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Information for passengers with regard to the EU Regulation 261/2004
The regulations apply to:
passengers departing from an EU airport, or departing from an airport of a third party country with an EU airline/carrier arriving to an EU airport;
passengers with a confirmed booking for the flight;
passengers present at check-in by the time indicated (except in the case of a cancelled flight) or
if the time is not indicated, passengers present at check-in at the latest 45 minutes before the departure time;
passengers with a ticket with a fare available to the public.
In accordance with EU regulations, a delay is considered when a flight is delayed with respect to the envisaged departure time by at least 4 hours for flights of more than 3500 km, at least 3 hours for flights of between 1500 km and 3500 km and for flights of more than 1500 km within the EU, and by at least 2 hours for flights of up to 1500 km. If a long delay is expected, you have the right to assistance from the carrier.
This assistance includes meals and drinks in relation to the duration of the delay, a hotel arrangement, if required, and the possibility of two short telephone calls, faxes or emails. The carrier is not obliged to provide this assistance if the provision of this assistance would cause a further delay. In the case of delays of more than 5 hours, you have the right, within 7 days, to reimbursement of the ticket for the parts not used, or even the parts of the ticket used if the purpose of the trip has been compromised and, if required, to transport to the trip starting point.
If you are denied boarding because the number of passengers exceeds the number of seats available on the flight booked, you have the right to assistance from the carrier as with the case of a delayed flight. You also have the right to rescheduling, with the first alternative flight possible, to your destination, with conditions in accordance with the initial conditions.
If, on the other hand, you prefer to travel on a later date, on a flight selected by you, the expenses for the hotel, meals and drinks and transfer will be paid by you. If you are denied boarding, you are due reimbursement as outlined in the previous section, as well as immediate compensation in cash, in the form of a cheque, cash payment or, with your consent, a travel voucher. The amount of the compensation depends on the distance of the flight and the rescheduling offered, as follows:
250 Euro for distances up to 1500 km
400 Euro for distances between 1500 and 3500 km, and intra-European flights of more than 1500 km;
600 Euro for distances of more than 3500 km.
If the alternative flight envisages arrival with a delay of less than 2 hours for distances up to 1500 km, of less than 3 hours for distances between 1500 and 3500 km or for intra-European flights of more than 1500 km, and of less than 4 hours for distances of more than 3500 km compared to the flight originally booked, the compensation is reduced by 50% with respect to the values indicated above, that is, respectively, reduced to 125, 200 or 300 Euro.
You do not have the right to this compensation if you are denied boarding for good reason e.g. for reasons of health, for generic or operating safety and security reasons or due to the lack of adequate travel documents.
Cancellation of the flight
If a flight for which you have a confirmed booking is cancelled, you have the right to assistance, reimbursement or, as an alternative, re-accommodation. In certain cases, you also have the right to monetary compensation.
In accordance with the EU regulations, you do not have the right to monetary compensation if the flight is cancelled as a result of exceptional circumstances which, in any case, could not have been prevented even if all the necessary precautions has been taken e.g. bad weather, political instability, strikes, safety and security risks or unforeseeable safety and security shortcomings.
Similarly, you do not have the right to monetary compensation if you have been informed in advance about the cancellation and if:
the cancellation has been notified at least 14 days before the departure;
the cancellation been notified between 14 and 7 days before the departure and the new departure time
is not more than 2 hours before the original departure time and the new arrival time is not more than 4 hours before the original arrival time.
The cancellation been notified less than 7 days before the original departure date and the new departure time is not more than one hour before the original departure, and the new arrival time is not more than 2 hours after the original arrival time.
According to the European Commission following the contacts of the Italian Civil Aviation Authority:
Ente Nazionale per l’Aviazione Civile
Viale del Castro Pretorio, 118
A list of the relevant authorities responsible for ensuring the legal rights of passengers can be found under the following web link: