In case of a flight delay of more than 2 hours you are entitled to receive meals and refreshments in reasonable relation to the waiting time. You are also entitled to two phone calls or e-mails during the waiting period, free of charge. For longer delays there is a possibility to receive a compensation for hotel accommodation and transport to and from the hotel. If the delay would exceed 5 hours the passenger is entitled to cancel their reservation and get a refund of their ticket.
In case of longer delays the passenger may be entitled to a compensation according to the judgement of the EU court in the case C-432/07, Sturgeon. Remember to save your receipts!
In case of a flight cancellation we will offer you two options:
Assistance will be offered in the form of compensation for additional costs in reasonable proportion to the waiting time. These additional costs can, for example, be for meals, hotel accommodation and transport to and from the hotel, if this becomes relevant. In case of cancellation you also have the right to make two telephone calls or send two telex, fax or e-mails free of charge.
You are entitled to a compensation by the air carrier unless you are informed about the cancellation:
If we have not informed that your flight is cancelled no later than seven days prior to the departure time, and the flight to which the passenger is re-booked departs more than an hour earlier or arrives more than two hours later than the original flight, and if the flight cancellation is not due to extraordinary circumstances that could not have been avoided by the airline even if all reasonable measures were taken, the passenger may in some cases be entitled to compensation of 250 EUR.
Such extraordinary circumstances might occur in cases of:
If you choose to cancel your reservation you are entitled to a refund of the unused flight ticket and, in relevant cases, - a return flight to the first departure point as soon as possible. You then need to contact us at +46 (0) 770-790 700 or by email callcenter@populair.com.