Long Delay

If your flight will be delayed beyond the scheduled departure time:

  1. For 2 hours or more in the case of flights of 1500 km or less, or
  2. For 3 hours or more in the case of all flights within Europe more than 1500 km and all other flights between 1500 and 3500 km, or
  3. For 4 hours or more in the case of all flights not covered by (a) or (b);

You do not benefit compensation when:

  • You are informed about cancellation at least 14 days prior to scheduled departure time;
  • You are informed about the cancellation between 14 days and 7 days prior to the scheduled departure time and you have been offered a different line;
  • You have been informed of the cancellation less than 7 days before the scheduled departure time and you have been offered a different line;
  • If the air carrier can prove that the cancellation is caused by extraordinary circumstances

You have the right to compensation:

  • 250 euros for all flights of 1500 km or less;
  • 400 euros for all flights within Europe more than 1500 km, and for all other flights between 1500 and 3500 km;
  • 600 euros for all flights not provided for under (a) and (b);

If the air carrier has offered you another line for your final destination by an alternate flight whose arrival time does not exceed the scheduled arrival time, it may reduce the compensation provided for above by 50%

You have the right for care and assistance:

  • Food and refreshments;
  • Two phone calls, telephone or fax, or e-mail;
  • Accommodation at the hotel in cases where staying for one or more days an additional stay by the traveler who thought the passenger has needed;
  • Transportation between the airport and the place of accommodation (hotel or other places).

When the delay is at least 5 hours, you have the right to reimbursement within 7 days of the full value of the ticket at the purchase price, for the part or parts of the missed journey and for the part or parts almost completed if the flight does not serve with any purpose related to your initial travel plan.

Documentation Required for Complaint:

  • Complaint Form;
  • Original travel ticket or booking code in case of internet purchase;
  • Photocopy of the passport;
  • Complete bank account information: bank name and address, account number, SWIFT code in case of a foreign bank account, name and surname of the bank account holder. If the bank account details are not the person who started the practice, the address, telephone number, fax number, e-mail should also be specified.

Instruction for the Compensation Form:

1. Long delay (Click on this Link, to download the document Form)
2. Fill out Form 1 and sign it
3. Save the ticket evidences, the embarkation card and the reservation
4. Send the form to the official address of the company by mail or email (refer to company websites, customer service addresses or complaints or contact)
5. Put in ACAA emails at pax@acaa.gov.al
6. Wait 3 weeks for your company’s response and if you do not receive a response, contact ACAA mediation at pax@acaa.gov.al