Customer care

If your fare is downgraded, you may be entitled to compensation under EU Regulation 261/2004. The amount of compensation depends on the distance of your flight.

All flights 1500 km or shorter:

• 30% of the price of the ticket.

All intra-Community flights* over 1500 km** or all other flights between 1500 and 3500 km:

• 50% of the price of the ticket.

All flights not covered by the above categories:

• 75% of the price of the ticket.

When are you not entitled to compensation?

• Note that EU Regulation 261/2004 does not apply to journeys that both originate and end outside of the EU, for example, a journey that begins in the USA or Canada and ends in the Faroe Islands or Greenland, even if there’s a transfer in Iceland.

_{*Intra-Community flights refer to flights within the European Union (EU) and also include countries that are part of the European Economic Area (EEA), such as Norway, Iceland, and Liechtenstein. This means that flights between these countries, as well as flights from these countries to the EU, are covered under the same passenger rights regulations. Additionally, flights from outside the EU and EEA to an EU or EEA member state are also protected if operated by an EU or EEA airline.}

_{**Except flights between the European territory of the Member States and the French overseas departments.}

A list of the relevant authorities responsible for ensuring the legal rights of passengers can be found underEuropa.eu.

EU regulation 261/2004 applies to journeys to the EU, Norway, Switzerland, or Iceland when you're flying with an airline based in one of those countries. It also applies to flights departing from those countries, regardless of the airline. It does not apply to trips that begin and end outside this area. For example, a journey that starts in the USA or Canada and ends in the Faroe Islands or Greenland, even with a transfer in Iceland, is not covered.