Your Air. Passenger Rights. Traveller s Guide. How to choose. What to do when. suitable tariff airplane company

Transcription

1 Traveller s Guide Your Air Passenger Rights European Consumer Centre Czech Republic Štěpánská 15, Praha 2 phone: esc@coi.cz, How to choose suitable tariff airplane company This brochure was published by the European Consumer Centre Czech Republic by the Czech Trade Inspection in The Centre is financed by the European Commission and the CTI. What to do when flight is cancelled or delayed baggage is lost, delayed or damaged

2 Glossary: Network carrier: sometimes also called a classic, national or flag carrier. It usually offers flights with a transfer; the ticket price often includes transport of checked baggage and refreshment. Flight tickets can be bought via worldwide booking systems from a number of sellers. Low-cost carrier: usually does not offer guaranteed transfers; flight tickets can often be bought only at the carrier s website or over the phone. Tariffs are usually set as one-way; number of services is offered for an extra charge; the basic flight ticket price can be very low. Tariff: price at which the transport is provided, including conditions for using the given price (in case of more expensive tariffs, there is usually a possibility to change the date of departure or to cancel the flight ticket etc.). Checked baggage: also registered baggage. Baggage transported in the aircraft s luggage compartment outside the cabin for passengers. Cabin baggage: also hand baggage. Baggage transported in the cabin for passengers. Flight segment: every single flight. Flights with a transfer comprise two or more segments. Third countries: countries outside the European Union and the European Economic Area (EEA). SDR: Special Drawing Rights, a currency unit of the International Monetary Fund; the exchange rate is published by the Czech National Bank, and 1 SDR usually equals to CZK 29. Passenger rights established by European Regulation No 261/ 1/ In case of flight cancellation If a flight is cancelled, passengers are automatically entitled to choose between re-routing to the final destination at the earliest opportunity (if it is possible) and withdrawal from the contract and ticket refund or refund of a proportional part from the return ticket price. If the passenger chooses the withdrawal and refund, the airline company (or the tour agency) bears no further responsibility and provides no further help. If you choose re-routing, then the carrier is obliged to inform you about your rights and also to provide you with the following care: meals and refreshments in the extent appropriate to the waiting time in case of need also accommodation in a hotel for one or more nights, including transport between the airport and the hotel. two phone calls, sending of two messages via fax or In case of flight cancellation, you also might have the right to subsequent financial compensation, i.e. a fixed amount as a compensation for the cancelled flight from 250 to 600 depending on the distance of the flight. In case of fligh delay In case of a significant flight delay, passengers have the right to free of charge care from the carrier as mentioned above. As a significant delay is understood a delay of more than 2 hours for a flight shorter than 1,500 km; of more than 3 hours for all flights in the European Economic Area longer than 1,500 km and all other flights 1,500-3,500 km long; of more than 4 hours of all other flights. If the delay exceeds 5 hours, passengers are entitled to withdraw from the contract and to a ticket refund in a way similar to the one in flight cancellation.

3 Flight tickets prices how to save Flight tickets prices for individual routes vary in time significantly. In order to reach the lowest price, it is usually worth booking the ticket as soon as possible; sometimes even a couple of months before the departure. In case of network carriers, a return tariff is usually significantly cheaper than a one-way one. Low-cost carriers, on the other hand, usually offer also return tickets as a combination of one-way tariffs. The cheapest tariffs are usually not available for crowded flights (Fridays, Sundays, holidays). In some of the tariffs, it is necessary to spend some time at the destination, at least 3-7 days or a night from Saturday to Sunday, to reach the lowest price. The best way of finding the most favourable price is using internet search engines. It is worth comparing prices at the websites of ticket sellers and airline companies; there are also very useful websites offering price comparison without the necessity of direct purchase. It is necessary to bear in mind that ticket sellers often do not offer flights of some low-cost carriers who sell their tickets exclusively via their own web pages. Tips: matrix.itasoftware.com price search and comparison (does not include tariffs of some low-cost companies) skyscanner.cz price search and comparison in the Czech language What the flight ticket price consists of Besides the fare itself, the price of the ticket usually comprises also various taxes together with air taxes and other fees. The European law prescribes that the final price of the ticket is displayed from the very first step of the booking (or already in an advertisement) including all taxes and fees which are not optional. For example, this price thus does not have to display all the optional fees such as those for baggage or priority boarding. It is thus necessary to take into account that the final price listed by different carriers at the beginning of booking does not contain the same extent of services. The ticket price also usually contains a fee for its issuing. This fee differs in individual sellers, and this is so even for the same ticket offered by a number of sellers for the same flight. Moreover, this fee, when charged by some ticket sellers in the CR, is quite high and can amount up to CZK 500. Sellers income comprises this fee and the commission paid by the airline company from the sold ticket. It is not exceptional that you can buy the ticket you request from a competing seller, thus escaping the necessity to pay the fee. By this, up to tens of percent can be saved from the price of the cheapest tickets (e.g.: the ticket itself can cost CZK 1,000, which would amount to 1,500 CZK including the fee to the seller. In case of the purchase from another seller, up to 33% of the overall price can be saved). Some companies also favour payment by a certain type of credit card in their fee policy, so it is convenient to use this possibility.

4 Change of flight or change of passenger s name When reserving a flight ticket, tariff conditions connected with it should be taken into account. Generally, there is a rule stating that cancelling a ticket with a claim of getting the money back is possible only for the most expensive tariffs; some airline companies do not even offer this possibility at all. It is usually possible to change the date of the flight or the name of the passenger only for a fee, which might be quite high; in case of a flight date change, the carriers usually require a supplementary charge so that the price matches the current flight ticket price on the day of departure, in case the new price is higher than the original one. Even in the case of tariffs where the ticket cannot be returned, it is usually possible, in case that the passenger did not board the plane, to ask for the return of air taxes and other fees if these are marked on the flight ticket. How to choose an airline company according to quality and punctuality Individual carriers offer their passengers very different quality of services. Classic airlines usually offer from 2 to 4 classes on their flights according to the level of comfort and services. Low-cost carriers offer only one, economy class. However, the flight ticket price may or may not include free transport of baggage or refreshment of a various extent. Skytrax research ( compares customers satisfaction with individual carriers and assigns them certain number of stars, similarly as for hotels. Statistics of flight delays may also help in choosing a carrier; you can find detailed information concerning your flight for instance at Namely the classic airline companies insist on entering the individual segments of the flight in the order displayed on the ticket; thus, it is not possible to board at one of the stops, nor is it possible to take only the flight back if the flight to the destination was not taken. For example, if you are flying from Prague to Madrid with a transfer in Frankfurt, you cannot start your journey in Frankfurt. Similarly, if you buy a return ticket from Prague to London, you cannot fly from London only. In this respect, gradual change can be expected, since similar terms were in certain cases found unlawful by foreign courts. We recommend to get acquainted with terms and conditions of transport of each carrier in advance. Their full wording can usually be found on the carrier s website.

5 Virtually all classic as well as low-cost airline companies offer bonus programmes for their regular passengers, in which it is possible to get certain rewards, such as discount tickets or a possibility to use higher class free of charge, when a certain amount of miles flown has been reached. In case of carriers united in alliances, the bonus miles are usually counted from flights of alliance partners as well. Baggage transport Before buying a flight ticket, always acquaint yourself with terms and conditions of baggage transport, for these vary significantly in individual carriers. It has almost become a rule in case of low-cost carriers that it is necessary to pay a fee for transport of checked baggage. The fee paid in advance usually differs from the one paid at the check-in at the airport. There are also considerable differences in weight, size and number of pieces of checked and cabin baggage. In case the allowed baggage weight or size has been exceeded, carriers charge relatively high fees. In case of loss, damage or delay in baggage transport, the carrier is responsible for the incurred damages. The liability is though limited by SDR 1,131 (approx. CZK 33,000). If any of these unpleasant events occurs, it is necessary to inform the carrier as soon as possible. In case the baggage was damaged or lost, it is necessary to lodge a claim in writing within 7 days after the baggage delivery or after the arrival in case of a loss. Claims resulting from baggage delay must be lodged within 21 days after the baggage was delivered. However, in case of occurrence of any of the mentioned irregularities, it is strongly recommended to ask right at the airport at the baggage services desk for a Property Irregularity Report (so called PIR). Most of the carriers require a sufficient proof of the amount of damage in order to cover it; usually in the form of receipts of the lost or damaged items. Similarly, if the baggage was delayed, it is suitable to keep toiletries or clothing receipts in case it is necessary to buy them during the time of the delay. Before making a journey, always ask your carrier about the items whose transport is not allowed. Besides the usual safety regulations set by legislation and concerning dangerous items (weapons, explosives, chemicals etc.), most carriers apply extra regulations in their terms and conditions of transport. Usually, it is not allowed to carry for example money, securities, electronics, identity cards, keys etc. These items shall be put into a hand cabin baggage. Sharp items or liquids exceeding 100ml can be, on the other hand, transported only in the aircraft s luggage compartment.

6 Travelling with disabilities In principle, transport cannot be denied to persons with reduced mobility. However, there are some exceptions in order to secure air traffic safety. Passengers have the right to free assistance at the airports of arrival, departure or of possible transfer, as well as to assistance on board of the plane and to free transport of necessary medical aids and helpers (wheelchair, guide dog etc.). In order to assure a smooth transport, passengers should inform the carrier as soon as they can if their health condition requires special assistance. Where to find more information How to complain You can find more detailed information on your rights at the website of the European Consumer Centre ( or of the European Commission ( Lawyers of the European Consumer Centre will also provide you with free of charge assistance in case of problems connected with a concrete complaint about a carrier from another EU state, Norway, or Iceland. Flight cancellation, flight delay, denied boarding The European law protects passengers in cases of flight cancellation, long delays or denied boarding on the aircraft. With respect to demands made on airline companies, these rules belong among the world s strictest regulations in this field. In case of occurrence of any of the mentioned inconvenience when flying from an airport located within the EU territory with any carrier, or from a third country with a European carrier, the carrier is obliged to provide you with necessary accommodation and refreshment, to secure transport by a substitute flight or with financial compensation up to the amount of 600 under exactly specified conditions. You have no right for compensation in case of force majeure (weather, strike and so forth). What your rights are in case your flight is cancelled or delayed, can be found in detail on the prelast page of this publication. Information posters containing information on passengers rights can be found at all public airports within the EU.