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Date de contact
Aleea Aeroport, Nr.4, 310059, Arad, Romania
- Mobil Ground Ops: +40-722-111-998
- Tel. Secretariat: +40-257-339-010
- Fax. Secretariat: +40-257-254-482
- Tel. Ground Ops: +40-257-254-440
- Fax. Ground Ops: +40-257-254-546
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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 |
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:
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.
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 |
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.
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:
Complaints
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.
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.
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.
If the hand luggage is damaged, the airline is only responsible if the damage is due to its own fault.
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.
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.
Aleea Aeroport, Nr.4, 310059, Arad, Romania