Smartavia Answer Center
We will answer your most important questions ❤️
My Smartavia flight is delayed. What am I entitled to?
We are sorry that you are facing a flight delay. We understand that this causes inconvenience. Below is what you can receive from the airline depending on the waiting time.
Standard services during a delay
- Mother and child room — if you are travelling with a child under 7 years old, with a disabled child under 14 years old, or if you are pregnant.
- Baggage storage — free of charge.
Meals and drinks
- If waiting for more than 2 hours — soft drinks.
- If waiting for more than 4 hours — hot meal (first time).
- Then every 6 hours during the daytime and every 8 hours at night — repeated hot meals.
The time and place for meal and drink distribution are announced over the public address system or by SMS.
Transport and hotel
- Hotel accommodation — if you are waiting for boarding more than 8 hours during the day or more than 6 hours at night.
- Transfer from the airport to the hotel and back — at the airline's expense (if the hotel is provided by us).
Frequently asked questions
Where can I get meals or find out about a hotel?
Contact the airline representative at the airport or the information desk. Also, listen for announcements.
Do I have to pay anything for the hotel and transfer?
No, if the delay exceeds the established thresholds (8/6 hours) and accommodation is provided at the airline's initiative. The transfer is also free.
What if I am not provided with the services required by law?
Keep your boarding passes, receipts and any supporting documents. Contact us at the toll-free number specified in the delay notification, or via the feedback form.
Assistance
- To the airline representative at the airport or the information desk.
- Via the toll-free number specified in the SMS delay notification.
- Write to us via any official communication channel.
We will be happy to guide you on the next steps.
Section questions
- Smartavia flight rescheduled: what to do if the new time or date is not suitable?
- Smartavia flight has been cancelled. How can I exchange or return my ticket?
- Smartavia flight is delayed. What should I do?
- Where can I check the current departure time of a Smartavia flight?
- I'm going to miss my connecting flight due to a Smartavia delay. What should I do?
- Need a certificate of Smartavia flight delay. How to get it?
