Scope of application
The European regulations on the rights of air passengers as defined in Regulation 261/2004 apply to all flights departing from airports within the territory of a member state of the European Union, as well from Iceland, Norway and Switzerland as for all flights being carried out by air carriers from the European Union, even if they depart from airports outside the EU.
Regulation 261/2004 regulates passengers' rights in cases of denied boarding, cancellation, long delays and change of class.
Regulation 261/2004 only applies to the airline operating the flight or the airline responsible for carrying out the flight.
The Regulation will not apply if you travel free of charge or with a reduced price ticket that is not directly or indirectly available to the public.
This refers to the refusal to carry the passenger on a flight, despite having presented themself for boarding in compliance with the requirements set forth in the Conditions of Carriage, unless there are reasonable grounds for such refusal, such as health, safety, presentation of inadequate travel documents, etc.
In the event of denied boarding (e.g. due to overbooking), the company should ask for volunteers and agree to compensation with them. If, in the end, there are not enough volunteers and boarding is denied against the passenger's will, the rights that apply are:
|Flight distance||Compensation||Reduction of 50% due to late arrival if under|
|Up to 1,500 km||€250||2 hours|
|All intra-Community flights of more than 1,500 km and all flights between 1,500 and 3,500 km||€400||3 hours|
|More than 3,500 km||€600||4 hours|
The compensation referred to may be made in cash, by electronic bank transfer, bank transfer, cheque or, after agreement signed by the passenger, travel vouchers or other services.
This is the non-execution of a scheduled flight for which a ticket has been purchased.
The following rights are applicable in the event of cancellation:
This is any flight delay at the airport of origin in relation to the time initially scheduled in your booking. The rights that can be invoked in the event of late departures are:
|Flight distance||Right to assistance if the delay in departure is greater than|
|Up to 1,500 km||2 hours|
|All intra-Community flights of more than 1,500 km and all flights between 1,500 and 3,500 km||3 hours|
|More than 3,500 km||4 hours|
When the final destination is reached three or more hours after the arrival time initially scheduled by the airline, the passenger may be entitled to compensation identical to that which would correspond to them in the event of flight cancellation, unless the airline can demonstrate that the delay was caused by an extraordinary circumstance.
The expected financial compensation will be established according to the distance to the destination, provided that the delay is at least three hours or more.
When the airline seats the passenger in a class lower than what they paid for, it must refund a percentage of the ticket price purchased by the passenger. See the percentage in the table:
|Flight distance in km||Intra-Community||Extra-Community|
|0 - 1,500 km||30%||30%|
|1,500 - 3,500 km||50% (*)||50%|
|+ 3,500 km||50%*||75%|
(*) Except for flights between European territory and the French overseas territories, which will be refunded 75% of the ticket amount.
Information and bookings.
Telephone: (+34) 911 401 501 (24 hours)
Customer Relations Dept.
Fax: +34 971 178 439
Website: www.aireuropa.com> Do you need help? > Complaints
Air Europa Dpto. Relaciones con los Clientes, Apartado de Correos 132. 07620 Llucmajor (Baleares) Spain
Baggage (delay, loss or damage)
Telephone 911 360 190 (Monday to Sunday, from 08:00 am to 12:00 am).
International helpline (34) 911 360 190 Air Europa.
Servicio de Equipajes Apdo. Correos 430 07080 – PALMA DE MALLORCA (Baleares). Spain
MINISTERIO DE FOMENTO
Agencia Estatal de Seguridad Aérea (AESA) División de Calidad y Protección al Usuario, Paseo de la Castellana, 112 28046 Madrid. Spain.
Telephone: +34 913 968 210
The body responsible for ensuring compliance with Regulation 261 depends on the country of departure of the flight. See the list of contacts of Organisations in other EU countries via this link: https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en
To check in online, you must enter:
- Booking reference or ticket number.
- The first surname of the passenger who wishes to check in. If it has 4 letters or fewer, the second surname must be added.
Blunt, spiked or sharp objects are some of the prohibited items in the aircraft cabin. For more information please see our section on "Prohibited objects".
If you are carrying valuable items in your baggage, you can register this circumstance by making a special value declaration.
Passenger rights in the European Union are regulated by European Regulation (EC) 261/2004. You can find a summary of your rights here.
If your flight departs from a non-EU airport, the applicable regulation may not be this regulation if the country from which your flight departs has its own regulation.
If you wish to contact us, you can do so through our form.