Passenger rights
Airlines have a legal obligation to inform you of your rights and where you can lodge complaints.
- Denied boarding?
- Canceled flight?
- Race with extended delay?
Refusal to board
You may be denied boarding:
- If you pose a threat to safety, security or health or if you do not have the correct travel documents;
- If you did not use the departure ticket on a booking that included a return flight;
- If you have not boarded the previous flight(s) included in a booking with consecutive flights;
- If you do not have the necessary documentation for the pet you are traveling with.
If you have arrived at check-in on time with a valid reservation and the required travel documentation and are denied boarding due to overbooking or operational reasons and do not wish to voluntarily give up your seat, you have:
- the right to compensation;
- the right to choose between refund, rerouting or another booking at a later date and
- the right to assistance.
For more details regarding denied boarding please go to this link.
Delay
If your flight departs late, you are entitled to assistance, a refund and a return flight (the latter if the delay prevented you from reaching your connecting flight), depending on duration DELAYED and by distance FLIGHT.
If YOU made to the final destination with a delay of more than 3 hours, you are entitled to compensation, unless the delay was caused by extraordinary circumstances.
Placement in a higher or lower class of travel
If you are placed in a higher class of travel, the airline cannot ask you to pay extra.
If you are placed in a lower class of travel, you are entitled to a refund of a percentage of the ticket price, depending on the flight distance, as follows:
- 30% – for flights of a maximum of 1 km
- 50% – for EU flights over 1 km (except for flights between the EU and French overseas departments) and for all other flights between 500 and 1 km
- 75% – for flights not falling under category (a) or (b), including flights between the EU and French overseas departments.
If you have 2 or mai fines connecting flights included in one single ticket, refund cannot be paid than for the flight pe DURING CARU YOU former placed in a class lower, not for the entire trip. Reimbursement must be paid în term of 7 days.
For more details regarding the delay of your flight and being placed in a higher or lower class of travel, please go to this link.
Flight cancellation
Cancellation occurs when:
- Your original flight schedule has been canceled and you are transferred to another scheduled flight;
- The plane took off but was forced to return to the departure airport and you were transferred to another flight;
- The plane lands at an airport that is not the final destination indicated on the ticket, with two exceptions:
- You have accepted re-routing (under comparable transport conditions and as soon as possible) to the destination airport or to any other destination agreed by you. In this case, it is considered a delay, not a cancellation.
- The arrival airport and the destination airport serve the same city or region. In this case, it is considered a delay, not a cancellation.
If your flight is cancelled, you have the right to a refund, rerouting or return to the place of departure, as well as the right to assistance and compensation. The airline owes you compensation if you were informed of the cancellation less than 14 days before the planned flight date. The air operator has the obligation to prove if and when he will personally inform in this regard. If it cannot, contact your national authority for assistance.
However, the operator does not have to pay compensation if it can prove that the cancellation is caused by extraordinary circumstances, which could not have been avoided despite the adoption of all possible measures.
For more details regarding the cancellation of your flight, please go to this link.
Assistance in case of denied boarding, cancellation or delay in departure
During the wait, the airlines have to offer you assistance free. If you have problems with your trip, let the airline know so you don't have to find solutions yourself. Airlines should also ensure, if possible, that they provide accessible accommodation for people with disabilities and companion dogs. The assistance provided must include:
- refreshments;
- snacks;
- accommodation (if you have a reservation for the next day);
- transportation between the airport and the place of accommodation;
- 2 phone calls or 2 messages (telex, fax, e-mail).
If you are not offered assistance and buy your own soft drinks and food, the airline should give you your money back, as long as the expenses you incurred were necessary, reasonable and adequate. Keep the vouchers for settlement. You are entitled to assistance only for the duration of the waiting until the forwarding, under comparable conditions of transport and in the shortest possible time, to the final destination or to the return flight to the airport from which you originally departed (if you missed the connecting flight due to problems with the previous flight).
In exceptional cases, the airline may decide to limit assistance or not at all, if this would lead to delays and higher for passengers waiting for an alternative or delayed flight.
For details on airline assistance, please go to this link.
Lost, damaged or delayed baggage
Baggage handed over
If the luggage handed over at check-in has been lost, damaged or arrived late, liability him RETURNS Company air and you are entitled to a compensation up to approximately EUR 1.300. But if the damage was caused by a defect of luggage, You do not have the right to compensation.
Hand luggage
If your hand luggage is damaged during the journey, liability him RETURNS Company air only if the damage occurred through his own fault.
Travel insurance
If you have in your luggage articles expensive, you can, for a fee, to claim compensation bigger (over EUR 1.300). For this purpose, you will need to contact the airline to make a statement regarding the contents of the luggage, at the latest at check-in. However, in order to have sufficient coverage, we recommend that you conclude a insurance private travel.
Filing a complaint
If you want to file a complaint, you need to address în written the airline în term of 7 days for loss or damage to luggage or în term of 21 days upon receipt of the luggage, if it arrived with delay. There is no standard form at EU level.
For more details regarding lost, damaged or delayed baggage please access this link.
Passengers with reduced mobility
Passengers with reduced mobility and disabled persons are protected against discrimination and starting from July 26, 2008 can benefit from appropriate assistance provided (under certain conditions) in every airport in the EU. In accordance with Article 9 of Regulation (EC) 1107/2006 – quality standards regarding assistance and DOC 30 ECAC Annex J – Code of good Conduct in Ground Handling For Persons With Reduced Mobility, the following quality standards have been established with regarding service availability:
Service availability at departure – announced 48 hours in advance by SITA messages or other forms of communication
Availability 80% < 10 min waiting
Availability 90% < 20 min waiting
Availability 100% < 30 min waiting
Service availability at departure – unannounced (direct presentation of the PMR passenger at the airport)
Availability 80% < 25 min waiting
Availability 90% < 35 min waiting
Availability 100% < 45 min waiting
Service availability on arrival – announced by SITA messages or other forms of communication before the aircraft lands
Availability 80% < 5 min waiting after parking the aircraft
Availability 90% < 10 min waiting after parking the aircraft
Availability 100% < 20 min waiting after parking the aircraft
Service availability on arrival – unannounced before the aircraft lands
Availability 80% < 20 min waiting after parking the aircraft
Availability 90% < 30 min waiting after parking the aircraft
100% availability < 45 min waiting after parking the aircraft.
If the PMR passenger is dissatisfied with the way in which the regulations of Regulation (EC) 1107/2006 are applied at "Avram Iancu" Cluj International Airport, the handling agent will provide him with the necessary means to file a complaint and submit the complaint to airport registration. This complaint will be analyzed according to the airport's internal procedures, and the solution will be brought to the attention of the PMR passenger as soon as possible.
liability
Air transport companies are liable for damages resulting from flight delays, damage and loss of luggage, as well as personal injury or death resulting from accidents. However, they do not bear this responsibility if they have taken all possible measures to avoid the damage caused or if they were unable to take such measures.
Tourist packages
The operators of tourist packages have the obligation to present correct information regarding the reserved holiday tickets, to respect the contractual obligations and to ensure the protection of the passengers in case of insolvency of the organizer.
For more details regarding the tourist packages, please access this link.
More information?
Call the free number* from anywhere in the EU during business hours (09:00 – 18:00 CET on weekdays): 00 800 678 910 11
More information, as well as a list of the national authorities responsible for respecting these rights, can be found at: http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_ro.htm#apr-problems.
* Certain mobile phone operators do not allow access to numbers with the prefix 00 800 or charge for these calls. In some cases, these calls may be charged if they are made from a public payphone or hotel.
