Cancelled flights


You can choose to rebook free of charge or get a full ticket refund if your flight is cancelled. In some situations, you may be entitled to compensation.

How we help you

If your flight is cancelled, we’ll do our best to keep you updated with the very latest information on your flight via SMS to the phone number registered at the time of booking.

We'll also provide help in line with EU regulation 261/2004 – a set of common rules all European airlines follow.

Rebook or refund

If your flight has been cancelled, you can choose from one of the following two options:

  1. Rebook your flight
    You can choose to rebook to a later flight to the same destination (including onward and return flights with us) where there are seats available.

    Rebook your flight online.

  2. Refund your unused ticket

    If you not longer want to travel, you can claim for a refund of your unused ticket, including any onward flights and your return journey (provided they're with us). 

    Claim for a refund of your unused ticket online.

Right to care – meals and accommodation

You are entitled to the following in relation to your waiting time, within reasonable limits:

  • meals and refreshments
  • overnight accommodation (if you’re offered a flight the next day and you’re not able to arrange private accommodation)
  • transport to and from your accommodation and the airport
  • 2 telephone calls

Make sure you hold onto the original receipts. You may be asked to provide them when making a claim.

Want to claim for expenses? Submit your claim for expenses online.

Compensation

Your right to compensation will depend on whether the reason for the cancellation is within our control or not.

If your cancelled flight is considered to be within our control, you may be entitled to compensation in line with EU regulation 261/2004.

Circumstances out of our control

We are not able to offer compensation if your flight is cancelled because of extraordinary circumstances that could not be avoided, even if all reasonable measures are taken.

Circumstances outside of our control include:
  • weather conditions (including weather conditions that affected earlier departures)
  • technical problems that occur unexpectedly and are considered a risk to flight safety
  • strikes or other types of work conflict that cause operational problems
  • allocated slots due to restrictions by Air Traffic Control
  • unexpected illness of airline crew
  • other unforeseen circumstances that represent a safety hazard and are beyond our control

Circumstances within our control

You may be entitled to compensation if your flight is cancelled because of circumstances within our control.

Circumstances within our control include:
  • scheduled flight program changes for commercial reasons, or other reasons within the airline’s control
  • foreseeable technical issues and staff shortages
Compensation is calculated according to the length of your journey:
  • 250 Euro for flights of 1500 km or less
  • 400 Euro for flights between 1500 and 3500 km
  • 600 Euro for flights over 3500 km
You are not entitled to compensation if:
  • We provided sufficient information on the cancellation of your flight no less than 2 weeks before the scheduled departure of your flight.
  • We provided information on the cancellation of your flight between 2 weeks and 7 days before the original scheduled departure time and you are offered an alternative route, departing a maximum of 2 hours earlier than the scheduled departure of your original flight and arriving at your destination no later than 4 hours after your originally scheduled arrival time.
  • We provided information on the cancellation of your flight no more than 7 days before the original scheduled departure time and you are offered an alternative route, departing a maximum 1 hour earlier than the scheduled departure of your original flight and arriving at your destination a no later than 2 hours after your original scheduled arrival time.
The compensation you are entitled to may be reduced by 50% if:
  • Your flight is less than 1500 km and you are offered an alternative route with a flight departing earlier than 1 hour before the scheduled departure of your original flight, and arriving at your destination no later than 2 hours after your original scheduled arrival time.
  • Your flight is between 1500 and 3500 km, and you are offered an alternative route with a flight departing earlier than 1 hour before the scheduled departure of your original flight, and arriving at your destination no later than 3 hours after your original scheduled arrival time.
  • Your flight is over 3500 km, and you are offered an alternative route with a flight departing earlier than 1 hour before the scheduled departure of your original flight, and arriving at your destination no later than 4 hours after your original scheduled arrival time.

You can claim for compensation online for flights cancelled because of circumstances within our control.

Get SMS updates

Register your mobile phone number by clicking the 'view details' link for your flight on our flight status page (from 2 days before departure) and we'll send you an SMS with any important updates on your flight.

  • If you already gave us your number when booking, we'll send you the SMS updates automatically.

Just want to check the status of a flight? See our flight status page.