Travel and holidays

Air flights, a guide to passenger rights in Italy and beyond

Delays, cancellations, denied boarding or baggage damage: AirHelp's advice on how to get compensation

by Redaction Rome

27 June 2024

3' min read

Key points

Delay or cancellation
The "proofs"
Strikes
lost and damaged luggage

3' min read

From delays to cancellations via denied boarding. There are many mishaps that can occur when travelling by air, especially in the summertime when the volume of traffic reaches its peak. That is why it is good to be informed about your rights regarding refunds and compensation. AirHelp, a company specialising in passenger assistance, has published a guide to the relevant regulations starting with Regulation (EC) No 261/2004, which protects the rights of air travellers. Here is what you need to know.

Delay or cancellation

In case of delay or cancellation, depending on the timing of the disruption, the airline should provide compensation for the disruption caused. If the delay is less than two hours there is no compensation, as well as if the notification of the cancelled trip arrives before 14 days from the aprtence. Above these thresholds (delays of more than two hours and cancellation and notice beyond 14 days) a refund of up to 600 euro can be obtained..

If you cannot fly because of flight changes, AirHelp reminds you, you are entitled to an alternative flight or a full refund of your ticket. The indispensable expenses incurred to cause of a disruption must be reimbursed. "Airlines," reads the guide, "may offer vouchers or airline miles when they should instead pay in money. Always ask for cash compensation'..

The "evidence"

AirHelp then urges you to gather "evidence" to support your complaint: keep any text messages, emails or notifications you receive from the airline; keep your boarding pass (and those of alternative flights); photograph any flyers or information boards that shows the disruption to your flight; make a note of your arrival time at your final destination; keep receipts for any purchases you have made; request that the airline report the cause of the disruption.

Strikes

Airlines are obliged to pay compensation when they are responsible for the disservice. Thus in cases of strikes by pilots, cabin crew, flight engineers and airline personnel. They are not liable for disruptions caused by strikes of airport or border security, baggage handlers, traffic controllers airline. The airline should provide assistance during a strike. Food and drink after a few hours, accommodation in case of a delay lasting the whole night, an alternative flight to the destination (or a refund) .

lost and damaged luggage

Before travelling and checking in your luggage, it is a good idea to photograph it: this helps strengthen the claim in case of problems. If luggage is lost or damaged, the airline is obliged to resolve the problem thanks to the Montreal Convention, a treaty that protects luggage rights on international flights between more than 140 countries. The first thing to do is to s report the problem immediately to the baggage counter and obtain a Baggage IRegularity Report (Pir).

If luggage or its contents are damaged, airlines must repair, replace or pay for the damage. The claim must be sent within 7 days of arrival. If baggage is delayed, airlines must reimburse the cost of essential items until the baggage is returned. Complaints must be made within 21 days. If baggage is declared lost, airlines must pay the value of all lost items. Claims must be submitted within 2 years..

The rights that the traveller can assert depend on the place of departure of the flight or the destination, regardless of the country of origin. For flights to, from and within Europe in the event of delays, cancellations, denied boarding or schedule changes you can get up to €600. The 1999 Montreal Convention, which applies to all international flights between the more than 140 countries that have adopted it, provides for reimbursement of up to 7 thousand dollars in the event of delays and cancellations.