Passengers must report delays, cancellations, and lost luggage to the transport company first.
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EU rules protect travelers using airplanes, trains, buses, or maritime transport, but rights and deadlines vary depending on the mode of transport. The company that sold the ticket must be contacted first, and the lack of a response allows for the notification of the competent national authority.
Passengers affected by the cancellation or delay of a journey, denied boarding, or lost luggage must first submit a complaint to the transport company or operator from whom they purchased the ticket. If the response does not arrive within the applicable deadline or does not resolve the issue, they can notify the national authority in the country where the incident occurred and can seek assistance from the European Consumer Centre.
In short
1. European protection covers air, rail, bus, or coach transport and maritime transport, but specific rights depend on the route, distance, duration of the delay, and cause of the incident.
2. The complaint must first be addressed to the transport company, using the form provided by them. The passenger must keep the ticket, reservation, documents regarding the delay, and receipts for incurred expenses.
3. If the railway operator does not respond within one month, the airline or maritime carrier within two months, and the bus or coach operator within three months, the passenger can notify the competent national authority.
4. Persons with disabilities or reduced mobility have the right to non-discriminatory access and free assistance at terminals and on board, under the conditions provided for each mode of transport.
5. The reform of air passenger rights adopted in July 2026 introduces additional protections, but these do not apply yet. Until the new regulation comes into effect, existing rules remain valid.
Passenger rights are not identical for all journeys. A canceled flight, a delayed train, a bus that departs before the scheduled time, and lost luggage at sea are covered by different European frameworks, each with its own conditions, exceptions, and procedures.
In air transport, protection may include ticket refunds, rerouting to the destination, meals, accommodation, and transport between the airport and hotel, as well as financial compensation in certain situations. The exact right depends on the duration of the delay, the distance of the flight, the moment the passenger was informed, and the existence of extraordinary circumstances.
Financial compensation is not granted for every disruption. A company may not be obliged to pay compensation when it proves the existence of extraordinary circumstances that could not have been avoided by reasonable measures. However, assistance and rerouting obligations may continue even when compensation is not due.
Denial of boarding may occur when the company has sold more seats than are available. A passenger who has arrived on time, holds the necessary documents, and does not voluntarily give up their seat may be entitled to compensation, assistance, and the choice between a refund and rerouting.
Missing a connection does not automatically produce the same right in all cases. Protection is clearer when segments are part of the same reservation, as the delay of the first flight can be assessed in relation to the scheduled arrival time at the final destination indicated on the ticket.
In rail transport, passengers may be entitled to a refund or continuation of travel when the train is canceled or the estimated delay becomes sufficiently large. For delays, compensation depends on the duration of arrival after the scheduled time and the conditions provided by European rules.
The railway company must provide information about the situation and available options. Under certain conditions, the passenger may receive meals, drinks, or accommodation, depending on the duration of the delay and the practical possibility of providing these services.
In bus and coach transport, protection is particularly related to regular services over longer distances. Cancellation, significant delay of departure, or departure before the announced time can generate rights regarding information, refunds, rerouting, and, in some situations, assistance.
The fact that a vehicle departs before the scheduled time may prevent the passenger from using a service for which they presented themselves within the time indicated by the operator. Documenting the actual departure time and keeping the reservation are important for supporting the complaint.
In maritime transport and on inland waterways, the rules may cover cancellations, delays, accidents, bodily injuries, and loss or damage of luggage. Conditions vary depending on the type of vessel, route, and nature of the incident.
The first step is to contact the transport company or the entity from which the ticket was purchased. The passenger must use the complaint form provided and clearly describe the journey, incident, requested right, and the amount of expenses for which they seek reimbursement.
The request should include a copy of the ticket or reservation confirmation, the boarding pass when available, messages received from the operator, and receipts for meals, accommodation, transport, or other necessary expenses. Original documents should be kept by the passenger.
Expenses are not automatically reimbursed just because they were incurred during a disruption. They must be necessary, reasonable, and related to the obligation that the carrier did not fulfill. Accommodation that is much more expensive than available alternatives may be contested by the operator.
The Commission indicates different deadlines after which the passenger can proceed if they do not receive a response. For a railway company, the mentioned deadline is one month. For an airline or maritime carrier, the deadline is two months, and for a bus or coach operator, it is three months.
These intervals concern the lack of response from the company, not necessarily the maximum deadline within which the passenger can submit the initial complaint. Deadlines for submitting a request or action may vary depending on the mode of transport, national law, and the type of request.
If the response is missing or considered unsatisfactory, the complaint can be sent to the competent national authority in the country where the incident occurred. The authority checks compliance with the rules, but its procedure does not replace in all cases an individual action for recovering money.
Passengers can also contact the European Consumer Centre in the country where they reside. The network provides information and support in cross-border disputes between consumers and companies established in another participating state.
For EU residents, alternative dispute resolution is also available. This allows for the dispute to be analyzed by an independent entity, without immediately going through a judicial procedure, if the operator and the type of dispute fall within the scope of that mechanism.
Persons with disabilities or reduced mobility have the right to use transport under conditions comparable to other passengers. Companies cannot refuse their reservation or boarding solely because of the disability, except in limited situations where safety requirements or the configuration of the vehicle make transport impossible.
Assistance at airports, train stations, port terminals, and certain bus stops must be provided free of charge. This may include moving through the terminal, boarding, transferring between services, and retrieving luggage.
The passenger must generally notify the need for assistance before the journey, within the time frame established for the mode of transport. The lack of notification does not automatically eliminate the obligation to attempt to provide help, but it may make organizing it in a timely manner more difficult.
Mobility equipment benefits from specific protections. Damage or loss of a wheelchair or other device can directly affect the person's autonomy, and the operator may have obligations regarding compensation, temporary replacement, or repair.
The revised air rules adopted in July 2026 will introduce a clearer procedure for requesting compensation and refunds. Companies will need to provide information and forms that reduce the difficulty of submitting requests.
The reform maintains the right to compensation for arrival with at least a three-hour delay, under applicable conditions, as well as levels of 250, 400, and 600 euros established based on the distance of the flight.
The new rules prohibit the automatic cancellation of the return flight solely because the passenger did not use the outbound segment. The company will not be able to deny boarding on the return flight solely based on this no-show.
Children under 14 years old will need to receive a seat next to the accompanying adult without an additional fee. The protection refers to seat allocation and does not eliminate the obligation to purchase a ticket for the child.
Fares will need to be presented more transparently before the booking begins. The fare displayed for comparison will include the right to one hand luggage item, and operators will also be able to offer a cheaper fare for passengers who choose to travel without it.
Passengers will be able to use the return flight even if they did not make the outbound journey. Correcting spelling mistakes in names and obtaining a printed version of the boarding pass, after completing the check-in formalities, will not be charged under the conditions set by the new regulation.
For connecting journeys, clearer protections are provided, and the rights of persons with disabilities or reduced mobility are strengthened, including for their mobility equipment.
These changes are not yet applicable. The new regulation will take effect 12 months and 20 days after publication in the Official Journal, and until then, passengers must base their requests on the rules currently in force.
2EU previously reported on the agreement between the European Parliament and the Council and the final adoption of the reform of air passenger rights. The development presented now is practical: the new rules have been adopted, but passengers traveling before the effective date must use the current framework.
European passenger protection is divided among several regulations for air, rail, bus, coach, and maritime transport. The scope depends on the points of departure and arrival, carrier, distance, and characteristics of the service.
The rules establish a common minimum level, and national legislation, contractual conditions, and other consumer protection norms may provide additional rights. However, they cannot be used by companies to eliminate mandatory European protections.
A passenger must check the rules applicable to their mode of transport and situation, keep documents, and formulate the complaint as quickly as possible. The right to assistance at the time of the incident and the right to subsequent financial compensation are distinct and may have different conditions.
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