Passenger rights

This refers to the refusal to carry the passenger on a flight, despite having presented themself for boarding in compliance with the requirements set forth in the Conditions of Carriage, unless there are reasonable grounds for such refusal, such as health, safety, presentation of inadequate travel documents, etc.

In the event of denied boarding (e.g. due to overbooking), the company should ask for volunteers and agree to compensation with them. If, in the end, there are not enough volunteers and boarding is denied against the passenger's will, the rights that apply are:

• Right to information, whereby the airline will provide a form with the conditions of assistance and compensation.
• Right to assistance. The airline must provide the necessary assistance: sufficient food and drink, two telephone calls or access to email and, if necessary, one or more nights of accommodation, as well as transport between the airport and the place of accommodation.
• Right to a refund or alternative transport, where the passenger can choose one of the following three options which the company must offer:
  • Reimbursement of the price paid for the affected ticket within the next 7 days for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger´s original travel plan. When relevant, a return flight to the first point of departure, at the earliest opportunity.
  • Transport to the final destination as quickly as possible and in comparable conditions, or
  • Transport to the final destination at a later date that suits the passenger, depending on the seats available
• The right to be compensated, immediately between €250 and €600, depending on the distance of the flight. These amounts may be reduced by 50% if the airline offers alternative transport and covers the delay in arrival at destination.

The compensation referred to may be made in cash, by electronic bank transfer, bank transfer, cheque or, after agreement signed by the passenger, travel vouchers or other services. 

This is the non-execution of a scheduled flight for which a ticket has been purchased.

The following rights are applicable in the event of cancellation:

• Rights to information, assistance and refund or alternative transport under the same terms as the denied boarding.
• Right to be compensated in terms similar to denied boarding, unless:
  • You have been informed of the cancellation with 14 days or more prior notice of the scheduled flight, or
  • You have been informed of the cancellation between 7 and 14 days in advance with regard to the scheduled departure time and are offered an alternative transport arrangement that allows you to leave no more than two hours in advance of the scheduled departure time and reach your final destination fewer than four hours behind the expected arrival time, or
  • You have been informed of the cancellation fewer than seven hours in advance with regard to the scheduled departure time and are offered another flight that allows you to leave no more than one or two hours in advance of the scheduled departure time and reach your final destination fewer than two hours behind the expected arrival time, or
  • If the airline can prove that the cancellation was caused by extraordinary circumstances, such as political instability, weather conditions incompatible with the execution of the flight, safety risks, unexpected flight safety deficiencies, strikes affecting the operations of an airline tasked with executing the flight and repercussions of an air traffic management decision in relation to a specific aircraft on a specific date. 

This is any flight delay at the airport of origin in relation to the time initially scheduled in your booking. The rights that can be invoked in the event of late departures are:

• Right to information in the same terms as the two previous cases.
• Right to assistance, which is subject to the following time limits depending on the distance of the flight.

• Right to a refund within seven days, when the delay is five hours or more and the passenger decides not to travel, of the full cost of the ticket at the price at which it was purchased, corresponding to the part of the trip not made and the part of the trip made if the flight no longer makes sense. Additionally, and when appropriate, a flight back to the first starting point as quickly as possible. 

When the final destination is reached three or more hours after the arrival time initially scheduled by the airline, the passenger may be entitled to compensation identical to that which would correspond to them in the event of flight cancellation, unless the airline can demonstrate that the delay was caused by an extraordinary circumstance.

The expected financial compensation will be established according to the distance to the destination, provided that the delay is at least three hours or more. 

When the airline seats the passenger in a class lower than what they paid for, it must refund a percentage of the ticket price purchased by the passenger. See the percentage in the table:

(*) Except for flights between European territory and the French overseas territories, which will be refunded 75% of the ticket amount. 

AIR EUROPA

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 MINISTRY OF DEVELOPMENT

Agencia Estatal de Seguridad Aérea (AESA) División de Calidad y Protección al Usuario, Paseo de la Castellana, 112 28046 Madrid. Spain.

www.seguridadaerea.es

The body responsible for ensuring compliance with Regulation 261 depends on the country of departure of the flight. See the list of contacts of Organisations in other EU countries via this link: https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en