Flight Disruption Regulation Rev 2 · Customer Self-Service

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EUROPEAN UNION EC261/2004
APPLICATION	ROUTES	FLIGHT DELAY / CANCELLATION		INVOL. DENIED BOARDING		DOWNGRADE	ADDITIONAL NOTES
ORIGINATING FROM EU AIRPORTS ONLY	ATH/JMK/ JTR-AUH ONLY (1,500km to 3,500km)	Arrival at final destination between 2 and 3 hours	EUR 200	Arrival at final destination less than 3 hours	EUR 200	Refund of 50% of the fare of the downgraded sector	Schedule change within 14 days Extraordinary circumstance list Status of limitation Care (hotel + meal+ transport + rebooking) ZRH/GVA – Federal Office of Civil Aviation (FOCA) – technical delay/cancellation is considered as extraordinary circumstance
	ATH/JMK/ JTR-AUH ONLY (1,500km to 3,500km)	Arrival at final destination over 3 hours	EUR 400	Arrival at final destination over 3 hours	EUR 400	Refund of 50% of the fare of the downgraded sector
	ALL OTHER DESTINATI ONS (more than 3,500km)	Arrival at final destination between 3 and 4 hours	EUR 300	Arrival at final destination less than 4 hours	EUR 300	Refund of 75% of the fare of the downgraded sector
	ALL OTHER DESTINATI ONS (more than 3,500km)	Arrival at final destination over 4 hours	EUR 600	Arrival at final destination over 4 hours	EUR 600	Refund of 75% of the fare of the downgraded sector
UK261
APPLICATION	ROUTES	FLIGHT DELAY / CANCELLATION		INVOL. DENIED BOARDING		DOWNGRADE		ADDITIONAL NOTES
ORIGINATING FROM UK ONLY	LHR/MAN- AUH-(ALL)	Arrival at final destination between 3 and 4 hours	GBP 260	Arrival at final destination less than 4 hours	GBP 260	Refund of 75% of the fare of the downgraded sector		Schedule change within 14 days

		Arrival at final destination over 4 hours	GBP 520	Arrival at final destination over 4 hours	GBP 520			Extraordinary circumstance list Status of limitation Care (hotel + meal+ transport + rebooking)
TURKEY (SHY)
APPLICATION	ROUTES			FLIGHT DELAY / CANCELLATION	INVOL. DENIED BOARDING	DOWNGRADE	ADDITIONAL NOTES
ORIGINATING FROM TURKEY ONLY	IST-AUH ONLY	Arrival at final destination between 2 and 3 hours		EUR 200	EUR 200	Refund of the fare difference between J and Y or between F and J as applicable + Refund of 50% of the ticket price	Schedule change within 14 days Extraordinary circumstance list Status of limitation Care (hotel + meal+ transport + rebooking)
		Arrival at final destination over 3 hours		EUR 400	EUR 400
	IST-AUH- (ALL)	Arrival at final destination between 3 and 4 hours		EUR 300	EUR 300	Refund of the fare difference between J and Y or between F and J as applicable + Refund of 75% of the ticket price
		Arrival at final destination over 4 hours		EUR 600	EUR 600
US DOT - 14 CFR 250.5
APPLICATION	ROUTES			FLIGHT DELAY / CANCELLATION	INVOL. DENIED BOARDING	DOWNGRADE	ADDITIONAL NOTES
ORIGINATING FROM USA ONLY	ORD/JFK/ IAD/BOS- AUH ONLY	Arrival at final destination less than 4 hours		EY CoC (EGM or EY credit)	200% of the one- way fare up to USD 1075	Refund of the fare of the downgraded sector (Children 3-11 qualify for	Schedule change within 14 days

		Arrival at final destination over 4 hours				400% of the one- way fare up to USD 2150	50% refund only, Infants qualify for 10%)	Extraordinary circumstance list Care (hotel + meal+ transport + rebooking)
CANADA APPR
APPLICATION	ROUTES				FLIGHT DELAY / CANCELLATION	INVOL. DENIED BOARDING	DOWNGRADE	ADDITIONAL NOTES
TO/FROM CANADA INCLUDING CONNECTING FLIGHTS	YYZ-AUH- (ALL)	Arrival at final destination between 3 to 6 hours			CAD 400	CAD 900	Refund of the fare of the downgraded sector (Children 3-11 qualify for 50% refund only, Infants qualify for 10%)	Schedule change within 14 days Extraordinary circumstance list Care (hotel + meal+ transport + rebooking)
		Arrival at final destination between 6 and 9 hours			CAD 700	CAD 1800
		Arrival at final destination over 9 hours			CAD 1000	CAD 2400
			Airlines' obligations depending on the reason for the flight disruption: Situations within the airline's control: keep the passenger informed, provide assistance, compensate the passenger, and re- book the passenger or provide a refund. Situations within the airline's control but required for safety: keep the passenger informed, provide assistance, and re- book the passenger or provide a refund. Situations outside the airline's control: keep the passenger, and re-book the passenger or, should the passenger not be rebooked within a reasonable time, provide a refund or other rebooking options
If guest chooses to be refunded instead of rebooked, guest is eligible for CAD 400.				Not to be considered unless specifically claimed
ISRAEL (ASL)
APPLICATION	ROUTES	FLIGHT DELAY / CANCELLATION						ADDITIONAL NOTES
TO/FROM ISRAEL (ISRAELI NATIONALS, PASSENGERS HOLDING	TLV-AUH- (ALL)	Flight delay between 2hrs and 8hrs with respect to the scheduled departure time		Care only	For delays of 2+ hours: -Meals, -Refreshments, -2 communication options (calls, emails, etc.)			Schedule change – Care to be offered at any time (hotel + meal+ transport + rebooking)
					For delays of 5–8 hours: Additional care: -Hotel accommodation

RETURN TICKETS TO ISRAEL AND PASSENGERS HOLDING ISRAELI PASSPORT AND ISRAELI RESIDENCY)					-Transport between the airport and accommodation			Extraordinary circumstance list* Care (hotel + meal+ transport + rebooking)
	Flight delay or cancelled by 8hrs or more*		All flights of 2,000 km or less		NIS 1,490
			All flights between 2,000 km and 4,500 km		NIS 2,390
			All flights over 4,500 km		NIS 3,580
Compensation will be reduced by 50% if the delay at final destination is less than or equal to: 2 hours for flights of 2,000km or less 3 hours for flights between 2,000km and 4,500km 4 hours for flights of 4,500km and above If the delay exceeds these times, full compensation applies.
Compensation Exemptions: Compensation is not payable if: Passengers are notified of cancellation: At least 14 days before departure. 7–14 days prior, with rerouting departing no more than 2 hours prior to STD and arriving less than 4 hours from STA. Less than 7 days before departure, with rerouting departing no more than 1 hour prior to STD and arriving less than 2 hours from STA. Cancellation is due to extraordinary circumstances beyond the airline’s control (e.g., strikes, Sabbath, Jewish holiday observance).
*Extraordinary circumstances: - Not under the Airline's control even if the Airline had done whatever was under its control -The flight was cancelled due to strike or a protected work-by-rule strike; -The flight has been cancelled in order to prevent the desecration of the Sabbath or a Jewish holiday
If a flight is delayed by 8 hours or more at the final destination, it is legally considered a flight cancellation, and passengers are entitled to full compensation and care under ASL.
*the Israeli Parliament has published the updated compensation amounts on 29April2025, which will take effect retroactively from 01January 2025
ISRAEL (ASL)		ROUTES		INVOL. DENIED BOARDING			DOWNGRADE
TO/FROM ISRAEL (ISRAELI NATIONALS, PASSENGERS HOLDING RETURN TICKETS TO ISRAEL		TLV-AUH- (ALL)		All flights of 2,000 km or less		NIS 1,490	Fare DG Sect. x Km DG Sect. Tot. Km

AND PASSENGERS HOLDING ISRAELI PASSPORT AND ISRAELI RESIDENCY)

All flights between
2,000 km and 4,500 km

NIS 2,390

All flights over 4,500 km

NIS 3,580

Segments Below 4500 km

Fare DG Sect. x Km
DG Sect.
Tot. Km

Segments Over 4500 km

Full Refund of the
fare of the DG sector

* Downgrade compensation for flights from TLV (below 4500Km) is calculated multiplying the value of the fare of the downgraded sector and the ratio between the distance
(in Km) of the downgraded sector and the total distance (in Km) of the guest’s journey.

If a passenger denied from boarding was provided with an alternative flight (instead of refund), the airline could reduce by 50% the amount of relevant statutory compensation if the passenger arrived at the destination within the other timeframes than flight cancellation:

Arrival 4 hours or under at the final destination (if the flight’s distance was up to 2,000km);
Arrival 5 hours or under at the final destination (if the flight’s distance was between 2,000km to 4,500km);
Arrival 6 hours or under at the final destination (if the flight’s distance was over 4,500km).

SOUTH KOREA

APPLICATION

ROUTES

FLIGHT DELAY / CANCELLATION

INVOL. DENIED BOARDING

DOWNGRADE

ADDITIONAL NOTES

ORIGINATING FROM SOUTH KOREA ONLY

ICN-AUH ONLY

EY CoC (EGM or EY credit)

Arrival at final destination between 2 and 4 hours

USD 300

Refund of the fare difference between J and Y or between F and J as applicable
+
USD 600 CASHABLE EMD

Schedule change within 14 days

Extraordinary circumstance list

Care (hotel + meal+ transport + rebooking)

Arrival at final destination over 4 hours

USD 600

EGYPT

APPLICATION

ROUTES

FLIGHT DELAY / CANCELLATION

INVOL. DENIED BOARDING

DOWNGRADE

ADDITIONAL NOTES

ORIGINATING FROM EGYPT ONLY

CAI-AUH ONLY

EY CoC (EGM or EY credit)

EGP 900

Refund of 50% of the segment price

Schedule change within 15 days

Extraordinary circumstance list

Care (hotel + meal+ transport + rebooking)

JORDAN

APPLICATION

ROUTES

FLIGHT DELAY / CANCELLATION

ADDITIONAL NOTES

ORIGINATING FROM JORDAN ONLY

AMM-AUH ONLY

Cancellation

If rebooking /
re-routing is not offered:

Refund of unused ticket within 7 days

Schedule change within 14 days

Extraordinary circumstance list

Care (hotel + meal+ transport + rebooking)

EMD cashable based on the final destination:

USD 355 (SDR 250) for all flights of 2,500 km or less;

USD 565 (SDR 400) for all flights of 2,500 km and 4,000 km; USD 845 (SDR 600) for all flights exceeding 4,500 km

JORDAN

ROUTES

INVOL. DENIED BOARDING

DOWNGRADE

ORIGINATING FROM JORDAN ONLY

AMM-AUH ONLY

Arrival at final destination less than 3 hours

SDR 75 (USD 100)

Refund of the fare difference of the downgraded sector

OR

Refund of 50% of the ticket fare (excluding taxes)

Arrival at final destination over
3 hours

SDR 150 (USD 200)

AMM-AUH- (ALL)

1500 to 4000
Km

Over 4000 Km

Arrival at final destination less than 3 hours

SDR 75 (USD
100)

SDR 100 (USD 130)

Arrival at final destination over 3 hours

SDR 150 (USD
200)

SDR 200 (USD 260)

INDIA

APPLICATION

ROUTES

FLIGHT DELAY / CANCELLATION

INVOL. DENIED BOARDING

DOWNGRADE

ADDITIONAL NOTES

ORIGINATING
FROM INDIA ONLY

DEL/BOM/COK/ HYD/AMD/TRV/

EY CoC (EGM or EY credit)

Arrival at final
destination less than 24 hours

INR 10000

Refund of the fare difference between J and

Schedule change within 14 days

	CCU/CCJ-AUH ONLY				Arrival at final destination over 24 hours	INR 20000	Y or between F and J as applicable + USD 400 CASHABLE EMD	Extraordinary circumstance list Care (hotel + meal+ transport + rebooking)
PAKISTAN
APPLICATION	ROUTES		FLIGHT DELAY / CANCELLATION		INVOL. DENIED BOARDING		DOWNGRADE	ADDITIONAL NOTES
ORIGINATING FROM PAKISTAN ONLY	ISB/LHE/KHI- AUH ONLY		EY CoC (EGM or EY credit)		Arrival at final destination less than 4 hours	Refund of 25% of the net fare of the ticket	Refund of the fare difference between J and Y or between F and J as applicable + USD 400 CASHABLE EMD	Schedule change within 14 days Extraordinary circumstance list Care (hotel + meal+ transport + rebooking)
					Arrival at final destination over 4 hours	Refund of 50% of the net fare of the ticket
KSA - GACA
APPLICATION	ROUTES	FLIGHT DELAY / CANCELLATION							ADDITIONAL NOTES
ORIGINATING FROM KSA ONLY (to final destination)	DMM/ JED/ RUH-AUH ONLY	Delay		Arrival at final destination between 3 to 6 hours	The equivalent of 50 Special Drawing Rights Units (SDR)				Schedule change within 14 days Extraordinary circumstance list Care (hotel + meal+ transport + rebooking) Refreshments starting from the first hour An appropriate meal if the delay exceeds 3 hours
				Arrival at final destination more than 6 hours	The equivalent of 150 Special Drawing Rights Units (SDR)
		Cancellation		If passenger is rebooked on the first available flight	Compensation in accordance with the provisions for flight delay
				If passenger chooses not to travel	Refund of unused sector(s) +

			Compensation equivalent to 50% of the value of the unused sector(s) if the air carrier informed the guest of the cancellation during the period from 60 days to 14 days prior to departure.			Hotel + transportation to/from airport if the delay exceeds 6 hours
			Compensation equivalent to 75% of the value of the unused sector(s) if the air carrier informed the guest of the cancellation during the period from 14 days to 24 hours prior to departure.			If the air carrier fails to provide care – compensation of:
			Compensation equivalent to 150% of the value of the unused sector(s) if the air carrier informed the guest of the cancellation during the period 24 hours prior to departure.			10 SDR if refreshments are not provided 30 SDR if an appropriate meal is not provided 100 SDR if hotel and transport is not provided
In case of a flight delay of more than 2hrs, the guest can treat the flight as cancelled and claim for a full refund (if sector (s) remains unused) without the deduction of any fees. In case of a flight delay of more than 5hrs, the guest can treat the flight as cancelled and the guest is entitled to compensation as per the cancellation policy.
KSA - GACA	ROUTES	INVOL. DENIED BOARDING			DOWNGRADE
	DMM/JED/ RUH-AUH ONLY		Arrival at final	The equivalent of 50 Special Drawing Rights Units (SDR)		Refund of the fare
			destination			difference between J
ORIGINATING			between 3 to 6			and Y or between F and
FROM KSA		If passenger is rebooked on the	hours		If passenger accepts the	J as applicable
ONLY (to final destination)		first available flight	Arrival at final destination more than 6 hours	The equivalent of 150 Special Drawing Rights Units (SDR)	DG	+ Compensation equivalent to 50% of that amount

		If passenger chooses not to travel			Refund of unused sector(s) + Compensation equivalent to 200% of the unused sector(s)			If passenger chooses not to travel		Refund of the fare difference between J and Y or between F and J as applicable + Compensation equivalent to 200% of that amount
OMAN
APPLICATION	ROUTES	FLIGHT DELAY / CANCELLATION			INVOL. DENIED BOARDING			DOWNGRADE		ADDITIONAL NOTES
ORIGINATING FROM OMAN ONLY	MCT-AUH (ALL)	Delay less than 6 hours	MC99		Delay between 2 and 6 hours	50% of the unused sector		If passenger accepts the DG	Refund of the fare difference between J and Y or between F and J as applicable + Compensatio n equivalent to 50% of that amount	Schedule change within 14 days Extraordinary circumstance list (please refer to the regulation page 31) Care (hotel + meal+ transport + rebooking) If the air carrier fails to provide care – compensation of: 10 SDR if refreshments are not provided 30 SDR if an appropriate meal is not provided 100 SDR if hotel and
		Delay more than 6 hours or Cancell ation	1,500km or less	RO 108
			1,500 – 3,500km	RO 173	Delayed more than 6 hours	1,500km or less	RO 108	If passenger chooses not to travel	Refund of the unutilized itinerary + Compensatio n equivalent to 50% of that amount
			Over 3,500km	RO 260		1,500 – 3,500km	RO 173
						Over 3,500km	RO 260

transport is not provided

If the guest decides to terminate the contract, the air carrier shall:

For unused tickets reimburse the full value of the unutilized ticket plus a compensation equal to (100%) of said value.
For partially utilized tickets, refund the value of the ticket (unutilized itinerary) plus compensation equal to (50%) of the total ticket value.

APBR – Philippines Air Passenger Bill of Rights

APPLICATION

ROUTES

FLIGHT DELAY / CANCELLATION

INVOL. DENIED BOARDING

DOWNGRADE

ADDITIONAL NOTES

ORIGINATING FROM MANILA ONLY

MNL-AUH (ALL)

Delay less than 4 hours

Care

The higher of either the full value of the fare, including taxes, surcharges and optional service items
or 10,000 PHP

Refund of fare difference and additional 50% of that value

Schedule change within 14 days

Extraordinary circumstance list

Care (hotel + meal+ transport + rebooking)

Delay/Cancellati on more than 4 hours

Compensatio n equivalent to at least the value of the delayed sector. To be paid in cash or voucher

In case of a flight delay of at least 4hrs after STD, the guest can treat the flight as cancelled. In case of flight cancellation, full refund of unused ticket.

Thailand Passenger Rights*

APPLICATION

ROUTES

FLIGHT DELAY / CANCELLATION

INVOL. DENIED BOARDING

DOWNGRADE

ADDITIONAL NOTES

ORIGINATING FROM THAILAND ONLY

BKK/HKT- AUH-(ALL)

Flight delay more than five
hours

ALL

1,500
THB

Delay between 5-
10 hours from STD

1,500 THB

Refund 75% of the air fare

Schedule change within 7 days

Extraordinary circumstance list

					Care (hotel + meal+
					transport + rebooking)
	1,500km or less	2,000 THB			Flight Delay exceeding 2 hours: Food voucher and free
					communication
					Flight Delay exceeding
					Flight Delay exceeding
					5 hours:
	1,500km to 3,500km	3,500 THB			Food voucher and free communication + Accommodation and
					transportation as
					necessary
Flight delay more than ten hours			Delay exceeding 10 hours from STD	4,500 THB	+ Compensation within 14 days + If guests do not wish to travel:
Flight delay more than ten hours			Delay exceeding 10 hours from STD	4,500 THB
					reimbursement of full
					amount of unutilised
					sectors
	3,500km or more	4,500 THB			Flight Delay exceeding 10 hours: Food voucher and free
					communication
					+
					Accommodation and
					transportation as
					necessary
					+
					Compensation within
					14 days
					+

								If guests do not wish to travel: reimbursement of full amount of unutilised sectors or rerouting on another carrier
Compensation for Cancellation is not payable if we notify the pax of such cancellation 7 days prior to the scheduled flight departure or if caused by extraordinary circumstances
Compensation must be paid within 14 days from date of flight delay
*Regulation effective from 20MAY25
MONTREAL CONVENTION
APPLICATION	FLIGHT DELAY / CANCELLATION / INVOL. DENIED BOARDING / DOWNGRADE							ADDITIONAL NOTES
All EY destinations	Refund of proven damage							Request for receipts (hotel, taxi, meal, flight bookings, purchase of essentials)
OTHER DESTINATIONS
APPLICATION	FLIGHT DELAY / CANCELLATION			ROUTE	INVOL. DENIED BOARDING		DOWNGRADE	ADDITIONAL NOTES
					Y	J/F	J/F
ALL OTHER DESTINATIONS	Delay to final destination between 0-4 hours	No compensation		SHORT HAUL	USD 100 NON- CASHABL EMD	USD 200 NON- CASHAB LE EMD	Refund of the fare difference between J and Y or between F and J as applicable + USD 200 CASHABLE EMD	Montreal Convention not to be considered unless specifically claimed
	Delay to final destination between 4-9 hours	Economy class:	10,000 EGM or USD 100 EY Credit
		First/Business class/ EYG Gold and above:	20,000 EGM or USD 200 EY Credit	MEDIUM HAUL	USD 200 NON- CASHAB LE EMD	USD 400 NON- CASHAB LE EMD	Refund of the fare difference between J and Y or between F and J as applicable + USD 400 CASHABLE EMD

	Delay to final destination more than 9 hours	Economy class:	20,000 EGM or USD 200 EY Credit	LONG/ULTRA LONG HAUL	USD 300 NON- CASHAB LE EMD	USD 600 NON- CASHAB LE EMD	Refund of the fare difference between J and Y or between F and J as applicable + USD 600 CASHABLE EMD
		First/Business class/ EYG Gold and above:	30,000 EGM or USD 300 EY Credit

Keywords: Flight Disruption Regulation, Regulation Rules, Regulation Compensation Amount, Compensation Values, EUROPEAN UNION EC261/2004, UK261, TURKEY (SHY), US DOT - 14 CFR 250.5, CANADA APPR, ISRAEL (ASL), SOUTH KOREA, EGYPT, JORDAN, INDIA, PAKISTAN, KSA - GACA, OMAN, APBR – Philippines Air Passenger Bill of Rights, Thailand Passenger Rights, MONTREAL CONVENTION, OTHER DESTINATIONS