Air Europa aims to ensure that all its air travel experiences include the broadest possible customer service commensurate with our best efforts. We have detailed our responsibilities and how we comply with them in the 12 key points known as our "Commitment to the customer".
N.B.: Air Europa's Commitment to the customer is valid for all international itineraries originating in the USA and includes:
1. OFFER THE LOWEST FARE AVAILABLE
On Air Europa.com, on our online booking system, at our ticket desks at airports and in city ticket offices, we will offer the lowest published rate in accordance with the requested date, flight and service class. If you so wish, and your travel plan is flexible, our representatives will identify more affordable alternative itineraries.
2. NOTIFY CUSTOMERS OF KNOWN DELAYS, CANCELLATIONS AND DEVIATIONS
3. HAND OVER BAGGAGE IN A TIMELY MANNER
Our aim is to return your baggage to you in a timely manner. However, if this does not happen, we will endeavour to return the misplaced baggage to you within 24 hours. Notify an Air Europa employee at the airport if you cannot find your baggage. To check the progress of your baggage search, call 911 360 190 (from Spain) or +34 911 360 190 (from abroad) or contact lost baggage. We will try to contact customers for any unclaimed baggage if a name and address or telephone number is available. After five days, unclaimed baggage will be sent to our warehouse in Madrid, where we will endeavour to locate the owners.
4. ALLOW CANCELLATION OF BOOKINGS WITHOUT PENALTY FOR A DEFINED PERIOD
Even if you buy a non-refundable ticket that includes a flight to/from the Unites States, we give you time to compare our rates with those of other airlines, provided that you have purchased your ticket at least one week ahead of time. You can cancel and request a refund of your ticket within 24 hours from the purchase of your ticket, provided that the purchase has been made at least 168 hours (7 days) before the first flight on your itinerary.
5. PROVIDE QUICK TICKET REFUNDING
6. OFFER ADEQUATE SERVICE FOR PASSENGERS WITH DISABILITIES AND OTHER SPECIAL NEEDS, EVEN WHEN DELAYED ON THE TARMAC
Meeting the special needs of passengers with disabilities is a top priority of Air Europa. We offer a wide variety of special services for these passengers, such as:
To ensure the high quality of these services and the protection of customer rights, we have designated Complaint Resolution Officials (CRO) that are available by calling 800 798 5773 (if you are calling from the USA) or 900 846 500 (if you are calling from Spain) or by email to email@example.com; these are responsible for ensuring that services for customers with disabilities are provided correctly.
Children travelling alone
We provide detailed information to the parents of children between 5 and 14 years of age who are travelling as unaccompanied minors or by calling 844 415 39 55 (if you are calling from the USA) or 911 401 501 (if you are calling from Spain).
Our policies guarantee the safety and well-being of children travelling alone, including:
7. SATISFY THE ESSENTIAL NEEDS OF CUSTOMERS DURING PROLONGED DELAYS ON THE TARMAC
We will provide complete and timely information on the status of a flight if there is an extreme delay after you have boarded or upon landing. Furthermore, if the security conditions allow, we will take care of your essential needs such as food, drinking water, operational health facilities and access to medical treatment. For more information, see the Air Europa contingency plan in the event of prolonged delays on the tarmac.
8. HANDLE "DENIED" PASSENGERS WITH EQUITY AND CONSISTENCY IN THE EVENT OF OVERBOOKING
Upon request, we will inform you if the flight you have tickets for is overbooked. We will also provide information at airports about policies and procedures to handle situations in which not all ticketed customers can board the flight.
Our policies and procedures for handling these situations with equity and consistency include:
9. DISCLOSE THE TRAVEL ITINERARY AND OTHER POLICIES THAT MAY AFFECT YOUR TRIP
We will provide you with your travel itinerary and complete and timely information regarding any policies and procedures that may affect your trip, including:
10. ENSURE GOOD CUSTOMER SERVICE WITH CODE SHARE PARTNERS
We stand behind the service of our code share partners. We will strive to ensure that you receive excellent customer service whenever you travel with an Air Europa ticket, including on flights operated by our code share partners.
We will publish a direct link from Air Europa.com to the websites of our partner airlines to provide current information on their policies and procedures.
11. ENSURE A TIMELY RESPONSE TO CUSTOMER COMPLAINTS
We will acknowledge receipt of customer complaints filed in writing within 30 days of receipt and send a substantive response within 60 days of receipt of the complaint.
For information on how to file a complaint, visit Contact (contact phone URL).
12. IDENTIFY THE SERVICES THAT AIR EUROPE PUTS IN PLACE TO MITIGATE THE INCONVENIENCES TO PASSENGERS CAUSED BY CANCELLATIONS AND MISSED CONNECTIONS
In order to mitigate inconveniences due to cancellations and missed connections:
Customers who want information on the use of insecticides on a passenger plane should consult this page (US Department of Transport website).
1. Service fees
|Tickets issued by Air Europa ticket offices||Domestic flights (Spain) €/$25||Cost of the seat. If not handled in advance, the purchase of additional space may have a higher fee than with the original ticket. Please contact our Call Centre.|
|Flights to Europe/Africa €/$25|
|Long-distance intercontinental flight €/$30|
|Customers who require an additional seat||Two tickets with the same fare if handled at the time of the purchase of the original ticket|
|Tickets issued by the Air Europa customer call centre||€/$6 outgoing|
|€/$12 outgoing and return|
|Tickets issued or reissued by the Air Europa customer call centre in the USA and by ticket offices in the USA.||$20 first issue||$40 reissue||Locations in the USA|
|ONLINE BOOKING||NO FEE IS APPLIED FOR ONLINE BOOKINGS ON THE US WEBSITE|
|Risk-free cancellation||Cancellation of the booking within the first 24 hours. You can now obtain a full refund for tickets purchased on the Air Europa website or at Air Europa's offices for trips with origin in the United States. Please contact our Call Centre for the USA|
|Flight change||$100-$185 according to fare rules|
2. Unaccompanied minors
|ECONOMY CLASS (MINOR)||ECONOMY CLASS||BUSINESS CLASS|
|MINORS||Prices vary between €/$20–60 depending on the type of flight.||Prices vary between €/$20–60 depending on the type of flight.||Prices vary between €/$20–60 depending on the type of flight.|
3. Seat preferences
|SEATS||ECONOMY CLASS (MINOR)||ECONOMY CLASS||BUSINESS CLASS|
|Flights within Spain and the Balearic Islands are €/$10 per trip.||n/a||Seats with additional leg space can be booked for an additional cost via our website and our call centre.|
|Flights between Spain and the Canary Islands, Europe and Africa are €/$20 per trip.||n/a|
|Long-distance flights are €/$50 per trip.||n/a|
4. Meals and drinks
|FLIGHTS||ECONOMY CLASS||BUSINESS CLASS|
|Long-distance international flights||Free||Free|
|Flights within Spain and Europe||Snacks and drinks available for purchase on board. See our Gusto + price list||Free|
5. On board entertainment
|ITEMS||ECONOMY CLASS||BUSINESS CLASS|
6. Sports baggage
|BAGGAGE 3||INCLUDED IN THE BAGGAGE ALLOWANCE||FARE|
|OVERSIZED CABIN BAGGAGE (CBBG)||NO||Cost of the seat|
|OVERSIZED BAGGAGE IN THE HOLD (BULK)||NO||€/$150|
|SPORTING FIREARMS (WEAP) 4||NO||€/$75|
|SCUBA DIVING EQUIPMENT (DIVE)||NO||€/$75|
|FISHING EQUIPMENT||YES||As one piece of standard baggage|
|GOLF EQUIPMENT (GOLF) 5||YES||As one piece of standard baggage|
|SKIING EQUIPMENT (MOUNTAIN SKIING, SNOWBOARDING, WATER SKIING)||YES||As one piece of standard baggage|
|SURF EQUIPMENT (SURF BOARD, WINDSURF, KITE SURF)||NO||€/$150|
|HANG GLIDING OR PARAGLIDING||NO||€/$150|
|MUSICAL INSTRUMENTS < 115 cm||YES||As one piece of standard baggage|
|MUSICAL INSTRUMENTS > 115 cm||NO||€/$150|
Note 3: The limitation of 32 kg/piece of standard luggage will not be applied.
Note 4: Law enforcement agents travelling for professional reasons will not have to pay for the transport of their service weapons.
Note 5: The following passengers have the right to include a golf bag of up to 23 kg (50 lb) free of charge, regardless of the amount of checked baggage:
Apart from the relevant services for each passenger, the corresponding charges apply.
Live animals are not included in baggage allowance. The following charges will be applied for each live animal checked:
|TRAVELLING WITH PETS||ANIMALS TRAVELLING IN THE PASSENGER CABIN||ANIMALS TRAVELLING IN THE AIRCRAFT HOLD|
|FLIGHTS WITHIN SPAIN AND BETWEEN SPAIN AND BALEARIC ISLANDS||€/$25||€/$40|
|FLIGHTS FROM SPAIN TO EUROPEAN DESTINATIONS AND THE CANARY ISLANDS||€/$50||€/$80|
|LONG-DISTANCE INTER-CONTINENTAL FLIGHTS||€/$100||€/$160|
* Air Europa asks that you check in earlier than your flight's usual check-in time if you are travelling with pets in the hold to allow time for the necessary paperwork and documentation.
* To travel with pets, you must make the corresponding booking before travelling. Please contact our Call Centre: 1 8002 387 672
|ANIMALS||ECONOMY CLASS||BUSINESS CLASS||NOTES|
|SERVICE ANIMALS||Free||Free||Not permitted on flights to/from the United Kingdom.|
In accordance with U.S. Department of Transportation regulations, Air Europa has established the following contingency plan to mitigate hardships for passengers during lengthy tarmac delays at U.S. airports. A tarmac delay is defined as the period of time when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.
For international flights arriving at a U.S. airport, Air Europa will not permit a tarmac delay to exceed four hours without providing passengers an opportunity to deplane. For international flights departing from a U.S. airport, Air Europa will not permit a tarmac delay to exceed four hours before the aircraft begins to return to a gate or other suitable disembarkation point to provide passengers an opportunity to deplane. In all cases the following exceptions apply:
A. the pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or,
B. air traffic control advises the pilot-in-command that proceeding to or returning to a gate or other suitable disembarkation point to deplane passengers would significantly disrupt airport operations.
Whenever a flight experiences a tarmac delay at a U.S. airport:
Air Europa has sufficient resources to implement this tarmac delay contingency plan. Air Europa has coordinated this plan with airport authorities, U.S. Customs and Border Protection (CBP), and the Transportation Security Administration (TSA) for all U.S. airports we serve including our designated diversion airports.
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.