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Passengers’ rights

The European Union grants passengers a number of rights to ensure their comfort during travel. Schiphol Travel has provided an explanation of your rights as a passenger below, as well as what to do in the event of problems such as denied boarding, cancellations, delays, baggage issues, and injury or death.

What can you do?

Should you encounter one of the problems listed below, the following options are available to you:

  • Ask an airline representative to handle your issue immediately. You can submit a complaint or claim to the relevant airline. If you do not receive what you are entitled to, Europe Direct can help you by offering advice or referring you to third parties who can provide further assistance. Call Europe Direct free on 00 800 6789 1011 or send an email to mail@europe-direct.cec.eu.int.
  • Of course, you can also submit your claim to Schiphol Travel. Your account manager will then be responsible for handling the claim further with the relevant airline.
  • In the event of problems with cancellations, EU Claim can take care of your claim. This company processes claims for passengers on a no-cure-no-pay basis (with the deduction of administration costs). Visit www.euclaim.nl for more information to submit a claim.

Below is an explanation of the various passenger rights:

1. Denied boarding

If you are denied boarding, and you checked in on time, the airline must provide you with further assistance and financial compensation. This applies to any flight from an EU airport or from a non-EU airport to an EU airport, if it concerns an EU airline.

If there are insufficient seats available on a flight, the airline must first offer passengers the option of voluntarily giving up their seat in exchange for certain benefits. This can take the form of either reimbursing the passenger for their ticket or offering alternative transport to their final destination.

If you do not wish to voluntarily give up your seat, the airline must pay you the following:

  • €250 for flights of 1,500 km or less
  • €400 for flights longer than 1,500 km within the EU or all other flights between 1,500 and 3,500 km
  • €600 for flights of more than 3,500 km outside the EU

These reimbursements are halved if your delay is no more than 2, 3 or 4 hours respectively. In addition, the airline must:

  • refund your ticket OR;
  • offer alternative transport to your final destination;
  • and provide meals, drinks, a hotel room if necessary (including transfers) and communication facilities.

2. Cancellation

If your flight is cancelled, and you checked in on time, the airline must provide you with further assistance and financial compensation. This applies to any flight from an EU airport or from a non-EU airport to an EU airport, if it concerns an EU airline.

In the event your flight is cancelled, the airline must either refund your ticket or offer alternative transport to your final destination. The airline is also required to provide meals, drinks, a hotel room if necessary (including transfers) and communication facilities. In addition, the airline must pay you the same fees as the above-mentioned for denied boarding.

3. Baggage

If your baggage is lost, delayed, damaged, or destroyed during a flight operated by an EU airline from anywhere in the world, you can file a claim for damages up to €1,100*. Claims for checked baggage must be submitted no later than 7 days after the baggage has been returned. Claims for delayed baggage must be submitted no later than 21 days after the baggage has been returned.

4. Injury or death as a result of an accident

You can file a claim for injury or death resulting from an accident on a flight operated by an EU airline from anywhere in the world. You are also entitled to an advance payment to cover your immediate economic needs.

*For exact amounts please call Europe Direct on 00800 6789 1011 or send an email to mail@europe-direct.cec.eu.int.

Further information

This document is a summary of the relevant EU legislation. Any legal action or claims initiated as a result of a dispute should only be made based on the relevant legislative documents: Compensation and assistance for passengers in the event of denied boarding, long delays, or cancellation of flights - Regulation (EC) No 261/2004, OJ L 46, 17.2.2004. Air carrier liability - Regulation (EC) No 889/2002 amending Regulation (EC) No 2027/97, OJ L 140, 30.5.2002.

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