Flight cancellations, long delays and overbooking resulting in passengers being denied boarding: for decades, airlines could cause all kinds of problems without regard for travellers. In many parts of the world, they still can.
But in 2004 the European Union announced Regulation 261 – which transformed air passengers’ rights rules across Europe. It stipulated a duty of care for disrupted travellers and provided cash compensation for short-notice cancellations and overbooking.
