乘客权利

乘客权利(其他语言)

I. 有关航班和预订的信息

在向欧盟地区的旅行社咨询价格或预订航班时,每位乘客都有权获取中立而准确的信息。除非乘客另有要求,否则旅行社必须向其提供电脑预订系统中的中立信息,尤其是:按照以下顺序排列的不同出行方式:
  • 直达航班,
  • 中途停留但不更换飞机的航班,
  • 中转航班;
  • 所列的不同航空公司的所有票价。

    旅行社必须应乘客要求让其直接查看计算机系统所显示的信息,可以让乘客直接看屏幕或者将其打印出来。

如果机票是通过旅行社或直接通过航空公司预订的,则必须向乘客提供计算机系统中有关以下方面的所有信息:

  • 实际航空承运商的身份,非票面上的承运商;
  • 途中换乘飞机;
  • 中途停留;
  • 途中机场之间的换乘交通。

II. Notice on passenger rights in the event of long delay or cancellation of flights or denied boarding

This Notice is required by Regulation EC 261/2004 of the European Parliament and of the Council of the European Union

Applicability

The following rules shall apply:
  • in respect of flights departing from an airport in the EU, and flights operated by a Community air carrier departing from an airport in a third country to an airport in the EU (unless you received benefits or compensation and were given assistance in that third country);
  • on condition that you have a confirmed reservation on the flight concerned and present yourself for check-in at the time indicated;
  • regarding cancellations: in the event of the nonoperation of a flight which was previously planned to be operated and in which at least one place was reserved;
  • only to passengers travelling at a fare available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme;
  • where we are the operating carrier of the flight.

Delay

When we reasonably expect a flight to be delayed beyond its scheduled time of departure:

(a) for two hours or more in the case of flights of 1500 km or less; or
(b) for three hours or more in the case of flights between 1500 and 3500 km; or
(c) for four hours or more in the case of all flights exceeding 3500 km.

We will offer you free of charge:

  • meals and refreshments in a reasonable relation to the waiting time; and
  • facility to contact destination area via telex or fax messages, telephone or e-mail.
  • When the time of departure reasonably expected is at least the day after the time of departure previously announced, in addition to the assistance described above, we will offer you, depending on local availability:
  • hotel accommodation in cases where an unscheduled stay of one or more nights becomes necessary,
  • and transport between the airport and place of accommodation.
When the delay is at least five hours and you decide not to travel on the delayed flight, we will offer you: reimbursement of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan.

Flight Cancellations

If your flight is cancelled, we will offer you the following assistance:

I. A choice between:

(a) reimbursement of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan; or
(b) re-routing, under comparable transport conditions, to your final destination, at the earliest opportunity; or
(c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

II. In addition, we will offer you, free of charge:

  • meals and refreshments in a reasonable relation to the waiting time; and
  • facility to contact destination area via telex or fax messages, telephone or e-mail.
III. In the event of re-routing in connection with your cancelled flight, if the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, we will also offer you:

  • hotel accommodation in cases, where an unscheduled stay of one or more nights becomes necessary and
  • transport between the airport and place of accommodation.
IV. You are entitled to compensation amounting to:

(a) EUR 250 for all flights up to 1 500 kilometres;
(b) EUR 400 for all flights between 1 500 and 3 500 kilometres;
(c) EUR 600 for all flights of more than 3500 kilometres.

This compensation does not apply at all if:

  • you are informed of the cancellation at least two weeks before the scheduled time of departure or
  • you are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you todepart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival;or
  • you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no morethan one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival;or
  • if we can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
These amounts are reduced by 50 % where we offer re-routing that takes place no later than the times set out in the above paragraph entitled "Delay".  


Denied boarding resulting from overbooking

Denied boarding is a refusal by an airline to carry a passenger on a flight, even though the passenger has presented him or herself for boarding under the conditions mentioned above under the heading Applicability, except when there are reasonable grounds to deny boarding, such as reasons of health, safety, security or inadequate travel documentation.

Before we deny boarding for a flight we call for volunteers to surrender their reservations, in return for benefits under conditions to be agreed.

If an insufficient number of volunteers comes forward, and we deny boarding to you against your will, we will compensate you:

(a) EUR 250 for all flights of 1500 km or less;
(b) EUR 400 for all flights between 1500 and 3500 km;
(c) EUR 600 for all flights exceeding 3500 km.

When you are offered re-routing on an alternative flight and the arrival time of the re-routed flight does not exceed the scheduled arrival time of the flight originally booked as described above at section „Delay“ the compensation is reduced by 50%.

In determining the distance, the basis shall be the last destination at which the denial of boarding will delay your arrival after the scheduled time. The distances shall be measured by the great circle route method.

In addition, we will offer you the following:

I. A choice between:

(a) reimbursement of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan; or
(b) re-routing, under comparable transport conditions, to your final destination, at the earliest opportunity; or
(c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

II. And we will offer you, free of charge:

  • meals and refreshments in a reasonable relation to the waiting time, and
  • hotel accommodation in cases, where an unscheduled stay of one or more nights becomes necessary, and
  • transport between the airport and place of accommodation, and
  • facility to contact destination area via telex or fax messages, telephone or e-mail.
Downgrading

If we place you in a cabin class lower than that for which the ticket was purchased you are entitled to reimbursement to a certain percentage of the fare paid for the respective flight leg. This right does not apply to passengers travelling in a lower cabin class at their own convenience.

We will offer you a lump sum reimbursement, graded according flight distance. In case you will not accept this offer you may transmit your ticket for exact calculation to our refunds department. We kindly ask you to contact our nearest branch office.  


Mandatory information according Article 16 Regulation (EC) 261/2004 and Article 19 Regulation No. 542 The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (for all complaints regarding the regulations (EC) 261/2004 und (EC) 1107/2006) 


In case of any complaints regarding the enforcement of these regulations consumers may apply to: 
Agency for Passenger Rights (APF) 
http://www.apf.gv.at/en/passenger-complaints-plane.html  
T: +43 1 5050707 740
F: +43 1 5050707 180

III. 事故赔偿

如果发生事故(不论发生地点),乘坐欧盟航空公司的乘客将获取全额补偿,并且如果有紧急资金困难,还可获取预付款。
  • 对于乘客伤亡以及其他身体伤害,欧盟航空公司的经济赔偿责任无限制。即索赔金额无上限。
  • 航空公司必须在确定有权获赔人身份后 15 天内预付一定款项,以解决乘客的紧急资金困难。对于乘客死亡,预付款不得低于 15,000 特别提款权(约合 20,000 欧元)。
  • 为尽快解决不超过 100,000 特别提款权(约合 130,000 欧元)的低额索赔,只有在损失是由受伤或去世乘客的疏忽而引起的情况下,欧盟航空公司的赔偿责任才有限制或被免除。

IV. 团体旅游中的航空旅行

对于在欧盟境内购买的团体旅游或度假服务,相关航空乘客必须从组织者处获取准确的旅行信息。他们还享有合同履行方面的明确权利。
  • 除其他事项外,旅行手册必须清楚列明目的地、行程以及度假中使用的交通方式。旅行手册上的信息对组织者具有约束力。
  • 出发前,组织者必须提供以书面形式提供中途停站和换乘的时间和地点。
  • 消费者有权将自己的预订转让给他人。
  • 合同中的价格不可更改,除非相关条件明确规定。
  • 组织者应对未履行合同条款负责,因此,旅游或度假中的航班问题通常应直接向组织者提出。组织者将代表乘客与航空公司进行交涉。

执行乘客权利

上述乘客权利直接由欧盟法律或执行欧盟指令的国家法律规定。因此,航空公司、旅行社、旅游公司以及涉及到航空运输规定的所有其他企业都必须遵守这些法律。
  • 乘客首先要做的就是联系航空公司或团体旅游的组织者。
  • 如果乘客认为存在违法行为,则可以联系负责航空运输或消费者保护的相关国家机构(详细信息如下所示)。
  • 如果乘客因未遵守共同体法律的行为而遭受损失,则可以向国家法院发起个人诉讼。
  • 消费者组织和客运组织也可以提供建议或帮助。
  • 乘客也可以就投诉后续事宜通知欧盟委员会能源与交通总司(地址:Rue de la Loi/Wetstraat 200, B-1049 Brussels,传真:(32-2) 299 10 15,电子邮件:tren-aprights@cec.eu.int)。

V. 其他权利

航空运输受到向乘客授予特定权利的合同的制约。请向航空公司或旅行社索取合同副本。 根据国际协议,航空公司应对延误造成的损失负责,除非其证明已采取所有合理措施避免损失或者根本无法避免损失。航空公司也应对行李遗失或损坏承担责任。请向航空公司或旅行社咨询有关信息。