Your rights > Airlines > HelloJets
Delayed or cancelled HelloJets flight? Even on a charter flight, you may be entitled to up to EUR 600
Was your departure for a holiday or your journey home with HelloJets delayed at any time in the last 3 years? You are then likely entitled to compensation of EUR 250 to EUR 600 per person, even if the ticket was arranged by a travel agency. You will find the eligibility conditions below; the assessment takes a few minutes and is free.
Find out for free whether HelloJets owes you compensation.
The assessment is free and non-binding. We charge a fee only if we actually recover the compensation.
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Charter flight included in a package holiday? Your rights are the same
HelloJets is a Romanian charter airline that operates flights for Czech travel agencies from Prague, Brno and Ostrava to resorts in Bulgaria, Egypt and Tunisia. You may have flown with it without buying the ticket yourself. However, Regulation (EC) No 261/2004 does not distinguish between scheduled and charter flights. The only relevant points are whether the flight departed from an airport in the EU or was operated by an airline based in the EU. HelloJets meets both conditions, so you are protected both when travelling on holiday and when returning home from Egypt, Tunisia or Bulgaria.
Important: compensation is paid by the airline that operated the flight, not by your travel agency. Since the amount depends on the flight distance rather than the price of the ticket or package holiday, the compensation for a family of four can easily exceed the cost of the entire holiday.
Additional tip: if a delayed flight shortened your holiday or caused other problems, you may be entitled not only to compensation from the airline, but also to a discount on the package holiday from the travel agency. We will be happy to advise you on how to proceed; the two claims do not exclude one another.
Important: compensation is paid by the airline that operated the flight, not by your travel agency. Since the amount depends on the flight distance rather than the price of the ticket or package holiday, the compensation for a family of four can easily exceed the cost of the entire holiday.
Additional tip: if a delayed flight shortened your holiday or caused other problems, you may be entitled not only to compensation from the airline, but also to a discount on the package holiday from the travel agency. We will be happy to advise you on how to proceed; the two claims do not exclude one another.
When are you entitled to compensation from HelloJets?
- Flight delay: arrival at the final destination was delayed by more than 3 hours. With charter flights, this typically happens because delays accumulate during the season or because of a technical fault.
- Flight cancellation: the flight was cancelled less than 14 days before departure and the replacement flight offered got you to the destination with a significant delay.
- Denied boarding: you were not allowed to board even though you had valid documents and arrived on time.
Technical faults: a technical fault with the aircraft is generally not considered an extraordinary circumstance. If the airline invokes one, we will check its statement against flight data.
HelloJets specifics: what should you watch out for?
HelloJets leases aircraft with crew to travel agencies and other airlines. The departure instructions from the travel agency may therefore show a different name from the one you later see on the aircraft. What matters is the actual operating airline:
- Check the flight number in the departure instructions or on the boarding pass. HelloJets flights carry the H3 code.
- The operator may also be shown on the arrivals board and in a delay confirmation if one was issued to you at the airport.
- Not sure? send us the flight number and date. We will identify the operator from flight data for you.
Submitting a claim to the wrong company is one of the most common reasons passengers are unsuccessful with charter-flight claims. We will take precisely this worry off your shoulders.
What are you entitled to at the airport?
During a longer wait, the operating airline must provide refreshments and, if the wait continues overnight, a hotel and transport. At a crowded airport during the high season, however, you may not receive this care. Keep receipts for food, drinks or accommodation; reimbursement can be claimed together with the compensation.
What compensation are you entitled to?
The amount of compensation depends on the great-circle distance between the place of departure and the final destination.
| Flight distance | Example route | Compensation per person |
|---|---|---|
| Up to 1 500 km | Prague – Burgas | 250 EUR |
| 1 501 – 3 500 km | Prague – Djerba, Brno – Hurghada, Prague – Marsa Alam | 400 EUR |
| Over 3 500 km | Long-haul flights | 600 EUR |
HelloJets routes from the Czech Republic fall within the first two bands; even flights to Egyptian resorts remain just below the 3,500 km threshold. Our form will calculate the exact distance and amount for your particular flight.
How can you obtain compensation?
You can contact the airline directly. With a foreign charter airline, however, expect to communicate in English and bear in mind that, as an individual without access to flight data, you have a weak negotiating position.
The simpler route: enter the flight in our form. We will assess the claim, identify the operator and obtain the flight data, and handle the entire negotiation for you. Our legal team will step in if necessary. If we do not recover the compensation, you pay nothing.
On your own
- You fill in the airline's form and collect the supporting documents yourself.
- Claims are often rejected on the grounds of extraordinary circumstances.
- No legal support and an uncertain outcome.
With ClaimCloud
- Submit your claim in a few minutes; we take care of the rest
- 95% success rate and 10 years of experience with airlines.
- You pay only if the claim is successful
Submit your claim in a few minutes; we take care of the rest.
The assessment is free and non-binding. We charge a fee only if we actually recover the compensation.
95%
Claim submission success rate
10 years
Helping people obtain fair compensation
No risk
Filing a claim is non-binding
Frequently asked questions about compensation
My ticket was arranged by a travel agency. Who will pay the compensation?
Compensation under the EU regulation is paid by the operating air carrier, i.e. HelloJets. At the same time, you can pursue a discount on the package holiday with the travel agency; the two claims do not exclude one another.
My return from holiday was delayed, not the outbound flight. Am I entitled?
Yes. Eligibility is assessed separately for each flight, so a delayed return from Egypt, Tunisia or Bulgaria to the Czech Republic gives rise to the same entitlement as a delayed outbound flight.
The travel agency's instructions named a different airline, but I flew on a HelloJets aircraft. Who is the claim against?
The actual operating airline is decisive. If HelloJets actually operated the flight, the claim is directed against HelloJets. We can reliably identify the operator from the flight number and flight data.
Is the compensation limited by the price of the package holiday?
No. The amount of compensation depends solely on the flight distance. For a family with children, it may therefore be higher than the price of the entire holiday. All passengers, including children with their own seat, are eligible.
The airline says it was a technical fault beyond its control. Is that an extraordinary circumstance?
Generally not. The technical condition of the aircraft is the airline’s responsibility, and courts usually do not recognise technical faults as extraordinary circumstances. We verify such statements and know how to challenge them.
How far back can I claim compensation?
The limitation period in the Czech Republic is 3 years from the flight date, but the right must be asserted against the airline without undue delay, no later than within 6 months. It may therefore still be worth checking last year’s holiday, so do not wait.
Did a delayed charter flight take away part of your holiday? At least get your money back.
EUR 250 to EUR 600 per person, including children with their own seat. The claim assessment is free and non-binding.
Check your compensation claim against HelloJetsFree, non-binding, and you pay only after compensation has been successfully recovered.