Dozens of flights were canceled during the strikes and the ensuing crowds at Schiphol. What are you entitled to if your flight does not depart?
1. What if your flight is cancelled?
Never conclude that your flight has been cancelled. “Your flight is only canceled if you have been informed about this via e-mail, text message or on the signs in the airport,” says Paul Vaneker of EUclaim, which informs travelers via rightsofairpassengers.nl. If your flight has indeed been cancelled, please report to the airline’s counter. “They have a transport obligation, so they have to arrange an alternative.”
During the busy May holidays, dozens of flights were canceled (47 from KLM alone), that meant long lines at the service counter. “Then it is probably faster to book a ticket on your phone with the same or another airline to your destination,” says Vaneker.
“You can book and declare a flight yourself if your airline does not do this for you – in time.”
Joyce Donat, Consumers’ Association
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“You can indeed book and declare a flight yourself if your airline does not do this for you – in time”, says spokesperson Joyce Donat of De Consumers’ Association. “But it must be a comparable flight.” It is useful to check in advance with the airline how they deal with the reimbursement of alternative comparable flights.
2. Do you get your money back or a replacement flight ticket?
If the airline offers you an alternative flight, you can check whether it is ‘suitable’. “Suppose you were to fly to Vienna for a short city trip. If the alternative flight departs a day later, the journey may no longer make sense,” says Vaneker. “If so, you can cancel the trip and request a refund of your ticket.”
If you arrive at your holiday address later, you are not entitled to the holiday days that you have missed. In that case you are sometimes better off with a package holiday (eg flight and hotel). Donat: “The provider is then obliged to arrange a fee for the hotel.”
3. When are you entitled to compensation?
On top of a new ticket or refund, you as a passenger are sometimes also entitled to compensation. The amount depends on the distance you travel, the length of the delay and when you are notified. Compensation only takes effect if you arrive at the final destination more than two hours later. This compensation varies from 125 euros (for flights with a distance of up to 1500 kilometers) to 600 euros.
As a passenger, you are only entitled to compensation if the delay is not caused by force majeure (such as weather conditions that prevent the flight, terrorism, volcanic eruptions).
Strikes by own staff, or staff shortage as at Transavia, is not regarded as force majeure. Then travelers are entitled to compensation. Strikes by third parties (such as air traffic control) do involve force majeure and the right to compensation lapses.
“A voucher is allowed, but only if it is also offered to get money back.”
Joyce Donat, Consumers’ Association
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4. What if the airline offers a voucher?
Especially during corona, airlines offered their travelers vouchers if flights did not depart. “That is allowed, but only if there was also an offer to get money back,” says Donat. “And that didn’t always happen.”
In addition, complaints were received at the Consumers’ Association about vouchers that did not arrive or could not be exchanged. “You don’t have to accept a voucher as a traveler. We fought for that for a long time.” Vouchers are now rarely if ever offered when canceling a flight.
5. How do you claim your compensation and compensation?
“Try to arrange that yourself with the airline first,” advises Donat. “In most cases, that’s just fine.” The association has prepared a sample letter for members to receive compensation or compensation. You must send this to the airline. Do this within two years, otherwise the right to compensation will expire.
“In general you can say: the cheaper the price of a ticket, the more difficult it is to claim money.”
Paul Vaneker is the EUclaim
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In addition, there are several companies, including EUclaim, that help consumers submit a claim. “This is done on the basis of No cure no pay,” says Vaneker. If the claim is awarded, the company will get a share of the money.
Some airlines make it more complicated to request compensation or refunds than others, says Vaneker. “In general you can say: the cheaper the price of a ticket, the more difficult it is to claim money.”
6. What if you miss your flight yourself due to long waiting times at Schiphol?
Requirements are set not only for the airline, but also for the traveler. A passenger must have a valid travel document and ticket. “And he or she has to be at both the check-in desk and the gate on time,” says Vaneker.
If you are late, for example because of the long queues for customs, you do not meet these requirements and your right to compensation will expire. Some travel insurance policies cover a missed check-in, Donat says. “Then the rebooking costs will be reimbursed.”
