Passengers’ rights

The European Union has established passengers’ rights regarding airline companies and works to promote them. These are the main rights passengers are entitled to.

Flight and booking information

When you check about a flight or make a booking through a travel agency in the European Union, all passengers are entitled to receive neutral and accurate information:

Unless a passengers requests otherwise, a travel agency should provide them with neutral information on the basis of the computerised booking system, in particular regarding:

  • The different options available to make a trip in the following order:
    • - non-stop flights.
    • - flights with intermediate stops, but without a change of aircraft.
    • - connecting flights.
  • All the fares available from different airlines, as displayed.

A travel agent must give passengers direct access to the information shown by the computer system if they request it, either by allowing them to see the screen or by printing it out.

If the ticket is booked through a travel agent or directly with an airline, they must pass on to the passenger all information available in the computer system about:

  • the identity of the air carrier which will actually provide the service, as opposed to the carrier mentioned on the ticket.
  • Changes of aircraft during the journey.
  • Stops en route during the journey.
  • Transfers between airports during the journey.

More information

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Denied boarding (General considerations)
Compensation and periods affecting baggage incidents