Knowing Your Rights

Passengers FAQs

The EU Regulations 261/2004 clearly define the rights of airline passengers and the obligations of airlines, which was concluded in 2004. This regulation confirms that the passenger's serious delay, cancellation, and refusal to board the plane are bothering the passengers and may cause great inconvenience.

The EU Regulations 261/2004 is applicable on which airline ?

EU Regulations 261/2004 Applicable to airlines from EU countries and flights from the European Union. The following table will help you to understand:

Itinerary EU Air Carrier Non-EU Air Carrier
From inside the EU to inside the EU Covered Covered
From inside the EU to outside the EU Covered Covered
From outside the EU to inside the EU Covered Not Covered
From outside the EU to outside the EU Not Covered Not Covered

261/2004 Prerequisites that cannot be applied:

If you are late for check-in, you will not be able to board the plane. This is your responsibility and not the responsibility of the airline, so please check in at the airport at least 45 minutes in advance to secure your rights.

Are all the delayed flights eligible for compensation?

The reasons for the delay are quite complex and varied, but roughly qualifying delayed flights must meet the following two conditions:

  • First of all, it must be confirmed that the flight is delayed by the EU and takes off from the EU. If it is a flight of a country other than the EU, such as Singapore Airlines, Cathay Pacific Airlines, but only flights departing from the EU are eligible.
  • The delay time for the passenger flight to arrive at the destination exceeds the scheduled arrival time of the original flight for more than three hours (inclusive).

If you are not sure whether your situation is met, we can use the airConcur eligiblity confirmation tool to analyze it for you.

How do I find out if I am eligible and entitled to compensation?

You can use the airConcur qualification confirmation tool, which is a free service provided by us. It only takes two minutes to enter your flight information, and we will reply to you as soon as possible.

The airline company refused to compensate me, what should I do?

If you believe that you are eligible for compensation,but the airline refuses and does not intend to make any form of compensation that will satisfy you. Please be rest assured that we can help you, please kindly apply on our website and we will try our best to obtain compensation for you. If they do not fulfill the EU regulatory obligations, we are likely to take the airline company to the court.

What are the uncontrollable factors that cause delays and cancellations without the airlines needing to compensate?

Under the EU Regulation 261/2004, extraordinary circumstances refer to certain cases, where the flight disruption was caused by an event, which could not have been avoided by the airline even if all reasonable measures have been taken. Similar to the insurance industry, such circumstances qualify as force majeure or “Acts of God” and include bad weather, lightning strikes, air traffic control restrictions and medical emergencies. If the airline is capable of proving that the disruption was caused by extraordinary circumstances, no compensation is due.

I missed my connection - am I entitled to compensation?

Eligibility confirmed according to EU Regulation 261/2004 is measured according to the delay time of the final destination. If you arrive at the destination three hours later than the original time, you are eligible for compensation, provided that your entire flight is the same booking record number.

Currently how many countries airConcur is at service?

At present, the service launched by airConcur is within the scope of the EU. We are also studying the relevant aviation regulations of other countries. Please give our team encouragement and support. Thank you.


If you have experienced a flight delay, cancellation, or boarding due to oversold in the past 5 years, you are eligible to claim up to a maximum of 600 Euros.

Submit a claim