To give our travellers peace of mind and clarity when the unexpected happens, we have put together information on what applies in different situations:
Who do I contact?
Your first point of contact is the airline on site. If there are no airline staff present, contact their "handling agent" instead. You can always get information from the airport's information desk. You can also call UCPA Jour (+46769436688) to let us know that your flight has been cancelled. If your flight is delayed, you only need to inform Jour if the delay is more than 60 minutes.
Flight delays
Flights are sometimes delayed due to technical faults, weather conditions or too much traffic in the airspace. If your flight is delayed, you are entitled to compensation under the EU rules on air passenger rights, known as Regulation EU 261. See below.
Delays on the return journey do not entitle you to a price reduction under the Swedish Package Travel Act.
Cancelled flight and need for a hotel
If your flight is cancelled and you cannot continue your journey the same day, the airline must arrange a hotel for you. Contact the airline for help with this. If you need to book a hotel yourself, keep all receipts so that you can claim compensation from the airline. Please note that we always recommend contacting the airline first before booking your own hotel.
Food and drink during a delay
If your flight is delayed, you are entitled to food and drink (e.g. meal vouchers) while you wait, depending on how long the delay is. The airline is responsible for providing this. Contact the airline at the airport to get meal vouchers or other information.
Additional costs caused by the delay
If you incur additional costs, such as transport, food or accommodation, because of delays, these costs should generally be covered by the airline. Always keep your receipts and attach them when you submit your claim to the airline (see below).
What happens with the transfer?
If you have booked flights and a transfer as part of your package with us, we will contact you with information about new transfer times. If you have booked your flight yourself and miss our transfer, we recommend that you take a taxi to your destination. Keep the receipt and apply for compensation from the airline.
Compensation under EU261/2004
In the event of delays or cancelled flights, you may be entitled to financial compensation under EU rules (Regulation EU261/2004).
To apply for compensation under EU261/2004, you should contact the airline directly, as it is the party responsible under the EU261 rules. We, as the tour operator, are not. The amount of compensation depends on the flight distance and the length of the delay. You will need your flight reference when you claim compensation (you can find it in your booking confirmation).
- Air France : https://wwws.airfrance.se/claim
- Brussels Airlines: https://www.brusselsairlines.com/fr/en/contact/feedback/general/delays-and-cancellation
- EASYJET: https://www.easyjet.com/en/claim/EU261
- KLM : https://www.klm.se/en/claim
- Lufthansa / Air Dolomiti / Austrian airlines: https://www.lufthansa.com/se/en/fast-compensation
- Norwegian: https://www.norwegian.com/se/ipr/refund#/expenseclaim?rcategory=DELAY
- SAS : https://www.flysas.com/en/customer-service/contact/forms/claim-flights/
- SWISS : https://www.swiss.com/se/en/customer-support/contact-us/application-for-compensation-in-the-event-of-flight-irregularities
