EU Air passenger rights
When you travel by air in the EU you have certain guaranteed rights in accordance with the EU Regulation EC 261/2004.
Your rights in case of denied boarding, delay, cancellation, and upgrading or downgrading
If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.
If your flight is delayed for 2 hours at departure you're entitled to assistance (drinks, meals, communications) and, if necessary, hotel accommodation (including transport between the airport and the place of accommodation) depending on the flight distance and length of delay.
If your flight is delayed by 5 hours or more at departure you're entitled to a refund. If you accept this option, Qatar Airways as airline doesn't have to provide any further onward travel or assistance.
If your flight is delayed and arrives 3 or more hours late at your final destination, in addition to assistance you're also entitled to financial compensation (see table).
Compensation (delays) - Within the EU
| Delay at arrival | Flight distance | Compensation |
|---|---|---|
| 2 hours | 1,500 km or less | EUR 125 |
| 3 hours or more but not exceeding 4 hours | 1,500 km to 3,500 km | EUR 200 |
| 3 hours or more but not exceeding 4 hours | Over 3,500 km | EUR 300 |
Compensation (delays) - Between an EU airport and a non-EU airport
| Delay at arrival | Flight distance | Compensation |
|---|---|---|
| More than 2 hours | 1,500 km or less | EUR 250 |
| 4 hours or more | 1,500 km to 3,500 km | EUR 400 |
| 4 hours or more | Over 3,500 km | EUR 600 |
If your flight is cancelled, and you were informed less than 2 weeks prior to the scheduled date or you're denied boarding you're entitled to:
- Transport to your final destination using comparable alternative transport means or
- A refund for your ticket or
- Transport free of charge to your initial departure point if you have connecting flights, and
- Financial compensation of EUR 250 to EUR 600 depending on the distance of your flight. If the carrier offers you an alternative flight, and you reach your final destination with a delay of 2, 3 or 4 hours depending on the length of the flight, the compensation may be reduced by 50% (see below).
- In cases of re-routing, you are also entitled to care (drinks, meals, communications) and, if necessary, hotel accommodation (including transfer) depending on the length of the delay.
Compensation (cancellation/re-routing) - Within the EU
| Delay at arrival | Flight distance | Compensation |
|---|---|---|
| 2 hours | 1,500 km or less | EUR 125 |
| 3 hours | Over 1,500 km | EUR 200 |
Compensation (cancellation/re-routing) - Between an EU airport and a non-EU airport
| Delay at arrival | Flight distance | Compensation |
|---|---|---|
3 hours or more but not exceeding 4 hours |
1,500 km to 3,500 km | EUR 200 |
| 3 hours or more but not exceeding 4 hours | Over 3,500 km | EUR 300 |
| 4 hours or more | 1,500 km to 3,500 km | EUR 400 |
| 4 hours or more | Over 3,500 km | EUR 600 |
If you are placed in a higher class than the one which is mentioned on your ticket (upgrading), an air carrier cannot request any additional payment.
If you are placed in a lower class (downgrading), you are entitled to reimbursement of a percentage of 30%, 50% or 75% of the price of your ticket, depending on the flight distance.
Where there are two or more connecting flights included in a single ticket, reimbursement is only payable for the flight which was downgraded and not for the entire journey.
If your flight is cancelled due to "extraordinary circumstances", such as bad weather or an air traffic controller strike, no financial compensation will be paid by Qatar Airways as airline. However, Qatar Airways will provide adequate assistance while you are waiting for alternative transport. You are also entitled to:
- A refund of your ticket within 7 days or
- Alternative transport to your final destination at the earliest opportunity or
- Rebooking at a later date of your choice or
- Transport to and from the airport, if the flight arrives or departs from a different airport than the one mentioned in the booking
If you believe that you were denied boarding, or your flight was delayed or cancelled and you consider your EU air passenger rights were not respected, you can submit a complaint at one of the following:
E-mail: tell-us@qatarairways.com.qa
Address: www.qatarairways.com/global/en/legal-information-eu.page
You will find a list of the relevant authorities responsible for ensuring the legal rights of passengers by clicking the button below.
An Online Dispute Resolution (ODR) platform has been set up by the European Commission to allow easy access to approved alternative dispute resolution (ADR) providers.
However, please note that with the exception of Germany, Qatar Airways is not currently obliged or prepared to submit to ADR, and therefore neither the ODR platform nor any Civil Aviation Authority (CAA) approved ADR provider will be able to accept your complaint without Qatar Airways' prior agreement.
If you have taken a flight which departed from an airport located in Germany, you have the right to contact the ‘Schlichtungsstelle für den öffentlichen Personenverkehr e.V.’ (SÖP), Germany’s independent arbitration board for public passenger transport that oversees all carriers, if your flight is a private flight - https://soep-online.de
A platform for Online Dispute Resolution of the European Commission can be found under http://ec.europa.eu/consumers/odr/.
If you have taken a flight which departed from an airport located in the UK, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.