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Passenger rights

Denied boarding? Flight canceled? Extended delay flight? Airline companies have a legal obligation to inform you of your rights and the location where you can submit complaints.


Denied boarding

You may be denied boarding:

  • For safety, security or health reasons or if you don't have the correct travel documents
  • If you didn't take the outbound flight of a reservation which included a return flight
  • If you didn't take the other flight(s) included in a reservation with consecutive flights
  • If you don't have the relevant documentation for your pet when it is travelling with you

If you have presented yourself on time for the check-in with a valid flight reservation and travel documentation and you're denied boarding due to overbooking or for operational reasons, and you don't voluntarily give up your seat, you are entitled to:

  • compensation
  • the right to choose between reimbursement, re-routing or rebooking at a later stage and
  • assistance

For more details about denied boarding, please visit the website: 




If your flight is delayed at departure, you have the right to assistance, to reimbursement and a return flight, depending on the duration of the delay and the distance of the flight.

If you arrived at your final destination with a delay of more than 3 hours, you are entitled to compensation, unless the delay was due to extraordinary circumstances.


Upgrading or downgrading

If you are upgraded, the airline can't request any additional payment.

If you are downgraded, you are entitled to reimbursement of a percentage of the price of your ticket, depending on the flight distance as follows:

a) 30% - flights of 1 500 km or less

b) 50% - flights within the EU of more than 1 500 km (except flights between the EU and French overseas departments), and all other flights between 1 500 and 3 500 km

c) 75% - flights not falling under (a) or (b), including flights between the EU and French overseas departments.

If you have 2 or more connecting flights included in a single ticket, you can only be reimbursed for the flight which was downgraded and not for the entire journey. The reimbursement should be paid within 7 days.

For more details about delays and upgrading or downgrading please visit the website: http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm.



Cancellation occurs when:

  • your original flight schedule is abandoned and you are transferred to another scheduled flight
  • the aircraft took off but, was forced to return to the airport of departure and you were transferred to another flight
  • your flight arrives at an airport which is not the final destination indicated on your ticket, unless:
    • You accepted re-routing (under comparable transport conditions at the earliest opportunity) to the airport of your original final destination or to any other destination agreed by you. In this case it is considered as a delay and not a cancellation.
    • The airport of arrival and the airport of the original final destination serve the same town, city or region. In this case it is considered as a delay and not a cancellation.

If your flight is cancelled you have the right to reimbursement, re-routing or return, as well as the right to assistance and a right to compensation. Compensation is due if you were informed less than 14 days prior to the scheduled departure date. The air carrier has the obligation to prove if and when you were personally informed that the flight was cancelled. If this is not the case you can contact your national authority for further assistance.

However, compensation is not due if the carrier can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.


For more details about cancellation, please visit the website: http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm.


Assistance in the event of denied boarding, cancellation or delay at departure

Airlines should offer you and provide assistance free of charge while you wait. In the event of travel disruption, you should make yourself known to the operating air carrier, to avoid a situation where you have to make your own arrangements. Operating air carriers should also ensure, where available, that accommodation is accessible for people with disabilities and their service dogs. The assistance to be provided includes:

  • Refreshments
  • Food
  • Accommodation (if you are rebooked to travel the next day)
  • Transport to your accommodation and return to the airport
  • 2 telephone calls, telex, fax messages or emails

If assistance is not offered and you paid for your own meals and refreshments etc., the air carrier should reimburse you, provided the expenses were necessary, reasonable and appropriate. You should keep all receipts for this purpose. You only have the right to assistance as long as you have to wait for re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or a return flight.

In exceptional cases, the airline may decide to limit or decline assistance if it would cause further delay to passengers waiting for an alternative or a delayed flight.

For more details about assistance in the event of denied boarding, cancellation or delay at departure please visit the website: http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm.


Lost, damaged or delayed luggage

Checked-in luggage

If your checked-in luggage is lost, damaged or delayed, the airline is liable and you're entitled to compensation up to an amount of approximately EUR 1 220. However if the damage was caused by an inherent defect in the baggage itself, you're not entitled to any compensation.

Hand luggage

If your hand luggage is damaged the airline is liable if it was responsible for the damage.

Travel insurance

If you're travelling with expensive items, you may, for a fee, request a higher compensation limit (in excess of EUR 1 220). To do this, you should make an advance declaration to the airline at the latest when you check in. However, to ensure you have sufficient coverage, it's advisable to take out private travel insurance.

How to complain

If you want to file a claim for lost or damaged luggage, you should do it in writing to the airline within 7 days, or within 21 days of receiving your luggage if it was delayed. There is no standard EU-wide form.

For more details about lost, damaged or delayed luggage, please visit the website: http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm.


Passengers with reduced mobility

Passengers with reduced mobility and persons with disabilities are protected against discrimination and starting 26 July 2008 they can receive appropriate assistance (under certain conditions) at each airport within the EU. In accordance with Article 9 of Regulation (EC) 1107/2006 - quality standards on health and ECAC DOC 30 Annex J - Code of Good Conduct in Ground Handling For Persons With Reduced Mobility, the following quality standards the availability of the service have been established :


  • Service availability upon departure - announced 48 hours in advance via SITA messages or other forms of communication

Availability 80% < 10 min waiting
Availability 90% < 20 min waiting
Availability 100% < 30 min waiting


  • Service availability upon departure - unannounced (direct presentation passenger airport PMR)

Availability 80% < 25 min de waiting
Availability 90% < 35 min de waiting
Availability 100% < 45 min de waiting


  • Service availability upon arrival - announced via SITA messages or other forms of communication before aircraft landing


Availability 80% < 5 min waiting following aircraft parking
Availability e 90% < 10 min waiting following aircraft parking
Availability 100% < 20 min waiting following aircraft parking


  • Service availability upon arrival - unannounced prior to aircraft landing

Availability 80% < 20 min waiting following aircraft parking
Availability 90% < 30 min waiting following aircraft parking
Availability 100% < 45 min waiting following aircraft parking.


If the PMR passenger is dissatisfied on how the rules of Regulation (EC) 1107/2006 are applied at Cluj „Avram Iancu” International Airport, the handling agent will provide it the means to prepare a complaint and will submit it at the Airport registry. The complaint will be considered pursuant to the internal procedures of the airport and its settlement will be made known to PRM passengers as soon as possible.



Airlines can be held liable for damages resulting from delays, for damage and loss of baggage and for injury or death in accidents. But they do not carry this responsibility when taking all possible measures to avoid damage or were unable to take such measures.


Packages travel

Tourist packages operators are obliged to provide accurate information on the travel tickets booked, comply with contractual obligations and protect passengers in the event of the insolvency of the organizer.

For more details about packages travel, please visit the website: http://europa.eu/youreurope/citizens/travel/holidays/package-travel/index_en.htm.


Need more information?

Call the toll-free number * from anywhere you are in the EU during working hours (09:00 - 18:00 CET on weekdays): 00 800 678 910 11.

More information and a list of national authorities responsible for enforcing these rights can be found at: http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm.


* Certain mobile telephone operators do not allow access to numbers with prefix 00 800 or charge these calls. In some cases, these calls may be chargeable from phone booths or hotels.