When things go wrong

a) Delays - Every effort is made to prevent delays to our flights. In the event that your flight is delayed for more than two hours we will give you a notice confirming your rights. This will detail our policy relating to refreshments, telephone calls and accommodation which may be available to you. During any delaywe will keep you informed of the situation.

b) Diversions - If there is a diversion, we will transport you to your destination by the best available method. If a diversion means you have to stay overnight, we will provide and pay for accommodation.

c) Cancellations - In the event a flight is cancelled, we will endeavour to give as much notice as possible. If a flight is cancelled on the day of departure we will give you a notice confirming your rights. This will detail our policy relating to refreshments, telephone calls and accommodation which may be available to you. Your attention is drawn to page 5 of this charter which details extraordinary circumstances under which compensation may not apply.

d) Delayed baggage - If your baggage travels on a later service than you, we will send it from the arrival airport as soon as possible. If you are on your outward journeywe will pay you up to £25.00 per person for each 24 hours that your bag is delayed on production of receipts supporting your claim (up to a maximum of £75.00). If you wish to claim more than £75.00 in total, you will need to prove your loss. You may wish to make a claim through your insurance company instead. If the baggage was in excess of your free allowance this will not apply. Please see below.

e) Excess Baggage - Will be carried subject to space and weight being available on the flight and provided that the appropriate fee is paid by the passenger. If excess baggage is not carried on the same flight, it will be forwarded to the original destination airport as soon as possible. Flybe reserve the right to ask passengers to collect such items on their arrival.

f) Denied boarding - If we cannot carry all passengers booked on a flight who are in possession of a valid ticket or a confirmed reservation, and who have checked in on time, the following will happen. We will ask for volunteers to give up their seats in exchange for an agreed amount of compensation. If insufficient volunteers come forward we will need to deny boarding to other passengers. Passengers who are to be denied boarding will be given a notice confirming their rights.

If you would like further information regarding denied boarding compensation regulations, a copy of the 'Denied Boarding Compensation Regulation (EC) No. 261/2004, enforcement in the UK' is available for you to download here. This is in PDF format and is viewable using Adobe's Acrobat Reader. (259KB)