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Cancellations and delays: what to do plane

In case of flight cancellation or long-term delay, passengers are entitled to compensation according to aviation rules of Ukraine – Rules of air carriage of passengers and baggage and the carrier`s regulations on passenger and baggage carriage.

In case of flight cancellation Rules of air carriage of passengers and baggage (approved by the Order of the Ministry of Infrastructure of Ukraine No. 735 dated November 30, 2012, registered at the Ministry of Justice of Ukraine under No. 2219/22531 on December 28, 2012) are applied (at a passenger`s choice):

If a passenger does not wish to continue traveling:

  • Full or partial ticket refund within 7 days;
  • Return trip to the airport of origin ASAP.

If a passenger continues traveling:

  • Rerouting to the airport of destination as soon as reasonably practicable or later at a passenger`s will and seat availability.

Compensation depends on the range:

  • 1500 km or less – €250;
  • 1500 to 3500 km – €400;
  • Over 3500 km – €600.

A carrier has the right to reduce compensation by 50%, if a passenger has been offered a rerouting option to the airport of destination on any alternative flights and the time of arrival does not exceed the original estimated time of arrival by:

  • 2 hours for flights of 1500 km or less;
  • 3 hours for flights of 1500 – 3500 km;
  • 4 hours for flights of over 3500 km.

A passenger has the right to get compensation if he/she was not notified of the flight cancellation:

  • At least 2 weeks prior to the estimated departure;
  • Within the period of 7 – 13 days prior to the estimated departure; a rerouting option enabling a passenger to depart from the airport of origin no later than 2 hours after the estimated departure and to arrive at the airport of destination no later than 4 hours after the estimated arrival was offered;
  • Less than 7 days prior to the estimated departure; a rerouting option enabling a passenger to depart from the airport of origin no later than 1 hour after the estimated departure and to arrive at the airport of destination no later than 2 hours after the estimated arrival was offered.

A carrier is not bound by the obligation to compensate if the airline presents proof flight cancellation was caused by a Force Majeure, an emergency or circumstances beyond the carrier`s control.

Passengers are provided with:

  • Catering and beverages as consistent with the waiting time;
  • 2 free calls or telex/fax or е-mail messages depending on availability;
  • Transfer from the airport to the hotel and back;
  • A hotel bed if a passenger has to wait for departure for 1 or more nights or if extra waiting time exceeds the previously estimated one.

In case of flight delay Rules of air carriage of passengers and baggage (approved by the Order of the Ministry of Infrastructure of Ukraine No. 735 dated November 30, 2012, registered at the Ministry of Justice of Ukraine under No. 2219/22531 on December 28, 2012) are applied:

If a flight is delayed for:

  • 2 hours or more for flights of up to 1500 km range;
  • 3 hours or more for flights of 1500 – 3500 km range;
  • 4 hours or more for other flights.

According to a carrier`s standards passengers are provided with catering and beverages as well as an opportunity to make a phone call or send telex/fax or е-mail messages free of charge.

If the flight is delayed to the next day, passengers are provided with a hotel bed, catering and transfer from the airport to the hotel and back.

If a flight is delayed for over 5 hours, a passenger has the right to get full (partial) ticket refund or to be offered a rerouting option to the airport of destination as soon as reasonably practicable or later at a passenger`s will and seat availability

Coordinated version of Rules of air carriage of passengers and baggage is available here
http://avia.gov.ua/uploads/documents/8688.pdf