Delayed Flight and Ticket Repurchased by the Customer: Why Mediation Split the Difference [ABO]

A traveler approached the Mediation following a significant delay on their return flight Tunis – Lyon in November 2024.

They requested reimbursement for the tickets repurchased in an emergency as well as compensation for the additional costs incurred.



The passenger had booked a stay in Tunisia as part of a package tour.

The return flight experienced a particularly long delay, estimated at more than 16 hours according to flight-tracking data.

Significant disruptions were reported at Tunis airport at the same time, linked to technical problems affecting operations.

Given the need to return to France on the scheduled date, the traveler purchased a ticket with another carrier for about €1,810.

Legally, the Tourism Code provides that the organizer of a package tour is strictly liable for the proper performance of the services provided under the contract.

In case of non-performance of a service, the organizer must provide assistance to the traveler (accommodation, support during the wait, etc.).

The text also states that if the professional does not remedy the situation within a reasonable time, the traveler may address the issue themselves and request reimbursement of the necessary expenses. These costs must however remain proportional to the initial service.

In this case, purchasing a replacement airline ticket is justified by the need to return, but the amount is deemed high in light of the price of the initial package.

By contrast, the file shows that the assistance provided during the delay was insufficient.

In these conditions, the Mediation determined that compensation was justified and recommended the partial reimbursement of the repurchased tickets to the amount of €905.07, i.e., about half of the sum spent.

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