Due to the pandemic outbreak of coronavirus (COVID-19), the Dutch Human Environment and Transport Inspectorate (ILT), enforcement body for EC 261/2004 considers it important to clarify how certain aspects of this Regulation are interpreted.
Care and assistance
EC 261/2004 offers important rights to passengers even during this outbreak. When flights are cancelled or there are long delays, passengers have right of information on their rights and have right to care and assistance. For cancelled flights passengers must be offered the choice between a voucher, refund or re-routing (alternative flight or later date).
When a passenger accepts a voucher, the voucher must be valid for at least 1 year and if not used by the passenger, the airline needs to proceed payout on own initiative. ILT supervises possible misuse.