Compensation for 7-hour flight delay: Successful example of cross-border cooperation between European Consumer Centres

A Slovenian family faced inconvenience during their trip to the Dominican Republic when their flight from Madrid with air carrier Air Europe was delayed by more than 7 hours due to technical problems.  When the air carrier did not respond to their request for compensation, the father contacted EPC Slovenia.

After reviewing the documents and analysing the case, the lawyers from EPC Slovenia found that the family was entitled to compensation under Regulation (EC) No. 261/2004, which establishes common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights. Under this Regulation, passengers are entitled to compensation if their flight is delayed by more than three hours and the delay is not due to force majeure (such as bad weather conditions).

EPC Slovenia therefore contacted its Spanish colleagues who intervened with the air carrier. This mediation was successful, as Air Europe granted the family compensation and, interestingly, offered them two options: either a cash payment in the amount of EUR 600 per passenger or   EUR 900 in the form of a travel voucher. The passengers opted for the first option.

Photo: depositphotos