Passengers rights

Flight cancellation

If your flight is cancelled, you can choose between :

• Obtaining reimbursement of the ticket for the part or parts of the journey not made and for the part or parts of the journey already made and no longer required in relation to your original travel plan, as well as, where applicable, a return flight to your original point of departure as soon as possible;
• Obtain re-routing to your final destination, under comparable transport conditions and as quickly as possible or at a later date, at your convenience, subject to seat availability.

The ticket may be reimbursed in full and free of charge by bank transfer (up to the amount paid by the passenger in the case of passengers benefiting from territorial continuity) or, with the passenger's agreement, in the form of a credit note (valid for 1 year from the date of issue, to be used on flights operated by UU and UU/ZD code share flights).

Our company will also take care of :

• refreshments and sufficient opportunities to eat, taking into account the waiting time;
• accommodation (including transport to and from the airport) if a waiting period is necessary;
• two telephone calls or two telexes, faxes or e-mails.

If you have not been able to benefit from this assistance, keep the receipts for these expenses to claim reimbursement from the company, provided that these sums were necessary, appropriate and reasonable.

Finally, you are entitled to compensation unless :

you were informed of the flight cancellation : at least two weeks before the scheduled departure time, or from two weeks to seven days before the scheduled departure time if you have been offered re-routing enabling you to leave no earlier than two hours before the scheduled departure time and to reach your final destination less than four hours after the scheduled arrival time, or less than seven days before the scheduled departure time if you have been offered re-routing allowing you to leave no earlier than one hour before the scheduled departure time and to reach your final destination less than two hours after the scheduled arrival time. the cancellation is caused by extraordinary circumstances that could not have been avoided by the company even if all reasonable measures had been taken.

This compensation amounts to :

a) 250 euros for all flights of 1500 kilometres or less;

b) 400 euros for all intra-Community flights over 1500 kilometres and for all other flights between 1500 and 3500 kilometres;

c) 600 euros for all flights not covered by points a) or b).

Your flight is delayed

If your flight is delayed by more than two hours from the scheduled departure time, our company will provide you with :

• refreshments and sufficient opportunities to eat,taking into account the waiting time;
• accommodation (including transport to and from the airport) if a waiting period is necessary;
• two telephone calls or two telexes, faxes or e-mails.

If you have not been able to benefit from this assistance, keep the receipts for these expenses in order to claim reimbursement from the company, provided that these sums were necessary, appropriate and reasonable. Such reimbursement may be limited or refused if it is likely to cause a further delay.

When the delay is at least five hours, you may obtain reimbursement of the ticket for the part or parts of the journey not made or for the part or parts of the journey already made and no longer required in relation to your original travel plan, as well as, where appropriate, a return flight to your original point of departure as soon as possible. We refer you to the assistance procedures described for flight cancellations.

For delays of more than three hours at your final destination, you are also entitled to compensation, unless the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. We refer you to the compensation terms and conditions described for flight cancellations.

Denied boarding

When the airline has to refuse boarding to passengers on a given flight, it first calls on volunteers to find passengers willing to give up their reservation in return for certain benefits defined by the airline. These volunteers benefit from assistance as described below:

• reimbursement of the ticket for the part(s) of the journey not made and for the part(s) of the journey already made and no longer required in relation to their initial travel plan, as well as, where applicable, a return flight to their initial point of departure as soon as possible;
• re-routing to the final destination, under comparable transport conditions and as quickly as possible or at a later date, at the passenger's convenience and subject to seat availability.

If you are denied boarding, our company will provide you with :

• refreshments and sufficient opportunities to eat, taking into account the waiting time;
• accommodation (including transport to and from the airport) if a waiting period is necessary;
• two telephone calls or two telexes, faxes or e-mails.

If you have not been able to benefit from this assistance, keep the receipts for these expenses to claim reimbursement from the company, provided that these sums were necessary, appropriate and reasonable.

If there are not enough volunteers to allow other passengers with a reservation to board, the airline may refuse to allow passengers to board against their will. In this case, you also have the right to compensation. We refer you to the compensation procedures described for flight cancellations.

These measures and the compensation are not due if your refusal to board is justified by health, safety or security reasons, or inadequate travel documents.

HAVE YOU BEEN DECLASSED?

It may happen that the airline places a passenger in a lower class than that for which the ticket was purchased. In this case, you can request a refund of :

a) 30% of the ticket price for all flights of 1500 kilometres or less,

or b) 50% of the price of the ticket for all intra-Community flights of more than 1500 kilometres, with the exception of flights between the European territory of the Member States and the French overseas departments, as well as for all other flights between 1500 kilometres and 3500 kilometres,

or c) 75% of the ticket price for all flights not covered by points a) or b), including flights between the European territory of the Member States and the French overseas departments.