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The Right to Care and Assistance

Lun, 08/22/2016
Ladies at the Airport

EU Regulation 261/2004 enhances and protects the rights of passengers who experience a cancellation, a delayed flight or who are denied boarding.

The right to compensation depends on a number of different factors, such as the duration of a delay and the flight distance.

An airline should help its passengers by rerouting them if a flight is cancelled or they miss a connecting flight. The airline should also provide overnight accommodation when its passengers are delayed overnight.

The right to care and assistance applies for all delays, even if they are caused by an extraordinary circumstance. The right to care and assistance applies under the following circumstances:

When flying under 1500km and delayed by two hours or more
When flying between 1500km and 3500km and delayed by three hours or more
When flying over 3500km and delayed by four hours or more

The right to care and assistance includes the following:

-refreshments during the waiting time
-accommodation if delayed overnight as well as transport between the hotel and the airport
-2 telephone calls, emails or fax messages

Food and drink must be limited to a reasonable amount, and will usually be provided by the airline in the form of vouchers.

If the airline does not provide these things, passengers should keep their receipts for any expenses and keep costs to a minimum, by only spending money on reasonably priced accommodation and food, for example. An airline will most likely not provide a reimbursement for luxury hotels, alcohol and any unnecessary expenditure.

In order to claim under EU Regulation 261/2004 you do not have to be a citizen of an EU member state. The regulation covers anybody flying from or to an airport inside the EU, or on a flight operated by an EU airline.