Delays and Cancellations
September 1, 2024
Flight delays and cancellations are among the most common sources of frustration when travelling. However, understanding your rights can help you navigate these situations and take appropriate action when they arise.
Depending on the nature of the delay or cancellation, this may include:
Flight Delays
If your flight is delayed by two hours or more, you are entitled to:
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✓ meals
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✓ telephone calls
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✓ internet access
For delays of five hours or more, you are entitled to:
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✓ meals
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✓ telephone calls
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✓ internet access
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✓ Hotel accommodation (if necessary)
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✓ Transport between the airport and the hotel (if necessary)
OR
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✓ A full refund of the ticket, inclusive of taxes and fees, in your original mode of payment within 30 days, if you choose not to continue your journey.
Flight Cancellations
In the event of a flight cancellation, you have the right to choose between:
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✓ A full refund of the ticket, inclusive of taxes and fees, in your original mode of payment within 30 days, or
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✓ Rerouting to your final destination under comparable transport conditions.