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They offer a series of tips on the denial of boarding, cancellation and delays of flights due to summer holidays (25/07/2018)

The Service of Advice to the User of the Municipal Services of the Department of Economic Development offers a series of advice to the users about the denial of boarding, cancellation and delays of flights due to the summer holidays and the recent business conflict with Ryanair.

The flights protected by the European standard must leave airports of the Union plus Iceland, Norway and Switzerland.

It also applies to flights leaving other airports provided they are operated by community companies.

The reasons for which you can claim are denial of boarding, flight cancellation, long delay (two hours or more) and change of class.

Requirements are to have a confirmed reservation and present yourself for boarding at the indicated time (failing that 45 minutes beforehand).

Denied boarding: those affected may demand the following compensation:

a) 250 euros for flights of up to 1 500 kilometers;

b) 400 euros for all intra-Community flights of more than 1 500 kilometers and for all other flights between 1 500 and 3 500 kilometers;

c) 600 euros for all flights not included in both sections.

The distance will be determined based on the last destination to which the passenger arrived late in relation to the scheduled time due to denial of boarding or cancellation.

The carrier may reduce these compensations by 50% as long as it offers alternative transport and with the following differences in arrival times:

a) not exceeding two hours, for all flights of 1 500 kilometers or less, or

b) not exceeding three hours, for all intra-Community flights of more than

1 500 kilometers and for all other flights between 1 500 and 3 500 kilometers, or

c) that does not exceed four hours, for all flights not included in the two previous sections.

In addition, the aforementioned carrier will assist passengers according to the following requirements:

1. Passengers will be offered free of charge:

a) enough food and drinks, depending on the time it takes to wait;

b) Accommodation in a hotel in the cases:

- where it is necessary to spend one or more nights, or

- in which a stay additional to that provided by the passenger is necessary.

c) transportation between the airport and the place of accommodation (hotel or others).

2. In addition, two phone calls, telexes or fax messages, or emails will be offered to passengers free of charge.

3. In applying this article, the air carrier responsible for carrying out the flight shall pay special attention to the needs of persons with reduced mobility and their accompanying persons, as well as to the needs of unaccompanied minors.

Cancellation of flights: the airline will offer the following options:

a) the reimbursement in seven days of the full cost of the ticket in the price at which it was purchased, corresponding to the part or parts of the trip not made and the part or parts of the trip made, if the flight no longer has reason to be in relation with the passenger's initial travel plan, together with, when appropriate, a flight back to the first departure point as quickly as possible.

b) driving to the final destination under comparable transport conditions, as quickly as possible, or

c) driving to the final destination, under comparable transport conditions, at a later date that suits the passenger, depending on the available seats.

It will also provide enough food and drinks, depending on the time it takes to wait and offer passengers two free phone calls, telexes or fax messages, or emails.

In case of offering alternative transport with departure the following day (or later), the company will have:

b) Accommodation in a hotel.

c) transportation between the airport and the place of accommodation (hotel or others).

Likewise, you will be entitled to financial compensation, indicated in the denial of flights, unless:

- be informed of the cancellation at least two weeks in advance with respect to the scheduled departure time

- they are informed of the cancellation between two weeks and seven days in advance with respect to the scheduled departure time and are offered an alternative transport that allows them to leave with no more than two hours in advance regarding the time of departure. Expected departure and arriving at its final destination less than four hours late with respect to the expected arrival time, or

- they are informed of the cancellation less than seven days in advance with respect to the scheduled departure time and are offered to take another flight that allows them to leave with no more than one hour in advance with respect to the scheduled departure time and arrive at its final destination less than two hours late with respect to the expected arrival time.

Compensation will not proceed if the carrier can prove that the cancellation is due to extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken.

Flight delay.

Regarding the departure time, if the delays are the following:

a) two hours or more in the case of all flights of 1 500 kilometers or less, or

b) of three hours or more in the case of all intra-Community flights of more than 1 500 kilometers and of all other flights between 1 500 and 3 500 kilometers, or

c) of four hours or more in the case of all flights not included in both letters.

The airline will offer as assistance:

- enough food and drinks, depending on the time it takes to wait.

- free of charge, two telephone calls, telex or fax messages, or emails.

- If the departure is the next day (or later).

- hotel accommodation

- transportation between the airport and the place of accommodation.

- When the delay is 5 hours (minimum).

- the reimbursement in seven days of the full cost of the ticket in the price at which it was purchased, corresponding to the part or parts of the trip not made and to the part or parts of the trip made, if the flight no longer has reason to be in relation with the passenger's initial travel plan, together with, where appropriate:

- A flight back to the first starting point as quickly as possible.

Claims for long delay, denial or cancellation of boarding.

Claims, always as soon as possible, can be presented at the offices of the airlines themselves.

Also through public consumer organizations or consumer associations.

Claims on luggage

If incidents arise in the luggage due to delay, loss, deterioration or destruction, it must be claimed as soon as possible at the counter of the company or its ground handling company (agent handing), filling in the Baggage Irregularity Part (PIR).

Air carriers will not have to pay the compensation indicated when special circumstances such as natural catastrophes occur, however, others such as strikes should not be grounds for shirking their responsibility.

Source: Ayuntamiento de Totana

Notice
UNE-EN ISO 9001:2000 - ER-0131/2006 Región de Murcia
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