Flight: cancellation
If the flight is cancelled, you can chose between:
- the refund of the original ticket price; or
- request a replacement flight under comparable conditions of transport at the earliest opportunity.
If you were informed of the cancellation less than 2 weeks before the scheduled departure date, you are also entitled to a compensation:
- EUR 250 for flights up to 1,500 km;
- EUR 400 for flights within the EU of over 1,500 km, and for all other flights from 1,500 to 3,500 km;
- EUR 600 for flights outside the EU of over 3,500 km.
You are also entitled to a coverage of refreshments, a meal, accommodation and 2 free phone calls. If the coverage has not been offered when it should have been, you can claim a reimbursement of the costs incurred from the air carrier. Note that airlines are not required to pay compensations if the cancellation was due to extraordinary circumstances.
For more information, visit guichet.lu.
Flight: delay
If a flight is delayed, airlines are required to offer passengers certain services (refreshments, meal, 2 free telephone calls) if they anticipate delays of:
- 2 hours or more for flights up to 1,500 km;
- 3 hours or more for flights within the EU of over 1,500 km,
- 3 hours or more for all other flights from 1,500 to 3,500 km;
- 4 hours or more for flights outside the EU of over 3,500 km.
Compensation offered in the event of cancellation or denied boarding must also be given to passengers whose flight is delayed for 3 hours or more. The compensations are:
- EUR 250 for flights up to 1,500 km;
- EUR 400 for flights within the EU of over 1,500 km, and for all other flights from 1,500 to 3,500 km;
- EUR 600 for flights outside the EU of over 3,500 km.
Note that airlines are not required to pay such compensation if the cancellation was due to extraordinary circumstances.
For more information, visit guichet.lu.
Train
If the train is cancelled, you can choose between:
- a free re-routing to the final destination:
- under conditions comparable to those of the initial trip, and;
- as quickly as possible; or
- a free re-routing to the final destination:
- under comparable conditions of transport; and
- at a later date, at their convenience; or
- a reimbursement of the price of the ticket and, if necessary:
- free transport;
- as quickly as possible to the initial point of departure.
Passengers arriving late at their destination are entitled to compensation. This compensation is equivalent to:
- 25 % of the ticket price in the event of a delay of between 60 and 119 minutes;
- 50 % of the ticket price in the event of a delay of 120 minutes or more.
The traveller is not compensated if the delay is caused by circumstances not connected with the railway undertaking.
For more information, visit guichet.lu.
Coach
If a regular bus/coach service is cancelled, delayed by more than 120 minutes, or (actually or expected to be) overbooked, the following options are immediately available to passengers:
- continuing the trip or rerouting to their final destination at no additional cost, as quickly as possible, and on comparable terms; or
- reimbursement of the ticket price and, where applicable, the rerouting by bus or coach to the starting point, free of charge and as quickly as possible.
If the transport operator does not offer you a choice, you may demand compensation equal to 50% of the price of the ticket, in addition to the reimbursement.
For more information, visit guichet.lu.
Boat
If the boat is cancelled, you must be given a choice between:
- being rerouted free of charge to the final destination, under conditions comparable to those of the initial voyage and as quickly as possible or;
- being reimbursed for the price of the ticket and, if necessary, being provided with free transport to the initial point of departure as quickly as possible.
If you arrive late at your destination , you are entitled also to compensation. This compensation is equivalent to 25% of the ticket price in the event of a delay of at least:
- 1 hour, for a trip lasting up to 4 hours;
- 2 hours, for a trip lasting between 4 and 8 hours;
- 3 hours, for a trip lasting between 8 and 24 hours;
- 6 hours, for a trip lasting more than 24 hours.
In case of delays that are twice as long, the compensation is equivalent to 50% of the ticket price.
Please note that you cannot claim compensation if the delay is caused by a natural disaster or weather conditions compromising the safety of the vessel. The rules regarding rerouting and refunding for cancelled or delayed departures and compensation for late arrival do not apply to cruises. Besides, Day trips on the Moselle and transport by car ferry, covering a distance of less than 500m, are not covered by the legislation on protection of sea- or inland waterway passengers.
For more information, visit guichet.lu.
