The data comes from AirAdvisor, a startup that makes it easier for passengers to claim compensation from airlines. Last year, the six busiest Portuguese airports – Lisbon, Porto, Faro, Funchal, Ponta Delgada and Horta – registered a record 68.6 million passengers, according to data from ANA Aeroportos de Portugal, a concession of VINCI Airports, responsible for managing 10 airports in the country.

AirAdvisor CEO Anton Radchenko, a lawyer and master in International Law from the University of Iowa College of Law (USA), says that, on average, 30% of these flights that passed through Portuguese airports - departures or arrivals - had some type of disruption, such as delays and cancellations. According to him, these disruptions may have impacted up to 20.58 million passengers. These numbers, according to the expert, reflect the fact that Portugal has significant challenges with flight punctuality, and in 2023, it was identified as the third worst country in Europe in this regard, with more than 80,000 flights interrupted, affecting more than 11 million passengers.

Making a complaint

Although the negative repercussions of flight delays and cancellations are high, airline customers do not always formalise their complaints. According to surveys carried out by AirAdvisor across the European Union, only 10% to 20% of passengers who are entitled to compensation or refunds for cancelled or delayed flights actually request compensation. Anton Radchenko explains that this number varies depending on the source and country, but the consensus is that most consumers do not claim what they are owed. In the case of Portugal, taking this data into account, the number of customers who should request compensation, due to problems last year, could range from 2.058 million to 4.116 million people. In other words, around 16.464 million passengers affected by some type of disorder never even request their rights.

He believes that this phenomenon of low demand for compensation often occurs due to a lack of knowledge about consumer rights or difficulties in the complaints process. “Although European Union legislation, such as Regulation (EC) No. 261/2004, guarantees clear rights to passengers, lack of knowledge about these rights, the complexity of the process and misinformation from airlines contribute to this low rate of requests,” he says.

Anton Radchenko argues that one way to minimize the stress suffered and the emotional and financial losses caused by delays and cancellations is for each consumer to be aware of their rights as a passenger and how to proceed in situations like these. He explains that compensation is not automatic and depends on certain conditions, such as the reason for the delay or cancellation. If the disruption is caused by extraordinary circumstances, such as extreme weather conditions, security risks or third-party strikes, the airline may not be required to pay compensation.

First steps for compensation

In cases of delays and cancellations, the first step is to contact customer service to find out the reason for the disruption in detail and, preferably, in writing. It is important to keep all information and evidence, including communications of cancellation or delay, as well as receipts for additional expenses. AirAdvisor's CEO warns that airlines often offer travel vouchers and other freebies as an alternative to refunds, which are nothing more than ways for airlines to safeguard themselves in the event of a flight cancellation.

The expert's advice is for passengers not to accept vouchers or other offers and to be careful about what they sign. “It is common for these vouchers to have contractual terms that, in addition to absolving the airline from paying the ticket refund in exchange for the vouchers, also imply that passengers are waiving any type of compensation for flight cancellation.” Anton Radchencko says that even when passengers get their ticket refunded or travel on an alternative flight, it does not mean that they should not be compensated for the losses caused by the flight cancellation and lack of adequate notice, with compensation being up to 600 euros. Therefore, he emphasizes the importance of checking whether the situation falls within the conditions for compensation for cancellation or delay.

AirAdvisor has created a free calculator that allows you to check whether your case is eligible for a claim. The tool can be accessed online via the link https://airadvisor.com/br/calculadora-de-compensacao-por-voos . “The best way to ensure these rights are upheld is to educate consumers about their legal options and encourage greater transparency from airlines regarding passenger rights,” he concludes.

Compensation amounts according to Air Advisor

Flight cancellation between 14 and 7 days before departure:

• Less than 1,500 km - delay of 2 or more hours on arrival - €250

• Less than 1,500 km - delay of less than 2 hours on arrival - €125

• Between 1,500 km and 3,500 km - departs 2 or more hours before the flight's initial time and arrives 3 hours late - €400

• Between 1,500 km and 3,500 km - departs 2 or more hours in advance of the initial flight time and arrives less than 3 hours late - €200

• More than 3,500 km - delay of 4 or more hours on arrival - €600

• More than 3,500 km - leaves 1 hour before the initial flight and arrives less than 4 hours late - €300

Flight cancellation less than 7 days before departure:

• Less than 1,500 km - delay of 2 hours or more on arrival - €250

• Between 1,500 km and 3,500 km - delay of 3 or more hours on arrival - €400

• More than 3,500 km - delay of 4 or more hours on arrival - €600

• More than 3,500 km - delay of less than 4 hours on arrival - €300