Passenger Rights

Your Passenger Rights

 

Dear passenger,

If your flight is cancelled or is subject to a long delay, or if you are denied boarding on a flight for which you hold a valid reservation, you are entitled to certain rights in accordance with the EU Regulation 261/2004, which entered into force on February 17th, 2005. The airline which carries out the irregular flight is responsible for granting you these rights.

Validity 

The Regulation applies:
• to passengers departing from an EU airport or departing from an airport outside the EU when carried by an EU carrier, unless they received benefits or compensation and were given assistance in that third country,
• only if you have a confirmed reservation on the flight concerned,
• only if you (except in case of cancellation) present yourself in time for check-in or, if no time is indicated, at least 45 minutes prior the published departure time,
• only if you travel on a ticket bought at a fare available to the public.

Delay

In accordance with the EU Regulation a delay occurs when a flight is delayed beyond its scheduled departure time by 4 hours for flights of more than 3.500 km, by 3 hours for flights between 1.500 km and 3.500 km as well as intra-Community flights of more than 1.500 km, and by 2 hours for flights of up to 1.500 km. When your flight is expected to have a long delay, passengers are entitled to receive care while waiting.

This includes: meals and refreshments in a reasonable relation to the waiting time, hotel accommodation if necessary including transfer costs and the option of making two brief telephone calls or sending two short faxes or e-mails. Care for passengers while waiting may be declined if the provision of the care would itself cause further delay. In case of more than 5 hours you are entitled to a refund of your ticket within seven days for the parts not used or for those parts already used if your flight no longer serves its purpose, and when relevant, a return flight to your first point of departure.

Denied boarding

If, in case of overbooking, you are being involuntarily denied boarded on a flight for which you hold a reservation, you are entitled to receive care as laid out in the previous section of “delay”. In addition you are entitled to re-routing, under comparable conditions, to your final destination at the earliest opportunity. Subject to availability of seats, you may instead choose re-routing to your final destination at a later date at your convenience, in which case you will have to bear yourself the cost for food, accommodation and transfer.

If you are involuntarily or voluntarily denied boarded, you have the right to an alternative flight or to a refund and compensation which can also be paid per cheque, by bank transfer or, with your agreement, in form of a voucher. The amount of compensation shall be paid in cash, cheque or transfer or with your agreement in form of vouchers.
The amount of compensation depends on the distance of the schedule flight or the alternative flight proposed to you: Compensation amount of
• 250 € for flights up to 1,500 km,
• 400 € for flights between 1,500 km and 3.500 and intra-Community flights of more than 1.500 km and
• 600 € for flights of more than 3,500 km.

If you are offered an alternative flight, and the scheduled arrival time of which does not exceed 2 hours in respect of flights up to 1.500 km; 3 hours in respect of flights between 1.500 km and 3.500 km as well as intra-Community flights of more than 1.500 km; and 4 hours in respect of all other flights, the above mentioned compensation amounts can be reduced by 50%, i.e.125 €, 200 € and 300 €.
These rights are not granted if you have been denied boarded on reasonable grounds, such as reasons of health, general or operational security, or inadequate travel documentation.

Cancellation 

If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, refund and compensation as laid out here above.
You are not entitled to receive compensation if the cancellation is attributed to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad weather conditions, political instability, strikes, security, risks, unexpected flight safety shortcomings.
Equally, there is no right to compensation when the passenger has been informed of the cancellation:
• at least 14 days prior the scheduled time of departure.
• between 14 and 7 days before the scheduled time of departure and the alternative flight departs no more than 2 hours prior the original scheduled time of departure and reaches the final destination less than 4 hours after the scheduled time of arrival.
• less than 7 days before the scheduled time of departure and the alternative flight departs not more than 1 hour before the original scheduled time of departure and reaches the final destination less than 2 hours after the scheduled time of arrival.

  • Download your passenger rights here.