|Your rights under EC Regulation 261/2004|
|If you wish to cancel or amend a flight which you have booked, please contact our call centre. This notification informs you of your rights under EC Regulation 261/2004, which came into force on 17 February 2005, in circumstances where your flight is delayed or cancelled or where you are denied boarding against your will.
We ask that you call us, rather than email us, as we need to ascertain that the person contacting us is authorised to cancel or amend the booking and that we can more easily make them aware of the possible costs involved. We therefore require your payment details which can be taken more securely over the telephone.
|To what flights does this Regulation apply?
The regulation applies to all flights either:
|What if my flight is cancelled?
Any Passenger whose flight is cancelled, shall have the choice of either:
|Under what circumstances am I entitled to compensation for cancellation of my flight?|
|Under the EC Regulation, any passenger who holds a confirmed reservation with a valid ticket for a qualifying flight which is cancelled, is entitled to claim compensation except in the following cases:
|How and where do I make a compensation claim for my cancelled flight?|
|To make a claim for compensation please contact Customer Relations department for the airline you were due to fly with. Claimants are normally required to supply their name and contact details, the names of other passengers being claimed for and their contact details, booking reference and details of the cancelled flight. Most airlines require that the person making the claim must be one of the passengers. Please note: most airlines will be unable to process your claim for compensation at the airport.|
|If my flight is cancelled, will the airline look after me at the airport?|
|Where a flight has been cancelled, passengers are entitled to refreshments and meals as is reasonable in relation to their waiting time, as well as two telephone calls, telex, fax messages or emails free of charge. In the event of re-routing when the reasonably expected time of departure of the new flight is at least 24 hours after the scheduled departure time of the cancelled flight, the airline must also provide hotel accommodation and transport between the airport and the place of accommodation.|
|The below two rights apply providing that passengers present themselves for check in as stipulated and at the time indicated in advance and in writing by the airline, any tour operator or Eurobookers , or, if no time is indicated, no later than 45 minutes before the published departure.|
|What if my flight is delayed for five hours or more?|
|If your flight is delayed for five hours or more, the purchaser of your ticket is entitled to a refund for the part or parts of the journey not flown, unless you can prove that the flown part(s) of your journey no longer serves any purpose in relation to your travel plans. Where relevant, the airline must also provide a return flight to the first point of departure at the earlier opportunity.
|If my flight is delayed, will the airline look after me at the airport?|
Where a flight is delayed, passengers are entitled to refreshments and meals as is reasonable in relation to their waiting time, as well as two telephone calls, telex, fax messages or emails free of charge. These provisions apply according to the duration of the expected delay and the distance of the flight as follows:
|What rights do I have if I am denied boarding against my will?
What rights do I have if I am denied boarding against my will? When an airline reasonably expects to turn passengers away, it must first call for volunteers to surrender their reservations in exchange for benefits. Only if insufficient volunteers come forward are they allowed to deny passengers boarding against their will.
If boarding is denied, the airline must pay compensation as follows:
Where you are denied boarding in the USA, US Denied Boarding legislation applies instead of the EC Regulation.
Please note: Eurobookers acts as sales agent for airlines and so cannot be responsible for compensation claims or any failure of an airline to comply with these Regulations. However, our customer services team would be happy to answer any questions you may have. In the event that your complaint is still not answered to your satisfaction, you may contact the Air Transport Users Council, CAA HOUSE, 45-59 Kingsway, London WC2B 6TE, United Kingdom.