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Your rights as a passenger

The rights of passengers are regulated by the European Regulation (EC) 261/2004.

Here we inform you of your rights as a passenger based on the incident you have had on your flight.

When it's considered as a Delay?

You are entitled to a compensation for delay as long as the aircraft arrives at the final destination 3 or more hours after the originally scheduled arrival time by the airline.

When it's considered as a Cancellation?

The cancellation is the non-completion of the flight for which we had purchased a ticket. You are entitled to compensation for cancellation provided that the airline wouldn't have communicated to you more than 14 days in advance to the departure's date of the flight.

When it's considered as Overbooking?

Is the denied boarding of the passenger on the flight, despite having been presented to the shipment in compliance with the requirements established in the Conditions of Carriage. It occurs when an airline sells more seats than those available on the plane and, therefore, can't board all passengers.

The company is obliged to offer you:

In case of Delay, Cancellation or Overbooking, The company is obliged to offer you:
  • Food
  • Drink
  • Phone call
  • Alternative Transportation
  • Accommodation (if the reservation is for the following day)
  • Economic compensation (If the criteria described in the previous sections are met)

Economic compensation

Less than 2 hours More than 2 hours More than 3 hours More than 4 hours Distance

Overbooking

250€ 250€ 250€ 250€ 1.500 kilometers or less
400€ 400€ 400€ 400€ All domestic EU flights of more than 1.500 km and all others between 1.500 and 3.500 km
600€ 600€ 600€ 600€ All non-EU domestic flights of more than 3.500 kilometers

Delay

0€ 0€ 250€ 250€ 1.500 kilometers or less
0€ 0€ 400€ 400€ All domestic EU flights of more than 1.500 km and all others between 1.500 and 3.500 km
0€ 0€ 300€ 600€ All non-EU domestic flights of more than 3.500 kilometers

Cancellation

125€ 250€ 250€ 250€ 1.500 kilometers or less
200€ 200€ 400€ 400€ All domestic EU flights of more than 1.500 km and all others between 1.500 and 3.500 km
300€ 300€ 300€ 600€ All non-EU domestic flights of more than 3.500 kilometers

Luggage

Delay Lost Damage
Important: File a claim at the Airport at the same time as the incident and fill out the part P.I.R.
Claim the company within 21 days from the time of receipt. After 21 days, luggage is considered lost and the company can already be reclaimed. Claim the company within 7 days of receipt
Amount of the compensation: Up to 1.500€
Overbooking
Less than 2 hours More than 2 hours More than 3 hours
250€ 250€ 250€
400€ 400€ 400€
600€ 600€ 600€
More than 4 hours Distance
250€ 1,500 kilometers or less
400€ All domestic EU flights of more than 1.500 km and all others between 1.500 and 3.500 km
600€ All non-EU domestic flights of more than 3.500 kilometers
Delay
Less than 2 hours Between 2 and 3 hours More than 3 hours
0€ 0€ 250€
0€ 0€ 400€
0€ 0€ 300€
More than 4 hours Distance
250€ 1,500 kilometers or less
400€ All domestic EU flights of more than 1.500 km and all others between 1.500 and 3.500 km
600€ All non-EU domestic flights of more than 3.500 kilometers
Cancellation
Less than 2 hours More than 2 hours More than 3 hours
125€ 250€ 250€
200€ 200€ 400€
300€ 300€ 300€
More than 4 hours Distance
250€ 1,500 kilometers or less
400€ All domestic EU flights of more than 1.500 km and all others between 1.500 and 3.500 km
600€ All non-EU domestic flights of more than 3.500 kilometers
Luggage
Delay Lost Damage
Important: File claim at the Airport at the same time as the incident and fill in the part P.I.R.
Claim the company within 21 days from the time of receipt After 21 days, luggage is considered lost and the company can already be reclaimed Claim the company within 7 days of receipt
Amount of the compensation: Up to 1.500€

How long will it take to collect my compensation?

It depends. If the process is resolved amicably, approximately 2-3 months.

If you have to go to the judicial time limits depend on factors beyond our control: city where the demand is filed, court deadlines ... A reasonable average time frame is 6-8 months.

In any case, we'll inform you about the status of your claim (eg, trial date) so that you have an approximate collection date.

Start your claim here