The European Union (EU) has strengthened your rights
Passenger rights apply to scheduled and chartered flights,
both domestic and international, and to all types of airlines,
full-service and low-fare.
Your contract with the airline also sets out rights and
obligations. Ask your airline or travel agent for a copy.
If something goes wrong...
The European Union has created a set of rights to ensure
air passengers are treated fairly. The airline operating
your flight is responsible for transporting you and your
baggage, and must respect your rights. Here are the most
important Passenger Rights :
Denied boarding and cancellation
If you are denied boarding or your flight is cancelled, the
airline operating your flight must offer you financial
compensation and assistance. These rights apply, provided
you check in on time, for any flight, including charters:
- from an EU airport, or
- to an EU airport from one outside the EU, when
operated by an EU airline.
Denied boarding
When there are too many passengers for the seats available,
an airline must first ask for volunteers to give up their
seats in return for agreed benefits. These must include the
choice of either refund of your ticket (with a free flight
back to your initial point of departure, when relevant) or
alternative transport to your final destination.
If you are not a volunteer, the airline must pay you
compensation of:
- 250 Euros for flights of 1 500 km or less,
- 400 Euros for longer flights within the EU, and for other flights
between 1 500 and 3 500 km,
- 600 Euros for flights over 3 500 km outside the EU.
Compensation may be halved if you are not delayed more than
2,3 or 4 hours, respectively.
The airline must also give
you:
- a choice of either a refund of your ticket (with a free
flight back to your initial point of departure, when
relevant) or alternative transport to your final
destination, and
- meals and refreshments, hotel accommodation when necessary
(including transfers) and communication facilities.
Whenever your flight is cancelled, the operating airline
must give you:
- a choice of either a refund of your ticket (with a free
flight back to your initial point of departure, when
relevant) or alternative transport to your final
destination, and
- meals and refreshments, hotel accommodation when necessary
(including transfers) and communication facilities.
The airline may also have to compensate you, at the same
level as for denied boarding, unless it gives you sufficient
advance notice. You shall be informed about alternative
transport.
Refunds may be in cash, by bank transfer or cheque or, with
your signed agreement, in travel vouchers, and must be paid
within 7 days.
If you do not receive these rights, complain immediately to
the airline operating the flight.
Immediate assistance
If you check in on time for any flight, including charters:
- from an EU airport, or
- to an EU airport from one outside the
EU, when operated by an EU airline,
and if the airline
operating the flight expects a delay:
- of 2 hours or more,
for flights of 1 500 km or less,
- of 3 hours or more, for
longer flights within the EU, and for other flights between
1 500 and 3 500 km,
- of 4 hours or more for flights over 3
500 km outside the EU, the airline must give you meals and
refreshments, hotel accommodation when
necessary (including transfers) and
communication facilities.
- When the delay is 5 hours or more, the
airline must also offer to refund your ticket
(with a free flight back to your initial point
of departure, when relevant).
If you do not receive these rights,
complain immediately to the airline operating
the flight.
Later Claims
When an airline is responsible for the delay of a flight
anywhere in the world, you may claim up to 4 150 SDR
(1 SDR = 1.18 Euros as of Sep. 2004) for any resulting
damages. If the airline does agree with your claim, you may
go to court.
You can claim from the airline with which you have a
contract or from that actually operating the flight, if they
are different.
You may claim up to 1000 SDR (1 SDR = 1.18 Euros as of Sep.
2004) for damages caused by the destruction, damage, loss or
delay of your baggage on a flight by an EU airline, anywhere
in the world. If the airline does not agree with your claim,
you may go to court.
For damage to checked-in baggage, you must claim in writing
within 7 days of its return and for delayed baggage within
21 days of its return.
You can claim from the airline with which you have a
contract or from that actually operating the flight, if they
are different.
Injury and death in accidents
You may claim for damages caused by injury or death
resulting from an accident on a flight by an EU airline,
anywhere in the world. You have the right to an advance
payment for immediate economic needs. If the airline does
not agree with your claim, you may go to court.
You can claim from the airline with which you have a
contract or from that actually operating the flight. if they
are different
In addition to the rights described above, you may claim
damages from your tour operator if it fails to provide the
services you have booked within the EU, whatever your
destination.
These rights apply to failure to provide any flight included
in your package. Moreover, if the tour operator does not
provide a significant part of the package booked, it is
obliged to assist you and make alternative arrangements,
including travel, without extra cost to you,
What to do first
If you encounter one of the problems covered in this
leaflet, then you should immediately ask the representative
of the airline operating your flight to deal with your
problem.
What to do next
If you are affected by denied boarding, a cancellation or a
long delay and the operating airline does not fulfil their
obligations, then you should complain to the relevant
national enforcement body.
If your flight departs from an EU country, complain there.
If you are travelling from outside to the EU, and your
flight is operated by an EU airline, complain in the EU
country where it lands.
For the name and address of the relevant authority, or
details of organisations which can advise or help with other
complaints (for example, baggage, injury or death, and
package holidays), contact the Europe Direct freephone (1)
on 00 800 6 7 8 9 10 11,
or e-mail mail@europe-direct.cec.eu.int
You may inform the European Commission, 13-11049 Brussels,
of the follow-up given to your complaint by fax (32-2) 29
91015 or e-mail: tren-a prig hts@cec.eu.i nt
(1) Certain mobile telephone operators do not
allow access to 00 800 numbers or these calls may be billed.
In certain cases, these calls may be chargeable from
telephone booths or hotels.
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