What are assistance services under the Air Passenger Rights Regulation (EC) 261/2004?

In addition to compensation, airlines must also offer assistance services in the event of flight irregularities. The duty to provide assistance exists regardless of whether the airline can be exempted from paying the compensation payment in exceptional circumstances. The airline must therefore also provide you with support services if the flight is delayed or cancelled due to a strike or adverse weather conditions, for example, or if you as a passenger are affected by overbooking.
The airline should offer the following services to its passengers free of charge in the event of a flight irregularity:

  • meals and refreshments in reasonable relation to the waiting time
  • Two telephone calls
  • Hotel accommodation (if an overnight stay becomes necessary)
  • Transport to hotel accommodation and back to the airport

The point at which passengers are entitled to assistance depends on the flight distance:

For a flight distance of less than 1500 km, passengers are entitled to assistance from a delay of 2 hours, for a distance between 1500 and 3500 km from 3 hours, and for a distance over 3500 km from 4 hours.

If the assistance services are not provided by the airline, passengers should collect and keep the receipts for the expenses and then claim them from the airline. Of course, refund.me will be happy to assist you with this. In addition to your claim to the compensation payment, we will help you to claim a refund of your expenses for meals at the airport during the waiting time, for hotel accommodation in case of delays to the next day and for replacement flights (care and support services).

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NOTE: We first check each new case against EU law. If there is no positive result here, we also check under the passenger flight right laws of Canada, India, Turkey, Ukraine.