Passenger Rights
- Luggage
If your baggage is lost, damaged or delayed, you may be entitled to compensation. However, airlines cannot be held liable if they took all reasonable measures to avoid the damage or if taking such measures was impossible. If your baggage is damaged, you must complain to the airline within seven days of receiving your baggage. In the case of delayed baggage, this period is a maximum of 21 days.
2. Disabled people and people with reduced mobility
Under EU law, disabled persons and/or persons with reduced mobility are protected against discrimination during booking and boarding. They are also entitled to assistance at airports (departure, arrival and transit) and on board aircraft. To facilitate assistance, it is recommended that you give advance notice of your needs.
3. Denied boarding
If passengers are denied boarding, aircraft must first seek volunteers willing to give up their reservations in exchange for certain benefits. In addition, the air carrier must also offer volunteers the choice between a full refund or re-routing. You may be entitled to compensation depending on the distance of the flight and the delays before rerouting. If volunteers choose re-routing, the airline must also provide assistance if necessary, for example: food, access to a telephone, hotel accommodation for one or more nights, if necessary, and transportation from the airport to the place of accommodation.
In such cases, you can get denied boarding compensationdepending on the distance of the flight. ClaimBee can help you to obtain this compensation quickly, ClaimBee representatives also operate at Traian Vuia International Airport in Timisoara, where you can receive immediate support.
4. Flight cancellation
You are also entitled to the same compensation as if you are denied boarding, unless you have been informed of the flight cancellation at least 14 days in advance or have been re-routed at times close to your original flight schedule or if an airline can prove that the cancellation was due to extraordinary circumstances. In addition, the airline must offer you a choice between
- refund the cost of your ticket within seven days;
- re-routing, under comparable transport conditions, to the final destination;
- if necessary, service (telephone, refreshments, food, accommodation, transport to accommodation)
For flight cancellation without proper notification, you are entitled to canceled flight compensationbased on the distance of the journey. You can submit your claim via ClaimBee and they handle the whole process.
5. Long delays
You are entitled to service by the airline (phone calls, refreshments, meals, accommodation, transportation to the place of accommodation), if the delay is:
- two hours or more for flights of 1 500 km or less;
- three hours or more for longer intra-Community flights or other flights between 1 500 and 3 500 km;
- four hours or more for extra-EU flights over 3 500 km.
If the delay is more than five hours and you decide not to continue your journey, you are also entitled to a refund of the cost of your ticket and a return flight to your original departure point. If you arrive at your final destination with a delay of three hours or more, you may be entitled to the same compensation as when your flight is canceled, unless the airline can prove that the delay was caused by extraordinary circumstances. In addition, airlines can be held liable for damages resulting from delays.
If you arrive at least three hours late, you are entitled to delayed flight compensation. You can get this compensation online, through the ClaimBee platform or directly from the company representatives at Traian Vuia International Airport.
6. Airline identity
You must be informed in advance of the identity of the airline providing the service. Airlines deemed unsafe are subject to bans or restrictions within the EU.
The list can be found at: http://ec.europa.eu/transport/air-ban/
7. Holiday packages
Package holiday organizers and retailers are obliged to provide accurate, comprehensive information about the holiday packages booked. They are obliged to respect contractual terms and protect passengers in case of insolvency. Tour operators must provide accurate information about the holiday booked, comply with contractual obligations and protect passengers in the event of the organizer’s insolvency.
8. Price transparency
Under EU law, when you buy tickets for flights departing from EU airports, you must be clearly explained the conditions applicable. The final price to be paid must be indicated at all times and must include the applicable fare as well as all applicable taxes, charges, surcharges and other fees that cannot be avoided and are foreseeable at the time of publication. You should also be provided with a breakdown of the tariff, taxes and, finally, other applicable tariffs, taxes, surcharges, additional charges and fees. Optional price supplements should be clearly, transparently and unambiguously communicated at the start of any booking process and acceptance should be at your discretion.
9. What should you do if you think your passenger rights have been violated?
If you believe your rights under air passenger rights legislation have been violated:
- You should first contact the airline or – for issues related to people with reduced mobility – the airport.
- If you are not satisfied with their response, you can complain to one of the National Implementing Bodies (NEB).
NOTE: In principle, complaints should be filed in the country where the incident took place.
For more details, visit the European Commission website