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Air passenger rights – What you need to know

Whenever you travel by plane you need to know the air passenger rights, your rights. The right to travel in safety and comfort is protected by the European Union. As a result, passengers enjoy more reliable and better quality air passenger services.

Non discrimination

You are protected against discrimination based on your nationality, place of residence or disability when you buy a ticket or during travel.

 

Disabled persons and persons with reduced mobility

Under EU legislation, if you’re disabled or jave reduced mobility you’re protected from discrimination during reservation and boarding. Carriers or their agents can only refuse to take you on board if it’s physically impossible given the size of the aircraft or its doors, or doing so would breach established safety requirements.

If you’re refused boarding for these reasons, you’re entitled to either reimbursement or re-routing. The carrier may require you to be accompanied by someone who can provide you with assistance. In this case the Commission recommends that the seat be offered for free or at a significantly discounted rate. You have the right to assistance at no additional cost at al EU airports when boarding or leaving an aircraft, and during the flight. We recommend you inform the airport of your needs (e.g. that a guide dog needs to travel with you) at least 48 hours before departure if you can. Where no notification is given, assistants should make all reasonable efforts to provide the requested assistance.

 

Information rights

When you purchase a ticket for flights departing from EU airports, you should be informed about the applicable terms and conditions. The final price should be indicated at all times and broken down to include the air fare, and any applicable taxes, fees or charges with are unavoidable and foreseeable at the time of publication. Optional elements should be offered on an \”opt-in\” basis. Airlines must inform you of your rights both on departure and at appropriate stages of your journey. You must also be informed in advance which ariline is operating your flight. Unsafe airlines are banned from operating within the EU.

 

Assistance in case of denied boarding, delay or cancellation

You may be entitled to assistance such as meals and refreshments, access to communication, acccommodation (if necessary) and transport to and from the place of accommodation if you’re denied boarding or your flight is cancelled at short notice. In the event of a long delay, assistance will be available after:

→ two hours or more for flights of 1,500 km or less

→ three hours or more for longer flights within the European Union or for other flights between 1,500 and 3,500 km

→ four hours or more for flights of over 3,500 km outside the European Union.

 

Visit the website at europa.eu/youreurope/travel , download the passenger rights app or call Europe Direct on 00 800 6 7 8 9 10 11* .

European Consumer Centres are also there to help you: ec.europa.eu/consumers/ecc/

* Certain telephone operators may deny or charge for access to 00 800 numbers

Re-routing or reimbursement in the case of denied boarding or cancellation

In the event of denied boarding or cancellation you will be given the choice between re-routing and a refund of the ticket price. Re-routing should be offered under comparable transport conditions to your final destination at the earliest opportunity or rebooking at a later date at your convenience at no additional cost. Alternatively, a refund of the ticket price should be offered and, where relevant, a free journey back to the point where you started your journey at the earliest opportunity (this applies also to long delay at departure in excess of five hours). The airline has no further obligation of care once you have accepted a refund.

 

Compensation

You may be entitled to compensation of between 125 € and 600 € depending the distance of your flight and the delay in arrival to your destination. You’re entitled to compensation unless you were informed of the cancellation at least 14 days before the flight, you were re-routed close to your original times, or if the airline can prove that the cancellation was caused by extraordinary circumstances.

 

Liability towards the passenger and luggage

Subjest to certain criteria and limitations, airlines can be held liable for injury or death resulting from an accident. You may also be entitled to compensation for loss, delay or damage to luggage (including mobility equipment). You must lodge a claim to the airline within seven days of receiving your lugagge if it’s damaged, and within 21 days if it’s delayed.

 

Not satisfied with how your rights have been applied?
  1. First contact the ariline or, for issues related to persons with reduced mobility, the airport.
  2. Briefly summarise your complaint – do not forget to provide dates, booking references, details of anyone you may have spoken to and copies of any relevant documentation.
  3. Remember to keep a copy of your documents and to allow a reasonable period for investigation.

If you are not satisfied with their response, you can lodge a complaint with one of the National Enforcement Bodies listed below. Where possible complaints should be filed in the country where the incident took place.



Austria
Agentur für Passagier- und Fahrgastrechte
Linke Wienzeile 4/1/6
1060 Wien, Austria
Tel.: +43 1 5050 707 700
www.passagier.at
e-mail: schiff@apf.gv.at

Belgium
Service Public Fédéral Mobilité et Transports, Direction Générale Transport maritime
Federale Overheidsdienst Mobiliteit en Vervoer, Directoraat-generaal Maritiem
Vervoer
Tel. +32 2 277 35 01
e-mail:
waterborne.passengerrights@mobilit.fgov.be
http://www.mobilit.belgium.be/fr/navigation/droitspassagers/
www.mobilit.belgium.be/nl/scheepvaart/passagiersrechten/

Bulgaria
Complaints against carriers and port operators
Bulgarian Maritime Administration
Executive Agency
9 Dyakon Ignatiy Street, Sofia 1000,
Bulgaria

Tel: (+359 2) 930 0910
Fax: (+359 2) 930 0920
e-mail: bma@marad.bg

Complaints against tour operators and travel agents
Ministry of Economy, Energy and Tourism
8 Slavyanska Street, Sofia 1000
Tel: (exchange): (+359 2) 940 7001
Fax: (+359 2) 987 2190; (+359 2) 981 9970
e-mail: e-docs@mee.government.bg

Croatia
Coastal Liner Services Agency (CLSA)
Agencija za obalni linijski pomorski promet
Ulica grada Antofagaste 6,
21000 Split, Croatia
Tel: +385 21 / 329 370
Fax: +385 21 / 329 379
e-mail: info@agencija-zolpp.hr
www.agencija-zolpp.hr

Cyprus
Department of Merchant Shipping of the Republic of Cyprus
(Unit ‘Rights of Passengers Travelling by Sea’)
Killinis, Mesa Geitonia 4007, Limassol,
Postal address: P.O. Box 56193, 3305 Limassol
Telephone: +357 25 848100
Fax: +357 25 848200
e-mail: passengerrights@dms.mcw.gov.cy
Website: www.shipping.gov.cy

Czech Republic
National Navigation Authority of the Czech Republic
Tel: +420 234 637 111
Fax: +420 283 871 514
e-mail: reditelstvi@plavebniurad.cz
www.spspraha.cz

Denmark
Complaints against carriers and complaints that are not handled by other national authorities:
The Danish Maritime Authority/Søfartsstyrelsen

Tel.: +45 9137 6000
Fax: +45 9137 6001
e-mail: jus@dma.dk
www.dma.dk/Policy/Sider/PassengerRights.aspx

Complaints against terminal operators: 
The Danish Transport Authority/Trafikstyrelsen

Tel.: +45 7221 8800
Fax: +45 7262 6790
e-mail: info@trafikstyrelsen.dk
www.trafikstyrelsen.dk

Complaints of an economic nature regarding tickets of ecreta. EUR 100 or more
The Danish Consumer Complaints Board/Forbrugerklagenævnets ecretariat
(Konkurrence- og Forbrugerstyrelsen)
Tel.: +45 4171 5000
Fax: +45 4171 5100
e-mail: kfst@kfst.dk
www.kfst.dk

Estonia
Consumer Protection Board
Tarbijakaitseamet
Rahukohtu 2
10130 Tallinn, Estonia
Tel: +372 6201700
Fax: +372 6201701
e-mail: info@tarbijakaitseamet.ee
www.tarbijakaitseamet.ee

Finland
Complaints from private consumers:
Consumer Disputes Board
P.O. Box 306 FIN-00531 Helsinki 

tel. +358 29 566 5200
e-mail: kril@oikeus.fi
www.kuluttajariita.fi

Complaints from business travelers
and PRM-matters:
Finnish Transport Safety Agency
P.O Box 320
FIN-00101 Helsinki

Tel. +358 29 534 5000
e-mail: kirjaamo@trafi.fi
www.trafi.fi

Supervision of the interests of
consumers on a collective level (no
handling of individual cases):
Consumer Ombudsman / Competition and Consumer Authority
Postal address: P.O.B. 5, FIN-00531
Helsinki
Visiting address: Siltasaarenkatu 12 A, 00530 Helsinki
Exchange: +358 29 505 3000
e-mail: kirjaamo@kkv.fi
www.kkv.fi

France
Ministère de l’économie et des finances
Direction Générale de la Concurrence,
de la Consommation et de la Répression des Fraudes (DGCCRF)
Paris Bercy, France
Tel. + 33 1 44 97 31 26
e-mail: 6D@dgccrf.finances.gouv.fr
www.service-public.fr

Germany
Eisenbahn-Bundesamt
Heinemannstr. 6
53175 Bonn, Germany
Tel: +49(228)30795-400
Fax: +49(228)30795-499
e-mail: fahrgastrechte@eba.bund.de
www.eba.bund.de

Greece
Ministry of Maritime Affairs & Insular Policy
Akti Vasiliadi Gate E1-E2, Piraeus,
Greece, PostCode 185 10
Tel.: +30 213 137 4258
Tel.: +30 213 137 1495
Fax: +30 210 413 5673
e-mail: dths@hcg.gr
www.hcg.gr
www.yen.gr

Hungary
Complaints against ports and terminal operators
National Transport Authority, Road,
Railway and Shipping Authority,
Shipping Department
Nemzeti Közlekedési Hatóság
Útügyi, Vasúti és Hajózási Hivatal
Hajózási Főosztály
1066 Budapest, Teréz krt. 62.
1387 Budapest 62, POB: 30. Hungary

Tel: + 36 1 474 1751
Fax: + 36 1 311 1412
e-mail: hajo.hf@nkh.gov.hu
www.nkh.gov.hu

Complaints againts carriers
a) first instance bodies:
Consumer Protection Inspectorates of
the Metropolitan/County Government Offices
b) second instance body: 
Hungarian Authority for Consumer Protection
Nemzeti Fogyasztóvédelmi Hatóság
1088 Budapest, József krt.6. Hungary
General e-mail address for complaint
submission: nfh@nfh.hu
Tel: +36 1 459 4800
Fax: +36 1 210 4677
www.nfh.hu

Ireland
National Transport Authority 
Dun Sceine Harcourt Lane
Dublin 2, Ireland
Tel: +353 18798300
Fax: +353 18798300
e-mail: complaints@nationaltransport.ie
www.nationaltransport.ie
http://www.transportforireland.ie/

Netherlands
Inspectie Leefomgeving en Transport
Bezoekadres Weena 723 3013 AM
Rotterdam, the Netherlands
Postadres Postbus 8634 3009 AP
Rotterdam, the Netherlands
Tel: 088-4890000
www.ilent.nl/onderwerpen/transport/passagiersrechten/passagiersrechten_water/index.aspx

Poland
Maritime Transport:
Ports of the western and central coast
(e.g. Świnoujscie, Szczecin, Kołobrzeg, Darłowo):

Maritime Office in Szczecin
Pl. Batorego 4, 70-207 Szczecin

Tel: +48 91 440 34 00
Fax: +48 91 434 46 56
e-mail: sekretariat@ums.gov.pl
www.ums.gov.pl

Ports of the eastern coast (e.g. Gdańsk, Gdynia):
Maritime Office in Gdyniaul.
Chrzanowskiego 10, 81-338 Gdynia

Tel: +48 58 620 22 85
Fax: +48 58 620 30 39
e-mail: dumsekr@umgdy.gov.pl
www.umgdy.gov.pl

Inland Navigation:
Inland Navigation Office in Szczecin
Pl. Batorego 4, 70-207 Szczecin

Tel: +48 91 434 02 79
Fax: +48 91 434 01 29
e-mail: sekretariat@szczecin.uzs.gov.pl
http://szczecin.uzs.gov.pl/

Portugal
Autoridade da Mobilidade e dos Transportes
(Authority for Mobility and Transport)
Palácio Coimbra, Rua de Santa Apolónia,
n.º 53, 1100-468 Lisboa
Tel: +351 211 025 800
www.amt-autoridade.pt
geral@amt-autoridade.pt

Romania
National Authority for Consumer Protection
Tel: +40 311 18 62
Fax: +40 314 34 62
e-mail: office@anpc.ro
http://www.anpc.gov.ro/

Slovakia
Slovak Trade Inspection
Prievozska 32, P.O. Box 29
827 99 Bratislava 27, Slovakia
Tel.: +421 258 272 159
Fax: +421 253 414 996
e-mail: martin.biskupic@soi.sk , ui@soi.sk
www.soi.sk

Slovenia
Handling of complaints related to contractual relationships between carriers and passengers/consumers
Market Inspectorate Parmova 33
1000 Ljubljana, Slovenia

Tel.: +386 1 280 87 00
Fax.: +386 1 280 87 40
e-mail: gp.tirs@gov.si
http://www.ti.gov.si 

Monitoring of the ability of employees to assist people withdisabilities/reduced mobility, availability of information on passenger rights
Slovenian Maritime Administration
Ukmarjev trg 2,
6000 Koper, Slovenia

Tel.: +386 5 663 21 00
Fax.: +386 5 663 21 02
e-mail: ursp.box@gov.si
http://www.up.gov.si

Spain
Consumer protection
AECOSAN
Príncipe de Vergara 54, 28006 Madrid

Tel (34) 91 822 44 40
(34)91 822 44 63
e-mail: inc@consumo-inc.es
http://consumo-inc.gob.es

Complaints related to safety of ships and deficiencies in accessibility and
assistance on board to disabled persons
Dirección General de la Marina Mercante
Ruiz de Alarcón, nº 1, 28071 Madrid (Spain)

Tel. +34 91 597 92 70
Fax. +34 91 597 92 35/35 87
e-mail: semar.dgmm@fomento.es
http://portalservicios.fomento.es/maritimo.html

Ports / Port Terminals
Puertos del Estado
Avenida del Partenon, 10, 28042 Madrid (Spain)
Tel. +34 91 524 55 19
Fax: +34 91 524 55 05
e-mail: pasajeros@puertos.es
www.puertos.es

Sweden
Supervision of the Regulation in general:
Swedish Consumer Agency

Tel: +46 771 423 300
e-mail: konsumentverket@konsumentverket.se
www.konsumentverket.se

Complaints from consumers:
National Board for Consumer Disputes (ARN)
Box 174, 101 23 STOCKHOLM

Tel.: +46 8 508 860 00
Fax: +46 8 508 860 01
e-mail: arn@arn.se
www.arn.se

Supervision of disability-related
training issues:
Swedish Transport Agency
Tel: +46 771 503 503
e-mail: sjofart@transportstyrelsen.se
www.transportstyrelsen.se

United Kingdom
Maritime and Coastguard Agency
Spring Place Bay 2/25
105 Commercial Road, Southampton 
S0151EG, United Kingdom
Tel: + 44 (0)2380 329 315
e-mail: neb@mcga.gov.uk
www.dft.gov.uk/mca/



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