First of all, we would like to express our sincerest apologies for the delay you have experienced on your flight with us and for the inconvenience it may have caused you. Good on-time performance is important to us and we deeply regret delays like this.
While we will always strive to ensure that all of our flights depart according to schedule, unfortunately, due to the nature of the aviation industry, it is possible that delays may occur from time to time.
We will notify our guests about any flight delays and strive to keep them updated via text message or email provided at the time of booking.*
If you have an onward flight with us, in the same booking as the delayed flight, we will do our very best to move you to next available flight with us.
If your flight was delayed and you think you might be eligible for financial compensation you can submit a claim by logging into My Booking using your 6-digit booking number. To submit a claim without a booking number please proceed here.
Any compensation or associated costs incurred will be reimbursed to the extent required by any law which may apply. We recommend our guests to check if they have any travel insurance that may cover any related cost. For further information please see our conditions of carriage (PDF).
This notice only provides you with information on possible rights under the law; it gives you no contractual right to compensation.
*Travel Agency – if you have not received any update from us and you made your booking through travel agency, please contact them for further information.