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Sample letter – Flight cancellation

Help and advice for consumers in Europe

The following sample letter should be used in the case of flight cancellation, in order to claim for compensation according to Regulation 261/2004/EC establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.

When the cancellation is not due to extraordinary circumstances, passengers have the right to be either rerouted on an alternative flight or reimbursed of the cost of the original ticket, apart from receiving proper assistance when at the airport, as foreseen by law (meals, refreshments, telephone calls and – if necessary – hotel accommodation and transport from/to the airport). Moreover, passengers have also the right to receive compensation, which amount is closely related to the distance covered by the flight (from 250 € up to 600 €).

Should the cancelled flight being part of a package travel, claimants must address their complaint both to the air carrier and to the travel agency (or the tour operator).

Please remember that, usually, the air company reimburses firstly tangible damages, if supplied with the related receipts, such as the cost of the unused ticket and the expenses for meals and travel in consequence of the ill service (e.g. car hire, bus, taxi). Anyway, apart from these reimbursements, passengers are allowed to claim for compensation because of ruined holiday, even if, at the moment, it is very difficult to obtain this type of compensation without taking legal proceedings.


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