Conditions for the USA

All tickets and services purchased in the United States are subject to specific conditions.

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

  • We will provide complete and timely information on the status of delays, cancellations and known deviations by:
  • Reporting the flight status in real time through the free telephone number 844 415 39 55 (if you are calling from the USA) or 911 401 501 (if you are calling from Spain) and on Air Europa.com in the Flight Status feature.
  • Providing, through our agents at the boarding gates and our crew, timely and consistent updates on the status and causes of delayed, cancelled or diverted flights.
  • Installing flight technology that improves our ability to track delays and diversions and helps us to transmit more complete information.
  • Contacting customers about cancellations when an event is known at least three hours before departure in order to prevent a fruitless trip to the airport, provided that customers have supplied their contact information in the booking.

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, 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

  • We will refund eligible domestic and international tickets within 7 business days for credit card purchases and 20 business days for purchases made in cash or with a check. For assistance related to refunds:
  • Refund requests can be submitted to any Air Europa ticket issuing location or to your travel agent.
  • Electronic ticket refunds can be requested by calling our Call Centre toll-free at 1 844 415 39 55 (if you are calling from the USA) or 911 401 501 (if you are calling from Spain).

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:

  • Transport to, from and between gates in wheelchairs or, in several locations, in electric carts.
  • Boarding assistance.
  • Assistance for visual, hearing, cognitive or mobility difficulties while at the airport or on the plane.
  • Consideration of your needs during prolonged delays on the tarmac.
  • Accommodation for certain medical requirements, such as the use of an approved portable oxygen concentrator, or dietary needs with due notification to our Call Centre through the toll-free number 1 844 415 39 55 (if you are calling from the USA) or 911 401 501 (if you are calling from Spain). You can find more information at Special Assistance.

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 croaireuropa@air-europa.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:

  • Taking good care of your child during the flight and only handing over the child to the person you have designated.
  • Providing unaccompanied passenger service for children between 5 and 11 years old. We are also pleased to offer this service to children between 12 and 17 years of age who are travelling alone. (The unaccompanied child service entails a fee).

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:

  • Notify you of check-in times using our toll-free booking line on 844 415 39 55 (if calling from the USA) or 911 401 501 (if calling from Spain).
  • Notify, upon your request, if your flight is overbooked through our booking, sales or customer service agents at the airport.
  • Offer a voucher if you voluntarily give up your seat. These vouchers can be used for another Air Europa flight with the destination you choose.
  • Give you a notification explaining our obligations and the compensation you will receive if you are denied boarding against your will.
  • Book you a seat on Air Europa's first available flight to your checked destination if you are denied boarding against your will. (If no other Air Europa flight is available, we will endeavour to provide you with a comparable location on another airline with whom we have a check-in agreement).
  • Provide you with drinks, food and accommodation in a hotel in facilities with an agreement with Air Europa if you are away from home, have been refused boarding against your will and were unable to be placed on an alternative flight the same day of your trip.

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:

  • Providing detailed information on frequent travellers.
  • We will disclose all the important rules, restrictions and redemption information on Air Europa.com, in our Guide for members and programme rules and in the information packages provided to new Air Europa SUMA members.
  • We will provide the aircraft configuration, seat width and tone range through our booking agents and at the airport.
  • Providing information on our Conditions of carriage available at Air Europa.com.
  • Email: relacionesconclientes@air-europa.com
  • Changing the plane on a flight with a unique flight number.
  • We will inform you of this change before you confirm your booking by phone or online and in writing on the ticket receipt.
  • Providing cancellation policies.

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:

  • We will attempt to contact you using the contact information you have provided in your reservation or have stored in your Air Europa SUMA profile to inform you about cancellations when the event is known at least two hours before departure and thus help you avoid a fruitless tip to the airport.
  • We will provide you with food, drink and accommodation in facilities with an agreement with Air Europa, depending on availability, if you need to stay overnight away from your home or destination due to a delay, lost connection or cancellation under the control of Air Europa.
  • N.B.: Our Call Centre is available:
  • By calling the toll-free number 844 415 39 55, if calling from the USA.
  • By calling 911 401 501 (if calling from Spain).

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

  FEE NOTES
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
Headphones €3  Free

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
BICYCLES (BIKE) NO €/$75
SCUBA DIVING EQUIPMENT (DIVE) NO €/$75
FISHING EQUIPMENT YES As one piece of standard baggage
POLE VAULT NO €/$75
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:

  • Passengers on flights to/from Spain/France and vice versa.
  • Members of the Professional Golf Association of Spain (APG).
  • Members of the Balearic Golf Federation.

Apart from the relevant services for each passenger, the corresponding charges apply.

7. Pets

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

 

Service animals

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 will provide passengers with adequate food and drinking water no later than two hours after the main aircraft door is closed (in the case of a departure) or the aircraft touches down (in the case of an arrival), unless the pilot-in-command determines that safety or security considerations preclude such service.
  • Air Europa will assure that there are operable lavatory facilities available while the aircraft remains on the tarmac.
  • Air Europa will assure that cabin air temperature remains comfortable while the aircraft remains on the ground.
  • Air Europa will assure that adequate medical attention, if needed, is available while the aircraft remains on the ground.
  • Air Europa will assure that passengers  receive notification regarding the status of a tarmac delay if it exceeds 30 minutes, including the reasons for the delay if known. As additional information becomes available, Air Europa will share it with passengers as quickly as possible.
  • Air Europa will assure that passengers receive notification of the opportunity to deplane when the aircraft reaches a gate or other suitable disembarkation point if the opportunity to deplane actually exists.

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.

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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