Flight chaos: How those affected get their compensation in the event of flight problems
Thousands of passengers are currently affected by flight cancellations and delays and hope to get compensation payments
Consumer rights activists are putting pressure on politicians to simplify compensation procedures.
AirHelp, the air passenger rights organisation, explains what passengers need to bear in mind during the process
Berlin, XX June 2022 – For weeks, airlines have had to cancel thousands of flights due to staff shortages: chaos at the airports. While consumer advocates and politicians are calling for the compensation process to be simplified and digitalised, air passenger rights organisations are reporting an increase in enquiries. This is because those affected lack the time and patience to deal with the complicated process. Julián Navas, legal expert at AirHelp (www.airhelp.de), puts the situation in perspective and explains what passengers can do to claim compensation.
Compensation procedures are complicated and time-consuming
Many airlines, such as Lufthansa or Easyjet, now offer their passengers to apply for compensation for delayed or postponed flights online - for this you need all the relevant information on the booking of the flight. It is impossible to say how quickly the airlines will process the requests and whether compensation will be paid.
"Airlines are currently not obliged to offer the compensation process online. Airlines that continue to handle the process with a lot of paperwork and by post are saving themselves a lot of compensation payments from passengers who have neither the time nor the inclination to do so. The fact that many affected passengers do not know their air passenger rights also plays into the airlines' hands: as long as passengers do not make the effort to find out for themselves whether they are entitled to compensation and how they can enforce their claims, the airlines are not obliged to make payments.
With most airlines, affected passengers have to fill out various forms, sometimes even send them by post, and in the end still receive cancellations without giving any reasons or even no response at all. If there really is a claim, but the airline does not want to pay, the only option is to take legal action, which many passengers shy away from - after all, they have to pay at least the lawyer's fees themselves," says Julián Navas.
European Air Passenger Rights Regulation EC 261/2004 obliges airlines to pay compensation
"Consumers:inside who are affected by cancellations and delays caused by staff shortages, and have reached their destination more than three hours later than planned, have a right to compensation and should take the time to claim it. Compensation of up to 600 euros is possible. We offer consumers the opportunity to check whether they are entitled to compensation or not, free of charge and with just a few clicks on our website.
We also represent customers in court if necessary and enforce their rights with the help of our lawyers. They only have to pay a fee if they receive compensation, so they don't have to pay lawyers' fees or court costs," explains Julián Navas.
Passengers have these rights
Flight cancellations and delays can entitle passengers to compensation payments of up to 600 euros per passenger. The amount of compensation is calculated according to the length of the flight. The rightful compensation claim depends on the actual length of delay at the point of arrival as well as the reason for the cancelled or delayed flight. Affected passengers can enforce their compensation claim retroactively, up to three years after their flight date.
Exceptional circumstances such as severe weather or medical emergencies can have the effect of exempting the operating airline from the compensation obligation. Announced as well as unannounced strikes at the airline are not part of this.
About AirHelp
AirHelp is the world's largest air passenger rights organisation. Since its foundation in 2013, the company has been helping travellers to enforce compensation for delayed or cancelled flights and in the event of denied boarding. In addition, AirHelp takes legal and political action to further strengthen the rights of air passengers worldwide. The company has already helped more than 16 million people and operates worldwide.