Are you still at the airport?
What has happened?

My flight was cancelled (departing from EU or CH airport).

Find the service desk of the airline. There you will be assigned a new flight. If this new flight takes place the next day, a hotel room must be provided. Furthermore, the airline has to provide free care services (food and drinks, two phone calls or e-mails).
If the airline does not immediately take care of the above-mentioned expenses, you must keep all receipts. These receipts will later serve as proof to enforce your expenses vis-à-vis the airline.
Important: Inquire about the reason for the cancellation.
Then demand payment of all the expenses that you have incurred and, if necessary, your compensation payment of up to €600.

My flight was delayed (departure from EU or CH airport).

What type of flight was it?
  • Short-haul flight of more than 2 hours
  • Your medium-haul flight of more than 3 hours
  • Your long-haul flight of more than 4 hours
The airline has to provide gratuitous care services, namely food and drinks and two phone calls or e-mails. If the airline does not cover these costs immediately, be sure to keep all receipts. These receipts are required to be able to assert your expenses against the airline later.
If possible, inquire about the reason for the delay.
Then demand payment of all of the expenses you have incurred and, if necessary, your compensation payment of up to €600.

My luggage has not arrived.

Remain in the baggage return area and find a lost & found-counter. Make a loss report there. You will now receive a reference number for the loss display (P.I.R.).
You now have the right to make emergency purchases (most important, needed toiletries and linen). Be sure to keep the proof of purchase for these items.
Claim any damages you may be entitled to up to around CHF 1,500.00.
Important: In the event of damage, you always have to be able to prove to the airline how expensive individual baggage items or pieces of luggage were. Thus, we advise keeping the receipts for any expensive purchases, including but not limited to luggage, that you will be taking on your travels.

My bag has arrived damaged.

Remain in the baggage claim area and find an airline counter. Make a claim there. You will now receive a reference number for the damage report.
Claim any damages you may be entitled to up to around CHF 1,500.00.
Important: Basically, in the case of damage, you always have to be able to prove to the airline how expensive individual baggage contents or pieces of luggage were. Thus, we advise keeping receipts for expensive travel items.