FLIGHT PASSENGER RIGHTS

Travellin — Air Passenger Rights, Compensation, Assistance & Claims

Last Updated: 24 August 2026

Important legal update: This page reflects the EU passenger-rights framework applicable on the date shown above. In July 2026 the EU adopted revised air-passenger-rights rules, but the European Commission states that the revised rules are expected to enter into force in summer 2027. Until then, the existing EU framework continues to apply. (European Commission)

1. Purpose of This Page

This page explains the principal rights that may apply to passengers travelling by air, particularly where a flight is:

• cancelled;
• delayed;
• overbooked;
• subject to denied boarding;
• diverted;
• affected by a missed connection;
• affected by baggage problems;
• or involves passengers with disabilities or reduced mobility.

The rights described below may arise independently of Travellin’s role in the booking.

Where applicable, the operating air carrier is responsible for fulfilling the statutory passenger rights imposed on it.

Travellin may assist customers with booking-related matters but does not replace the legal responsibilities of the operating carrier.

2. EU Air Passenger Rights

EU air-passenger protections principally arise under Regulation (EC) No 261/2004, together with other applicable EU and international legislation.

EU rules currently apply, subject to their specific scope, to:

• flights within the EU, regardless of whether the operating airline is EU or non-EU;
• flights departing from the EU to a non-EU country;
• flights arriving in the EU from outside the EU where operated by an EU airline;
• and certain journeys involving Iceland, Norway and Switzerland.

The exact applicability depends on the route, operating carrier and circumstances. (European Union)

3. Your Rights Are Not Created by Travellin

Passenger rights arise from applicable legislation and the contract of carriage.

They are not dependent upon Travellin voluntarily offering compensation.

Where EU law applies, an airline cannot contractually remove mandatory statutory rights.

4. Operating Air Carrier

For Regulation 261/2004 purposes, the operating air carrier is generally the airline responsible for actually operating the flight.

This is important because the airline selling the ticket and the airline operating the aircraft may be different.

Where an airline operates a flight under a wet-lease arrangement, the applicable EU framework can treat the operating carrier in accordance with the Regulation’s rules. (European Union)

5. Travellin’s Role

Travellin may act as:

• an affiliate;
• referral intermediary;
• booking intermediary;
• technology platform;
• or other booking facilitator.

Unless expressly stated otherwise, Travellin is not the operating airline.

Accordingly, statutory compensation arising from:

• flight cancellation;
• operational delay;
• denied boarding;
• or other carrier-controlled disruption

is generally a matter between the passenger and the responsible air carrier.

Travellin may assist with the booking and communication process where appropriate.

6. Denied Boarding

Where a passenger:

• has a valid reservation;
• has presented themselves for check-in as required;
• has the necessary travel documentation;
• and is denied boarding against their will because of overbooking or operational reasons,

EU rules may provide rights to:

1. financial compensation;
2. reimbursement or rerouting;
3. assistance.

The exact entitlement depends on the circumstances. (European Union)

7. Voluntary Giving Up of a Seat

If an airline seeks volunteers because a flight is overbooked, a passenger who voluntarily gives up their seat enters into an arrangement with the airline.

The airline should provide the benefits agreed with the volunteer.

This is different from involuntary denied boarding.

8. Denied Boarding for Legitimate Reasons

Compensation under Regulation 261/2004 does not automatically apply where boarding is refused for legitimate reasons such as:

• safety;
• security;
• health;
• inadequate travel documentation;
• failure to comply with applicable boarding requirements;
• or other legally justified grounds.

The individual circumstances must be considered. (European Union)

9. Flight Cancellation

Where a flight is cancelled and EU passenger-rights rules apply, the airline must generally offer the passenger a choice between:

• reimbursement;
• rerouting to the final destination at the earliest opportunity;
• or rerouting at a later date at the passenger’s convenience, subject to the applicable conditions.

Once the passenger chooses one of these options, the corresponding statutory framework applies. (European Union)

10. Cancellation Compensation

In qualifying circumstances, a passenger may also be entitled to financial compensation.

The standard amounts under the current Regulation 261/2004 framework are generally:

These amounts are subject to the conditions and exceptions contained in the Regulation, including rules concerning rerouting and extraordinary circumstances. (European Union)

11. Cancellation Notice

The timing of the cancellation notice may affect whether compensation is payable.

For example, passengers may have different rights depending on whether the airline informed them:

• more than 14 days before departure;
• between 7 and 14 days before departure;
• or less than 7 days before departure.

Rerouting offered by the airline and the resulting arrival time may also affect compensation eligibility. (European Union)

12. Extraordinary Circumstances

An airline may not be required to pay statutory compensation where it establishes that the disruption resulted from extraordinary circumstances within the meaning of the applicable law.

Examples can include certain circumstances outside the airline’s effective control.

However:

Extraordinary circumstances do not automatically eliminate every passenger right.

Rights to reimbursement, rerouting or assistance may continue to apply even where compensation is not payable.

13. Flight Delays

A delay may trigger different rights depending on:

• length of the delay;
• route;
• departure circumstances;
• arrival delay;
• cause of the disruption;
• and applicable legislation.

For qualifying long delays, passengers may have rights to assistance and, in certain circumstances, reimbursement or compensation. (European Union)

14. Long Delay at Departure

Where a flight is delayed by five hours or more at departure, the applicable EU framework provides a right to reimbursement in qualifying circumstances.

Where the passenger is travelling as part of a connecting journey, the airline may also have obligations concerning return transportation to the original point of departure where applicable. (European Union)

15. Right to Care

Depending on the flight distance and delay, passengers may be entitled to assistance from the airline.

Assistance can include, where applicable:

• meals;
• refreshments;
• communications;
• accommodation;
• and transport between accommodation and the airport.

The precise entitlement depends on the circumstances and applicable law. (European Union)

16. Accommodation During Disruption

Where an overnight stay becomes necessary because of a qualifying flight disruption, the airline may be required to provide:

• hotel accommodation;
• and transport between the airport and accommodation.

Passengers should retain receipts for reasonable expenses where the airline fails to provide required assistance and the passenger has to make necessary arrangements themselves.

17. Missed Connecting Flight

Passengers may have additional rights where a connecting flight is missed because of an earlier flight disruption.

For EU compensation purposes, an important factor is whether the flights formed part of a single reservation.

Where qualifying flights form a single reservation and the passenger arrives at the final destination with a sufficiently long delay, compensation may be available if the relevant legal conditions are satisfied. (European Union)

18. Separate Tickets

Where two flights were purchased under separate reservations, the legal position may be different.

A passenger should not assume that a delay on one separately booked flight automatically creates a right to compensation or reimbursement for a second, separate booking.

The contractual structure must be examined.

19. Rerouting

Where the airline is required to reroute a passenger, the passenger may have the right to reach the final destination:

• at the earliest opportunity;
• or, where permitted, at a later date under comparable transport conditions.

The airline’s legal obligation depends on the circumstances and available options. (European Union)

20. Reimbursement

Where reimbursement is legally due, the passenger may be entitled to reimbursement of the relevant ticket cost.

For a qualifying cancelled flight, the passenger may generally choose between reimbursement and applicable rerouting options.

21. Compensation Is Different From Reimbursement

These are separate concepts.

Reimbursement

Return of the applicable ticket cost or qualifying travel expense.

Compensation

A separate statutory payment that may be due when specific conditions are satisfied.

A passenger may, depending on the circumstances, have rights to both reimbursement/rerouting and compensation.

22. Diversion to Another Airport

Where a flight is diverted to an airport that does not serve the same town, city or region as the airport originally booked, special passenger-rights rules may apply.

The European Commission’s guidance indicates that certain diversions are treated as cancellations, with corresponding passenger rights, while the airline may also be responsible for onward transportation. (European Union)

23. Departure From a Different Airport

If the airline changes the departure airport, the legal consequences depend on whether the airline provides appropriate transportation between the originally scheduled airport and the new departure airport.

Certain such changes may be treated under the cancellation framework. (European Union)

24. Baggage Rights

Passengers also have legal protection concerning:

• lost baggage;
• delayed baggage;
• damaged baggage;
• and destruction of baggage.

Baggage liability is governed principally by applicable international and EU rules, including the Montreal Convention and related EU legislation. (Mobility and Transport)

25. Delayed Baggage

Where baggage is delayed, passengers should report the problem to the airline promptly and obtain the relevant baggage report/reference.

Passengers should retain:

• baggage tags;
• boarding pass;
• receipts;
• baggage report;
• and evidence of necessary expenses.

26. Damaged Baggage

Where baggage is damaged, the passenger should notify the airline within the applicable legal deadline.

The applicable international rules may impose specific time limits for claims.

27. Lost Baggage

Where baggage is treated as lost, the passenger may have a claim against the responsible carrier under applicable international law.

The amount recoverable is subject to the applicable liability regime and its limits.

28. Passenger Rights for Persons with Disabilities or Reduced Mobility

EU Regulation 1107/2006 provides specific protections for passengers with disabilities and passengers with reduced mobility.

These include rights concerning:

• access to air transport;
• assistance at airports;
• assistance during travel;
• and protection against unjustified refusal of carriage.

The European Commission identifies these as a distinct area of EU passenger protection. (Mobility and Transport)

29. Requesting Assistance

Passengers requiring assistance should notify the airline, airport or relevant booking intermediary sufficiently in advance.

Travellin can transmit assistance-related information where its booking role permits, but the passenger should not assume that Travellin itself provides airport assistance.

30. Mobility Equipment

Passengers travelling with:

• wheelchairs;
• mobility devices;
• or other assistive equipment

may have additional legal protections.

Specific procedures should be followed when booking and checking in such equipment.

31. Children and Special Assistance

Passengers travelling with children or requiring special assistance should check the airline’s specific requirements before travel.

Additional rules may apply to:

• unaccompanied minors;
• infants;
• seating;
• mobility assistance;
• medical needs;
• and travel documentation.

32. Travel Documents

Passengers remain responsible for possessing valid travel documents unless the relevant obligation has been expressly assumed by another party.

These may include:

• passport;
• visa;
• residence document;
• entry permit;
• health documentation where legally required;
• and other destination-specific documentation.

Failure to have required documentation may affect passenger rights.

33. Passenger Fault

Statutory compensation does not automatically arise where the passenger caused the problem, for example through:

• late arrival at check-in;
• failure to comply with boarding requirements;
• inadequate travel documentation;
• or other circumstances attributable to the passenger.

34. Air Carrier Insolvency

Where an airline becomes insolvent, the passenger’s rights may depend upon:

• the payment method;
• applicable national law;
• insurance;
• package-travel protection where applicable;
• and the contractual structure.

Travellin does not represent that every flight booking carries insolvency protection.

35. Claims Against the Airline

Where the complaint concerns:

• cancellation;
• delay;
• denied boarding;
• baggage;
• compensation;
• assistance;
• or operational disruption,

the passenger should normally submit the claim to the responsible airline first.

Travellin may assist with booking-related information where appropriate.

36. Claims Through Travellin

Where Travellin is the intermediary through which the booking was made, the passenger may contact:

bookings@travellin.info

Travellin can assist with:

• booking identification;
• confirmation documents;
• supplier information;
• booking history;
• and communication with the relevant supplier where appropriate.

This does not mean that Travellin assumes the airline’s statutory liability.

37. Evidence to Keep

Passengers should retain:

• booking confirmation;
• airline ticket;
• boarding pass;
• baggage receipts/tags;
• delay or cancellation notification;
• emails;
• SMS notifications;
• photographs;
• receipts for necessary expenses;
• and correspondence with the airline.

38. Claim Procedure

A passenger should generally:

Step 1

Identify the operating carrier.

Step 2

Determine what happened:

• cancellation;
• delay;
• denied boarding;
• missed connection;
• baggage problem;
• diversion;
• or another disruption.

Step 3

Check whether the flight falls within the relevant passenger-rights regime.

Step 4

Submit the claim to the responsible airline.

Step 5

Retain evidence and the airline’s response.

Step 6

Escalate where appropriate if the airline does not provide a satisfactory response.

39. Airline Complaint Response

Current European Commission guidance states that where a passenger does not receive a response from an airline within two months, or is dissatisfied with the response, they may complain to the relevant national enforcement body in the country where the incident occurred. (European Union)

40. National Enforcement Bodies

EU Member States designate national enforcement bodies responsible for monitoring compliance with passenger-rights legislation.

Passengers who believe their rights have not been respected can contact the relevant body in accordance with the applicable jurisdictional rules. (Mobility and Transport)

41. Alternative Dispute Resolution

Where available, passengers may also use an appropriate alternative dispute-resolution mechanism.

Eligibility and procedures depend on:

• country;
• airline;
• consumer residence;
• transaction;
• and applicable ADR scheme.

42. Court Proceedings

Passengers retain any applicable right to pursue a claim before a competent court.

The applicable limitation period depends on the relevant national law.

EU guidance expressly notes that limitation periods for court proceedings vary between Member States. (European Union)

43. European Small Claims Procedure

Where its conditions are satisfied, an eligible consumer may consider the European Small Claims Procedure for a cross-border dispute.

The appropriate procedural route depends on the particular dispute and applicable jurisdiction.

44. Passenger Rights and Travellin’s Refund Policy

A passenger’s statutory rights against an airline are separate from Travellin’s general refund policy.

For example:

Customer voluntarily cancels a non-refundable ticket

→ airline fare rules may apply.

Airline cancels the flight

→ statutory passenger rights may apply.

Airline delays the flight

→ assistance and potentially compensation may apply depending on the circumstances.

These situations must not be treated as identical.

45. Passenger Rights and Booking Amendments

A passenger requesting a voluntary change is generally subject to the ticket’s fare conditions.

A passenger affected by an airline cancellation or qualifying disruption may have separate statutory rerouting/reimbursement rights.

46. Passenger Rights Are Not Waived by Travellin Terms

Nothing in Travellin’s:

• Terms & Conditions;
• Refund Policy;
• Booking & Supplier Relationship Notice;
• Affiliate Disclosure;
• or other Platform documentation

is intended to waive mandatory passenger rights.

47. Applicable International Rights

Depending on the journey, additional international legal instruments may apply, including the Montreal Convention concerning carrier liability for passengers and baggage.

The applicable international rules depend on the route and circumstances. (Mobility and Transport)

48. Non-EU Flights

Not every flight involving a non-EU country is covered by EU Regulation 261/2004.

The applicability must be assessed based on:

• departure airport;
• arrival airport;
• operating carrier;
• journey structure;
• and any applicable international or national law.

For example, an inbound flight from outside the EU to the EU operated by a non-EU carrier may fall outside Regulation 261/2004 even though other legal protections may apply. (European Union)

49. No Double Recovery

A passenger may be subject to rules preventing duplicate compensation or reimbursement for the same disruption under different legal regimes.

Where another country’s law has already provided benefits for the same event, this may affect the application of EU rights. (European Union)

50. Future EU Air Passenger Rights

The EU adopted revised air-passenger-rights rules in July 2026.

The European Commission states that the revised framework is expected to enter into force in summer 2027. Until the revised rules become applicable, the existing framework remains the relevant legal basis. (European Commission)

Travellin must therefore review this page before the revised rules enter into force and update the passenger-rights information, booking disclosures and claims workflow accordingly.

51. Important Travellin Platform Requirement

For every flight displayed or booked through Travellin, the booking architecture should retain, where technically available:

• operating carrier;
• marketing carrier;
• flight number;
• departure airport;
• arrival airport;
• scheduled departure;
• scheduled arrival;
• ticket type;
• booking reference;
• single-ticket/single-reservation status;
• baggage allowance;
• applicable fare conditions;
• cancellation conditions;
• passenger names;
• payment record;
• and supplier/airline terms applicable at booking.

This information is particularly important when determining rights following:

• cancellations;
• delays;
• missed connections;
• denied boarding;
• and baggage disputes.

52. Travellin’s Legal Position

Travellin does not contractually remove or restrict mandatory airline passenger rights.

Where an airline is legally responsible for:

• compensation;
• reimbursement;
• rerouting;
• care;
• baggage liability;
• or other statutory obligations,

those rights remain enforceable against the responsible carrier.

Travellin’s intermediary role does not convert the airline’s statutory obligations into Travellin’s obligations unless Travellin has independently assumed such responsibility.

53. Contact Travellin

For booking-related assistance:

bookings@travellin.info

For general enquiries:

info@travellin.info

For privacy matters:

privacy@travellin.info

Telephone: +420 732 844 855

BETZONE s.r.o. — Travellin
Maletín 9
789 01 Maletín
Czech Republic

IČO: 28802471
DIČ: CZ28802471

54. Official Passenger-Rights Information

For authoritative information concerning EU air passenger rights, passengers should consult the European Union’s current Your Europe guidance and the European Commission’s passenger-rights information. (European Union)

EU official air passenger rights — Your Europe

European Commission — Air passenger rights

55. Final Legal Statement

This page provides general information and is not a substitute for assessing the individual flight, route, operating carrier, booking structure and circumstances of the disruption.

Passenger rights are determined by the legislation applicable to the particular journey.

Nothing in this document is intended to exclude, limit, waive or contract out of any mandatory statutory passenger or consumer right.

Where mandatory law provides a greater protection than this page or any Travellin contractual document, the mandatory legal protection prevails. (EUR-Lex)