Passenger assistance during a long wait: what you're entitled to

Meals, beverages and free communications

Once the delay threshold for your route is reached (2, 3 or 4 hours depending on distance), the airline must provide meals and beverages proportionate to waiting time, through meal vouchers or directly at the airport, plus two free communications (phone call, email or fax) to inform people waiting at the destination.

Accommodation for overnight waits

When waiting extends through the night, the right to hotel accommodation with transportation to and from the airport applies: a service the airline must actively arrange, not just offer upon explicit request.

Duty of care applies even with exceptional circumstances

These rights remain valid even when financial compensation is not owed: bad weather, air traffic control strikes or other exceptional circumstances exclude compensation but not the obligation to provide assistance during the wait. Passengers who advance expenses themselves because the airline doesn't act immediately may request reimbursement later, always keeping receipts and staying within reasonable amounts.

Passengers with disabilities: stronger protection from 2027

For passengers with disabilities or reduced mobility, priority assistance during waits is already required by current regulations. A regulatory reform approved in July 2026 and taking effect in the second half of 2027 will add a protection that was previously absent: if these passengers miss their flight because the airport failed to provide timely assistance to reach the gate, the airline will still be required to guarantee compensation, rebooking and assistance, even when the airport bears responsibility.

If assistance is not offered spontaneously, request it anyway: it is required by law regardless of the cause of the delay, and ground staff are obligated to provide it upon request.