Delayed Departure: Strategies for When Your Flight isn't Taking Off
In Russia, airlines and airports have clear obligations regarding the treatment and rights of passengers during flight delays and cancellations. These regulations ensure that passengers are properly cared for and compensated in the event of such inconveniences.
**Free Services Regardless of Delay Cause**
Airlines must provide a range of free services to passengers affected by delays, regardless of the cause. These include free baggage storage, access to dedicated mother and child rooms, basic refreshments, two free calls or email messages, hot meals for delays of four hours or more, and accommodation and airport-hotel-airport transfers for overnight delays.
**Compensation for Delays**
Passengers have the right to collect a fine from the carrier for late delivery. The fine is 100 rubles for each hour of delay, but not exceeding 50% of the carriage fee, unless the airline can prove the delay was due to force majeure circumstances. Additionally, passengers may claim compensation for moral damages, in addition to compensation for financial losses.
**Refund Rights**
Passengers can cancel their ticket and demand a refund if the flight is delayed. This right is enshrined in Russian air transport regulations. However, in cases classified as emergencies or force majeure, airlines are not required to provide a full refund for tickets but must still compensate for inconveniences and provide the above services.
**General Procedure for Claiming Compensation**
Claims must be submitted to the airline at the airport of departure or destination. Passengers should retain all relevant documents, including the boarding pass, ticket, and a written confirmation of the delay from the airline or airport staff. Passengers can seek advice or file complaints via a dedicated hotline opened by Rospotrebnadzor.
The deadline for submitting a claim for compensation due to flight delays is 6 months from the date of the delay. Passengers should contact the airline directly, following its recommended procedure, usually via written statement, email, or online form.
**Summary Table**
| Obligation/Right | Requirement/Condition | Details/Amount | |---------------------------------|--------------------------------------|---------------------------------| | Free baggage storage | Any delay | Provided by airline | | Mother and Child room | Families with children under 7 | Provided by airline | | Soft drinks | Any delay | Provided by airline | | Free calls/emails | Any delay | 2 calls/emails | | Hot meals | Delay ≥ 4 hours | Provided by airline | | Hotel and transfers | Overnight delay | Provided by airline | | Monetary compensation | Per hour of delay | 100 rubles/hour, ≤50% of fare | | Moral compensation | Any delay causing distress | Claimable via authorities | | Refund right | Any delay | Full refund if not force majeure| | Claim deadline (domestic) | Domestic flights | Within 6 months |
Travelers in Omsk have experienced long waits due to flight delays, with some passengers waiting for hours or even overnight. If a passenger refuses a flight due to delay, it is considered a 'forced cancellation' and the airline must refund the ticket price.
Airport transport chaos can recur in the future, so this information may be useful for those traveling by plane. For more information or to file a complaint, passengers can contact the Rospotrebnadzor hotline or seek assistance at Omsk's D. M. Karbyshev Airport, where a 24/7 information desk is available at +7 (3812) 55-69-11 and an information counter is located at the airport.
- In light of the travel-related challenges, it's important for passengers to know their rights regarding free services and compensation during flight delays in Russia. These services include baggage storage, mother and child rooms, refreshments, free calls or emails, hot meals, accommodation, and airport-hotel-airport transfers for overnight delays.
- Apart from these free services, passengers can also claim a monetary fine from the carrier for every hour of delay, up to 50% of the carriage fee, and may seek additional compensation for moral damages. It's essential to retain all relevant documents and submit claims within six months of the delay incident for successful reimbursement or compensation.
