We all know how frustrating it can be when something goes wrong with your flight. The complexity and inconsistency in passenger rights does not make it easier. We have been campaigning for all governments to apply the same core principles on passenger rights, that have been endorsed by the International Civil Aviation Organization (ICAO).
These include the right to care and assistance in the case of delays and rerouting, and to refunds or other compensation in the case of cancellations, where the circumstances are within an airline’s control. It would be unfair, for example, to hold airlines financially accountable for delays related to air traffic control, poor weather, or airport employees strikes, that may cause flight disruptions and cancellations.
Find out more below about what you can do in case of travel disruption or issues with an airline or travel agent.
Frequently Asked Questions
While we serve the airline industry, we are not a regulatory body, and cannot intervene in service disputes or other commercial matters involving airlines or agents and their customers.
For any issue, we recommend approaching the customer service of the respective airline or agent directly.
The "Conditions of Contract and Other Important Information" details airline liability with regard to passenger death or bodily injury, loss of or damage to baggage, and for delay.
It also defines passenger rights and obligations for denied boarding, check-in times, baggage and the transport of dangerous goods. There may be some regional adaptation of the ticket notice.
Please check out the ticket notice applicable to the country of departure indicated on your ticket:
The organizations listed below can provide advice on how to proceed with travel complaints, but there may be others specific to your region or country. Your
national Civil Aviation Authority may be of help.
If you wish to escalate an issue related to any aspect of air travel, contact the Civil Aviation Authorities of the country in which the airline is registered.
Directory of Civil Aviation Authorities
Unfortunately, there are no harmonized regulations. Please refer to what the different airlines offer.
To get a clearer explanation on why passenger rights are so complex and what we are doing to make it less difficult for you and the airlines, listen to our colleague Chaitan Jain, Assistant Director, External Affairs, in this
4 min podcast.
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