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Air transport

Contracts

  • While air fares and air rates are freely set according to commercial judgments, airlines shall at all times indicate the total and final prices (applicable air fare, taxes, charges, surcharges and unavoidable fees, etc.)
  • Inquire about the applicable conditions to your ticket fare: changes and/or cancellations availability.
  • Look at additional services that are likely to increase the final price (insurances, seat choice option, etc.). Under no circumstances should optional price supplements be communicated as a pre-ticked box, since opt-ins need to be a deliberate choice.
  • Regarding to Checked baggage policy, check whether luggage is included in your ticket fare, its weight restrictions, or the separate charges where applicable.
  • In case you prefer to check valuable items in (jewellery…), inquire about the possibility of making a special declaration of interest at the time when the checked baggage is handed, conditions, etc.
  • Look through ticket’s details: a simple mistake could lead you to miss the flight.
  • On no account should you be charged a fee for ticket issue.
  • Inquire about travel and ID documentation requirements.
  • Look at the list of restricted / prohibited items in luggage.
  • Allow plenty of time to get to your departure airport early, you will avoid unpleasant surprises.
  • If you still do not have your boarding pass, go to the check-in desks to get it as soon as possible.

Delays

  • Ask the airline, trader or involved agency for information.
  • Get in touch with other air carrier in case you have booked a connecting flight too.
  • In the case of departure delays over two hours, you should be provided with enough refreshments and food, as well with communication facilities.
  • Whenever the rebooked flight departs from the day after, the assistance free of charge due to passengers concerned shall include accommodation (and transfers where applicable) too.
  • If you arrived at your final destination with a delay of more than 3 hours, you are entitled to monetary compensation (250€-600€) if the airline cannot prove that the delay was due to extraordinary circumstances.
  • The monetary compensation may be reduced by 50% provided that you have been offered a re-routing and you reach your final destination on a similar schedule.
  • In the event of a long delay (5 hours or more), you may withdraw from the flight and thus be reimbursed.
  • In case the airline does not comply with your passenger’s rights, ask them for the official complaint form and fill it in. You can submit the form at the airline ticket office in the airport, but it is also advisable to report the claim at the airline’s customer service. If you do not receive a positive answer within 30 days, you can either get help or advice from your local consumer service office provided you live in Catalonia (for more information please visit Queries and Complaint), or seek advice at the European Consumer Centre of your country.

Cancellation

  • If the airline cancels your flight, you can choose between the ticket reimbursement and the re-routing or return.
  • In these circumstances, you should be offered both, refreshments and food, as well communication facilities where applicable.
  • Whenever the rebooked flight departs from the day after, the assistance free of charge due to passengers concerned shall include accommodation (and transfers where applicable) too.
  • Likewise, you are entitled to compensation (amount between 250€ and 600€), according to the flight distance, unless:
    • The carrier can prove that the cancellation is caused by extraordinary circumstances (e.g., adverse weather conditions)
    • You are informed about the cancellation more than 14 days in advance,
    • If the airline has offered you re-routing and you reach your final destination on a similar schedule.
  • In case the airline does not comply with your passenger’s rights, ask them for the official complaint form and fill it in. You can submit the form at the airline ticket office in the airport, but it is also advisable to report the claim at the airline’s customer service. If you do not receive a positive answer within 30 days, you can either get help or advice from your local consumer service office provided you live in Catalonia (for more information please visit Queries and Complaint), or seek advice at the European Consumer Centre of your country.

Luggage incidents

  • In case of loss, damage or delay of your checked-in luggage, you should go to the airline desk and get a receipt of the report (Property Irregularity Report) before leaving the airport, in order to outline briefly the problem, have your hold baggage identified and allow its tracking. Keep your P.I.R. safe.
  • It is also strongly recommended to fill in the official complaint form or send a claim to the proper customer service (web form, postal mail…)
  • With regard to the airline’s liability, there is a limitation of compensation for damage to checked-in baggage to 1,131 SDRs / passenger. See the SDRs per Currency unit and Currency units per SDR in the International Monetary Fund website.
  • If your hand luggage is damaged the airline is liable if it was responsible for the damage.
  • Please be aware that the loss of some items of your baggage is difficult to prove and you likely will not get monetary compensation, unless you have previously made a special declaration of interest at the time when the checked baggage is handed, or your private insurance covers the loss.

Denied boarding (overbooking)

  • If you still do not have your boarding pass, go to the check-in desks to get it as soon as possible. Ever since you will have seat on the aircraft.
  • Whenever your flight is overbooked, first at all airline shall seek passengers voluntarily giving up their seats and, otherwise, air carrier is entitled to deny boarding.
  • Once you are denied boarding due to overbooking, you are entitled to:
    • Choose between reimbursement, re-routing or rebooking at a later stage,
    • Be provided with assistance free of charge while you wait. That means refreshments, food, accommodation and transfer (where applicable), communication facilities.
    • Compensation (amount between 250€ and 600€), according to the flight distance. Remember: these amounts may be reduced by 50% provided that you have been offered a re-routing and you reach your final destination on a similar schedule.

 

Frequently Asked Questions

Restrictions about tickets issued as an economy fare.

Airlines often issue economy fares tickets regarding some flights, usually subjected to restrictions like minimum stay at destination, non-refundable fare or ticket, unavailable time conditions or changes, etc. That is way is so important that passengers buying this kind of tickets be clearly informed and aware about the limits.

 

Why is the operating carrier sometimes different to the carrier who issued the ticket?

This is a common circumstance since some air carriers sign a commercial agreement and have a relationship with each other, in order to share their aircraft fleet. We can also find a situation of franchise, temporary unavailability of aircrafts or code-sharing service; the latter means that an airline is in fact advertising and selling the other company services as own services, though the operation code belongs to the first air carrier. Anyway, the airline or the travel agency shall inform the users about those flights details, as well who is the air carrier performing each section of the route.

 

Can the airline deny liability in case of flight departure delay?

The airline can only deny liability in case the flight delay is caused by justified reasons, such as adverse weather conditions, safety issues, attributable to third parties, etc. In this case, the airline has to prove the existence of the circumstances that have forced to delay the flight.

Data d'actualització:  23.07.2018