Delayed or Cancelled Flight: What New Rights Will Passengers Have?

Updated as of 16 June 2026

The provisional European agreement on air passenger rights retains the key protection that applies to delays of more than three hours, while introducing clearer deadlines, easier claim procedures and stronger rerouting rights.

The changes are intended to ensure that passengers are not left to search on their own for information, claim forms, hotel accommodation or an alternative flight at a time when their journey has already been disrupted.

What Compensation Will Passengers Be Entitled To?

When passengers arrive more than three hours late, or when a flight is cancelled and they were informed less than 14 days in advance, the compensation will be:

• €250 for flights of up to 1,500 km;
• €400 for flights within the EU exceeding 1,500 km and for other flights between 1,500 and 3,500 km;
• €600 for other longer flights.

For certain long-distance journeys, the compensation may be reduced by 50% when the passenger is rerouted and reaches the final destination with only a limited delay.

Compensation will not be payable when the airline proves that the disruption was caused by extraordinary circumstances that it could not reasonably have prevented.

Airlines Will Have to Inform Passengers Proactively

One of the main problems with the current system is that many passengers do not know whether they are entitled to compensation or how to claim it.

Under the agreed text, the airline will have to send passengers electronic information about their rights and the claim procedure within 96 hours after the disrupted journey has ended.

The carrier will be required to:

• acknowledge receipt of the claim immediately;
• make a decision within 30 days;
• pay the compensation or provide a reasoned refusal;
• explain the available options for a further complaint or out-of-court dispute resolution.

Passengers will have nine months in which to submit their claims.

What Will Happen If the Airline Does Not Offer Rerouting?

The airline will have to arrange rerouting as soon as possible. This may include:

• another flight operated by the same airline;
• a flight operated by another airline;
• departure from another nearby airport;
• a different route;
• another suitable means of transport.

When the airline fails to offer a genuine rerouting option within three hours, the passenger will be able to arrange the journey independently.

In this situation, the passenger may request reimbursement of reasonable expenses up to a specified limit, which may reach 400% of the price of the original ticket.

This rule is particularly important during large-scale cancellations, when a carrier offers its next available flight several days later even though an earlier option is available with another airline.

What Care Must Be Provided While Passengers Are Waiting?

In the event of a prolonged delay, passengers will be entitled to:

• drinks and refreshments at specified intervals;
• food after the third hour and additional food during longer delays;
• internet access;
• two free telephone calls;
• hotel accommodation when an overnight stay is required;
• transport between the airport and the accommodation.

The agreed overall limit for hotel accommodation is up to three nights.

When the carrier does not provide the required care, passengers may purchase what they reasonably need and request reimbursement of the documented expenses. It is therefore important to keep receipts, invoices and payment confirmations.

New Rights Concerning Baggage, Boarding Passes and Family Travel

Passengers will have the right to carry at least one personal item that fits under the seat free of charge.

When comparing and booking tickets, the price that includes standard cabin baggage must be displayed clearly. Airlines will still be allowed to offer a lower fare without such baggage, but this must be presented transparently.

The agreement also provides for:

• free seating for a child under the age of 14 next to an accompanying adult;
• free correction of an obvious spelling error in the passenger’s name;
• access to a digital boarding pass without being required to create an account or install an application;
• acceptance of a printed boarding pass after check-in has been completed;
• a ban on automatically invalidating the return ticket when the outbound flight has not been used.

Stronger Protection for Passengers with Reduced Mobility

Passengers with disabilities or reduced mobility will receive priority assistance and a clearer right to compensation when an airport or airline fails to provide the necessary support.

The protection will also cover mobility equipment and recognised assistance dogs.

What Role Will ADR Play in Disputes with Airlines?

ADR stands for alternative dispute resolution. It is an out-of-court procedure in which a dispute between a consumer and a business is considered by an independent or impartial body.

The usual process begins with a written claim submitted directly to the airline. If the claim is rejected or does not result in a satisfactory solution, the passenger may approach the competent national authority, an ADR body or a court.

In Bulgaria, the national body responsible for enforcing Regulation (EC) No 261/2004 is the Directorate General Civil Aviation Administration.

The final European text must clearly define the relationship between:

• a complaint submitted to the airline;
• the national enforcement body;
• ADR bodies;
• judicial protection.

Until the final wording is published, it would not be accurate to claim that every airline will necessarily be required to participate in every ADR procedure. This will depend on the final text and the rules governing its implementation in the relevant country.

What Should Passengers Do When a Problem Occurs?

1. Request written information about the reason for the delay or cancellation.
2. Keep the booking confirmation, boarding pass and messages received from the carrier.
3. Retain all documents proving the expenses incurred.
4. Submit a claim directly to the airline.
5. If the claim is rejected, use the competent national authority, an ADR procedure or judicial proceedings.

Frequently Asked Questions

Do I Need to Use a Claims Management Company?

No. Passengers can submit a claim directly to the airline without paying a percentage of their compensation to an intermediary.

What Happens If the Airline Claims That Extraordinary Circumstances Apply?

The carrier must prove the existence of the extraordinary circumstance, its connection to the specific flight and the reasonable measures that were taken.

Can I Use ADR Without Taking the Airline to Court?

In principle, yes, provided that there is a competent alternative dispute resolution body for the particular dispute. Usually, the passenger must first submit a claim directly to the carrier.