NOT SATISFIED WITH HOW YOUR RIGHTS HAVE NATIONAL ENFORCEMENT BODIES

BEEN APPLIED? Austria

Bundesministerium für Verkehr, Innovation und
Italy
L’Ente Nazionale per l’Aviazione Civile
Technologie Tel.: +39 06 44 59 61
Tel.: +43 1711 62 65/9204 www.enac.gov.it/i_diritti_dei_passeggeri/
www.bmvit.gv.at/verkehr/lu fahrt/fl ugreisende/
1. First contact the airline or, for issues related to persons index.html Latvia
Consumer Rights Protection Centre (CRPC)
Belgium Tel.: +371 673 88 624
with reduced mobility, the airport Direction générale ‘Transport aérien’ www.ptac.gov.lv/page/527
Directoraat-generaal ‘Luchtvaart’
2. Briefly summarise your complaint – do not forget to pro- Tel.: +32 2 277 44 00
www.mobilit.belgium.be/fr/transport_aerien/passagers/
Lithuania
Civil Aviation Administration
droits_passagers/ Tel.: +370 5 273 9038
vide dates, booking references, details of anyone you may www.caa.lt/index.php?1352663921
Bulgaria
have spoken to and copies of any relevant documentation Ministry of Transport, Information Technologies and
Communications
Luxembourg
Ministère de l’Économie et du Commerce extérieur
Tel.: +359 2 937 10 47 Tel.: +352 247 84112
3. Remember to keep a copy of your documents and to allow www.caa.bg/page.php?category=95 www.eco.public.lu/attributions/dg2/d_consommation/
protection_consomateurs/annexe_2/annexe_2_9/
a reasonable period for investigation Cyprus index.html
Department of Civil Aviation
Tel.: +357 22 404 119 Malta
www.mcw.gov.cy/mcw/dca/dca.nsf/DMLconsumer_gr/ Malta Competition and Consumer Affairs Authority
DMLconsumer_gr?OpenDocument Tel.: +356 2395 2000
If you are not satisfied with their response, you can lodge a www.dca.gov.mt
Czech Republic
complaint with one of the National Enforcement Bodies listed Civil Aviation Authority
Tel.: +420 225 422 726
The Netherlands
Inspectie Leefomgeving en Transport
www.caa.cz/cestujici Human Environment and Transport Inspectorate
on the last page of this leaflet. Where possible complaints Tel.: +31 884 890 000
Denmark www.ilent.nl/onderwerpen/transport/passagiersrechten/
should be filed in the country where the incident took place. Danish Transport Authority
Tel.: +45 7221 8800
passagiersrechten_luchtvaart/index.aspx

http://www.trafi kstyrelsen.dk/DA/Civil-lu fart/ Poland

Flypassager.aspx Civil Aviation Offi ce
Tel.: +48 22 520 74 84
Estonia www.ulc.gov.pl/index.php?option=com_content&task=ca
Tarbijakaitseamet tegory&sectionid=4&id=13&Itemid=106
Tel.: +372 6201700
www.tka.riik.ee Portugal
Instituto Nacional de Aviação Civil (INAC)
Finland Tel.: +351 21 842 3500
Consumer Disputes Board www.inac.pt/vPT/Passageiros/DireitosPassageiro/direi-
Tel.: +358 29 56 65200 tosdospassageiros/Paginas/DireitosdosPassageiros.aspx
www.kuluttajariita.fi
Romania

France
National Authority for Consumer Protection
Tel.: +4021 312 1275
Your

Iceland, Norway and Switzerland have appointed a National Enforcement Body

Direction générale de l’aviation civile (DGAC) www.anpc.ro
Tel.: +33 1 58 09 3845
www.developpement-durable.gouv.fr/ Slovakia passenger
Find out more:
-Passagers-aeriens-vos-droits-.html

Germany
Lu fahrt-Bundesamt (LBA)
Slovenská obchodná inšpekcia
Tel.: +421 2 58 272 103
+421 2 58 272 140
www.soi.sk
rights
Tel.: +49 531 23 55 115
Visit the website at http://www.lba.de/DE/Buerger_Service/Fluggastrechte/ Slovenia
Fluggastrechte_node.html Civil Aviation Agency
ec.europa.eu/passenger-rights, Greece
Tel.: +386 1 266 66 00
www.caa.si/index.php?id=457
download the passenger rights app or call Hellenic Civil Aviation Authority

Europe Direct on 00 800 6 7 8 9 10 11*

Tel.: +30 210 89 16 150
www.hcaa.gr/content/index.asp?tid=563
Spain
Agencia Estatal de Seguridad Aérea at hand
Air
Tel.: +34 91 396 82 10
Hungary www.seguridadaerea.gob.es/lang_castellano/
European Consumers Centres are also there Nemzeti Fogyasztóvédelmi Hatóság particulares/pasajeros/default.aspx
Tel.: +36 1 459 4800
to help you: ec.europa.eu/consumers/ecc/ www.nfh.hu/magyar/hasznos/szolg/utazas/legiutas Sweden
National Board for Consumer Complaints (ARN)
Ireland Tel.: +46 8 508 860 00
Commission for Aviation Regulation http://www.arn.se/
* Certain telephone operators may deny or charge for access
passenger rights
Tel.: +353 01 6611 700
www.aviationreg.ie/consumer-protection/ United Kingdom
to 00 800 numbers air-passenger-rights.83.html Civil Aviation Authority
Tel.: +44 20 7453 6888
www.caa.co.uk/homepage.aspx?catid=1759

This leafl et is for information purposes only. Any legal claim or action taken in the event of a dispute
should be based solely on the legal texts concerned. These may be found in the Offi cial Journal
of the European Union. Published by: European Commission, Directorate-General for Mobility and
WHAT YOU NEED TO KNOW
Transport, B-1049 Brussels
Mobility and
Transport
 conditions to your final destination at the earliest opportunity

Denied boarding? or rebooking at a later date at your convenience at no addi-

tional cost. Alternatively, a refund of the ticket price should
be offered and, where relevant, a free journey back to the
Cancellation? point where you started your journey at the earliest oppor-

Long delay?
tunity (this applies also to long delay at departure in excess
of fi ve hours). The airline has no further obligation of care
once you have accepted a refund.

Lost baggage? COMPENSATION

You may be entitled to compensation of between €125 and
€600 depending on the distance of your flight and the delay
Whenever you travel by plane your right to travel in safety INFORMATION RIGHTS in arrival to your destination.
and comfort is protected by the European Union. As a When you purchase a ticket for flights departing from EU air-
result, passengers enjoy more reliable and better quality ports, you should be informed about the applicable terms and You’re entitled to compensation unless you were informed
air passenger services. conditions. The final price should be indicated at all times and of the cancellation at least 14 days before the flight, you
broken down to include the air fare, and any applicable taxes, were re-routed close to your original times, or if the airline
NON DISCRIMINATION fees or charges which are unavoidable and foreseeable at the can prove that the cancellation was caused by extraordinary
You are protected against discrimination based on your nation- time of publication. Optional elements should be offered on an circumstances.
ality, place of residence or disability when you buy a ticket or “opt-in” basis. Airlines must inform you of your rights both on
during travel. departure and at appropriate stages of your journey. You must LIABILITY TOWARDS THE PASSENGER AND
also be informed in advance which airline is operating your flight. LUGGAGE
DISABLED PERSONS AND PERSONS Unsafe airlines are banned from operating within the EU. Subject to certain criteria and limitations, airlines can be
WITH REDUCED MOBILITY held liable for injury or death resulting from an accident.
Under EU legislation, if you’re disabled or have reduced mobil- ASSISTANCE IN THE CASE OF DENIED BOARDING, You may also be entitled to compensation for loss, delay or
ity you’re protected from discrimination during reservation and DELAY OR CANCELLATION damage to luggage (including mobility equipment).
boarding. Carriers or their agents can only refuse to take you You may be entitled to assistance such as meals and refresh-
on board if it’s physically impossible given the size of the air- ments, access to communication, accommodation (if necessary) You must lodge a claim to the airline within seven days of
cra or its doors, or doing so would breach established safety and transport to and from the place of accommodation if you‘re receiving your luggage if it’s damaged, and within 21 days
requirements. denied boarding or your flight is cancelled at short notice. In the if it’s delayed.
event of a long delay, assistance will be available aer:
If you’re refused boarding for these reasons, you’re entitled to → two hours or more for flights of 1,500 km or less;
either reimbursement or re-routing. The carrier may require you → three hours or more for longer flights within the European
to be accompanied by someone who can provide you with assist- Union or for other flights of between 1,500 and 3,500 km;
ance. In this case the Commission recommends that the seat be → four hours or more for flights of over 3,500 km outside the
offered for free or at a significantly discounted rate. You have the European Union.
right to assistance at no additional cost at all EU airports when
boarding or leaving an aircra , and during the flight. We recom- RE-REROUTING OR REIMBURSEMENT IN THE CASE
mend you inform the airport of your needs (e.g. that a guide dog OF DENIED BOARDING OR CANCELLATION
needs to travel with you) at least 48 hours before departure if In the event of denied boarding or cancellation you will be
you can. Where no notification is given, assistants should make given the choice between re-routing and a refund of the ticket
all reasonable efforts to provide the requested assistance. price. Re-routing should be offered under comparable transport