Flight delayed, cancelled or overbooked? Here is what you are owed
If your flight leaves from an EU airport, or lands in the EU with a European airline, EU Regulation 261/2004 protects you. Many people never claim the money they are entitled to.
Compensation for delays and cancellations
You can claim a fixed amount per passenger if you arrive 3 hours or more late, if your flight is cancelled less than 14 days before departure, or if you are denied boarding because the flight was overbooked. The amount depends on the flight distance:
| Flight distance | Example from Germany | Compensation |
|---|---|---|
| Up to 1,500 km | Berlin to Rome | EUR 250 |
| 1,500 to 3,500 km | Berlin to Istanbul, Frankfurt to Cairo | EUR 400 |
| More than 3,500 km | Frankfurt to Dubai, Munich to Bangkok | EUR 600 |
Flights within the EU over 1,500 km count as EUR 400. If the airline rebooks you and you arrive only a little late, the amount can be halved.
When the airline does not have to pay
No compensation is due for extraordinary circumstances the airline could not avoid, such as severe weather, air traffic control restrictions, security risks or airport strikes. A technical fault or the airline's own staff strike usually does not count as extraordinary.
Even then, the airline still has to look after you while you wait: meals and drinks, two phone calls or emails, and a hotel with transport if you have to stay overnight.
Refund or new flight
If your flight is cancelled, or delayed by 5 hours or more, you can choose between a full refund within 7 days or a new flight to your destination. Choosing a voucher is optional, you can always ask for the money.
How to claim, step by step
Write to the airline. Use its online claim form, give your booking code and flight number, and ask for the compensation under Regulation (EC) 261/2004.
Wait for the answer. Give the airline a clear deadline, for example four weeks.
If it refuses or does not reply, you can go to the free German conciliation body: the söp for most airlines, or the Bundesamt für Justiz for airlines that are not members of the söp.
Do not wait too long. In Germany, claims generally expire 3 years after the end of the year in which the flight took place.
Changes coming to these rules
In 2026 the EU agreed a reform of passenger rights. It keeps the 3-hour delay threshold and the amounts above. The new rules only apply 12 months after they are published in the EU Official Journal, so today the current rules still apply. We will update this page when the new rules take effect.
Booked with Tollstadt Travel?
We handle rebookings and cancellations with the airline for you, at no extra fee. Booked somewhere else? Ask us and we tell you if and how we can help.
This page is general information, not legal advice. Sources: Regulation (EC) No 261/2004, Your Europe: air passenger rights.