Whenever flights are cancelled or delayed, it can be frustrating and inconvenient for passengers. However, the EU has a regulation 261 that helps protect passengers in such situations. Under EU 261/2004, if your flight is cancelled or delayed, the airline has to provide you with compensation and assistance.
Passenger Rights Under EU 261/2004
The EU 261 is the law that covers the rights of air passengers. In particular, this law covers different situations, such as rebooking, delays, flight cancellations, etc., and obligates airlines to handle individual cases with care and fairness. If the incident happens as a result of the airline’s fault, any passenger who underwent certain inconveniences is entitled to obtain compensation. In addition, travelers may be eligible for certain benefits, which we will discuss further in the article.
Right to Compensation
The EU 261 includes regulations concerning the compensation process, including assistance to travelers who suffered from air travel disruptions. In particular, the amount of compensation you can be eligible for is up to 600 euros per passenger. This sum varies, based on your specific case.
Compensation for Jetstar Flight Cancellation
First and foremost, travelers should be aware that the airline must inform them about the flight cancellation. 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 261/2004, must pay you compensation of 250 – 600 euros.
At the same time, if a passenger is provided with an alternative flight but arrives at his destination later than the original flight was supposed to, the passenger may also be eligible for compensation. The table below shows the airline’s obligations depending on the duration 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 Jetstar Flight Delay
When a flight is delayed for three or more hours, the airline is required to pay compensation. If the flight is delayed for five or more hours, the passenger is entitled to a ticket refund or an alternative flight to the final destination.
Furthermore, this is the case when the airline also must provide a passenger with refreshments, meals, and accommodation. See essential details about 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 sets out standard rules on compensation and assistance for travelers in the event of denied boarding, flight cancellations, or long delays.
The “Right to Care” under EU261 requires airlines to provide certain services and assistance to passengers affected by significant delays or cancellations. These include:
- Food and beverages appropriate for the waiting time
- Hotel accommodation if an overnight stay becomes necessary
- Transport between the airport and the hotel
- Emails or faxes and two free phone calls
Upgrading and Downgrading
In situations where a passenger gets an alternative flight, it is important to understand upgrading and downgrading the flight’s class.
In cases, when the airline provides you with a higher class (for instance, you had Economy but were upgraded to Business class), you won’t be charged additional fees for this service.
Regarding downgrading in class (if you had a Business class flight, but were downgraded to Economy), you have a right to receive reimbursement. In this case, you should be aware that the amount of compensation is entirely based on 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 apply to 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 delayed or cancelled flights. Particularly, we talk about extraordinary circumstances that are outside of 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).
In addition, if the airline potentially could have done something to avoid issues regarding the flight and failed to handle the situation, you can claim compensation.
Which Flights are Covered by EU 261/2004?
EU Regulation 261 applies to all flights departing from airports in the EU. This regulation also extends to flights arriving in the EU if the airline is based in the EU. This includes airlines from EU countries as well as Iceland, Norway, and Switzerland.
Nevertheless, Jetstar isn’t a European airline. Therefore, they are not obliged to pay compensation if their flights operate outside of the European Union. This is true even for 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 Jetstar Compensation
Flight delay or cancellation is an unpleasant situation that can not only upset you but also ruin all your travel plans. Those who are unlucky enough to face a flight cancellation or delay should know exactly how to claim compensation. To apply for compensation, follow these steps:
- Complete this form. You’ll need to provide details such as your flight number, date, and what went wrong.
- Let our experts help you. Once you submit the form, our team will handle the rest. We know the EU laws comprehensively and will strive to get you your compensation. You are only charged if we win your case.