General information

 

You will have the air passenger rights to the EU, Iceland and Norway when:

The flight departs from an EU Member State, Iceland or Norway. The rules apply to all of the airlines from or outside the EU, but the ECC can only assist you, if the company is registered in a state of EU, Iceland or Norway.

The flight is from a non-EU country and is operated by a company based in the EU, Iceland or Norway.

 

Basic air passenger rights when a flight is cancelled 

 

When a flight is cancelled, the airline must give you a choice between these options:

  • Cancellation of travel and refund of the unused plane ticket

  • Re-routing with another flight to the final destination of the travel

  • A return flight to the first point of departure, at the earliest opportunity

 

Right to care

 

The airline is obliged to take care of you for the time you are waiting the re-routing flight.

  • Meals and refreshments;

  • Hotel accommodation in cases a stay of one or more nights becomes necessary;

  • Transport between the airport and place of accommodation and back;

  • Two free of charge telephone calls;

 

If the carrier does not provide you with care, you may have to pay for them yourself - but these costs must be within reasonable limits. With such a hypothesis, it is a good idea to keep all receipts and other related documents, so that you can then claim reimbursement.

 

NB You are not eligible for free meals, refreshments and accommodation in case you choose the reimbursements of the ticket price.

 

What compensation may I receive for a cancelled flight? 

 

The compensation amount for a cancelled flight depends on when you were informed of the cancellation and the length of the flight.

 

Notification time

Airline duties

Amount of the monetary compensation depending on the flight distance in km

Under 7 days

Choices between:

(1) Re-routing as close as possible to the original departure time;

or


(2) Re-routing for a later date;

or

(3) Reimbursement for the unused flight tickets;

Up to 1500 km. -

€ 250

50%1

1500 - 3500 km. -

€ 400

50%1

Over 3500 km. -

€ 600  

50%1

Between 7 and 14 days

NO

Up to 1500 km.  - € 250

50%1

1500 - 3500 km. - € 400

50%1

Over 3500 km. - € 600

50%1

More than 14 days

NO

1When the airline offers a re-routing, which does not exceeds: 2 hours for flights up to 1500 km.; 3 hours for flights between 1500 and 3500 km; and 4 hours for every other flights.

2When you have chosen option (1) re-routing with a flight, departing no more than two hours before the scheduled time of departure and reaching their final destination less than four hours after the scheduled time of arrival.

 

You are not entitled to any compensation in the following cases:

  • Cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken by the airline, including: bad weather, political instability, risks related to passengers safety, or

  • You have been informed for the cancellation at least 14 days before the scheduled date of departure, or

  • You have been offered a flight with departure and arrival times close to the original ones

 

How to file a complaint?

 

If you have a dispute with an airline from another EU, Iceland or Norway country, you first have to file a complaint with the carrier. He has 6 to 8 weeks to answer you.

If your flight is a part of a package, first you need to get in touch with your tour operator. In case you are not satisfied with the answer, you may file a complaint within the ECC center network ECC-Net. We will get in touch with the airline and through negotiations we will try to find a voluntary solution to the problem.

In order to assist us in handling your complaint, please enclose to it every necessary documents – a copy of your ticket, receipts, written correspondence with the airline.

Our ECC network strives to resolve the complaints within 70 days from the submission of all documents and acceptance of the case.

Useful links:

EU complaint form

List of addresses for direct complaints to the airline

List with the National Enforcement Bodies

NEB “Directorate General, Civil Aviation Administration

Regulation (EC) No 261/2004