FAQ - Legislations & Passenger Rights

• Montreal Convention - This treaty, adopted by ICAO in 1999, defines the liability of airlines in cases of accidents, injuries and loss of baggage.
• For Europe: check out the European Commission Regulation on Denied Boarding, Cancellations and Delays

For Europe, EC Regulation No. 889/2002 requires European Community carriers to apply the provisions of the Montreal Convention. Many non-European Community carriers have elected to do so as well. The Montreal Convention states that destruction, loss of, or damage or delay to baggage is limited to 1,000 Special Drawing Rights (approximately EUR 1,200; US $1,470) per passenger in most cases.
For other countries, the Warsaw Convention system applies, with the following limits of liability: 17 Special Drawing Rights (approximately EUR 20; US $20) per kg for loss of or damage or delay to checked baggage, and 332 Special Drawing Rights (approximately EUR 400; US $400) for unchecked baggage.
However, for domestic travel wholly between US points, federal rules require any limit on a carrier’s baggage liability to be at least US $3000.00 per passenger, or the amount currently mandated by 14 CFR 254.5.
These are general guidelines and for clarification please contact the airline directly.

• IATA is not a regulatory body, and can therefore not intervene in service disputes or other commercial matters involving airlines or agents and their customers.
• For any issue, you need to approach the respective airline or agent directly. You will find their contacts on their respective websites.
• In case you need to escalate an issue related to aviation, you can approach the Civil Aviation Authorities of the country in which the airline is registered: Directory of Civil Aviation Authorities

The following organizations can advise you on how to proceed with handling your travel complaints:

• UK :
  • Air Transport Users Council
  • Association of British Travel Agents
• Switzerland: Office de Médiation en Suisse  
• USA : Aviation Consumer Protection Division 
• Canada: Canadian Transportation Agency 
• International: International Airline Passengers Association

• International Civil Aviation Organisation (UN Governing Authority)
• European Regions Airline Association
• European Low Fares Airline Association
• Association of Asia Pacific Airlines
• African Airlines Association