Your passenger rights
when travelling by air
When passengers are denied boarding on a flight, airlines are obliged to first seek volunteers to give up their reservation in exchange for certain benefits. In addition, the air carrier must also offer volunteers the choice between a full refund and re-routing.
You may be entitled to compensation of between €125 and €600 depending on the distance of the flight and
the delays experienced before being re-routed. Where volunteers choose re-routing, the airline must also provide assistance if necessary, for example - food, access to a telephone, hotel accomodation of one or more nights if necessary and transportation between the airport and the place of accommodation.
What should you do if you believe your passenger rights have been infringed?
If you consider that your entitlements under air passenger rights legislation have been breached:
- You should first contact the airline or - for issues related to persons with reduced mobility - the airport.
- If you are not satisfied with their response, you can lodge a complaint with a National Enforcement Body (NEB).
NOTE: Complaints should in principle be filed in the country where the incident took place.