Air passenger rights
Air passenger rights: what you need to know
A delay, a cancelled flight or denied boarding is something almost every traveller faces sooner or later. In such cases passengers have rights set out in EU rules, an international convention and Russian law. Below is a short guide: what compensation Regulation (EC) No 261/2004 provides, what the Montreal Convention 1999 covers, what the Air Code of the Russian Federation says and what to do right there at the airport.
A boarding pass is not rubbish once you land. Until your trip is over, it is the key document for any claim.
This is a reference guide, not legal advice. We describe the general rules; check how they apply to a specific flight, time limits and claim procedures in the text of the documents and with the carrier.
Compensation under EU Regulation 261/2004
| Distance | Compensation | Condition |
|---|---|---|
| Flights up to 1500 km | 250 € | Cancellation, arrival delay of 3 hours or more, or denied boarding, unless caused by extraordinary circumstances |
| Intra-EU flights over 1500 km and other flights of 1500–3500 km | 400 € | The same cases, unless caused by extraordinary circumstances |
| Flights over 3500 km | 600 € | The same cases, unless caused by extraordinary circumstances |
What to do if your flight is delayed or cancelled
- Keep your boarding pass, ticket and booking confirmation
- Ask the carrier's representative for the reason for the delay or cancellation and request written confirmation
- During a long wait, ask about meals and means of communication: under the EU Regulation, passengers are entitled to them
- Keep receipts for food, calls and other necessary expenses
- Photograph the departures board showing your flight information and note the actual arrival time
- After the trip, send the carrier a written claim with copies of your documents and receipts
Russia: the Air Code
In Russia, passenger rights are governed by the Air Code of the Russian Federation. Under Article 120, for late delivery of a passenger to the destination the carrier pays a penalty of 25 roubles for each hour of delay, but no more than 50% of the fare.
The procedure is the usual one: keep your boarding pass, ticket and receipts and send the carrier a written claim. For details and exceptions, see the text of the Code.
Baggage and the Montreal Convention
On international carriage, the carrier's liability for baggage and delays is governed by the Montreal Convention 1999. If your baggage does not arrive or is damaged, report it to the carrier straight away at the airport and get written confirmation of your report.
Keep your baggage tag, boarding pass and receipts for essential purchases: without them it is harder to prove your expenses. It is always best to keep valuables, documents and medicines in your hand luggage.
Related sections
- Transport
Train, bus, ferry, plane and car: when each works best and what to keep in mind on the way.
- Trip planning
How to plan an independent trip step by step, with common mistakes, alternatives and a checklist.
- Travellers' questions
Answers to common questions before a trip, on the road and about flights. Plus the article catalogue.
Sources
- Regulation (EC) No 261/2004
- Montreal Convention 1999
- Air Code of the Russian Federation (Art. 120)
Information is current as of the date of preparation. Entry rules, timetables, prices and carrier terms change, so check them with official sources before you travel.