The personal bag can be brought into the cabin for free if it does not exceed 40x30x15 centimeters or if it can be placed under the seat. It will also be possible to bring food and drinks appropriate for the duration of the trip, in compliance with safety rules. The trolley placed in the overhead bins may however be subject to payment. At the time of booking, however, the company will have to present the fare including ticket and trolley as the first option, being able to offer a lower price to those traveling without. If, due to full overhead bins or a change of aircraft, a piece of baggage is transferred to the hold at check-in, the passenger will not have to pay any supplement. Before purchasing, the number, weight and dimensions of luggage allowed and any costs for particular items must also be clearly indicated.
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The traveler may use a self-printed paper boarding pass, as long as it is legible. The company will not be able to deny boarding or impose a surcharge for this reason. It will not be mandatory to have the carrier app or an account. The digital card must be able to be received, for example, via email. If your phone is out of battery, after checking in online, you can request a printout for free at the airport. Even a mistake in the name will not lead to missed boarding. If the correction is requested at least 48 hours before departure, the typo must be corrected free of charge at least once.
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With a delay of more than three hours on arrival you may be entitled to compensation of 250 euros for routes up to 1,500 kilometres, 400 euros for flights within the EU beyond this distance and for those between the EU and third countries between 1,500 and 3,500 kilometres. For longer routes the amount is 600 euros, which can be reduced to 300 in the cases provided for by the regulation when the delay does not exceed four hours. Compensation can be excluded if the company demonstrates that the problem arises from exceptional circumstances and that there is a direct link with the disruption. After five hours of delay, the passenger can abandon the trip and obtain a full refund for the sections not taken, including any commissions. If the delay makes the trip useless, the amount already traveled and, if necessary, the return to the starting point can also be reimbursed. In case of cancellation, you can choose between refund and re-protection. If the notice arrives less than 14 days in advance, you may also be entitled to compensation, subject to the exceptions provided.
The refund must arrive within seven calendar days, including any brokerage fees. The re-routing does not necessarily have to take place on the next flight of the same company: another carrier, a different itinerary, an alternative airport or even train and bus may be offered, if they allow you to reach the destination sooner. If a solution is not offered within three hours, the passenger will be able to make his own arrangements and request reimbursement of necessary and reasonable expenses, up to 400% of the total ticket price and commissions. The voucher can replace money only if accepted by the passenger. It will be valid for a maximum of 12 months, extendable once for another 12 months; any remaining sum must be returned within seven days.
In the event of delays, cancellations or denied boarding, when the right to assistance is triggered, the company will have to guarantee free refreshments every two hours, a meal after three hours and subsequently every five, up to three meals a day, as well as Internet and two telephone calls. If you need to spend the night away from home, the carrier will have to cover the hotel and transfer costs. In the presence of unavoidable exceptional circumstances, the obligation may be limited to three nights. The limit does not apply to people with disabilities or reduced mobility, pregnant women, infants, unaccompanied minors, people needing medical assistance and companions. If the company does not provide the required services, the passenger will be able to advance necessary and proportionate expenses and request reimbursement.
A plane stopped on the runway or on the apron of an EU airport will not be able to keep passengers on board for more than two hours, except for security needs or emergencies related to immigration and air traffic. During their stay on land, adequate temperatures, toilets and free drinking water must be ensured. Free drinking water and charging points for electronic devices will also be available at Union airports, regardless of time, flight or terminal.
If multiple flights are included in the same contract and a problem on the first causes you to miss the connection, the carrier will have to offer assistance and re-routing. If he does not find a solution within five hours, he will also have to guarantee a refund. A delay of more than three hours at the final destination may give rise to compensation. For tickets purchased with separate contracts, the seller must clearly inform the passenger that the loss of the second leg may lead to the loss of some rights. If the outward and return journey belong to the same contract, failure to use the outward journey cannot lead to cancellation of the return journey or additional costs. In the event of overbooking, anyone who has a valid reservation and is left stranded may be entitled to 250, 400 or 600 euros, as well as a refund or alternative flight and assistance. The sums due must be paid within seven days.
Anyone traveling with a child under 14 or with a person requiring specific assistance must be able to occupy a nearby seat free of charge. Strollers and prams can be used free of charge up to the gate or aircraft door. People with disabilities or reduced mobility will have priority in assistance and re-protection. In the event of loss, damage or delayed return of mobility aids, the carrier must provide a replacement and compensate the damage in full. Protections are also provided for assistance dogs.
Musical instruments may be transported in the cabin when size and safety allow. For those that are too large it will be possible to purchase an additional seat. For damaged baggage, the complaint must be submitted within seven days of delivery; if it arrives late, within 21 days. The company will also have to inform passengers who may be entitled to compensation within 96 hours of the end of the trip. The request for compensation can be submitted within nine months. The carrier must confirm it immediately and, within 30 days, pay or explain the reason for the refusal. For other complaints the deadline will be 12 months: reception within seven working days and response normally within one month, however within two months in justified cases. Finally, companies and intermediaries will have to offer free contact channels. To obtain refunds, compensation, assistance or submit complaints, they will not be able to impose paid numbers, the installation of a specific app or the creation of an account.
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