Passenger Rights: When You’re Eligible

Under EU Regulation 261/2004, air passengers are protected in cases of cancellations, delays, denied boarding, or downgrading.However, to qualify for these rights, certain eligibility conditions must be met.

You are eligible for EU261 rights if:

• Confirmed Reservation: You hold a valid booking on the flight.
• Checked In on Time: You complete check-in as instructed by the airline, or at the latest 45 minutes before scheduled departure if no time is stated.
• Publicly Available Fare: Your ticket was purchased at a publicly available fare, either directly or indirectly (including frequent flyer rewards).
• Flight Route & Airline:
  • Your journey departs from any EU airport, regardless of the airline, OR
  • Your flight is operated by an EU-based airline and departs from a non-EU country to the EU (unless local non-EU regulations apply instead).

Above listed eligibility criteria ensure the following Care and Assistance Claims

1. Meals, Snacks & Refreshments

   What you can claim:

   During long delays or waiting periods, the airline must provide meals or refreshments appropriate to the waiting time (e.g. vouchers or direct service). If the airline does not fully provide, you may pay and later claim reimbursement.

   To claim:

   • Keep original receipts / bills.
   • Make sure you purchased such items only because the airline failed to provide them.
   • Submit within the airline’s claim period.

   If no receipt:

   • Some airlines may offer a forfait (flat allowance) to cover standard meal costs.
   • For example, KLM calls these “unforeseen expenses” and allows you to request reimbursement for extra costs like a lunch or phone call.
2. Communications (Phone, Email, Internet)

   What you can claim:

   Airlines must provide you access to two free communications (calls, emails, or texts). If they don’t, you may use your own means (phone card, mobile call, data) and later submit receipts.

   To claim:

   • Show your phone / call bills, SMS logs, or internet usage receipts.
   • Highlight that the airline did not provide alternative free communications.

   If no receipt:

   • Some airlines may reimburse a modest fixed sum for communications (if no proof).
   • But this is at the discretion of the airline and depends on their policy.
3. Hotel / Accommodation & Transport to/from Hotel

   When this applies:

   • Flight is delayed overnight or rescheduled to the next day.
   • You are not responsible for the delay (i.e. extraordinary circumstance).

   What you can claim:

   • Hotel cost (room, taxes) for the nights you would not otherwise require lodging.
   • Transfer costs between the airport and the hotel (e.g. shuttle, taxi).
   • Basic utilities, if absolutely necessary (e.g. water, electricity) under some policies.

   To claim:

   • Keep the hotel invoice (breakdown) and transport receipts.
   • Ensure the hotel was booked due to the airline's inability to continue travel that day.
   • Request the airline to confirm, in writing, you are eligible.

   If no receipt or loss of receipts:

   • Many airlines pay a forfait amount (pre-set per night) when no receipts are presented.
   • But this flat amount is typically less than actual cost and depends on airline policy.

   Note for connecting missed flights:

   If a delay causes you to miss a connection, and you must stay overnight in a transit city, airlines should cover hotel + transfers even if no cash compensation is due (as part of care entitlement).

4. Rebooking / Alternative Transport or Full Refund

   This is not expense reimbursement but your right to not be stranded.

   Always applicable:Even in extraordinary circumstances, you should never be left stranded.

   What must airline do:

   • Offer rebooking on the earliest available flight (same or alternative carrier).
   • Or provide a full refund of unused journey parts if you choose not to continue.

   No receipt needed : this is an entitlement, not a “reimbursement.”

5. Baggage Shift / Baggage-Related Expenses

   What you can claim:

   • If your baggage is transferred between flights due to disruption and becomes delayed, you may incur immediate essentials costs (toiletries, clothing).
   • Airlines must reimburse reasonable costs if you submit receipts.

   To claim:

   • Invoice / receipts for purchases made while baggage was delayed.
   • Documentation showing baggage delay (baggage tag, airline notice).

   If no receipt:

   • Some carriers permit a modest flat allowance for essentials if receipts are lost or unavailable.
6. Vouchers / Coupons & Residual Value

   Sometimes airlines issue meal vouchers, hotel vouchers, or transport coupons. But:

   • If you accept such vouchers, they may reduce or offset your entitlement.
   • If the voucher doesn’t cover full cost, you can still claim reimbursement of the remaining difference (with receipts).
   • If you lose the receipt or voucher, the airline may only pay a standard difference (forfait) based on their policy.