passenger rights

Passenger rights in accordance with EU Regulation (EC) No. 261/2004

Dear passengers,We would like to inform you about your rights in the event of flight irregularities, which are governed by EU Regulation (EC) No. 261/2004. These rights apply if you:

1. departing from an airport in the EU; or
2. flying from an airport outside the EU to an airport in the EU, provided the airline is based in the EU.

Right to information:
You have the right to be informed of your rights in the event of delays, cancellations or denied boarding.

Right to assistance:
In the event of delays of more than two hours, cancellations or overbooking, you are entitled to care that includes meals, refreshments and, if necessary, hotel accommodation including transportation to and from the airport.

Right to compensation:
If you arrive at your destination due to a cancellation or a delay of more than three hours, you are entitled to financial compensation, provided that the reason for the cancellation or delay is not due to extraordinary circumstances beyond the airline’s control. The amount of compensation is staggered:

– 250 euros for all flights of 1500 kilometers or less;
– 400 euros for all intra-Community flights of more than 1500 kilometers and for all other flights between 1500 and 3500 kilometers;
– 600 euros for all flights not covered by the previous points and exceeding 3500 kilometers.

Right to reimbursement or rerouting:
If your flight is canceled or you are faced with a long delay, you can request a refund of the full ticket price for the parts of the flight you did not take or the parts of the flight you have already taken, provided the flight has become pointless. Alternatively, you can insist on the next possible transportation to your destination. The refund must be made within seven days.

Right to assistance in the event of denied boarding:
If you are denied boarding against your will, you are entitled to the same benefits and compensation as in the event of a flight cancellation.

Complaints procedure:
If you believe that your rights have not been respected, you have the right to lodge a complaint with the national enforcement body.

Please note that these rights apply under certain conditions and that there may be exceptions. For detailed information on EU Regulation (EC) No. 261/2004, please read this.

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