Air passenger rights

Damaged, delayed and lost luggage

If your luggage is damaged, delayed or lost, you may have a right to be compensated. Please follow these steps:

• You must complete a Passenger Irregularity Report (PIR) at the airport which should be provided to you by the airline and keep a copy


• In case of damaged luggage you have to write a letter to the airline within 7 days from the date of the receipt of the luggage including a copy of the PIR.


• In case of delay a written complaint must be made to the airline within 21 days of receipt of the luggage including a copy of the PIR.


• Rights to compensation for lost luggage only arises if the airline admits the loss of the checked baggage and/or the checked luggage has not arrived at the expiration of 21 days from the date it should have arrived. Send a complaint to the company as soon as the 21 days have expired.


• The maximum compensation is approx. EUR 1200

Delay

If your flight is delayed, the airline may have a duty of care. For delays exceeding:
2 hours for flights of less than 1,500km,
3 hours for EU flights greater than 1,500km and non-EU flights of less than 3,500km
4 hours for all flights of more than 3,500km, you have the following rights according to EU regulation 261/2004:

• Food and refreshments in reasonable proportion to the length of the wait


• Two free telephone calls, faxes or emails


• Free hotel accommodation if departure is delayed until the next day


• Free transport between airport and accommodation

If a flight is delayed by 5 hours or more you are entitled to a refund of the unused part of the ticket if you decide not to travel or you can choose to be re-routed by the airline.

You are not entitled to standard compensation in accordance to Directive 2004/261 if your flight is delayed.


Denied boarding

If you are denied boarding you have the right to:

• food, refreshments and access to telephone/e-mail/etc in reasonable proportion to the length of the wait


• overnight accommodation if necessary while waiting for an alternative flight
• an alternative flight or refund of the ticket


• standard compensation from 125 euro to 600 euro depending on the distance of the flight

The abovementioned rights do not apply if the denied boarding is self-induced.


Cancellation

If your airline cancels a flight at the last minute, you may have the following rights:

• A choice between refund of the ticket or re-routing to the final destination.


• Free meals and refreshments as well as two free phone calls/emails/faxes should also be provided when waiting time for the re-routed flight/flights requires it under EC Reg 261/2004.


• In the event of re-routing when the flight is the next day free accommodation and transfer to and from that accommodation should be provided by the airline. In addition compensation is owed at the following levels:


• 250 Euros for flights of 1,500km or less


• 400 Euros for intra-community flights of more than 1,500km or for other flights between 1,500km and 3,500km


• 600 Euros for all other flights