Passenger Rights

ВИЖТЕ НА БЪЛГАРСКИ


If your flight is cancelled or has been completed with a long delay, or if you are denied boarding on a flight for which you hold a valid reservation, you are entitled to certain rights in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004. The aviation company which carries out the irregular flight is responsible to guarantee you these rights.

Cancellation

If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing or refund of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made and/or compensation.

In case of cancellation of a flight, the passengers have the right to compensation by the operating air carrier unless they are informed:

  • at least 14 days before the date of the flight;
  • between 14 and 7 days before the flight and the offered alternative re-routing flight departs no more than 2 hours before the originally scheduled time of departure and arrives at the final destination less than 4 hours after the originally scheduled time of landing;
  • less than 7 days before the flight and the alternative flight departs no more than 1 hour before the originally scheduled time of departure and reaches the final destination less than 2 hours after the originally scheduled time of landing.

Compensation amounts regarding Regulation (EC) No 261/2004:

  • EUR 250 for flights up to 1,500 km;
  • EUR 400 for intra-Community flights of more than 1,500 km and all other flights between 1,500 km and 3,500 km;
  • EUR 600 for flights of more than 3,500 km.

Delay

When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure:

  1. for two hours or more in the case of flights of 1 500 kilometres or less; or
  2. for three hours or more in the case of all intra-Community flights of more than 1 500 kilometres and of all other flights between 1 500 and 3 500 kilometres; or
  3. for four hours or more in the case of all flights not falling under (a) or (b),

Passengers shall be offered assistance in accordance Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004:

  • meals and refreshments in a reasonable relation to the waiting time;
  • hotel accommodation in cases;
  • transport between the airport and place of accommodation;
  • when the delay is at least five hours, the operating carrier shall offer you reimbursement within seven days of the full cost of the ticket at the price at which it was bought or for the part or parts of the journey not made.

Denied boarding

  • If boarding is denied to passengers against their will, the operating air carrier shall offer you:
  • re-routing;
  • refund of the full cost of the ticket at the price at which it was bought or for the part or parts of the journey not made;

Compensation amounts:

  • EUR 250 for flights up to 1,500 km;
  • EUR 400 for intra-Community flights of more than 1,500 km and all other flights between 1,500 km and 3,500 km;
  • EUR 600 for flights of more than 3,500 km.

The operating air carrier may reduce the compensation by 50 % when passengers are offered re-routing to their final destination on an alternative flight and the arrival time of which does not exceed the scheduled arrival time of the flight originally booked:

  1. by two hours, in respect of all flights of 1 500 kilometres or less; or
  2. by three hours, in respect of all intra-Community flights of more than 1 500 kilometres and for all other flights between 1 500 and 3 500 kilometres; or
  3. by four hours, in respect of all flights not falling under a. or b.

When an operating air carrier reasonably expects to deny boarding on a flight, it shall first call for volunteers to surrender their reservations in exchange for benefits under conditions to be agreed between the passenger concerned and the operating air carrier. Volunteers shall be assisted, such assistance is additional to the already mentioned benefits.

The body, designated by the Republic of Bulgaria to be responsible for the enforcement of Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 is General Directorate ‘Civil Aviation Administration’ at the Ministry of Transport, address: Sofia, 1000; 9, Diakon Ignatii Str.; Tel.: +359 2 937 10 47; Fax: +359 2 980 53 37 and e-mail address: caa@caa.bg

Your passenger rights when travelling by air

Persons with disabilities and persons with reduced mobility

In accordance with the EU legislation persons with disabilities and/or persons with reduced mobility are protected against discrimination related to making reservation or boarding an aircraft. They are also entitled to help at airports (on departure, arrival and in transit) and on board of the aircraft. We recommend you to notify us in advance of your needs, to facilitate provision of assistance.

Denied boarding

When passengers are denied boarding the air carrier is obliged first to call for persons who wish to surrender their reservations in exchange for certain compensations. Moreover, the air carrier must offer the volunteers the options of full refund of the ticket price or re-routing.

You may be entitled to compensation of EUR 125 to EUR 600 depending on the flight distance and the delay before re-routing. Where there are persons willing to accept re-routing, if necessary the air carrier must also provide care, e.g. meals, access to telephone, accommodation for one or more nights, if necessary, and transport between the airport and the place of accommodation.

Cancelled flight

You are entitled to the same compensation as for denied boarding, unless you have been advised of the cancellation at least 14 days before the flight or the re-routing flight schedule is close to the originally scheduled, or if the air carrier can prove the cancellation is attributed to extraordinary circumstances.

Besides, the air carrier must offer you a choice of one of the following options:

  • a refund of the ticket price within seven days;
  • a new route to your final destination under comparable conditions;
  • care, if necessary (a telephone call, refreshments, meals, accommodation, transport to the place of accommodation).

Long delay

You are entitled to care by the air carrier (a telephone call, refreshments, meals, accommodation, transport to the place of accommodation), if the delay is:

  • two or more hours for flights up to 1,500 km; three or more hours for intra-European Union flights or other flights between 1,500 km and 3,500 km; four or more hours for flights of more than 3,500 km beyond the European Union.

If the delay is more than five hours and you choose not to continue your trip, you are also entitled to refund of your ticket price and to a return flight to the location of your original initial departure.

If your flight reaches your final destination with a delay of not less than three hours, you may be entitled to the same compensation due for a cancelled flight, unless the air carrier can prove the delay was due to extraordinary circumstances. Moreover, the air carrier may be liable for damages attributable to the delays.

Baggage

If your baggage is lost, damaged or delayed, you may be entitled to compensation. In case of damaged baggage, you must file a claim with the air carrier within seven days of receiving the baggage. In case of delayed receiving of such baggage you must file the claim within 21 days.

Complaints for violations of passengers rights may be sent to e-mail: sales@cargoair.bg