• Air passengers are entitled to financial compensation if their flight is delayed for more than three hours or cancelled.
• Financial compensation is waived when a flight is delayed or cancelled due to extraordinary circumstances.
• Extraordinary circumstances are circumstances that can neither be predicted nor avoided by the airline.
• Technical issues which are a result of the air carrier’s failure to maintain its aircraft are not considered extraordinary circumstances.
• Even in extraordinary circumstances, air passengers whose flights have been delayed or cancelled should be offered a choice between a full refund of the flight ticket or alternative transport to the final destination.
• Air passenger complaints must first be lodged with the concerned airline and if not sufficient to resolve dispute, air passengers should contact the national enforcement body where the incident took place.
Malta Competition and Consumer Affairs Authority
Office for Consumer Affairs
MCCAA office hours for the public:
Monday to Friday from 8.30am to 12.30pm
European Consumer Centre Malta
(For complaints against traders in other EU states)
47A, South Street,
Monday to Friday from 8.30am to 3pm.
Tel: 2122 1901
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