Q: Last month I was booked to travel to Paris and the departure time on the flight ticket was 8 a.m. When I arrived at the airport, the airline informed all passengers there would be a delay. The flight was eventually delayed by four hours.

During our stay at the airport passengers were given a soft drink and a sandwich.

We were also given a travel voucher worth €100 each. This voucher could be used on any flight ticket on the same airline, but could not be redeemed for cash.

My question is whether or not the airline was correct in its compensation to the passengers?

Were we not entitled to a cash compensation plus more refreshments and food while waiting?

A: According to the Denied Boarding Regulations, when a flight is delayed for more than two hours, passengers should be offered free of charge: meals and refreshments according to waiting time; hotel accommodation when it is necessary, and if this is the case, transport between the airport and place of accommodation.

In addition, passengers should also be offered two telephone calls, telex or fax messages, or e-mails.

If the delay exceeds five hours, which is not your case, passengers should be offered a choice between a reimbursement of the flight ticket or re-routing to their destination at the earliest opportunity.

In cases of delay, the financial compensation you are referring to does not apply. It applies only to cancelled flights.

In your particular case, one may argue that you and the other passengers were not given enough refreshments and were not offered the opportunity to make two free telephone calls.

So you may complain about that and may ask for reimbursement of any refreshments you purchased during your stay at the airport.

With regards to the voucher given by the airline, it is over and above what the airline was obliged to give in these circumstances.