I have a problem with my flight

If you are experiencing air travel problems like a delayed, cancelled or overbooked flight, you have certain European passenger rights. If you are experiencing luggage problems like a lost or damaged suitcase during your travel, you are also protected by your European rights. This page provides an overview for all question you may have as an air passenger in the European Union.

Need help or personal advice?

Ask our legal experts for advice on your situation. Or call in our help if you encounter a cross-border problem with an EU airline.



Ask a question

Start mediation

Problem with my flight

My flight was overbooked

It is possible that your flight gets overbooked. Airlines sometimes sell more tickets than there are available seats. This is done to ensure that there are no empty seats at take-off, as there will usually be some passengers who do not show up for the flight. If all passengers show up for the flight, this means that not everyone can come along. In such scenarios, it is up to the airline to come up with a solution.

Voluntarily giving up your seat
Airlines will always inquire if there are any passengers who are prepared to give up their seat. If you are prepared to do so, the airline needs to offer you certain benefits and/or a compensation. You must also be given a choice between an alternative flight or a full refund of the cost of your ticket

Denied boarding
If not enough passengers are prepared to give up their seat, the airline may deny certain passengers to board the flight. If this happens, you are entitled to an alternative flight and a full ticket refund.

Right to care
If you have voluntarily or involuntarily given up a seat and have chosen to go with an alternative flight, you have a right to certain care from the airline:

  • Free drinks and meals in fair proportion to the length of the delay;
  • The opportunity to send two email, fax or telex messages free of charge;
  • Free hotel accommodation if you have to wait for the alternative flight for one or more nights;
  • Free hotel accommodation if your stay has to be prolonged as a result of the delay;
  • Free transport to and from the hotel accommodation and the airport.

Compensation in case of an overbooked flight
When opting for an alternative flight if your original flight was overbooked, you also have a right to financial compensation:

  • € 250 for flights up to and including 1,500 km
  • € 400 for flights within the EU of more than 1,500 km
  • € 400 for flights outside the EU between 1,500 and 3,500 km
  • € 600 for flights of more than 3,500 km.

This compensation can be reduced by 50% if you accept an alternative flight and your delay is limited.

How we can help you
The European Consumer Centre provides free legal advice if you have a problem with a non-Dutch airline (based in the EU, Norway, Iceland or the United Kingdom) and helps you to claim your compensation free of charge.

Question/complaint about a Dutch airline
If you have a question or complaint about a Dutch airline, please contact the Legal Services CounterACM Consuwijzer or the Human Environment and Transport Inspectorate for legal assistance. 

#passenger-rights-overbooked-flight

Copied to clipboard!

My flight was upgraded or downgraded

If you can only come along on a flight in a higher class than the one you paid for, the airline cannot charge you extra for this. If you are given a seat in a lower class than the one you paid for, you have a right to a refund of 30-75% of the cost of your ticket, depending on the length of the flight in kilometres.

#passenger-rights-upgraded-or-downgraded-flight

Copied to clipboard!

My flight times have changed

When an airline has made a change of the departure time of the flight it is known as a schedule change. Airlines mention in their terms and conditions that the time of the flight may be subject to change.

Based on the European rules you are not entitled to a financial compensation when a flight departs earlier than planned. In some cases you can cancel the trip and ask for a refund. You may also be able to call on your travel insurance policy if you have one.

If you flight has been delayed, the rules for delays or cancellations apply. You may be entitled to receive financial compensation. In some cases you may be allowed to cancel your ticket and ask for your money back.

How we can help you
The European Consumer Centre provides free legal advice if you have a problem with a non-Dutch airline (based in the EU, Norway, Iceland or the United Kingdom) and helps you to claim your compensation free of charge.

Question/complaint about a Dutch airline
If you have a question or complaint about a Dutch airline, please contact the Legal Services CounterACM Consuwijzer or the Human Environment and Transport Inspectorate for legal assistance. 

#passenger-rights-change-of-departure-time

Copied to clipboard!

My flight was rebooked

Sometimes you are entitled to a financial compensation when an airline rebooks you to another flight. You have been 'rebooked' if one of the following criteria is met:

  • You reach the destination, but the airline has changed the flight number
  • You reach the destination, but you’ll fly with a different airline
  • You reach the destination, but you travel via a different route

#passenger-rights-rebooking

Copied to clipboard!

Problem with my suitcase

My suitcase was lost

If your luggage was not brought on the flight or lost along the way, you have to fill out and hand in a PIR form (Passenger Irregularity Report) to the airline at the airport. Keep a copy for yourself, because you can use it to claim any damages.

If your luggage was delayed, you have a right to compensation of the costs of essential items such as toiletries and clothing. You can claim the reasonable expenses from the airline. Submit copies of your receipts, a copy of the PIR form and a cover letter or email to the airline.

If your luggage has not been recovered after more than twenty-one days after the scheduled date of arrival or if the airline announces before that time that your luggage was lost, you may have a right to compensation of up to SDR* 1,288 (around €1,600). File a complaint with the airline via letter or email within 21 days of the loss of your luggage and add a copy of the PIR form. You have no right to compensation if the airline can invoke force majeure.

*SDR: Special Drawing Right is a unit of account that is calculated daily based on various international currencies

How we can help you

The European Consumer Centre provides free legal advice if you have a problem with a non-Dutch airline (based in the EU, Norway, Iceland or the United Kingdom) and helps you to claim your compensation free of charge. 

Question/complaint about a Dutch airline

If you have a question or complaint about a Dutch airline, please contact the Legal Services CounterACM Consuwijzer or the Human Environment and Transport Inspectorate for legal assistance. 

#passenger-rights-lost-luggage

Copied to clipboard!

My suitcase was damaged

If your luggage is damaged upon your flight’s arrival, you must fill out a PIR form (Passenger Irregularity Report) and submit it to the airline. Keep a copy for yourself, because you can use it to claim damages afterwards.

You have a right to compensation of up to SDR* 1,288 (around €1,600) if your luggage was damaged. File a complaint with the airline via letter or email within seven days of receiving your luggage and add a copy of the PIR form.

*SDR: Special Drawing Right is a unit of account that is calculated daily based on various international currencies.

How we can help you

The European Consumer Centre provides free legal advice if you have a problem with a non-Dutch airline (based in the EU, Norway, Iceland or the United Kingdom) and helps you to claim your compensation free of charge. 

Question/complaint about a Dutch airline

If you have a question or complaint about a Dutch airline, please contact the Legal Services CounterACM Consuwijzer or the Human Environment and Transport Inspectorate for legal assistance. 

#passenger-rights-damaged-luggage

Copied to clipboard!

Problem with my ticket

Wrong name on plane ticket

The passenger name on a plane ticket needs to correspond the name of the passenger as is written in their passport. If you have passed on a wrong name to the airline or if you have misspelled a name, the airline may ask you to pay to change the name on the ticket. In some cases you may even need to buy a new ticket. If you notice you have made an error, it is important to inform airline as soon as possible. Sometimes airlines will let you change a name free of charge.

Changing a name on a plane ticket free of charge

If you notice the name on your ticket does not match the name in your passport shortly after booking, inform the airline as soon as possible. For example, through the online booking portal or by contacting the airline on social media. Sometimes airlines will allow you to change the name free of charge.

Changes to do with married names and maiden names may sometimes be done free of charge. An airline may request proof, such as a marriage certificate.

Changing a name on a plane ticket at a fee

If you notice the name on your ticket does not match the name in your passport several days or weeks after booking, or shortly before departure, you will usually have to pay a fee to correct the mistake. You may also have to pay the fare difference. The fee and fare difference may differ per airline. These costs usually run high.

Booking a new ticket

As costs for a name change on a ticket may run high, it is sometimes cheaper to buy a new ticket than to have the mistake corrected. This depends on the terms and conditions of the airline.

How we can help you

The European Consumer Centre provides free legal advice if you have a problem with a non-Dutch airline (based in the EU, Norway, Iceland or the United Kingdom) and helps you to claim your compensation free of charge. 

Question/complaint about a Dutch airline

If you have a question or complaint about a Dutch airline, please contact the Legal Services CounterACM Consuwijzer or the Human Environment and Transport Inspectorate for legal assistance. 

#name-on-plane-ticket

Copied to clipboard!

Problem with the airline

Complaint about an airline

If you believe you have a right to compensation from the airline, you must submit a claim via email or letter. The conditions of the airline state the period within which you must do so. Whether you have a right to compensation depends on a number of factors, e.g. if it concerns a case of force majeure.

The air carrier should reply within 2 months to your claim. If you are not satisfied with the airline’s response, you can file a complaint with the national enforcement authority of the country where the incident took place. In the Netherlands, that is the Human Environment and Transport Inspectorate (ILT).

See also:

How we can help you

The European Consumer Centre provides free legal advice if you have a problem with a non-Dutch airline (based in the EU, Norway, Iceland or the United Kingdom) and helps you to claim your compensation free of charge. 

Question/complaint about a Dutch airline

If you have a question or complaint about a Dutch airline, please contact the Legal Services CounterACM Consuwijzer or the Human Environment and Transport Inspectorate for legal assistance. 

#complaint-about-an-airline

Copied to clipboard!

Free legal help

Do you live in the Netherlands and do you have an unresolved problem with an airline from another EU country, Norway, Iceland or the UK? For example:

  • The airline refuses to refund your ticket.
  • The airline refuses to pay compensation.

Contact the European Consumer Centre (ECC). Our legal advisers are glad to help you solve the issue. Our help is always free of charge. 

Need help or personal advice?
Ask a question

Start mediation

Page last updated on: 14-12-2023