What to do if your flight is delayed

A flight delay or cancellation… Admit it, it sounds unpleasant even in words. To imagine the situation in reality is even worse! First, you make plans and spend time packing your suitcase, only to arrive at the airport and not see your longed-for flight on the departure board. It's certainly not pleasant. 

However, cast aside the panic! We will now tell you about the main reasons for flight delays, what to do in such a case, and how to avoid it. 

How to find out about a flight delay or cancellation

As a rule, the “good news” arrives via email or SMS. If you are already at the airport, cancellations or delays are usually announced over the loudspeaker. 

Reasons for flight delays

Reasons vary: from weather conditions to human factors. The latter can include both the crew's unreadiness for the flight and scheduling errors. In any case, this is done to ensure passenger safety and resolve all issues on board.

In general, reasons for delays can include anything within and beyond the airline's control. As they say, sometimes shit happens.

Passenger rights and airline obligations in case of flight delays in Russia

It doesn't matter what kind of flight you have — charter or regular, whether it's operated by a major carrier or a low-cost airline — all passengers have the same rights. Only the waiting time differs. A delay of an hour or two is usually not so critical, but a long, multi-hour wait is certainly not like a pleasant get-together with friends. So what rights does a passenger have in case of a delay? Let's tell you.

• Regardless of the delay duration , passengers with children under seven years old must be provided with a mother and child room. 
• For a two-hour delay, passengers are offered free drinks. In case of a four-hour delay, free meals. Passengers are usually given a voucher for a certain amount to one of the airport restaurants. 
• The airline provides a hotel and organizes transfer to it if the flight is delayed for six hours at night or eight hours during the day. 
• If you do not have means of communication, the airline provides the opportunity to send two emails or make two free calls for flight delays of two hours or more.
• In case of a flight delay or cancellation, all passengers are given the option to check their luggage for free storage.
• A passenger can fly on another flight of the airline without additional payment, if such an option is offered.

If you wish to refuse the flight, the airline may offer a voucher for a future flight. However, since May 1, 2020, you can refuse this service and demand a refund. 

Passenger rights and airline obligations in case of flight delays in Europe

Essentially, the rights and obligations for flight delays in Europe are very similar to those in Russia. However, there are a few differences. Let's explain in more detail. 

If a flight is delayed within the European Union, rights are regulated by European Parliament and Council Regulation No. 261/2004. This document emphasizes not only the flight duration but also the distance between the departure and arrival points.

• In case of a flight delay, the passenger is offered free airport services: after two hours of waiting, you can receive drinks and meals if the distance between the departure and arrival airports is 1,500 km. If you wait for your flight for four hours, the distance does not matter.
• If the flight is postponed to the next day, the airline pays for a hotel room and transfer to it.
• Just like in Russia, a passenger can fly on another flight of the airline without additional payment, if such an option is offered.
• If the flight delay is more than five hours, you can request a full refund of the air ticket cost or a transfer to another route towards your final destination. An alternative option is to receive a voucher and spend it on a future flight.

You can also claim compensation. It is provided only if the flight delay occurred due to the airline's fault and lasted more than three hours.

What to do in case of a flight delay

Don't rush to panic and argue with airport staff (they are clearly not to blame here). Angry comments on social media won't bring the desired result either, although they might provide immense satisfaction. Therefore, let's make life easier for all passengers and offer a step-by-step guide: what to do if your flight is delayed. 

• Find an airline representative. Often, they can be found at the check-in counter, at the airport ticket office, or at your gate. If you can't find one, you can always call or write to the airline or ask airport staff.

• Get a flight on Kupi.com delay stamp. It is placed by an airline representative or airport employee. It is very important to approach them and ask for the stamp in person. Because, unfortunately, no one will come to you on their own. 

It is important that the stamp is placed on the itinerary receipt (oh yes, this is one of those cases when a printed document comes in handy!). Stamps for the issuance of drinks and meals are also placed here.

• Get a voucher for meals/drinks/hotel depending on how long the flight is delayed. 
• And clarify with the airline employee what happened. It won't hurt. 

You can pass the time at the airport in several ways: stroll through the air hub or relax in the departure area watching your favorite series or reading an interesting book. Besides duty-free, many airports have shops with branded goods and souvenirs. As a last resort, you can always stop for a snack at a cafe or restaurant.

How to get compensation

A flight delay — is definitely not the most pleasant phenomenon. Moreover, it is accompanied by additional financial costs. In general, it's a complete waste of money and time (even out of context, it doesn't sound encouraging). It is for this case that financial compensation is provided according to the Federal Aviation Regulations.

It is important that the main condition for compensation is the cancellation or delay of a flight due to the airline's fault. Such circumstances may include: 

• the crew or aircraft is not ready for the flight; 
• errors or changes in flight schedules;
• passenger denied boarding due to overbooking;
• flight canceled by airline management.

Therefore, if the aircraft did not depart on time due to weather conditions or any other circumstances beyond the airline's control, no financial compensation is due.

To receive compensation, you must submit an application to the airline. It's simple: attach the following documents to your application:

• boarding pass;
• document confirming the delay or cancellation;
• correspondence with airline representatives.

Okay, that's clear. What about the compensation itself? How much money is due?

Answer: compensation for each hour is 25 rubles. It is important that it cannot exceed 50% of the ticket price if the flight was canceled or delayed due to the airline's fault. In case of cancellation due to coronavirus restrictions, no compensation is provided.

Due to a flight delay, I missed my connecting flight. What should I do?

It depends on how you bought the ticket. 

Option 1. You bought a single ticket that includes a layover. For example, Moscow — Yerevan with a layover in Sochi. In this case, the airline is responsible and will provide you with a seat on the next available flight to your required destination. 

Option 2. You bought two separate tickets, choosing the layover city yourself. In this case, the airline is not responsible and, unfortunately, will not cancel the next flight. The ticket will be voided due to the missed connection.

The airline did not provide a hotel and meals. What to do?

Yes, this also happens. Don't rush to get upset in advance — the situation is not hopeless. Therefore, we share advice on what to do in such a case. 

Unfortunately, at first, you will have to pay for the room out of your own pocket. We advise collecting all receipts and documents confirming that you paid for food, drinks, and a hotel room while waiting for your flight. The most important condition: do not forget to get a flight delay stamp from the airline representative. 

Upon arrival, submit an application to the airline — this is where all your receipts will come in handy to get back the money spent during the flight delay. Some airlines allow you to submit a refund application on their official website. In such a case, all receipts and documents must be scanned and attached to the application.

We hope that we have answered all your questions. And finally, a reminder of the main advice: if your flight is delayed, do not forget to get a delay stamp. We wish you pleasant travels without delays or cancellations!