Rights and Services for Air Passengers

Flight delays and cancellations can throw a wrench in your travel plans, but being informed about your rights can make these situations much more manageable. When flying through European airspace, it’s crucial to be aware of the key regulations that protect you.

EU Regulation 261/2004 is your go-to guide when it comes to handling flight disruptions like delays, cancellations, and overbookings. This regulation clearly details what passengers are entitled to and how compensation is determined. Depending on how far you’re flying, you could receive compensation ranging from €250 to €600. However, keep in mind that airlines might be exempt from paying if “extraordinary circumstances” are to blame for the delay or cancellation.

Understanding EU Passenger Rights

When travellers depart from an EU airport or fly with an EU airline, EU passenger rights apply. A delayed flight can significantly disrupt one’s plans. Should a traveller arrive at their destination three hours or more behind schedule, they are entitled to compensation. This right applies equally to all passengers, regardless of the airline.

Flight delays are common and are clearly regulated by EU directives. Compensation is determined by the flight’s distance. Crucially, airlines must proactively inform passengers of their rights.

With EU passenger rights, travellers are well protected and need not worry in the event of flight issues.

General Rights and Services during the Flight

Passengers not only have official EU rights but also some basic rights that are often overlooked. These concern everyday needs which might seem mundane but hold significant importance.

The Right to Comfort and Care

During a flight, there are minor but crucial aspects that can make a world of difference – whether it’s taking a trip to the loo or having the space to stretch one’s legs. It might seem unnecessary to mention, but it’s surprising how often passengers feel unsure about addressing these needs.

Bathroom Breaks: Whether on a short-haul or long-haul flight, everyone has the right to regular access to the toilets. The crew understands this necessity and is always supportive.

Freedom to Move: On long-haul flights, passengers should take the opportunity to stretch regularly and take short walks around the cabin. This not only promotes well-being but also reduces the risk of health issues like deep vein thrombosis.

A relaxed passenger is a happy passenger, and flight attendants ensure this with a smile and the necessary patience.

The Right to Meals and Beverages

Standard In-Flight Catering

For many airlines, meals and beverages on longer routes are included in the ticket price. In contrast, budget airlines and short-haul flights often require passengers to purchase food and drinks separately.

It’s comforting to know that passengers, especially on long-haul flights, are entitled to meals and beverages that meet their needs. This includes special dietary requirements such as vegetarian, vegan, or gluten-free options, which should be specified when booking. Airlines generally strive to accommodate these requirements to ensure a pleasant travel experience.

Snacks

Many passengers might not know this, but some airlines provide mid-flight snacks that you can request (often free of charge). These snacks could include items like instant noodles, water, coffee, and tea, which are usually available from the cabin crew throughout your flight. Keep in mind, the availability of these snacks can vary depending on the airline, the length of the flight, and your class of service.

In-Flight Refreshments for Delays

During significant flight delays, passengers are entitled to complimentary refreshments, regardless of the airline:

• After 2 hours’ delay for flights up to 1,500 km
• After 3 hours’ delay for flights up to 3,500 km
• After 4 hours’ delay for flights over 3,500 km

The airline must provide “meals and refreshments in line with the waiting time.” This can be done through vouchers or expense reimbursements.

Dehydration

In medical emergencies, including severe dehydration, the flight crew is obliged to offer assistance. Passengers experiencing acute health issues should promptly inform the onboard staff. Airlines should ensure passengers are adequately hydrated to prevent dehydration.

The Right to Information

The EU Passenger Rights Regulation 261/2004 acts as a safeguard for travellers during flight disruptions. For instance, if a flight is cancelled, this regulation obligates the airline to promptly and fully inform affected passengers – this also applies to delays and denied boarding.

According to EU passenger rights, airlines must provide the following information before the flight:

Identity of the operating airline: Passengers have the right to know which airline is operating the flight, especially in code-sharing arrangements.

Flight details: Information about aircraft changes during the journey, stopovers, and transfers between airports must be communicated.

Price transparency: All taxes, fees, and surcharges must be clearly outlined during booking.

Passenger rights: At check-in, a clearly visible notice about EU passenger rights must be available in paper or electronic form. This applies at airport counters, check-in kiosks, and online check-ins.

Information during disruptions: In case of delays, cancellations, or denied boarding, the airline must provide passengers with a leaflet detailing compensation and assistance rules.

Special needs: Passengers with special needs have the right to specific information about accessibility and support options.

Alternative flights: Upon request or booking within the EU, airlines must provide neutral and precise information about various flight options, including direct flights, flights with stopovers, and connecting flights.

Special Needs

Airlines are encouraged to pay particular attention to passengers with special needs, ensuring a safe and comfortable journey for all.

Pregnant Passengers receive special considerations to accommodate their condition and needs during the flight. Airlines should be prepared to offer them preferred seating with extra legroom or seats closer to the toilets to enhance their comfort. It is also crucial that the staff are informed about the specific needs of pregnant women and can provide prompt and appropriate assistance if needed.

When Travelling with Babies, many airlines offer specific amenities to make the journey as pleasant as possible for parents and their little ones. This includes providing baby cots on long-haul flights, allowing babies to sleep comfortably during the journey, and the ability to warm baby food and bottles. These services should be requested in advance to ensure the airline can make the necessary arrangements.

Passengers with Reduced Mobility are entitled to special assistance, which can range from help with boarding and deboarding the aircraft to the provision of wheelchairs or other aids. This support is usually free of charge and aims to ensure that passengers with reduced mobility can enjoy a smooth and barrier-free travel experience. It is advisable for passengers to discuss their needs with the airline in advance to guarantee appropriate assistance.

Medical Care

Regarding medical care onboard, airlines are required to be prepared for medical emergencies. The crew is trained in first aid and can perform life-saving measures if necessary. Many aircraft are also equipped with emergency medical kits to provide basic care in case of a medical emergency.

In extreme cases, an emergency landing may be considered, particularly for:

• Heart problems
• Breathing difficulties
• Unconsciousness
• Severe injuries

It is essential that passengers with existing medical conditions or concerns discuss these with the airline before travelling to ensure all necessary precautions are taken.

A Journey Above the Clouds with Clarity and Comfort

Understanding one’s rights and freedoms on board is key to a worry-free journey. The EU Regulation 261/2004 provides a solid framework for passenger protection, while additional services and considerations for individual needs enhance the travel experience. By familiarising oneself with these rights and proactively communicating needs, passengers can take control of their travel experience and approach every flight with confidence.