Passenger rights in case of flight irregularities are delineated by the European Regulation EC261/2004, and the assistance options we offer in case of irregularities are in accordance with these provisions.

In case of schedule changes over three hours from the original time of departure, re-accommodations (on a flight departing with more than three hours over the initial schedule or a flight with a commercial stop) or flight cancellations you can request one of the following:

- free rescheduling on the same route or an alternative route in the same country

- refund of the unused flight segment or segments

Assistance options for flight disruptions can be requested once per event. Any subsequent requests will be treated as voluntary operations. 

For schedule changes under three hours, ticket changes or cancellation will be processed as a voluntary change and will be done according to the fare rules.

Momentarily the free of charge rescheduling, for major disruptions, is not available online so you will need to contact our Customer Support Team and request the booking amendment. The request should be sent using the Schedule irregularities- rescheduling requests section. Prior to the request you can check the flight availability online and inform us on the new desired date/route of travel. If a flight appears available for sale than you can request a free rebooking.

The request should be sent up to six hours before the scheduled departure time. Passengers who contact us after the flight has passed (after being declared no show) lose the right to any assistance related to that flight.

In case of major disruptions, you can request a refund for the unused segment/s.

In case of round-trip bookings, if only one flight is affected by a major change, you can cancel your entire trip and request a full refund, should you wish. To request a refund, you will need to contact our Customer Support Team using the Schedule irregularities- Refund requests section. The request should be submitted up to six hours before the scheduled departure time (the original flight time for cancelled flights).

We strongly recommend you tag your baggage, in addition to the baggage tag provided at check-in. Information such as name and phone number of the owner can be very helpful in case of baggage loss or swap.

After baggage pickup you should verify the baggage tag to ensure it is indeed your baggage and avoid any baggage swaps.

Any baggage damage or delay should be notified to the Lost &Found Department located in the Arrivals Terminal before leaving the airport. To report a baggage irregularity, you will need to present the baggage receipt (the sticker tag provided by the check-in agents in the airport of departure after baggage drop-off) so make sure you keep it until after landing and baggage pick-up.

After reporting the irregularity, you will receive a Property Irregularity Report (PIR). This document is the base of any further claim related to the case so please make sure you keep it /save it. Please be advised that we cannot process claims for irregularities that were not reported (that are not documented in a PIR).

For damaged baggage you will need to make an official claim using the contact form on our website (baggage claim) in up to 7 days from the PIR registration. Lost or delayed baggage claims must be submitted through our contact form (baggage claim) in up to 21 days from the PIR registration.