How to make 600 euros when your flight is delayed

A traveller, frustrated by a delayed flight, discovered a little-known secret that saw the airline pay her nearly $1000. And it was dead easy.

Know your rights when it comes to delays at EU airports. It will pay.

Arriving at Rome Fiumicino Airport after a dreamy two-week trip through Italy, my most pressing concern is sourcing an airport brekkie worthy of a final meal here.

But a glance at the departures screen adds a distinctly less palatable worry. My American Airlines flight to Philadelphia is delayed by 5.5 hours. “Nooooo!” I moan, dreading the prospect of an entire day at the airport, a missed connection to Virginia, and an unwanted overnight in Philly.

When American’s check-in counters open, I’m first in line, hoping the check in agent will put me on an earlier flight. Although she tries, she’s unable to do so, because, she explains, I booked these flights with Qantas frequent flyer points. After promising accommodation in Philly tonight, presenting an airport meal voucher, and rebooking my connection for the next morning, she suggests I take one of the brochures on the counter, which detail my rights.

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DELAY = EUROS?

Frustrated, I wander outside the terminal, relishing a few minutes of luce del sole before succumbing to far too many hours of artificial lighting. My mood marginally improves, though, as I skim the brochure, which explains my rights under European Union Regulation (EC) No. 261/2004, including this surprising provision: as I’m departing from an airport within the EU, if my new arrival time exceeds the scheduled arrival time by more than four hours, I could be entitled to 600 euros compensation.

Hmmm … I’ll be arriving in Philly at least 5 hours late, and at my final destination more than 12 hours behind schedule. Even if this weren’t the start of the expensive holiday season, 600 euros (more than A$940) would come in handy …

After clearing security, the first thing I do is send a polite email to American Airlines’ customer relations (as directed on the brochure), stating my ticket number, flight numbers, origin and destination cities, travel dates, and details of the delay. I also mention EC261 and request 600 euros. I expect their response will take weeks, and, when I do hear back, they’ll cite some reason I’m ineligible.

Thankfully, they prove me wrong.

Two days later, I receive an email from customer relations. In addition to apologising for the delay, they offer a choice of compensation: 600 euros or a USD800 (approx. A$1123) transportation voucher/flight credit. All I need to do is fill out, sign, and return (via email) the included Compensation Offer Agreement.

In less than four weeks, a payment of A$943.15 is credited to my bank account. I’m impressed by American Airlines’ promptness and somewhat astounded by the transaction — after decades of buying flights, this is the first time an airline has paid me.

Turn your flight delays into dollars.

TRAVELLING TO EUROPE? BECOME FAMILIAR WITH EC261

EC 261 protects passengers by establishing common rules on compensation and assistance. It applies to flights departing from European Union countries (all airlines) as well as flights arriving in the EU on EU-based carriers. If your flight is delayed (thus causing you to reach your final destination three hours or more behind schedule) or cancelled (within 14 days of departure), or you’re denied boarding, you and your travelling companions may be entitled to compensation. The delay must arise from causes within the airline’s control (disruptions due to weather, for instance, aren’t eligible), and the compensation amount depends on the travel distance, the length of the delay, and other factors.

Potential compensation per passenger is 250 euros for flights of 1500km or less; 400 euros for flights within the EU of more than 1500km, and other flights between 1500 and 3000km; and 600 euros for all other flights.

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CLAIM AND YOU MIGHT RECEIVE

To receive anything, you must make a claim. Do this by contacting the airline directly (as I did) or via a flight compensation company such as AirHelp, which has a free mobile app you can use to check your eligibility and claim. Keep in mind, though, that, if you make an EC 261 claim through AirHelp and receive compensation, they’ll deduct a 25 per cent service fee. (If an airline gives you 400 euros as compensation, for example, AirHelp keeps 100 euros.)

So the next time you’re in Europe (or on your way there via an EU-based carrier) and your flight is delayed, take a deep breath and consider whether the disruption might entitle you to some extra travel money. Then use that extra airport time to make a claim.