You booked your flight tickets by yourself
If you booked your flight tickets by yourself and your flights gets cancelled, you can check the European Air Passengers rights to see which action can be taken.
The Travel Team has booked the flights* for you
The airline company should inform our Travel Team when the flight is cancelled. In that case, the Travel Team will contact you and follow-up on the situation via e-mail.
However, it might happen that the Travel Team is not informed by the airline company, but you might see it while check-in online or at the airport directly. In this case, you will need to contact our Travel Team directly via the “Submit a request” page and selecting the option “Travel Booking”. You can also check the European Air Passenger rights, to see what you can expect from the airline in terms of assistance.
What if my luggage gets lost?
If you want to file a complaint for lost or damaged luggage, you should do it in writing to the airline within 7 days, or within 21 days of receiving your luggage if it was delayed. There is no standard EU-wide form.
- If your checked-in luggage is lost, damaged or delayed, the airline is liable, and you’re entitled to compensation up to an amount of approximately EUR 1 220.
However, if the damage was caused by an inherent defect in the baggage itself, you’re not entitled to any compensation.
- If your hand luggage is damaged the airline is liable if it was responsible for the damage.
- If you’re travelling with expensive items, you may, for a fee, request a higher compensation limit (in excess of EUR 1 220). To do this, you should make an advance declaration to the airline at the latest when you check in. However, to ensure you have sufficient coverage, it’s advisable to take out private travel insurance.
* The DiscoverEU initiative is a rail-based initiative. However, travellers living in the Outermost Regions, Cyprus, Malta, Iceland, Ireland can receive flight tickets; as well as these travellers who live in very remote locations and where it would take over 18 hours of ground transport to get to the nearest bordering country.
Another exception is for travellers who wish to visit insular countries (Cyprus, Malta, Iceland and Ireland). If you wish to visit one of these countries, you can contact us via the “Submit a request” page as well to book your flight trip. For these flight travels, places are limited and given on the first come, first served bases.