Terms and conditions

EU AIR PASSENGER RIGHTS

When you travel by air in the EU and
• your flight was delayed , for at least two hours, cancelled, overbooked, upgraded or downgraded,
• you were denied boarding or missed your connecting flight or
• your luggage was lost, delayed or damaged
you have rights in accordance with the EU Regulation EC 261/2004: https://eur-lex.europa.eu/

The EU air passenger rights in summary:

Delay
If your flight is delayed for at least two hours at departure, you have the right to assistance, to reimbursement and a return flight, depending on the duration of the delay and the distance of the flight:
(a) EUR 250 for all flights of 1500 kilometres or less;
(b) EUR 400 for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres;
(c) EUR 600 for all flights not falling under (a) or (b).
If you arrived at your final destination with a delay of more than 3 hours, you are entitled to compensation, unless the delay was due to extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken, such as extreme weather, political instability, or third-party strikes.
If the air carrier has offered you re-routing and you reach your final destination with a delay of 2, 3 or 4 hours, your compensation may be reduced by 50%.

Cancellation
If your flight is cancelled you have the right to choose between reimbursement, re-routing or return and assistance at the airport.
The air carrier is not obliged to offer compensation i) when you are informed about the cancellation 14 days or more before the flight or ii) the cancellation was due to extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken, such as extreme weather, political instability, or third-party strikes.

Denied boarding / flight overbooked
When an operating air carrier reasonably expects to deny boarding on a flight, it shall first call for volunteers to surrender their reservations in exchange for benefits under conditions to be agreed between the passenger concerned and the operating air carrier.
If an insufficient number of volunteers comes forward to allow the remaining passengers with reservations to board the flight, the operating air carrier may then deny boarding to passengers against their will.
If boarding is denied to you against your will (for example in case of overbooking), you are entitled to: compensation, the right to choose between reimbursement, re-routing at a later stage and assistance.

You missed your connecting flight
If you miss a connecting flight, and arrive at your final destination with a delay of more than 3 hours, you are entitled to compensation, unless the delay was due to extraordinary circumstances. This compensation is also calculated depending on the duration of the delay and the distance of the flight.

Upgrading or downgrading
If an operating air carrier places you in a class higher than that for which the ticket was purchased, it may not request any supplementary payment.downgrading
If an operating air carrier places you in a class lower than that for which the ticket was purchased, it shall within seven days, reimburse
(a) 30 % of the price of the ticket for all flights of 1500 kilometres or less, or
(b) 50 % of the price of the ticket for all intra-Community flights of more than 1500 kilometres, except flights between the European territory of the Member States and the French overseas departments, and for all other flights between 1500 and 3500 kilometres, or
(c) 75 % of the price of the ticket for all flights not falling under (a) or (b), including flights between the European territory of the Member States and the French overseas departments.
If you have 2 or more connecting flights included in a single ticket, you can only be reimbursed for the flight which was downgraded and not for the entire journey.

Lost, damaged or delayed luggage
The carrier is liable for damage occasioned by delay in the carriage by air of passengers, baggage or cargo. Nevertheless, the carrier shall not be liable for damage occasioned by delay if it proves that it and its servants and agents took all measures that could reasonably be required to avoid the damage or that it was impossible for it or them to take such measures.
If your checked-in luggage is lost, damaged or delayed, the air carrier is liable and you are entitled to compensation up to an amount of approximately EUR 1,300. However, if the damage was caused by an inherent defect in the baggage itself, you are not entitled to any compensation.
Claims on lost, damaged or delayed luggage need to be filed in accordance with the Convention for the Unification of Certain Rules for International Carriage by Air (the Montreal Convention):https://eur-lex.europa.eu/

Further information

Please contact us if you have any questions.
If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.
If you need more information on rules in a specific country please ask national administrations: https://transport.ec.europa.eu/