What do I need to know

What you need to know when travelling

Passenger rights

It is your duty to know your rights.

Your rights as an air passenger are protected by the European Union whenever you have a confirmed reservation and check in within the deadline established for your flight.

On this page, we present a summary of the situations in which you are protected, so that, in case of need, you know what to do.

  • I was denied boarding due to overbooking of the flight.

    In case of overbooking, airlines are obliged to ask passengers to voluntarily abdicate their reservation, offering a full refund or re-booking.

    When passengers choose re-booking, airlines must provide all the necessary support, such as: food, telephone access and, if necessary, an overnight stay and appropriate transportation to or from the airport.

    In case of re-booking, you may also be entitled to a monetary compensation between 125 and 600 euros, depending on flight distance and delay time.

  • My flight is very late, can I ask the airline for support?

    Yes. The support you are entitled to depends on the delay time and what your destination is. You may ask your airline to use a phone line and to be provided with food, transportation or accommodation, in the following cases:

    - your flight is delayed by two hours or more, and the distance is 1500 km or less;
    - your flight was delayed by three hours or more, and your destination is within or outside the European Union, at a distance between 1500 and 3500 km;
    - your flight was delayed by four or more hours and your destination is outside the EU at a distance exceeding 3500 km.

    If your flight is delayed by five hours or more, you may demand the reimbursement of your ticket. However, your ticket will only be refunded if you decide not to travel.

  • My flight was cancelled, what do I do now?

    If your flight was cancelled and you were not informed in the 14 days prior to your trip, you are entitled to financial compensation.

    Similarly, you are entitled to compensation if you have not been re-booked for a flight departing at a time similar to that initially planned or if the airline cannot prove that the cancellation was caused by extraordinary circumstances.

  • My baggage was lost, is delayed or is damaged. Can I file a complaint?

    Yes. You can file a complaint with your airline within 7 days from the date of delivery of the baggage, or 21 days if it has been delayed.

    If the problems have occurred with your checked hold baggage (and unless they were caused by defects inherent to the baggage itself), you may be entitled to a compensation from the airline, up to a maximum amount of 1,220 euros.

    If the problems affected your hand baggage (including personal items), the airline will only be liable if it is at the origin of the damages.

  • Are air passengers' rights protected outside the European Union?

    Passenger rights apply to all flights departing from or landing at any airport in the European Union, or carried out by an airline based in an EU country or in Iceland, Norway or Switzerland.

  • Are passengers with reduced mobility also protected?

    Yes, passengers with disabilities or reduced mobility are protected against discrimination and, under certain conditions, benefit from the appropriate assistance at all EU airports.

    See our page on reduced mobility to learn more about the assistance provided.

  • Can I know which airline I will be flying with?

    Yes. You have the right to know which airlineis operating you flight in advance.

    Note that some airlines have been considered unsafe and have been banned from operating in the European Union or placed under restrictions. You can see a list of such companies in http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm

  • I bought my trip from a tour operator or travel agency. What should I know?

    Tour operators are required to provide accurate information on the holiday packages sold, fulfil their contractual obligations and ensure protection for passengers in the event of insolvency of the organiser.

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