Check your flight rights
Check your rights with the Norwegian Consumer Council’s flight calculator.
Right to care
If your flight is delayed beyond certain timeframes, you have the right to be provided with the information about your entitlements and a minimum level of care immediately while waiting for the beginning or the continuation of the delayed journey:
- In the event of delays of two or more hours (depending on the distance of the flight) passengers must be offered free meals and refreshments, two free telephone calls, emails or faxes;
- Where a stay of one or more nights becomes necessary, passengers must also be offered hotel accommodation and transport between the airport and the place of accommodation;
- If the flight is delayed by at least five hours, passengers may opt for reimbursement of the full cost of the ticket. Once the refund is accepted no further care from the air carrier may follow. However, if passengers have already initiated their journey and the purpose of their original travel plan is no longer attainable (e.g. connecting flight missed as a result of the delay of a flight in your itinerary) they have a right to a return flight to the original point of departure at no extra cost. In such a case, the air carrier may not decline the passenger’s right to care.
If your air carrier is unable to provide the above provisions free of charge, they should reimburse passengers for expenses incurred. It is therefore important that you retain all the relevant receipts.
Passengers whose flights reach their final destination three hours or more after the arrival time originally scheduled have the right to compensation:
- €250 per passenger for flights of 1,500km or less.
- €400 per passenger for intra-Community flights of more than 1,500km or for other flights between 1,500km and 3,500km.
- €600 per passenger for all other flights.
If the air carrier can prove that the cancellation was caused by an extraordinary circumstances which could not have been avoided even if all reasonable measures were taken, no compensation will be payable. Examples of events which may constitute extraordinary circumstances include bad weather, political unrest, a security threat, unexpected flight safety shortcomings, air traffic control restrictions or strikes that affect the operation of the flight.
Submit a complaint to the airline
If you wish to submit a complaint due to a delayed flight, you must first send a written complaint to the transporting airline. You can use the EU’s complaint form. Fill out the date and keep a copy. We recommend you fill out the form in English.
If the airline does not respond within six weeks from the receipt of the complaint, or you are not satisfied with the response, you can forward your complaint to the National Enforcement Body (NEB) in the country where the problem arose.