Your rights in the event of a flight delay

If the airline does not fulfill its obligation to pay the hotel and catering costs, the apf recommends keeping all invoices and receipts in order to be able to actually prove the costs and to be reimbursed.

If a departure is delayed by more than five hours, passengers have the right to cancel the flight completely and are entitled to a refund of the ticket costs.

Claims in the event of a flight delay[nbsp]

In the case of compensation payments, the arrival delay is relevant - in contrast to the regulation of care services. If the passenger reaches their final destination with a delay of more than three hours, they are entitled to compensation. This amounts to

• 250 euros for all flights up to 1,500 kilometers,
• 400 euros for all intra-Community flights with a distance of more than 1,500 kilometers and all other flights between 1,500 and 3,500 kilometers or
• 600 euros for all extra-Community flights over 3,500 kilometers.

However, the airline has the option of reducing the amount by 50 percent for flights over 3,500 kilometers if the arrival delay is less than four hours.

If the airline can prove that the cancellation or delay was caused by extraordinary circumstances, such as bad weather or unforeseeable strikes, passengers are generally not entitled to compensation. If the airline cannot provide proof of this, passengers are entitled to compensation. Care services such as meals, hotel accommodation and transfers between the airport and hotel must also be provided by the airline in exceptional circumstances. If passengers are not sure whether a cancellation or delay is actually due to extraordinary circumstances and clarification with the airline is not possible, they can submit their case to the apf using the complaint form at www.passagier.at and submit it for review. Here you will be forwarded directly to the apf complaint form.