EU Regulation 261/2004

EU Regulation 261/2004 is aimed at passengers departing from the EU and also passengers on flights into the EU on EU carriers. It covers how and when airlines must compensate and offer assistance to disrupted passengers. It applies to:

• flight cancellations
• lengthy delays
• denied boarding
• downgrading

What you need to do:

1. Issue a Notification of Rights to passengers in writing
2. Inform passengers of cancellation and reroute options we offer (if applicable). Note down when contact is made with the passenger
3. Submit an Refund Request form to us and don't process the refund yourself

Claiming compensation

1. Compensation claims for cancelled flights will be handled and paid by our Customer Relations department
2. Denied boarding compensation will be handled and paid out at the airport
3. For ticket refunds and reimbursements, customers will need to contact the office where their ticket was purchased

Information advising passengers of their rights under the EU Regulation 261/2004 and information on how to claim compensation, refund or reimbursement can be found at our ticket desks.

Flight Cancellation or Change of Conditions: Notification of Rights under Israel Aviation Services Law

If you've been on a flight departing from or flying to Israel and you've been denied boarding or your flight is cancelled, delayed or brought forward, you may be entitled to benefits under the Israel Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change of Conditions), 2012.

Requirements for EU Regulation 261/2004

Point of sale

1. Issue a Notification of Rights with tickets you issue
2. Ensure you have contact details for passengers in the event of any schedule changes
3. Enter the ticket number into the PNR at time of ticketing

GDS notification of a cancellation

We will notify you of cancellations via your GDS. 'UN' will identify the cancelled flight in the PNR. If the cancellation is within 48 hours of departure, we will not notify you in your GDS.

If we have informed you of flight cancellation at least 14 days before the scheduled date of departure, please notify passenger of the cancellation as quickly as possible and at least 14 days before the scheduled departure date of the cancelled flight.

If we have informed you of a flight cancellation within 14 days before the scheduled date of departure, please notify passenger of the cancellation as quickly as possible and at least within 4 days of notification of cancellation via the GDS.

If we have added a re-routing in the PNR, make sure the passenger is aware of this, even if you have an alternative you would like to offer as well. If there is no re-routing in the PNR from us, please rebook the passenger yourself following our commercial policy.

For Sun-Air flights, please advise customers to send claims by email to cr@sunair.dk.

Keep notes of contact you have with passengers for your reference as we may require proof that you have informed the passenger of the cancellation if a passenger states otherwise.

Issue a Notification of Rights if you hadn't already at the point of sale.

Requesting a refund with no alternative re-routes

If a passenger requests a refund only, against either an unused or part flown ticket, follow the refund policy on our commercial policy. This allows you to process a refund against a refundable/non-refundable ticket.

If the passenger has a part flown ticket, but the journey no longer has purpose (eg due to cancellation or delays of at least 5 hours of their connecting British Airways flight, or they have been denied boarding onto their connecting British Airways flight) they may be entitled to a reimbursement for the flown sector of their journey as well as a refund for the unflown sectors.

If the passenger has a valid reimbursement claim for the flown part of their journey, please do NOT action any part of the refund but complete a Refund Request form with full details of the claim and email supporting documents (unused coupons and a passenger letter stating why their journey no longer served any purpose) to supportingdocs.trade@ba.com. The refund will be processed within 7 days for the full cost of their ticket.

Claiming compensation for cancellations of British Airways operated flights

You cannot make a claim on behalf of a passenger. To make a claim, passengers should apply in writing to British Airways Customer Relations, EU Compensation Claims, PO Box 5619 (S506) Sudbury, Suffolk, CO10 2PG. This excludes flights operated by Sun-Air and customers wishing to make a claim should email cr@sunair.dk.

Note: this covers compensation in the event of cancellation only. There is no compensation payable in the event of a delay. Compensation for denied boarding is issued at the airport.