Airport rules

AIR PASSENGER RIGHTS 
Denied boarding?

Cancellation?

Long delay?

Lost baggage?
Whenever you travel by plane your right to travel in safety and comfort is protected by the European Union. As a result, passengers enjoy more reliable and better quality air passenger services.

NON DISCRIMINATION

You are protected against discrimination based on your nationality, place of residence or disability when you buy a ticket or during travel.

DISABLED PERSONS AND PERSONS WITH REDUCED MOBILITY

Under EU legislation, if you’re disabled or have reduced mobility you’re protected from discrimination during reservation and boarding. Carriers or their agents can only refuse to take you on board if it’s physically impossible given the size of the aircraft or its doors, or doing so would breach established safety requirements. If you’re refused boarding for these reasons, you’re entitled to either reimbursement or re-routing. The carrier may require you to be accompanied by someone who can provide you with assistance. In this case the Commission recommends that the seat be offered for free or at a significantly discounted rate. You have the right to assistance at no additional cost at all EU airports when boarding or leaving an aircraft, and during the flight. We recommend you inform the airport of your needs (e.g. that a guide dog needs to travel with you) at least 48 hours before departure if you can. Where no notification is given, assistants should make all reasonable efforts to provide the requested assistance.

INFORMATION RIGHTS

When you purchase a ticket for flights departing from EU airports, you should be informed about the applicable terms and conditions. The final price should be indicated at all times and broken down to include the air fare, and any applicable taxes, fees or charges which are unavoidable and foreseeable at the time of publication. Optional elements should be offered on an “opt-in” basis. Airlines must inform you of your rights both on departure and at appropriate stages of your journey. You must also be informed in advance which airline is operating your flight. Unsafe airlines are banned from operating within the EU.

ASSISTANCE IN THE CASE OF DENIED BOARDING DELAY OR CANCELLATION

You may be entitled to assistance such as meals and refreshments, access to communication, accommodation (if necessary) and transport to and from the place of accommodation if you’re denied boarding or your flight is cancelled at short notice. In the event of a long delay, assistance will be available after
two hours or more for flights of 1,500km or less;
three hours or more for longer flights within the European Union or for other flights of between 1,500 and 3500km
four hours or more for flights of over 3,500km outside the European Union.

RE-REROUTING OR REIMBURSEMENT IN THE CASE OF DENIED BOARDING OR CANCELLATION

In the event of denied boarding or cancellation you will be given the choice between re-routing and a refund of the ticket price. Re-routing should be offered under comparable transport conditions to your final destination at the earliest opportunity or rebooking at a later date at your convenience at no additional cost. Alternatively, a refund of the ticket price should be offered and, where relevant, a free journey back to the point where you started your journey at the earliest opportunity (this applies also to long delay at departure in excess of five hours). The airline has no further obligation of care once you have accepted a refund.

COMPENSATION

You may be entitled to compensation of between €125 and €600 depending on the distance of your flight and the delay in arrival to your destination. You’re entitled to compensation unless you were informed of the cancellation at least 14 days before the flight, you were re-routed close to your original times, or if the airline can prove that the cancellation was caused by extraordinary circumstances

LIABILITY TOWARDS THE PASSENGER AND LUGGAGE

Subject to certain criteria and limitations, airlines can be held liable for injury or death resulting from an accident. You may also be entitled to compensation for loss, delay or damage to luggage (including mobility equipment). You must lodge a claim to the airline within seven days of receiving your luggage if it’s damaged, and within 21 days if it’s delayed