Publication
Air passenger rights in the European Union
Published on
Last updated on
Published on
Last updated on
Under EU and Irish law, you have certain rights when travelling by air with European airlines. All European airlines, travel agents, tour operators and businesses providing air transport services must observe your rights.
This means that you have specific rights in relation to the following:
Under the terms of the Withdrawal Agreement, these rights will remain in place for Irish passengers travelling to and from the UK until 31 December 2020.
You have the right to neutral and accurate information when booking a flight through a travel agent. In other words, your travel agent must supply you with objective information (for example information that does not favour one airline over another or selective information about availability). If a travel agent is using an online reservation system, they should remain impartial until you suggest a preference or give the travel agent an option.
This means your travel agent must supply information on all of the following options (in this order):
Your travel agent must give you access to the information shown on their computer (if you request this), either by showing you the screen or by providing a print out. Also, airlines must provide all information to the booking system, so that it can be seen by you and your travel agent.
When you book your ticket, your travel agent must pass on all of the information available including:
If the flight is overbooked and you are told you cannot board the aircraft, you will be entitled to compensation under EU law.
However, this only applies if:
If you are travelling by air as part of a package holiday (or tour) purchased in the EU, you must receive clear and accurate information from the booking agent about your trip. Read more about your rights including information about brochures, transfers, price stipulations and complaints.
Airlines and tour operators cannot refuse to carry passengers (or take bookings), on the basis of reduced mobility. However this only applies to flights from airports in the EU. Under Regulation (EC) No 1107/2006, a reservation or boarding can only be refused for justified safety reasons. This also includes if the boarding or transport of a person with a disability or reduced mobility is physically impossible, either due to the size of the aircraft or its doors. If a person is refused a reservation, an acceptable alternative must be offered. If boarding is refused, the person must be offered either a refund or an alternative flight. Airport authorities must provide assistance without extra cost to the person concerned, but it may levy a charge on all passengers.
Other provisions under this Regulation include the following:
More information is available from flightrights.ie, provided by the Commission for Aviation Regulation.
Passengers who book flights in the EU have the right to know about any of their personal details which are being held or stored. They have a right to know what this information is to be used for and who is in control of this information. When your travel agent is making an online reservation on your behalf, they must tell you why the information is necessary, how long it is being stored for, which staff member is dealing with your booking and how to contact the organisation. Anybody who requests this information must be given free access to their personal details that are being stored. The Data Protection Commission has been established to uphold your rights to your personal information.
There is no financial limit on the liability of an EU airline for damages sustained in the event of death, wounding or any other bodily injury. For damages up to 113,100 Special Drawing Rights (SDRs), the airline cannot contest claims for compensation.
Special Drawing Rights (SDR) are a mix of currency values established by the International Monetary Fund (IMF). The current value of an SDR in Euro is available on the IMF's website. The liability limits are reviewed every 5 years.
The air passenger rights explained in this document have been set down either directly in EU law or in Irish law that has been introduced to bring EU legislation into effect. Airlines, travel agents, tour operators and all other businesses involved in providing air transport services must observe them. You should make sure you are fully aware of your rights in the event of travel disruptions and disputes.
If you feel your rights have not been respected and you have not received the level of treatment or compensation to which you are entitled, you should contact the Commission for Aviation Regulation, the Aviation Regulation Division at this department or the Competition and Consumer Protection Commission (CCPC) and make a complaint. You can also contact the Directorate-General for Transport and Energy of the European Commission.