Regulation 261/2004


Regulation 261/2004 is a European Regulation establishing common rules on compensation and assistance to passengers in the event of denied boarding, flight cancellations and delays of 3 hours or more. It sets out the entitlements of air passengers when a flight that they are scheduled to travel on is delayed or cancelled.


The regulation applies to any passenger:


  • departing from an EU member state, or
  • travelling to an EU member state on an airline based in an EU member state 
  • who has a confirmed reservation on the flight, and arrived in time for check-in as indicated on the ticket or communication from the airline, or, if no time is so indicated, no less than 45 minutes prior to the scheduled departure time of the flight, or
  • has been transferred from the flight for which he/she held a reservation to some other flight unless the passenger is travelling on a free or discounted ticket not available to the general public.


Cash compensation

  • €250
    for a flight of less than 1500 km in distance
  • €400
    for a flight within the EU of greater than 1500 km in distance, or any other flight of greater than 1500 km but less than 3500 km in distance
  • €600
    for a flight not within EU of greater than 3500 km in distance

This payment is strictly compensation for the customer’s inconvenience.

The Airline is not obliged to provide cash compensation in cases when a delay or cancellation is caused by extraordinary circumstances which could not have been foreseen and when the airline took all reasonable measures to avoid a delay/cancellation.


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The Israeli Air Services Law


The Israeli Air Services Law became effective on August 16, 2012.  It defines passenger rights in the event of denied boarding, cancellation, delay and a downgrade on any flight arriving or departing Israel. A flight is deemed cancelled if planned flight does not occur or departure is at least 8 hours after the scheduled time.  Passengers should receive assistance, reimbursement or replacement ticket.


Cash compensation

  • 3,070 shekels

    for flight cancellations and delays of 8 hours or more because of the circumstances within airline’s control for flights over 3500km