, most airports ignore the rules and agree to little for free. As for food, often, except for a few sandwiches, passengers can not count on anything if they do not have money. But in such a situation, smart passengers require a written refusal, which employees are required to write. If they refuse, you can complain about them. However, since many do not know such a right, airport employees become impudent, refusing almost completely from their duties.

Note that if the flight is night and it was delayed, then all passengers must be settled in a hotel, which is available on the territory of any airport terminal. The costs in this case are borne by the airline. In addition, if the aircraft is delayed, the carrier is obliged to offer the next flight and rebook the ticket. Of course, the passenger does not have to pay for such services, since these are the obligations of the airline.

What should I do if the plane was delayed and I missed the next flight? This question is often asked by passengers. In this situation, you must request to contact the carrier by phone, which must be indicated on the ticket. They should be required to explain the situation and offer a profitable way out of the current situation. You have every right to send on another flight, which is the closest. If the carrier cannot offer such an opportunity, then you have the right to demand a refund of the ticket price, as well as additional compensation.

When can you expect compensation?

If the delay has led to consequences for the passenger, then he has the right to demand monetary compensation. Paid consequences include:

• loss of one or more days of rest;
• missed connecting flight.

Compensation is also possible if you are accommodated in a hotel with a stranger and they refuse to relocate. There is a compensation rate, which is 25% of the price for each hour of delay. Note that if you are denied a cash payment, then you have the right to go to court.

In most cases, the judges are on the side of the passengers in such situations. However, the application must be submitted no later than 6 months after the incident. But you shouldn’t drag it out like that, you need to immediately start proceedings upon arrival. You can also attach photos or videos taken while waiting for a flight to the case, as well as a record from a voice recorder when you were denied monetary compensation.

In addition, passengers have the right to demand moral compensation. This is possible in cases where, due to a flight delay, paid excursions or transfers have disappeared. The amount of compensation for non-pecuniary damage does not depend on the amount reimbursed for waiting for departure. It is noteworthy that in Europe, even residents of other countries are entitled to compensation.

It must be understood that if the flight is delayed due to bad weather, but at the airport you were not denied either the lunch or the hotel, then there can be no talk of any monetary payment for damage. This is possible only when employees evade their duties in relation to passengers who are forced to wait for a delay in departure.

What other reasons might a flight be delayed?

Not always adverse weather conditions are the reason for the postponement of the flight. Also, a delay can occur for the following reasons:

1. If the crew or board is not ready for departure.
2. If there are inconsistencies in the schedule.
3. If the flight is unprofitable for the airline. This happens when the crew is 2-3 people.
4. Due to breakdowns in the aircraft itself.
5. If the airliner is not fully prepared for dispatch in technical terms.

There are many other emergency situations that can happen to an aircraft before departure. You need to be prepared for anything and be sure not to panic. Directly at the time of purchasing tickets, you need to clarify all your rights and obligations as a carrier, so that in case of unforeseen circumstances you know what to demand and what to expect.

In contact with

How nice it is to take a seat on the plane, and be transported in your thoughts to the place of rest! The older child has already been promised a seat at the window, the younger one is walking to sleep soundly on the flight, but ... It may happen that the word Delayed will be lit opposite your flight on the airport display - “Delayed”.

This is not a reason to be nervous, hastily take seats in the waiting room and prepare for the night on hard chairs. The airline is obliged to take care that passengers do not suffer while waiting for departure. How to wait out a flight delay, what help to expect from the carrier and what to do with a child while waiting, read in our article.

Why are flights delayed?

Departure delay can be caused by various reasons, but they can be combined into two groups.

The reasons caused by the actions of the airline:

• poorly designed schedule;
• technical failure or other unavailability of the aircraft for travel;
• unavailability of the crew for flight;
• lack of seats on board due to overbooking;
• unprofitable flight for the airline;
• some other situations not related to force majeure circumstances.

Overbooking is the sale of more tickets than the number of seats on the plane. Airlines practice overbooking to avoid losses due to the fact that some passengers cancel flights shortly before departure.

Reasons that the airline cannot influence:

• weather conditions that interfere with the flight;
• natural disasters (earthquakes, fires, floods, etc.);
• hostilities;
• terrorist act;
• government-sanctioned suspension or restriction of flights to certain countries;
• staff strike;
• a technical malfunction that threatens the lives of passengers (a flight delay for the last two reasons can be recognized as the fault of the airline).

Why is such a division necessary? Then, to be able to comfortably wait out the flight delay and receive compensation for the inconvenience.

If the airline delayed the flight due to its own fault, it is responsible to the passengers. This is provided for by the laws of different countries.

For the passenger, however, something else is more important: not to languish in vain at the airport. Therefore, it is advisable to clarify before departure whether there are any changes in the schedule. Check the information a few days before departure and on the day of departure.

1. View the schedule on the official website of the airline.
2. Contact the carrier's call center.
3. Check the schedule on one of the aggregator sites.
4. Check the airport's online scoreboard.
5. There are airlines that notify customers via email of schedule changes.

If there is information about a flight delay, be sure to check if the check-in deadlines have changed in connection with this. Most often, the deadlines do not change, so do not be late for the airport - late passengers will be denied assistance and compensation. By the way, you should not study the weather forecast to predict a departure delay. Not every rain, snow or wind interferes with flights.

Flight delay: what passengers should do

The flight was delayed, and this time needs to be waited out somehow. By the way, what time are you talking about?

The airline must inform passengers when the aircraft is expected to depart. This obligation is enshrined in regulatory documents, for example, in the General Rules for Air Transportation of the Russian Federation*, the Rules for Air Transportation of Ukraine** and in the EU Regulation***.

The same documents determine what the airline must provide in case of a flight delay. As an example, we give Russian norms

Note that the airline is obliged to take care of passengers, regardless of which flight is delayed - regular or charter. The obligation to help passengers does not depend on the reason why the flight was delayed.

All services are provided free of charge. At the same time, in Russia it is possible to receive "services of increased comfort" - this is provided for in the General Rules for Air Transportation*. The airline provides such services for a fee.

Such rights of passengers in case of a flight delay are stipulated in the Ukrainian Rules of Air Transportation**. At the same time, if a flight of a Ukrainian airline is delayed by more than 5 hours, passengers will be offered to refund the cost of tickets within 7 days or fly on another next flight in the desired direction.

But here is another possible situation if you are flying with a transfer: due to the delay of the first flight, you do not have time for the second one. What to do if the flight was delayed and you missed the next flight? Actions depend on how the route is planned.

Option 1. Both flights are operated by the same company. If you miss your second flight, the carrier must take you to your destination airport on the next flight. While waiting, you should be provided with drinks, food, a hotel and everything else.

Option 2. Flights are operated by different airlines, but one ticket is issued for the entire route. In this case, the airline that caused you to miss your connection is responsible for taking you to your destination. Her representative may not be at the airport of transfer, and therefore we recommend that you keep the phone of the air carrier before the trip in order to contact him. It also makes sense to contact the company whose flight you missed: they can help you faster.

Option 3. You bought two separate tickets for flights on the same or different airlines. The least profitable option, since no one is responsible for inconsistencies in your personal plans, and the ticket will simply disappear. However, the carrier may be willing to meet your circumstances and offer you a seat on the next flight at no extra charge.

How to get compensation

For the fact that you were not able to fly on time due to the fault of the airline, you are entitled to compensation. We offer you to learn how to get compensation for a flight delay in different countries.

Russia

The airline pays the passenger 3% of the ticket price for each hour of waiting, as well as a fine of 25% of the minimum wage for each hour of waiting (but not more than half of the ticket price). Where it is fixed: in paragraph 5 of Art. 28 of the Law of the Russian Federation "On the Protection of Consumer Rights", in Art. 120 of the Air Code of the Russian Federation.

Example: if you bought a ticket for 10 thousand rubles, then for a 4-hour wait you are entitled to a payment in the amount of 10,000 × 3% × 4 = 1,200 rubles. With a minimum wage of 7800 rubles, the fine would be 7800 × 25% x 4 = 7800 rubles, but since the total amount of the fine should not be more than half the cost of the ticket, the airline will pay you a fine of 5000 rubles. The total amount of compensation will be 1200 + 5000 = 6200 rubles.

EU countries

The amount of compensation for a flight delay due to the fault of airlines from EU countries depends on the time of delay and the distance of the flight. If the delay lasts 5 or more hours, you have the right to demand a full refund of the ticket price. Where it is fixed: in the EU regulation***.

In some cases, airlines can reduce the amount of compensation by 50%. This is possible if you are offered to fly on another flight, which you need to wait no more than 2 hours (for flights up to 1500 km), 3 hours (for flights up to 3500 km) or 4 hours (for all other flights).

Ukraine

Ukrainian legislation provides for compensation only for flight cancellation/denial of carriage to a passenger. The amount of compensation is calculated in the same way as in EU countries. Where it is fixed: in paragraph 5 of Ch. 2 sect. XVI Rules of Air Transportation**.

USA

United States airlines are not required to compensate passengers. In the country, it is customary to act differently: by all means to help the passenger fly safely. You will be offered to change your ticket for the next flight or help you buy a ticket for a plane of another carrier.

The only exception to the rule is the company's refusal to take a passenger on board due to overbooking. In this case, the law obliges the airline to return the money for the ticket or pay compensation.

How to receive compensation

If the airline delayed your flight, file a claim with reference to the law and a demand for compensation. A copy of the boarding pass and a document confirming the fact of the flight delay must be attached to the claim. If the company didn't take good care of you and you paid for your meals and hotel, please also attach proof of expenses.

A claim can be made to a Russian and Ukrainian carrier within 6 months from the date of the flight delay, to a European carrier - within 2 years, to a UK carrier - within 6 years.

Terms of consideration of the claim vary, so it is better not to put off the case indefinitely. We recommend that you send a claim by registered mail or register directly at the airline's office. If the company refuses to pay compensation, you must file a lawsuit.

Services of various airlines

General rules for taking care of passengers stuck at the airport are stipulated by law. But some airlines introduce additional services. How is it with different carriers? Information taken from official websites.

Aeroflot. The company adheres to the general rules: two calls and drinks when the flight is delayed by 2 hours; meals in case of flight delay for 4 hours; food, hotel, transfer to the hotel and back with a delay of 6 hours at night or 8 hours during the day.

UIA. The airline undertakes the obligation to provide information about the flight delay no later than 3 hours before the start of check-in. Other services are provided depending on the duration of waiting and the range of the flight. You will be provided with food and drinks if you have to wait 2 hours for a flight up to 1500 km, or 3 hours for a flight up to
3500 km, or 4 hours - for flights with a range of more than 2500 km. If the flight is delayed the next day, the airline will provide meals, hotel accommodation and transfers to and from the hotel.

If the flight is delayed by more than 5 hours, the company, at the request of the passenger, will return the money for the ticket or provide the flight with the nearest suitable board. The air carriers of the EU countries also adhere to this rule.

Lufthansa. A flight delay in Lufthansa, as in the rules of other EU carriers, is considered a delay of a flight with a range of up to 1500 km for 2 hours, for a range of up to 3500 km - for 3 hours, for a range of more than 3500 km - for 4 hours. The responsibilities of the company include providing passengers with snacks and drinks, providing the opportunity to make 2 calls or send 2 emails, as well as providing a hotel and transfer to and from the hotel.

KLM. The rules of carriage of this airline do not stipulate special services, which means that the EU Regulation *** applies. However, KLM applies its own compensation rates for flight delays of 3 hours or more. If a flight with a range of up to 1300 km is delayed, compensation is 350 euros, with a range of up to 3500 within the EU - 500 euros. If a flight with a range of up to 3500 between EU and non-EU countries is delayed by 4 hours or more, compensation is 800 euros. There are some nuances: compensation is paid in the form of vouchers that can be used to purchase tickets for KLM, Delta Air Lines, AIR FRANCE flights.

british airways. The company is guided by pan-European standards, in particular, it concerns the provision of food, as well as the amount of compensation. If you had to pay for food, hotel, and transportation between the hotel and the airport, the company will reimburse these costs (but be prepared to justify their need). At the same time, the main assistance provided by British Airways is the rebooking of tickets for the next flight. In order to receive information about flight delays and rebooking offers in time, you need to leave your contact details on the carrier's website.

Turkish Airlines. The rules of carriage of Turkish Airlines provide for a refund of the cost of tickets if a domestic flight is delayed by 1-2 hours, and an international flight by 5 hours or more. If the flight is delayed by more than 2 hours, passengers are provided with drinks and light meals, and if the flight is delayed by more than 3 hours, they will be provided with a hotel and a round trip transfer.

WizzAir. The company's rules regarding assistance to passengers stuck at the airport are the same as UIA's rules. A claim for a flight delay must be considered within 3 months - at the end of this period, the company must inform the passenger of the decision.

There are nuances if you are flying on a charter flight. If flights are delayed due to bad weather, charter flights always depart later than scheduled flights. In addition, inconsistencies in the schedule of charters become more frequent during the peak season (for example, in the summer in the direction of seaside resorts). In this case, it remains to rely on the reputation of the carrier and tour operator. So, in Russia, a list of delays in charter flights is published, where unreliable companies fall.

Reminder for passengers

Flight delay is no reason to panic: just follow our instructions.

1. Arrive at the airport before the check-in time for the flight (meaning if the flight had not been delayed). If you are late, then in case of a flight delay, you may be left without help and compensation.
2. Calmly listen to the announcement about why the flight is being delayed. The reason for the delay will help analyze the situation and decide how to proceed.
3. Put a mark on the ticket about the flight delay, and later - a mark about the real time of departure. This can be done at the check-in desk of the airline you were supposed to fly with. Smaller airlines may not have a separate counter: in this case, ask the airport staff who will deal with your problem. The airline must give clear instructions to passengers and provide proper assistance - this is spelled out in regulatory documents, and the reputation of the carrier also depends on this.
4. The actions of the airline depend on the reasons for the cancellation or delay of the flight. If your flight is interrupted by bad weather or a technical problem, you will be informed when the flight will take place. In the event that the airport of arrival is closed due to bad weather, you may be offered a flight to another airport (or you can refuse).
5. Additional services that the airline must provide you depend on the waiting time. If a flight from the EU, Russia, Ukraine was delayed for 4 hours, you have the right to receive free meals. If the flight is delayed for 6-8 hours, you will be accommodated in a hotel free of charge (in this case, the company has no right to accommodate you with strangers). US airlines help passengers stranded at the airport in different ways.
6. Sometimes airlines neglect their responsibilities. It is useful to remind them of what you are entitled to by law.
7. If you had to organize your own meals and accommodation due to a flight delay, keep all receipts. They will come in handy when you file a claim with an airline.

The peak of charter delays occurs in the summer, when the masses of vacationers move to warmer climes. Sitting on suitcases at the airport is one of the nightmares of our tourists. PROturizm has collected a minimum of advice on the correct perception of this problem.

When the unpleasant inscription “flight delayed” appears on the scoreboard, the main thing is not to panic. It's always a good idea to have a representative (airline or airport) come out to meet you and explain what's going on.

Reasons for charter flight delays

There are various reasons for flight delays. Sometimes the airport and the airline have different data. To determine the exact cause, the courts make inquiries to the weather and other airport services.

• Non-arrival of the aircraft
• Aircraft breakdown
• Weather (weather) conditions

If the flight is delayed for reasons beyond the control of the airline, you will not be able to receive financial compensation. But in any case, the airline is obliged to provide you with certain amenities while waiting for the flight.

This is where the first difficulties come - it is not profitable for airlines to admit, and passengers do not know their rights. So - the flag is in our hands, more precisely FAP - federal aviation rules.

Obligations of the airline in case of flight delay

The first thing an air carrier (or airport) has to do is to inform passengers about the change in the schedule and the reasons for the change. This is evidenced by paragraph 92 of the FAP (Federal Aviation Rules).

If the airline does not notify passengers and a representative cannot be found, you can complain about charter carriers to the Federal Air Transport Agency and tour operators. The first, as they are the parent organization of the airline. The second - as having concluded a contract for charter transportation, now they are responsible to passengers for the services provided.

What should I do if my charter flight is delayed?

If you intend to make a claim, you will receive a certificate of flight delay (cancellation). The boarding pass must indicate (by hand) the current time of departure and be stamped.

If, while waiting for a flight, you are not provided with mandatory services, buy them yourself, save your receipts and present the costs for reimbursement to your tour operator, and he will deal with the charter carrier. Please note that monetary compensation can only be obtained if the carrier's fault in the flight delay is proven. In Russia, the amount of compensation for a flight delay is set at 25% of the minimum wage for each hour of delay, but not more than 50% of the ticket price.

Passenger rights in case of flight delay

According to paragraph 99 of the above air rules, in case of a flight delay, passengers with children under 7 years of age are required to provide a room for mother and child, and for the rest, organize luggage storage.

After two hours of waiting, air passengers at the expense of the airline are entitled to soft drinks and 2 phone calls or the ability to send two e-mails.

So, in case of a flight delay, the airline must provide:

• after 2 hours - soft drinks and 2 phone or email messages,
• after 4 hours - hot meals, and then every 6 hours during the day (or 8 hours at night),
• every 6 hours at night (8 hours during the day) - free hotel accommodation (and delivery to and from it).

Unfortunately, for charters, rescheduling flights for up to 10 hours is acceptable. If the airline delays the flight for a longer period, the Consumer Rights Protection Law comes into force. Such a flight delay is a significant change in the terms of the contract between the tourist and the tour operator. In case of “loss of a day” of rest, Rospotrebnadzor comes to the defense of the Consumer and you can receive compensation.

What you need to know about charter flight delays

Different types of liability are shared by carriers of scheduled and charter flights. In the latter case, the tour operator who chartered the aircraft is responsible for the transportation, and not the carrier itself.

For any reason for a flight delay, the air carrier is obliged to provide the passenger with the opportunity to call, refreshments, hot meals, and hotel accommodation within a certain period of time.

The first thing you need to do is get a flight delay stamp at the check-in desk. Then, if you are not provided with the necessary "amenities" in due time, you can, as a last resort, order them yourself and then present checks for payment to the airline or tour operator. Here, disassemblies can bring you to court, but often it doesn’t come to that, and claims are considered by the offending party in a pre-trial order.

You can file a claim within six months from the date of the flight, and the airline (tour operator) must consider it within 30 days.

The consequences of flight delays

Since the beginning of the season, the tourist community has been solving problems with the transfer and cancellation of VIM-Avia flights. In the case of charters, the responsibility for transporting vacationers to the place of rest passes to the customer of the transportation, that is, the tour operator.