Forget easyJet, complain to the top
EU Air Passenger Rights
Help and further information
If you are affected by denied boarding, a cancellation or a long delay and the airline does not give you what you are entitled to, complain to the relevant national enforcement body. For its name and address, contact the Europe Direct freephone on 00 800 6 7 8 9 10 11 or send an e-mail to
[email protected]. Europe Direct can also give you details of organisations that advise or help with other complaints.
You may also inform the European Commission’s Energy and Transport DG, B-1049 Brussels, of the follow-up given to your complaint, by fax (32-2) 29-91015 or by e-mail to
[email protected].
Leaflets with the information on this poster and more details may be found at the information desk and on the Internet (
http://europa.eu.int/comm/transport/.../index_en.htm).
YOUR CONTRACT WITH AN AIRLINE SETS OUT OTHER RIGHTS AND OBLIGATIONS. ASK YOUR AIRLINE OR TRAVEL AGENCY FOR A COPY OF THESE.
Here is what easyJet are obligated to have provided:
Long delays
Immediate assistance
If you check in on time for any flight, including charters:
• from an EU airport, or
• to an EU airport from one outside the EU, when operated by an EU airline, and if the airline operating the flight expects a delay:
• of 2 hours or more, for flights of 1 500 km or less,
• of 3 hours or more, for longer flights within the EU, and for other flights
between 1 500 and 3 500 km,
• of 4 hours or more for flights over 3 500 km outside the EU,
the airline must give you meals and refreshments, hotel accommodation when
necessary (including transfers) and communication facilities.
When the delay is 5 hours or more, the airline must also offer to refund your
ticket (with a free flight back to your initial point of departure, when relevant).
If you do not receive these rights, complain immediately to the airline
operating the flight.
Later claims
When an EU airline is responsible for the delay of a flight anywhere in the
world, you may claim up to 4 150 SDR** for any resulting damages. If the airline does not agree with your claim, you may go to court.
You can claim from the airline with which you have a contract or from that actually operating the flight, if they are different.
I'd advise you to print out a copy of the flyer published by the EU which details this, and carry it with you every time you fly. Very useful to point to the relevant text if you are getting nowhere with the airline at the airport
EU Air Passenger Rights