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The Rights of Airline Passengers
*Please note that this is a guide only and not a legal text. The legislative protection described in this leaflet applies throughout the European Union unless otherwise stated.
Information
about flights and reservation
The travel
agent must supply you with neutral and accurate information on the different
options available for a journey e.g. non-stop flights, connecting flights
and all the fares available from different airlines, as displayed.
The travel agent or the airline company must inform you of all the details available for a booked flight e.g. identity of air carrier, stops on route, transfers between airports and changes of aircraft during the journey.
In Ireland all advertisements for airfares must include comprehensive information about the full cost and availability of the fare on offer. This comes under the Consumer Information (Advertisements for Airfares) Order 2000.
Overbooking
When you have
a valid ticket and arrive on time, if an airline prevents you from boarding
because it has overbooked the flight, you must receive fair treatment and
proper compensation*.
The following rules apply under Council Regulation EC295/91:
- The airline
must offer you a choice between:
- reimbursement without penalty of the cost of the ticket for the part of the journey not made or:
- re-routing to your final destination at the earliest opportunity or;
- re-routing at a later date at your convenience.The airline must pay minimum compensation in cash.Where you are travelling with a package tour, the airline must compensate the tour operator who must then pass the compensation on to you.The airline should offer free of charge a telephone call, meals/refreshments and accommodation where necessary.
Compensation
in case of an accident
If you are
travelling with an EU airline you will receive full compensation in the
case of an accident regardless of where it happens and also up-front payments
if needed to help with immediate economic hardship. This rule comes under
Council Regulation EC 2027/97.
Air
Travel as part of a package holiday
If you are
travelling as part of a package tour or holiday you must receive precise
information from the organiser about your trip. If an organiser significantly
alters a term of the contract you may be entitled to a remedy.
Please see the Package Travel Information Leaflet for more information on your Package Travel rights.
Lost
Baggage
An airline
is liable for loss or damage to baggage. Under the Warsaw Convention (1929)
you are entitled to approximately £18 (€22.86) per kilo up to
a maximum of 23 Kilos for checked baggage (economy class) whether baggage
is lost, delayed or missing for more than twenty four hours. Some airlines
do offer compensation over and above this legal requirement, but generally
not much more.
If your baggage fails to arrive at its destination, the following guidelines will help you pursue your complaint more effectively:
- Report the
problem immediately to customer service and fill a Property Irregularity
Report (PIR).Locate the baggage labels you were given when you checked-in
your luggage.If your baggage is not returned during your vacation, remember
to keep receipts of items purchased because of missing luggage.Put your
complaint in writing promptly as there is a time limit of twenty one days
from the delivery of your baggage in which to make a claim.If your baggage
is damaged in transit put your complaint in writing within seven days.If
you have holiday insurance, advise your insurance company of the loss or
damage to your baggage.
Under international agreements an airline is liable for damage caused by delay, except if it proves that it did all it reasonable could to avoid the damage or that it was impossible to do so.
It is
recognised that your air passenger rights need to be updated and strengthened.
To this effect the European Commission is currently discussing and preparing
amendments to current legislation.
Do you have information on other countries?
Please send it for inclusion to:
rights@travel-images.com
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