Delay, cancellation and refund

If your flight is delayed

We send delay information to the phone number on your booking, so please keep it up to date. You can also check the latest times in Manage booking.

• Still go to the airport on time unless we tell you the check-in time has changed. Delays can shorten if the aircraft arrives early.
• Long delays: depending on the length of the delay and the route, you may be entitled to meals and refreshments, and a hotel if the flight moves to the next day. Ask the airport staff or our team at the desk, and keep receipts for anything you pay yourself.
• Delay of 5 hours or more: if you decide not to travel, contact us before departure. You can have the price of the flight refunded, or take travel credit for the full amount if you prefer.

If we cancel your flight

We contact you as soon as we know, using the details on your booking. You can choose:

1. Another flight, free of charge, on the same route, subject to seats. Your seats and extras move with you where possible.
2. A refund in money of the full amount you paid for the affected flights, including seats and extras bought through us, paid to your card within 7 days.
3. Travel credit for the same amount, if you prefer credit to a refund.

Please choose within 14 days of our message. If we do not hear from you, we keep the amount as travel credit, and you can still ask for the refund for as long as the credit is unused. The same options apply if we move your flight by five hours or more.

Your passenger rights and compensation

North Macedonia applies the European air passenger rights rules (Regulation (EC) No 261/2004) through its Law on Obligations and Real Rights in Air Transport. Depending on the case, the operating airline owes you care at the airport, re-routing or a refund, and fixed compensation of 250, 400 or 600 euro by flight distance for denied boarding and for cancellations announced at short notice. These rights apply in addition to our policy and are never reduced by it.

Compensation is usually not due when the disruption is caused by extraordinary circumstances outside the airline's control, such as severe weather, air traffic control restrictions, security threats or political unrest.

If you want to cancel

Eurosava does not give cash refunds for cancellations you make. Instead:

• At least 48 hours before departure: the value of your flights, fare package, seats and extras becomes travel credit.
• Less than 48 hours before departure, or not showing up: the booking can't be converted into credit.
• You can cancel single travellers or just the return flight; credit is calculated for the part you cancel.

Read the full refund & credit policy for what isn't converted into credit, such as payment fees and insurance that has already started.

Using travel credit

1. Find a new flight on the website and note the date and route.
2. Send us your credit code or original booking reference with the flight you want, by message or phone.
3. We apply the credit and send you the new booking. If the new trip costs more, you pay only the difference; anything left stays on your credit.

Missed flights and connections

If you miss a flight because you arrived late, the ticket for that flight is lost, but your return flight stays valid — please tell us you still plan to travel on it. If you miss a connection because of a delay on a flight booked in the same Eurosava booking, we rebook you on the next available flight at no cost.

Travel insurance

If you bought travel insurance from our insurance partner, it may cover costs our policy doesn't — for example cancelling late because of illness, or extra hotel nights. Keep all documents and receipts and contact us; we'll help you start the claim.