Flight Delay or Cancellation: What Does the Airline Owe You?

Lately, there's no guarantee that your flight will depart on time or even depart at all. But more and more airlines are opening flights abroad and within Russia, so we're telling you what they owe you in case of a flight delay or cancellation. 

Even knowing what to do in such a situation, you might involuntarily get confused. That's normal. The main thing is that you have a ticket – it's a contract between you and the airline, which means you won't be left hungry. However, different airlines have their own set of obligations, which also depend on the country where you encountered the problem. Currently, during the pandemic, carriers are accommodating passengers and offering more flexible conditions for flight ticket refunds and exchanges. Pay attention to this when purchasing. 

Flight Cancellation or Delay in Russia

If you encounter a flight cancellation or delay at a Russian airport, you are entitled to:

• drinks for a 2-hour delay, hot meal for a 4-hour delay;
• transfer and hotel room for an 8-hour daytime delay or 6-hour nighttime delay;
• 25 rubles for each hour of delay due to the airline's fault, but no more than half the ticket price;
• if the flight is international, you can claim compensation under the Montreal Convention or EU Regulation No. 261/2004.

Also, the airline is obliged to offer you an alternative flight at their expense if the desired flight cannot depart at the scheduled time. If this option does not suit you for some reason, you will have to wait for your flight to depart, or refuse the flight altogether – the choice is yours. 

If you purchased an airline ticket before May 1, 2020, the airline may only offer a voucher; if after May 1, 2020, you can claim a full refund. More details in Resolution No. 991.

Where Russian Airline Rules Apply

• On domestic flights of Russian airlines
• On international flights of Russian airlines. However, the Montreal Convention also applies here, and if opinions differ on any issue, international norms take precedence.
• On flights of foreign airlines, but only if specified in the contract. 

You can read about your rights in the Federal Aviation Regulations (paragraphs 74, 99, 227); the Air Code of the Russian Federation (Article 120); the Montreal Convention (for international travel).

Delay, Flight Cancellation, and Overbooking in Europe

If you are stuck in Europe, your flight is delayed, or you are denied boarding due to overbooking, the situation is almost similar. 

1. You are entitled to drinks and meals for a 2-4 hour delay, as well as a hotel and transfer if the flight is postponed to the next day. 
2. Compensation of 250-600 euros – if due to a flight delay you arrived at your destination 3 hours or more late; 125-600 euros – if the flight was changed less than 2 weeks in advance; 250-600 euros – if you were denied boarding due to overbooking. Does not apply to flights canceled due to coronavirus. The amount of compensation depends on the distance of your flight. 
3. You can fly on another flight without extra charge if the airline offers one, or refuse the flight altogether and get your money back. In case of a refund or exchange, the airline may offer a voucher, but you can decline it if you don't need it. 

What rules apply to passengers and carriers abroad? 

• EU Regulation No. 261/2004 (Articles 4-9). Applies within the EU to all flights within the EU, as well as to flights arriving in the EU if operated by European carriers. 
• Montreal Convention.
• European Commission regarding the COVID-19 situation.

Asia and Africa

Aviation laws in Asian and African countries differ; only basic rules regarding food, hotel, and ticket refunds are similar to generally accepted ones. Often, everything depends on the specific airline. 

Flight Delayed or Canceled. What to Do?

So, the situation has already occurred at the airport. What you need to do: 

1. Find an airline representative (usually at the boarding gate or check-in counter), and find out the details of the cancellation or delay. 
2. Ask for a stamp confirming the delay or cancellation on your boarding pass or itinerary (if printed). In Europe, you don't need to chase a stamp, except if you were denied boarding due to overbooking. 
3. Based on the information received, find out what you are entitled to in this case (depending on the country and airline). Politely remind the representatives of the carrier's obligations if they are not quick to fulfill them. Unfortunately, this sometimes happens. 
4. If your flight was canceled, find out what the airline offers in return. Are these options unsuitable? Return the ticket right there and get its full cost back.
5. If the carrier refuses to feed or water you, you will have to dine at your own expense. But keep all receipts to then send an official letter to the airline demanding compensation. This also applies to hotel and transfer.

If you were notified of a flight change or delay in advance by email, there are not many options. You can either refuse the flight altogether by requesting a refund, or exchange your ticket for another flight and request compensation. 

Compensation for Flight Cancellation

There's a subtle point here. Compensation will be paid if the flight delay or cancellation occurred due to the airline's fault. This could be technical reasons, lack of crew or aircraft, or aircraft malfunction. This applies to all countries. However, if the delay or cancellation was influenced by force majeure circumstances – there will be no compensation.

For example, weather conditions and natural disasters; military actions; unscheduled strike (only in the Russian Federation); flight restrictions from the state; other circumstances threatening life or health; COVID-19 epidemic. 

In the case of coronavirus, if the state prohibited the flight's departure, the airline is not obliged to pay you compensation, but you have the right to fly on another flight without extra charges or request a full refund of the ticket price.

In general, in any unclear situation, look for an airline representative; only they can shed light on the situation and explain your next steps.