CANCELLATION OF FLIGHTS DEPARTING FROM EU AIRPORTS - Emirates
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CANCELLATION OF FLIGHTS DEPARTING FROM
EU AIRPORTS
This notice is required by EC Regulation 261/2004 of the European Parliament and of the Council of
the European Union dated 11 February 2004 and informs you of your rights should your flight be
cancelled.
If we cancel your flight, you will be entitled to certain Available Assistance and Benefits, provided that
you meet the Eligibility Criteria.
Eligibility Criteria
You will be entitled to the Available Assistance and Benefits described below if:
a) your flight is cancelled;
b) the cancelled flight was scheduled to be operated by us;
c) the cancelled flight was scheduled to depart from an airport in the EU;
d) you hold a confirmed reservation for the cancelled flight;
e) you have met the applicable check-in deadline for the cancelled flight (unless we notify you of
the cancellation before such deadline);
f) you are not travelling free of any charge or at a reduced fare not available directly or indirectly
to the public; and
g) you are not, or would not have been, precluded from boarding the cancelled flight by reason of
application of our conditions of carriage or for other reasonable grounds such as, but not limited
to, reasons of health, safety or security, or inadequate travel documentation.
Travelling pursuant to a frequent flyer programme or as part of a package holiday will not be treated
as travelling free of any charge for the purposes of this notice.
Available Assistance and Benefits
If you meet the Eligibility Criteria, you may be entitled to the following benefits:
Re-routing/Reimbursement
You may choose one of the following three options:
a) Option 1 - we will reimburse the fare paid for your ticket for the part of carriage not used, and
for those parts of the carriage used if, as a result of the cancellation, the cancelled flight no
longer serves any purpose in relation to your original travel plans, and, when relevant, we will
carry you to the first point of departure in your contract of carriage on the earliest flight with
suitable space available; or
1b) Option 2 - we will re-route you under comparable transport conditions at the earliest
opportunity to your final destination airport (or to an another airport serving the same town,
city or region, in which event we will provide you with surface transport to your final destination
airport or another close by destination agreed between us); or
c) Option 3 - we will re-route you under comparable transport conditions at a later date at your
convenience, subject to availability of suitable space, to your final destination airport (or to an
another airport serving the same town, city or region, in which event we will provide you with
surface transport to your final destination airport or another close by destination agreed
between us).
If you notify us that you wish to exercise Option 1 or 3 above, any right to Available Assistance will
cease from receipt by us of such notification.
Reimbursement as mentioned in Option 1 above is due within seven days. Payment is subject to
completion of all reasonably necessary formalities such as, but not limited to, satisfactory
identification of the party entitled to the reimbursement and return of unused tickets/coupons.
The right to reimbursement will also apply if your flight forms part of a package, except where such
right arises under Directive 90/314/EC.
Available Assistance
a) Meals and refreshments in reasonable relation to waiting time together with two telephone
calls, telexes, faxes or e-mails.
b) Accommodation, if a stay of one or more nights, or a stay additional to that intended by you,
becomes necessary when the reasonably expected time of departure of the new flight is one
day or more later than the scheduled departure date of your cancelled flight, you will be entitled
to hotel accommodation and surface transport between the airport and such accommodation.
Provision of the assistance described above will be free of charge. You will be entitled to such
assistance only to the extent that we reasonably expect its provision would not cause delay.
Compensation
You may be entitled to payment of compensation as a result of the cancellation of your flight. No
compensation is awardable if:
a) the cancellation was caused by extraordinary circumstances, despite reasonable measures
taken by us to avoid them. Examples of such circumstances include, but are not limited to, cases
of political instability, weather conditions including volcanic ash incompatible with operation of
the aircraft, security risks, strikes which affect flight operations, and air traffic control or air
traffic management decisions concerning your flight; or
b) you have been informed of the cancellation at least two weeks before the scheduled time of
departure of your flight; or
c) you have been informed of the cancellation between two weeks and seven days before the
scheduled time of departure of your flight and have been offered re-routing on a flight which
allows you to depart no more than two hours earlier than the scheduled time of your cancelled
flight and allows you to reach your final destination no less than four hours after the scheduled
time of arrival of your cancelled flight; or
2d) you have been informed of the cancellation less than seven days before the scheduled time of
departure of your flight and have been offered re-routing on a flight which allows you to depart
no more than one hour earlier than the scheduled time of your cancelled flight and allows you
to reach your final destination no less than two hours after the scheduled time of arrival of your
cancelled flight.
The levels of compensation are specified as follows:
a) EUR 250 for flights of 1500 km or less;
b) EUR 400 for flights within the EU of more than 1500 km and for all other flights between
1500km and 3500 km; or
c) EUR 600 for all other flights.
Compensation will be reduced by 50% if any re-routing offered to your final destination results in a
scheduled arrival time which does not exceed the scheduled arrival time of the cancelled flight by:
a) Two hours for flights of 1500 km or less;
b) Three hours for all flights within the EU of more than 1500 km and for all other flights
between 1500km and 3500 km; or
c) Four hours for all other flights.
Downgrading
If, whether as a result of cancellation or for any other reason such as, but not limited to, substitution
of an aircraft with a smaller passenger cabin, you are placed in a class lower than that for which your
ticket was purchased while you are being re-routed, you will be entitled to reimbursement as follows:
a) 50% of the applicable fare for flights between 1,500 to 3,500 kilometres; or
b) 75% of the applicable fare for flights of more than 3,500 kilometres
for the part or parts of the journey that you were placed in that lower class.
General
Each EU Member State has designated a body responsible for enforcement of EC Regulation 261/2004
(see overleaf).
This notice does not give you any additional contractual rights.
You can contact directly our customer relation department through our web site
www.emirates.com/feedback to make a claim.
Alternatively through email to: customer.affairs@emirates.com
3Designated National Enforcement Bodies
Member State Organisation Contact Details
Austria Agentur für Passagier- und Fahrgastrechte (apf) Tel: +43 1 5050 707 700
Linke Wienzeile 4/1/6 AT - 1060 Wien Fax: +43 1 5050707 180
www.passagier.at
Belgium SPF Mobilité & Transport Tel : + 32 2 277 44 00
Direction générale Transport aérien Fax : + 32 2 277 40 73
Cellule Stratégique - Droits des passagers City Atrium passenger.rights@mobilit.fgov.be
(6èmeétage - locker PAX) www.mobilit.belgium.be
Rue du Progrès 56
BE - 1210 Bruxelles
FOD Mobiliteit & Vervoer
Directoraat-generaal Luchtvaart Strategische Cel -
Passagiersrechten
City Atrium (6de verdieping - locker: PAX)
Vooruitgangstraat 56 BE - 1210 Brussel
Bulgaria Ministry of Transport, Information Technologies and Tel. : +359 2 937 10 47
Communications, Fax : +359 2 980 53 37 caa@caa.bg
Directorate General, Civil Aviation Administration 9,
Dyakon Ignatii Str.
BG – 1000 SOFIA
Croatia Croatian Civil Aviation Agency Tel. : +385 1 2369 300
Ulica grada Vukovara 284 Fax: + 385 1 2369 301
HR - 10000 ZAGREB passenger.rights@ccaa.hr
www.ccaa.hr
Cyprus Department of Civil Aviation Tel. : +357 22 404 119
27 Pindarou Street Fax : +357 22 766552
ALPHA Business Centre passengerrights@dca.mcw.gov.cy
CY - 1060 NICOSIA
Czech Republic Civil Aviation Authority Tel.: +420 225 422 726 Fax: +420
Airport Ruzyně 220 561 823 caa@caa.cz
CZ - 160 08 PRAHA 6
Denmark The Danish Transport and Construction Agency Tel. : +45 7221 8800
Edvard Thomsens Vej 14 Fax : +45 7262 6790
DK-2300 Copenhagen S info@tbst.dk www.tbst.dk
Estonia Tarbijakaitseamet Tel. : +372 6201700
(Consumer Protection Board) Fax : +372 6201701
Rahukohtu 2 info@tka.riik.ee
EE - 10130 TALLINN www.tka.riik.ee
4Finland Complaints from private consumers: Tel. : +358 29 56 65200 Fax : +358
Consumer Disputes Board 29 56 65249 kril@oikeus.fi
P.O. Box 306 www.kuluttajariita.fi Tel.: +358 29
FI - 00531 HELSINKI 534 5000 Fax.: +358 29 534 5095
kirjaamo@trafi.fi www.trafi.fi Tel. :
Complaints from business travellers: +358 29 505 3000 Fax : +358 29
Finnish Transport Safety Agency 876 4398 kirjaamo@kkv.fi
P.O. Box 320 www.kkv.fi
FI – 00101 HELSINKI
Supervision of the interests of consumers on a
collective level (no handling of individual cases):
Competition and Consumer Authority
Haapaniemenkatu 4 A, Box 5
FI - 00531 HELSINKI
France Direction générale de l'aviation civile (DGAC) Tel : +33 1 58 09 43 21
Direction du transport aérien www.developpement-
Mission du Droit des passagers durable.gouv.fr
Bureau des passagers aériens
50 rue Henry Farman
FR- 75720 PARIS cedex 15
Germany Luftfahrt-Bundesamt (LBA) Tel.: +49 531 2355 115
DE - 38144 Braunschweig Fax: +49 531 2355 9099
fluggastrechte@lba.de
http://www.lba.de
Greece Hellenic Civil Aviation Authority Tel. : +30 210 891.6150
Air Transport and International Affairs Div Fax : +30 210 891.6193 +30 210
Air Transport Economics Section 894 7132
D1/D P.O.B. 73751 EL - 16604 d1d@hcaa.gr
HELLINIKO http://www.ypa.gr/en/passenger-
rights/
Hungary Passenger complaints Tel.: +36 1 459 4800
Ministry of National Development Fax: +36 1 210 4677
Consumer Protection Strategy Department www.nfh.hu
Address: H-1011 Budapest, Fő utca 44-50. fogyasztovedelem@nfin.gov.hu
Postal address: H-1440 Budapest, Pf. 1.
Enforcement Tel.: +36 1 296 9502
Ministry of National Development Fax.: +36 1 296 8808
Aviation Risk Assessment Department aviation.risk@nfm.gov.hu
Address: H-1011 Budapest, Fő utca 44-50.
Postal address: H-1440 Budapest, Pf. 1.
Ireland Commission for Aviation Regulation Tel. : +353-(0) 1-6611700
3rd Floor Fax : +353-(0) 1-6611269 (General)
Alexandra House apr@aviationreg.ie
Earlsfort Terrace www.aviationreg.ie
IE - DUBLIN 2
5Italy L’Ente Nazionale per l’Aviazione Civile Tel. : +39 06 44596 1
Viale del Castro Pretorio, 118 Fax : +39 06 44596 493
IT - 00185 ROME cartadiritti@enac.gov.it
http://www.enac.gov.it
Latvia Consumer Rights Protection Centre (CRPC) Tel. : +371 67388624
Brivibas street 55 Fax : +371 67388634
LV-1010, RIGA ptac@ptac.gov.lv www.ptac.gov.lv
Lithuania Civil Aviation Administration Tel. : +370 5 2739038 Fax : +370 5
Rodūnės kelias 2 2739237
LT - 02188 VILNIUS
Luxembourg Ministère de l'Économie Tel. : +352 247 84159
Direction du Marché intérieur et de la +352 247 84334
Consommation Fax : +352 22 16 07
19 - 21, boulevard Royal passagersaeriens@eco.etat.lu
L - 2449 LUXEMBOURG
Malta Malta Competition and Consumer Affairs Authority Tel. : +356 2395 2000
Mizzi House, National Road Blata l-Bajda, Hamrun Fax: +356 2124 2406
HMR 9010 airpassengerrights.ccd@gov.mt
www.consumer.gov.mt
The Netherlands Inspectie Leefomgeving en Transport Tel. : +31 884 890 000
Human Environment and Transport Inspectorate Fax : +31 704 5630 13
Postbus 575 NL - 2130 AN HOOFDDORP www.ILenT.nl
Poland Passenger complaints Tel.: +48 (22) 520 74 84
Commission on Passengers' Rights Fax: +48 (22) 520 73 47
ul. Marcina Flisa 2 www.ulc.gov.pl kopp@ulc.gov.pl
PL – 02-247 WARSZAWA
Enforcement Tel.: +48 (22) 520 72 00
Civil Aviation Office Fax : +48 (22) 520 73 00
ul. Marcina Flisa 2 www.ulc.gov.pl
PL - 02-247 WARSZAWA kancelaria@ulc.gov.pl
Portugal Autoridade Nacional da Aviação Civil (ANAC) Tel. : +351 (21) 842-3500
Rua B, Edifícios 4, 5 e 6 Aeroporto Humberto Fax : +351 (21) 847-3585
Delgado PT - 1749-034 LISBOA dre.pdc@anac.pt www.anac.pt
Romania National Authority for Consumer Protection 72, Blvd Tel. : +4021 312 1275
Aviatorilor RO - 011865, Sector 1, BUCHAREST Fax : +4021 314 3462 www.anpc.ro
Slovakia Slovenská obchodná inšpekcia Tel. : +421 2 58 272 103
(Slovak Trade Inspectorate) +421 2 58 272 140
ústredný inšpektorát (Central Inspectorate) Fax : +421 2 53414 996
Prievozská 32 helena.molekova@soi.sk
SK - 827 99 BRATISLAVA 27
6Slovenia Slovenia Civil Aviation Agency Tel.: +386 (0) 1 266 66 00 Fax :
Kotnikova 19A +386 (0) 1 266 66 99 info@caa.si
SI - 1000 LJUBLJANA
Spain Agencia Estatal de Seguridad Aérea División de Tel.: + 34 91 396 82 10
Calidad y Protección al Usuario Avda. General Perón http://www.seguridadaerea.es
40, Acceso B, (Recepción planta 1ª) 28020
MADRID
Sweden Passenger complaints: National Board for Consumer Tel.: +46 8 508 860 00
Disputes (ARN) Box 174 SE - 10123 STOCKHOLM Fax: +46 8 508 860 01 arn@arn.se
www.arn.se
Consumer Protection Agency Visiting address:
Lagergrens Gata 8 Postal address: Box 48, SE - 651 Tel. : +46 77 14 23 300
02 KARLSTAD Fax : +46 54 - 19 41 95
konsumentverket@konsumentverk
et.se www.konsumentverket.se
United Kingdom Passenger Complaints Unit Tel: +44 20 7453 6888
Civil Aviation Authority Fax: +44 20 7240 7071
CAA House 45-59 Kingsway passengercomplaints@caa.co.uk
London WC2B 6TE
Other Countries Organisation Contact Details
Iceland Icelandic Transport Authority Tel: + 354 480 6000
Samgöngustofa consumers@icetra.is www.icetra.is
P.O. Box 470
202 Kópavogur
Norway Passenger complaints: Tel.: + 47 22 54 60 00
Norsk ReiselivsForum Fax: + 47 22 54 60 01
Transportklagenemnda post@reiselivsforum.no
(Dispute Resolution Board) www.transportklagenemnda.no
Øvre Slottsgate 18-20
NO - 0157 OSLO
Switzerland Federal Office of Civil Aviation Tel. : +41 58 465 95 96
FOCA Passenger rights Fax : +41 58 465 90 60
CH - 3003 Berne passengerrights@bazl.admin
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