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ÖAMTC informs: Passengers have these rights

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If a flight is delayed or even cancelled, it is important to know your rights as a passenger. “The EU Air Passenger Rights Regulation provides clear rules for such cases.

These apply to flights within the EU, from the EU to other countries or from other countries to the EU, provided that the airline is an EU airline," says ÖAMTC lawyer Nikolaus Authried. "Depending on the length of the delay, there is a right to care or compensation." If the flight is delayed by five hours or more or is even cancelled, passengers have the choice between a refund of the ticket price, possibly with return transport to the first departure point or alternative transport to the final destination.

In the event of a delayed departure, airlines are generally obliged to offer snacks and refreshments free of charge and to enable telephone calls or the sending of emails. The level of care depends on the length of the delay and the flight distance: for flights up to 1.500 km, you are entitled to care if the delay is two hours or more. "If this is refused, it is worth keeping the receipts for snacks etc. so that you can claim the expenses later," advises the mobility club's lawyer. "If you arrive at your final destination at least three hours late, air travelers are also entitled to compensation."

Claims in the event of flight cancellation - timing of information is decisive

If a booked flight is cancelled, passengers have the choice between a refund of the ticket price or alternative transport (i.e. alternative transport to the destination or the earliest possible return flight to the first departure point). "The airline must pay a flat-rate compensation if the passenger was not informed of the cancellation at least two weeks before the scheduled departure," says ÖAMTC expert Authried. "But even if the cancellation was not made within two weeks, there is still no entitlement to compensation - provided an alternative flight is offered and certain time frames for departure and arrival are adhered to: For example, if the airline is notified less than seven days before departure, it does not have to pay a flat-rate replacement if a new flight is offered that departs no more than one hour earlier and arrives no more than two hours later."

Compensation payment depends on the length of the flight route - in exceptional circumstances, the airline is required to provide evidence

If compensation is due (e.g. in the case of a cancellation without replacement or not announced in good time or a delayed arrival of at least three hours), the amount depends on the length of the flight - and ranges from 250 euros for flights up to 1.500 km to 600 euros for flights over 3.500 km (outside the EU). "Passengers have the right to get their money back. Airlines are also happy to offer vouchers in such cases - but these do not have to be accepted," the ÖAMTC lawyer clarifies.

However, if the airline offers an alternative flight, the amount of the compensation can be reduced by 50 percent if, depending on the length of the route, the new arrival time does not deviate too much from the agreed one, e.g. B. at distances of up to 1.500 km by a maximum of two hours.

Whether delayed or canceled - there is no entitlement to compensation if the airline can prove that the delay or cancellation was due to exceptional circumstances (e.g. severe weather or terrorist attack). However, this fact must be proven by the airline. In addition, the airline must be able to prove that the consequences of the extraordinary circumstances could not have been avoided even if all reasonable measures (such as a rebooking) had been taken.

Graphic: ÖAMTC.
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