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Have you experienced an airline disruption and don’t know what air passenger rights you are entitled to? Find out now how to get flight reimbursement, economic compensation and assistance up to 600€.
Each year in Europe, more than 20 percent of flights are delayed or canceled, but fewer than 15 percent of passengers request the airline refunds or economic compensation To which he is entitled. Why? Often because of a lack of clear information about one’s rights as a passenger.
Confusion between flight reimbursement, compensation and airport assistance is common, especially considering that the rules change dramatically between Europe and the rest of the world. In this comprehensive guide, we explain everything you need to know to protect your rights in the event of airline disruption.
At the bottom of the article you will find a checklist to know right away what you are entitled to and how to get it.
What can you get in case of airline disruption?
Type of protection | When applying | What you get |
Refund | Trip cancellation or waiver | Case assessment with |
Compensation | Delay > 3h, cancellation or overbooking | Up to 600€ |
Assistance | Waiting at the airport | Meals, hotel, transportation |
This guide is the result of the experience of the legal team of RimborsoalVolo.it, which has been active for more than 15 years in protecting the rights of air passengers in Italy and Europe, with thousands of successfully resolved cases and a 99.5 percent success rate.
What rights does an air passenger have in case of disruption?
When you travel by air, you have specific rights that come into play in case of problems. These rights fall into three main categories:
- Ticket Refund: when the flight is canceled or extremely delayed
- Economic compensation: additional lump sum for inconvenience suffered
- Assistance at the airport: meals, accommodation and support while waiting
The good news? In Europe these rights are clearly defined and protected. The bad? In the rest of the world, the situation is much more fragmented and often less favorable for passengers.
Rights mainly come into play in these cases:
- Extended flight delay
- Flight Cancellation
- Denied boarding (overbooking)
- Problems with baggage
Reimbursement, compensation or assistance? Let’s get some clarity
These terms are often used synonymously, but they mean very different things:
Refund
It is the return of what you paid for the ticket. You are entitled to it when:
- Your flight is cancelled and you decide not to leave
- Flight is extremely delayed (more than 5 hours) and you give up your trip
Compensation
It is an additional lump sum compensation (from 250€ to 600€) for the inconvenience suffered. You are entitled to it when:
- Flight arrives at destination more than 3 hours late
- The flight is cancelled without adequate notice
- You are denied boarding due to overbooking
Assistance
It is the support the company has to provide you while you are waiting. It includes:
- Meals and drinks
- Hotel accommodation if necessary
- Transportation to/from the hotel
- Two phone/email/fax calls
Practical example:
If your Rome-London flight is cancelled at the last minute, you are entitled to:
- Choose between full ticket refund or alternative flight
- Compensation of 250 (if not due to exceptional causes)
- Immediate assistance (meals, hotel if needed, communications)
Passenger rights in Europe
In Europe, thanks to EC Regulation 261/2004, there is a uniform regulatory framework protecting passengers in all 27 EU member states, plus Iceland, Norway and Switzerland.
This regulation applies to:
- All flights departing from EU airports, regardless of airline
- All flights arriving in the EU operated by European airlines.
The protections offered to European passengers are among the most advanced in the world. Here’s what happens in the most common cases:
In case of cancellation
- Right to choose between full refund, alternative flight as soon as possible, or flight at a later date
- Compensation up to €600 (unless at least 14 days’ notice or exceptional circumstances apply)
- Comprehensive care while waiting
No stress or long waits: with the flight cancellation compensation service of RimborsoalVolo.it we handle all the bureaucracy for you.
In case of delay
- Assistance after 2-4 hours (depending on the length of the flight)
- Refund if delay exceeds 5 hours and you decide not to leave
- Compensation if you arrive at your destination more than 3 hours late
Have you experienced an airplane delay? With the delayed flight refund service at RimborsoalVolo.it we verify your rights and handle your compensation claim up to 600€, with zero upfront costs and no time loss.
In case of overbooking
- Immediate compensation (from 250€ to 600€)
- Choice between refund and alternative flight
- Comprehensive assistance
Were you denied boarding due to overbooking? The overbooking refund service of RimborsoalVolo.it assists you to get the compensation you deserve up to 600€, taking care of the whole procedure while you focus on your trip.
In case of problems with the luggage
- Compensation of up to €1,100 for lost or damaged luggage
- Reimbursement for essential purchases in case of late delivery
- Baggage tracking assistance
RimborsoalVolo.it also supports you with paperwork for lost or damaged luggage, taking care of the entire bureaucratic process with the airline.
National supervisory authorities (in Italy, ENAC) monitor the application of these regulations and can intervene if disputes arise. However, having expert support can make all the difference in getting what you deserve.
European Regulation EC261/2004 is the legal basis for all these protections and defines in detail the responsibilities of airlines to passengers.
What about outside Europe? World overview
Outside the EU, passenger rights vary significantly from country to country. There is no binding international standard comparable to the European Regulations, making the situation more complex and generally less favorable.
United States
In the US, protections are limited. The Department of Transportation (DOT) guarantees:
- Refund for cancellation or significant change of schedule
- Compensation only for denied boarding (up to $1,550)
- No automatic compensation for delays
- Assistance at the discretion of the company
Canada
As of 2019, there is a national regulation that provides:
- Compensation for delays and cancellations (up to about $1,000)
- Duty of care
- Baggage loss protections
United Kingdom
After Brexit, the UK retained similar rules to the EU Regulation:
- Compensation up to £520
- Right to reimbursement, alternative flight and assistance
Asian countries and other areas
In many Asian, African, and South American countries:
- Minimal or absent protections
- Non-mandatory offsets
- Variable assistance at companies’ discretion
For intercontinental flights, such as those to and from the United States, it is important to remember that different rules apply depending on the airline and route. It is especially relevant to understand your rights when departing from Italy to non-EU destinations, since in these cases European regulations apply only at departure. The choice of airline can also make a big difference: companies such as Emirates or Ryanair have significantly different policies in case of disruption.
When your rights are NOT worth
You are not always entitled to compensation. Companies may refuse compensation under these circumstances:
Force majeure
- Extreme weather conditions
- Political instability or acts of terrorism
- Safety hazards
- Health emergencies
Strikes
- Air traffic control strikes are considered “exceptional circumstances”
- Company staff strikes generally do NOT exempt from payment
Other excluded cases
- Delays of less than 3 hours on arrival
- Notification of cancellation at least 14 days in advance
- Offer of an alternative flight with similar schedule to the original
⚠️ Caution:
Even when you are not entitled to compensation, always retain your right to assistance and reimbursement or reprotection if you decide not to travel.
What you can do at the airport: the quick guide
If you’re already at the airport when you discover a problem with your flight, here’s what to do:
Immediate rights
- Ask the company’s ground staff for information
- Explicitly request meals, drinks and accommodation if needed
- Keep all receipts if you have to pay out of pocket
- Request to be re-routed on the first available flight
How to interact with staff
- Be courteous but firm in asserting your rights
- Ask to speak to a manager if necessary
- Always request written communications, not just verbal ones
- Use English if you are abroad and have difficulties
Document everything
- Take photos of display boards with information about delays
- Records the actual time of arrival at the destination
- Keep all travel documents
- Write down the names of the people you talk to
Useful apps and tools
- Airline app
- Flight Tracking App of Refund on Flight
- Official EU app “Your Passenger Rights”
Final checklist: what to do if your flight has a problem
✅ Check the cause of the disruption
Ask staff or check flight status on the app
✅ Check your rights under trafficking
Check whether the EU Regulation or other regulations apply
✅ Keep all documentation
Ticket, boarding passes, communications, receipts
✅ Request immediate assistance
Meals, hotels, transportation, communications
✅ File a formal complaint
To the company or a specialized service
✅ Monitor timing and save communications
Keep track of all interactions with the company
Your rights, our mission
Knowing your rights as a passenger is the first step to getting what you are entitled to in the event of airline disruption. But companies often do not make it easy to enforce these rights.
For over 15 years, RimborsoalVolo.it has been helping passengers get refunds and compensation easily and stress-free. Our team of experts takes care of everything from case assessment and case management to the eventual legal phase.
And the best thing? You do not advance anything: you pay only in case of success, with a small percentage of the amount recovered.
FAQ
Are reimbursement and compensation the same thing?
No. Refund is the return of what you paid for the ticket, while compensation is additional compensation for the inconvenience suffered. In many cases, you may be entitled to both.
Am I entitled even with low-cost tickets?
Absolutely. Passenger rights apply to all flights, regardless of the fare paid or the airline (low-cost, traditional, or charter).
What changes if I booked through an agency?
Your rights remain the same. You can contact the airline directly or, alternatively, the agency that made the reservation. It is often preferable to contact the airline first.
Am I entitled to a refund if the flight has a stopover?
Yes, but the rules can get complicated. If the problem involves only one leg of a flight with a stopover, the fees apply to the entire itinerary if booked as a single flight. If you have booked separate flights, each leg is considered individually.
Can I sue the airline?
Yes, but it is generally a last resort. Before going to court, it is advisable to attempt conciliation through the relevant authorities or rely on specialized services that also handle the eventual legal phase.
How long do I have to request a refund?
In Europe, you have up to 2 years to request compensation or a refund (the exact deadline varies from country to country). However, it is always advisable to act as soon as possible.
How do I know if I am entitled to a refund?
The easiest way is to use the free verification service of RefundalVolo.co.uk. Enter your flight details and within minutes we will know if you are eligible for a refund and how much.
