EC Regulation No 261/ 2004
Aegean Airlines makes every effort to operate without disruption to its published schedule of flights. If a flight operated by Aegean Airlines is delayed, cancelled or you are denied boarding, you may be entitled to compensation and assistance under EC Regulation No. 261/ 2004 (“Regulation 261”).
Eligibility Regulation 261 is applicable to passengers who:
Depart from an airport located in the territory of an EU Member State or depart from a third country to an airport situated in an EU Member State, unless the passengers received benefits or compensation and were given assistance in the third country;
Have a confirmed reservation, i.e. a valid ticket (including an e-ticket) or other proof, which indicates that the reservation has been accepted and registered by Aegean Airlines or its authorized agent or have been transferred by an air carrier or tour operator from the flight for which they held a confirmed reservation to another flight;
Except in the case of cancellation, presented themselves for check-in at least 30 minutes prior to the scheduled time of departure;<br />are not traveling free of charge or at a reduced fare, not available (directly or indirectly) to the public;
Have tickets issued under a frequent flyer program or other commercial program by Aegean Airlines or a tour operator.
Denied Boarding
When Aegean Airlines 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 Aegean Airlines. Volunteers shall be assisted (see Reimbursement or Re-routing below), such assistance being additional to these benefits.
If an insufficient number of volunteers come forward to allow the remaining passengers with reservations to board the flight, Aegean Airlines may then deny boarding to passengers against their will. Under Regulation 261, “denied boarding” means a refusal to carry passengers on a flight, although they have presented themselves for boarding, under the conditions laid down (see Eligibility above), except where there are reasonable grounds to deny them boarding, such as reasons of health, safety, security or inadequate travel documentation.
If boarding is denied to passengers against their will, Aegean Airlines shall immediately compensate them (see Compensation below) and assist them (see Reimbursement or Re-routing and Right to Care below).
Cancellation
Where a flight operated by Aegean Airlines is cancelled, the passengers concerned shall:
Be offered assistance (see Reimbursement or Re-routing and Right to Care);
Have the right to compensation (see Compensation below), except where the flight is cancelled: at least two weeks before the scheduled time of departure; or between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than two hours before the schedule time of departure and to reach their final destination less than four hours after the scheduled time of arrival; or
less than seven days before the scheduled time of departure and are offered re-routing allowing them to depart no more than one hour before the scheduled time of departure and to reach theirfinal destination less than two hours after the scheduled time of arrival.
When passengers are informed of the cancellation, Aegean Airlines will give an explanation concerning possible alternative transport.
Delay
When Aegean Airlines reasonably expects a flight to be delayed beyond its scheduled time of departure: for two hours or more in the case of flights of 1500 kilometers or less; or
for three hours or more in the case of all intra-Community flights of more than 1500 kilometers and of all other flights between 1500 and 3500 kilometers; or
for four hours or more in the case of all flights not falling under (a) or (b),
The passengers shall be offered assistance in accordance with paragraphs “Right to Care” and “Reimbursement or Re-routing”. In addition, Passengers may be entitled to financial compensation as per paragraph “Compensation”, if the flight is delayed for more than 3 hours.
Right to Care
Where a flight is:
Cancelled
Boarding is denied against a passenger’s will; or
Delayed as per the paragraph “Delay”
Passengers shall be offered, free of charge:
Meals and refreshments in a reasonable relation to the waiting time;
Hotel accommodation (where a stay of one or more nights becomes necessary or where a stay additional to that intended by the passenger becomesnecessary);*
Transport between the airport and the place of accommodation (hotel or other)*;
Two telephone calls, telex or fax messages, or e-mails.
In cases of delay and cancellation (in the event of re-routing), hotel accommodation and transport is only applicable when the reasonably expected time of departure of the new flight is at least the day after the departure as planned for the delayed or cancelled flight.
Compensation
Aegean Airlines is not required to provide compensation if it can prove that the delay, the cancellation or the denied boarding is caused by extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken.
Such circumstances may, in particular, occur in cases of air traffic management decisions, political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings which are beyond the control of Aegean Airlines, strikes or other collective disputes outside Aegean Airlines that affect the operation of an operating carrier.
Where applicable, passengers shall receive compensation amounting to:
€250 for flights of 1500 km or less;
€400 for flights within the EU of more than 1500 km and for all other flights between 1500 km and 3500 km;
€600 for all flights not falling under either of these categories;
The compensation shall be paid in cash, by electronic bank transfer, bank orders or bank cheques or, with the signed agreement of the passenger, in travel vouchers and/ or other services.
Aegean Airlines may reduce by 50% the amount of compensation that it is required to pay to the passengers concerned, 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 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 not falling under either of these categories.
Reimbursement or Re-routing
Where applicable, passengers shall be offered the choice between:
Reimbursement within 7 days 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 for the part or parts of the journey already made if the flight is no longer serving any purpose in relation to the passenger’s original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or
Re-routing, under comparable transport conditions, to their final destination either at the earliest opportunity or at a later date at the passenger's convenience, subject to availability of seats.
Where a flight operated by Aegean Airlines is delayed for at least 5 hours beyond its scheduled time of departure, passengers shall be offered reimbursement (as stated above).
Persons with Reduced Mobility or Special Needs Where applicable, Aegean Airlines shall give priority to the needs of persons with reduced mobility and any persons or certified dogs accompanying them, as well as unaccompanied children. In cases of denied boarding, cancellation and delays of any length, persons with reduced mobility and any persons accompanying them, as well as unaccompanied children, shall have the right to care (see Right to Care above) as soon as possible.
Downgrading
If Aegean Airlines places a passenger in a class lower than that for which the ticket was purchased, Aegean it shall within 7 days reimburse the following percentages of the price of the ticket:
30% for all flights of 1500 km or less;
50% for all flights within the EU of more than 1500 km, except flights between the EU Territory of the Member States and the French overseas departments, and for all other flights between 1500 and 3500 km; or
75% for all flights not falling under either of these categories.
Making a Claim
This notice sets out the applicable rules for compensation and assistance under Regulation 261: it does not create any new rights. Regulation 261 is without prejudice to a passenger’s right to further compensation. If you are in any doubt as to your rights, you should take independent professional legal advice. If you wish to make a claim, please contact Aegean Airlines Customer Relations:
Via Aegean official website: www.aegeanair.com → Help & Contact → Contact Form NATIONAL ENFORCEMENT BODIES
If a passenger has a complaint about a flight operated by Aegean Airlines, that passenger may complain to the Civil Aviation Authority or any other competent body designated by a Member State, about an alleged infringement of Regulation 261 at any airport on the territory of a Member State or concerning any flight from a third country to an airport in that territory.
The body responsible for the enforcement of Regulation 261 in respect of flights from an airport in Greece and flights from a third country to an airport in Greece is the Hellenic Civil Aviation Authority, whose contact details are below:
Hellenic Civil Aviation Authority
Air Transport and International Affairs Division
Postal address: P. O. Box 70360, 166 10 Glyfada, Attica, GREECE
TELEPHONE: 210 8916000
E-MAIL: ypa@hcaa.gr, protocol@hcaa.gr
FAX: 210 8947101
SITE: http://www.ypa.gr
EU and other Countries: https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en Republic of North Macedonia
Civil Aviation Agency
Dame Gruev 1
1000 Skopje
Republic of North Macedonia
E-mail:passengerrights@caa.gov.mk
Eligibility Regulation 261 is applicable to passengers who:
Depart from an airport located in the territory of an EU Member State or depart from a third country to an airport situated in an EU Member State, unless the passengers received benefits or compensation and were given assistance in the third country;
Have a confirmed reservation, i.e. a valid ticket (including an e-ticket) or other proof, which indicates that the reservation has been accepted and registered by Aegean Airlines or its authorized agent or have been transferred by an air carrier or tour operator from the flight for which they held a confirmed reservation to another flight;
Except in the case of cancellation, presented themselves for check-in at least 30 minutes prior to the scheduled time of departure;<br />are not traveling free of charge or at a reduced fare, not available (directly or indirectly) to the public;
Have tickets issued under a frequent flyer program or other commercial program by Aegean Airlines or a tour operator.
Denied Boarding
When Aegean Airlines 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 Aegean Airlines. Volunteers shall be assisted (see Reimbursement or Re-routing below), such assistance being additional to these benefits.
If an insufficient number of volunteers come forward to allow the remaining passengers with reservations to board the flight, Aegean Airlines may then deny boarding to passengers against their will. Under Regulation 261, “denied boarding” means a refusal to carry passengers on a flight, although they have presented themselves for boarding, under the conditions laid down (see Eligibility above), except where there are reasonable grounds to deny them boarding, such as reasons of health, safety, security or inadequate travel documentation.
If boarding is denied to passengers against their will, Aegean Airlines shall immediately compensate them (see Compensation below) and assist them (see Reimbursement or Re-routing and Right to Care below).
Cancellation
Where a flight operated by Aegean Airlines is cancelled, the passengers concerned shall:
Be offered assistance (see Reimbursement or Re-routing and Right to Care);
Have the right to compensation (see Compensation below), except where the flight is cancelled: at least two weeks before the scheduled time of departure; or between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than two hours before the schedule time of departure and to reach their final destination less than four hours after the scheduled time of arrival; or
less than seven days before the scheduled time of departure and are offered re-routing allowing them to depart no more than one hour before the scheduled time of departure and to reach theirfinal destination less than two hours after the scheduled time of arrival.
When passengers are informed of the cancellation, Aegean Airlines will give an explanation concerning possible alternative transport.
Delay
When Aegean Airlines reasonably expects a flight to be delayed beyond its scheduled time of departure: for two hours or more in the case of flights of 1500 kilometers or less; or
for three hours or more in the case of all intra-Community flights of more than 1500 kilometers and of all other flights between 1500 and 3500 kilometers; or
for four hours or more in the case of all flights not falling under (a) or (b),
The passengers shall be offered assistance in accordance with paragraphs “Right to Care” and “Reimbursement or Re-routing”. In addition, Passengers may be entitled to financial compensation as per paragraph “Compensation”, if the flight is delayed for more than 3 hours.
Right to Care
Where a flight is:
Cancelled
Boarding is denied against a passenger’s will; or
Delayed as per the paragraph “Delay”
Passengers shall be offered, free of charge:
Meals and refreshments in a reasonable relation to the waiting time;
Hotel accommodation (where a stay of one or more nights becomes necessary or where a stay additional to that intended by the passenger becomesnecessary);*
Transport between the airport and the place of accommodation (hotel or other)*;
Two telephone calls, telex or fax messages, or e-mails.
In cases of delay and cancellation (in the event of re-routing), hotel accommodation and transport is only applicable when the reasonably expected time of departure of the new flight is at least the day after the departure as planned for the delayed or cancelled flight.
Compensation
Aegean Airlines is not required to provide compensation if it can prove that the delay, the cancellation or the denied boarding is caused by extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken.
Such circumstances may, in particular, occur in cases of air traffic management decisions, political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings which are beyond the control of Aegean Airlines, strikes or other collective disputes outside Aegean Airlines that affect the operation of an operating carrier.
Where applicable, passengers shall receive compensation amounting to:
€250 for flights of 1500 km or less;
€400 for flights within the EU of more than 1500 km and for all other flights between 1500 km and 3500 km;
€600 for all flights not falling under either of these categories;
The compensation shall be paid in cash, by electronic bank transfer, bank orders or bank cheques or, with the signed agreement of the passenger, in travel vouchers and/ or other services.
Aegean Airlines may reduce by 50% the amount of compensation that it is required to pay to the passengers concerned, 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 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 not falling under either of these categories.
Reimbursement or Re-routing
Where applicable, passengers shall be offered the choice between:
Reimbursement within 7 days 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 for the part or parts of the journey already made if the flight is no longer serving any purpose in relation to the passenger’s original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or
Re-routing, under comparable transport conditions, to their final destination either at the earliest opportunity or at a later date at the passenger's convenience, subject to availability of seats.
Where a flight operated by Aegean Airlines is delayed for at least 5 hours beyond its scheduled time of departure, passengers shall be offered reimbursement (as stated above).
Persons with Reduced Mobility or Special Needs Where applicable, Aegean Airlines shall give priority to the needs of persons with reduced mobility and any persons or certified dogs accompanying them, as well as unaccompanied children. In cases of denied boarding, cancellation and delays of any length, persons with reduced mobility and any persons accompanying them, as well as unaccompanied children, shall have the right to care (see Right to Care above) as soon as possible.
Downgrading
If Aegean Airlines places a passenger in a class lower than that for which the ticket was purchased, Aegean it shall within 7 days reimburse the following percentages of the price of the ticket:
30% for all flights of 1500 km or less;
50% for all flights within the EU of more than 1500 km, except flights between the EU Territory of the Member States and the French overseas departments, and for all other flights between 1500 and 3500 km; or
75% for all flights not falling under either of these categories.
Making a Claim
This notice sets out the applicable rules for compensation and assistance under Regulation 261: it does not create any new rights. Regulation 261 is without prejudice to a passenger’s right to further compensation. If you are in any doubt as to your rights, you should take independent professional legal advice. If you wish to make a claim, please contact Aegean Airlines Customer Relations:
Via Aegean official website: www.aegeanair.com → Help & Contact → Contact Form NATIONAL ENFORCEMENT BODIES
If a passenger has a complaint about a flight operated by Aegean Airlines, that passenger may complain to the Civil Aviation Authority or any other competent body designated by a Member State, about an alleged infringement of Regulation 261 at any airport on the territory of a Member State or concerning any flight from a third country to an airport in that territory.
The body responsible for the enforcement of Regulation 261 in respect of flights from an airport in Greece and flights from a third country to an airport in Greece is the Hellenic Civil Aviation Authority, whose contact details are below:
Hellenic Civil Aviation Authority
Air Transport and International Affairs Division
Postal address: P. O. Box 70360, 166 10 Glyfada, Attica, GREECE
TELEPHONE: 210 8916000
E-MAIL: ypa@hcaa.gr, protocol@hcaa.gr
FAX: 210 8947101
SITE: http://www.ypa.gr
EU and other Countries: https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en Republic of North Macedonia
Civil Aviation Agency
Dame Gruev 1
1000 Skopje
Republic of North Macedonia
E-mail:passengerrights@caa.gov.mk
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