Smartavia Answer Center

Flight delay: your rights and what to do

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 about flight delays

— 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.

📞 Where to turn right now

• 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.