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My flight is delayed - what do I do?

If there is a disruption to your flight schedule, we will notify you via email & text message about the next steps

Flight Delays

We understand the inconvenience of flight delays and frustration when your travel plans get disrupted unexpectedly.

When this happens, we will do our very best to amend the situation in a timely manner and get you to your destination as quickly as possible.

Communication

It is very important to provide the correct contact information, email address and phone number, at the time of booking. It is our only way to get in touch with you and let you know of any changes in our flight schedule or if there is an expected delay or disruption to your flight.

In case of a delay to your flight, we will contact you via email and text message with all the necessary information.

Checking in and boarding

Check-in and baggage drop-off will close 1 hour before the originally scheduled departure time. If there is a change in the check-in deadline of your flight, we will notify you specifically. The boarding gate always closes 15 minutes prior to the flight's departure time.

Overnight delay hotel accommodation

If you are delayed overnight in a country that is not your country of residence, we will do our very best to arrange for hotel accommodation for that night free of charge. This is provided we are legally required to do so.

On the off chance that we are not able to arrange hotel accommodation for you, we might ask you to cover the cost and then claim the expenses from us. In that case, we would like to point out that you are required to keep costs to a minimum and book the most inexpensive hotel accommodation available. Any incurred expenses can be submitted via this form.Link opens in a new tab

Meals & transportation

In case of a disruption where you might be entitled to meal vouchers at the airport, we will be in contact with you and let you know how to proceed. We might ask that you cover the cost of meals and/or travel expenses to/from the airport to your hotel and then claim the expenses from us. These costs are also required to be kept at a minimum. Any incurred expenses can be submitted via this form.Link opens in a new tab

Food and transport expenses are assessed in accordance with the length of the delay. Public transport should be used whenever possible. Copies of receipts should be attached to your claim. We will only reimburse reasonable travel expenses in accordance with the length of the delay.

Delay more than +5 hours

If your flight has been delayed more than 5 hours from the originally scheduled departure time you are entitled to request a full refund from us for the affected flight leg and any unused flights in the same booking as the delayed flight.

You can submit that request hereLink opens in a new tab.

Compensation

We work in accordance with EC regulation 261/2004 regarding passenger rights. In case of a delay in arrival time of more than 3 hours you may be entitled to compensation. Please see all details in this linkLink opens in a new tab.

If you believe your flight delay falls under the details listed within the EC regulation 261/2004 then you can file for compensation hereLink opens in a new tab.