Rules and notices
This notice is required by Regulation (EC) No 261/2004 (as amended by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulation 2019) and informs you of your rights should you be denied boarding.
In exceptional circumstances, there may not be enough space available on a flight to accommodate all persons with confirmed reservations. If such a situation arises for your flight, we will try to avoid any need to deny you boarding against your will by offering you and all other similar passengers the opportunity to volunteer to surrender one or more confirmed reservations in exchange for mutually agreed benefits.
Where no volunteers are identified, it may be necessary to deny you boarding against your will. If you are an unaccompanied child or a person with reduced mobility or a person accompanying a person with reduced mobility, we will not deny you boarding unless otherwise unavoidable.
You will be entitled to the Available Assistance and Benefits described below if:
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.
If you meet the Eligibility Criteria, you will be entitled to the following benefits:
If you are denied boarding on a voluntary or involuntary basis, you may choose one of the following three options:
If you want to use Option 1 or 3 above, any right to Available Assistance will cease as soon as we receive 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 the Package Travel and Linked Travel Arrangements Regulations 2018.
If you are involuntarily denied boarding, you will be entitled to:
The assistance described above will be provided free of charge. You will be entitled to such assistance only to the extent that we reasonably expect its provision would not cause delay.
We will pay particular attention to the needs of people with reduced mobility and any people accompanying them, as well as to the needs of unaccompanied children in accordance with Article 9(3) of Regulation (EC) No 261/2004 (as amended by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulation 2019).
If you are involuntarily denied boarding, you may be entitled to compensation at the levels specified as follows:
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 original flight by:
Compensation will be paid in cash, by electronic transfer, bank orders or bank cheques or, with your signed agreement, in travel vouchers and/or other services.
If, whether as a result of being denied boarding 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:
for the part or parts of the journey that you were placed in that lower class.