FAQ

Hvad er dine rettigheder ved forsinkelse ved ankomst?

If your flight is delayed by at least 3 hours upon arrival at your final destination, you may be entitled to compensation.

However, this does not apply if the delay is due to special circumstances such as severe weather, certain types of strikes, manufacturing defects on the aircraft, or air traffic control restrictions.

This is what you may be entitled to in compensation per passenger:

Within the EU:

250 euros (approx. 1,875 DKK) if you fly less than 1,500 km.
400 euros (approx. 3,000 DKK) if you fly over 1,500 km.

Outside the EU:

250 euros (approx. 1,875 DKK) if you fly less than 1,500 km.
400 euros (approx. 3,000 DKK) if you fly between 1,500 and 3,500 km.
600 euros (approx. 4,500 DKK) if you fly more than 3,500 km.

In some cases, the airline may deduct 50% from your compensation if you are rerouted to another flight. This depends on the distance you fly and how quickly you reach your destination.

Hvad er dine rettigheder ved flyforsinkelse ved afgang?

If your flight is delayed by two to four hours or more, the airline must offer you reasonable refreshments, and if an overnight stay becomes necessary, they must also provide hotel accommodation and transport between the hotel and airport.

You are entitled to refreshments after:

2 hours delay in departure for flights under 1,500 kilometers
3 hours delay in departure for flights over 1,500 kilometers within the EU and for flights between 1,500 and 3,500 kilometers outside the EU
4 hours delay in departure for flights longer than 3,500 kilometers and outside the EU

If your flight is delayed by at least 5 hours at departure, you have the option to cancel your journey and get a refund for your ticket.

If the airline doesn’t offer you reasonable refreshments while waiting for your delayed flight, you can purchase food and drinks yourself and then get reimbursed by the airline afterward. Remember to keep your receipts for what you’ve purchased so you can provide documentation for your expenses.

Hvad er dine rettigheder ved aflyst fly?

If your flight is cancelled, you are entitled to one of the following options:

A full refund for the ticket. If the cancellation occurs during a stopover, you are also entitled to fly back to your first departure point as soon as possible.

Rerouting to your final destination as soon as possible. The airline must pay for travel with another carrier if they cannot offer the first available departure themselves.
Rerouting to a later date of your choice, subject to seat availability.

You don’t have the right to change your mind once you’ve chosen one of the 3 options.

Flight cancellation may also entitle you to:

Refreshments and possibly accommodation and transport between the airport and accommodation if you’re waiting for your cancelled flight to be rerouted, or to be flown back to your first departure point.

Compensation

The airline is obligated to inform you of your rights in writing as soon as possible.

You must always arrive at the airport at least 45 minutes before your scheduled journey, even if you know the flight is cancelled. The only exception is if the airline has notified you otherwise in writing.

Your right to financial compensation for cancellations depends on how far you were supposed to fly:

250 euros (approx. 1,860 DKK) for all flights up to 1,500 kilometers.

400 euros (approx. 3,000 DKK) for flights over 1,500 kilometers within the EU, and for all other flights between 1,500 and 3,500 kilometers.

600 euros (approx. 4,500 DKK) for all flights not falling under the first two categories.

The airline can reduce the compensation by half if they offer you to fly with another flight that isn’t delayed at arrival by more than:

2 hours for journeys up to 1,500 kilometers

3 hours for journeys within the EU over 1,500 kilometers

3 hours for journeys outside the EU between 1,500 and 3,500 kilometers

4 hours for all journeys not falling under the above categories

You are not entitled to compensation if:

The cancellation is due to extraordinary circumstances such as certain strikes, political unrest, or security issues beyond the airline’s control.
You were notified of the cancellation at least 2 weeks before your scheduled journey.

Hvad er dine rettigheder ved overbooket fly?

If for any reason there are too many passengers for a flight, your flight is overbooked, and you may be denied boarding. This can also happen for operational reasons.

Your rights if you are denied boarding on your journey to, from, or within EU countries apply if you:

fly from an EU country to a country within or outside the EU, regardless of whether the airline is European.
fly from airports outside the EU to airports in the EU with an EU airline.
have a stopover outside the EU as part of a journey that started in the EU, or as part of a return journey to an EU country with an EU carrier (purchased as a single reservation).
have arrived at the airport check-in at least 45 minutes before the scheduled departure, unless the airline has specified otherwise in writing.

If you have been denied boarding, you are entitled to one of the following options:

Refund of the entire ticket price and possibly the option to interrupt your journey and be flown back to your first departure point as soon as possible.
Rerouting to the final destination as soon as possible. The airline must pay for travel with another airline if they cannot offer the first available departure themselves.
Rerouting to a later date of your choice, subject to seat availability.

You don’t have the right to change your mind once you’ve chosen one of the 3 options.

Denied boarding can entitle you to:

Refreshments and possibly accommodation and transport between the airport and accommodation if you’re waiting for rerouting.

Compensation

The airline is obligated to inform you of your rights in writing immediately.

If you are denied boarding, you are entitled to compensation of:

250 euros (approx. 1,860 DKK) for flights under 1,500 kilometers
400 euros (approx. 3,000 DKK) for flights over 1,500 kilometers within the EU and all other journeys between 1,500 and 3,500 kilometers
600 euros (approx. 4,500 DKK) for flights outside the EU over 3,500 kilometers

In some cases, the airline can reduce your compensation by 50% after you’ve been denied boarding.

The compensation can thus be halved if you are rebooked to a new departure to your destination and are not delayed more than:

2 hours for all flights under 1,500 kilometers
3 hours for flights over 1,500 kilometers within the EU and all other journeys between 1,500 and 3,500 kilometers
4 hours for flights outside the EU over 3,500 kilometers

The airline is obligated to provide food and drinks when the delay exceeds 2 hours, and they must also provide accommodation and transport between the airport and accommodation if your new flight doesn’t depart until the next day.

If your flight is overbooked and you voluntarily give up your seat, the airline must offer you a refund of the flight ticket or rerouting of the journey and compensation that you and the airline agree upon.

Hvad er dine rettigheder ved mistet bagage?

You must contact the airline or baggage staff at the airport as soon as you discover your baggage is delayed. They will create a PIR report, which is your proof that the baggage is delayed. This is necessary for you to receive compensation from the airline.

If you’ve lost your baggage on the way there or back, or if it’s delayed and you have travel insurance, you can contact your insurance company, and you will be covered through your travel insurance.

When is your baggage considered lost?

After 21 days, the airline considers the baggage lost, and after 21 days you can file a written complaint to the airline and apply for compensation if your baggage hasn’t shown up.

If your delayed baggage did eventually show up, you can apply for compensation for expenses you’ve had in connection with the delay. You must do this within 21 days after receiving your baggage back.

Your complaint must include the PIR report and documentation for what you’ve purchased as replacement for the delayed or lost items.

If you’ve purchased a package holiday through a travel agency, you can also complain to them.