Delays

Right to Information

Passengers are entitled to information, for this purpose the airline should provide them with a form with the rights assisting them. If such a form is not delivered, ask for it to the airline. The information contained in that form shall be similar to the following one

Right to Care

Passengers also have the right to care while waiting for their flights (see conditions in the table below), i.e. the airline has to offer and provide:

• Enough food and drink
• Two phone calls or access to e-mails
• Hotel accommodation if overnight stay is required or if an additional stay longer than the one planned by the passenger is required.
• Transportation between the Airport and the place of accommodation

Do not forget that if the airline does not comply with its obligation to provide the indicated care free of charge, the passenger should keep the receipts for the expenses incurred and subsequently make a complaint to the airline.

The right of care in the event of a flight delay is conditioned on the following time limits depending on the flight distance:

Right of Reimbursement

If the delay is five hours or more, and the passenger decides not to travel, he/she will be entitled to reimbursement, within seven days, of the full cost of the ticket at the price at which it was purchased, corresponding to the part of the journey not made and the part of the journey already made if the flight is no longer serving any purpose .

Where appropriate, it is also applicable a return flight to the first point of departure at the earliest opportunity.

Reimbursement may be made in cash, by bank transfer, cheque or travel vouchers or other services (after agreement signed by the passenger)

Remind that, in the case of choosing reimbursement, as you do not fly to the destination, you will not be entitled to the right to compensation set out in rulings C-581/10 and C-629/10  of the Court of Justice of the European Union.

The right that can be appeal to in case of late arrival are:

Right to Compensation

Where the passenger arrives at the final destination three or more hours after the arrival time initially planned by the airline, the passenger may be entitled to compensation (as set out in the rulings of 23 October 2012, of the Court of Justice of the European Union C-581/10 and C-629/10 ), unless the airline can demonstrate that the delay was caused by an extraordinary circumstance. In addition, it should demonstrate that it did everything possible to avoid the delay.

Expected financial compensation shall be established on the distance to the destination, provided that the delay is at least three hours or more.