EU Regulation on passenger disruption

A new EU legislation comes into effect on February 17, 2005 setting down rules for how and when airlines, including British Airways*, must compensate and offer assistance to disrupted passengers.

The legislation applies to all passengers departing from the EU, and all passengers on flights into the EU on EU carriers.

Four different disruption scenarios are covered by the new legislation:

• Cancelled flights
• Long delays
• Denied boarding
• Downgrades

Remedies for disruption have been specified in the legislation, namely:

• Notifying the passenger of their rights under the new legislation
• Offering a re-route or a refund/re-imbursement
• Providing care at the airport
• Offering Compensation – in the case of denied boarding, downgrades and, where applicable, cancellations

The exact remedies to be offered under the legislation depend upon the circumstances of the disruption.

Attached you find a prompt card including a summary of the new EU legislation plus questions & answers and the Notification of rights (NOR) for the passengers:

Prompt card

Notification of rights (English)

The Notification of rights are available in more languages:

NOR French version

NOR German version

NOR Italian version

NOR Spanish version

* Including BA Connect, and flights operated under BA code by British Airways franchise partners: Loganair, GB Airways, British Mediterranean and Sun-Air of Scandinavia A/s (on whose behalf British Airways is providing this information)