EU Flight Claims

When your flight is delayed, gate agents are the travelers’ first lifeline. They have the power (and responsibility) to grant immediate relief and comfort—but only if you know how to ask. Here’s an insider’s guide, straight from the gate, for getting the vouchers, hotels, and meals you’re entitled to.

Understand your rights

Under EU Regulation 261/2004, airlines must provide delayed passengers with food, refreshments, and accommodation when certain time thresholds are reached. Gate agents are the ones empowered to deliver these benefits. But often, the process is reactive, not proactive, and those who ask first receive the fastest assistance.

Tip 1: Always ask for a “Care Voucher” using official terms

Agents are trained in legal compliance, and often respond best to formal language. Instead of saying, “Can I get a meal coupon?” say:
“Could you please issue my care voucher under EU passenger rights?”
This puts your request on record and signals that you know your rights.

Tip 2: Highlight vulnerable passengers in your group

If you are traveling with children, elderly passengers, or anyone with reduced mobility, make this fact known early. EU regulations prioritize these cases, and gate agents are expected to escalate such requests immediately.
Mention: “We have [children/an elderly companion/a wheelchair user] with us; could you please escalate our care arrangements?”

Tip 3: Be first to ask when delays are announced

Agents keep a log of who receives vouchers—and supplies can be limited, especially at busy times. As soon as you hear an announcement, approach the desk calmly. State your booking number and request your entitlements.

Tip 4: Work with other affected passengers

Courteous, organized groups get more attention. If you’re traveling solo, pairing with others to make requests can help agents prioritize your group—especially when time is short.

Tip 5: Don’t leave without checking for overnight accommodation

If your delay runs overnight, gate agents have authority to issue hotel and transportation vouchers before you exit to baggage claim. Before leaving the gate area, ask:
“Will accommodation and transport be provided for the night?”
If yes, request written instructions and confirmation. If not, ask whom to contact at the airport for immediate support.

Extra: What if you’re refused?

If your request is denied without reasonable explanation, document the interaction:

• Ask for the agent’s name and the reason in writing.
• Photograph any notices posted or evidence of the delay.
• Use this information to strengthen your compensation claim later.

Gate agent secret: The better prepared, polite, and proactive you are, the more likely you’ll walk away with comfort, food, and compensation—even when hundreds are waiting in line.
Start your claim early, and don’t be afraid to reference EU law — agents respect assertive, informed and well mannered travellers!

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