Passenger rights in relation to airlines

Rights

Rights in the event of a long delay

You have the right to:
  • Receive assistance, food and drink.
  • Access communication.
  • Accommodation (if necessary).
  • Transport to and from the accommodation.
In the case of a long delay, assistance will be available after:
  • 2 h or more on flights of 1,500 km or more.
  • 3 h or more on flights of 1,500 km in the EU or between 1,500 and 3,500 km outside the EU.
  • 4 h or more on flights of 3,500 km outside the EU.

Rights due to cancellation or denied boarding

You should be offered one of these options:
  • Alternative transport to your final destination by similar means.
  • A replacement flight at your convenience at no additional cost.
  • Refund of the price of the ticket.
In addition:
  • Where applicable, a free journey as close as possible to the start of your journey (this condition also applies to departures with a delay of 5 h).
  • The airline’s obligations towards you end once you accept a refund.

Rights related to baggage problems

You can claim for:
  • Loss.
  • Delay.
  • Damage to your baggage (including mobility equipment).
Deadlines for the submission of claims to your airline:
  • 7 days from receiving the baggage, if it is damaged.
  • 21 days from receiving it, if it was delayed.

Rights of people with disabilities or reduced mobility

You have the right to:
  • Receive assistance at no additional cost.
  • At all EU airports.
  • Assistance for boarding and debarkation and during the flight.
Take into account that:
  • You may be denied boarding if it is physically impossible due to the size of the aeroplane or its doors, or if doing so would breach any of the established security requirements, in which case you have the right to a refund or to alternative transport.
  • The carrier may require the presence of a companion to provide assistance. If this is applicable, the Commission recommends that the seat be free of charge or offered at a considerably reduced rate.

Accident liability

You have the right to:
  • Indemnification in the case of passenger injury or death.
  • An advance of the indemnification within a period of two weeks from the identification of the victim.
  • Assistance for the victim of the accident and their family.
Take into account that:
  • The carrier is liable in the event of death or injury due to an accident on board the aeroplane, or during boarding or debarkation, except in cases of passenger negligence or omission.
  • Information about the framework and characteristics of the assistance, applicable legislation, FAQs, etc. is available on the Office for Assistance for Victims and Families of Civil Aviation Accidents (OAV) website of the Ministry of Transport, Mobility and Urban Agenda.