Have you experienced delays and cancellations? As an air, rail, ship or bus passenger, you have rights when travelling in the EU.
Learn your rights in the following cases:
- For flights delayed for more than two (2) hours, depending on the flight duration, passengers have the right to free meals and refreshments as per the waiting time. Also, free accommodation (if necessary), transport to and from lodgings, as well as access to means of communication.
- For flights delayed for more than five (5) hours, passengers are conditionally entitled to receive half the ticket price within seven (7) days, in combination with, if necessary, return to their initial departure point free of charge and as soon as possible. Alternatively, passengers can be transferred to their final destination on alternate routes with similar travel terms.
- In case of denied boarding, passengers are entitled to a refund equivalent to the flight duration and distance traveled, as follows:
- 250 euros for flights up to 1.500 km.
- 400 euros for all flights within EU over 1.500 km. or for all flights between 1.500 and 3.500 km.
- 600 euros for all flights that do not fall in either of the above instances.
- If the airline offers an alternative flight on similar travel terms, then compensation may be reduced by 50%.
- In case of flight cancellation, passengers can choose between:
- Refund on the ticket price (in its entirety or the unused portion).
- Transportation to their final destination via alternative flights as soon as possible.
- Making another reservation at a later date of their choice (depending on seat availability).
- Compensation effective for denied boarding, except if timely notification was given by the airline.
- Passengers are, also, entitled to all appropriate care by the airline (free meals and refreshments, accommodation and transport to lodgings, as well as access to means of communication).
- There is no compensation, if flight cancellation was due to emergencies or if there had been timely notification about the cancellation, in accordance with Regulation 261/2004.
- In case the airline places passengers in seats of a lower class compared to their ticket, then the airline must compensate them within seven (7) days, as follows:
- 30% of the ticket price on all flights up to 1.500 km.
- 50% of the ticket price on all EU flights over 1.500 km. (except flights between EU member-states and French Overseas Departments) and on all flights between 1.500 and 3.500 km.
- 75% of the ticket price for flights that do not fall in either of the above instances.
- In case of lost or damaged luggage, passengers are entitled to compensation from the airline, except when the damage was due to inherent flaws of the luggage. Compensation is claimed by submission of a written request within seven (7) days of receiving the luggage or within twenty-one (21) days, in case of delayed delivery or luggage loss.
- People with disabilities or reduced mobility have also rights, when travelling by air. Air carriers may request them to be escorted by other people or refuse -in writing- to make a reservation or allow boarding only for security reasons (for example, when boarding is deemed impossible due to aircraft size). Disabled or people with reduced mobility have a right to free assistance during aircraft departure and arrival, as well as while waiting for connecting flights at the airport (for example, free transportation by wheelchair). Passengers who wish to be assisted must inform the airline or travel agent in advance (at least 48 hours before their scheduled departure).
More information about passenger rights (from the official website of European Union)
Download the "Your Passenger Rights" app to your smartphone.