Passenger Rights

When you fly to the EU, you are guaranteed certain rights, which apply even before you start your journeyWhen you buy your ticket, you receive equal treatment in terms of fares and you must not be discriminated against on the grounds of nationality or residence. This is also true if you buy tickets online. The final price shown must include all fees and commissions charged from the beginning of the booking process. This way, you can make comparisons with other airlines to make an informed decision. Any additional costs (such as travel insurance) must be clearly indicated and labeled as optional. If you have information about a case of unclear charging, please contact the national authorities of the country of residence. Passenger rights in case of refusal to board, delay, cancellation, assignment to a travel class higher or lower than the purchase price If you are denied boarding, the flight is delayed or canceled or you are placed in a travel class higher or lower than the one mentioned on the ticket, you have certain rights if you leave an EU airport with any airline or land on a EU airport with an EU company or from Iceland, Norway or Switzerland. In all these situations, the airline has a duty to inform you about your rights, which may vary depending on the specific situation. Delays between 2 and 5 hours and delays of more than 5 hours If your flight leaves with a 2-hour delay, you are entitled to assistance (drinks, snacks, access to the media) and, if necessary, hotel accommodation (including transport between the airport and the accommodation) depending on the distance flight and duration of delay. If the delay in departure is at least 5 hours , you are entitled to compensation. If you accept this option, the air carrier is not required to provide continued travel or any other support services. If your flight is delayed and arrives at your final destination at least 3 hours later than expected, in addition to assistance you are also entitled to financial compensation (see below).

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Compensation for delays, depending on the flight distance

Delay on arrival	Distance	Compensation
In EU
At least 3 hours	Under 1 500 km	250 EUR
	Over 1 500 km	400 EUR
Flights between an EU and a non-EU airport
At least 3 hours	Under 1 500 km	250 EUR
	1 500 km – 3 500 km	400 EUR
	Over 3 500 km	600 EUR

Cancellation or refusal to board

If your flight is canceled, you have been informed less than 2 weeks before the scheduled date or you are denied boarding, you have the right to:

continue your journey using other comparable means of transport provided by the airline, or
to receive compensation or
benefit from free transport to the initial point of departure for connecting flights and
receive compensation of between EUR 250 and EUR 600, depending on the flight distance. If the airline offers you an alternative flight and you reach your final destination with a delay of 2, 3 or 4 hours, depending on the flight distance, the amount of compensation may decrease by 50% (see below).

In case of redirection, you are entitled to assistance (drinks, snacks, access to the media) and, if necessary, hotel accommodation (including transfer to it), depending on the length of the delay.

Compensation for cancellation or refusal to board in cases of redirection

Delay on arrival	Flight distance	Compensation
EU Countries
2 hours	Under 1 500 de km	125 EUR
3 hours	Over 1 500 km	200 EUR
Flights between an EU and a non-EU airport
3 hours	1 500 km – 3 500 km	200 EUR
4 hours	Over 3 500 km	300 EUR

Placement in an upper or lower travel class

If you are placed in a travel class higher than the one mentioned on the ticket, the air carrier cannot claim any additional payment.

If you are placed in a lower travel class, you are entitled to a refund of 30%, 50% or 75% of the ticket price, depending on the flight distance.

If there are two or more connecting flights included in a single ticket, the refund can only be paid for the flight during which you were placed in a lower class, not for the entire trip.

Your rights in extraordinary circumstances

If the flight is canceled due to “extraordinary circumstances”, such as unfavorable weather conditions or a strike by air traffic controllers, the airline will not pay any compensation. However, it must provide you with adequate assistance while waiting for another means of transport. You also have the right to:

to refund your ticket price within 7 days or
offer you another mode of transport to your final destination at the earliest opportunity or
reschedule your flight at a later date of your choice or
provide transportation to and from the airport if the flight arrives at or departs from an airport other than the one mentioned in the booking

Complaints

Flights departing from EU

If you have been denied boarding or if your flight has been canceled or delayed and you believe your airline’s passenger rights have been violated, you may lodge a complaint with the airline concerned. You can use the EU complaint form for this purpose . Don’t forget to keep a copy.

Normally, you should receive a response from the airline within 2 months. If you are not satisfied with the response, contact the national authorities pdf in the EU country where the incident took place.

With regard to financial compensation, if the air operator is established in the EU and participates in the alternative dispute resolution (ADR) mechanism, you can file a complaint with an ADR entity. If you have purchased the ticket online, you can submit the complaint through the online dispute resolution platform.

Flights arriving in the EU (operated by an EU airline)

If the incident took place at an airport outside the Union but involved an EU company, you can file a complaint with the national authority pdf from the first EU country you enter.

Lost, damaged or delayed luggage

If the luggage returned at check-in has been lost, damaged or arrived late, the airline is responsible and you are entitled to compensation of up to approximately EUR 1 220. However, if the damage was caused by a defect in the luggage, you are not entitled to compensation.

Hand Luggage

If the hand luggage is damaged, the airline is only responsible if the damage is due to its own fault.

Travel insurance

If you have expensive items in your luggage, you can claim a higher compensation (over EUR 1,220) for a fee. To do this, you will need to contact the airline to make a statement on the contents of your luggage at the latest at check-in. However, in order to have sufficient coverage, we recommend that you take out travel insurance.

Filing a complaint

If you wish to lodge a complaint regarding the loss or damage of your luggage, you must notify the airline in writing within 7 days or within 21 days of receipt of the luggage, if it is late. There is no standard form at EU level.