The departures board shows «Delayed» next to your flight. Half an hour passes, then an hour, then a new time is announced. Most of us just wait. Yet passengers have specific rights, and knowing them helps you get through the situation calmly and with fewer losses.
What to do first
- Ask for the reason. Find out at the check-in desk or the gate why the flight is delayed. For compensation there is a big difference between weather and a technical fault.
- Collect evidence. Photograph the board, announcements and your boarding pass. Note the actual landing time.
- Keep receipts. If you pay for food, transport or a hotel yourself, you'll need receipts to claim the money back.
- Don't sign in a hurry. You may be offered a voucher or bonus. Before accepting, make sure you're not giving up your right to cash compensation.
Which rules apply?
Your rights depend mainly on where you fly from and which airline you fly with. There's no single rule for everyone.
EU rules (EC 261/2004)
These are among the strongest passenger protections in the world. They apply when:
- you depart from an airport in the EU, whatever the airline's nationality;
- you fly into the EU on a European airline.
For example, a return flight from Prague to Baku is covered. A flight from Baku to Vienna is covered only if you fly with a European carrier.
Under EU rules, if you reach your destination more than 3 hours late, or your flight is cancelled less than 14 days before departure, you may be entitled to €250, €400 or €600 depending on distance. The condition: the cause must not be an extraordinary circumstance. Bad weather, air traffic control strikes and security issues usually count as extraordinary; technical faults and crew shortages usually don't.
Other countries
Turkey, the UK and several other countries have their own passenger rights rules. In Azerbaijan these matters are governed by aviation law and the airline's conditions of carriage, so checking the conditions of carriage on the airline's website is the most reliable route in a specific case.
What you should get while waiting
When a delay drags on, the airline usually has a duty of care. Under EU rules this means:
- meals and drinks after 2–4 hours, depending on flight distance;
- a hotel and transfers if you have to leave the next day;
- a way to communicate (a call or email).
This care doesn't depend on the cause. Even if the delay is due to bad weather, you keep the right to meals and a hotel.
When a flight is cancelled
If your flight is cancelled, you usually have two options:
- A refund of the unused ticket.
- Re-routing on the next available flight or on a date that suits you.
On a connecting trip booked on one ticket, the airline must get you to your final destination. Separate tickets don't give you that protection. We explain the difference in our connecting flights guide.
Delayed or lost baggage
If your bag hasn't arrived, go to the baggage tracing desk before leaving the airport and file a report (PIR). Without it, a later claim becomes much harder. On international flights liability for baggage is set by the Montreal Convention. See also our baggage rules guide.
How to claim compensation
- Fill in the claim form on the airline's website or send a written complaint.
- Attach your ticket number, flight details, boarding pass and copies of receipts.
- If the airline doesn't respond, you can contact the aviation authority of the country you departed from.
Claim companies can do this for you, but they keep part of the payout as a fee. In simple cases, claiming yourself means you keep the full amount.
When planning your next trip, compare flights on AviaBazaar. Choosing routes with comfortable connection times greatly reduces the risk of a missed flight.
Note: this article is general information, not legal advice. In disputed cases, refer to the airline's conditions of carriage or consult a lawyer.
