DELAYS AND CANCELLATIONS

If your flight has been cancelled.

You have several options:

1. Free Flight Change
   You can switch to another flight at no additional cost.
2. Voucher
   You can request a voucher for the full value of your booking:
   • Valid for 12 months from the date of issue.
   • Allows you to book any destination on neosair.com flexibly.
3. Refund
   You can request a refund for the full booking amount:
   • The amount will be refunded to the payment method used.
   • Requests are processed within 7 days, but it may take a few extra days for the funds to appear in your account.

For more details, see our Passenger Rights page.

If you booked through a tour operator or travel agency

• You can manage your booking directly through them.
• If your agent cannot assist you, you may contact our Customer Service via chat, but always remember to update your travel agent about any changes.

Overnight Accommodation

If your replacement flight is scheduled for the next day, you may be entitled to overnight accommodation:

• If you require a wheelchair-accessible room, contact our Customer Service, and we will book it for you.
• If you are already at the airport and have no internet access, contact the ground staff.

We will always do our best to provide accommodation. However, in cases of widespread disruptions, you may be asked to arrange it yourself. In such cases, please keep the VAT receipt to request reimbursement of expenses.

Meal and Beverage Vouchers

In the event of a flight delay, we will provide a voucher to be used for snacks, meals, or drinks:

• Delay of 2 hours: voucher for flights up to 1,500 km
• Delay of 3 hours: voucher for flights over 1,500 km and up to 3,500 km
• Delay of 4 hours: voucher for flights over 3,500 km

Delays Requiring Overnight Stay – Accommodation

If your flight delay prevents you from departing before the next day, our ground staff will arrange overnight accommodation for you.

• Hotel and Transport Information:
  Stay at the airport to receive details about the hotel and available transfer service. Whenever possible, transport from the hotel to the airport will also be included.

If your flight is diverted, we will do our best to get you to your final destination. Our ground staff will update you on available transfer options.

In the rare case we cannot cover accommodation, meal, or transport costs on the day of the flight disruption, you may be asked to advance a reasonable payment.

In this case:

• Always keep your receipts.
• You can submit your reimbursement request through our Customer Care Form page.

We cover exclusively:

• Shared or standard-class transport (e.g., bus, train, shared taxi)
• 3-star hotel stays or equivalent, where available
• Reasonable meal and beverage expenses (alcohol excluded)

For detailed information about your rights, see our Passenger Rights for Delayed or Cancelled Flights notice.

All requests must be accompanied by receipts or invoices on official letterhead as proof of purchase. Bank statements or credit card slips are not accepted.

Why Overbooking Happens

As a commercial policy, Neos does not sell more tickets than available seats; however, overbooking can occasionally occur due to:

• Exceptional misalignments between different sales channels/tools
• Aircraft weight restrictions
• Replacement, for operational reasons, with a smaller aircraft than originally planned

When overbooking occurs, at check-in or the gate, we always ask for volunteers willing to change their travel plans and give up their seat so that all passengers wishing to travel can board.

What Happens in Case of Denied Boarding

If you are unable to board due to overbooking:

• Contact ground staff immediately, who will assist you in arranging a new travel plan or, if preferred, requesting a refund or voucher.

• We will cover reasonable transport, accommodation, and meal/beverage expenses according to our reimbursement policy until the next available flight.

• You are also entitled to compensation under EC Regulation 261/2004. Check your rights on our Passenger Rights page.

 

If you purchased your flight through a travel agency or tour operator, please contact them directly for any booking disruptions.

For other changes to your trip (e.g., hotel, car rental, parking, or transfers), you must contact your travel agent or service provider. Neos is not responsible for these changes.

When and How to Submit a Compensation Claim

If your flight arrives more than three hours late or is cancelled with less than 14 days’ notice, you may be entitled to compensation under EC Regulation 261/2004, as clarified by subsequent EU Court decisions, provided the disruption is our responsibility.

No compensation is due if the delay or cancellation is caused by extraordinary circumstances beyond our control, such as:

• Air traffic control strikes
• Adverse weather conditions
• Airport closures
• Mobility restrictions or flight suspensions imposed by authorities
• Other causes not attributable to Neos

To request compensation under EC Reg. 261/2004 or reimbursement of expenses, submit a claim through our contact form. Our team will review your request and confirm your eligibility for compensation and/or reimbursement.

After submitting your claim, you will receive an acknowledgment email with a unique case number.

We respond to passenger claims within 30 days of receipt. You can monitor your claim status at any time by accessing your reserved area.

We recommend contacting us directly: intermediary services charge additional fees that are non-refundable. Our service is fully free and managed by highly qualified staff.