We understand delays can be really frustrating – we’ll do our best to keep you updated with the very latest information and help you out with the following assistance.
Updates to our long-haul program
Due to the ongoing challenges surrounding the pandemic we have made the difficult decision to cease the operation of our flights to and from the U.S., Argentina, Brazil and Thailand.
Read more here
How we help you
If your flight is delayed, you can check our flight status page for live information.
We'll also do our best to send you regular updates by SMS and through our app. If you gave us your phone number when making your booking, you’ll automatically receive SMS updates. It’s also easy to register your mobile number, by clicking the 'view details' link for your flight on our flight status page (from 2 days before departure).
Arrive at the airport on time
Even if you’re notified of the delay before you arrive at the airport, we ask you to check in on time (according to your original flight time), unless advised otherwise. Sometimes it’s possible that the delay may be shorter than expected, and we really don’t want you to miss your flight.
If your flight is delayed, you may be entitled to food and drinks and telephone calls (or other means of contact) while you're waiting for your flight.
If you buy your own food and drinks, make sure you keep your purchase within reasonable limits (no alcohol), and remember to hold on to your original itemised receipts.
We’ll assist you in line with the legislation applicable to your journey.
If your flight is delayed overnight, and you choose to travel the following day, you'll be entitled to:
- Accommodation (if you're unable to reasonably return home)
- Transport to and from the airport and place of accommodation
If you make your own arrangements, we kindly ask you to consider reasonably priced accommodation, and the cheapest transport option available (e.g. airport train or bus). Be sure to keep the original itemised receipts to submit with your claim.
If you've booked a connecting flight with us (one reservation number) and you miss your connection because your first flight is cancelled or delayed, we'll make sure you're transferred to our next available flight to your final destination. You'll also be entitled to food and overnight accommodation, if needed.
Booked two flights with us but they're not part of the same reservation?
If you've left at least 120 minutes between your arrival and new departure, and you miss your flight because circumstances for which we can be held responsible, we'll do our best to book you on our next available flight.
Connections with alternative carriers or other means of transport
We're generally not responsible for onward connections with other airlines or other means of transport. The exception is if we're liable for compensation if passengers miss their connecting flight. This is in accordance with our General Conditions of Carriage.
If you no longer want to take your flight today, then you have two options, depending on the length of the delay.
- Delays of 2 hours or more – free rebooking*
If your flight has been delayed by 2 hours or more, and you don't want to continue to wait for your flight, you can choose to rebook to a later flight to the same destination (including your onward and return flights with us) where there are seats available.
* Free rebooking for delays of 4 hours or more for flights within Argentina and for flights from Brazil.
Change your booking online
- Delays of 5 hours or more - refund*
If you no longer want to travel, you can cancel your booking and claim for a refund of your unused ticket, including any onward flights and your return journey (provided they're with us).
* Refund of unused ticket for delays of 4 hours or more for flights within Argentina and for flights from Brazil.
Claim for a refund of your unused ticket online.
You can submit your claim for expenses or compensation online.
Make sure you attach the itemised receipts for any expenses you wish to claim, and keep the originals in a safe place.
If your flight was delayed by 5 hours or more and you chose not to travel, you can apply for a refund of your unused ticket online.
When your flight is delayed, you’ll be entitled to assistance in line with the regulation applicable to your journey.
ANAC Directive 400/16
Your passenger rights in the event of a delay, cancellation and denied boarding for flights within Brazil.
Flights within Argentina
For flights within Argentina, you will be entitled to assistance in line with MEOYSP Res. 1532/1998.
All other flights
For all flights, excluding domestic flights within Argentina, you will be entitled to assistance in line with EU Regulation 261/2004 – a common set of rules all European airlines follow. You will only be entitled to compensation if your flight is delayed by 3 hours or more due to reasons within our control.
Lengthy tarmac delays – flights from the U.S.
If there's a lengthy delay on the tarmac in the U.S., we'll help you in accordance with our Tarmac Delay Plan.