The 10 rights that most air passengers are unaware of

According to industry studies, Spanish travelers miss 500 million requests per year due to flight incidents. In addition, around 22 million pieces of luggage are lost at airports around the world every year. Liligo.com has detailed a ten-step guide to the rights that many passengers are unaware of.

 

Regulation (EC) 261/2014 on Passenger Rights of the European Parliament establishes a series of measures that all airlines must comply with in the event of incidents in their operations. Many travelers are unaware of this regulation and do not claim their rights when suffering delays or cancellations.

According to industry studies, Spaniards fail to claim 500 million a year due to lack of knowledge or lack of information about their rights.  This figure refers to both delayed flights or lost luggage. According to the number of complaints, Madrid-Barajas is among the 10 airports with the highest number of delays and cancellations. This figure becomes even more important at the national level, where during 2014 112,800 flights were delayed, 18% more than in 2013. 

Passenger rights:

1. Right to information if the delay is at least 2 hours
When a flight is delayed for at least 2 hours, the airline is obliged to inform the passenger of their rights regarding compensation and assistance. In particular, they must provide an information leaflet to all affected passengers. In the event that they fail to deliver it, travelers may request it.

2. Right to reimbursement for delays of more than 5 hours
If a flight is delayed for more than 5 hours and the passenger decides not to travel (e.g. in the case of a meeting not arriving on time), he/she has the right to obtain a full refund of the ticket. In the event that this delay is on the return flight, the refund will be for the unused portion of the flight. Once requested, this refund must be made within a maximum period of 7 days through a cash payment, by bank transfer, check or through agreements with the passenger as discounts for subsequent flights.

3. Right of care (meals, drinks and hotel)
Every passenger is entitled to care if his flight is delayed for 2 or more hours and the route in question is at least 1,500 km. Also for delays of 3 hours or more on flights over 1,500 km and all flights between 1,500 and 3,500 km, or 4 hours or more on flights included in the above sections.

The airline must provide sufficient food and refreshments free of charge depending on the time passengers have to wait. It must also provide a service of free telephone calls, fax messages or e-mails.

In the event that the departure date is postponed to the following day, the airlines must provide hotel accommodation free of charge and special attention for people with mobility problems.

4. Right to financial compensation
Although Directive 261/2004 does not provide for a right to compensation for delays, cancellations or overbooking, full reimbursement is possible for all distances when exceeding 5 hours of delay. The Court of Justice of the European Union has ruled in cases of delays in arrival at the final destination of 3 or more hours. In these cases, travelers can request compensation of between 250 and 600 euros depending on the distance of their flight and whether or not it is an intra-Community flight. These compensations also include delays of less than three hours in initial flights that generate missed connections, and consequently delays of more than 5 hours in the arrival time at the final destination.

5. Schedule changes if notified less than two weeks in advance
Every time we buy an airline ticket, the airline reserves the right to change schedules and even the departure or destination airport. In these cases, the regulations state that the change of time of a flight is equivalent to an involuntary cancellation or denial of boarding if it is reported less than 14 days before the departure of the outbound flight. In such cases, passengers may claim compensation of up to ?600.

6. Compensation for lost baggage
In the event of loss of baggage, the passenger is entitled to compensation. The limit of liability is 1,131 euros per passenger, unless a "special declaration of the value of the baggage delivery" is made. In the event that the bag is damaged or does not appear on the belt, travelers must go to the baggage claim counter and fill out a Baggage Regularity Report (PIR). If compensation for baggage damage is desired, a written request must be submitted to the airline within seven days of receipt of the damaged baggage. You should never forget to keep the checked baggage receipt.

7. Compensation for delayed baggage
If the final destination is reached and the suitcase does not appear until two or three days later, the passenger is entitled to reimbursement of expenses that this inconvenience may have caused, such as the purchase of clothing, toiletries or other items necessary to spend those days. In these cases, the user must keep the invoices for the purchase of such items and attach them when submitting a claim (PIR) at the baggage claim counter at the airport up to 21 days after the baggage has been delivered to the airline. Right of assistance to passengers with mobility problems
Persons with reduced mobility may be provided with a support person capable of facilitating their transfers and needs during their stay at the airport. These assistance services will not involve any cost or additional charges. They will be processed through the airlines, which will provide you with all the necessary information.

9. Pregnant women can fly up to 32 weeks of gestation without a medical certificate
The airlines recommend not to fly if you are more than 32 weeks pregnant. In any case, the State Agency for Air Safety recommends consulting with the airline, since it is possible that the pregnant passenger must sign a document exonerating the airline from any liability in case of any eventuality arising from her condition. At the same time, some companies require a medical certificate certifying that she is fit to travel if the passenger is more than 32 weeks pregnant.

10. Ticket issuance and check-in up to 45 minutes prior to departure
Generally, airlines allow check-in up to 45 minutes prior to flight departure. If you arrive less than 45 minutes before departure, the airline will only check in and issue the ticket if its counter is still open. It should be noted that each airline has its own rules so it is advisable to check their check-in policy before the flight.