Airline Passenger Rights

In order to guarantee that airline passengers are treated correctly, the European Union grants passengers certain rights. The following is Schiphol Travel’s clarification of your rights as a passenger and of what you can do if you are faced with a problem relating to being prevented from boarding an aeroplane, cancellations, delays, luggage, and injuries or death.

What can you do?

If you are confronted by one of the problems referred to below, the following options will be open to you:

  • Ask the airline company representative to take immediate action to solve your problem. Lodge a complaint or submit a claim to the airline company in question.
  • • If you have not received what you are entitled to, Europe Direct can provide further assistance in the form of advice or will refer you to relevant bodies that provide advice or 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 a claim to Schiphol Travel. Your Account Manager will then address the matter with the airline in question.
  • • In the event of problems relating to cancellations, EU Claim can handle your claim for compensation. EU Claim processes the claim on a no-cure-no-pay basis (after deduction of administration costs). Go to www.euclaim.nl for more information or to submit a claim.

The following is a clarification of your various rights:

1. Prevented from boarding

In the event that you are prevented from boarding an aeroplane, the airline company must pay you financial compensation and provide assistance if you checked in on time. This applies to any flight from an EU airport, or from an airport outside the EU to an EU airport if the flight is with an EU airline company.

If there are insufficient seats available on a particular flight, the airline company must first ask whether any passengers want to give up their seats in return for some sort of compensation. This compensation takes the form either of a refund of the ticket price, or of an offer of alternative transport to the passenger’s final destination.

If you are denied a seat on the flight against your will, the airline company must pay you the following compensation amounts:

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

The compensation amounts are halved if your delay is not more than 2, 3 or 4 hours respectively. In addition, the airline company must:

  • either refund the price of your ticket
  • or provide alternative transport to your final destination;
  • and provide meals, drinks, a hotel room as required (including transfers) and communication facilities.
2. Cancellations

In the event of a cancellation, the airline company must pay you financial compensation and provide assistance if you checked in on time. This applies to any flight: from an EU airport, or from an airport outside the EU to an EU airport if the flight is with an EU airline company.

In the event that your flight is cancelled, the airline company must: either refund your ticket, or provide alternative transport to your final destination and provide meals, drinks, a hotel room as required (including transfers) and communication facilities. In addition, the airline company must pay the same compensation amounts as referred to above in the case of a passenger who is prevented from boarding.

 

3. Lengthy delays

Immediate assistance
If you checked in on time for each flight:
from an EU airport, or from an airport outside the EU to an EU airport if the flight is with an EU airline company, and the airline company expects a delay of 2 hours or more for flights of 1,500 km or less, 3 hours or more for flights longer than 1,500 km within the EU or all other flights between 1,500 km and 3,500 km, or 4 hours or more for flights longer than 3,500 km outside the EU, the airline company must provide meals, drinks, a hotel room as required (including transfers) and communication facilities. In the case of a delay of 5 hours or more, the airline company must also offer to refund your ticket.

Subsequent compensation claims
If an EU airline company is responsible, anywhere in the world, for your flight being delay, you can submit a compensation claim for up to approximately € 4,800*.

4. Luggage

You can submit a compensation claim for up to approximately € 1,100* if your luggage has been destroyed, damaged, lost or delayed during a flight with an EU airline company, anywhere in the world. Compensation claims relating to checked-in luggage must be submitted no later than 7 days after the luggage has been returned. In the case of delayed luggage, claims must be submitted no later than 21 days after the luggage has been returned.

5. Injuries and death as a result of accidents

You can submit compensation claims for injuries or death as a result of an accident on a flight with an EU airline, anywhere in the world. You are entitled to an advance payment to cover your immediate financial needs.

*For the exact amounts please call Europe Direct on 00 800 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. If, as a result of dispute, legal steps are taken or claim procedures initiated, such steps or procedures must only take place on the basis of the relevant legislative documents: Compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, Regulation (EC) no. 261/2004, OJEC L 46 of 17.2.2004; Liability of air carriers, Regulation (EC) no. 889/2002 amending Regulation (EC) no. 2027/97, OJEC L 140 of 30.5.2002.

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