Passenger rights

A canceled or delayed flight? A denied boarding? Check your rights as an airline passenger.

Terms & conditions

Annulation

In case of cancellation of flight, the passenger has the choice between:

Rerouting via another flight.
- The airline takes care of the passenger while waiting (catering, accommodation, transfers between the accommodation and the airport).
Ticket refund.
- In the event of departure of a flight via a connecting flight, the cost of the flight back to the initial point of departure may be covered.

In the event of cancellation, the passenger has the right to compensation, except:

If the passenger is notified two weeks before departure or in case of shorter delays, if another flight is offered at a time close to the initial timetable.

Delay

Passengers can obtain assistance (catering, accommodation, transfers between the place of accommodation and the airport) in the event of delays in the departure of a flight for a duration of:

Two hours or more for flights up to 1500km,
Three hours or more for flights of 1500km to 3500km
Four hours or more for flights over 3500km.

Four hours or more for flights over 3500km.
Passengers are entitled to a refund if the delay in departure is at least 5 hours. They can also request a return flight to their initial departure point in the event of a delay in connecting flights.

The passenger may receive compensation if he or she reaches their final destination three hours or more after the originally scheduled time of arrival.

Denied boarding

In case of overbooking, the passenger may be denied boarding.

The airline must call on any volunteer passenger who agrees to forego boarding.

The passenger refused may:
- Choose another flight or get the ticket refunded,
- Benefit from being looked after by the airline during the waiting period (catering, accommodation, transfers between the accommodation and the airport),
- The right to compensation
The voluntary passenger may:
- Choose another flight
- Get the ticket refunded if he decides not to choose another flight.

For more information about delays and cancellations or denied boarding, please consult the Passenger Complaint Assistant on the Ministry of Ecological and Solidarity Transition website.