Passenger rights

Passenger rights in the European Union are regulated by European Regulation (EC) 261/2004. Here you can find a summary of your rights as a passenger in accordance with the incident you experienced on your trip.

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:

  • Right to information, whereby the airline will provide a form with the conditions of assistance and compensation.
  • Right to assistance. The airline must provide the necessary assistance: sufficient food and drink, two telephone calls or access to email and, if necessary, one or more nights of accommodation, as well as transport between the airport and the place of accommodation.
  • Right to a refund or alternative transport, where the passenger can choose one of the following three options which the company must offer:
    • Reimbursement of the price paid for the affected ticket within the next 7 days for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger´s original travel plan. When relevant, a return flight to the first point of departure, at the earliest opportunity.
    • Transport to the final destination as quickly as possible and in comparable conditions, or
    • Transport to the final destination at a later date that suits the passenger, depending on the seats available
  • The right to be compensated, immediately between €250 and €600, depending on the distance of the flight. These amounts may be reduced by 50% if the airline offers alternative transport and covers the delay in arrival at destination.
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:

  • Rights to information, assistance and refund or alternative transport under the same terms as the denied boarding.
  • Right to be compensated in terms similar to denied boarding, unless:
    • You have been informed of the cancellation with 14 days or more prior notice of the scheduled flight, or
    • You have been informed of the cancellation between 7 and 14 days in advance with regard to the scheduled departure time and are offered an alternative transport arrangement that allows you to leave no more than two hours in advance of the scheduled departure time and reach your final destination fewer than four hours behind the expected arrival time, or
    • You have been informed of the cancellation fewer than seven hours in advance with regard to the scheduled departure time and are offered another flight that allows you to leave no more than one or two hours in advance of the scheduled departure time and reach your final destination fewer than two hours behind the expected arrival time, or
    • If the airline can prove that the cancellation was caused by extraordinary circumstances, such as political instability, weather conditions incompatible with the execution of the flight, safety risks, unexpected flight safety deficiencies, strikes affecting the operations of an airline tasked with executing the flight and repercussions of an air traffic management decision in relation to a specific aircraft on a specific date. 

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:

  • Right to information in the same terms as the two previous cases.
  • Right to assistance, which is subject to the following time limits depending on the distance of the flight.
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

 

  • Right to a refund within seven days, when the delay is five hours or more and the passenger decides not to travel, of the full cost of the ticket at the price at which it was purchased, corresponding to the part of the trip not made and the part of the trip made if the flight no longer makes sense. Additionally, and when appropriate, a flight back to the first starting point as quickly as possible. 

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. 

AIR EUROPA

www.aireuropa.com

 

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

www.seguridadaerea.es

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: http://ec.europa.eu/transport/sites/transport/files/themes/passengers/air/doc/2004_261_national_enforcement_bodies.pdf

 

 

INFORMATION ON ONLINE CHECK-IN

Online check-in

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.

 

 

Online check-in

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DANGEROUS AND PROHIBITED OBJECTS

Prohibited objects

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". 

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VALUE DECLARATION

Valuables in baggage

If you are carrying valuable items in your baggage, you can register this circumstance by making a special value declaration.

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