Traveller’s Guide
Your Air
Passenger Rights
European Consumer Centre
Czech Republic
Štěpánská 15, 120 00 Praha 2
phone: +420 296 366 155
[email protected], www.coi.cz/esc
How to choose
What to do when
This brochure was published by the European Consumer Centre Czech Republic by the Czech
Trade Inspection in 2010. The Centre is financed by the European Commission and the CTI.
suitable tariff
airplane company
flight is cancelled or delayed
baggage is lost, delayed or damaged
Glossary:
Network carrier: sometimes also called a classic, national or flag carrier. It usually offers flights with a transfer;
the ticket price often includes transport of checked
baggage and refreshment. Flight tickets can be bought
via worldwide booking systems from a number of
sellers.
Low-cost carrier: usually does not offer guaranteed
transfers; flight tickets can often be bought only at the
carrier’s website or over the phone. Tariffs are usually
set as one-way; number of services is offered for an
extra charge; the basic flight ticket price can be very
low.
Tariff: price at which the transport is provided, including
conditions for using the given price (in case of more
expensive tariffs, there is usually a possibility to change
the date of departure or to cancel the flight ticket etc.).
Checked baggage: also registered baggage. Baggage
transported in the aircraft’s luggage compartment
outside the cabin for passengers.
Cabin baggage: also hand baggage. Baggage transported in the cabin for passengers.
Flight segment: every single flight. Flights with a transfer comprise two or more segments.
Third countries: countries outside the European Union
and the European Economic Area (EEA).
SDR: Special Drawing Rights, a currency unit of the
International Monetary Fund; the exchange rate is
published by the Czech National Bank, and 1 SDR
usually equals to CZK 29.
Passenger rights
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In case of flight cancellation
If a flight is cancelled, passengers are automatically
entitled to choose between re-routing to the final destination at the earliest opportunity (if it is possible) and
withdrawal from the contract and ticket refund or refund
of a proportional part from the return ticket price. If the
passenger chooses the withdrawal and refund, the
airline company (or the tour agency) bears no further
responsibility and provides no further help.
If you choose re-routing, then the carrier is obliged to
inform you about your rights and also to provide you
with the following care:
meals and refreshments in the extent appropriate to the waiting time
in case of need also accommodation in a hotel for one or more nights,
including transport between the airport and the hotel.
two phone calls, sending of two messages via fax or e-mail
In case of flight cancellation, you also might have the right
to subsequent financial compensation, i.e. a fixed
amount as a compensation for the cancelled flight from
€250 to €600 depending on the distance of the flight.
In case of fligh delay
In case of a significant flight delay, passengers have the
right to free of charge care from the carrier as mentioned above. As a significant delay is understood a delay
of more than 2 hours for a flight shorter than 1,500 km;
of more than 3 hours for all flights in the European
Economic Area longer than 1,500 km and all other
flights 1,500-3,500 km long; of more than 4 hours of all
other flights. If the delay exceeds 5 hours, passengers
are entitled to withdraw from the contract and to a ticket
refund in a way similar to the one in flight cancellation.
Flight tickets prices – how to save
Flight tickets prices for individual routes vary in time
significantly. In order to reach the lowest price, it is
usually worth booking the ticket as soon as possible;
sometimes even a couple of months before the departure.
In case of network carriers, a return tariff is usually
significantly cheaper than a one-way one. Low-cost
carriers, on the other hand, usually offer also return
tickets as a combination of one-way tariffs. The cheapest tariffs are usually not available for crowded flights
(Fridays, Sundays, holidays). In some of the tariffs, it is
necessary to spend some time at the destination, at least
3-7 days or a night from Saturday to Sunday, to reach the
lowest price.
The best way of finding the most favourable price is
using internet search engines. It is worth comparing
prices at the websites of ticket sellers and airline
companies; there are also very useful websites offering
price comparison without the necessity of direct
purchase. It is necessary to bear in mind that ticket
sellers often do not offer flights of some low-cost
carriers who sell their tickets exclusively via their own
web pages.
Tips:
matrix.itasoftware.com
price search and comparison (does not include tariffs
of some low-cost companies)
skyscanner.cz
price search and comparison in the Czech language
What the flight ticket price
consists of
Besides the fare itself, the price of the ticket usually
comprises also various taxes together with air taxes and
other fees.
The European law prescribes that the final price of the
ticket is displayed from the very first step of the booking
(or already in an advertisement) including all taxes and
fees which are not optional. For example, this price thus
does not have to display all the optional fees such as
those for baggage or priority boarding. It is thus necessary to take into account that the final price listed by
different carriers at the beginning of booking does not
contain the same extent of services.
The ticket price also usually contains a fee for its
issuing. This fee differs in individual sellers, and this is so
even for the same ticket offered by a number of sellers for
the same flight. Moreover, this fee, when charged by
some ticket sellers in the CR, is quite high and can
amount up to CZK 500.
Sellers’ income comprises this fee and the commission
paid by the airline company from the sold ticket. It is not
exceptional that you can buy the ticket you request from
a competing seller, thus escaping the necessity to pay the
fee. By this, up to tens of percent can be saved from the
price of the cheapest tickets (e.g.: the ticket itself can
cost CZK 1,000, which would amount to 1,500 CZK
including the fee to the seller. In case of the purchase
from another seller, up to 33% of the overall price can be
saved). Some companies also favour payment by a
certain type of credit card in their fee policy, so it is convenient to use this possibility.
Change of flight or change
of passenger’s name
How to choose an airline company
When reserving a flight ticket, tariff conditions connected with it should be taken into account. Generally, there
is a rule stating that cancelling a ticket with a claim of
getting the money back is possible only for the most
expensive tariffs; some airline companies do not even
offer this possibility at all. It is usually possible to change
the date of the flight or the name of the passenger only
for a fee, which might be quite high; in case of a flight
date change, the carriers usually require a supplementary
charge so that the price matches the current flight ticket
price on the day of departure, in case the new price is
higher than the original one. Even in the case of tariffs
where the ticket cannot be returned, it is usually possible, in case that the passenger did not board the plane,
to ask for the return of air taxes and other fees if these
are marked on the flight ticket.
Individual carriers offer their passengers very different quality of services. Classic airlines usually offer
from 2 to 4 classes on their flights according to the level
of comfort and services. Low-cost carriers offer only
one, economy class. However, the flight ticket price
may or may not include free transport of baggage
or refreshment of a various extent.
Namely the classic airline companies insist on entering
the individual segments of the flight in the order displayed
on the ticket; thus, it is not possible to board at one of
the stops, nor is it possible to take only the flight back
if the flight to the destination was not taken.
For example, if you are flying from Prague to Madrid with
a transfer in Frankfurt, you cannot start your journey in
Frankfurt. Similarly, if you buy a return ticket from Prague
to London, you cannot fly from London only. In this
respect, gradual change can be expected, since similar
terms were in certain cases found unlawful by foreign
courts. We recommend to get acquainted with terms and
conditions of transport of each carrier in advance. Their
full wording can usually be found on the carrier’s website.
according to quality and punctuality
Skytrax research (www.airlinequality.com) compares
customers’ satisfaction with individual carriers and
assigns them certain number of stars, similarly as for
hotels. Statistics of flight delays may also help in choosing
a carrier; you can find detailed information concerning
your flight for instance at www.flightstats.com
Virtually all classic as well as low-cost airline companies
offer bonus programmes for their regular passengers,
in which it is possible to get certain rewards, such as
discount tickets or a possibility to use higher class free
of charge, when a certain amount of miles flown has
been reached. In case of carriers united in alliances, the
bonus miles are usually counted from flights of alliance
partners as well.
Baggage transport
Before buying a flight ticket, always acquaint
yourself with terms and conditions of baggage
transport, for these vary significantly in individual carriers.
It has almost become a rule in case of low-cost carriers
that it is necessary to pay a fee for transport of checked
baggage. The fee paid in advance usually differs from the
one paid at the check-in at the airport. There are also
considerable differences in weight, size and number of
pieces of checked and cabin baggage. In case the
allowed baggage weight or size has been exceeded,
carriers charge relatively high fees.
Before making a journey, always ask your carrier about
the items whose transport is not allowed. Besides the
usual safety regulations set by legislation and concerning dangerous items (weapons, explosives, chemicals
etc.), most carriers apply extra regulations in their terms
and conditions of transport. Usually, it is not allowed
to carry for example money, securities, electronics,
identity cards, keys etc. These items shall be put into
a hand cabin baggage. Sharp items or liquids exceeding 100ml can be, on the other hand, transported only
in the aircraft’s luggage compartment.
In case of loss, damage or delay in baggage transport,
the carrier is responsible for the incurred damages. The
liability is though limited by SDR 1,131 (approx. CZK
33,000). If any of these unpleasant events occurs, it is
necessary to inform the carrier as soon as possible.
In case the baggage was damaged or lost, it is necessary
to lodge a claim in writing within 7 days after the baggage delivery or after the arrival in case of a loss. Claims
resulting from baggage delay must be lodged within 21
days after the baggage was delivered. However, in case
of occurrence of any of the mentioned irregularities, it is
strongly recommended to ask right at the airport at the
baggage services desk for a Property Irregularity Report
(so called PIR).
Most of the carriers require a sufficient proof of the
amount of damage in order to cover it; usually in the form
of receipts of the lost or damaged items. Similarly, if the
baggage was delayed, it is suitable to keep toiletries or
clothing receipts in case it is necessary to buy them
during the time of the delay.
Travelling with disabilities
In principle, transport cannot be denied to persons with
reduced mobility. However, there are some exceptions
in order to secure air traffic safety. Passengers have
the right to free assistance at the airports of arrival,
departure or of possible transfer, as well as to
assistance on board of the plane and to free transport
of necessary medical aids and helpers (wheelchair,
guide dog etc.). In order to assure a smooth transport,
passengers should inform the carrier as soon as they
can if their health condition requires special assistance.
Flight cancellation, flight delay,
denied boarding
The European law protects passengers in cases of flight
cancellation, long delays or denied boarding on the
aircraft. With respect to demands made on airline
companies, these rules belong among the world’s
strictest regulations in this field.
In case of occurrence of any of the mentioned inconvenience when flying from an airport located within the EU
territory with any carrier, or from a third country with a
European carrier, the carrier is obliged to provide you
with necessary accommodation and refreshment, to
secure transport by a substitute flight or with financial
compensation up to the amount of €600 under exactly
specified conditions. You have no right for compensation in case of force majeure (weather, strike and so
forth). What your rights are in case your flight is cancelled or delayed, can be found in detail on the prelast
page of this publication. Information posters containing
information on passengers’ rights can be found at all
public airports within the EU.
Where to find more information
How to complain
You can find more detailed information on your rights
at the website of the European Consumer Centre
(www.coi.cz/esc) or of the European Commission
(http://apr.europa.eu). Lawyers of the European
Consumer Centre will also provide you with free of
charge assistance in case of problems connected
with a concrete complaint about a carrier from
another EU state, Norway, or Iceland.