Passenger rights

Refusal to board a flight

The air carrier, before proceeding to refuse boarding of passengers against their will, seeks passengers willing to give up their reservation, in exchange for some benefit under conditions to be agreed between the passenger concerned and the air carrier. Volunteers are provided with alternative transportation or a refund of the ticket price, in addition to the benefits previously mentioned.

If the required number of volunteers is not presented, the carrier may then deny you boarding against your will. However, you must be offered compensation depending on the mileage and assistance based on article 9 of Regulation 261/2004 (food, overnight accommodation, telephones, etc.)

The compensation amounts to the following amounts:

250 euros for all flights up to 1500 kilometers
400 euros for all intra-Community flights over 1500 km and all other flights between 1500 and 3500 km
600 euros for all other flights

However, when you are offered transportation to your final destination on another flight in accordance with Article 8, the arrival time of which does not exceed the scheduled arrival time of the flight for which the seat was originally reserved by:

two hours for all flights up to 1 500 km, or
three hours for all intra-Community flights of more than 1 500 kilometers and for all other flights between 1 500 and 3 500 kilometres, or
four hours so that for all flights not falling under the aforementioned cases a) or b), the operating carrier may reduce the compensation provided for in paragraph 1 by 50%.

The air carrier must pay you the compensation in cash, by electronic bank transfer, by bank order or check, or, if you agree in writing, with travel vouchers and/or other services.

Flight cancellations

In case of cancellation of the flight for any reason, the air carrier must provide you with the following options:

a) your alternative transportation, under comparable conditions, to your final destination or

b) your transportation, under comparable transportation conditions, to your final destination on another day that suits you if seats are available

or c) a refund of your ticket price and, if applicable, a return flight to your original point of departure.

Refunds are made for the part of the trip not taken, as well as the parts of the trip taken, if the flight no longer serves any purpose in relation to your original travel plan.

In addition, you are entitled to free meals and refreshments depending on the waiting time, hotel accommodation (if the flight is in the following days), transfer between the airport and the hotel, communication facilities.

Regardless of the reason for the cancellation you are entitled to all of the above.

Finally, you are entitled to compensation depending on the altitude mileage:

250 euros for all flights up to 1500 kilometers
400 euros for all intra-Community flights over 1500 km and all other flights between 1500 and 3500 km
600 euros for all other flights.

The above compensation is not paid when:

a) you have been informed of the cancellation two weeks before the scheduled time of departure, or

b) you are informed of the cancellation one to two weeks before the scheduled time of departure and you are offered transfer on an alternative flight, which allows you to leave no more than two hours before the scheduled time of departure and arrive at your final destination less than four hours later after the scheduled arrival time or

c) you are informed of the cancellation less than seven days before the scheduled time of departure and you are offered transfer on another flight, which allows you to leave no more than one hour earlier than the scheduled time of departure and arrive at your final destination less than two hours after the scheduled arrival time and

d) when the cancellation is due to exceptional circumstances, which could not have been avoided even if all reasonable measures had been taken.

When you are offered transfer to your final destination on another flight in accordance with Article 8, the arrival time of which does not exceed the scheduled arrival time of the flight for which the seat was originally reserved by:

(a) two hours for all flights up to 1 500 kilometres, or

(b) three hours for all intra-Community flights of more than 1 500 kilometers and for all other flights between 1 500 and 3 500 kilometres, or

c) four hours for all flights not covered by the data

a) or b), the operating carrier may reduce the compensation provided for in paragraph 1 by 50 %.

The air carrier must pay you the compensation in cash, by electronic bank transfer, by bank order or check, or, if you agree in writing, with travel vouchers and/or other services.
Extraordinary circumstances, among others, are considered adverse weather conditions, strikes of air traffic personnel and other specialties necessary to carry out the flight, air traffic management decisions, bird strikes, political instability.
- - - Flight delays
      
      In the event of a flight delay, the airline must offer you free refreshments, communication, meals and accommodation as well as transport between the airport and accommodation (depending on the delay time).
      
      When the delay is at least five (5) hours, you can choose to receive the price of their ticket and not travel on the flight.
      
      If you arrive at your final destination more than three (3) hours late, you may receive compensation like passengers on a canceled flight unless the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable meters from the carrier.
      
      The compensation amounts according to the mileage to:
      Delay, damage or loss of baggage
      
      The Montreal Convention "for the Unification of Certain Rules in International Carriage by Air" stipulates that in case of destruction, loss, damage or delay of baggage, the maximum liability of the air carrier is limited to 1131 Special Drawing Rights per passenger.
      
      In cases of delayed baggage claim, most of the time, passengers buy essential items and have to submit the receipts to the airlines in order to be compensated. Other times, airlines give a lump sum or a sum of money per day of delay to passengers to meet their needs.
      
      In most cases, after 21 days of delay in receiving the baggage, the baggage is considered lost by the airline. In order to determine the amount of compensation, the airline asks the passenger for a list of the items in the baggage or sometimes, if available, proof of purchase of the items.
      
      In case of damage to the luggage, the owner of the luggage must submit a complaint to the carrier, at the latest within seven days from the date of receipt. In case of delay, the protest shall be submitted no later than within twenty one days of receipt.
      
      Changing seats on the aircraft
      
      If the actual carrier places you in a seat higher than the one for which the ticket was purchased, they cannot demand additional payment.
      
      If the actual carrier places you in a lower seat than the one for which the ticket was purchased, it is obliged to refund you within seven days, in cash, by electronic bank transfer, by bank order or check, or, if you agree in writing, with travel vouchers ( voucher):
      
      a) 30 % of the ticket price for all flights up to 1500 kilometers,
      
      (b) 50 % of the ticket price for all intra-Community flights of more than 1 500 km, except for flights between the European territory of the Member States and the French overseas departments, and for all other flights between 1 500 and 3 500 km , the
      
      c) 75 % of the ticket price for all flights not covered by points a) or b), including flights between the European territory of the Member States and the French overseas departments.
      
      Refunds are made only for the flight on which the passenger was downgraded and not for the entire journey included in a single ticket, which may include two or more connecting flights.