Scopes

Passenger rights

Claim procedure


Scope of Regulations (EC) 261/2004 and 1107/2006. Procedure to complain. Access to submitting/consultation/modification of a complaint.

Delays


Rights of passengers as a result of the delay of a flight. Flights covered by Regulation (EC) 261/2004

Cancellations


Rights of passengers as a result of the cancellation of a flight. Flights covered by Regulation (EC) 261/2004

Denied Boarding


Rights of passengers as a result of a denied boarding. Flights covered by Regulation (EC) 261/2004

Upgrading and downgrading


Passenger rights as a result of an upgrading and downgrading. Flights covered by Regulation (EC) 261/2004

Persons with Reduced Mobility PRM


Rights assisting Persons with Reduced Mobility (PRM). Flights covered by Regulation (EC) 1107/2006. Legislation, Reservation and Request for Assistance, and Assistance for PRMs

Other incidents


Other incidents not related to Regulations (EC) 261/2004 and 1107/2006 and concerning air transport passengers. Baggage and others.

Unruly Passengers


Do not jeopardize your holidays! Improper behaviour on board can jeopardize flight safety

Legislation


National and European legislation on the rights of air transport passengers.

Traveler Guidance


Tips for the traveler before flying, on board, and after flying.

Annual Report and Satisfaction Survey


Annual Report on the activity of AESA Quality and User Protection Division.

Information for Airlines


Information for airlines on the rights of air transport passengers.

Information for Airport Managers


Information for airport managers on the rights of air transport passengers.