Whenever flights get cancelled or delayed, it can be annoying and inconvenient for passengers. However, the European Union has a regulation 261/2004 that helps protect passengers in such situations. Under EU261/2004, if your flight is cancelled or delayed, the airline has to provide you with compensation and assistance.
Passenger Rights Under EU 261/2004
EU Regulation 261 is the legislation that deals with the rights of air passengers. More precisely, this law covers different situations, including flight cancellations, delays, rebooking, etc., and requires airlines to resolve individual cases with fairness and care. If the situation occurs because of the airline’s fault, any passenger who underwent certain inconveniences is entitled to get compensation. Furthermore, passengers may be entitled to certain benefits, which we will discuss further in the article.
Right to Compensation
The EU 261 includes regulations concerning the compensation process, including aid for passengers affected by issues with flights. Specifically, the amount of compensation you can potentially get is up to 600 euros per person. This sum ranges, depending on your circumstances.
Compensation for Citilink Flight Cancellation
First and foremost, travelers should be aware that the airline is required to notify them about the cancellation of their flight. If the airline informs you less than fourteen days before the date of your flight and does not provide any alternative flight, the airline, according to the EU 261 regulation, is obligated to compensate you compensation of 250 – 600 euros.
At the same time, if a passenger is provided with an alternative flight but reaches his destination later than the original flight was supposed to, the passenger might be eligible for compensation. The table below shows the airline’s obligations depending on the length of the delay:
| Under 2 hours | 2-3 hours | 3-4 hours | Over 4 hours | Never arrived | Distance |
| €125 | €250 | €250 | €250 | €250 | All flights 1,500 km or less |
| €200 | €200 | €400 | €400 | €400 | Internal EU flights over 1,500 km |
| €200 | €200 | €400 | €400 | €400 | Non-internal EU flights 1,500 km- 3,500 km |
| €300 | €300 | €300 | €600 | €600 | Non-internal EU flights over 3,500 km |
Compensation for Citilink Flight Delay
When a flight is delayed for three or more hours, the airline is required to provide compensation. If the flight is delayed for 5 hours or more, the passenger may receive a ticket refund or an alternative flight to the final destination.
Furthermore, in such situations, the airline must also provide a passenger with beverages, some food, and accommodation. See key information on compensation in the table below:
| Less than 3 hours | Between 3-4 hours | Over 4 hours | Distance |
| €0 | €250 | €250 | All flights up to 1500 km |
| €0 | €400 | €400 | All flights between 1500 km and 3500 km |
| €0 | €400 | €400 | All intra-EU flights over 3500 km |
| €0 | €300 | €600 | All non-EU flights over 3500 km |
Right to Care
Right to Care pertains to a specific aspect of EU Regulation 261/2004, which establishes standard rules on assistance and compensation to passengers in the event of denied boarding, flight cancellations, or long delays.
The “Right to Care” under EU 261/2004 requires airlines to provide certain assistance and services to passengers affected by significant delays or cancellations. These include:
- Meals and beverages appropriate for the waiting time
- Hotel accommodation if an overnight stay becomes necessary
- Transport between the airport and the place of accommodation
- Two free phone calls, emails, or faxes
Upgrading and Downgrading
In situations where a passenger receives an alternative flight, it is good to know about upgrading and downgrading the flight’s class.
In situations, when the airline provides you with an upgraded class (for instance, you had Economy but were upgraded to Business class), you will not have to pay extra for this upgrade.
Regarding downgrading in class (in case you booked a Business class ticket, but were downgraded to Economy), you are entitled to receive reimbursement. In this case, it’s important to note that the amount of compensation is determined by the distance of a flight:
- 30% of the flight tickets cost for a 1,500 km distance or less;
- 50% of the flight tickets cost (specifically, for intra-EU flights that are over 1,500 km and all other flights with a 1,500 km and 3,500 km distance;
- 75% of the ticket price for flights with a 3,500+ km distance.
Be aware that these rights cover every flight within the European Union, as well as flights departing from or arriving in the European Union operated by airlines based in the EU.
When Are You Not Entitled to Compensation?
Unfortunately, there are cases, when passengers will not receive compensation for cancelled or delayed flights. Particularly, we talk about extraordinary circumstances that are beyond the airline’s control. Some of the examples are as follows:
- Bad weather conditions and natural disasters;
- Political circumstances (related security risks, terrorist attacks);
- A collision of the aircraft and foreign objects (birds, for instance);
- Unruly or very ill passengers;
- Strikes (that are not caused by the airline’s crew).
Furthermore, if the airline could hypothetically have done something to avoid issues regarding the flight and failed to handle the situation, you may be eligible for compensation.
Which Flights are Covered by EU 261/2004?
EU 261 applies to all flights departing from EU airports. It also covers flights arriving in the EU if the airline originates in the EU. This includes airlines from EU countries as well as Iceland, Norway, and Switzerland.
Nevertheless, Citilink is not a European airline. Therefore, they aren’t required to pay compensation if their flights operate outside of the European Union. This applies even to their flights to the European Union if they start outside the EU.
| Itinerary | Covered by EU 261 |
| Flights departing from the EU airports | ✔️ Yes |
| Flights arriving at the EU airports | ❌ No |
How to Claim Citilink Compensation
Flight cancellation or delay is an unpleasant situation that can not only upset you but also ruin all your travel plans. Passengers who unfortunately encounter a flight delay or cancellation should know exactly how to seek compensation. To apply for compensation, follow these steps:
- Complete our form. You’ll need to provide details such as your flight number, date, and the problem you faced.
- Let our experts help you. Once you submit the form, our team will manage the process. We understand the EU laws well and will strive to obtain your rightful compensation. You only pay us if we win your case.