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EU Regulation 261/2004 - Your Rights

Delayed Flights

When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure, it must provide assistance for all passengers:

  • (i) Meals and refreshments in reasonable relation to waiting time;
  • (ii) Two telephone calls, telex or fax messages or emails;
  • (iii) Reasonable hotel accommodation where a stay of one or more nights becomes necessary.
  • (iv) Transport between the airport and place of accommodation

When this assistance is provided is dependent on the flight distance:

  • (i) At 2 hours for flights under 1500 kilometres
  • (ii) At 3 hours for flights between 1500- 3500 kilometres
  • (iii) At 4 hours for flights over 3500 kilometres

If a flight is delayed over 5 hours you can chose not to travel and accept a full refund for the sector or sectors not used. (If you chose to make alternative transport arrangements these costs are not covered under EU261 and the airline would not be liable to reimburse these costs, therefore any such claims should be directed to your travel insurance company).

If your flight is delayed on arrival by 3 hours or more than the scheduled time of arrival then passengers may be entitled to compensation.

The amounts of compensation payable are:

  • €250 for all flights of 1500 kilometres or less
  • €400 for flights between 1500-3500 kilometres
  • €600 for flights over 3500 kilometres

You would not be entitled to compensation where the delay was caused by Extraordinary Circumstances.

Cancelled Flights

If a flight is cancelled, for whatever reason, you are entitled to choose one of the following options:

  • (a) Full refund – the airline will provide a full refund on your unused sector or sectors (If you chose to make alternative transport arrangements these costs are not covered under EU261 and the airline would not be liable to reimburse these costs, therefore any such claims should be directed to your travel insurance company; or
  • (b) Re-routing with the same operating air carrier on the next available flight to your final destination; or
  • (c) Re-routing with the same operating air carrier to your final destination at a later date at your convenience subject to the availability of seats.

Note: If you choose option b the airline is required to provide:

  • (i) Meals and refreshments in reasonable relation to waiting time;
  • (ii) Two telephone calls, telex or fax messages or emails;
  • (iii) Reasonable hotel accommodation where a stay of one or more nights becomes necessary.
  • (iv) Transport between the airport and place of accommodation

If your flight is cancelled you are entitled to compensation except when:

  • You are informed of the cancellation at least 14 days before the scheduled time of departure; or
  • You are informed of the cancellation between 14 days and 7 days before the scheduled time of departure and you are offered re-routing, which allows you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
  • You are informed of the cancellation less than 7 days before the scheduled time of departure and are offered re-routing, which allows you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival; or
  • The cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measure had been taken. This includes but is not limited to weather disruption, labour disputes, political instability, safety and security reasons, failure or delay of air traffic control facilities.

The compensation details:

€250 for all flights of 1500 kilometres or less
€400 for flights between 1500-3500 kilometres
€600 for flights over 3500 kilometres

If the carrier is able to offer re-routing and the arrival time of the re-routed flight does not exceed the scheduled arrival time of the flight originally booked:

By 2 hours for flights of 1500 kilometres or less
By 3 hours for flights between 1500-3500 kilometres
By 4 hours for flights over 3500 kilometres

The compensation is reduced by 50%

Denied Boarding of a Flight

In the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seat in exchange for mutually agreed benefits. They will also be offered the choice between the following:

  • (a) Full refund – the airline will provide a full refund on your unused sector or sectors (If you chose to make alternative transport arrangements these costs are not covered under EU261 and the airline would not be liable to reimburse these costs, therefore any such claims should be directed to your travel insurance company; or
  • (b) Re-routing with the same operating air carrier on the next available flight to your final destination; or
  • (c) Re-routing with the same operating air carrier to your final destination at a later date at your convenience subject to the availability of seats.

If there are insufficient volunteers then Monarch would need to deny boarding to passengers against their will. Along with the choice of above passengers would also be offered the following:

  • (i) Meals and refreshments in reasonable relation to waiting time;
  • (ii) Two telephone calls, telex or fax messages or emails;
  • (iii) Reasonable hotel accommodation where a stay of one or more nights becomes necessary.
  • (iv) Transport between the airport and place of accommodation

In addition passengers denied boarding against their will be entitled to compensation as detailed below:

€250 for all flights of 1500 kilometres or less
€400 for flights between 1500-3500 kilometres
€600 for flights over 3500 kilometres

If the carrier is able to offer re-routing and the arrival time of the re-routed flight does not exceed the scheduled arrival time of the flight originally booked:

By 2 hours for flights of 1500 kilometres or less
By 3 hours for flights between 1500-3500 kilometres
By 4 hours for flights over 3500 kilometres

The compensation is reduced by 50%

Who can apply for EU Compensation?

Customers holding a confirmed reservation on a flight operated by Monarch Airlines Ltd, and in the case of delay, have completed all check in/bag drop procedures in accordance with our instructions.

Customers travelling free of charge or at a reduced fare not available directly or indirectly to the public are NOT eligible to apply for EU Compensation.

How can I claim for Delay Compensation?

A claim form for each ticket holding passenger and each single journey will need to be completed. Applications for passengers under 16 years should be added to the parent and/or legal guardian claim form.

You can find the claim form by clicking here.

Please print the form and complete in block capitals, ensuring each form is signed and dated.

What information will I need to provide to make a claim for compensation?

Personal details including

  • Passenger name as it appears on your passport
  • Passport number
  • Full home address

Flight details including

  • Flight number
  • Flight Date
  • Flight Route

You will also need to enclose

  • A copy of your passport name page
  • A copy of your booking confirmation/flight itinerary and/or boarding cards

How is my claim processed?

Upon receipt of your fully completed claim form our dedicated claims team will log your details into our database which will create a unique claim number for each individual application.

Please note that we are unable to process any claim that does not contain full and accurate flight information.

To comply with data protection once your details have been logged into our database your completed form and documentation will be shredded.

From the date your claim is logged we will endeavour to process your claim within 28 days.

Claims received from a third party company are processed in the same way as individual claims received directly from our customers.

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