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Cancellation of Flights Departing From EU Airports

This notice is required by EC Regulation 261/2004 of the European Parliament and of the Council of the European Union dated 11 February 2004 and informs you of your rights should your flight be cancelled.

If we cancel your flight, you will be entitled to certain Available Assistance and Benefits, provided that you meet the Eligibility Criteria.

Eligibility Criteria

You will be entitled to the Available Assistance and Benefits described below if:

  • your flight is cancelled;
  • the cancelled flight was scheduled to be operated by us;
  • the cancelled flight was scheduled to depart from an airport in the EU;
  • you hold a confirmed reservation for the cancelled flight;
  • you have met the applicable check-in deadline for the cancelled flight (unless we notify you of the cancellation before such deadline);
  • you are not travelling free of any charge or at a reduced fare not available directly or indirectly to the public; and
  • you are not, or would not have been, precluded from boarding the cancelled flight by reason of application of our conditions of carriage or for other reasonable grounds such as, but not limited to, reasons of health, safety or security, or inadequate travel documentation.

Travelling pursuant to a frequent flyer programme or as part of a package holiday will not be treated as travelling free of any charge for the purposes of this notice.

Available Assistance and Benefits

If you meet the Eligibility Criteria, you may be entitled to the following benefits:

Re-routing/Reimbursement

You may choose one of the following three options:

  • Option 1 - we will reimburse the fare paid for your ticket for the part of carriage not used, and for those parts of the carriage used if, as a result of the cancellation, the cancelled flight no longer serves any purpose in relation to your original travel plans, and, when relevant, we will carry you to the first point of departure in your contract of carriage on the earliest flight with suitable space available; or
  • Option 2 - we will re-route you under comparable transport conditions at the earliest opportunity to your final destination airport (or to an another airport serving the same town, city or region, in which event we will provide you with surface transport to your final destination airport or another close by destination agreed between us); or
  • Option 3 - we will re-route you under comparable transport conditions at a later date at your convenience, subject to availability of suitable space, to your final destination airport (or to an another airport serving the same town, city or region, in which event we will provide you with surface transport to your final destination airport or another close by destination agreed between us).

If you notify us that you wish to exercise Option 1 or 3 above, any right to Available Assistance will cease from receipt by us of such notification.

Reimbursement as mentioned in Option 1 above is due within seven days. Payment is subject to completion of all reasonably necessary formalities such as, but not limited to, satisfactory identification of the party entitled to the reimbursement and return of unused tickets/coupons.

The right to reimbursement will also apply if your flight forms part of a package, except where such right arises under Directive 90/314/EC.

Available Assistance

  • Meals and refreshments in reasonable relation to waiting time together with two telephone calls, telexes, faxes or e-mails.
  • Accommodation, if a stay of one or more nights, or a stay additional to that intended by you, becomes necessary when the reasonably expected time of departure of the new flight is one day or more later than the scheduled departure date of your cancelled flight, you will be entitled to hotel accommodation and surface transport between the airport and such accommodation.

Provision of the assistance described above will be free of charge. You will be entitled to such assistance only to the extent that we reasonably expect its provision would not cause delay.

Compensation

You may be entitled to payment of compensation as a result of the cancellation of your flight. No compensation is awardable if:

  • the cancellation was caused by extraordinary circumstances, despite reasonable measures taken by us to avoid them. Examples of such circumstances include, but are not limited to, cases of political instability, weather conditions including volcanic ash incompatible with operation of the aircraft, security risks, strikes which affect flight operations, and air traffic control or air traffic management decisions concerning your flight; or
  • you have been informed of the cancellation at least two weeks before the scheduled time of departure of your flight; or
  • you have been informed of the cancellation between two weeks and seven days before the scheduled time of departure of your flight and have been offered re-routing on a flight which allows you to depart no more than two hours earlier than the scheduled time of your cancelled flight and allows you to reach your final destination no less than four hours after the scheduled time of arrival of your cancelled flight; or
  • you have been informed of the cancellation less than seven days before the scheduled time of departure of your flight and have been offered re-routing on a flight which allows you to depart no more than one hour earlier than the scheduled time of your cancelled flight and allows you to reach your final destination no less than two hours after the scheduled time of arrival of your cancelled flight.

The levels of compensation are specified as follows:

  • EUR 250 for flights of 1500 km or less;
  • EUR 400 for flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km; or
  • EUR 600 for all other flights.

Compensation will be reduced by 50% if any re-routing offered to your final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the cancelled flight by:

  • Two hours for flights of 1500 km or less;
  • Three hours for all flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km; or
  • Four hours for all other flights.

Downgrading

If, whether as a result of cancellation or for any other reason such as, but not limited to, substitution of an aircraft with a smaller passenger cabin, you are placed in a class lower than that for which your ticket was purchased while you are being re-routed, you will be entitled to reimbursement as follows:

  • 50% of the applicable fare for flights between 1,500 to 3,500 kilometres; or
  • 75% of the applicable fare for flights of more than 3,500 kilometres for the part or parts of the journey that you were placed in that lower class. 

General

Each EU Member State has designated a body responsible for enforcement of EC Regulation 261/2004. By a separate notice, we give details of such relevant bodies for your information.

This notice does not give you any additional contractual rights.

You can contact directly our customer relation department through our web site www.emirates.com/feedback to make a claim.

Alternatively through email to: customer.affairs@emirates.com

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