September 1, 2024
No traveller enjoys a flight delay. While delays are often unavoidable due to factors such as weather, air traffic control requirements, or operational issues like aircraft maintenance or crew scheduling, it is important to know your rights as a consumer when such disruptions occur at the airport.
If your flight is delayed while you are already at the airport, airlines are required to communicate any changes to your flight status as soon as possible. Depending on the duration of the delay, you are entitled to the following:
For delays of 2 hours or more, airlines must provide:
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✓ Meals
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✓ Phone calls
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✓ Internet access
For delays of 5 hours or more, airlines must provide:
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✓ Meals, phone calls, internet access, hotel accommodation (if necessary), and transport between the hotel and the airport (if necessary), or
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✓ A refund of the full cost of the ticket, inclusive of taxes and fees, in the original mode of payment within 30 days, if you choose not to continue your journey.
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